Frequently Asked Questions

  • How do I access my video course(s)?

    After you place your order at, you will receive a registration email with a link to create your password to access your online course(s). Once your password is created, you will be able to access your course from the “My Online Courses” link at the top of any page at, or by visiting It may take up to 15 minutes to receive your initial registration email.

  • Where is my login email?

    It may take up to 15 minutes after you complete a purchase to receive your course registration emaiI with login instructions. If it has been more than 15 minutes, it is possible your registration email went to spam. If you did not receive this email, you can simply click "Sign In" at the top of the page and use the "Forgot Password" link to set a new password. *Note: if you have previously set up a Science Shepherd account, your new course will automatically be added to your existing account.

  • I already have an account and purchased a new course, why is it not showing up?

    If you have an existing account and purchased a new video course, please allow up to 15 minutes for the new course to be added to your account. If you still do not have access to your new course after 15 minutes; if you are already logged in to your account, be sure to log out and then log back in, and/or clear your cache. On a Windows device, you can do so by pressing Ctrl+F5. For other devices, please visit

General Video Troubleshooting

Web applications can sometimes not work exactly the way they are supposed to and be very frustrating to troubleshoot. We take our customer’s experience very seriously and so use a state-of-the-art video hosting site for our products so that we are assured of the most excellent service. We have had thousands of customers access our content from numerous devices, platforms, browsers, operating systems, etc., and almost never have had a problem with their video streaming. In the rare instance when the videos don’t work as expected, it has been a setting or some sort of conflict on the customer’s end. We are more than happy to try to help resolve these as best we can. Here are some first steps you can take to solve the problem without requiring outside help right away:

  1. Sometimes browser caching causes problems and is very simple to fix. Please refresh your cache. If you need directions for that, you can visit:
  2. Try opening a private window in your browser of choice (e.g. Chrome's Incognito Mode, or Firefox's Private Window). This opens a fresh browser window without any extensions or settings blocking your content.
  3. Try accessing your course on a different browser (Brave, Chrome, Firefox, Edge, Safari, Opera, etc). Sometimes the installation of your browser may be damaged. If it works on every browser but one, you can reinstall that browser. We recommend using Brave.
  4. Try a different device or computer (mobile phone, tablet, PC/Mac, laptop/desktop, etc.). Sometimes a certain device has trouble with a content type. This is rare but could be a problem.
  5. If you have an Internet filter (software and/or hardware based), it is possible that this is interfering with the video stream. Disable the filter and see if that corrects the problem.
  6. If the sound of your videos is too low, please be sure that the video volume is in the highest position. This volume setting is independent of your computer and speaker volume settings. The volume control setting will appear when you hover your mouse over each video. See screenshot below:

Something still not right?

Contact us for help!

After all of that, if nothing resolves the problem, please send us an email at [email protected] describing the problem you are having and all the results of the above troubleshooting methods.