FAQS

BILLING AND ACCOUNT QUESTIONS

How do i get access to the new site if I'm an existing subscriber from the previous platform?

Don't worry, we've already moved your existing subscription across from our old platform. Check your emails (and spam) as we've already sent you an email with details of the account switch and your new user name and password.

Your original email address will be your user name and you can reset your password via the Forgot Password link on the login page.

Make sure to add us to your safe senders - gmail account holders may find our emails in the 'Promotions@ folder

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the library page.

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period. 

We do not process cancellation requests received by email (see terms and conditions).

If the subscription originated through an app purchase, you must cancel through the app through which the subscription was purchased. Cancelling an in-app purchase via the website will not cancel your app based subscription. An admin cannot cancel this for an end-user.

My credit card is being declined. Why is that?

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, or payments in another currency, and therefore, may be denied.

I’m not receiving your emails. Why is that?

Check your spam filters and make sure to add us to your safe senders list.  There are occasions when our emails will be blocked and we try to monitor and resend where possible.  It’s also possible that your email was incorrect when you placed your order.  Again, we try to monitor these and will correct any obvious email address errors if we see them. You can amend your email address from within your account. Note to Gmail account holders - check your Promotions folder!

What are your membership options?

You can choose to subscribe to either a recurring monthly or annual membership plan.

Annual membership plans offer a substantial discount of 30% over the equivalent period paid monthly and you can cancel your subscription renewal at any time from your Roger Gracie TV dashboard. 

Your cancellation will take effect from the annual renewal due date, so if you cancel at any time during the year you will continue to have access to member content until the end of the year you have been billed for. During this period your subscription will show the status “pending cancellation” We don’t offer cancellation /pro-rata refund options on annual subscriptions.

Monthly recurring memberships offer a flexible way to join. You will make a card payment for the monthly fee when you join, and your card details will be stored as a source with Stripe, our payment gateway. Stripe will automatically attempt to take renewal payments on the due date until you cancel your subscription, or your payment is not successful. So, the minimum period you are subscribing for is one month, and you can cancel at any time via your Roger Gracie TV account dashboard.

Your cancellation will take effect from the next renewal due date, so if you cancel mid-month you will continue to have access to member content until the end of the month 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 month membership periods.

What happens after my 7 day trial period on a monthly subscription?

Your first recurring monthly payment will be taken 7 days after your trial started. If you do not wish to proceed with your paid membership you must log in to our account to cancel your subscription - don't forget, if you sign up in-app rather than via the website, you must cancel via your Google Play or App Store account.

What happens if you change the monthly membership price?

You will continue to pay the price that you signed up for, only new customers will pay the amended price. If you used a discount code when you signed up this code will only apply while that subscription is active and as specified in the sign up offer. If the subscription becomes inactive then the discount will not apply to re-subscriptions.

What happens if my payment card expires and/or my renewal payment fails?

We operate an automatic recurring renewal payment system, so several attempts will be made to process your payment using the card source stored by Stripe.  If this process fails you will receive emails from us to let you know that we are still attempting to process payment.  If all attempts fail, you will finally receive an email inviting you to re-enter payment details to process payment. The subscription will automatically be cancelled after one month if no payment is made.

My membership seems to be paused when I haven’t cancelled my subscription

Check your active subscription to see if a renewal payment is currently due. Your membership will be on hold until the payment has successfully been processed. Stripe will make several attempts to collect the payment due, but it may be that you need to update your card details, for example if the card expiry date has changed. You can update your payment card details from within your account. Click on BILLING, enter card details and SAVE.

During the subscription renewal process there will be a very short time when your account is on hold while payment is processed – for a successful payment this will be generally less than a minute or so.

APP QUESTIONS

We have a dedicated page in the Resources Section for all App related FAQs

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

How do I view the videos?

You just need to select play and the videos will run. Performance will be based on the speed of your Internet connection and the browser you are using, amongst other things.  You can change the play settings using the gear icon at the bottom right of the video screen.

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.

I’m having problems playing my video content

First, check that your membership is actually active.  Log in to your user account via your dashboard, then select BILLING. You will be able to see the current status of your subscription and it needs to be ACTIVE to view member content.

-Check you have the latest version of your browser installed. Many browsers update automatically but you may need to do it manually. Check which version you are on via whatsmybrowser.org.

Clear your browser history/cache/cookies. 99% of the support issues we receive are solved by clearing your stored history, cache and cookies from your browser. Instructions for various browsers are readily available via an online search.

Try using a different browser to access the site. If you can do that with no problems then you will need to take action as above to clear the issues on your other browser.

Use the documentation at the Vimeo Help Centre – Watching Videos

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

OTHER QUESTIONS

Can I see the range of video content before I sign up?

Yes, you will be able to navigate and search the site to see the range, category and title of each video we feature, however, you won’t be able to view any of the “paid-for” content until you sign up for a membership, but you will know how many videos are there and what they feature before you join. You can see some sample videos in the Roger Gracie TV YouTube channel.

Will the content change over time?

Yes, we regularly update the site with new content.