FAQs

Check that you are using the email address registered to your account. If you have forgotten your password, use Reset your password and follow the instructions in the email. Check your spam or junk folder if it does not arrive.

If the page asks you to wait before trying again, allow that time to pass. If the problem continues, contact us with the message shown on screen. Never send your password.

We supply digital products, such as videos and eBooks. Physical props, DVDs and printed books are not included. Read the product description before ordering to check the format, language, included files and delivery notes.

We do not provide software licences, app activation or authorization codes, or technical support for third-party applications. A video explaining an app does not include access to that app. If anything is unclear, send us the product name or link before purchasing.

Use accurate registration information and your usual device and internet connection. VPNs and proxy services are not permitted. Do not share purchased files or misuse the refund process.

False registration details, proxy use, file sharing or misuse of refunds can lead to an order being declined or account access being restricted. If you believe a decision is incorrect, contact us with your account or order details so we can review it. A product that is temporarily unavailable to your account does not by itself mean that your account has been blocked.

Log in to the account used for your purchase, open My Account and select the relevant order from your order history. Available digital content is shown in the order details, usually through Stream & Download or the delivery link provided for that item.

If an order is missing, check that you are using the same account you used at checkout. Contact us with your order number if you still need help.

Pending can mean that payment is still awaited or has not yet finished processing. If you have already paid, contact us with your order number and payment transaction reference so we can check. Please do not pay again or place a duplicate order while we review it.

Content may also be waiting for account review or manual delivery. Some items need to be prepared or delivered separately, and pre-orders follow the availability information shown on the product page. Check your order status and product notes; delivery times vary by item. If an order appears complete but expected content is missing, include the product name in your enquiry.

Similar titles can refer to different editions, updates or collections. Compare the descriptions, included files and version details before ordering. If you think two listings contain the same product, send us both links so we can check.

If you find a lower price for the same product, you are welcome to send us the details. We can review the listing, version and quoted price with you.

For a price adjustment, contact us within three days of your purchase. Promotional prices are excluded. Include your order number, the product link and the price you are asking us to check.

Digital downloads are non-refundable. Video or eBook quality and language preferences are not grounds for a refund. Please check the description, format and language before purchasing, and read our Conditions of Use.

If you receive the wrong file, cannot access the content or believe the supplied files do not match the listing, contact us with your order number and a clear description of the problem so we can investigate and help resolve it. Duplicate charges are handled separately as described below.

Contact us with your order number and the transaction references for both charges. Avoid submitting another payment while we check. We will verify the payments and arrange a correction or refund for any confirmed duplicate charge.

If a refund is issued, the time it takes to appear in your account depends on your bank or payment provider.

See our Gift Certificate FAQ for help with purchasing, sending and redeeming gift certificates.

Open the relevant order and choose Stream & Download for the item. Select an available file and use the action shown: Play for supported videos, Read PDF for supported documents, or Download to save a file.

When a download is ready, use the Download link provided there. Items supplied through a separate delivery link may work differently; follow the instructions shown for that item. Larger files can take longer to prepare or transfer, depending on your connection.

Return to your order and reopen Stream & Download to obtain the current link. Check your browser's download list and any download or pop-up prompts. Use a stable connection and make sure your device has enough free space.

If the problem continues, or a separately supplied link no longer works, contact us with your order number, file name, browser details and any error message. Avoid repeatedly starting new attempts, as new access requests may count toward the item's access allowance.

Some files have an access period and a limited number of new access requests. Check the dates and remaining allowance shown for your purchase. Starting a new playback, PDF view or download can count as a new access request. Pausing, seeking or reconnecting within the same viewing session does not use another access.

Download the files you need while access is available and keep your own backup. If a date or allowance looks incorrect, contact us with the order number and file name so we can check.

Download the complete archive before opening it, then extract its contents with a compatible archive tool. 7-Zip is a free option for Windows. On other devices, use an archive tool that supports the file format.

If extraction fails, check that the download has finished and compare the file size with any size shown in the download listing. If the problem continues, send us the archive name and error message.

Make sure the download is complete. If the video arrived inside a ZIP or RAR archive, extract it first. A compatible local player such as VLC Media Player or PotPlayer may help with formats your device's default player does not support.

If playback still fails, contact us with the file name, your device and player, and the error message. For problems in the website player, include your browser name instead.

When subtitles are supplied for a video, use the subtitle control in the website player to choose an available language or turn subtitles off. Not every video includes subtitles, and available languages vary by file. Contact us if the product description lists subtitles that you cannot find.

For a downloaded SRT or VTT subtitle file, use a player that supports that format:

1. Keep the video and subtitle files in the same folder.
2. Give them the same base name, keeping their different extensions, such as my_video.mp4 and my_video.srt.
3. Open the video. If subtitles do not load automatically, use your player's subtitle menu to add or load the subtitle file.

Menu names and subtitle support vary by player and device.

Use the newsletter sign-up form at the bottom of the page and follow any confirmation instructions sent to your email address. Check your spam or junk folder if needed.

To stop receiving promotional emails, use the unsubscribe link in one of those emails. You may still receive messages needed for your orders or account.

Use Contact Us and include:

• The product name or link and your order number, if you have one.
• A short description of what happened and the exact message shown.
• For playback or download problems, the file name, your device, and your browser or player.
• A screenshot where it helps explain the issue, with private information hidden.

For a payment query, include the transaction reference if available. Never send your password or full payment details.