FREQUENTLY ASKED QUESTIONS
We've compiled the most common questions we've received from you. If there is anything else you need that you don't see here, please do not hesitate to EMAIL US.
Q: What do I do when my video keeps buffering?
Sometimes, a page or video may seem to take longer than normal to load. Here are some tips to help troubleshoot what may be contributing to a slower load time.
1. Check your internet connection speed. You can check your overall internet speed here: https://fast.com/. If you do not have enough speed, you may need to increase your package with your internet service provider.
Are you on a Wi-Fi network that is shared with other devices & users? You may run into buffering issues if you don't have enough bandwidth. Please try again when you are home or office network.
Are you simultaneously streaming other videos or music? Are you downloading or uploading large files? These concurrent activities can contribute to latency issues. Please try closing other streaming services and wait for large downloads to complete and try again.
If you're on your home Wi-Fi, and steps 1-3 are not an issue, you may need to upgrade your modem or router. Please check with you internet service provider to ensure equipment is updated.
If you're using a mobile device and not connected to Wi-Fi, and you're experiencing slow buffering, you may have reached your data cap. This information is usually found under your device settings, under Network & Internet Data usage.
Q: How do I update my billiing subsciption?
You can make changes to your billing information, update your credit card, and access Uscreen account invoices under the Billing tab.
Click on your store name in the bottom left sidebar and then the Billing button.
To update your payment method click Update credit card and enter your updated card information.
Q: My Credit Card is being declined, why is that?
If a payment didn't go through, it means that either the user removed the payment details or there was a payment error.
If users removed their payment details from their account and try to make a purchase, then the payment will fail. For subscription plans, they won't be renewed on the next billing period without the payment details. If it's not renewed, then they will lose access to content.
When our system cannot find any payment details to charge users, then they get the On Hold status under the People tab and the Unpaid status on the Sales tab. Whenever users try to access content, they will have to insert their payment details because their screen will display as on hold, and that is requested.
However, if the user didn't remove the payment details, but the payment didn't go through then a payment error has occurred. If that's the case, the user will also get the On Hold display. They will not be able to continue to view content until payment is successfully obtained. However, the system will re-attempt to charge the user for some time. To understand better when users are recharged and what invoices statuses are given, read our help guide.
Q: How can I reset my password?
If you have forgotten your password, you can easily reset it on the website.
To reset your password:
Click on the Sign In button on the main page.
While on the sign-in page, click on
Enter your email address and click Send Instructions
A confirmation will appear that the reset email has been sent
Go to your email and click on the Reset password link provided in the reset email.
Enter your new password and click Change Password
A confirmation message will appear, and you will be automatically redirected to the home page to log in.
Q: How many devices can I log in at the same time?
Uscreen has implemented concurrent login limitations based on the IP Address instead of the number of devices associated with the account. Up to five concurrent streams are allowed for each user account at any time (this does not currently include OTT app sessions).
Imagine your user has six different devices logged in simultaneously at home, then they won't have any issues because all six are under one IP Address, their household's network.
However, if the user has five different devices logged in simultaneously at work, while they are on the train, at their friend's house, at home, and at the cafe, when they try to access it on a sixth location, the user won't be able to connect. The system will only allow up to five different networks to be connected by default.
Q: How do I cancel my subscription?
To cancel a subscription:
Log in to your account and click on Dashboard
From the dashboard, click on the option Billing
Then scroll down, locate the Active Plan and click on Change Plan
Click Cancel Membership below your active plan.
When the pop-up appears, click on Yes, I'm sure.
Once you've completed these steps, the subscription will be officially canceled, and you will not be charged for the subscription in the future.
Q: What is your refund policy?
If you cancel your membership before the end of the applicable billing cycle, your account will be cancelled as of the following month. You will not receive a refund for the current billing period. For more information on how account cancellations affect you, visit our Terms of Service page.
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