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Frequently Asked Questions

I'm having problems locating, opening, or saving my downloadable products.

Please review our Download FAQs for more information.

I’m having problems with my log-in and password. How do I find out what they are?

Your log-in is your email address. If you have forgotten your password, click the"Forgot Your Password?" link below the password box and a new one will be sent to you.

I didn't receive an order confirmation email.

Sometimes order confirmation emails are filtered by your mail client's spam filters. Check the spam folder of your inbox to identify if this has happened. You can always check the status of your order and confirm that it was properly submitted by logging in to your account (using the links in the upper right corner of the site). Once logged into your account, the "My Orders" menu will list your recently placed orders.

Where do I enter a discount code (promo code/coupon)?

Discount codes should be entered on the cart page (before you begin the checkout process). Once you've added item(s) to your cart, click the "My Cart" link at the top of the site. Then choose "View Cart." A discount code box appears below your list of products on the cart page. Enter the code and click "Apply Discount." The discount will be reflected in your new total. If you have difficulty, click here for more detailed instructions or contact us at 866-866-5621.

How do I access my order history, downloadable products, and account information?

You can access everything about your account—including your downloadable products—from your account dashboard. Just use the "Sign In" link at the top of any page. Once you sign in, you will be automatically directed to your account dashboard or you can use the "My Account" link at the top of any page to navigate there. If you have purchased products as a “Guest” and not through an account that has been set up, unfortunately you will not be able to view information specific to your orders.

How do I use your DVDs in my small group?

DVDs are available in one of three formats; each can be used slightly differently in a group setting.

  • Companion DVDs: These DVDs have a companion paperback study guide or book, which can be found in the "Study Guides" section of our store or through the links at the bottom of the DVD product page.
  • Study DVDs: These DVDs contain both the full-length messages and trimmed (15- to 20-minute) video segments followed by on-screen discussion question prompts. The trimmed messages can be accessed from the DVD menu once the disc has been placed in a DVD player or computer.
  • Series DVDs: These DVDs come with a bonus disc that contain a Leader's Guide PDF of discussion questions. This PDF can be accessed by placing the bonus disc in your computer.

  • Reference the product description for any DVD if you have questions about the format of a specific message series.

    Are study guides available for every message series?

    Study guides are available for many of our message series, but not all of them. Our selection of study guides can be viewed in the "Study Guides" section of our store. The DVDs with a matching study guide or book available are noted as "Companion DVDs" and links to the study guide or book can be found at the bottom of each DVD product page.