FAQ

Frequently Asked Questions

BILLING AND ACCOUNT QUESTIONS

Why haven’t I received an Order Confirmation email?

Once you have placed an order, you will automatically be sent an Order Confirmation email from Swing Patrol Home Sessions, to your nominated email address. Be sure to check your spam/junk folder, and other mail tabs (eg. Promotions) as it may have been filtered there.

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 My Account 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 My Account from the top navigation menu. Select Billing and update your billing information.

How do I know when my next payment is due?

Once signed into your account, you can view your billing information by clicking My Account from the top navigation menu. Select Billing to view your current plan, next payment date and payment history. Each month, you will receive a Subscription Renewal Notice email from Swing Patrol Home Sessions, advising you that your subscription will be automatically renewed in 3 days.

How long does my subscription last / how long do I keep paying?

Your subscription will continue in effect unless and until you cancel your subscription or we terminate it. You must cancel your payment plan according to the terms of that specific plan (eg. Monthly Subscription) prior to the next charge in order to avoid billing. 

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account 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.

Can I get a refund?

Subscriptions can be cancelled online at any time, after which no further payments will be taken. However, there is typically no refund available on a subscription payment that has already been made. 

My credit card is being declined.  Why is that?

Many 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

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. We 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 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!

Can I watch videos offline?

No, you will need to stream them on an internet-connected device. Videos cannot be downloaded.

Can I watch videos from outside of Australia?

Yes, the online video platform, Uscreen, uses servers from all over the world so that viewers can access videos from all over the world. 

Which browsers are supported?

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

DANCING QUESTIONS

What do I need to do to prepare for dancing?

To get the most out of the learning available in Swing Patrol Home Sessions, you will want sufficient clear space to dance, and footwear appropriate to dance safely (doing swivels in grippy shoes is risky, dancing fast in socks can be dangerous!)
As always, avoid these activities if you have, or suspect you may have any current health concerns, injuries, aches, pains etc.

Who are the videos suitable for?

Video content will be suitable for swing dancers at an experienced beginner or intermediate level. Some topics (Balboa, Shag, Peabody, Tap) will start from scratch, but the lindy hop content will assume a basic knowledge of 6-beat, 8-beat and charleston rhythms.