FAQ

Frequently Asked Questions

Audio Downloading and Video Streaming

Where do I access my purchased audio/video downloads?

There are two locations in which to access links to your purchased audio downloads; in the email you should have received, and also in your store account, if you set one up at checkout.

To access your store account, please go to http://store.derekoneill.com/account/login

To set up a store account, using the email address that you gave at checkout, please go to http://store.derekoneill.com/account/register

Once logged into your store account, look for the My Downloadable Files link, above your order details.
If you did not receive an email with the download link, please contact us and we will resend it.

Why can’t I download my video files?

Please also note that access to videos are via a streaming service, you will not be able to download and save the videos to your computer. You do have unlimited access to your purchased videos, through our premium streaming service, which will give the best possible viewing experience on all computers and mobile devices.

How many times can I download an audio file?

You are provided with 5 download attempts for each purchased audio file. If you exceed this, and still have not successfully downloaded your audio file, please contact us, and we will reset your download limit.

Why can’t I download audio files to my iPad?

An iPad, or any other iOS device, does not have a default app to automatically detect and download files. You can listen to the audio files by clicking the download link, but this action will not save the file to your iPad.

To download the audio file, either download the file onto a computer (laptop or desktop), or alternatively, install an app (i.e. iCab or Dropbox) to download files onto your iPad.

Why can’t I log into my store account?

Please be aware that you may have two logins for the derekoneill.com website; one for the members’ section, and one for the store. If you are using the correct details, you can try the Forgotten Password link on the sign-in page. If you are still not able to login, please contact us, and we can check you details, and reset your password if required.


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New York, NY 10001

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