Having trouble accessing an order or experiencing a payment issue? Here are some quick steps to help resolve common problems.
Cannot Access Your Order or Downloads
If you have purchased a video, course, or recording but cannot access it:
Clear your browser cache and cookies
Log out of your account completely
Log back in - if you use Gmail, click the Google Sign-In button
Go to My Account - My Orders
Click the dropdown arrow in the Actions column to reveal your order downloads
Click Watch to open the video, or the download icon to save it
Pending Payment / Payment Did Not Go Through
If your payment did not complete successfully:
Option 1: Retry Your Payment
Log in to your account
Visit your Orders page
Look for the Retry Payment option next to your recent order
Option 2: Update Your Payment Method
Go to your Payment Methods page
Remove any old or duplicate payment methods
Add a new payment method and retry your purchase
Payment Was Charged But Order Not Showing
If you were charged but the order is not appearing in your account:
Wait 15-30 minutes - sometimes there is a short delay in processing
Clear your cache and log in again
If it is still not showing after 30 minutes, please contact our support team with a screenshot of your payment confirmation and we will sort it out right away
Still Need Help?
If none of the above resolves your issue, please reach out to our support team with:
Your email address
The product name you purchased
A screenshot of any error or payment confirmation
We are happy to help get everything sorted!