How can we help you?

We are sorry to see you go, but thank you for giving us a try!

To cancel your subscription, follow these steps:

1. Once signed in, go to your personal account space.

2. You will see your current plan on the main page.

3. Click Cancel Subscription and follow the instructions on the screen.

Your subscription will remain active until the end of your current billing period. After cancellation, you will retain access to content until that period ends.

Please note:

• Please cancel your subscription before your next billing date to avoid being charged for the next period.

• Keep your cancellation confirmation for your records.

Congratulations on receiving a promo code! Please follow these steps to redeem your discount on your new account:

1. Please go to our website.

2. Create an account by clicking Signup or Sign in to your existing account.

3. To apply your promo code or coupon:

   • If you are purchasing a new offer, you will see a field to enter your promo code during the checkout process.

   • If you already have an active subscription, go to your account settings and look for the option to apply a promo code.

Please note:

• Promo codes or coupons may be limited to specific subscription plans. Verify that your code applies to your selected plan.

• If you apply a coupon to an active subscription, the discount will be applied starting from your next billing cycle.

To check your plan details, please log in to your personal account space on our website. Here you will be able to find your sign-up date, plan details, and/or when your next installment is due.

Please note that by default, all subscriptions work on a recurring basis, and you will automatically be billed upon the next installment unless you have formally canceled before the next payment period.

If you haven’t signed up yet, we appreciate your interest! To join our platform, follow these easy steps:

1. Go to our website.

2. Click Signup and create an account.

3. Select a plan that interests you the most and follow the on-screen information to complete the checkout.

By default, all subscriptions renew automatically. However, sometimes you may notice your subscription plan wasn't renewed automatically. In such a case, you’ll receive an automated email notification.

There are two main reasons for a failed renewal:

1. Your bank doesn't accept the transaction due to its own policies. Please contact your bank directly to obtain more information.

2. Your credit card has expired or has insufficient funds. You can update your credit card details in your account.

Please note:

If no action is taken, auto-renewal will be disabled, and your subscription will be automatically canceled.

To check your plan details, please log in to your personal account space on our website. Here you will be able to find your sign-up date, plan details, and/or when your next installment is due.

Please note that by default, all subscriptions work on a recurring basis, and you will automatically be billed upon the next installment unless you have formally canceled before the next payment period.

From there, you will be able to update your details. Information that you can change includes:

• Name
• Email
• Password

To view or update your account information, follow these steps:

1. Sign in to your account on our website.
2. In your personal account space, you can see your name, email address, and password, as well as your plan details (including your sign-up date, current subscription, and upcoming billing date).
3. To update your account details:

• Select the option to edit your profile or account information.
• You can change your name, email address, and password.

Please note:

• All subscriptions renew automatically unless you cancel before your next billing date.
• Any changes you make to your account details will be applied immediately.

You can change your subscription plan at any time. The method for changing your plan depends on the options available in your account.

To begin, please go to our website and log in to your personal account space. Navigate to your Plan Details section to see which of the following options applies to you.

If Direct Plan Switching is Available

We are progressively rolling out the ability to switch plans directly. If this feature is enabled for your account, you will see an "Upgrade Plan" or "Downgrade Plan" button.

To switch your plan using this method:

1. In your account's Plan Details section, review the available plans.
2. Select your desired new plan from the options presented and click "Upgrade Plan" if you wish to go to a higher subscription, or "Downgrade Plan" if you’d like to go to a lower plan.
3. Follow the on-screen instructions to confirm the change.

Your plan will be updated according to the terms shown during the confirmation process.

If Direct Plan Switching is Not Available

If you do not see an "Upgrade/Downgrade" button in your account, you will need to cancel your current plan and then resubscribe to the one you want.

Important: You will continue to have access to your current plan's content until the end of its billing period, even after canceling.

Please follow these steps:

1. Cancel Your Current Plan:
   • From your account page, click Cancel Subscription.
   • Follow the instructions on the screen to confirm the cancellation.
   • You will receive a cancellation confirmation. Please keep this for your records.
2. Subscribe to the New Plan:
   • Once the cancellation is complete, click on the "Choose Your Plan" link on our website.
   • Select your desired new plan.
   • Complete the checkout process to activate your new plan.

Billing Notice: To avoid an unwanted charge, you must cancel your subscription before the next renewal date. If you do not cancel in time, you will be charged for the entirety of the next billing period.

For the best experience, we recommend using Google Chrome, Mozilla Firefox, or Microsoft Edge to view on Desktop and Mobile devices.

Please note:

If you are using Internet Explorer, Microsoft Edge is recommended since IE is being phased out of the marketplace.

If you are experiencing login issues, please try changing browsers to Google Chrome, Mozilla Firefox, or Microsoft Edge.

If you are still experiencing login issues, please make sure your email and password are correct. If you do not remember your password, you can always reset your password by clicking the "Forgot Password" link on the login page.

If the above-mentioned solutions did not work, you can always reach out to our support team by filling out the request form, and we can manually review your request.

We recommend viewing from a wired connection with a download bandwidth of at least 700Kbps. To view HD you will need to have higher download speeds.

As a general rule, your download bandwidth must be greater than the bitrate of the event broadcast you’re trying to view.

Control your internet connection; try reloading the page a few times or see if you can access the video from another browser and/or device. You may also try to clear your browser’s cache and cookies.

If the issue continues, please don’t hesitate to contact our friendly support team by filling out the request form.

If you have registered, but your payment didn't go through and was rejected by the bank, please do the following:

1. Make sure you have the correct billing details, including the expiration date or your CVC code.
2. If your data is correct, you might need to contact your bank to ask for more details. Due to the privacy policy, we don't receive any details on the reason for this rejection from the banks. They will be able to help by identifying the error and what your next steps must be.
3. Try using another payment method.

Credit Card

When you pay with a credit card, our system asks for authorization from your bank. In some cases, a bank refuses the payment. This can have multiple reasons, however, the bank does not inform us about the exact reason to respect your privacy. So we are unable to give you specific information. In some rare cases, a credit card payment is blocked due to our fraud filters. This is a safety mechanism that is essential in protecting your information. If you happen to get an error when making a payment and it relates to these filters, you can always reach out to our support team by filling out the request form, and we can manually review your issue. You just need to provide us with the following:

• Date and amount of charge
• ONLY the last four digits of the card you were charged on Our Support Team will never ask for your card CVC and expiration date, and any provided complete card details are masked automatically by our data security system.

PayPal

When you pay with a credit balance on your PayPal account, transactions tend to go very smoothly. Be aware that if you pay using an external payment method, like your credit card that is associated with your PayPal account, similar issues can arise, like those indicated above (section about Credit Cards).

Please note that all subscriptions auto-renew unless canceled prior to when the next payment is due. We don't process prorated refunds so if you cancel within the subscription period, you'll still have access until the date you initially paid for.

For any reason other than the above-mentioned case, we would ask you to please read our Terms of Service. You can always reach out to our support team by filling out the request form, and we can manually review your request.

You may see Cleeng brand name on your payment receipts and credit card statements. Cleeng is our authorized vendor that provides the backend payment platform for us.

Cleeng is a Subscriber Retention Management ® (SRM ®) leader in the industry. Its premium SaaS platform features end-to-end, flexible subscriber management solutions spanning customer identity management, payments & billing, analytics & insights, and AI-based subscriber support. To find out more about Cleeng, please visit www.cleeng.com.