SUPPORT

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Please click the link below to reset your password:

Troubleshooting (Device Limit)

Our product can be played on an unlimited number of devices – from PCs to tablets and smartphones. However, you can only be logged in on one device at a time. Therefore, if you are struggling to log in, please check whether you are signed in on another device.

Troubleshooting (Accessing)

If you find that you are unable to access our content, we would advise the following:

1) Check that only one device is accessing our product at a time

2) Clear your cookie cache and internet history

3) Try a different internet browser

If the connection problem persists, please contact us via the e-mail address below.

Troubleshooting (Playback Quality and Buffering Issues)

Our videos have a variety of different qualities, from 360p to 1080p. In “Auto” mode, our player switches between all available qualities to accommodate changes in the viewer’s Internet speed. The following table shows the minimum speeds required for each playback quality:

Quality Required Minimum Bandwidth
360p 1 Mbps
720p 4 Mbps
1080p 6 Mbps
If you find the video playing in a lower quality than expected, it is likely because the viewer’s Internet speed (bandwidth) cannot support higher quality playback.

Viewers can manually select what quality the video plays in, but be aware that this may result in frequent buffering if the viewer’s bandwidth does not meet the required minimum outlined above.

Contact

For further support, please e-mail us at support@v-prep.com.