Support Contact Page

WillCoach Pty Ltd (Trading as Germinate Collective)
Last updated: November 2025

1. How to Reach Us

We are here to support you with access issues, product questions, payment confirmations, and any challenges you may experience inside the Germinate Collective ecosystem.

Primary Support Email

 [email protected]

All support requests are handled directly by Will or a designated team member.

2. Support Hours

Monday–Friday, 09:00–16:00 (GMT+2 / South Africa)
We aim to respond to all queries within 24–48 hours, excluding weekends and public holidays.

If your request is urgent (e.g., access failure), please use Support in the subject line.

3. Support for Digital Products & Courses

For Thinkific courses, digital downloads, tools, and membership access, contact us if you:

  • Did not receive your access email

  • Are struggling to log in

  • Cannot find a purchased product

  • Experienced a failed payment

  • Are unsure how to access the Germinate Ecosystem

  • Need help navigating your course or ecosystem portal

We will resolve your issue as quickly as possible.

4. Support for Coaching Sessions

If you need help with:

  • Scheduling sessions

  • Rescheduling or Cancellations

  • Accessing Zoom links

  • Questions about your coaching program

Please email:

[email protected]

For sponsor-based organisational coaching journeys, your support channel is the same unless your organisation has an additional MSLA-specified contact.

5. Business Contact Information (Required for Audit)

Registered Company Name:
WillCoach Pty Ltd

Trading As:
Germinate Collective

Physical Address:
Delphinium st Heldervue Somerset West 7130

Email: [email protected]
Website: www.willcoach.co.za

6. Technical Support Platforms Used

Our ecosystem uses the following secure platforms:

  • Thinkific (courses & digital delivery)

  • HubSpot (communication & CRM)

  • Airtable (operational data)

  • Make.com (automation)

  • Zoom (coaching)

  • Germinate Ecosystem platform (extended access & communities)

If support is needed for any of these services, contact us using the channels above.

7. What We Cannot Support

We cannot resolve issues related to:

  • Your personal device setup

  • Corporate or personal firewalls blocking streaming

  • Local WiFi / internet connectivity problems

  • Browser limitations

  • Outages on third-party platforms

However — we will guide you with troubleshooting steps to the best of our ability.

8. Complaint Handling

If you have a complaint or dissatisfaction with any product or service, please reach out directly: [email protected]

We will respond personally and work toward a fair resolution.