When you signed up, you should have received an email from The ICAN Institute with your credentials. Be sure to check your spam and junk folders. If you can’t find the email, you can click the “Forgot Password” link on the app login screen to request your password.

Your credentials for the app should be the same as your credentials for the web portal.

If you still are unable to retrieve your password via email, your email address may be incorrect in our system. Please contact us at icanapp@icaninstitute.com and we’ll look up your account for you!

Occasionally Neuro Tools have issues playing on some phones. Here are a few things to try:

• When experiencing challenges – first, close the app in your recent apps screen and reopen. If the problem is not resolved, log out and log in again.
• Close all unused apps on your phone. If too many are running in the background it can slow down your phone’s performance.
• Connect to dependable internet access. Some of our content calls for large files. Use wifi if needed in areas where your phone signal or connectivity isn’t strong.
• If a Neuro Tool stops playing in the middle, try opening and playing a different Neuro Tool and then come back to the Neuro Tool that had stopped.
• Download your neuro tools for easy access when your phone signal or internet access is not sufficient. (Gold membership and higher has download permissions.) By downloading your content it will be stored in the app for use, even offline. This will take up some of your phone’s memory.

If you’re still having issues, please fill out our App Support Request Form.

In the meantime, you can access your Neuro Tools and other content in your web portal at https://www.icaninstitute.com/members/

With a Gold or higher membership you can download Neuro Tools and lesson audios for offline use. You can find your downloaded content on the downloads screen. To get there, click the download icon in the right corner of the menu at the bottom of the screen.

If you have a Silver or Guest membership, you will need to be connected to an internet connection to access your content.

With a Gold or higher membership you can download Neuro Tools and lesson audios for offline use. If you have a Silver or Guest membership, you will need to be connected to an internet connection to access your content.

If you have a Gold or higher membership and you are still unable to download, please check that you have a strong internet connection and sufficient storage space on your device. 

If you’re still having issues, please fill out our App Support Request Form.

Occasionally videos or lesson audios have issues playing on some phones. Here are a few things to try:

• When experiencing challenges – first, close the app in your recent apps screen and reopen. If the problem is not resolved, log out and log in again.
• Close all unused apps on your phone. If too many are running in the background it can slow down your phone’s performance.
• Connect to dependable internet access. Some of our content calls for large files. Use wifi if needed in areas where your phone signal or connectivity isn’t strong.
• If a video or lesson audio stops playing in the middle, try opening and playing a different video or audio and then come back to the video or audio that had stopped.
• Download your lesson audios for easy access when your phone signal or internet access is not sufficient. (Gold membership and higher has download permissions.) By downloading your content it will be stored in the app for use, even offline. This will take up some of your phone’s memory.

If you’re still having issues, please fill out our App Support Request Form.

In the meantime, you can access your lessons and other content in your web portal at https://www.icaninstitute.com/members/

If you are missing content, please make sure your subscription has not expired. Otherwise, please contact us at icanapp@icaninstitute.com and we’ll check your account to help you access your content.

In the meantime, you can access your classes, Neuro Tools, and other content in your web portal at https://www.icaninstitute.com/members/

To help our team solve your issue, we may ask you to record a video of the issue you are experiencing. Here’s how to do that:

Android:

• Swipe down twice from the top of your screen.
• Tap Screen record. You might need to swipe right to find it.
• Choose what you want to record and tap Start. The recording begins after the countdown.
• To stop recording, swipe down from the top of the screen and tap the Screen recorder notification.

iPhone:

• With iOS 14 or later, go to Settings > Control Center and tap More Controls (or tap Customize Controls if you have iOS 13 or earlier), then tap the Add button next to Screen Recording.
• Open Control Center on your iPhone or iPod touch, or on your iPad.
• Touch and hold the gray Record button, then tap Microphone.
• Tap Start Recording, then wait for the three-second countdown.
• Open Control Center on your iPhone or iPod touch, or on your iPad, then tap the red Record button. Or tap the red status bar at the top of your screen and tap Stop.
• Go to the Photos app and select your screen recording.

We’re happy to help you! Please fill out our App Support Request Form if you still need assistance. The form will help us gather the information we need to diagnose your issue. We’ll contact you with answers, or with additional questions.

Remember, our app works best with Android 10 or higher, or iPhone 8 or higher. Make sure your operating system is up-to-date.

In the meantime, you can access your membership content in your web portal at https://www.icaninstitute.com/members/