Roger Gracie TV - FAQs

 

Frequently Asked Questions

Can I see the range of video content before I sign up?

Yes, you will be able to navigate and search the site to see the range, category and title of each video we feature, however, you won’t be able to view any of the “paid-for” content until you sign up for a membership, but you will know how many videos are there and what they feature before you join. You can see some sample videos by searching for the Roger Gracie TV YouTube channel.

Will the content change over time?

Yes, we regularly update the site with new content over the course of each month.

What are your membership terms?

You can choose to subscribe to a monthly or annual membership plan.

Annual membership plans offer a substantial discount and you will make a one-off card payment when you join. We will not take any further payments automatically so at the end of the year you are free to renew if you want to (we think you will) and you will be able to process your own renewal order via your Roger Gracie TV account. We don’t offer cancellation /pro rata refund options on annual subscriptions.

Monthly rolling memberships offer a flexible way to join. You will make a card payment for the monthly fee when you join, and your card details will be stored with Stripe, our payment gateway. Stripe will automatically attempt to take renewal payments on the due date until you cancel your subscription, or your payment is not successful. So, the minimum period you are subscribing for is one month, and you can cancel at any time via your Roger Gracie TV account.

A full list of our terms and conditions is available on the site, via the link in the footer.

So, just to clarify, I have full control of my Roger Gracie TV account and any further payments you may take?

Yes, that’s right. If you take out an annual payment plan we will not take any renewal payments.  That’s up to you to place a new order if you want.  We will send you an email after your subscription has expired to let you know that you will need to renew to access membership content.

If you take out a monthly payment plan, we take monthly renewal payments until you cancel your plan via your Roger Gracie TV account. There is no minimum term and you can cancel at any time by logging in to your account.  

Your cancellation will take effect from the next renewal due date, so if you cancel mid-month you will continue to have access to member content until the end of the month you have been billed for. During this period your subscription will show the status “pending cancellation”. We do not offer refunds or credits for any partial month membership periods.

Monthly renewals are taken calendar monthly, so

Join 15th of month, payment taken on 15th of each month

Join 31st of month, renewal payments will be taken on the last day of each month (i.e. 31st, 30th, or on the last day of February).

Can I just send you an email asking to cancel my monthly subscription rather than cancelling it myself from within my account?

No, you will need to log in to your own RGTV account and select the active subscription link, from which you will get the option to cancel.  We don’t process cancellation requests received by email (see terms and conditions).

What happens if I want to change my payment card?

You can update your card details from within your Roger Gracie TV account.

What happens if my payment card expires and my renewal payment fails?

You will receive an email inviting you to enter new card details to process payment.

What happens if I want to re-subscribe?

Just log in to your account, click on the subscription tab and view your subscription.  The option to re-subscribe will be available.

What happens if you change the monthly membership price?

You will continue to pay the price that you signed up for, only new customers will pay the amended price.  If you used a discount code when you signed up this code will only apply while that subscription is active.  If the subscription becomes inactive then the discount will not apply to re-subscriptions.

What happens if I forget my password or user name?

When you attempt to log in you can request a email link to re-set your password.

I’m not receiving your emails

Check your spam filters and make sure to add us to your safe senders list.

How do I view the videos?

You just need to select play and the videos will run. Performance will be based on the speed of your Internet connection and browser, amongst other things, so please do make sure to check out the taster videos first via  the Roger Gracie TV YouTube channel to make sure you are happy with what you see.

There’s a new video available but I can’t view it. You’re telling me I need to subscribe to see it, but I am already logged in as a member

Before contacting us, try logging out, clearing your cache and logging back in again.

My membership seems to be paused when I haven’t cancelled my subscription

Check your active subscription to see if a renewal payment is currently due. Your membership will be on hold until the payment has successfully been processed. Stripe will make several attempts to collect the payment due, but it may be that you need to update your card details, for example if the card expiry date has changed.  You can update your payment card details from within your account.

Can I stream RGTV videos on my smartphone or tablet?

Yes, our website is fully responsive, so video content will format perfectly on mobile devices and tablets.

I’m having problems viewing my video content

For more help, try the Vimeo help documentation:

https://help.vimeo.com/hc/en-us/articles/229239908--This-video-can-t-be-played-with-your-current-setup-error-message

https://help.vimeo.com/hc/en-us/articles/224968848-Troubleshoot-playback-quality-and-buffering-issues