First, navigate to puppyculture.com and click on the account icon.

The “login” screen will appear. At this point, there are two common issues that can cause an error when logging in.

1. Are you using the correct email and password?

It may sound obvious, but when logging in, first check you have entered the correct email address and password. If your details auto-fill using a password manager, try manually typing the email and password instead.

Email Address
If you have more than one email account and have forgotten the address used to purchase the course, search your email inboxes for any correspondence from “Puppy Culture”. The email address this was sent to will be the address you will use to log in.

You can also contact us through the support panel and we can help you find the correct email.

PayPal Email Address
Another common email address issue can be when a Video On Demand purchase is made using PayPal. If your PayPal account is linked to an email address that is different to the one used for your Puppy Culture or Madcap University account, your Film or Course will not appear in your Video Library.

In this scenario, please contact us through the support panel and we will associate your purchase with your account.

Password
If you know your email address, but have forgotten your password, click “Forgot your password?” and set a new password will be sent to your email.

2. Have you activated your account?

Your account is not created automatically when you purchase a course. You will have been sent an account activation email at the time of your purchase. Please check your inbox for the account activation email, and click the included link to activate your account.

If you are unsure if you activated your account, or if you continue to have problems logging in, please contact us via email, chat or phone to check.

If you have previously logged in successfully and are getting this error, especially when you try to log into your Course Library on your browser or a device, please contact us and we can resolve this error.