QUESTIONS?
How does ETN work?
  • How does the ETN FREE trial work?

    In order to activate a free trial, users must register for an account on ETNLIVE.com or by downloading the App through the App Store. Monthly Access will receive a 7-day free trial. Annual Access will receive a 30-day free trial. Cancel anytime.

  • How does ETN billing work?

    Once access is granted, accounts will be billed once their free trial period has expired. Monthly Access will be billed according to the terms of the package purchased on same date each month. Annual Access will be billed once per year.

  • How many devices can I watch ETN on at the same time?

    Users will be able to login and access ETN with their valid subscription on one device at any given time . Connected devices can be managed through the Member Account page.

  • Where is ETN available?

    ETN is available anywhere with an internet connection worldwide. Users can access ETNLIVE.com or download the App from the App Store.

  • How do I watch ETN on my mobile device?

    To watch ETN on your mobile device, download the ETN App from the App Store. Once downloaded, follow the prompts to log-in for current accounts or request access for new accounts.

  • How do I watch ETN on my computer?

    To watch ETN on your computer, please visit ETNLIVE.com and either request access or sign-in with an active account.

  • What devices is ETN available on?

    Access to ETN is available on desktop, as well as iOS devices such as the iPhone and iPad.

  • What content can I watch with my ETN Access?

    Active accounts can view all content including all video on demand, live content, and shows.

  • How come I can't watch shows on ETNLIVE.com on my phone?

    You can access ETNLIVE.com on your mobile device, but you will be prompted to download the App. For a supreme viewing experience on your mobile device, the App is where it is at.

  • Do I need to have Access to see all of the shows?

    ETN accounts have access to all shows on ETN. On a limited basis, ETN will offer free shows that are accessible to all visitors to check out, even those without paid access.

  • What is a Free Trial?

    ETN offers a free trial period for new accounts. Request a free trial to receive instant access to ETN's catalog of shows. You will not be charged during your free trial and you can cancel anytime. If you continue using ETN after your free trial ends, you will be billed per the membership access that you purchase.

Account & Billing
  • Recurring Billing

    Monthly ETN Access is offered at $7.99 USD, recurring monthly. Account will be charged for renewal within 24-hours prior to the end of the current billing period at $7.99 USD. Annual ETN Access is offered at $79.99 USD, recurring yearly. Account will be charged for renewal within 24-hours prior to the end of the current billing period at $79.99 USD. Subscription automatically renews unless subscription is cancelled at least 24-hours before the end of the current billing period. Payment will be charged to iTunes Account at confirmation of purchase. Any cancellation elected during an active subscription period will not be effective until after the conclusion of the then-current subscription period. You can manage your subscription after purchase by accessing your iTunes account.

  • I am having issues signing into my ETN account. What do I do?

    First, try checking your login credentials. If you forgot your password, click on the Login link in the top right navigation and click on the Forgot Password link. You will receive a password reset email to the email account you registered with. If you don't remember the email address you registered with or no longer have access to it, please contact customer service. For accounts that were granted access through App Store billing, please check to ensure that your access is still active by going into your Settings on your device.

  • How do I cancel my account on the website?

    We hate to see you go, but if you need to cancel your access, all you need to do is click the Cancel button found in the Packages section on the Your Account page and follow the prompts.

  • How can I verify that I am being billed through iTunes?

    Go to support.apple.com to verify and manage your subscriptions.

  • I want back in. How do I restart my ETN access?

    If your account is inactive and you'd like to gain access again, login to your account on ETNLIVE.com. Once logged-in, you will be prompted to pick either Monthly Access or Annual Access. Complete the steps and access will be granted. If you want access through the App Store, re-download the ETN App and follow the steps to gain access.

  • I forgot my ETN login or password.

    If you forgot your password, please click on the Login button in the top right navigation and click on the Forgot Password link. You will receive a password reset email to the email account you registered with. If you don't remember the email address you registered with or no longer have access to it, please contact customer service. For accounts that were granted access through App Store billing, please check to ensure that your access is still active by going into your device Settings.

  • How do I pay for my ETN access?

    If requesting access through ETNLIVE.com, you can pay with Visa, Mastercard, American Express, Discover, or Paypal. If requesting access through the mobile application, your payment method will be that of which is associated with your iTunes account. Currency currently accepted on ETNLIVE.com: US Dollar, Euro, English Pound, Canadian Dollar, and Brazilian Real.

  • Can I use Paypal to pay for ETN?

    Yes, you can use Paypal to purchase access through ETNLIVE.com on desktop.

  • How does ETN charge my account?

    ETN is offered as either a Monthly or Annual access. For Monthly Access, ETN will charge you each month on the date you requested access after your Free Trial expires. If your billing date is scheduled for a date that does not occur in a given month, you'll be billed on the last day of that month instead. Monthly charges are billed at the beginning of your billing cycle and may take a few days after the billing date to appear on your account. Annual members will be billed one time after their Free Trial ends. ETN only charges the subscription fee. Some financial institutions add additional transaction fees for foreign transactions. These fees are charged by your bank, so if you have questions, please contact your bank or credit card directly.

  • How do I upgrade my ETN access from Monthly Access to Annual if I am being billed through iTunes?

    If you want to change your ETN access and are currently billed through iTunes, access your iTunes account and follow the steps below.
    1. Open the iTunes store app.
    2. Scroll to the bottom and select Apple ID.
    3. After selecting Apple ID, there will be a prompt asking you to Sign In.
    4. Once signed in, select Subscriptions on the Account Settings page.
    5. Select ETN App.
    6. Select the plan you would like to change to.
    7. A dialog box will open asking you to confirm your selection. Select Confirm.
    8. You may also be asked to sign in to iTunes again.
    9. Your account will display your new plan.

  • How do I cancel App Store billing for ETN?

    To cancel your iTunes billing for ETN, open iTunes on your Apple mobile device or computer and follow the steps. (Note: Per Apple's cancellation policy, your access might renew if you don't turn off Automatic Renewal more than 24 hours before your renewal date.)

  • How do I enter a promotional code?

    To enter a promotional code via ETNLIVE.com, click on the "Request Access" button in the top navigation. Follow the steps to create an account. Once on the payment page, enter your promotional code in the section labeled "Promo Code". To redeem a promo code thru the App, follow directions for the App Store.

  • How do I update my billing information?

    To update your billing information, visit ETNLIVE.com and login using your account credentials. Visit the My Account section by clicking on your name in the top right corner of the site navigation. Once you are on the My Account page, scroll down to the section labeled Billing and Payment Information. Click on the "edit" link to update your billing details. If you purchased your membership through the iTunes App Store, please access your App Store account to update your billing information.

  • I am seeing charges from ETN that I did not authorize.

    If you suspect someone is paying for ETN acccess with your payment information without your consent, or if you do not recognize charges coming from ETN, please contact customer service immediately help@etnlive.com. At ETN we take fraud, identity theft and other unauthorized access very seriously.

  • How is my billing date determined?

    Your billing date corresponds to the day you signed up for your ETN access. If you received a free trial, your billing date corresponds to the date that your free trial ends. If your billing date is scheduled for a date that does not occur in every month (ie. the 31st), you will be billed on the last day of that month instead. Monthly Access charges are billed at the beginning of your billing cycle and can take several days to appear on your account. Your billing date cannot be changed. The only way way to change your biling date is to cancel your access and restart it on the date you'd prefer to be billed.

Troubleshooting
  • Why am I having issues with my video quality?

    ETN uses adaptive bitrate streaming technology to deliver video to your device without the need to buffer. The quality of the video is dependent upon your Internet connection speed. Slower speeds will result in lower quality video playback. Please ensure that other bandwidth-intensive applications are closed on your device. If viewing ETN within your Internet browser, please try restarting your browser and try again.

  • Videos start and stop repeatedly.

    Please check your Internet connection speed. For smooth video playback, a broadband connection is recommended. We recommend closing other bandwidth-intensive applications on your device or on your network while viewing videos on ETN.

  • I can login to my account but am unable to watch videos.

    If you're able to login to ETNLIVE.com or the ETN App, but are not able to watch videos, please check to ensure that you have a valid membership. If your membership has been cancelled, you will still be able to login to your account, but will need to select a new membership package before being able to watch videos.

  • How fast does my Internet need to be?

    Below are the Internet download speed recommendations per stream for watching content on ETN.
      1.5 Megabits per second - Recommended broadband connection speed.
      3.0 Megabits per second - Recommended for 420p quality.
      5.0 Megabits per second - Recommended for 720p quality.
    HD Video Quality.
    Video content that is available in high definition will play in 720p or better with a fast enough Internet connection.
    Bandwidth Usage.
    Please Note: Higher quality video uses more bandwidth than lower quality video. For mobile devices, please check with your carrier agreement for potential data overage charges. ETN is not responsible for any data fees.

Can't find your question? Need additional help? Please email help@etnlive.com.
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