Help

Camera feed not working? Please check our system and camera outage page .

BILLING AND ACCOUNT QUESTIONS

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

 

How do I change my password?

Once signed into your account, you can change your password by clicking Dashboard from the top navigation menu. Select Password and update your password.

 

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking Dashboard from the top navigation menu. Select Billing and update your billing information.

 

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.


Where do I manage my subscription if bought on TV?

If you purchased a subscription through one of our TV apps or channels, your subscription is managed by that provider e.g. Roku, Apple or Amazon (for Fire TV) and is not accessible from the Dashboard on this site. Please consult the help pages linked below :

Manage or cancel a Roku subscription

Manage subscriptions on Apple TV

Manage subscriptions on Fire TV


My credit card is being declined.  Why is that?

Check that your card is still valid e.g. not replaced or expired since you purchased subscription. If you need to update your credit card details, click Dashboard from the top navigation menu.

Note that some credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore may be denied.

 

PLAYBACK QUESTIONS

How do I watch on Roku? 

On your Roku device, select "Search" from the main menu and enter "PTZtv". Select "PTZtv One" from the results and then follow instructions to install our channel.

Alternatively, use a browser to go to our page in the Roku Channel Store and install from there.

Once installed, you can sign-in with your PTZtv One credentials and use a subscription purchased on this website ... or purchase one from within the channel itself.

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. Run a speed test. We also recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

 

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your Apple device and click the AirPlay icon in the bottom left corner.

 

Can I watch videos on my TV without using an app?

Yes. By connecting your PC or laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

 

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

 

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browsers released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.

Need more help?

Contact us