Duration of the membership?
The membership is paid monthly in advance.
The minimum commitment term is one month.
Is there a minimum period of membership, for example 12 months?
No. You can pay for your monthly membership on a rolling basis, without needing to commit to a year.
Need to pause or cancel the membership?
In your account, you can cancel your membership and will continue to have access until the end of the current membership month. No refunds are give for parts of month or pro-rata cancellations.
I'M HAVING TROUBLE SIGNING IN TO WATCH:
If you’re having trouble with your password, consider the following possibilities:
Did you sign up with a typo in your email address, or an address different than the one you’re using to sign in? Try to find the confirmation email from when you signed up to verify the address you should be using.
Punctuation makes a difference. If you signed up with email@example.com, but are trying to sign in with firstname.lastname@example.org, our system will not consider those the same addresses.
The end of your email address matters. For example, @gmail.com and @googlemail.com may be the same to Google, but our system will see them as different email addresses.
With those possibilities in mind, here are the ways to log in on the web:
If you don’t have a password, or your password isn’t working, here is how to set/reset it:
Click Sign in in the top right corner of the page and enter your email address.
Underneath the password field, select Reset your password.
Enter your email address on that page and select Reset Password.
If you are an active customer, you will be emailed a link to set a new password.
Check your email inbox for that link.
Note: If you do not receive an email to reset your password, it's likely that you are using an incorrect email address. Please try any other addresses you own. Check all of your email inboxes for a 'Start watching' email from VHX (search for 'Start watching VHX ').
If a password is not required:
Click Sign in in the top right corner of the page
Enter your email address. If you are an active customer, you will be immediately emailed a link that will sign you in, once clicked. Open your email inbox and click the sign-in link.
You will then be signed in to watch your video content.
Note: If you do not receive an email to sign-in, it's likely that you are using an incorrect email address. Please try any other addresses you may have signed up with.
HOW DO I DOWNLOAD VIDEOS TO MY COMPUTER?
Videos within a subscription or rental are not downloadable via the computer, however you can stream them unlimited times.
HOW DO I CANCEL MY SUBSCRIPTION (UNSUBSCRIBE)?
You can cancel your subscription by logging into your account (ON A DESKTOP ideally) and following the steps within your account for cancelling your monthly subscription fee.
You will also receive an email confirmation. If you did not receive a confirmation, double-check that your subscription shows as ‘Canceled’ in your settings. When you cancel, your video access will exist until the next charging cycle, but you will not be further charged.
TROUBLESHOOTING A SKIPPING OR LAGGING VIDEO
Here's a list of solutions for various devices that should help fix playback issues.
Make sure you have a fast and stable internet connection. The following table shows the minimum speeds required for each playback quality:
Try clearing your browser's cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser:
Make sure you're on a fast, reliable internet connection. When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback
If you can, try switching to a different internet or data connection.
Manually switch the quality of the video playback to a lower quality.
Try browsing in an Incognito or private browsing window. This will disable your extensions and clear your cache and cookies, which often improves performance.
Once done, close and re-open your browser and try visiting our website again.
If you have any other devices to try, sometimes that makes a difference.
HOW DO I UPDATE MY CREDIT OR DEBIT CARD?
You can edit your billing information any time on the billings settings page. Keep in mind, if you subscribed on another platform, such as iOS, Android, or Roku, you will need to update your payment information through the relevant app store.
MY PAYMENT FAILED. WHAT DO I DO NOW?
If your payment failed, and you did not receive a specific error on the checkout form, we recommend first contacting your bank or card provider. A blocked charge is the most common reason for payment issues, so contacting your bank may help clarify the issue. If your bank can confirm they're not blocking the charge, please contact us so we can take a look.
Please note that Visa Gift Cards and other kinds of pre-paid gift cards are not supported; you must use a valid credit or debit card from a financial institution in order to purchase.
HOW DO I GET AN INVOICE OR RECEIPT OF MY PURCHASE/SUBSCRIPTION?
The receipt/invoice can be found at the bottom of your confirmation email that we send when you first purchase/subscribe. You can check that, or contact us if you need it re-sent.
HOW DO I CHANGE MY LOGIN EMAIL ADDRESS?
If you’re able to log in, you can change your login email address at any time on your settings page.
If you don’t know your password and are unable to reset it because the reset emails would be going to an address you can’t access, you’ll need to contact us and help verify you’re the account owner.
To help the process go as smoothly as possible, please include the following information when you write in:
The email address currently on file for your account (if you know it)
The last 4 digits of the card you used to sign up for the subscription
The expiration date of the card on file
The approximate date of your last charge
HOW DO I GET A REFUND?
We do not offer pro-rata refunds for parts of the month that you have not used. If you would like to cancel your subscription, please go into your account and cancel for the next payment cycle. Please note you are given access until the last day of the current monthly cycle already pre-paid, then your access will be revoked. You can resubscribe at any time.