FAQ

Account & Billing 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 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 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.

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.

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. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

Programming Questions

Which programs are livestreamed?

Current weekly livestreams include Honky Tonk Thursday (starting at 7PM), The Friday Night Jamboree (starting at 7:45PM) and all of our Floyd Country Store Concerts (typically Saturday evenings at 7PM — occasionally we will have a Sunday evening show — check the livestream category

for all available shows.

Will livestreamed events be available after the stream ends?

Yes! We will repost livestreams to the livestream category on the Monday following the event.

When can I expect to see past shows?

We will edit and post-produce a “Best of Collection” of each show and repost within approximately 3 to 4 weeks.

Can I tip the band?

YES and we encourage you to do so! While watching a livestream, a donation/tip icon will appear in the chat interface on the web. This feature is specifically for the web browser experience of the livestream.

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.