ACCOUNT AND LOGIN
Q: I am unable to login
A: If you are unable to log in, make sure that you are using the correct username and password. Check your confirmation email to make sure you typed everything as seen in that email, because the login is cAsE sEnSiTiVe. If that does not work, try to enter a blank username and password, then submit your correct login. If you still cannot login, contact us at firstname.lastname@example.org
Q: I forgot my password
A: If you forgot your password, you can email us at email@example.com and we can provide you with your login information.
Q: How do I change my email address or password?
A: In order to change your email address password, you need to contact CCBill, which can be done here: https://support.ccbill.com/. They have greater access to your information, and therefore are the only ones who can change your email address.
BILLING AND SUBSCRIPTION
Q: How will charges appear on my credit card?
A: The charges will appear discreetly on your credit card as "HLP G.P."
Q: What is a Monthly Subscription?
A: A monthly subscription is one that recurs or rebills every month or 30 days.
Q: What does recur billing mean?
A: It means that you will be rebilled at a set price (for example, 29.99/month). That means that you will be charged 29.99 every month that your account is active.
Q: What billers do we use?
Q: How do I change or update my billing information?
Q: What forms of payment do you accept?
A: We accept all major credit cards, as well as checks. For a more comprehensive list, go here or here
Q: Can I upgrade my account?
A: Members can visit Viv Thomas Account Upgrade to upgrade your account.
Q: How do I cancel my subscription?
A: You can either go to the CCBill support page and enter the information needed under "Search/Cancel a Subscription" or you can contact us at firstname.lastname@example.org and we can cancel the account for you.
Q: Subscribing to Site News Emails
A: To subscribe to our email newsletters, enter your email address at the bottom of the main page.
Q: Unsubscribing from Site News Emails
A: To unsubscribe, you can click the unsubscribe link at the bottom of any newsletter, or send your request to: email@example.com
Q: What web browser do we suggest?
Q: How do I clear my browsers cache?
A: It depends on the browser, but generally you will want to look for "Options" or "Preferences" and then look for Cache options or "Temporary Internet Files" or "Cookies." If you need more comprehensive instructions, contact us at firstname.lastname@example.org and tell us what browser you are using.
Q: How do I download movies and pictures?
A: If you click on a set or movie from the main updates page, at the bottom of the new page, you have different options of downloading. All the images are in zip files, and you can pick the size you want to download. The movies are generally in .mp4 format and available in HD download.
Q: What video format do we use?
A: We use the MP4 format. MP4 is a format that will play on any platform (PC, Mac, Android, iPhone, iPad, Galaxy, etc, etc) or any video player (Windows Media, Quicktime, DivX, Real, AppleTv, etc, etc). The video player we suggest using is VLC media player, which can be downloaded here: VLC Media Player for free.