Frequently Asked Questions

We are here to guide you through every step. You can find answers to frequently asked questions or view our Help Center. You can always contact us if you have any questions!

How do I access my account?

To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.

How do I reset my password?

On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.

How do I access the catalog?

Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.

Can I download videos to save them to my device?

Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.

Why am I experiencing buffering or playback issues?

Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.

Can I create multiple accounts with the same email address?

No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.

How do I pause or cancel my recurring subscription?

To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to either pause or cancel your membership by clicking End Membership.

How do I change my membership plan or update my billing information?

To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.

Why is my credit card being declined?

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.

How do I purchase a gift subscription?

To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.

How do I redeem a gift subscription?

To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.

What is the Refund Policy?

We are committed to ensuring your satisfaction with our services. If you are not completely satisfied, you can request a full refund within 30 days of your purchase. To be eligible for a refund, please note the following:

Refund requests must be made within 30 days of the transaction date.
The request should include your order number and reason for the refund.
Refunds will be processed to the original payment method used at the time of purchase.
Refunds may take up to 5-10 business days to appear in your account, depending on your bank or credit card issuer.
Services or products already used or accessed may not be eligible for a full refund.

Free live Q&A · Tuesday 20 October · 5:15pm Pacific

Ask a casting director what happens after you press send

Live on Zoom with Alexa Pereira. Free, and no card needed.

On Tuesday 20 October, casting director Alexa Pereira joins us live on Zoom for 90 minutes, and you ask the questions.

It's a Q&A, not a lecture. You bring the thing you've always wanted to ask a casting director, and she answers it.

Save your free seat

Form not showing? Register here instead.

About Alexa

Alexa Pereira is a Los Angeles casting director and CSA member. She was casting director on Nobody Wants This and cast on New Girl, Tokyo Vice, Dollface and Home Economics.

She is an Emmy nominee and an Artios Award winner.

A former actor, she has spent twelve years in casting and also coaches actors on self tapes and auditions.

Bring your questions about

What she watches for in the first ten seconds of a tape, and what makes her stop
How to read a breakdown, and what a casting office needs from your rep's pitch
What she wishes every actor knew before pressing send

Your reel, and the question that earns a click

A couple of days before the session, everyone registered gets an email with a form to add a link to their current reel. Alexa gets the list.

Whether she clicks yours is up to her. So your job on the night is simple: ask the question that makes her curious enough to want to watch your work.

Everyone who registers gets a free month of Silver membership the day after: the full library of 3,000+ videos, the Journey masterclasses and the community. You add a card when you redeem it, nothing is charged until the free month plus seven days are up, we'll remind you a week before, and you can cancel in two clicks from your account page.

Nobody can promise you auditions, and you should be wary of anyone who does. What we can promise is ninety minutes with someone who watches tapes for a living, and your question answered.

Tuesday 20 October, 5:15pm Pacific. That's 8:15pm in New York.

Hosted by Secret Actor Society, founded by working actors Kym Jackson and Andrew Steel.