Q: How do I watch Venice?

A: The premiere episode of VENICE is available free of charge on YouTube. If you enjoy it and would like to subscribe to the whole season, please click the WATCH VENICE tab in the menu bar and purchase a season subscription. Please note that subscriptions are NON-REFUNDABLE.

Q: I don’t have a Paypal account. Can I pay by a regular credit card?

A: Yes. Just click the Paypal button and you will see the option to pay with a credit card.

Q: PayPal charged me $1 (or some other small amount). Why?

A: New PayPal accounts often need to be verified. To do this, PayPal will charge a nominal amount (e.g. $1) to your bank account, then later credit that same amount. This will not affect your account or your Venice The Series login in any way.

Q: I’ve subscribed and gotten a confirmation email from Paypal, now what?

A: Click the WATCH VENICE tab in the menu bar. You should see your Premium Content.

Q: I’ve subscribed but when I click WATCH VENICE, it sends me back to the subscription page. There is no history of my subscription.

A: Paypal may have a delay in processing your payment. Please wait 24 hours as it will not create a subscription until the transaction goes through. If you still cannot access your Premium content, please send an email with your Venice UserID and Paypal receipt to admin@venicetheseries.com. We will work to resolve your issue as soon as possible!

PLEASE NOTE: In several instances we have discovered that subscribers have more than one Venice login, and have paid with one account but tried to login and view content with a different account. Please verify that you have checked all possible accounts for your viewing access. It is also highly recommended that you eliminate all duplicate accounts to avoid future confusion.

Q: I’ve paid for my subscription and I’m logged in, but I keep getting a “Server Error in ‘/’ Application” Message. What do I do?

A: This is a known issue that we’ve worked hard to resolve. Some systems, however, may have cached information so be sure to logout, and clear your cache before logging back in. If you still have a problem, send an email to admin@venicetheseries.com and we’ll take a closer look. (In the meantime, you might try to view the show through a different browser so you don’t miss anything!)

To clear your cache, do a quick Google search with your browser name (IE, Firefox, Safari, AOL, Chrome, etc.) and the words “how to clear cache” and follow the instructions.

Q: Why does my playback quality vary?

A: The bit rate for playback is set in the player automatically based on your internet speed. If your internet speed (which is generally based on the traffic through your ISP when you watch, not necessarily what your modem can handle) is slower, the bit rate is lower to prevent buffering. In other words, the bit rate is based on what your connection can handle at the time you’re viewing.

Q: Will Venice have closed captions and subtitles for subscribers?

A: We are working on this feature. We will let you know when it is available.

Q: Can I purchase a subscription and watch Venice The Series on my mobile device (phone, iPad, etc.)?

A: Not yet…but Team Venice is working on this particular issue as diligently as we can. We’ll keep you updated.

Q: I cannot access my user profile or V Community!

A: Please contact our Site Admin for a password reset.

Q: I’ve lost my password. How do I get a new one?

A: We’re working on the “Forgot password?” function to get it working correctly. In the meantime, send an email to admin@venicetheseries.com with your username and we’ll reset your password and send you a new one. Make sure that after you log in, you change your password to something more secure.

Q: I purchased items in the V Shop and have not received them or received a partial order.

A: Some of our custom V Shop items have been on back order. They will be shipped to you as soon as possible. You are always welcome to send an email to vshop@venicetheseries.com to check on your order status.

Q: I need technical support for an issue that’s not covered by your FAQ. What do I do?

A: Send an email explaining your problem to admin@venicetheseries.com and make sure to include the following information:

Username
Operating System and version number (Windows XP, Vista, Windows 7, Mac OS X Snow Leopard etc.)
Browser (Internet Explorer 7, Firefox 3.6.10, Safari 5, etc.)
Location (City, State, Country)
Internet connection (DSL, LAN, cable, wireless, satellite, etc.)
Approximate time problem occurred
Description of the problem Error message text (and screenshot if possible)

We’ll get back to you as soon as possible to get you up and running.