A) Check your order email first

After purchase, you should promptly receive an email with your order details and download (or streaming) links.

• Search your email for: “NLP Mastery Insight”, “WooCommerce”, or “Your order”

• Also check Spam / Promotions / Updates

B) Check your account Downloads page

Log in here: My Account
Then go to “Downloads” (on the left side of your Account page when logged in)

If you bought something downloadable, it will appear there.

C) Your order may still be “processing”

Sometimes downloads don’t unlock until payment is confirmed.  This occasionally happens with Paypal accounts, especially with unconfirmed accounts or overseas customers.

• We only accept Paypal at the moment, so if there’s an issue, first we’ll look inside our shopping cart, and then we may need to check on both sides of a Paypal transaction

If you can’t access your downloads after 30 minutes, contact us through our web message page, and include your order number.

D) Download links expired (or “limit reached”)

Some products may have download limits to prevent abuse. If you hit a limit, contact us — we’ll help.

A) Use the password reset

Go to My Account and click “Lost your password”

B) You may have used a different email address

This happens constantly.

Try logging in with:

• the email you thought you used

• any other email you commonly use (work/personal)

• the email used by PayPal (if you paid via PayPal)

C) You created an account after purchase

If you checked out as a guest, you may not have had a password yet.

Use Lost your password? with the email used at checkout.

A) If the file is a ZIP

ZIP files can look “broken” if they’re being opened incorrectly.

• On iPhone/iPad: use the Files app to unzip.

• On Android: use the system file manager or a ZIP app.

• On Windows/Mac: download fully first, then unzip.

B) If a download stops halfway

This is usually a connection issue.

Try:

• a different browser

• a different network (Wi-Fi vs cellular)

• downloading from a laptop/desktop

C) “File not found” or “Access denied”

This usually means you’re not logged into the account that purchased it.

Log in at My Account and try again.

A) Try a different browser first

Our protected streaming pages are located here at our site, and we have a dedicated video streaming service, so if you can view those streaming pages, you should be able to play our videos, globally.

Streaming issues are, given the above, often browser-specific issues. 

• Best bet: latest Chrome or Safari

• Also try: Firefox

B) Disable ad blockers / privacy blockers (temporarily)

Some blockers interfere with embedded players.

Try turning off blockers for our site and reload.

C) Corporate / school networks can block streaming

If you’re on a restricted network, try:

• your home Wi-Fi

• a phone hotspot

1. Check your email Spam / Promotions folders
2. Search for “order” and “Mastery” or “NLP”
   
3. If you still can’t find it, contact us.

Sometimes a typo in the email address at checkout is the culprit — we can fix it.

This is rare, but it can happen if checkout was interrupted.

Remember also that we only use Venmo or Paypal; so if your card was charged, it was done inside Paypal’s interface.  And we will never know or see your Card # information.  Contact us with:

• your name

• the Paypal or Venmo email account you used, if relevant.

• the approximate time of purchase

• the amount of the purchase

• the product you intended to purchase.

We’ll locate it and make it right.

Yes. Purchases from us are tied to your account/email, not the device.

Even if you’ve purchased and/or downloaded on your phone, you can log in at  our site’s My Account page through your computer, and download there.

Enjoy!

Contact us and include:

• your old email
• your new email
• (if possible) your order number

Usually yes (or you’ll at least need the same email used at checkout).

If you checked out as a guest, you can still access purchases:

• via your order email links, and/or
• by setting a password using Lost your password? with your checkout email

We have a solid customer satisfaction guarantee on all home study programs, with reasonable limits.  Please familiarize yourself with our specific terms, here.

Essentially, we offer this:

BASIC ONE-TIME FULL REFUND POLICY:  For every customer, one time only, we offer a 100%-full-365-day-refund-policy on any of Jonathan Altfeld’s home-study course experiences for up to $445. Learn any program (up to $445), and you are protected fully for an entire year in case that program is not for you. We refund in full for the cost of the home-study course.

If you’ve tried the steps above and still need help, send us a message and remember to include:

• Your name
• Your phone# if you’d like a call back
• The email used at checkout
• Your order number (if available)
• The product name
• What device you’re using (iPhone/Android/Mac/Windows)
• A screenshot of the error (if there is one)

Before you contact us, please double-check:

✅ I’m logged in with the same email used at checkout

✅ I checked My Account  → Downloads

✅ I tried another browser (or device)

✅ I tried Ctrl+F5 / hard refresh

Please use our Contact form.

We typically respond within 24 hours.  Some days (e.g., training, travel, or sick days) this is not possible, but it is our intent.