{"id":261,"date":"2017-11-25T13:13:00","date_gmt":"2017-11-25T21:13:34","guid":{"rendered":"http:\/\/www.marshallart.com\/HOME\/?page_id=261"},"modified":"2023-03-19T19:47:22","modified_gmt":"2023-03-20T02:47:22","slug":"video-faqs-support","status":"publish","type":"page","link":"https:\/\/www.marshallart.com\/HOME\/top-menu\/support\/video-faqs-support\/","title":{"rendered":"Video FAQs &#038; Support"},"content":{"rendered":"<p><em>If you placed your video order before July 6, 2015, and are no longer able to access your downloads, it is likely that you have not yet been migrated into our new system. Please see\u00a0<a href=\"\/\/www.marshallart.com\/HOME\/top-menu\/support\/migration\/\">Migration Support<\/a><\/em>.<\/p>\n<p>These FAQs address\u00a0issues related\u00a0to video downloads and may get you up and running faster than contacting support. \u00a0If, however, your issue is not addressed below, there\u2019s a support form at the bottom of this\u00a0page.<\/p>\n<p><b>Please note:<\/b>\u00a0In\u00a0<i>most<\/i> cases, download access is immediate upon activation. If, however, there\u2019s an issue with your payment method, you may need to wait until your payment clears before our system will allow activation or access. Sometimes this can take a week or more.<\/p>\n<hr \/>\n<h3>Video FAQs<\/h3>\n<div id=\"faq\">\n<ul>\n<li><a href=\"#howto\">How does video access work?<\/a><\/li>\n<li><a href=\"#howsoon\">How soon will I be able to\u00a0download my\u00a0videos?<\/a><\/li>\n<li><a href=\"#howact\">How do I activate my account for video access?<\/a><\/li>\n<li><a href=\"#nolink\">Where is my activation link?<\/a><\/li>\n<li><a href=\"#howdownload\">How\u00a0do I\u00a0download my videos?<\/a><\/li>\n<li><a href=\"#nobuttons\">I\u2019m logged in but I don\u2019t see any download buttons.<\/a><\/li>\n<li><a href=\"#nodownloads\">The\u00a0videos won\u2019t download.<\/a><\/li>\n<li><a href=\"#noplay\">My\u00a0downloaded videos won\u2019t play.<\/a><\/li>\n<\/ul>\n<p><a id=\"howto\" name=\"howto\"><\/a><\/p>\n<h4>How does video access work?<\/h4>\n<p>Download MP4 files for any products you purchase.<\/p>\n<ul>\n<li>If you\u00a0have an active membership at marshallart.com and were logged in when you placed your order, you will have immediate access. \u00a0Simply return to the product page and click the download buttons. You can find the product pages\u00a0<a href=\"\/\/marshallart.com\/SHOP\/all-products\/\">here<\/a>\u00a0or in the column\u00a0at the left.<\/li>\n<li>If you do not have an active membership OR\u00a0have a membership but were not logged into it when you placed your order, you will receive an activation link by email, usually within a few minutes of placing your order. Once your access is activated, you will have immediate access.<\/li>\n<\/ul>\n<p>Be sure to check your spam folder for your activation link.<\/p>\n<p>Unless specifically instructed to do so, please<b> do not<\/b> attempt to sign up for a new membership\u00a0after you\u2019ve placed a video. This will not work and may cause other access difficulties.<\/p>\n<p><span style=\"color: #000000;\"><strong>Tip:\u00a0<\/strong>I<\/span>f you already have an activated membership, be sure to log in with it before placing any future video orders. \u00a0This will ensure that all your purchases\u00a0are accessible with the same login.<\/p>\n<p><a id=\"howsoon\" name=\"howsoon\"><\/a><\/p>\n<h4>How soon will I be able to\u00a0download my\u00a0videos?<\/h4>\n<p>As soon\u00a0as you\u00a0log in!\u00a0 If you didn\u2019t log in prior to placing your order, you will receive an email\u00a0with an activation link. \u00a0You\u2019ll be logged in as soon as you activate your membership using that link.<\/p>\n<p><a id=\"howact\" name=\"howact\"><\/a><\/p>\n<h4>How do I activate my membership to access the videos I purchased?<\/h4>\n<p>Check your inbox and\/or spam folders for an activation link. \u00a0Click the link, then complete the required fields and your downloads will be accessible from the product page.<\/p>\n<p>If\u00a0you were logged in prior to\u00a0placing your order, you have immediate access and will not get an activation link. Just go to the product page<\/p>\n<p><a id=\"nolink\" name=\"nolink\"><\/a><\/p>\n<h4>Where is my activation link?<\/h4>\n<p>If you were logged in before placing your order, you will not get an activation link. \u00a0Just make sure you\u2019re logged into the same account you used to place your order and you\u2019ll have instant access to your downloads.<\/p>\n<p>Some ISPs and web mail services have aggressive spam blockers that may block the activation link emails. Please see <a href=\"\/\/www.marshallart.com\/HOME\/top-menu\/support\/activation-link-support\/\">Activation Link Support.<\/a><\/p>\n<p><a id=\"howdownload\" name=\"howdownload\"><\/a><\/p>\n<h4>How\u00a0do I\u00a0download my videos?<\/h4>\n<p>Once your membership is activated,\u00a0select your\u00a0video under the <strong>Videos<\/strong>\u00a0heading in the column at the left. This will take you to the same page you used when you ordered, but now you\u2019ll see download buttons for any available videos. The download buttons only appear when you are logged in.<\/p>\n<p><a id=\"nobuttons\" name=\"nobuttons\"><\/a><\/p>\n<h4>I\u2019m logged in but I don\u2019t see any download buttons.<\/h4>\n<p>You may have registered for\u00a0multiple memberships\u00a0(intentionally or not) and are logged into one that doesn\u2019t have access to that product. Be sure you\u2019re logged\u00a0into the correct membership.<\/p>\n<p>If you wish to consolidate multiple memberships so your login credentials are the same for all of them, complete the form below and use the\u00a0<i>Describe the problem<\/i> field to identify which membership you want to keep and which you want to remove\/consolidate. Be sure to identify all accounts with both the username and the email.<\/p>\n<p><a id=\"nodownloads\" name=\"nodownloads\"><\/a><\/p>\n<h4>The\u00a0videos won\u2019t download or are corrupted.<\/h4>\n<p>Videos\u00a0may download very slowly or become corrupted during\u00a0download \u2014 especially under\u00a0high-traffic conditions or with slower connections \u2014 so try the following:<\/p>\n<ul>\n<li>Avoid simultaneous downloads \u2014 that is, wait for one file to finish downloading before downloading another.<\/li>\n<li>Avoid\u00a0using your connection for other high-bandwidth activities while downloading (like performing other downloads, video conferencing, using streaming video sites, playing online games, etc.).<\/li>\n<li>If you\u2019re using a slow or shared connection, try downloading at a time when traffic may be lower or fewer users\u00a0are\u00a0online. Or, if possible, download from a faster connection.<\/li>\n<li><strong>Tip:<\/strong> Test\u00a0what\u00a0works best for your situation with a single download before taking the time to download several\u00a0videos only to find that none of them\u00a0play.<\/li>\n<\/ul>\n<p>If you\u2019re attempting to download directly to a tablet or smartphone, use your computer or laptop instead and transfer the video files over to the device.<\/p>\n<p><a id=\"noplay\" name=\"noplay\"><\/a><\/p>\n<h4>My\u00a0downloaded videos won\u2019t play.<\/h4>\n<p>If you verified that the videos are not corrupted, ensure that the device you use to watch the videos is\u00a0capable of playing MP4 format. Most devices are compatible. If your device is not compatible, please check its manual or support site for video conversion information.<\/p>\n<p><a id=\"buymore\" name=\"buymore\"><\/a><\/p>\n<\/div>\n<div>\n<hr \/>\n<h3>Video Support<\/h3>\n<div class=\"snippet-frame\"><p>Please double-check that your email is entered correctly to ensure our reply reaches you.<\/p><p>If a response is necessary, we do our best to do so within 24 hours (excluding weekends and U.S. holidays).<\/p>\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f6361-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"6361\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/HOME\/wp-json\/wp\/v2\/pages\/261#wpcf7-f6361-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"6361\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.4\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f6361-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p>Your Name (required)<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"your-name\" \/><\/span>\n<\/p>\n<p>Your Email (required)<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n<\/p>\n<p>Subject<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"your-subject\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"your-subject\" \/><\/span>\n<\/p>\n<p>Describe your problem<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"your-message\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\" name=\"your-message\"><\/textarea><\/span>\n<\/p>\n<p>More Info (for technical issues only):\n<\/p>\n<p>Type of Device: <span class=\"wpcf7-form-control-wrap\" data-name=\"TypeofDevice\"><select class=\"wpcf7-form-control wpcf7-select\" id=\"contactForm7Dropdown\" aria-invalid=\"false\" name=\"TypeofDevice\"><option value=\"\">&#8212;Please choose an option&#8212;<\/option><option value=\"Computer (desktop\/laptop)\">Computer (desktop\/laptop)<\/option><option value=\"Tablet (iPad, Galaxy, etc.)\">Tablet (iPad, Galaxy, etc.)<\/option><option value=\"Smartphone (iPhone, Android, etc.)\">Smartphone (iPhone, Android, etc.)<\/option><option value=\"Other\">Other<\/option><\/select><\/span><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"otherDevice\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" id=\"contact7Other\" aria-invalid=\"false\" placeholder=\"If other, please specify\" value=\"\" type=\"text\" name=\"otherDevice\" \/><\/span>\n<\/p>\n<p>Operating System: <span class=\"wpcf7-form-control-wrap\" data-name=\"OperatingSystem\"><select class=\"wpcf7-form-control wpcf7-select contactForm7Dropdown\" aria-invalid=\"false\" name=\"OperatingSystem\"><option value=\"\">&#8212;Please choose an option&#8212;<\/option><option value=\"Windows\">Windows<\/option><option value=\"Mac\">Mac<\/option><option value=\"Mobile\/Tablet\">Mobile\/Tablet<\/option><option value=\"Other\">Other<\/option><\/select><\/span><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"otherOS\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"If other, please specify\" value=\"\" type=\"text\" name=\"otherOS\" \/><\/span>\n<\/p>\n<p>OS Version Number: <span class=\"wpcf7-form-control-wrap\" data-name=\"osVersion\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text contact7Version\" id=\"contact7Version\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"osVersion\" \/><\/span>\n<\/p>\n\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Send\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you placed your video order before July 6, 2015, and are no longer able to access your downloads, it is likely that you have not yet been migrated into &#8230; <\/p>\n<p class=\"read-more-container\"><a title=\"Video FAQs &#038; Support\" class=\"read-more button\" href=\"https:\/\/www.marshallart.com\/HOME\/top-menu\/support\/video-faqs-support\/#more-261\" aria-label=\"More on Video FAQs &#038; Support\">Read more&#8230;<\/a><\/p>\n","protected":false},"author":8,"featured_media":0,"parent":252,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","meta":{"generate_page_header":"","footnotes":""},"class_list":["post-261","page","type-page","status-publish"],"_links":{"self":[{"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/pages\/261","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/comments?post=261"}],"version-history":[{"count":2,"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/pages\/261\/revisions"}],"predecessor-version":[{"id":15539,"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/pages\/261\/revisions\/15539"}],"up":[{"embeddable":true,"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/pages\/252"}],"wp:attachment":[{"href":"https:\/\/www.marshallart.com\/HOME\/wp-json\/wp\/v2\/media?parent=261"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}