Most problems are one of the four below. If yours is not, email info@heppesmithpublishing.com and tell us the email address you used to buy, which saves a round trip.
I have lost my access link
We email it to you the moment your payment goes through. It comes from info@heppesmithpublishing.com and the subject begins Your course: followed by the name of what you bought, so search your inbox for that. Check the spam folder too, because a first message from a sender you have not heard from before often lands there.
It is not in your payment receipt. That is a separate email from Link, who handle the payment for us, and it covers the money rather than the course, so there is no point hunting through it.
If our email genuinely has not arrived, write to info@heppesmithpublishing.com from the address you bought with and we will send you a fresh link. That is a normal request, not a nuisance.
The page says it needs my access link
That message means the address in your browser is missing the part after the question mark. It usually happens when the link is copied by hand, or shared through an app that shortens it.
Open the link from our email in full rather than retyping it, and bookmark the page you land on, because a bookmark keeps the whole address including the part after the question mark. Your payment receipt from Link will not help here, since it does not contain the access link.
If you no longer have our email either, write to info@heppesmithpublishing.com from the address you bought with and we will send it again.
A video will not play
The lessons are standard MP4 files and play in any current browser. If one stalls, try the download link underneath it and play the file locally, which also gets around a slow connection.
Every lesson is also there as an MP3 if you would rather listen than watch.
Payments, receipts and refunds
These courses are sold through Link, which is Stripe’s payment and order service. Link is the merchant of record, so Link takes the payment and sends the receipt and the invoice. Your receipt email carries a View purchase button, and that is where you can see the order and ask for a refund. It is a different thing from your course access link, which does not appear in that email at all.
On your bank or card statement the charge appears as LINK.COM* HEPPE-SMITH, rather than as the name of the course or of the author. If you are trying to work out what an unfamiliar line on your statement is, that is the one.
If the course is not what you expected, ask within 30 days and you will get your money back. Email us if you would rather we started it for you. The full position is on the terms page.
What we cannot help with
These courses are self-study and fully automated. There is no coaching, there are no calls or live sessions, and nobody reads or replies to what you write in the workbook. We can help with access, payment and files, and that is the whole of it.
We cannot give advice about your relationship, and it would be wrong to try. If there is abuse, if you are in an infidelity crisis, or if you are frightened or thinking of harming yourself, please contact a qualified professional or your local emergency service rather than us.
Heppe-Smith Publishing is a trading name of VitaVerse LLC, 30 North Gould Street, Suite R, Sheridan, WY 82801, United States.