Frequently Asked Questions

How do I contact support?

Please visit our support portal to contact us and we will do our absolute best to resolve any issues you may be having.

Which mobile devices are supported?

Android and IOS (iPhone/iPad/iPod). Some older Android devices may not work.

How many times can I watch an episode?

You can stream it as many times as you wish.

What is the video quality of the streams?

The playback quality varies based on the speed of your connection, ranging from low res standard def all the way to full 1080p HD. 1080p typically requires a connection with download speeds of at least 6-10mbps. Since your connection speed will vary during playback we can't guarantee a certain playback quality without interruptions. If your internet connection is too slow for full 1080p streaming consider just downloading the full HD file.

I get the error "Access to this media is forbidden" while trying play an episode on my computer

Make sure you have the latest version of Flash installed http://get.adobe.com/flashplayer/

What format is the HD Download available in?

The downloads are available in MP4 (H.264/AAC), we provide 480p (ideal for mobile devices) and 1080p.

Do the downloads contain DRM (Digital Rights Management)?

No, they are proudly DRM-free.

I signed up with Facebook/Twitter/Google/etc, where do I create a password for authenticating with external devices like the Roku channel?

Creating a new password is the same as if you would have forgot it, you'll only need to remember the email address associated that was associated with your Facebook or Google account at the time of creation and in the case of Twitter the email address you provided when you logged in via Twitter the first time. If you are unsure of what email address you used, it can be viewed in the top-right corner of the screen any time you are logged in. Adding a password to your account does not affect your ability to continue using social logins. Keep in mind that you will only be able to access the forgot password page, if you are signed-out.

Where can I access my gift purchases?

You can view and manage your gifts from the Gifts area which can be accessed from your Account Home

Do you issue refunds or credits?

Due to the nature of the service we can not issue refunds or credits, please make sure you understand what you are purchasing and read the terms and conditions carefully.

What payment methods do you support?

Currently we support Visa, MasterCard, American Express, Discover, JCB, and Diners Club cards.

Do you accept currencies other than USD?

Yes, your card's issuing bank will covert the amount to your local currency using their exchange rates.

How will the charge appear on my credit card or bank statements

It should have the text "TVNWEATHER.COM" in the description, however while the charge is in a pending state it may display in your online acount as STRIPE.COM.

If I choose to store my card with you is it secure?

Your card actually isn't stored with TVNweather nor is it even transmitted through our servers and no personal have access to your card. Your card information is stored with Stripe who is a PCI/DSS Level 1 Service Provider, the highest level of compliance. We only store the last four digits, card type, and expiration date for display in our application.

Do you have a privacy policy?

The privacy policy is located here. We never share you personal information with any third party and we take all necessary measures to protect and secure your personnel information, including encrypting your password with irreversable encryption. All payment information is handled by a secure and top rated provider using tokenization so that no credit card information is ever sent to our servers. TVN Weather personel do not have access to credit card or any other sensitive payment data.