FAQ page

Support & FAQs

Need help?
If you can’t find the answer below, you can always reach us at hwylstudio@uscreen.support and we’ll be happy to help.

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, then click End Membership to pause or cancel.

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

Sign in, go to Profile → Purchases, then use Manage Plan to switch, or Change Payment Method to update your 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.

Cancellations & Refunds

Memberships

Your plan renews automatically, but you can cancel anytime in your account settings. Just make sure to do this at least 24 hours before your renewal date. You’ll still have full access until the end of your current billing period. We don’t offer part‑refunds for unused time.

Free Trials & Offers

If you’re on a free trial, cancel before it ends to avoid being charged. Discounts, offers, and gift cards are non‑refundable.

One-off Rentals or Purchases

Once you’ve started watching, these are non‑refundable. If there’s a genuine technical issue that we can’t fix within a couple of days, drop us a line at hwylstudio@uscreen.support and we’ll make it right with a refund or credit.

Accidental Charges

If you’ve been billed twice by mistake, or spot something that doesn’t look right, email us at hwylstudio@uscreen.support and we’ll sort it quickly.

App Store / Google Play

If you joined through Apple or Google, cancellations and refunds are managed through your App Store or Google Play account.

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.