Frequently Asked Questions
BILLING AND ACCOUNT QUESTIONS
How do I change my password?
Once signed into your account, you can change your password by clicking Profile from the top navigation bar. Select Password and update your password.
How do I reset my password?
Please contact firstname.lastname@example.org for help with resetting your password.
How do I update my billing information?
Once signed into your account, you can update your billing information by clicking Profile from the top navigation bar. Select Purchases and update your billing information.
How do I change my plan? Upgrade to annual for a cheaper rate.
Once signed in to your account click Profile. Then click on purchases. You will see your plan and a change button. Click the change button and select a different plan.
How do I cancel my recurring subscription?
Once signed into your account, you can cancel your subscription by clicking Profile from the top navigation bar. Select Purchases and then cancel membership or change the plan you are on.
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.
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.
Can I watch videos on my TV without using an app?
Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.
Can I watch videos on my phone or tablet without using an app?
Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere! The App is a much better experience so we recommend you download it as its part of your membership. Search Big Picture Skiing in the App Store to find it.
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.