Frequently Asked Questions
I have an issue with my password
To reset your 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.
To Change your 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.
Why am I asked to verify €0?
We use Stripe to process payments from Uscreen.
Your card details are submitted to Stripe and they charge 0 EUR to verify the card works and the authenticate you as a user.
How do I cancel my recurring subscription?
Once signed into your account, you can cancel your recurring subscription by clicking My Account from the top navigation menu. Select Purchases and locate your subscription plan. 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.
Cancellation does not entitle you to a refund, it will just stop your recurring subscription plan.
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 use a Smart TV?
It is possible to use a TV browser or Smart TV to watch but there can be potential playback issues and this will usually depend on the model of your TV. Also, TV browsers are not updated as frequently as mobile and desktop browsers and can easily become deprecated between updates, causing the site not to load.
For this reason, we do not recommend or guarantee that video playback will work in a TV browser or smart TV.
We recommend using a computer, laptop, tablet or another device to stream our content.
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.
It is possible to use a TV browser or Smart TV to watch but there can be potential playback issues. Also, TV browsers are not updated as frequently as mobile and desktop browsers and can easily become deprecated between updates, causing the site not to load. For this reason, we do not recommend or guarantee that video playback will work in a TV browser or smart TV.
Can I watch videos using Chromecast and AirPlay?
Yes! Both Chromecast and Airplay are compatible with our site.
However if using an iPhone/iPad (iOS devices) web browser, like Safari or Google Chrome it is not possible due to limitations from Apple. We hope to resolve this issue soon.
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.
I need more help
Please send us an email with your full name, the email you used for account and a description of the issues you are experiencing to firstname.lastname@example.org and one of our team members will be able to assist you further.
How to use a promo code
To avail of a discount on our Annual Subscription you must enter the promo code during checkout!
Click on the Enter Coupon/Gift Code and enter the code in the box that appears.
You will see confirmation of the discount and subsequent charges before you enter your card details.