As soon as you order a Video On Demand title your 'VOD' will be added to your account. For more information on how to find these videos in your account, click this link:

How do I access my video library?

If your purchased item is missing from your library, please log out and sign in again with the email address used for your purchase. If you are still having problems finding your video in your Puppy Culture account, check these solutions first:

Do you already have an existing account?

If you already have an existing account under one email but have placed an order for a Video On Demand using a different email, or have used a payment method that is linked to a different email, the video won’t appear under your original account.

For example, if you make a purchase at checkout using PayPal and your PayPal account is associated to an email different to the one used for your Puppy Culture account. In that scenario the video will be associated to the paypal email address, not your Puppy Culture account email address. In this case, please contact our customer support team.

Are you looking for videos you have previously had access too?

Over time the website and video library platform has been updated. During these updates some existing users have had videos disappear from their library.

If you think this has happened to you, please contact our customer support team.

Have you bought vouchers by mistake?

Check your order confirmation email and make sure that you ordered "Access For Myself" and not "Voucher(s) for someone else".

If you find you have ordered a voucher by mistake please contact our customer support team.

Did you make a purchase as a guest, then register later?

If you made a purchase using an email address without registering an account, and then you registered after a purchase using a different email address, the video won’t appear in your new Puppy Culture Account.

Again, in this case, please contact our customer support team.

Have you created an account?

If you are a new customer and this is your first Video On Demand product, it is essential to create an account and activate it.

To do this you will need to verify the email sent to the email address used to make the purchase. For more information on how to create an account, click this link:

How do I make a Puppy Culture account?

Note - You must sign into your account using the same email address you used to purchase your Madcap University Course or Puppy Culture Video On Demand Films. If your purchased item is missing, please log out and sign in again with the email address used for your purchase.