Frequently Asked Questions
BILLING AND ACCOUNT QUESTIONS
Everything looks different!
On July 18th at 7PM EST we began to update our Learn platform and family of apps to a new experience. Please allow us 48 hours to import our customers and purchases to give everyone access to their content! Unfortunately, view history and favorites will need to be reset and will not be saved.
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 catalog page.
I am not able to log in or reset my password!
From July 18th at 7pm EST until July 20th we will be migrating all customer accounts and expect some outages for some clients. If you cannot log into your account after July 20th, please email us at email@example.com with your email address on file with the subject line "Account Not Found."
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?
Billing for the PRO PLAN is handled in our store at https://proedu.com/account/login
How do I cancel my recurring subscription?
You can cancel your PRO PLAN by emailing us at firstname.lastname@example.org after your annual commitment has been met. Please note that all PRO PLAN - Annual paid monthly plans are subject to a 12-month commitment and cannot be cancelled early.
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, and therefore, may be denied.
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.
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!
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.