Frequently asked questions

Using the FAQs section

You should find the answers to most questions within the sections below, however if not then use the search box below to search for content.

Contacting Licklibrary
Can I visit Licklibrary?
How can I get in touch?
Registering your account
Do I have to sign up for a fixed period of time?
What are the different levels of membership?
How do I sign up?
I only want to buy a DVD, can I buy one without signing up?
FREE Membership DVD entitlements
How do I redeem my FREE membership DVDs?
My account problems
I’ve registered an account but I’ve forgotten my password
I’ve registered an account but I’ve not received my account validation email.
Loyalty Points
How many points are awarded for Licklibrary product purchases?
How do I check how many points I have?
How do I use my points?
Can I redeem my loyalty points on sale items?
How many points do I need to buy a DVD?
How many points will I need to redeem a product for free?
What are loyalty points?
Downloading & playing media
Can I download your video lessons and jam tracks to my computer / portable music device?
Can I download the ZIP files direct to my iPad / Android Device?
How big are your digital downloads?
I have downloaded one of your ZIP files but I cannot open it, why is this?
I have purchased a digital download but I cannot find on the LickLibrary website where to download it from?
I’ve downloaded a Jamtrax backing track / digital download but can’t find it.
What format are your digital downloads in?
DVD Related Questions
Can I watch a PAL DVD on a NTSC based system & vice versa?
I live in a country that uses NTSC, is there any way I can watch a PAL format DVD?
What does PAL & NTSC mean?
What region are your DVDs?
My DVD does not autoplay in my computer, what should I do?
Refunds and Returns
I have a faulty product what should I do?
What can I return?
When will I get my refund?

Contacting Licklibrary back to top

Can I visit Licklibrary?

Yes, you can find us at the following address :-
Unit A,
Chesham Close,
Romford,
Essex RM7 7PJ
United Kingdom

Our offices are open between Mon-Fri 9am - 5pm GMT (UK Time)
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How can I get in touch?

There are a number of ways you can contact LickLibrary, but the best two options we suggest would be to either use our contacts forms on our Contact Page (click here to access the Contact page) or alternatively you can call us on +44 (0) 1708 757337 between Mon-Fri 9am - 5pm GMT (UK Time)
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Registering your account back to top

Do I have to sign up for a fixed period of time?

You can sign up for a FREE membership at any time, and cancel this membership at any time.

Our paid membership accounts (Elite, DVD Premium, DVD Gold & Ultimate) are for either a minimum six month term, or on a rolling one month basis, with your initial payment for this term taken immediately from your payment card (or Paypal account) on the successful registration and then automatically every subsequent six months (or each month if you have chose a monthly option) afterwards for as long as you wish to be a paid member.

If you decide to downgrade your account prior to your next due payment, please ensure you contact us first.
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What are the different levels of membership?

Free - gives you access to the website to make purchases of our Online Media, Jamtrax and LickLibrary DVDs and Jamtrax CDs.

Elite - gives you full free access to our Online Lessons and Jamtrax, plus discounts on our LickLibrary Products.

DVD Premium - Includes all that Elite membership offers, plus you can claim one free Licklibrary DVD each month (as either a physical DVD or if it is available, a digital download) for as long as you are a paid member.

DVD Gold - The same as DVD Premium but instead you get the chance to claim TWO DVDs per month for the duration of your paid membership.

PLEASE NOTE : you must ensure you claim your free DVDs each and every month, as unused DVD claims DO NOT accumulate/roll over into subsequent months and therefore will be lost once the next month of your membership starts (e.g. if you started your membership on the 15th day of any given month then the next month term of membership with start on the 15th of the subsequent month)

Ultimate membership - Includes all that Elite membership offers, but does not offer any DVD claims. Instead it gives you full instant streaming access to an ever growing library of over 100 LickLibrary DVD titiles, which will always include any new technqiue based DVDs as soon as we release them.
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How do I sign up?

To register an account with Licklibrary you simply click the green coloured ‘Join’ button at the top of this web page.
Please Note:- You will require a valid and active email address to register an account with Licklibrary as without this it will not be possible to successfully complete your account registration.
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I only want to buy a DVD, can I buy one without signing up?

No, you will be required to set up an account with Licklibrary using a legitimate email address in order to make any kind of purchases, but you can join as a FREE member if you only wish to purchase DVDs from us.
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FREE Membership DVD entitlements back to top

How do I redeem my FREE membership DVDs?

To redeem your FREE DVDs firstly you must be either a DVD Gold or DVD Premium member. To upgrade your account click on the "upgrade" link on your membership profile.

When purchasing a DVD continue to the payment page and there is an option to redeem free membership DVDs. Depending on the DVDs available to claim you can offset against the items in your basket by ticking it off. 

You will notice that on the basket details page below the items in your basket a box detailing how many DVDs you can claim.

The price will update as you redeem your FREE DVDs on the page. Please contact us if you have any problems.
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My account problems back to top

I’ve registered an account but I’ve forgotten my password

If you cannot remember your password all you need to do is click on the link below the ‘Password’ entry text box on the Login page, then enter your email address that is registered with Licklibrary and click the ‘Reset & Email’ button to send you an email to allow you to reset your password. If you do not receive this email, please check your Junk Mail folder and ensure that your spam filters are set to allow email from 'licklibrary.com'

We strongly advise not to copy and paste the new password directly from the email into the password entry box as this can cause issues. We suggest to manually type in the new password and also ensure that your web brwsoer is not storing your existings password, as again this can cause login failures.

PLEASE NOTE:- It is not possible to contact us directly to ask us what your current password is as they are encrypted and we cannot see what they are, you must use the password reset option.
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I’ve registered an account but I’ve not received my account validation email.

If you have registered an account with a valid and active email address, we first recommend to check your Spam/Junk Mail folder in case the validation email has been automatically flagged as Spam/Junk Mail (and if this is the case then ensure that your email client is set to accept email from ‘licklibrary.com’). If you wish to resend your account validation email, please contact us and we can resend this to you manually.
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Loyalty Points back to top

How many points are awarded for Licklibrary product purchases?

Purchase Points awarded

Individual Jamtrax 25 points each

Individual Lesson 50 points each

Just Jamtrax CD 100 points

Licklibrary DVD 200 points

Perfect Partner set (Learn to Play DVD & CD) 250 points

Perfect Partner set (Six DVD Sets) 800 points

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How do I check how many points I have?

You can use your loyalty points to purchase Licklibrary DVDs if you have a sufficient amount in your account. You can check your balance by clicking on the "Loyalty points" section within "My Licklibrary" once you are logged in. 

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How do I use my points?

Once you have added items to your basket continue through checkout to the order summary page. You will then see an option to "use loyalty points", simply tick the box next to the product(s) you wish to claim and the payment amount will be adjusted.
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Can I redeem my loyalty points on sale items?

PLEASE NOTE : You CANNOT use your loyalty points on any LickLibrary products that are reduced in price during any sale offers we are operating, they can only be redeemed against normal price LickLibrary products.

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How many points do I need to buy a DVD?

Each Licklibrary DVD has a value of 2000 points, so to use your loyalty points for a Licklibrary DVD purchase you will need at least 2000 points in your account.
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How many points will I need to redeem a product for free?

Individual Jamtrax 250 points

Individual lesson 500 points

Licklibrary DVDs 2000 points

Licklibrary Perfect Partner Sets (DVD & CD) 3000 points

Licklibrary Perfect Partner Sets (six week DVD sets) 8000

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What are loyalty points?

Loyalty points are accrued when you purchase any Licklibrary DVD, CD, lesson or jam track from this website, these points are assigned automatically on purchase to your account. Once you have collected enough points, these points can then be redeemed against any licklibrary DVDs

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Downloading & playing media back to top

Can I download your video lessons and jam tracks to my computer / portable music device?

The ‘Online Lesson’ videos are only available as streams and therefore not available to download, however all the jam tracks on the website are available to download and play on from your compatible devices. The only other additional items you can download are 'digital' versions of our DVD and CD catalogue which are available to buy in the Store.
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Can I download the ZIP files direct to my iPad / Android Device?

Whilst this is technically possible on both types of devices, by default neither iOS or Android currently support the opening of ZIP files natively and therefore would require the installation of a 3rd party app to open this type of file (which are available from the App Store/Google Play). Therefore we recommend that you download the ZIP file to a desktop/laptop computer, extract the contents of the ZIP file and then transfer the MP4/MP3/PDF files you have extracted over to the iPad via iTunes or to your Android device using Android compatible file transfer software.
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How big are your digital downloads?

The size of the zip files does vary greatly depending on the DVD/CD title in question, with digital DVDs being approx between 1.5GB - 5GB and CDs being approx 30MB - 100MB in size.
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I have downloaded one of your ZIP files but I cannot open it, why is this?

There are a few reasons why you may not be able to open the ZIP file, the first being that it has corrupted during download and therefore you would need to delete the file you have downloaded and attempt the download once more. If you are a Mac OS X user, sometimes the default application on OS X does not handle large zip files very well, so we suggest to download and install 'The Unarchiver' from the App Store, which is free to download and can be found via this link http://itunes.apple.com/app/the-unarchiver/id425424353?mt=12&ls=1
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I have purchased a digital download but I cannot find on the LickLibrary website where to download it from?

Any purchased digital downloads can be found by going to the 'My LickLibrary' page, then clicking on the 'My Media' tab in the middle of the page, where there is a section called 'My DVDs & Digital Downloads' and it is here where you can locate and download your digital downloads (there are 'Download' buttons underneath the respective product image). There are currently NO limits imposed as to the amount of times you can download any digital downloads.
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I’ve downloaded a Jamtrax backing track / digital download but can’t find it.

As with any type of file download from a website via a web browser, the jamtrax or digital download you have selected to download will be saved to the folder location you have selected on your computer's web browser (some web browsers have a default download folder so you will need to check there first), so please make a note of this folder location prior to saving the downloadable media on your computer.
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What format are your digital downloads in?

All digital downloads consist of a compressed 'ZIP' file which (depending on the type of DVD/CD product it is) will contain either H.264 MP4 Video, MP3 Audio and/or Adobe PDFs of any related TAB that is available for that title. To view the contents you will need to download this ZIP and then open it and extract the files using your default ZIP file application (most operating systems will handle such files by default)
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DVD Related Questions back to top

Can I watch a PAL DVD on a NTSC based system & vice versa?

Whilst it is generally possible for PAL set top DVD players to play NTSC formatted discs (if the DVD player is ‘multi region’ capable), unfortunately most NTSC set top players by default CANNOT play PAL DVDs unless the device is 'multi format' capable (not be confused with 'multi region') which in this case such NTSC set top players can convert PAL format DVDs on the fly to play directly on a NTSC TV (but you will need to check with your DVD player's documentation or manufacturer to confirm this).
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I live in a country that uses NTSC, is there any way I can watch a PAL format DVD?

Yes there is! Apart from getting your hands on a 'multi format' set top DVD player (mentioned above) the other easy option you have is to use a computer's in-built DVD player, as ALL computer based DVD players (on both PC and Mac) are not subject to video format restrictions and will happily play BOTH PAL & NTSC DVDs irrespective of which country you live in. Please note that DVD players used in games consoles (X Box, Playstation, Wii etc) DO NOT always support both video formats so again you will have to check with the manufacturer for more information.
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What does PAL & NTSC mean?

PAL & NTSC are the two main video standards used globally for televisions, DVD players etc. As a rough guide PAL is predominantly used in the UK, Europe and many parts of Asia and Africa and NTSC features mostly in the US, Canada, most of South America and Japan. If you are not sure of the video standard you use in your country then CLICK HERE for more information.
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What region are your DVDs?

All of our LickLibrary branded DVDs are 'Region Free' / 'Region 0' as they are educational and therefore have no geographical playback restrictions apart from the video format (read 'Can I watch a PAL DVD on a NTSC based system & vice versa' for more information).
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My DVD does not autoplay in my computer, what should I do?

There can be times when your computer's operating system will not autoplay our DVDs when they are inserted. To get around this all you need to do is open your default DVD player software BEFORE you insert the DVD disc, then if the the DVD still doesn't start playing, simply go into your DVD player controls and manually start the playback of the DVD.

If you continue to have issues with your DVD player software, we suggest that you download and install VLC Player which is free and availabe from www.videolan.org. Once installed, please follow the steps above and you should then be able to play the DVD without any issues. If you continue to have issue please contact our technical support.
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Refunds and Returns back to top

I have a faulty product what should I do?

We will replace any faulty product you have received free of charge. Please either use the ’Product Returns’ contact form (click here to access the Contact page) to request a replacement, stating your order reference number and the item(s) you believe are faulty or alternatively send an email to orders@licklibrary.com providing the same information.
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What can I return?

You may return unopened items within 30 days of delivery for a full refund.
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When will I get my refund?

Generally refunds are completed within 3-5 working days after we receive and process your returned item(s).
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