OTP FAQ

Using Our New Digital Delivery System
The order confirmation in your browser will include download links, which will be followed up by an email for your records. That email will have a link to your personal digital dashboard, which will include all of your digital purchases.

You can download the full package to keep on your computer or copy to a thumb drive or dropbox. You can download parts of the package on different devices so you can watch the video streaming to your iPad, listen to the audio on your phone, read the pdf on your laptop or the book on your Kindle—however you want to use the files…or change your mind and do something different later!



  • OTP General
  • How do I get more help?

    Please drop us an email at contact@otpbooks.com if your question isn't answered here. We'll figure out what you need, and help troubleshoot if necessary.

  • I can't log in

    Sorry for the trouble! This is a new shopping cart system for us (we hope you'll love it!), and your former login credentials won't work. As you place an order, your new login will be created, and you can use that to access your digital files or order tracking history.

  • What happens if I don't like a product I purchase?

    Let us know and we'll get you a refund! That's it...no questions asked, no reason necessary. If it's a physical product, you'll have to return it, of course. This is a one year, 100% risk-free guarantee.

  • What happens after I order?

    You will receive an automated email confirmation once you have completed your order, and this will include download links if you're buying a digital product. If you don't receive this email, it's likely there was a typo in your email address entry; please email contact@otpbooks.com for help.

     

    If you order a digital product, the download link will take you to your Downloads Dashboard, where you can get all the files, or specific files as needed.

     

    If you order a physical product, you'll get an email with the tracking number, and your Account Dashboard will be updated. This takes a day or two to process after the shipment is picked up by the carrier.

     

  • How long does shipping take?

    Most items are shipped within 24 hours of order receipt, aside from weekends and holidays.  We ship every business day; all orders ship from a fulfillment warehouse in Kansas.

     

    UPS takes between 2-5 days for delivery depending on delivery location. UPS does not deliver to post office boxes. Please provide a street address for UPS orders to speed up the shipping process.

     

    USPS Priority Mail takes 2-3 days; Media Mail takes 7-10 days.

     

    INTERNATIONAL SHIPPING

     

    A single book or up to 4 DVDs will fit into Global Priority Flat Rate packaging, $23.95 to most locations.

     

    Most international mail arrives in two or three weeks, depending on how long the package takes to process through customs. We do not reship until after four weeks, because customs processing is sometimes very fast, sometimes fairly slow, and there's no way to know in advance what to expect.

     

    Customs or duty charges are not included in your purchase and will be added at the point of delivery since we do not have access to each country's duty rates and policies.

     

  • Where are the Extras on the physical DVD?

    When you load the DVD into your computer, it will probably automatically start to play. Stop the player and navigate to the DVD folder, where you’ll see the video files, plus another file called Extras. That folder contains the transcript, audio file and any other material mentioned in the video.

  • I can't open my support ticket

    If you have a support ticket in process and you get the message “This is a private ticket. It can be viewed only ticket author,” it means you aren’t logged in. You have to be logged in to see your private ticket. If you're logged in and see that message, it could mean you have two email addresses in the system, and started the help ticket using a different one. Drop us an email for help: contact@otpbooks.com.

  • Digital Content
  • Can I download and keep videos or just watch them here?

    You can do both! When you order one of our digital videos, you'll have access to the video's membership page, which will include a video player as well as download links for the video and all of the content that comes with it. This includes all the Extras material found on the physical DVD (transcripts, audio files and other digital assets), as well as any bonus material that comes with the product.

  • Where’s my download?

    Your digital files are available in your Download Dashboard. You'll have to log in using the email address you used during checkout in order to access the files attached to your account history.

     

    Once you've downloaded the file, it will be available wherever your normal downloads are found. Usually they'll be in a folder called "Downloads," but once in a while it will go to wherever you downloaded to the last time. Occasionally downloads go to the Documents folder. Browsers often have a quick link to the download folder—test that using CTRL+J.

     

    If you still can't find the file, the easiest way to remedy that is to redownload using a right click (control click on a Mac) to "save file as" and tell the file where to go.

  • When I try to download, the video starts playing. How do I just download it to my computer?

    In most cases, the download will start, but if a new window opens and the video plays instead of downloading, try a RIGHT+CLICK to 'Save as' and tell the software where to save the file. On a Mac, that's a CONTROL+CLICK.

  • My product has bonus files. Where do I find those?

    Whether you ordered a physical product or digital files, your bonus files are available in your Download Dashboard as a separate order. This will be listed in the order history, and you'll click on the Access Files link to the right of the product title. You'll have to log in using the email address you used during checkout in order to access the files attached to your account history.

  • Can I use the digital files on multiple devices?

    Yes! We don't use digital rights management (DRM) on our digital files, and you're welcome to transfer the files between your computer and devices.

     

    When you order an ebook package from us, you'll get the PDF, the kindle file and the epub file for use in iBooks and other readers, and can read the book on any device.

  • What's the difference between the audio book and the MP3 files?

    The m4b audio book file is a single file with all the chapters together. Your player, such as iTunes, will keep track of where you are in the book. This is the best file to use unless your player requires the mp3 chapter files, or if you want to keep a single chapter separate for some reason.

  • Do I have to download everything at once?

    Our digital products can be downloaded all at once via a compressed Zip file, which is just a folder holding multiple files. If you want to download the full package to your computer, that's the easiest way to do it.

     

    However, if you just want to download a single pdf or an audio file to your phone, but don't want the rest of the package on your device, you can do that via the separate download links on your product Membership Page. You can return later to get the other files at your convenience...or never, if there are download formats you don't need.

     

    There's no time limit on our downloads, and you can redownload at any time.

  • Which ebook file should I use?

    Our ebook packages include three file formats, the PDF, a Kindle file and an epub file.

     

    PDF files can be read on all computers and devices, but if you have an Apple device that doesn't have a PDF reader, you'll need to install a free one. PDF files match the print book layout — they look a little better, but in ereaders, the formats below will probably be better because you can adjust the font size and use your other reader app tools.

     

    Epub files can be read with iBooks and most other ereaders or ereading apps on other tablets, mobile phones or devices.

     

    Mobi or prc files are what your Kindle or Kindle app will open.

  • I downloaded the file, but now I can't find it.

    If you didn't specify a location for the file to be stored, it was probably put in a common downloads folder. Usually they'll be in a folder called "Downloads," but once in a while it will go to wherever you downloaded to the last time. Occasionally downloads go to the Documents folder. Browsers often have a quick link to the download folder—test that using CTRL+J.

     

    If you still can't find the file, the easiest way to remedy that is to redownload using a right click (control click on a Mac) to "save file as" and tell the file where to go.

  • I'm having trouble downloading a video to my phone

    Video files are large, and mobile devices fill up fast. It’s very common for us to troubleshoot for awhile, and then discover the problem is a full device. Check your storage space before you spend too much time troubleshooting.

     

    Another thing that happens fairly often is for a person to start a large video download, which takes a long time via wireless, and then discover the device went into autolock or sleep mode before the download finished. Check your autolock setting to fix this one.

     

    Dropbox
    You can also download the file to your iPad, open it in the iZip app and extract the file to Dropbox where you can watch the video there, and will also have access to the file with your other devices.

  • There's room on my laptop, but the file still won't download

    Occasionally there will be a limit on the size of the files in the download folder, or of the folder itself. This is worth a quick check before you spend too much time troubleshooting.

  • I'm using Chrome and having trouble with a large video download

    Chrome appears to have a problem with larger files and sometimes doesn't complete the renaming process after finishing the download. Before you spend too much time on this, try the download in Firefox and see if that doesn't fix the problem. The larger the file, the more likely this is the culprit.

  • How do I get access to my older downloads?

    Easy! Just drop us a note at contact@otpbooks.com and we'll get all your digital downloads set up in your new account dashboard.

  • What's the difference between buying digital from OTP or from Amazon?

    Buying from Amazon is easier because it just becomes part of your Kindle library. The price is the same either way.

    The difference comes in what you get in our packages, which include the Kindle version, plus the epub version in case you switch devices later, plus the PDF. And we include a bonus package with most of our products that contain several digital files related to the main product. These are often worth about $10, or sometimes contain things that aren't for sale anywhere.

    It's a little more hassle with our files, at least the first time until you get the hang of it. So... ease vs extra value is the difference, and which is most important to you would be how to decide.

  • Do I need a computer to transfer files? I only have an iPad.

    You can order and download direct to iPad or another mobile device (or mix and match, for that matter—you're not limited to the single device you use to purchase). You don't need a computer or laptop to transfer files. Once you place an order via your iPad, you'll get a set of download links. You can download the full package to your iPad, but better yet, just download the file needed for the app you want to use (reader, video player or audio app), so you won't use as much space on your device.

  • Can I use the audio book in iTunes? I don't want to listen to all the chapters over cellular data.

    Definitely! The file you want for the audio book in iTunes is the M4B file. That will give you all the chapters in one file, and iTunes will keep your place, rather than trying to listen to each chapter individually.

    If you download that, when you click on it it should open in iTunes. However, some device setups are different, and if it doesn't open you may have to sideload it into the device. Drop us a note at contact@otpbooks.com if you need help with that.

  • Zip File Access
  • What is a Zip file?

    Our digital products can be downloaded all at once via a compressed Zip file, which is just a folder holding multiple files. If you want to download the full package to your computer, that's the easiest way to do it.

     

    However, if you just want to download a single pdf or an audio file to your phone, but don't want the rest of the package on your device, you can do that via the separate download links on your product Membership Page. You can return later to get the other files at your convenience...or never, if there are download formats you don't need.

  • I have the Zip folder but can't watch the video

    If you downloaded the files delivered in a ZIP folder, once the download is finished, double-click to extract the files to a folder before trying to open them. You won't be able to read or watch a zipped file without extracting from the ZIP folder.

     

    If you've downloaded into Dropbox before installing a ZIP file app first, you may have to delete it from Dropbox and reload it before the ZIP app will be able to access it.

  • I tried to download the Zip file, but what I got was a .zip.cpgz file

    A .cpgz file means the zip file was corrupted — there was a glitch during the download, most likely from a brief interruption in your internet connection.

     

    First thing you'll want to do is delete the .cpgz files so the new files can download correctly.

     

    Make sure you have enough space on your hard drive, and that your download folder doesn't have a space limitation.

     

    Then, re-download the file. If you bought multiple products and are having problems, download them one at a time, not all at once.

  • Zip files and Android

    Were you able to download but not open the zip file? You may need a zip file app. Here's a free one for android.

     

    Once you get the file downloaded and opened with the zip app, you'll then click on one of the files to open it. If you click on the PDF, that will open in a PDF reader; the prc and mobi files will open in the Kindle reader, and the epub will open in other readers (Nook, iBook, etc).

     

    If you've purchased a video, click on the mp4 file and your video will play.

     

    If you are unable to get the file to open in the Kindle Android app, you can email the prc or mobi file to your Kindle email address.

     

    Adobe has an excellent Android e-book download tip sheet here.

  • Zip files and Acer Tablet

  • Apple Computer or Mobile Device
  • My video file won't download to my iPad

    If you're having trouble with a large video download, check your Energy Saving option in the System Preferences. If the hard drive is set to sleep after 15 minutes, your download will probably fail. Change this to 'never,' at least until you get your video downloaded.

     

    Video files are large, and the wifi to your iPad will take a lot longer than downloads to a cable modem.

  • I have an iPad and can't open my ebook files from the Zip folder

    First, you can just download the specific file you want using the individual download links. You don't have to trouble over the Zip file formats if you don't want to. And you wouldn't want to download BOTH the Zip files and the individual files since that takes up double the space.

     

    If you have an Apple computer or mobile device, you may need a plugin to open the Zip folder, as Zip does not come automatically on Apple products. It may seem like a hassle, but the upside is you'll be set up to get zip files from us and other sites in the future. If you don't have one, here's a free zip plugin that works well for a lot of people, Zipeg. 

     

    But really, for mobile devices, it's probably better to just download the single file you need, and then download the Zip file on your computer later.

  • I wanted to read the PDF on my iPad but I can't open it.

    Apple devices don't always have a PDF reader, so you may need a free app for that. Here's the free reader from Adobe.

  • I downloaded the files to my computer, but how do I get the book to my iPad?

  • I can see the download here, but I can't watch the video

    Are you able to view other mp4 files? If not, you may need a plugin for your quicktime program. You may be missing the codec that plays MP4 videos (that's the format of the downloads).

     

    To bypass the Quicktime troubleshooting, VLC is a free player to add to your Mac. It will play pretty much anything and is very popular.

     

    Here's how to check the Quicktime codec:

    Download and test the file sample_mpeg4.mp4 here and you'll know if this is a quicktime issue.

     

    Here's the paid Quicktime add-on page.

     

    Here's a free download from the quicktime forum that may work for you.

     

     

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