FAQ

Frequently Asked Questions

TWUSA.TV QUESTIONS

How long do I have to watch my rental video?

It depends on the rental tier you’ve selected. The rental period begins at the time of purchase, not when you begin viewing.

Can I stop and start my rental video so we can watch it more than once?

Yes. Provided you are still within your viewing period, you may watch your rental video as much as you’d like.

Are full-length performances included in a subscription to TWUSA.TV?

Full-length performances are not included in the TWUSA.TV subscription. Full Productions are available for rental separately here.

What is included with the TWUSA.TV subscription?

All content within the Subscriber Content category is included in the TWUSA.TV subscription.

Full Productions are available for rental separately here.

How can my students gain access to the content purchased by my school/district?

If you’ve purchased a classroom or school rental, please contact our sales team for assistance. A direct link and access code can be issued for your students to use.

Do you offer study guides and other teaching materials? 

Study guides and other teaching materials can be downloaded here. Select the appropriate trailer and the materials can be downloaded from the Resources tab below the video. Supplemental materials can be accessed in advance of your viewing period.

Our school or district can’t pay with a credit card. How can I arrange for access to a rental video?

Please contact our sales team for assistance.

BILLING AND ACCOUNT QUESTIONS

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

 

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.

 

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

 

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

 

My credit card is being declined.  Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

 

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

 

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

 

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.

Why do I see a blank screen when I log in?

This may be a problem with your browser version. The solution is to update the web browser to the last version available. Clearing the web browser cache and deleting the cookies is recommended too. More information can be found here.

My question was not answered here.

Please email us here for further information.