Troubleshooting

Troubleshooting tips for the new Sparkeo video player (Note: If you are using our old video player, scroll down for Troubleshooting tips):

1) I bought a course but am not able to watch it. What should I do?

Please do the following:

First of all, open up the webpage where you bought the video and locate the Sparkeo Video Player on the page.

Login in the player by entering your email along with your password and you are done.

2) I do this and it says: “Login Error. Email exists. Wrong password”. Now what?

In this case, it seems that you have forgotten your password.

The easiest thing to do then is to click on the forgot password link. It will open a window and ask you to enter your email address. You will then be sent an email with a new password. Once done, go back to the video player and enter the correct credentials.

3) I enter my email and password but still do not have accesse to the whole video. Please help!

First of all, be sure you bought the content. If you did, you will have received an email in your inbox notifying you of the purchase.

If you did not receive a notification email:

Either the transaction was not processed and you’ll need to buy the course and then attempt to watch it again (also see step 4 for more reasons why the transaction did not go through).

Or the other option is that you  registered with an invalid email address. Possibly by accidentally misspelling the email when registering. In this case, there is only one solution, to contact our support team at: contact@sparkeo.com. We will reset your email to the correct address so you can watch your video.

4) I did all this and still did not get access. What now?

It is possible that you paid with an echeck. In this case, the clearance can take anywhere from a few hours to a few days before the payment is processed. As soon as the payment is confirmed, you will get access to the video. Check your Paypal account to see whether this is what happened.

5) The password I received is complicated. I want to change it.

No problem. After logging in, click on where it says ‘Account’ on the top of the page and then click ‘Password’. Fill out the boxes, hit save, and you have successfully changed your password. You can log in anytime you want with your new password.

6) PayPal does not allow me to pay by credit card.

PayPal is a fantastic application but it can be nasty in some specific situations.

If you already performed a payment through PayPal using a credit card, an account was created linking to that credit card. From now on, you will need to log in to PayPal. There is no other way around. If you forgot your password, go to forgot password and enter your email. PayPal will send you an email. You will have to answer some security questions and then be able to change the password to a new one you will remember.

Another option is pay with another credit card that has never been linked to PayPal. But it is only a temporary situation since after this purchase, this new credit card will be linked to a new PayPal account and you will encounter the same problem in the next purchase.

Troubleshooting tips for the old Sparkeo video player (Note: If you are using our new video player, see troubleshooting tips above):

1) I bought a course but am not able to watch it. What should I do?

Please do the following:

First of all, open up the webpage where you bought the video and locate the Sparkeo video player on the page.

Check your email and look for the purchase confirmation email. This email contains your login information including a randomly attributed password. Copy the password.

Login in the video player by entering your email and the password you copied. That’s it. You can now view the video course. 

2) I did not receive an email with my password. How can I get one?

There are two options:

A) The email was sent to your spam folder. It happens sometimes. In this case, go check your spam for the email. If you find it, copy the password and follow the steps mentioned in step 1 above. 

b) You registered with an invalid email address. If you did not find the email in your inbox or in your spam folder, most chances are the email was accidentally misspelled while you registered. In this case, there is only one solution, contact our support team at: contact@sparkeo.com. We will reset your email to the correct address so you can proceed and watch your video.

3) I did all this and still did not get access. What now?

It is possible that you paid with an echeck. In this case, the clearance can take any where from a few hours to a few days before the payment is processed. As soon as the payment is confirmed, you will get access to the video. Check your PayPal account to see if this is what happened.

4) The password I received is complicated. I want to change.

No problem. Go to the following link: http://old.sparkeo.com/user/password. Enter your email and you will be able to reset your password. It will take less than a few minutes and you are good. You can log in anytime you want with your new password.

5) PayPal does not allow me to pay by credit card.

PayPal is a fantastic application but it can be nasty in some specific situations.

If you already performed a payment through PayPal using a credit card, an account was created linking to that credit card. From now on, you will need to log in to PayPal. There is no other way around. If you forgot your password, go to forgot password and enter your email. PayPal will send you an email. You will have to answer some security questions and then be able to change the password to a new one you will remember.

Another option is pay with another credit card that has never been linked to PayPal. But it is only a temporary situation since after this purchase, this new credit card will be linked to a new PayPal account and you will encounter the same problem in the next purchase.