Frequently Asked Questions

We are here to guide you through every step. You can find answers to frequently asked questions or view our Help Center. You can always contact us if you have any questions!

How do I contact you?

Please click this link to email us

During Live Streams we aim to continuously monitor these messages to resolve any issues you may have.

During other times we aim to respond within 24 hours.

Responses will be to the email address you provided.

How do I access my account?
To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.
How do I reset my password?
On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.
How do I access the catalog?

Once you sign into your account, navigate to the Browse section in the top menu to access all of the videos that you have purchased.

Why am I experiencing buffering or playback issues?
Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.
Can I create multiple accounts with the same email address?
No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.

How do I  update my billing information?

To update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.

Why is my credit card being declined?
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.
What is the Refund Policy?

We are committed to ensuring your satisfaction with our services. If you are not completely satisfied, you can request a full refund within 30 days of your purchase. To be eligible for a refund, please note the following:


  1. Refund requests must be made within 14 days of the transaction date.

  2. The request should include your order number and reason for the refund.

  3. Refunds will be processed to the original payment method used at the time of purchase.

  4. Refunds may take up to 5-10 business days to appear in your account, depending on your bank or credit card issuer.

  5. Services or products already used or accessed may not be eligible for a full refund.


Check out our Help Center
Our help center is a valuable resource for finding answers to a variety of questions. Whether you're troubleshooting a technical issue, or seeking guidance on how to navigate our website, our informative articles have got you covered.
View Help Center