Help

Your subscription will continue in effect unless you change or cancel your subscription or we terminate it. Don’t worry, that will only happen if you ask us to or if you don’t follow the Terms of Service.

• In order to change or cancel your subscription, follow these steps:
  1. Log in to your account at crelata.com 
  2. Click “my account”
  3. Click “billing”
  4. Click “change plan”
  5. Click “choose plan” to change plans OR click “cancel membership” to cancel your subscription and your membership will not renew.
  6. You will still have access to your subscription until it expires.

Please note that there are no refunds for partially unused membership periods.

All purchases are non-refundable and there are no refunds for partial subscription periods. You must cancel your payment plan prior to the next charge in order to avoid billing and can continue using the Services until the end of that charge period. 

In order to update your billing information, follow these steps:

1. 1. Log in to your account at crelata.com 
   2. Click “my account”
   3. In your account you can change:
      • Email address
      • Name
      • Password
      • Payment method on file
      • Subscription plan or cancel your subscription 
   4. You can also: 
      • View payment history
      • Redeem a Crelata gift card and add the gift card balance to your existing account 

In order to change or reset your password, follow these steps:

1. 1. Log in to your account at crelata.com 
   2. Click “my account”
   3. Click “security”
   4. Change your password
   5. Click “update password”

• For optimal viewing experience, we recommend using the most recent versions of Chrome, Firefox, Edge, or Safari.
• Playback issues may be experienced by customers using Internet Explorer or browsers that are not current. For this reason, we recommend that you check your browser version and update it, if needed.

• To turn on the closed captions, click on the subtitles icon in the video player (it looks like a rectangle with text inside). Choose your preferred language. 
• If you are an Apple user, do not use the AirPlay button in the video player because the captions will not show up on your board. At this time, AirPlay does not support closed captions. We agree, this is ridiculous! 
• Instead, connect your computer directly to the board via a chord or screen cast the entire contents of your computer desktop onto the board. 

• Adjust the video quality to a lower quality. This is also helpful for weak internet situations.
  1. On the player, locate the gear icon and click on quality.
  2. Set the quality to auto or select a specific quality setting.
• The selected quality will apply to all videos viewed until the browser cache is cleared.

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 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.

• • 18–25 Mbps: Ultra HD video (4K, HDR)
  • 10–18 Mbps: HD video
  • 1–10 Mbps: SD video

2. Are you on a Wi-Fi network that is shared with other devices and users? You may run into buffering issues if you don’t have enough bandwidth for everyone’s devices to be on the Wi-Fi network. If you are on a public network, bandwidth may be an issue. Please try again when you are on your home or office network.
3. 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 or uploads to complete and try again.
4. If you’re on your home wifi network, and steps 1-3 are not an issue, you may need to upgrade your modem or router. Please check with your internet service provider to ensure your equipment is updated.
5. If you’re using a mobile device and not connected to Wi-Fi, and you’re experiencing slow loading time or buffering, you may have reached your data cap. This information is typically found under your device settings, under network & internet data usage.
6. Do you live in a remote area and is this the first time you’ve visited the site or tried viewing the content in question? It’s possible that due to the nature of CDNs, the content has yet to be cached, causing some buffering or lag in load time. The remedy for this is to try to view the content again later, and the content should then be cached. 

We are here to help!

• If you have general questions, contact us at hello@crelata.com.
• If you have technical questions, contact us at support@crelata.com.