Customer Support

Customer Support & FAQ

Quickly find answers to common questions and get support whenever you need it. Your FAQ page is your central knowledge hub — available 24/7.

1. How do I access my account?

To access your account, click on the “Sign In” button at the top right of the website. Enter your email and password used during your purchase. If you created your account via Apple, Google, or Facebook login, use the same option again.

2. How do I reset my password?

Click “Forgot Password” on the sign-in page. Enter your email and you’ll receive a reset link within a few minutes. Make sure to check your spam or promotions folder if you don’t see it.

3. How do I access the catalog?

Once logged in, go to the “Catalog” tab in the main menu. From there, you can browse all available programs, categories, or search for specific content.

4. How can I play videos in French?

Most videos include multiple audio tracks. Click the **Settings** (gear icon) inside the video player, then choose **Audio > French**. If the option does not appear, that specific video may not have a French audio track.

5. Why am I experiencing buffering or playback issues?

Playback issues typically occur due to internet connectivity. Try the following:

Check your Wi-Fi connection
Close other streaming apps or downloads
Refresh the page or restart your browser
Try lowering the playback quality inside the video settings

If issues persist, contact support.

6. How do I pause or cancel my recurring subscription?

Go to your **Account > Billing** section. From there, select your active subscription and choose **Cancel** or **Pause**. Your access will remain active until the end of the current billing period.

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

Visit **Account > Billing** and select “Manage Subscription”. You can:

Upgrade or downgrade your membership
Update your credit card information
Change your billing cycle

8. Why is my credit card declined?

Payments may fail due to:

Insufficient funds
A temporary bank block
An expired card
Incorrect billing address
International payment restrictions

We recommend contacting your bank or trying another card or payment method.

9. How do I purchase a gift subscription?

If gift subscriptions are available, you’ll find them in the “Gift” section of the website. Select the duration, enter the recipient’s information, and complete the purchase. The recipient will receive a unique gift code by email.

10. How do I redeem a gift subscription?

To redeem a gift subscription, click on the link in your gift email or go to the “Redeem Gift” page. Enter your code and create your account. Your membership will activate instantly.

Still need help?

Our support team is here to assist you with any technical or billing questions.

Contact Support