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Customer Service

Please check the sections below for help with common issues.

If you have a problem that you cannot resolve, send an e-mail to feedback@boundupboys.com

Please make sure to include your username and password. If you have a question about your membership or billing, also include your transaction number or the email address you used when joining, so we can look you up. You must provide your username and password for us to offer assistance.

MEMBERSHIP

I’m getting the message “Invalid login credentials provided.”

You have been blocked by our Strong Box security system for one of three reasons:

  1. You typed in the wrong username and password 17 times in 3 hours.
    How to solve the problem:
    • Wait three hours; the system will automatically unblock you.
    • Make sure you have the correct username and password; it they aren’t working, don’t enter them over and over. See
      “I forgot my username or password” below for quick and easy instructions on how to retrieve your correct username and password.
    • Remember, your username and password are case sensitive.
    • Re-enter both if the remembered username and password stored by your computer or browser does not work.
  2. You logged in and out of a site too many times.
    How to solve the problem:
    • Wait three hours; the system will automatically unblock you.
    • Try to stay logged in instead of closing the site and reopening it repeatedly.
    • If after three hours you cannot log in, email us with your username and password and we’ll manually unblock you.
  3. Your username and password has been shared and are being used by several other IP addresses at the same time.
    How to solve the problem:
    • Email us and request a new username and password. Make sure to include your current username and password or we cannot help you.
    • Do not share your username and password or you will be blocked again. Even sharing it with one person will result in your being blocked.
I forgot my user name or password.

To retrieve your user name or password, click here.

I’m being asked to re-login over and over.

Please make sure you have “enabled cookies” on your PC or mobile device, using preferences for your browser or device. In Chrome, for example, click “Chrome” in the browser menu (upper left of your screen), then click “Show advanced settings,” then click the “Content settings” button under “Privacy,” then select “Allow local data to be set” under “Cookies.” To learn how to enable cookies on other browsers or devices, Google search for “How to enable cookies on [your device or browser name] and you’ll be given similar instructions.

How do I cancel my membership?

To cancel your membership, click here.

How do I change my credit card information?

To change your credit card information, click here.

WATCHING VIDEOS

Streaming Video

To play the videos in most browsers, simply click on the size and and quality of the video you want to play and it will open and play right in your browser. Our videos come in three sizes:

  • Mobile: 640 x 360 pixels
  • Tablet: 960 x 540 pixels
  • Full HD: 1280 x 720 pixels
Downloading Video

We recommend downloading the videos and playing them on your computer. That way you can keep them forever and play them even if you end your membership. Simply right-click the link you wish to download and select “save file as” or “download linked file as” or similar option. Allow the movie file to fully download to your computer and then open with Quicktime. Don’t click on it while it is downloading; it might become corrupted. If you are having trouble playing a movie by simply clicking it, follow the Downloading Video instructions above. (Some computers won’t stream some of our older files and must be right-clicked and downloaded to play.)

Mobile Devices

Click on the SMALL link for most phones or the MEDIUM link for tablets and the video should stream to your device or you can download it, if your mobile device allows downloads.

Media Players

We present our videos as QuickTime MP4 files which are encoded using the best compression technology available, to provide incredible video and audio quality. These files will play using most media players. For best result we recommend the latest version of QuickTime Player, which is available as a free download for both Apple and Windows machines. If you are having trouble playing videos, click the link in the previous sentence and download the latest version of QuickTime, free.

Trouble playing video

If you are having trouble playing a video you have downloaded, it may have gotten corrupted during download, which can happen on its own or if you attempt to play the video file before it has completely downloaded. Drag the file into your trash and then empty the trash, to remove all traces of corruption and to prevent your player from attempting to open the file again. It is important to empty the trash after dragging in corrupted files. Then re-download the file and wait until it is completely downloaded before clicking it.

Browsers

This website has been tested for all major web browsers on Windows and Mac machines and they all work. For best results, we recommend Chrome, especially if you like using the Watch Now function. Chrome will immediately stream the video as it downloads. Safari and Internet Explorer do the same, but sometimes not as smoothly. Firefox is slower, since it will wait to download the entire video before playing.


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