How can we help you today?

We’re here to make your experience with Cognivault as smooth as possible. Most questions are answered below — if not, just drop us a message.

Ordering & Account

• I forgot my password → Use the “Lost your password?” link on the login page.
• How do I change my email address? → Log in → My Account → Profile → update email.
• I need an invoice or receipt → Log in → Orders → View order → “Print invoice” button.
• Institutional purchase order? → Choose “Invoice” at checkout and enter your PO number. We’ll send a formal invoice with 45-day terms.

Production Process

• How long does it take? → Typically 2–4 weeks from order to publication. Rush service available.
• Can I make changes after I approve the script? → Yes — unlimited revisions are included for 7 days after the first complete version is delivered.
• I need it faster → Contact us at hello@cognivault.org — we can often prioritise.
• Can I supply my own voice-over artist? → Yes, just let us know during ordering.

Files & Delivery

• Where do I download my final files? → You’ll receive a secure download link by email and in your account dashboard.
• What formats do I get? → MP3 (audio), MP4 (video), plus raw WAV/ProRes on request.
• My download link expired → Log in → Orders → re-download anytime.

Licensing & Usage

• Can I put the episode on my university website? → Yes — unlimited non-commercial use.
• Can I use it in a paid online course? → Only with a commercial licence — email us.
• Do I need to add a specific credit line? → Recommended: “Audio/Video by Cognivault – licensed under CC BY-NC 4.0”

Full details: Licensing page

Technical Issues

• Audio/video won’t play → Try a different browser or clear cache. Still not working? Email us.
• Download failed → Check your internet connection and try again. Links never expire for logged-in users.
• Something looks wrong on mobile → Let us know device + browser — we’ll fix it fast.