FAQs

 

 

My Account

 

Who is Cleeng?

CLEENG is our trusted partner that manages our video ecommerce activities, they are a reputable expert solution in this field. Cleeng simplifies the access to unique quality content and provides great customer support. To find out more about Cleeng, please visit www.cleeng.com.

 

Subscription Details

To check your subscription details, please log in to your account. Here you will be able to find your sign up date, the subscription period and when your next installment is due. Please note by default all subscriptions work on a recurring basis and you will automatically be billed upon the next installment unless you have formally cancelled before the next payment period.

If you haven’t signed up yet, we appreciate your interest! Try us free for 30 days! If you enjoy your trial, do nothing and your membership will automatically continue for as long

as you choose to remain a member.  To subscribe to INDISTRY TV, there is a $9.99 monthly subscription fee that unlocks:

  • Unlimited access to all of our shows and movies
  • Unlimited access to all of live streamed content
  • Access to celebrity channels
  • Unlimited access to emerging artist channels
  • Unique interactive features on videos that allow you to shop, share and interact with the content
  • Be the first to know about Indistry TV’s exclusive live events including music concerts, film screenings and other events

 

Where can I change my password?

Security and your personal information is as important to us as it is to you.  When creating or changing your password, create unique passwords that use a combination of words, numbers, symbols, and both upper- and lower-case letters.

If you signed up for Indistry TV’s mobile app via a third party (ie. Apple iTunes, Google Play store, etc.) and you wish to change your password, you can do it anytime within the mobile app.  Simply go to Settings, My Account, Password and click ‘Change Password’.

If you signed up for Indistry TV via the web (www.indistry.tv) and you wish to change your password, follow these steps:

  • Log in to your account
  • Go to Profile
  • Enter your first and last name, old password and enter a new password and click ‘Submit’

 

CONTENT INFO

 

What kind of programming do you have?

INDISTRY TV has carefully curated a fantastic library of content featuring INDISTRY originals, independent films, documentaries, shows, celebrity-exclusive content and more! INDISTRY content may vary by region and will constantly change as we strive to deliver fresh new content to our audience.

Your viewing experience is very important to us. We never use pop-up ads in our content, as advertisements can be a distraction while viewing your favorite show or live event. We work closely with our brand partners to carefully place products that are organic to the content and viewers can opt (or not) to interact with the video.  But the choice is yours! See more about shoppable videos by clicking here (click & re-direct below to How Can I shop for products that I see on the video).

 

Where can I access the content?

INDISTRY TV is an interactive streaming service that allows our customers to watch via the following devices:  Apple TV, and any iOS or Android mobile phone or tablet.

 

How often do I get to see new content?

We will make sure that you’ll get the most out of your subscription!  New content will be released every month. We will automatically notify you of upcoming series, movies and live events so you don’t have to do anything!  Or follow us @indistrytv on Instagram, Facebook, or Twitter to see what’s coming up in new programs!

 

How can I shop for products that I see on the video?

One of the coolest things about our app is that you can “shop the look” or purchase products that are available across the content right from your mobile phone, tablet, laptop or desktop computer!  Click on the ‘hotspot’ on your screen to pause your video, get product information, and be taken directly to the site’s shopping cart. Where else can you purchase a product worn by your favorite artist right on the spot during programming?

One of the coolest things about our app is that we’re interactive!  When you see a hotspot across the video, that means that video has an interactive embedded feature where you can click to either shop (and purchase products that you see on the video at your favorite online stores) or get more information.  Like the song you hear on the video? Click on the hotspot and get directed to Spotify, Apple Music, Soundcloud or other music destination!  Don’t worry, your video will pause so you won’t lose your place.   Where else can you shop what you’re watching  right on the spot during programming?

 

How can I go to an INDISTRY Live event?

Whether it’s music concerts with your favorite artist or band, listening parties, fashion shows with your favorite (and hottest emerging) designers, film screenings, sports / health & fitness events, stand-up comedy or cool charity events with caring celebrities, we have it all in your cities! The invitation to an in-person INDISTRY Live event is only available to our subscribers!   We’ll notify you of all upcoming events or simply follow us @indistrytv on Instagram, Facebook or Twitter to be in the know!

 

The video or stream quality is bad.  What can I do?

Indistry TV is designed to play the highest quality video that can be delivered to your device over your internet connection.  If you experience low-quality video or rebuffering on a regular basis, it may be due to a slow network caused by a poor wireless signal, issues with your router, or the quality of your internet service.  Check that your internet package provides speeds fast enough for streaming video. To view in HD you will need to have higher download speeds.

Try reloading the page a few times or see if you can access the video from another browser and/or device.   You may also try to clear your browser’s cache and cookies.

If you only occasionally see poor video quality, this may be due to your network being congested.  Follow these steps to troubleshoot the issue:

  • Check whether your internet service provider (e.g. Comcast, AT&T, Spectrum, etc.) is currently experiencing outages or issues.
  • Reduce usage of other devices currently accessing the network, such as streaming players, computers, game consoles and mobile devices.
  • Try restarting your device, modem and router.

If the issue continues please don’t hesitate to contact our friendly support team by filling out the contact form at www.indistry.tv.

 

Payment

 

How do I update my payment method?

If you signed up for Indistry TV via the mobile app using a third-party (ie. Apple iTunes, Google Play, etc.) please contact them directly.  

If you signed up via the web (www.indistry.tv) and you wish to update or remove your payment method, you can do it anytime by following these simple steps:

 

Why hasn’t my subscription renewed?

By default, all subscriptions are renewed automatically. However, sometimes you may notice your subscription plan wasn’t renewed automatically.

In such case you’ll receive an automated email notification and 48 hours to act upon this feedback.

There are two main reasons for a failed renewal:

  1. Your bank doesn’t accept the transaction due to its own policies. Please contact your bank directly to obtain more information.
  2. Your credit card has expired or had insufficient funds. You can update your credit card details in your account. Simply click on the link we send you in the automated notification email and update your credit card info.

** After 48 hours without action from your side, the auto-renewal won’t be possible anymore and your subscription will be automatically cancelled. You will need to subscribe again to start a new subscription cycle.

 

How do I cancel my account?

If you signed up for Indistry TV via the mobile app, you can simply go to the Apple iTunes store or Google Play store (depending on your device), search for the Indistry TV app and cancel your subscription.

If you signed up on the web (www.indistry.tv), you can:

Don’t worry! You will continue to enjoy content access through the purchased period, please keep your cancellation receipt for your records. Please note that if you do not cancel your subscription before the next installment is due you will be charged for the entirety of that period.

 

How do I use my promo code or coupon?  

Congratulations on receiving a promo code! Please follow below steps to redeem your discount:

  • Please go to www.indistry.tv
  • Click the ‘Sign Up’ button.
  • Create an account
  • Once registered, you can redeem your coupon code at checkout.
  • Click on activate to enable your discount.
  • Complete your purchase.

Please note that your coupon may be restricted to specific offers, so double check that you are applying it to the correct plan option. Also, coupons cannot be used on existing subscriptions.

 

My payment is rejected.  What can I do?

If you signed up for Indistry TV via the mobile app using a third-party (ie. Apple iTunes, Google Play, etc.) please contact them directly.  

If you signed up on the web,  but your payment didn’t go through and was rejected by the bank, please do the following:

    1. Double-check if you filled in the correct billing details, including expiration date or your CVC code.
    2. If your data is correct, you might need to contact your bank asking for more details. Due to privacy policy we don’t receive any details on the reason of this rejection from the banks. You can find their contact details at the back of your card.
    3. To get access immediately – you can try using another payment method.

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. 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).

 

Refunds

 

Refund Request

Please note that all subscriptions auto-renew unless cancelled prior the next payment is due. We don’t process pro-rated refund so if you cancel within the subscription period, you’ll still have access until the date you paid for.

Refunds will only be granted in the following cases:

  1. A viewer made double/multiple purchases using the same registration/login data. If you paid double, please open a ticket and attach both of your receipts and a screenshot of your bank statement showing the two payments you received after the purchase. We will refund the second purchase within 48 hours. You will see the refund reflect on your bank statement within three business days.
  2. An advertised content was cancelled. The video on-demand was removed by the Broadcaster.
  3. More than 80% of the content had streaming issues (no sound, or poor sound & video quality).

For any reasons other than the above mentioned cases, we would ask you to please read our terms of service – http://cleeng.com/cleeng-user-agreement