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> NBL - Frequently asked question



Why hasn’t my subscription renewed?

By default all subscriptions are renewed automatically. Sometimes however, you may notice that your subscription plan wasn't automatically renewed. In such case you get an automated email notification and 48 hours to act upon this feedback. 

There are two main reasons for a failed renewal: 

  1. Your bank doesn't accept the transaction due to its own internal policies. 

Solution: Please contact your bank directly to obtain more information.

  1. Your credit card has expired

Solution: update your credit card details in your account. Simply click on the link we send you in the automated notification email or log in at http://cleeng.com/us/my-account with your email and the affiliate password, click on 'Settings' and update your credit card info. 

** After 48 hours and no action from your side, the auto-renewal won't be possible anymore and your subscription will be automatically cancelled. You will need to subscribe again to start a new subscription cycle.


How do I update my payment method?

To update or remove your payment method To remove your credit card info from your account, please follow these steps:

  1. Go to https://cleeng.com/us/my-account and log in.
  2. Go to 'Settings'.
  3. Scroll down and click on the 'Change' button, next to 'Your credit card details"
  4. Or, to remove, click remove

Is my Credit Card secure?

Yes, fully! Your profile, balance and access information are securely stored on the Cleeng servers. All actual transactions are done on the Cleeng servers using 256bits SSL encryption, and payment processing meets the highest PCI compliance standards.


How do I cancel my subscription?
Firstly login to your Cleeng account via https://cleeng.com/my-account - this account was automatically created when you purchased your subscription - use the same email and password to log in.
Once you have logged in you will see your library with a list of your purchase history. Click on the second tab titled "Subscription". This will show you a full list of all your current live subscriptions.
In the fourth column you can easily change the subscription status by clicking on 'Stop'. The change will be saved automatically and your subscription will be cancelled.


My payment is rejected, what can I do?
It might be that your bank is refusing the payment, so you may try to contact them (see phone number at the back of your card). Alternatively, please try to use a different payment method.


How do I use my promo-code/coupon?

If you received a promo code / coupon follow these steps to access your content:

  1. Go to the website you got a coupon for.
  2. Click the 'Purchase' button.
  3. You’ll see a pop up window, asking you to register. You can choose to use your Facebook or Google credentials, or simply register with an email instead.
  4. Once registered, you can redeem your coupon code.
  5. If your coupon code entitles you to 100% off of the initial price, you will receive the access to the content right away.

For more information, please click here


Refund requests

To see if you are eligible for a refund, please have a read of the Cleeng refund policy here. If you are eligible for a refund, please submit a ticket using the form below. Please note, a refund request must be submitted less than 48 hours after the event has finished in order to be reviewed.


I have problem accessing the content I previously bought. What can I do?
Few options are available:
Option 1: Search your email inbox for "Cleeng receipt". Have a look too at your Spam/Junk folder. Once found, click on the link inside the description and re-enter your credential if necessary. Make sure you use the same email address or Facebook/Google access as you did for your initial purchase. It should work!
Option 2: Clear your browser cache. You can find how to do it here. Then follow Option 1.
Option 3: If it still doesn't work, possibly your initial order didn't go through. Please place another order. File a refund inquiry below mentioning your Cleeng receipt number(s). We'll proceed with refunds within 72h after the event.

The video or stream quality is bad, what can I do?
Control your internet connection; try reloading the page a few times or see if you can access the event from another browser and/or device. If the issue continues please check our Twitter for the latest streaming status updates. If no mention of any issue, it must be related to your internet connection. Please check it, and be patient :)


Is the video content available on mobile devices?
Yes it is! When you click to register/buy, your mobile browser will open a new window. After you have created your Cleeng account and got/purchased your access, just go back to the site.

You can connect from your computer, phone or tablet anytime you want to. If you got registered/purchased your ticket before on a different device, simply login with your Cleeng account and again you'll have full access.


Can I watch from different computers or phones at the same time?
Yes, when you registered/purchased on one computer/tablet/phone you can simply use the same credentials to watch on another device. You should bear in mind your access can be restricted when our systems detect abuse. To avoid your account being cut off, don't use more than 2 different devices just before and during the event.

Do I need to download anything to view the video content?
No. Once you have a ticket you have instant access to the Internet video stream. The video plays automatically in your browser. It works on PC, Mac®, tablet or smartphone. But you have to ensure you have a proper broadband connection for this video.


Can I stream a video on a big screen using Chrome Cast?

Cast your favorite entertainment from your phone or tablet straight to the TV. Use Chrome browser and follow the steps as explained on the official Chromecast pages:



Can I stream a video though my iPhone/iPad through my Apple TV?

You can easily and instantly purchase and watch any video, directly on your iPhone and iPad. It works no matter where you are, all you need is...the internet connection.

Though, if you'd like to stream a video to your AppleTV to watch it on the big screen, you can use AirPlay directly from your iOS devices.

What you need:

  • iPhone, iPad, iPad mini, or iPod touch
  • Apple TV 
    Note: Your iOS device and Apple TV need to be connected to the same Wi-Fi network.

Check out more information on AirPlay usage directly on Apple.com


Who is Cleeng and whats a Cleeng account?
Cleeng simplifies the access to unique quality content. Using your Facebook, Google or Yahoo! account, it takes just a few seconds to create a Cleeng account and then purchase access using Visa, MasterCard, Mobile/SMS or PayPal. Cleeng keeps track of the premium content you register for or buy, so you can access it later on any of your devices. Note, Cleeng is not responsible for the organization of the event itself.

Please note: Except if specifically agreed with the organizer, Cleeng provides live support only in the following languages - English, Spanish, Dutch and French. You may send an inquiry in your language, however, Cleeng will answer in one of these above.