Frequently Asked Questions

1. From the home page click on Sign up
2. Choose a plan and click NEXT
3. Fill in the account details and then click NEXT
4. Enter your payment information
5. Select START FREE TRIAL

1. From the home page click on Log in
2. Enter your email and click
3. Click on Forgot Password?
4. Click on Reset
5. Check your email and click on the link received to reset your password.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Profile Info
3. In the Email field, click the pencil icon
4. In the pop-up, enter your new email and password
5. Click SAVE

Tip: You should receive an email in up to 24 hours confirming that your email address has been changed.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Under Your Payment Info, click ADD NEW CARD
4. In the pop-up, enter your payment information and click ADD
5. Select the new card and delete the old one

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Profile Info
3. Scroll down, look for Delete Account Data

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Right above Your Plan, you’ll see the subscription details.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Under Your Plan, click CHANGE PLAN
4. In the pop-up, select your preferred plan and click CONFIRM

Tip: Note you will be billed immediately and any remaining time in your current subscription will be added as a discount in the 1st billing of the new subscription.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Under Your Plan, click CHANGE PLAN
4. Select your preferred plan, click Add a promocode and enter the promo code
5. Check if the plan price changed, then click NEXT
6. On the next screen, click CONFIRM

Tip: Note that you will be billed immediately and any remaining time in your current subscription will be added as a discount in the 1st billing of the new subscription.

1. From the home page click on Sign up
2. Choose a plan
3. Click Add promocode and enter the promocode
4. Click APPLY and then NEXT
5. Fill in the account details and then click NEXT
6. Enter your payment information
7. Select START FREE TRIAL

Tip: Note you will be billed after the trial period is over.

If you wish to cancel temporarily, we highly suggest to pause instead. Kindly go to the next bullet for instructions.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Click CANCEL MY SUBSCRIPTION
4. In the pop-up, select the reason for cancellation
5. Click SUBMIT
6. On the next page, we would greatly appreciate any additional information
7. Click SUBMIT

Tip: You should receive an email in up to 24 hours confirming that your account has been canceled. Your access will remain active until the end of the billing cycle.

1. Ensure you’re logged in or click on Log in from the home page
2. Go to Account > Subscription & Billing
3. Click PAUSE MY SUBSCRIPTION
4. In the pop-up, select the number of days
5. Click SAVE CHANGES

Tip: Contents will be locked immediately after your account has been paused. Any unused portion of the subscription will be applied once your account has been unpaused.

For any refund request, please send an email to our Support Team which can be found in the Help tab. Initial response should not take more than 24 hours excluding weekends.

1. Ensure you’re logged in or click on Log in from the home page
2. Open the video you wish to add
3. On the lower right corner of the video, click the heart icon
4. Go to the Favorites section and check if the video was added

1. Ensure you’re logged in or click on Log in from the home page
2. Open the video you wish to watch offline
3. On the lower right corner of the video, click the download icon/button
4. Go to the Available Offline section and check if the video was added

Tip: Note that you will need to use the same device to access the saved offline videos. Also, contents will be added only to the platform and NOT your device’s local storage.

Stripe is our partner payment processor. Visit Stripe.com for more info or get in touch with their team at support.stripe.com

Instill is our partner platform provider. Visit instillvideo.com for more info or get in touch with their team at support@instillvideo.com