There are several reason you may be having issues accessing your streaming titles.


"I've logged into my Puppy Culture account, but don't see my purchase in my Video Library, but I do see the free videos."


Please confirm that the email you used to purchase your streaming titles is the same email you used to make your Puppy Culture account. Your streaming purchase is tied to your email address.  


*Sometimes, checking out with PayPal auto-fills the email associated with your PayPal account. If you cannot access your email associated with your purchase, please contact us directly to help you access your purchase.


Next, try refreshing/reloading your Video Library and see if your new purchase shows up. This is helpful to try if you have previously purchased a streaming title, then purchased another new title.



"I've logged into my Puppy Culture account, but I cannot access my Video Library."


You will need to link your device before viewing your Video Library. You can see how to do this here.


"I've linked my device before, but it never remembers my device."


Be sure you are using the same internet browser each time you view your Video Library - our system remembers the device AND the internet browser you are using. You can see what browser you used previously in your 'My Account' page under 'My Access Tokens.'


This could be because you are using a private/incognito browsing mode. See more about this here.


You may also see this issue on iOS/Apple devices if you do not use Safari - to solve this, please use Safari on iOS/Apple devices. See more about this here.



"I cannot log into my Puppy Culture account, and have not logged in before."


Confirm you have made a Puppy Culture account, if not you can make on here.


*If you are having trouble logging in, have not received any emails from us about your purchase, or have made a mistake when entering your email, please contact us directly to help you access your purchase.