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I made a purchase but I cannot access the content

Is your live event starting soon and you're having trouble accessing it? Here's are the things you can do on your end to get access:

     

OPTION 1: 

  • Find the receipt sent to you via email when you purchased your ticket. You'll notice a link to the event on the bottom part of the receipt. Simply click on it and log into the event with your credentials.

 

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Didn't receive an e-mail?

 

If you suspect you might have registered with a typo on your email address or a different email address you do not remember, you may contact our Cleeng Support team by submitting a ticket here.

 

Please include your first and last name, date and charge of the amount, and the last four of the card that was charged. This will help us locate the account associated with the charge and resolve the issue for you.

OPTION 2: 

  • You can access your event by logging into your Cleeng account. This account was automatically created when you purchased your event ticket—use the same email and password to log in via Cleeng.

Once you have logged in you will see your library with your purchase history. Click the event link and you will be able to stream the content without any issues.

 

If you have registered and purchased with the correct email, but still experiencing difficulties logging in, please try another browser or clear the cache and cookies of the browser you’ve been using. Here's an article you can visit with the instructions on how to do that, depending on the browser type and device that you're using: Why and how to clear cache and cookies?

 

NOTE: A broadcaster might decide to remove the content they were previously selling due to unforeseen circumstances. If you have any questions please contact the Cleeng Support Team via the submission form at the bottom of the page.

 

IMPORTANT: If you think the content should be available in your country but the error message says otherwise, please follow these steps:

  1. Get your IP address by searching it here.
  2. Once you gather your IP address, check your IP's location in this link.
  3. Check the country and see if it matches yours.
  4. If not, possible reasons maybe because it's a work laptop/computer (with an IP located in another country) OR you are using a VPN with an overseas IP.

How to resolve this?

We recommend for you to try using a different device. You may also contact your Internet Service Provider to correct the IP address suitable for your location. Once corrected, refresh your device and clear cache and cookies. After that, log back in and try again.

 

 

FOR SAFARI USERS

Recent Safari updates prevent certain features (such as pop-up windows) from properly working on various websites. Because of these limitations, our troubleshooting steps are limited especially if the web-browsing software is incompatible with Safari.

 

Luckily, there are some workarounds you can do if you encounter one of these issues.

 

  • Issue no.1 - Blocked pop-up with a checkout window (i.e. "nothing happens when I click 'Sign in/Sign up' button").

This problem usually occurs upon the first visit to a website when the user is trying to sign up or sign in to the checkout and purchase or access the content.

 

In these cases, as soon as you enter the website and attempt to log in, you should see a notification in the address bar about the pop-up window being blocked. To allow the browser to display it, click the small window-shaped icon next to the refresh button in order to authorize the cookie and allow the window to be displayed. After that, any subsequent login attempts will work normally as long as the cookie is stored in the browser’s cache.

 

In case your first login still does not give you access after allowing the pop-up window to appear, try reloading the page and re-logging with email and password.

 

  • Issue no.2 - Logging in does not give access to the purchased content (checkout window loops back to the "Get access" page).

This problem is related to the Safari cross-site policy, meaning that the browser recognizes that the content embedded on the website is hosted on a different domain, which conflicts with the way it handles web security. There are two ways to solve this problem:

  1. Logout and then login again with email and password.
  2. Disable Website tracking in Safari: go to Safari -> Preferences -> Privacy and un-check the box right next to the “Website tracking” setting.

 

Need further assistance? Please contact the Cleeng Customer Success Team by submitting a request here.

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