Frequently Asked Questions

Don't see your question answered here? Chat with our support team or send us a message.

Im having difficulty logging in / my password doesn’t work.

Please check to make sure that your credit card information is up to date and current. If it is a payment issue, you should have received an email from Ultracart with a secure link to update your information. Please check your “junk” or “spam” folders. If your information is up to date and you are still unable to access your account, please send an email to info@heirloomaudio.com and a temporary password will be emailed to you.

When will I be receiving a physical CD of the newest audio drama?

The newest audio drama has been released on our website to our members in digital form, there is a download option on our website in your library. The physical CD’s are at our duplicators being prepared for shipment. Once we receive them, we will be shipping them out to our club members first as quickly as possible.

We have moved, how do I change my address?

Please send an email with your new address and Id be happy to change that information for you!

You have charged my credit card twice and I still haven’t received a CD?

The charges that you are seeing are quarterly membership fees for Live The Adventure Club, it doesn’t necessarily mean that you are receiving a CD at that point. As a member, you will however, be one of the first to receive the newest releases as they are produced, as well as benefiting from the bonus material available on our site!

How do I set up my account/where’s my password?

Look for an email with the subject line "Welcome To The Live The Adventure Club!" Some of our customers have found it in their spam or clutter folders. If you have Gmail, look under the "promotions" tab. This email will guide you through the steps of setting up your membership.
 
Additionally, if you opted out of receiving emails from Heirloom Audio, then you likely did not receive the activation email. Check your spam and junk folder. If that doesn’t work, then send an email to info@heirloomaudio.com, including your ordering name and ordering email. We then will send you your Live The Adventure Club activation steps.

I purchased Audio Adventures/CDs that aren’t showing up in my account. How do I add them?

If you purchased Audio Adventures/CDs from us that are not showing up in your Club account, this may be because you used a different email address for the past purchases. If this is the case, please contact us and we can add them to your account! Unfortunately, only purchases made through Heirloom Audio will be visible in your account.

I just bought a new Audio Adventure. Why isn’t it showing up in my library?

You may need to log out and back in for new purchases to appear in your library. If you placed an order on our Club Store, the purchases should be accessible immediately. However, if you ordered outside of the Club Store please allow up to one hour for your library to be updated.

How soon will my CD ship?

The physical copies purchased as part of the Club trial are shipped within 7-10 business days.

How much does Club membership cost?

Once your trial expires, the cost is just $7.95 (or $5.95 for digital only) every month. That’s less than $96 a year – which is about $13 CHEAPER than buying our new releases separately during the year! That’s because club members get a discount on the CDs, plus free shipping! Additionally, club members also receive our CDs before the general public can buy them! Of course, as a club member you also get access to the membership site, which includes our study guides, more than 500 old-time family-friendly radio shows, our read-along scripts that are boosting reading and reading comprehension among kids, our worldview podcasts and movie reviews, devotionals, inspirational stories, downloadable coloring pages and word searches -- and lots more! Plus, you get to stream our audio adventures wherever you go. If you’re out of town and forgot to pack your CDs, you can stream your purchases through the Club website!

I just want to order the CDs without joining the Club. Can I do that?

You can do that, although most families considering that option opt to join the Club to save money. This is because the price of Club membership ($96 a year) is CHEAPER than buying our new releases separately – about $13 cheaper. Plus, they get the many benefits of having access to the Club website. For more information, see the answer to “How much does Club membership cost?” (Above.)

Can I use my Live The Adventure Club membership for a classroom?

Your Live The Adventure Club membership is for personal use only. The materials found within the membership site are not to be used for co-op and/or classroom settings. We are working on adding a user license feature to accommodate the needs of educators.

How do I download my Audio Adventures?

It’s simple! Visit: My Library > Bonus Content > Download

Where can I see how many Adventure Credits I have?

Click the Store tab and add an item to your cart. On the next screen. you will see a blue bar showing your total credits and asking you to apply those credits.

My coloring pages require multiple pages to print. How can I print on only on page?

Try adjusting your print settings. If that doesn’t work, then download the coloring page first, prior to printing.

I always order the Family Four Packs. Are those still available?

Unfortunately, due to problems of unauthorized selling of our products, we no longer offer the Family Four Packs. However, Club members do receive a $5 savings off the list price on any additional Audio Adventures they purchase.

I am wanting to stream an Audio Adventure without it stopping after each chapter. Can I do that?

Yes! Non-stop streaming is available at: My Library > Bonus Content > Adventure Playlist.

What are Adventure Credits? Where can I use them?

Adventure Credits are earned when all the chapter quizzes are completed for a given audio adventure, when you make a purchase in the club store and when you submit a referral and that person signs up for the club. Adventure Credits can be used in the Live The Adventure Club store. Using those credits, you can purchase audios, games, puzzles, mugs, mousepads and we are adding more items all the time. 100 Adventure Credits have a value of $1.00.

How do I see the progress my child has made earning an Adventure Badge?

To view your child’s progress go to Kids Activities → Scroll down to Adventure Badges & Awards → Click on the desired badge → A pop-up screen will show you what quizzes have been completed or not completed. Once all the quizzes for an audio adventure are completed , that badge will be illuminated.

I live outside of the United States. Can I still be part of the Club?

Absolutely! Simply send an e-mail to info@heirloomaudio.com and we can assist you with ordering.

If I want to cancel, how do I do that?

It’s important to know that you are always in charge of your Club membership. You have a 30-day free trial and can cancel at any moment during the trial or after the trial. To cancel, send an email to Cancel@HeirloomAudio.com; please include your ordering name, ordering email and the reason you are cancelling (the latter helps us improve the Club). All requests must be sent 4 days before the end of the 30-day free trial or before your next billing cycle. Allow for holiday closures, as well. No refunds.