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Video on Demand Home / Frequently Asked Questions

Frequently Asked Questions

About Leerburg On Demand

Common Questions & Problems

Do you have a question about Leerburg On Demand that you don't see listed here, or want to know which videos we recommend? Ask us.

Have a training question for Ed and Cindy? Check out Leerburg's brand new Q&A section for the largest online database of dog training questions and answers.

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About Leerburg On Demand

What is Leerburg On Demand and how does it work?

Leerburg On Demand is our brand new streaming video application with hundreds of free and pay per view videos for you to watch directly on your computer. Streaming videos are not physical DVDs; they are online videos that you can begin viewing immediately -- no waiting or downloading is required. We are now offering pay per view streaming versions of some of our best-selling Leerburg DVDs, as well as a variety of other helpful training material. The content of this application includes:

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What are the system requirements for using Leerburg On Demand?

Leerburg On Demand is an online streaming video application. You must have the latest version of Adobe Flash installed (get it here) and an internet connection speed of at least 3.0 mbps (we strongly recommend an even faster connection to avoid any intermittent issues). If you're using an apple mobile device such as an iPhone, iPad, or iPod, you do not need Adobe Flash installed but you will still need a high-speed internet connection of 3.0 mbps or greater.

Although the majority of people experience no problems, we do not offer refunds on streaming video purchases so it is your responsibility to make sure your system is compatible. A test video is available here. You must be connected to the internet to watch these videos.

In addition, if you'd like to rent and watch pay per view videos, you will need to sign up with a Leerburg user account and be logged in to have access to your video. You are not required to sign up or log in to watch our free videos.

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Do you offer DVD versions of these videos?

Leerburg.com offers a variety of dog training DVDs and other dog training equipment, and while all of our most popular Leerburg training DVDs are now available as streaming videos in our pay per view section, some of the material featured in Leerburg On Demand is only available online.

If you buy the streaming version of a video that we also offer on DVD, you will receive a coupon code in the email confirmation of your order for the amount you paid off of the DVD. This means that if you paid $60.00 for the streaming video version of a DVD that is regularly $65.00, you can use the coupon code to buy the DVD for only $5.00. If the price is the same, you can get the DVD for free (plus shipping charges). Check out the full list of qualifying videos here.

In addition, whenever you purchase one of our regular Leerburg DVDs, you can automatically get access to the streaming video for free. This means you can start watching your video even before you receive it in the mail. To take advantage of this, you must be logged in with your Leerburg account, or check your order confirmation receipt for a link to click if you weren't logged in or registered at the time you placed your order. Clicking the link will give you access to your videos if you weren't logged in when you first checked out.

If you already own a DVD and want to watch the streaming version, you can get access to the streaming version at no extra cost.

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Do I need to register for an account to watch or purchase videos?

You do not need to register to watch free videos, however you do need an account to watch or purchase Pay Per View videos, to review videos and products, and to add videos to your favorites. If you signed up for a Leerburg account in the past while placing an order, or if you've registered for our webboard, then you already have an account and can use your existing username and password to login.

There are many benefits to creating an account (see below).

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What are the benefits of creating an account?

Creating a Leerburg User Account gives you access to many of our website's special features. Here are just a few of the benefits of signing up:

In addition, logging in with your account will make your Leerburg.com shopping experience faster and easier. Other benefits include:

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Is my personal information safe?

Leerburg.com will never share your information with other parties. Read our Privacy Policy here.

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Can I sign in with my Webboard username and password?

Yes. If you've already registered to use Leerburg's webboard and discussion forums, you can use the same username and password to log in anywhere on our site.

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How long will I have access to my Pay Per View video?

You will ALWAYS have access to your videos. They will never expire, and you can watch them as many times as you want. Once you enter your payment information and your card is approved, you can begin watching your videos immediately.

In the past, Leerburg's videos were part of a rental system, but we have since moved away from this system entirely. If you purchased any videos in the past, you can disregard any reference to a "Rental Period" or an expiration date, as they no longer apply.

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Why do some of the Pay Per View streaming videos contain pieces of the same content?

We've had a few customers point out that some of our videos contain footage that is the same or similar to footage used in a different video. In addition, there are a few free videos that contain clips or passages from existing Leerburg videos. Here is Ed Frawley's response:

You are correct that there is some repetition of basic concepts in a couple of the foundation DVDs. We cannot assume that people have every one of the DVDs that I produced with Michael. We have to make sure that all the trainers have the foundation of the work.

As we get into more advanced videos, there will be less and less of this because we will assume that people already understand these concepts. A perfect example of this is the video I am editing now, "PROTECTION SKILLS WITHOUT A DECOY." It’s a great DVD and trainers will love it. Some of the work (I.E. contact heeling) requires people to know and understand "leash pressure." I am not going to cover it again in the DVD – I just say that it’s covered in the focused heeling DVD (available on demand or on DVD).

The same goes for section on bite placement and defense of handler. I tell people they have to know the concepts in the tug dvd (available on demand or on DVD) to do this work.

I hope this answer explains where I am coming from. In the end we just want people to know what they are doing and to have their foundation established before they move into the more detailed training steps.

-Ed Frawley

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Can I purchase a streaming video as a gift for someone else?

Yes. If you'd like to purchase a streaming video for somebody else, visit our Video on Demand Gift page to add the streaming video(s) to your cart. You can purchase them alongside any other items you need (tugs, balls, DVDs, etc.), but if you want to purchase streaming videos as a gift for more than one person, you must place an order for each person's gift separately.

When purchasing a video for somebody else, you should not be logged in when you submit your order, or the video may be added to your own account instead. If you usually log in to place an order, don't worry -- we will still be able to find you in our customer database when we process your order.

After placing your order, you will receive a unique link to access the streaming videos you just purchased. This link is for the recipient of the gift -- do not click this link to add the videos to your own account! You will receive one unique link per order, which is redeemable once by one user only. If the recipient does not have a Leerburg account, they will be prompted to log in or create an account at this time.

**You are responsible for providing this link for the recipient.**

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I received a streaming video as a gift. How do I access it?

If someone else purchased a streaming video for you as a gift, they should have provided you with a unique, one-time-use link to click. After clicking the link, you will be prompted to log in or create a free Leerburg account if you are not already logged in. You will then be asked to confirm that you would like to add these videos to your account. You can only do this once!

Once the videos have been added to your account, you can access them at any time under the "My Video Library" tab of the Video on Demand section of our website. You can watch them as many times as you want.

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Common Questions and Problems

The picture or sound on my video is choppy and won't play smoothly. What's wrong?

A choppy or stuttering video usually indicates that your internet connection speed is not meeting the minimum system requirements for streaming videos on our website. To play all of our videos without experiencing these issues you need a connection speed of at least 3.0 mbps, with respect to Leerburg's streaming video server in the United States. Connection speeds can fluctuate often, so we strongly advise an even faster connection to avoid running into any issues.

Please keep in mind that your physical location can have a significant impact on your connection speed. You may be paying for a speed of 10 mbps or higher, but if you live very far from the United States, you may have trouble reaching the minimum requirement speed. You can test your connection speed here.

If you find that your connection speed is right on the border or very close to meeting the minimum speed requirements, click here for a few things to try in order to slightly boost your connection speed.

If your connection speed is not the issue, it's also possible that there is a setting or compatibility issue between your computer and our streaming video player. For PC and Mac users, we have an alternate player available for you to try. To switch to this player from any video you are watching, click the "Try our other player" link in the upper right corner of the screen to view your video using our alternate player.

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Can I watch the streaming videos on my iPad, iPhone, or iPod?

Yes, our videos work on ALL tablet and mobile devices. As long as you have access to a high-speed internet connection (3.0 mbps or greater), you can watch all of our streaming videos on your iPad, iPhone, or iPod. This includes both our free and on-demand videos.

It is a common misconception that our streaming videos will not work on these devices because they do not support Adobe Flash, which is required to view our videos on a regular computer, but we have an alternate streaming video player available for users with apple mobile devices like these. Our system will automatically detect whether you're viewing our website from one of these devices and redirect you to the alternate player. You do not need to do anything extra in order for this to happen.

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What if I forgot my username and password?

To recover a lost username or password, simply follow the instructions on this page. This is an automated process, and it is the fastest way to recover your information and log in again. Instructions will be sent to the email you have on file with us. If you don't see the email right away, be sure to check your junk mail filter. You should also add Leerburg.com and AmazonSES.com to your safe senders list. If you didn't receive the email or are still having problems, you can contact us and we'll help you get the issue resolved.

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How do I change my password or email address?

You can update your information here. You must be logged in to do this.

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Why isn't my video review or comment showing up?

All reviews have to be screened for appropriate content, so there is a brief waiting period (about one business day) before your review or comment will appear. This means you'll never have to see inappropriate advertisements or spam while browsing our videos.

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How do I report a problem with a video?

If you're experiencing problems with multiple videos, or if you're having issues with videos that have worked fine in the past, it may be caused by a temporary issue with your network. Connection speeds can fluctuate significantly over time, so please check that your connection speed currently still meets the minimum system requirements. You may also want to try refreshing the page, closing and re-opening your internet browser, or completely restarting your computer. Your computer may be running other processes that are using your system's resources, and restarting can sometimes resolve this issue right away.

If you'd like to report a problem with the audio or video quality of a specific video, you can contact us here to let us know about the problem. Please provide the name of the video, a description of the problem, and the approximate time where the problem occurs.

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Why isn't my video showing up under 'My Video Library?'

If you paid for your video but it does not show up under your 'My Video Library' tab, please contact us or call our office at 715-235-6502 to resolve the issue. Please provide your order number if you have it. Our office hours are 8am-5pm Central Time.

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How do I contact customer support?

If you have a question you don't see listed here, or if you are having problems with your account, logging in, or with the site in general, you can contact us here and we'll get in touch with you as soon as we can. You can also use this link to provide feedback about our website. To speak to our office staff about problems submitting your order or charging your card, please call 715-235-6502. Our office hours are 8am-5pm CST.

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How do I use the coupon code I got when I purchased my streaming video?

If you purchased the streaming version of one of our videos and later decide you want to purchase the DVD as well, you can use the coupon code you received in your email confirmation for the amount you paid off of the DVD. This means that if you paid $60.00 for the streaming version of a $65.00 DVD, you can use the coupon code to buy the DVD for only $5.00. If the price is the same, you can get the DVD for free (plus shipping charges).

To use the coupon code, add the DVD to your cart. Make sure to be logged in with your Leerburg account at the time you proceed to the checkout, then enter the coupon code into the discount field and click "Apply." Please note that this is a unique, one-time-use coupon specifically for you.

You can view your available coupon codes by clicking the "View Account" link at the top of the screen. If you purchased a streaming video but were not logged in at the time, you may not have received a coupon code because they are tied to your account information. You can contact us here to request a custom coupon code if you missed it.

Check out the full list of qualifying videos here.

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What if I lost or can't find my coupon code?

If you lost your coupon code and no longer have your order confirmation email, recovering your coupon code is easy. You can find all coupon codes currently associated with your account by clicking the View Account link in the upper right corner of our Video On Demand section. You can also find this link in the upper right corner of your shopping cart when you're ready to check out and purchase the DVD.

If you purchased a streaming video but were not logged in at the time, you may not have received a coupon code because they are tied to your account information. You can contact us here to request a custom coupon code if you missed it.

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I bought a DVD. How do I get free access to the streaming video?

Logged in users will automatically get access to the streaming version of any DVDs they purchased immediately after submitting an order.  We automated this process at the beginning of 2012, so if you purchased a DVD before that time, or if you were not logged in at the time you placed your order, you would not have automatically been given access.

If you weren't logged in or did not have an account when you checked out, you can still get access.  Check the order receipt that you receive via email after checking out for a link to follow.  You will be prompted to log in or create an account, and once you have done so you will be given access. If you do not have your order receipt, or if you purchased any DVDs before 2012, we can still give you access manually. You can contact us or call our office at 715-235-6502 to request streaming access to your videos. Office hours are 8am-5pm Central Time.

Streaming access for purchased DVDs is free, and since you get access right away, you don't have to wait for your DVD to arrive in the mail to begin watching it.

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I missed the link to get free streaming access. Can I still get it?

Yes. Check the order receipt you were emailed for a link to follow with instructions to get access.  If you no longer have your receipt, or if you purchased your DVDs before February of 2012, you may need to be granted access manually.  If this is the case, go to the Contact Us page and let us know that you'd like to watch your video and we'll give you access.

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I don't have the minimum system requirements. Is there any other way to view the videos?

If you don't meet the minimum system requirements to watch the streaming videos but are very close to reaching the 3.0 mbps connection speed, there are a few things you can try in order to slightly boost your speed. Make sure you have no other active downloads going on while you try to watch the video, or any other activity on your network that could affect your download speed. Simply trying to watch the video at a different time of day when your network isn't as busy may also help. If you are using a wireless internet connection, try plugging your computer in to use a direct internet connection. If you know you're paying for an internet connection with an advertised speed equal to or greater to the minimum system requirements (3.0 mbps or higher) then we recommend you contact your internet service provider to find out why your connection speed might be slower than it should be.

If you're using dialup internet or if you simply can't meet the system requirements, you will not be able to view the videos. Most of our on-demand videos are also available on DVD, so if you're having trouble viewing the free videos, we would suggest purchasing the DVD version instead. DVD purchases include streaming access, so you will still be able to access the streaming version at any time if you are able to meet the system requirements in the future.

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I purchased a Leerburg DVD from Amazon.com or through a dealer. Can I still get free streaming access?

Yes. Third party dealers are not a part of our system, so it is not possible for us to automatically grant access, but if you sign up for a Leerburg account and contact us, we will be able to manually grant you streaming access to your video.

If you want access to your video instantly, the best option is to purchase the DVD directly from Leerburg.com. Our office hours are Monday through Friday, 8am-5pm Central Time.

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I received a streaming video as a gift. How do I access it?

If someone else purchased a streaming video for you as a gift, they should have provided you with a unique, one-time-use link to click. After clicking the link, you will be prompted to log in or create a free Leerburg account if you are not already logged in. You will then be asked to confirm that you would like to add these videos to your account. You can only do this once!

Once the videos have been added to your account, you can access them at any time under the "My Video Library" tab of the Video on Demand section of our website. You can watch them as many times as you want.

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