If you are having difficulty using our website, please refer to the FAQ's below BEFORE submitting a support request.
If your question is not answered below then please click on the SUBMIT SUPPORT REQUEST button at the bottom of this page.
1. I have made a purchase online, however when I enter my login details it gives me a message about the purchase being expired.
If you have made a purchase that does not contain a video file then you have 48 hours from the purchase date in which to download your files. If your purchase does include a video file then you are given 14 days to download. During this 14 days period you must watch the video lectures as due to file size they are not downloadable and must be watched in your brower.
If you did not have enough time to complete the download of your files then please submit a support request with a valid reason as to why you did not complete the download in the time allowed. It is at the discretion of the support team whether an extention is given.
2. I have purchased a video lecture, how can I download this to my computer?
Unfortunately you can only watch the video files through your browser. They are very big files and would take lots of time to download. You have 14 days from the date of purchase to watch your video. See question 1 about expiry times.
3. I have made a purchase, how do I access the files?
When you made your purchase you received an email from us with a unique username, password and expiry time. Please check your junk or spam folders as the email be in that folder if it is not in your inbox.
If you can't find the email, then you would have been given the chance to print off a copy of the details on the thank you page after your purchase was complete, please refer to that.
If you have the username and password but don't know where to type them in, please click on the PURCHASE LOGIN button to the left of this page.
If you can't find any of these details then please submit a support request with the approximate date and time you made the purchase and the email address you used.
4. How do I copy an audio file to my iPod or MP3 player?
We don't offer specific support for portable media devices. All our audio files are encoded as MP3 files so they can be used on the majority of devices.
Once downloaded to your compter you will need to extract the MP3 file from the original ZIP file. PC's running Windows XP and later can simply double click the file and drag the MP3 file from the ZIP folder to their desktop or wherever you keep your audio files. Customers using an Apple Macintosh please contact their technical support department for information on ZIP files.
Please do not submit a support request for this issue as we are unable to help.
5. I can't see the video player.
Our video files are encoded using Flash Video which is the same technology as
www.youtube.com uses. If you can't see video on that website either then you will need to download the latest flash player. There is a link to download the flash player on the home page of our website, over to the right under the blue box near the bottom of the page.
If you think you have the player installed and you can see video on YouTube but not on our website then please submit a support request detailing the name of the video you are trying to access.
Please note that you need to have a Broadband internet connection to watch the video file properly.
6. I have paid to become am member but I can't login.
Please make sure you are clicking on MEMBERS' LOGIN and not PURCHASE LOGIN as that is to access your purchases not your account.
If you cannot login then please try using the password reminder service which will send an email to the address that you used when you registered. You will then be able to change the password and login.
If you cannot access the email address you used when you first registered then please submit a support request with both your old and new address.
Passwords are case sensitive.
7. I am really stuck, is there a number I can call.
As we are an online business, we do not offer telephone support. If you are stuck with anything that is not listed here then please submit a support request giving as much detail as possible including any error message you see, a purchase number and the email address that you used when you registered or made your purchase.
It is also helpful to give the approximate date and time that the problem first appeared.
8. I have an exam tomorrow and need help fast!
If you need urgent help then please include the word URGENT in the subject of any support request.
Our support team will try and resolve your matter as quickly as possible, however we cannot prioritise so please leave 24 hours before following your request up.
