FAQ page

Billing & Account 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!

What are the membership options?

You can subscribe to either of our recurring monthly plans or a recurring annual plan with substantial discount.

Members can cancel their subscriptions at any time and cancellation will take effect from the next renewal due date. You will continue to have access to member content until the end of the period. During this time your subscription will show the status “pending cancellation”.

Monthly recurring memberships offer a flexible way to join and the minimum period you are subscribing for is one month. You can cancel at any time via your Ffion Online account dashboard.

Your cancellation will take effect from the next renewal due date, so if you cancel mid-month or year you will continue to have access to member content until the end of the period you have been billed for. During this period your subscription will show the status “pending cancellation”.

We do not offer refunds or credits for any partial monthly or annual membership periods.

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 the Catalog section (or equivalent section name) in the top menu to access all of our videos.

Can I download videos to save them to my device?

Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.

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 cancel my recurring subscription?

To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to cancel your membership by clicking End Membership.

How do I change my membership plan or update my billing information?

To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. 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.

How do I purchase a gift subscription?

To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.

How do I redeem a gift subscription?

To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.

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 15 days of your purchase. To be eligible for a refund, please note the following:

Refund requests must be made within 15 days of the transaction date.
The request should include your order number and reason for the refund.
Refunds will be processed to the original payment method used at the time of purchase.
Refunds may take up to 5-10 business days to appear in your account, depending on your bank or credit card issuer.
Services or products already used or accessed may not be eligible for a refund.
Refunds will not be generally given when a subscription has not been cancelled in advance of the renewal date.
Subscriptions taken out on the App can only be cancelled via your Apple/Google account on your device. Subscriptions taken out on the website can only be cancelled from your web user account and not on the App.

APP & Playback Questions

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.