Frequently Asked Questions
BILLINGS & ACCOUNTS
How do I reset my password?
On the log in page, click on Forgot Password, enter the email associated to your account and click Send Instructions. Check your email to receive the instruction email , click on 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?
Log into your account and click on My Account from the top navigation menu. Select Password and update your password.
How do I update my billing information?
Log into your account and click on My Account from the top navigation menu. Select Billing and update your billing information.
How do I cancel my recurring subscription?
Log into your account and click on My Account 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 to the all on-demand videos will be removed at the end of your current payment period.
What if and why is my credit card declined?
Check with your credit card company to ensure your credit card allows recurring subscription billing and have no purchase restrictions.
TECH & PLAYBACK ISSUES
Why do I see a black screen when trying to open the catalog and no videos?
Your browser may be outdated. Please update or install the latest version of Google Chrome, Safari, Microsoft Edge or Mozilla Firefox.
My video does not play smoothly, how can I fix this?
Few factors may be the reason that can affect your playback experience. Ensure you have a fast and stable internet connection and the latest devices and browsers. Outdated browsers and Internet Explorer are not supported.
Can I watch videos using Chromecast and Air Play?
Yes, Chromecast and Airplay are compatible to our site.
To use Chromecast, locate the Chromecast icon on the bottom right corner of the video your want to cast. Click on the icon and select the correct Chromecast from the pop-up menu in your browser.
To use Airplay, open the video on your apple device and click on the Airplay icon on the bottom left corner of your video.
Can I watch videos on my TV without using an app?
Yes, just connect to our site from your laptop to your TV with an HDMI cable.
Can I watch videos from my smartphone or tablet without using an app?
Yes, you can watch from the convenience of your handheld devices anytime.