Do You Have Questions Or Need Help?
Before contacting us, please read this page and follow troubleshooting steps.
The answers to most common questions and issues are right here.
Questions for Marina
Can I request a tutorial?
At this time, Marina is not able to take requests for tutorials.
Which course or membership is right for me?
While everyone has a unique history of music study and current goals, most people will find their perfect fit by visiting this page: CLICK HERE
If you would like to discuss your individual situation with Marina, you can reserve time with her by visiting this page: CLICK HERE
Due to her busy schedule, the amount of messages received, and the nuances of each person's goals and background, Marina is not able to give advice or coaching via email.
What if I'm not sure which course of membership is right for me?
Because of the nature of pre-recorded courses, there may not be a learning track that is 100% aligned with your current skills and learning goals.
This type of personalization can only be accomplished in a one-on-one, private lesson situation.
However, you can still find a great fit among Marina's many learning tracks.
Many of the courses and all of the memberships offer a free 7 day trial of sample lessons to allow you to get a good feel for the content, pacing, and Marina's presentation style. You can access all free trials and other free learning tools by visiting this page: CLICK HERE
Do I need special equipment for the courses and memberships?
You can watch the lessons in all courses on any device that can access the internet.
PLEASE NOTE: Video playback is optimal on newer devices or devices with updated software.
In rare cases, older devices with outdated systems and drivers may experience video lag.
Membership Support
How do I login to access my course/book/membership?
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Visit thepianokeys.com
Click gold the "Student Login" button at the top of the page
This will take you to your login page
Enter THE EXACT email address you used to purchase your membership or other product.
Type it in all lowercase letters - no capital letters, even if your name has a captal.
For example: johnd@youremailprovider.com NOT JohnD@YourEmailProvider.com
Enter your password EXACTLY as you set it up.
IMPORTANT: Check that your CAPS LOCK key is off - this is one of the most common reasons login fails.
Click the login button. You should now be directed to your dashboard where you can access all of the courses and other learning tools that you have purchased.
What do I do if I forgot my password?
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Navigate to the login page as instructed above.
Click "Forgot Password". You will find this link just below the password field.
Click "I'm not a robot."
Click the "Reset password" button.
The reset email usually arrives within a few minutes. If you don't see it in your inbox, check your spam or junk folder. Sometimes the email lands there by mistake.
Click the link in the email and create a new password. Follow the instructions in the email to set a new password, then return to the login page and sign in.
Type it in all lowercase letters - no capital letters, even if your name has a captal.
For example: johnd@youremailprovider.com NOT JohnD@YourEmailProvider.com
Enter your password EXACTLY as you set it up.
Tip: When creating a new password, write it down somewhere safe so you don't need to reset it again next time.
I'm logged in but I can't find my courses and other learning tools.
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Make sure you're logged in to the right account. If you have more than one email address, double-check that you logged in with the same email you used to purchase. Your courses are attached to that specific email address. Sometimes students sign up for free previews or other free tools with one address, then purchase products with a different adress. Please double check this before reaching out for support.
Check your original purchase confirmation email. When you purchased, you received an email with a link to access your course or product. Search your inbox for an email from The Piano Keys and follow the link in that email.
Look in your spam or junk folder. Your access email may have gone to spam. Search your spam folder for emails from The Piano Keys or thepianokeys.com.
I'm logged in and can see my courses, but pages aren't loading correctly.
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Try a different browser. If the page isn't loading or something looks wrong, try opening it in a different browser. For example, if you usually use Safari, try Google Chrome, or vice versa. This solves many unexpected problems.
Clear your browser's cache. Your browser saves old versions of websites. Clearing the cache forces it to load a fresh version.
On most computers, you can do this by pressing Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) and selecting "Clear browsing data."
Try a different device. If you're on a tablet or phone, try a laptop or desktop computer.
Check your internet connection. Make sure you have a working internet connection. If pages aren't loading at all, try loading another website first to confirm your connection is working.
I'm on a phone and need help navigating the dashboard.
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Your platform looks slightly different on a phone due to the limited screen space. The main difference is the appearance of a "graduation cap" icon (🎓) on your screen.
Click the graduation cap icon (🎓) to see a list of lessons.
Click the X to return to the previous screen.
I never received a login email after I purchased. What should I do?
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First, check your spam or junk folder — these emails sometimes land there. Search for any email from "thepianokeys.com."
If you can't find the email, follow the directions for logging in at the top of this page.
I'm getting an error message that says my email or password is incorrect.
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This almost always means either the email address or the password isn't matching exactly.
Make sure your email is in all lowercase.
Make sure your caps lock is off.
Make sure you're using the same email you purchased with.
If you're still stuck, use the Forgot Password link to reset your password. See the instructions for "What do I do if I forgot my password" above.
If you've worked through all of the steps above and are still having trouble, please reach out.
To help resolve your issue quickly, please include the following in your email:
The email address you used for your purchase
What you see on your screen (describe it in words)
A screenshot of the exact error message/problem (a screen recording is even better, if possible)
What browser you are using (Chrome, Safari, Firefox, etc.)
Whether you are on a phone, tablet, or computer
What steps you have already tried from this page
Send your email to marina@thepianokeys.com
Membership Support
How do I login to access my course/book/membership?
1.
2.
3.
4.
5.
6.
7.
8.
Visit thepianokeys.com
Click gold the "Student Login" button at the top of the page
This will take you to your login page
Enter THE EXACT email address you used to purchase your membership or other product.
Type it in all lowercase letters - no capital letters, even if your name has a captal.
For example: johnd@youremailprovider.com NOT JohnD@YourEmailProvider.com
Enter your password EXACTLY as you set it up.
IMPORTANT: Check that your CAPS LOCK key is off - this is one of the most common reasons login fails.
Click the login button. You should now be directed to your dashboard where you can access all of the courses and other learning tools that you have purchased.
What do I do if I forgot my password?
1.
2.
3.
4.
5.
6.
7.
8.
Navigate to the login page as instructed above.
Click "Forgot Password". You will find this link just below the password field.
Click "I'm not a robot."
Click the "Reset password" button.
The reset email usually arrives within a few minutes. If you don't see it in your inbox, check your spam or junk folder. Sometimes the email lands there by mistake.
Click the link in the email and create a new password. Follow the instructions in the email to set a new password, then return to the login page and sign in.
Type it in all lowercase letters - no capital letters, even if your name has a captal.
For example: johnd@youremailprovider.com NOT JohnD@YourEmailProvider.com
Enter your password EXACTLY as you set it up.
Tip: When creating a new password, write it down somewhere safe so you don't need to reset it again next time.
I'm logged in but I can't find my courses and other learning tools.
1.
2.
3.
Make sure you're logged in to the right account. If you have more than one email address, double-check that you logged in with the same email you used to purchase. Your courses are attached to that specific email address.
Sometimes students sign up for free previews or other free tools with one address, then purchase products with a different adress. Please double check this before reaching out for support.
Check your original purchase confirmation email. When you purchased, you received an email with a link to access your course or product. Search your inbox for an email from The Piano Keys and follow the link in that email.
Look in your spam or junk folder. Your access email may have gone to spam. Search your spam folder for emails from The Piano Keys or thepianokeys.com.
I'm logged in and can see my courses, but pages aren't loading correctly.
1.
2.
3.
4.
Try a different browser. If the page isn't loading or something looks wrong, try opening it in a different browser. For example, if you usually use Safari, try Google Chrome, or vice versa. This solves many unexpected problems.
Clear your browser's cache. Your browser saves old versions of websites. Clearing the cache forces it to load a fresh version.
On most computers, you can do this by pressing Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) and selecting "Clear browsing data."
Try a different device. If you're on a tablet or phone, try a laptop or desktop computer.
Check your internet connection. Make sure you have a working internet connection. If pages aren't loading at all, try loading another website first to confirm your connection is working.
I'm on a phone and need help navigating the dashboard.
1.
2.
3.
Your platform looks slightly different on a phone due to the limited screen space. The main difference is the appearance of a "graduation cap" icon (🎓) on your screen.
Click the graduation cap icon (🎓) to see a list of lessons.
Click the X to return to the previous screen.
I never received a login email after I purchased. What should I do?
1.
2.
First, check your spam or junk folder — these emails sometimes land there. Search for any email from "thepianokeys.com."
If you can't find the email, follow the directions for logging in at the top of this page.
I'm getting an error message that says my email or password is incorrect.
1.
2.
3.
4.
5.
This almost always means either the email address or the password isn't matching exactly.
Make sure your email is in all lowercase.
Make sure your caps lock is off.
Make sure you're using the same email you purchased with.
If you're still stuck, use the Forgot Password link to reset your password. See the instructions for "What do I do if I forgot my password" above.
If you've worked through all of the steps above and are still having trouble, please reach out.
To help resolve your issue quickly, please include the following in your email:
The email address you used for your purchase
What you see on your screen (describe it in words)
A screenshot of the exact error message/problem (a screen recording is even better, if possible)
What browser you are using (Chrome, Safari, Firefox, etc.)
Whether you are on a phone, tablet, or computer
What steps you have already tried from this page
Send your email to marina@thepianokeys.com
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