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Frequently Asked Questions

To contact customer service please complete the form at the bottom of this page

Account & Settings

Manage subscription

If you'd like to manage your subscription, or update your billing information please follow the steps below.

1. On your desktop or mobile browser click the following link: https://trueroyalty.tv/hostedaccount/
2. Enter your email address, then click “Submit” 
3. Check your inbox for a numeric code (or check junk/spam if you don’t see it after 30 seconds) 
4. Put the code in the box to access account management

 

(The code will expire after 10 minutes if not used, however you can always generate a new one whenever you need.)

Email preferences & settings

You can use the following steps to edit your email preferences or change various settings on your account. 
 
1. On your desktop or mobile browser click the following link: https://play.trueroyalty.tv/settings
2. Under the “Info” tab you can edit your email, or password. 
3. In the “Emails” tab you can change your marketing settings depending upon your preference.

Manage data usage

If you're looking to lower your data usage please click which device you're using and it will walk you through the applicable steps. 

iPhone/iPad/iOS

Android App

Roku

Amazon Fire TV

Android TV

All articles

You can browse all of our Account Settings articles on our help center page by Clicking Here

Can't Watch

I can't sign into my account on my device

If you’re having trouble signing in with your password please consider the following possibilities 

  1. Did you sign up with a typo in your email address, or a different email address than the one you are using? Try to find the confirmation email from when you signed up to verify the email you should be using. 
  2. Punctuation makes a difference. If you signed up with email.email@gmail.com but are trying to sign in with emailemail@gmail.com our system considers them two separate addresses. 
  3. The end of your email address matters. @gmail.com and @googlemail.com may be the same for Google, but our system will see them as two different email addresses. 

Wit those possibilities in mind, here are some ways to log in on the web: 

If you don’t have a password, or your password isn’t working here is how to set/reset it

1. Click “Sign in” in the top right corner of the page and enter your email address
2. Click Next.
3. Underneath the password field select “Reset your password” 
4. Enter your email address on that page and select “Reset password” to confirm. 
5. If you are an active customer, you will be emailed a link to set a new password. Please check your inbox for that link.

 

If you didn’t receive an email to reset your password, it’s likely that you are using an incorrect email address. Please try any other emails you have. Search your inbox for “Start watching” email from VHX (You can search “Start Watching VHX’)

If a password is not required

1. Click “Sign in” in the top right corner of the page
2. Enter your email address, if you are an active customer you will be immediately emailed a link that will sign you in once clicked. Open your email inbox and click the sign-in link. 
3. You will then be signed in so you can start streaming your True Royalty TV content. 

Bad video quality or constant buffering

You can visit the following article: Click Me, and it will walk you through how to resolve any lagging/buffering or low video quality issues. 

Why am I getting an error saying the video is not available in my country?

In order for content to be available on the internet, some videos require certain territorial restrictions. When this requirement exists on a video you're trying to watch, you will see a message reading:

"Sorry, video is not currently available in your country"

If you're seeing this message, it may be because you're accessing the internet through a Virtual Private Network (VPN), or a proxy. These methods can hide your location and will prevent playback from a protected video. If disabling these methods does not resolve the issue, then it's likely that you're trying to access the content from a region that is currently being blocked.

All articles

If you're having any issues streaming True Royalty you can visit our help center HERE to browse through articles or reach out to our customer service team. 

Setting Up Your Devices

Streaming on a phone or tablet

If you're wanting to sign into the app on your iPhone or iPad Click Here

If you're wanting to watch on your Android phone or tablet Click Here

Watching True Royalty on your TV

Please select the following device you'd like to stream on, and it will walk you through signing into your True Royalty TV account so you can start streaming immediately.

Roku

Apple TV

Amazon Fire

Chromecast

Android TV

Smart TV

Using your computer to watch True Royalty

Make sure you have a reliable internet connection and you are using a supported browser.

1. Head to the True Royalty TV Browse page.
2. Click on the product or collection you want to watch.
3. The video page will load and the video will start playing immediately.
4. You can then make it full screen, turn on subtitles (if available), or leave a comment.

Other

Reaching out to customer service

You can reach our Customer Service team at Support@trueroyalty.tv 

Our business hours are 7 am PST - 7 pm PST. We respond to all emails within 1 business day.

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