Frequently Asked Questions
BILLING AND ACCOUNT QUESTIONS
How do I reset my password?
On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.
How do I change my password?
Once signed into your account, you can change your password by clicking My Profile from the top navigation menu. Select Password and update your password.
How do I update my billing information?
Once signed into your account, you can update your billing information by clicking My Profile from the top navigation menu. Select Billing and update your billing information.
How do I cancel my recurring subscription?
Once signed into your account, you can cancel your recurring subscription by clicking My Profile from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page. Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.
My credit card is being declined. Why is that?
Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.
How do I redeem a gift card?
Customers who have a gift card can redeem their code via a special redemption page.
Clicking on the Join Page or Get Access Now button will allow your customers to claim a gift card.
This is a 2 step process.
Redeem the code and create an account as demonstrated in this gif below.
The redeemed gift card amount will be added to the customers balance.
While logged in, they can go back to the join page or click on content in the catalog (via the 'Get Access Now' button), and select a subscription option. During the checkout, the end-user's gift balance will be applied towards their chosen subscription.
At this time, a credit card is still required to set up a subscription, even though a gift balance will be used initially. The credit card will not be charged until after their gift balance has been used in full and their subscription is set to renew.
How do I redeem a coupon?
Please note that coupons and gift cards are two different things. During the checkout process, customers can enter a coupon code in order to receive their discount. Customers can enter one coupon code per purchase.
Depending on the device being used, the checkout experience and placement of the coupon code field may vary. It is important to inform customers about the coupon code location to ensure they are able to enter their code before completing checkout.
The coupon code field will appear on the right side of the final checkout page.
On phones and some tablets, the coupon code field may appear above the credit card information fields.
Coupon codes cannot be redeemed via in-app purchases through apps. This is due to the payment being processed by a different system.
My video does not playback smoothly. How can I fix this?
Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.
You can also change the sample rate in the services icon available at the bottom of each video's playback screen.
Can I watch videos using Chromecast and AirPlay?
Yes! Both Chromecast and Airplay are compatible with our site.
To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast. Click the icon and select the correct Chromecast from the pop-up in your browser.
To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.
Can I watch videos on my TV without using an app?
Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.
Can I watch videos on my phone or tablet without using an app?
Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!
Which browsers are supported?
While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years. You may experience playback issues when using an out of date browser or any version of Internet Explorer.