Please log in by entering your email and password that you used to create an account on our website prior to purchasing your Online Program.

Click on the drop-down menu under your name and select "My Programs". If your program hasn't expired, it will be accessible on your account pages under the "Active tab on your "My Programs" page. Our Online Programs currently expire after 90 days.

Currently, our Online Programs on the Kroll Roberts website are rental purchases good for 90 days and will be available within your library of purchased programs which you can access via your account page under the "My Programs" tab.

If you are experiencing streaming issues, there are a few simple actions you can take to improve the quality of your stream:

• Try clearing your cache and cookies, if you're unsure of how to do this take a quick look at the question and answer to "how to clear cache and cookies" below or refer to our FAQ question #4 in this series of questions.
  

• Try refreshing your page or see if you can access the video from another browser and/or device.
  

• Control your internet speed, do a speed test: (https://www.speedtest.net) For a reliable viewing experience at medium quality you need a minimum of 1.5Mb download Internet speed How to Clear cache and cookies:
  

You can use these instructions for Google Chrome:

1. On the top-right corner of Chrome, click the three-dot icon.

2. Click More tools and then click Clear browsing data.

3. We recommend changing the time range to All time.

4. Make sure all the boxes are checked, then click Clear Data.
   

If you're using a mobile phone or tablet, check out these other steps.

How to clear cache and cookies for an iOS device:

1. On your Home screen, go to Settings.

2. Scroll down and select Safari.

3. Tap Clear Cookies and Data.
   

How to clear cache and cookies for an Android device:

1. On your phone, open the Chrome app.

2. At the top-right, tap the three-dot icon.

3. Tap History.

4. Tap Clear Browsing Data.

5. Change the Time Range to All time and make sure the first 3 checkboxes are ticked.

6. Tap Clear Data.
   

Also see question #4 in our FAQ, "Why and How to Clear Cache & Cookies".

Sometimes your video stops playing or you can't access your account. One of the reasons for this odd behavior might be some bad data hung up in your browser's cache.

Before you submit a support ticket to us, try clearing your cache and cookies.

1. To clear browser's cache & cookies on PC/ laptop:

Internet Explorer

Safari

Chrome

Opera

You can also use hard fresh before you access the content again.

Windows: control+F5 MAC : ⌘+shift+R/ Command+ Shift+R

2. To clear the Safari cache and cookies for iOS device:

Tap Settings on the home screen.

Scroll down and select Safari.

Tap Clear Cookies and Data.

3. To clear the browser's cache and cookies for Android:

Open your Browser.

Tap the Menu button | Settings.

Tap Privacy & security.

Tap Clear cache and Clear all cookie data. Note: You may also want to tap Clear history to delete your browser navigation history and tap Clear form data to delete all saved form data.

Tap OK to proceed.

4. To clear the browser's cache and cookies for Windows phone:

Open your Internet Explorer.

Tap the ellipsis (...) at the bottom-right.

Scroll down and tap Settings.

Scroll down and tap Delete history.

Tap Delete to confirm.

You can access your Online Program by logging into your account on our website.

Once you have logged in, you will see your Online Programs purchase history. Click on the "View Program" link under the "Active" tab. When the Program page opens, you will see the program is divided up into steps, beginning with the Overview step, then the "Watch Video" step. Click on "Watch Video," then click the video play icon on the video box. Size the screen for viewing. Enter your email address at the prompt to stream the class.

Still Not Seeing Your Purchased Program?

If your paid content isn't appearing on your account page, please head to our contact page and select Contact our "tech support". On occasion, we have had issues processing some of our PayPal payments. Please bear with us as we work out the kinks with PayPal. If your PayPal payment was processed and you do not see your program appear in your account, please let us know asap so that we can be sure to give you access to your purchase.

If you feel you are eligible for a refund, please send us a request by filing out the tech support form on our contact page.

Note: Requesting a refund does not mean that it is automatically granted.

A viewer will be automatically granted a refund, 24-72 hours after the refund request was submitted, only in the following cases:

A viewer made double/multiple purchases using the same registration/login data.

The content was misleading – the description didn’t relate to actual content of the video.

Refund request must be submitted less than 48 hours after the event has finished in order to be reviewed.