Frequently Asked Questions

  • Account

  • I’m having problems logging into

    Q. Have you successfully set up your account? A. Best way to check is to make sure you’ve received your account confirmation email and authenticated your account via it, successfully.

    Q. Are you definitely entering the correct email address and password? A. If you are not sure, please click the ‘forgot your password?’ link and we’ll reset your password via email. Just follow the instructions in the email.

    If you are having further problems, our best advice (with a lot of problems) is to clear your cache, cookies and browser history then tryagain.

    If you are still having trouble then you can email us at

  • How do I add a voucher to my account?

    If your voucher isn’t automatically added upon purchase, you can add it manually.

    1. Go to your user profile (by clicking the ‘person’ icon in the top right corner)

    2. Click on ‘My Vouchers’

    3. Here you will see a section called ‘Add Voucher’ with a box where you can enter a voucher code and submit.

    4. Unless it's a discount Voucher, you’ll now have access to the content. You can go straight to it from the new link that will have appeared below in My Vouchers.

    5. If instead, your voucher was for a discount, the discounted prices will now show if you got to the relevant shop page or try to access the paid content.

    6. If you don't see the new voucher, even after following these options, please get in touch:

  • How do I add, remove or change my card details?

    1. Go to your user profile (by clicking the person icon in the top right corner)

    2. Click on the option called ‘Credit Cards’

    3. You can now see an option to ‘delete’ under any already submitted card or ‘Add new card +’

    4. If you want to remove your card you can select delete underneath it

    5. If you want to add one you can use the ‘Add New Card’ option

    6. If you want to change your card to a new one, delete the current card selected and then add a new card.

  • How can I see my payments or invoices for videos or subscriptions?

    1. Go to your user profile (by clicking the person icon in the top right corner)

    2. Select on the option called ‘Invoices’

    3. You should be able to see every payment you have made on

  • How do I see what I’ve recently watched on

    1. Go to your user profile (by clicking the person icon in the top right corner)

    2. Click on ‘History’ from the options on the left

    3. You will be able to see the last 20-30 videos you have watched

  • Video

  • How do I watch on my Chromecast? (From a personal computer, not mobile device)

    1. On your browser, with the page with the video open, click on the 'Options' menu in the upper right corner (three little dots) and select the 'Cast' option from the menu.

    2. Select the correct option to send your screen to your Chromecast - you should be looking for the Cast device that you will have named. It defaults as ‘Living Room’ or ‘Den Room’ and the like.

    3. If you are having difficulty casting the video, you can ‘mirror your tab’ by clicking on ‘Sources’ and choosing ‘cast your tab’ If you are still having difficulty, there are known issues with Chromecasts being buggy/inconsistent - we recommend you try turning it off and on, your router off and on and finally, if it doesn’t work, try resetting your Chromecast (holding down the button on the Chromecast for a few seconds).

    PLEASE NOTE: If you choose to reset it, you will have to go through the entire set up procedure with your Chromecast, this is a last resort recommendation.

  • How do I watch the video(s) on my TV?

    There are multiple ways to watch these videos on your TV.

    These include, Chromecast, Amazon Firestick, Roku, direct cable by HDMI or VGA, Smart TV internet browser, and so on.

    PLEASENOTE: Because of the myriad of methods and different compatibilities, we cannot guarantee the outright success of these methods - unfortunately one thing technology has not yet done is let everything speak to everything else politely and successfully.

    However - with a bit of tinkering we have found success with most methods. The safest option is always plugging your computer into your TV via an HDMI cable.

    We have some specific instructions for some of the individual devices, in most cases we will ask you to mirror your screen either using Google Chrome’s ‘Cast’ function or Apple’s ‘AirPlay’ function. Most devices accept them.

    Some (but not all) have compatible built-in browsers that you can log into from and then access your videos. We would recommend setting up your account and purchasing your content before you try and access it via your SmartTV.

    Unfortunately some Smart TV’s (such as LG) have a very limited and basic browser. Other TV’s allow a version of Chrome or Firefox to be installed via their App Store.

    It is worth investigating what your TV is capable of before trying to make it work. As above - easiest and quickest compatibility is simple plugging your PC/Mac in to your TV via an HDMI cable (with the correct cable as per your setup).

  • How do I watch the video(s) on my TV via Apple’s ‘AirPlay' via my Apple computer (MacBook Air/Pro, iMac, Mac Mini, etc.)

    1. Click on the AirPlay button in the menu bar, in the top right corner of your screen (if you don’t see, you’ll need to enable it via your Display preferences)

    2. Select the device you want to cast to

    3. You may be prompted to enter the code from your TV, input that code in to the window that appears on your Mac

    4. You will now be mirroring your computer screen, simply open the video in your browser and hit full screen and hit play and you can watch it on your TV.

  • Why is my video lagging, buffering or skipping?

    Unfortunately, there can be a few reasons for videos not working correctly. These issues are almost always on the client side (i.e your computer or mobile device) and are not necessarily an issue with the video itself. We test all of our videos and our video on demand service has been proven to be incredibly robust so we recommend that troubleshooting on these issues is focused on fixing it from your own end.

    To this, we recommend you check your WiFi connection stability, your speed and your browser and whether or not is updated correctly.

    To check your WiFi strength on a mobile device, we would recommend you check your device’s manual/website for detailed instructions. To check it on your computer, we recommend downloading the tool NetSpot (link: and it will give you detailed information on how strong your WiFi is

    If your WiFi is weak, we recommend repositioning your device and possibly the router for a stronger signal. WiFi will decrease significantly if it has to travel through walls/material of any kind. The best WiFi signal will be line of sight with the device.

    To check your download speed, simply go to ‘Google’ and type in ‘speedtest’. Your first option will be to do a speed test there and then. It will inform you of your download and upload speeds.

    To check if your browser is up to date, go to the browser website and download the latest version - it will automatically update your browser. On mobile devices, do so via your App Store. Finally, a possible fix is always to clear your browser history, cache and cookies. A lot of unnecessary files can clog up your browser doing its job properly.

  • Why can’t I hear the video?

    If you can’t hear any audio there a few steps you take to check:

    1. First of all, make sure the video is unmuted. Sometimes you just need to click on the video a second time to unmute. There should be a volume bar in the bottom right of the video panel.

    2. If you don’t see the volume bars highlighted in orange, then you need to drag from the left to right to turn on

    3. If you still can’t hear anything, make sure in your Systems setting that your audio output is selected correctly. If you are plugged into your TV with HDMI you might need to select that as your Playback/Output in audio.

    4. If you still cannot hear anything, try the page on a different device.

    Still having problems? Get in touch

  • Can I buy a video/subscription as a gift?

    In the case of some of our pages, the events, video or content producers have chosen to have a Gift Voucher as part of their payable / subscription services.

    You will see it as an option at the ‘Buy Now’ page or in the ‘Shop’ of each individual page.

    If you cannot see it in these places, it is likely they haven’t decided to have one.

    If you really want to get a voucher for something where it isn’t available, you can contact us below and let us know - if we get enough demand we can ask the page admin’s if they want to include one either now or in the future

  • Still having problems?

    Contact us: