Frequently asked questions

Subscription Service

How often are videos posted?

The frequency of videos released will depend on which subscription you have opted for.

When will I know a new video has been posted?

With each subscription, you will be sent an email alert when a new video has been uploaded.  Please ensure your email address is always up to date!

Can I download videos?

No. Videos can only be viewed via The Hub.

How do I reactivate a subscription?

Log in to your account, click the “My video Courses tab” navigate to your subscription and click the “View Billing” button and click.

Here you will find all the information about your subscription to that channel. If you are unsubscribed, there will be a button called “reactivate”

Click that button and your subscription will continue.

When will I be billed?

Our subscriptions are charged on a monthly basis, if you were to sign up to a subscription plan on the 1st, 4th, 10th of a month, you will be recharged on the 1st, 4th, 10th of the following month. 

 

How long are videos live for?

Videos on our subscription channels are live for one month, ensuring a regular churn of fresh new content.

How can I cancel a subscription?

Log in to your account, click the “My video Courses tab” navigate to your subscription and click the “View Billing” button and click.

Here you will find all the information about your subscription to that channel. If you are unsubscribed, there will be a button called “Cancel”

Click that button and your subscription will be canceled. The content of this subscription will be available for as long as the subscription term you purchased (A month from the date you purchased) 

Once that time is up, the content will be unavailable until you reactivate your subscription.

How does the 7 day free trial work?

Once you have selected and purchased the subscription of your choice, payment will not be taken until 7 days later. You can cancel your subscription anytime within those 7 days without penalty.

If you do not cancel, then payment will be taken on the 7th day and then every month thereafter.

Example: Purchase a subscription 1st Jan, 1st payment taken 8th Jan, subsequent payments 8th of every month thereafter.

Video purchases

How do I find what I need?

Click ‘view video library’ in the website navigation and browse the categories on the left. Once you have selected what you are looking for, it will scroll to the section showing all the videos in that category

How long are videos live for?

Videos are live forever unless superseded by an updated version.  Ceroc reserves the right to take down old content when new material has been published which you will automatically gain access to.

Can I download my videos to a computer?

No. Videos can only be viewed via The Hub.

How quickly after purchasing will I have access to the video?

As soon as you payment has been approved, then you will have immediate access to your purchased content.

Account and Billing

How do I create an account?

When you make your first purchase, you will be asked to log in or set up an account.  Follow the simple step by step instructions to set up your own unique login.

How do I update my password?

Log in to your dashboard and select ‘edit account details’.

How do I update my personal details and preferences?

Log in to your dashboard and select ‘edit account details’.

I have received a payment error – what do I do?

Firstly, please double check that your card details are correct and up to date and there are sufficient funds in your account.  If everything seems fine, then please contact your card supplier.  If you are still having problems, please message our support team james@ceroc.com.

Do I need to log in each time to see videos?

You need to be logged in to see your videos and subscriptions.  

What do I do if I have forgotten my password?

Go to you log in page and click ‘forgotten password’ to reset.

How do I update my billing details?

Log in to your dashboard, and select ‘Edit payment details’.

Viewing

How do I view a video?

Log in and click ‘my video courses’.  All purchases and subscriptions will be there for you to click into, select which video you want to watch and play.

My video won’t play, what do I do?

Firstly, please try and iron out any technical issues (wifi, memory space on device etc).  If you are still having issues, please message our support team james@ceroc.com.

How can I play a video on my TV?

There are a number of ways to stream the internet to your TV.  We have a helpful ‘How to Stream Video to a TV from a Computer, Tablet or Phone’ which covers most ways to be able to do this.  Click here to view

{"cart_token":"","hash":"","cart_data":""}