Frequently Asked Questions
Are your Questions not answered here please contact us at firstname.lastname@example.org, with “Earth Heroes TV” in the subject line. We’ll respond within 24 hours.
BILLING AND ACCOUNT QUESTIONS
Purchasing a Subscription
Subscribing to Earth Heroes TV means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package, including most live videos, for a recurring monthly or yearly price. The number of videos included in the Subscription package can vary. We may add or remove videos from time to time.
Any customers that have previously purchased individual programs still have access to those videos. To view those videos, make sure that you are logged in You will be able to play the videos right from their individual Program Page.
How does the Free Trial work?
Signing up for our free trial allows you to give Earth Heroes TV a test drive without being charged for 12 days. Once the free trial expires, you’ll be transitioned into being a full-fledged Subscriber, and will be billed monthly at the subscription price set when you first began your free trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from nearly any device, and you’ll also have our everlasting thanks for your support. Please note, in regards to cancellations there are no refunds. To avoid being charged after starting a trial you must cancel the trial before expiration.
I signed up for a Free trial but now I am being charged, how come?
Free trials only last for a certain period of time before converting into full-fledged Subscription accounts. Your free trial period has simply expired and you will now be billed monthly or yearly according to the pricing you agreed to when activating your free trial.
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.
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?
Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.
How do I cancel my recurring subscription?
Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page. Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.
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.