Support

  1. How do I add a profile picture?
  2. How do I change my subscription’s payment method?
  3. How do I cancel my subscription?
  4. Videos – I’m having a problem getting the videos to play, what should I do?
  5. I still need help, how do I contact you?
  1. How do I add a profile picture?

    1. Click the “My Account” button at the top of the page.
    2. Click “Profile”
    3. Click “Profile Picture”
  2. How do I change my subscription’s payment method?

    1. Click the “My Account” button at the top of the page.
    2. Click “My Subscriptions”
    3. Click “View” button on right side of subscription list
    4. Click “Change Payment”
    5. Scroll down and select “Use a new card” (or you can even choose PayPal, if you’d rather use that)
    6. Enter the card details and click “Change Payment Method”
  3. How do I cancel my subscription?

    1. Click the “My Account” button at the top of the page.
    2. Click “My Subscriptions”
    3. Click “View” button on right side of subscription list
    4. Scroll to the bottom and click “Cancel Subscription”
  4. Videos – I’m having trouble getting the videos to play, what should I do?

    Keep in mind — We do not have control of the Video Player and how it functions.. All videos are hosted at Vimeo.com

    99% of all problems with the videos are from needing to update your browser, or the Flash player plugin. Browsers and Flash are being updated very frequently because of security issues, so make sure you stay on top of updates!

    Things to try

    • Close other tabs or windows — this one is actually really important. If you have other tabs/windows open in your browser, it can have a big impact on video playback.
    • Switch to lower quality — our videos are super high quality and you need a really fast internet connection to play them. If the video if skipping, try switching to a lower quality version to see if that helps.
    • Update everything — make sure your browser is updated to the latest version. And make sure the Flash player plugin is also updated to the latest version. We recommend using Google Chrome browser because it comes with Flash and handles updates for you.
    • Check your internet — sometimes your Internet Service Provider (ISP) will have network trouble. You can check your connection by doing a speed test at Google Speed Test.

    Some common problems:

    If you see a solid black, green, or gray rectangle where the video should be …

    That means you need to update your Flash plugin. Go here to download the latest version -> Install the latest version of Flash

    The video plays but skips a lot …

    This is usually because of a slow network connection. Click the “HD” button on the video and switch to a lower quality, like 560p or 360p.

    To play the Hi Def quality, you need an internet connection of at least 8Mbps. You can check your internet connection speed at http://speedtest.net/.

    If the videos usually play fine, but for some reason they don’t today …

    Sometimes your internet service provider (Comcast, Time Warner, AT&T, etc) will have network problems. It happens. Maybe a piece of equipment goes bad and has to be replaced. You can contact them to see if they are having any network troubles.

  5. I still need help, how do I contact you?

    If you still have problems, send us an email and let us know as much specific information that you can, such as: browser name and version, operating system name and version, what device you’re using, and which video you’re having trouble with and we’ll do what we can to get to the bottom of it!



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