here! Online: Frequently Asked Questions

Product Overview

What content is available via the here! video service?

Do I have to purchase the entire here! Subscription package or can I just purchase individual items?

How do I purchase a video?

How can I learn about other here! products and services?

Technical Issues

System Requirements

Can I use other media players like QuickTime, RealPlayer, etc?

Can I use dial-up Internet access?

Can I save Streaming content on my computer?

Feel free to email us for any technical support you might need. You can also contact our technical support line at 212-920-2890 with any questions regarding your account. We are available Mon - Fri, 10am - 6:00pm Eastern Time.

Account & Billing

What forms of payment do you accept?

How will charges appear on my credit card?

What can I do if my credit card is declined and I think it’s a mistake?

What if I want a refund for a webcast product or package?

What if I want a refund for a recurring subscription?

How do I cancel a recurring subscription?

How can I retrieve my password if I forget it?

How can I change my password?

How can I change my email address?

How can I change my credit card details on file for future purchases?

Product Overview

What content is available via the here! video service?

The here! Online Subscription Player gives you full-length, unlimited access to here!'s currently scheduled programming which includes award-winning features and specials as well as here! Original films and series.

Do I have to purchase the entire here! Subscription package or can I just purchase individual items?

The programs on the here! Online Subscription Player are only available by monthly subscription. You cannot purchase features individually. However, by paying one low price per month, you have unlimited access to all of the here! titles available for download.

How do I purchase a video?

To purchase here! videos, you will have to sign up for a subscription. Our service does not offer a pay per view video. Please make sure that your computer and Internet connection meet our minimum system requirements listed in the Technical Issues FAQ before you make your purchase so that you have the best experience possible. We don’t offer refunds if you purchase our content and later realize your computer does not meet our system requirements.

How can I learn about other here! products and services?

To learn more about here!, please visit our website at www.heretv.com or contact us at info@heretv.com

Technical Issues

System Requirements

A broadband Internet connection (DSL, cable, etc.) is recommended
The most recent version of your browser (IE 6 is not supported)
FlashPlayer 10

Can I use other media players like QuickTime, RealPlayer, etc?

No, here! online titles may only be viewed within our premium streaming player.

Can I use dial-up Internet access?

A dial-up connection is not recommended.

Can I save Streaming content on my computer?

No, our content is only delivered as a streaming media file and does not allow for saving the file to your computer. Additionally, we use Digital Rights Management (DRM) to protect our content from unauthorized distribution and viewing.

Account & Billing

What forms of payment do you accept?

We accept payments made via our website using Visa, MasterCard, Discover or American Express. We cannot accept payments via PayPal, check, money order, by mail or phone, or in any other form.

How will charges appear on my credit card?

Our charges will appear as ”Here Subscriptions (212)920-2890”. You may also see a temporary “authorization hold” of the amount of your subscription for each time you clicked the “Buy” button, even if the charge was declined. Temporary authorization holds on funds will be removed automatically by your bank after several days. Unfortunately, we cannot assist you in getting these holds on your funds removed sooner.

What can I do if my credit card is declined and I think it’s a mistake?

We use a third party credit card verification company to authorize all credit card transactions. If a credit card is declined, we do not know the reason nor can we assist you further with getting it approved. For international cardholders, the declines are often due to problems matching up international addresses with credit card billing records. We suggest that you try to enter the credit card information again exactly as it appears on your credit card bill or try to use another card if possible. Unfortunately, we cannot assist you further with this if the system does not approve your purchase. You are welcome to try to use another credit card.

What if I want a refund for a webcast product or package?

If you have technical problems we encourage you to first contact our support staff to help you fix them via email at: videosupport@heretv.com. Please see the “How do I contact your support staff?” question under the “Getting Further Support Section” of this FAQ for further assistance.
Our refund policy is similar to the refund policy when purchasing any piece of software or other media like a CD or DVD at a store: there are no refunds once you open the package. Therefore, our refund policy is as follows:

For “on demand” webcast products: No refunds

What if I want a refund for a recurring subscription?

You can cancel your here! Online Subscription at any time, however we do not offer refunds for a month that has already purchased. If you choose to cancel this service, your current subscription will end after your 30 day billing cycle is complete.

How do I cancel a recurring subscription?

Login to your account. Under the My Account tab, click on cancel account. You will receive an email when the account had been cancelled.

How can I retrieve my password if I forget it?

If you forget your password, click on the login link at the top of the page, enter your email address in the Email field and then click the “Forgot your password?” link. An email will be sent to your registered email address containing a link to change your password. If you have a spam filter running (often enabled by default on AOL, Hotmail, EarthLink and Yahoo), please check your "spam", “bulk”, or “junk” mail folder if the email does not arrive.

How can I change my password?

How can I change my email address?

How can I change my credit card details on file for future purchases?

No, currently the only way to update or change your credit card information is cancel your account under the My Account tab and create a new subscription