Be sure that you are using the email and password you used to sign up. If you have forgotten your password you can reset your password here.
We actually recommend you book your ticket in advance. This way, you avoid the queue (even on internet, it can happen!). Then connect a few minutes before the event.
If you have registered, but your payment didn't go through and was rejected by the bank:
When you pay with a Credit Card, our system asks authorization from your bank. In some cases a bank refuses the payment. This can have multiple reasons, however the bank does not inform us about the exact reason to respect your privacy. So we are unable to give you specific information. Please contact your bank for any details and status of your account in case this happens to you.
In some rare cases a credit card payment is blocked due to our fraud filters. If your bank tells you everything is okay from their side, please raise a ticket with your details and we'll look into your purchase status as soon as possible.
There are multiple ways you can pay via PayPal. When you pay with a credit balance on your PayPal account, transactions tend to go very smoothly. Be aware that if you pay using an external payment method, like your credit card that is associated with your PayPal account, similar issues can arise like those indicated above (section about Credit Cards).
If you still encounter payment issues, please raise a ticket with your details and we'll look into your purchase status as soon as possible.
In case you feel eligible for a refund you can request a refund via your library (https://cleeng.com/us/my-account). If you click on 'More', under the title of a purchased item, you'll see the link to "Request refund".
Note: Cleeng only processes "Refund request" coming in via this refund request form. Requesting a refund doesn't mean it will be granted automatically.
For your purchase and the refunding process the Cleeng Terms & Conditions apply:
A User will be automatically granted a refund, 24-72 hours after the refund request was submitted, only in the following cases:
In case of doubts or unclear reasons of the refund request Cleeng may contact the User for more information and/or the Publisher who will decide if the User’s request is valid for a refund.
Refund request must be submitted less than 48 hours after the event has finished in order to be reviewed.
Note: events that are followed up by a replay/ VOD won't be refunded.
If you weren't able to watch the event or a video on-demand (rental) and want to cancel your purchase due to personal reasons, unfortunately no refund can't be done, as we cannot validate the accuracy of the request.
In case of a rejection of the refund request the User will be notified within 24-72 hours.
If you paid double, please send us both receipts you received after the purchase.
We will refund the second purchase within 48 hours.
It usually takes up to 24-48 hours before you will see the refund reflected on your bank statement.
You need a minimum of 5Mb download Internet speed for our best quality, check your speed at http://testmy.net/SmarTest/down
We support most devices and operating systems: Microsoft® Windows®, Apple® Mac® or Linux OS with Adobe® Flash® or tablets including Google® Android™ devices and Apple® iPad® or iPhone® devices will work. We are streaming a lower bitrate feed that works over most 3G and 4G services. Please consult with your local access carrier for rules and regulations. Please be aware that we are not responsible for data connection charges to view the stream on any platform or service.
If you'd like to delete your account please submit a request here, including your email address. Cleeng (our subscription engine) will close your account upon your request.
Please note that the financial transactions history will be kept.
If you have forgotten your password, go to the Password Reset page. Follow the instructions to have a password reset email sent to your email client.
In case you are able to login, but just wish to update your password, please follow these instructions:
Once you have entered (and confirmed) your new password, press the "Save" button.
You're all set!
Yes it is extremely secure.
Your profile, balance and payment information are securely stored on the Cleeng servers. All transactions are done on the Cleeng server using SSL encryption and we don’t share your data with any 3rd party companies. You can buy using enterprise-class payment system provided by Adyen B.V.