If you have an order # that starts with the following letters: DS, EXP, CPA, PPE, etc. those are 'pre-orders' that you then personalize through your member account. Once it's personalized,you would have then received a final 6 digit order #. Don't forget to go back to your member account to schedule your phone call and personalize your video! Everything can be done and seen in your member account. Please feel free to submit a request ticket with any further questions or concerns.