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  • When I purchase an Online Program, how do I access it after viewing it once?"
    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.
  • Can I download your streaming content?
    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.
  • I'm having trouble getting my video to stream.
    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: ( 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: On the top-right corner of Chrome, click the three-dot icon. Click More tools and then click Clear browsing data. We recommend changing the time range to All time. 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: On your Home screen, go to Settings. Scroll down and select Safari. Tap Clear Cookies and Data. How to clear cache and cookies for an Android device: On your phone, open the Chrome app. At the top-right, tap the three-dot icon. Tap History. Tap Clear Browsing Data. Change the Time Range to All time and make sure the first 3 checkboxes are ticked. Tap Clear Data. Also see question #4 in our FAQ, "Why and How to Clear Cache & Cookies".
  • Why and how to clear cache and cookies when videos aren't playing properly.
    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.
  • I made a purchase but I can't access the content.
    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.
  • How do I request a refund?
    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.
  • Trouble Logging In to the Website
    If you are getting a "Wrong Email or Password" error message. You may be entering a different password that you signed up with. In this case, select the "Forgot Password" link. Enter your email address at the prompt. And click "Reset Password". If you are getting the error message: "This email doesn't match any account," that means you've never actually created an account on our website using the email address you're using to log in. Perhaps you've logged in before using another email address. (In the past, one was able to purchase Online Courses and Products from our website without actually having to create a site member account.) To resolve: Try logging in again, but select "Sign Up" and create your site member account. Still having trouble? Please contact our tech support. Fill out our tech support message box on our contact page for assistance.
  • Do I need to Create a Member Login In to Purchase or Sign Up for an Online Program on your Website?
    You do not need a login account if you only plan to shop from our web shop that displays physical goods. However, when purchasing an Online Program, you will be prompted to create an account or log in to your existing account on Kroll Roberts Studio. Within your account pages, your purchases will appear, and you will then be able to access your Online Programs for the duration of your rental period. Click Member Log In in the top right corner of the webpage header. Select, "Sign Up", where it says, "New to This Site". Please use the same email address you used when purchasing Online Workshops and Products from our website. When you return to the Kroll Roberts Studio Website again, log in using the same email address you used to create your account. Click on the 'arrow' by your name for the drop-down menu of choices to view selections on your account page.
  • Where do I find information about the Online Course I signed up for?
    We currently aren't offering Live Online Courses via our website. Information about our Live Online Classes can be found at Blackridge Artists' School here
  • Can I download the streaming videos from the Live Workshop?
    Information about streaming our Live Online Classes can be found at Blackridge Artists' School here
  • Is the Private Facebook Page I was invited to permanent or just for the workshop I attended?
    We have TWO different Facebook Group Pages. One is specifically designed for posting homework assignments (for some of our online workshop offerings) and is only up during the course of the workshop, and the other is Ongoing, meant for the continuation of the discussion of the ongoing workshops given by the instructor. The later Facebook page is intended for sharing our progress and keeping the conversation going. Your instructor will visit as time permits, but critiques in the ongoing Facebook group page are not part of the package. You'll need to sign up for another workshop for more critiques outside of class.
  • I'm currently registered for an Online Workshop that's in progress. Where can I view the recordings of the classes?
    For students who are currently enrolled in an Online Class Series or Workshop, watch your email for links being sent of each class recording as they become available. More information about our Live Online Classes can be found at Blackridge Artists' School here
  • How do I enable 3rd Party Cookies on my Browser?
    Cookies play an important role in our browsing experience. Without them, using the web would be a much more frustrating experience and many sites would be hard to navigate and operate. So, below are step by step instructions on how to enable the 3rd party cookies on your web browser: Google Chrome Windows user - Click the Chrome menu and select Settings. (Mac user - choose Chrome > Preferences). Near the bottom of the page, click Show advanced settings... In the "Privacy" section, click Content settings, then to cookies. In the cookies page, make sure the slider is off to Block the 3rd party cookies. Close and reload the browser. Mozilla Firefox Windows user - Click on the Tools menu, and then select Options. (Mac user - choose Firefox > Preferences). Select the Privacy & Security panel. Under Cookies and site data, set the checkbox to Accept cookies and site data from websites. Note: Make sure that 'Accept third party cookies and site data' is been set to “Always”. Close and reload the browser. Safari Choose Safari > Preferences, and then click Privacy. In the "cookies and website data:" section, uncheck the box to allow all the cookies. Close and reload the browser. Internet Explorer Click the Tools button, and then click Internet Options. Click the Privacy tab. Under Settings, go to Advanced Settings. Then click on accept radio button at First Party and Third Party Cookies. Click Ok to close the settings and reopen the browser. Microsoft Edge Click on the 3 horizontal dots on the top right corner and then click Internet Options. Then drag nearly the bottom and go to Advanced Settings. Under the Privacy Section, drag down until you find a text box which has 3 options to Allow/Block the cookies. Choose “Don’t block cookies”. Close and reopen the browser. Safari on IOS Click on the Settings icon and locate safari. Click on Safari and go to the nearly bottom for Privacy & Security section. And make sure that Block all cookies are not enabled Close and reopen the browser. Chrome on Android Click the three vertical dots on the top right corner in the Chrome and select Settings. Find the advanced section and go to Site settings. Inside the site settings, click on cookies and tick the “Allow 3rd party cookies” checkbox. Close and reload the browser.
  • All I see is a black box when I open your video link
    For Google Chrome Users: Try disabling hardware acceleration in Chrome’s Advanced Settings. You can get to Settings from the options menu or just type: chrome://settings in the address bar in your browser window and hit Enter. Next, scroll down near the bottom and under the System section, turn off “Use hardware acceleration when available” and relaunch Chrome. Then click on the video link again and see if it works. If you continue to experience issues, please contact us via our contact page.
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