Frequently Asked Questions

CUSTOMER SERVICE

What are your customer service hours?

Our regular customer service hours are 8:00 AM – 4:30 PM CST Monday through Sunday. We are closed to observe major US & UK holidays.

CONTACT CUSTOMER SERVICE

For questions about our website, our products, or your subscription, please email info@skillshack.co.uk.

ACCESSING PREMIUM MEMBERSHIP ACCOUNTS

Do I have to join to view the videos?

The video site contains both free and premium content. You do not need to be a paid member to view the free videos on the website. You do need to be a Premium Member if you want to view the premium videos. If you are a Premium Member, log in to the website to view the premium videos.

How do I access my Premium Membership account?

On the home page (skillshack.co.uk) click the log in button at the top right hand side of the page.

How do I reset my password?

Go into the log in page and select “Lost Your Password?” Enter your username or email address and select “Reset Password.” If you are logged in to your account, you can change your password by going to your “My Account” page.

I forgot my username; can I have it sent to me?

If you forgot your username, you can also log into the site using the email address you used when you signed up for your membership. If you forgot both, email customer service at info@skillshack.co.uk and we’ll send you your username.

MEMBERSHIP INFORMATION

How do I pay for my Premium Membership?

Annual Membership: Your annual membership lasts for a one year period starting on the day you register and pay for your Premium Membership.

Quarterly Membership: Your quarterly membership lasts for a 90 day period starting on the day you register and pay for your Premium Membership.

Your paid quarterly or annual membership will automatically renew using the credit card we have on file, at the then-current rates. Quarterly and Annual memberships will be charged approximately 10 days prior to the end of your current term. We do this to ensure uninterrupted access to your membership benefits and renewals are applied to the end of the current term. Your credit card statement will list your membership as PP* Skill Shack. You can reach customer service by email at info@skillshack.co.uk should you choose to remove your membership from automatic renewal.

You may cancel your membership at any time. Cancellation in the first 30 days of your quarterly or annual membership will result in a full refund. Cancellation after 30 days will result in a prorated refund.

How long can I access the video content?

An Annual paid Premium Membership allows you to view all of the premium video content for one year from the start of your membership. The Quarterly paid Premium Membership allows you to view all of the premium videos for 90 days.

How do I cancel my membership?

We are confident you will enjoy your Premium Membership. If for any reason you want to cancel auto renewal please contact us by email at info@skillshack.co.uk or you can go directly to your account online. You will continue to have access to Skill Shack through the remainder of your current term.

If for any reason you are not completely satisfied within the first 30 days of your paid Annual Membership, we will refund 100% of your membership fee no questions asked. After 30 days we will refund your membership fee on a pro-rated basis. There are no refunds on Monthly Memberships.

To obtain a refund during a current annual term, please contact us by email at info@skillshack.co.uk.

How do I pause my membership?

To pause your membership, please contact our Customer Support team via email at info@skillshack.co.uk.

What happens when I pause my membership?

After pausing your membership, billing will be suspended, and you will no longer have access to Premium videos or content until your membership is resumed. You will still have access to SkillShack’s free videos, articles, video previews, and any content you’ve purchased individually in the past.

How long will my membership be paused?

Your membership will be paused for 3 months. After 3 months, your account will automatically be reactivated, and billing will resume. To resume your membership at any point, please contact our Customer Service team at info@skillshack.co.uk.

Will I still be able to share my membership via Membership Sharing while my account is paused?

No, pausing your membership will also pause shared memberships associated with your account. Any friends or family members that you’ve shared your membership with via SkillShack’s free Membership Sharing will not have access to SkillShack Premium/GOLD content while your membership is paused.

Membership Sharing

What is Membership Sharing?

Membership Sharing allows an active paying member (organizer) to share their membership with up to three of their closest family members and friends who will be able to set up their own personal accounts. The guest member receives an invite by email from the paying member to join and set up their account.

Is there a cost for Membership Sharing?

There is no cost to the paying member (organizer) or the guest member. The guest member will receive an invite by email to join SkillShack and once becoming a member, the guest member is granted unlimited access to SkillShack’s extensive library of videos, Live Events, and articles.

Who is eligible to receive a shared membership?

A paying member (organizer) can invite up to three family members and friends who do not have a current or expired SkillShack membership.

How long can a paying member share their membership?

A guest member will have access to a Shared Membership if the paying member (organizer) has an active paid membership with SkillShack.

What happens if a guest member does not accept the invite for the shared membership?

If a guest member does not redeem the offer for a free shared membership, the paying member can cancel the invite and send it to another family member or friend.

If I am a guest member, can I purchase items from the Shop to add to my membership?

Yes, guest members can purchase items from the Shop to add to their membership. The guest member will then own any content purchased even if they no longer have a guest membership.

If I am a guest member, can I purchase a paid membership?

Yes, guest members can purchase their own paid membership at any time. The simplest way is to go to the checkout page and log in as a returning customer. It is important to be logged into your account when you purchase, or you will have multiple accounts.

TECHNICAL QUESTIONS

Are there any system requirements to view the video content?

Our video content is best when viewed on a computer manufactured in the past couple of years with a good broadband Internet connection (not dial-up). We also highly recommend using the latest version of Edge, Firefox, Safari or Chrome as your Internet Browser. The recommended screen resolution is 1024 x 768 or larger.

How do I view the video in full screen?

On the video playback page simply click the full screen button (4 arrows pointing outwards). To exit press the ESC key located in the top left of most keyboards.

What are playlists and how do I use them?

We have a complete guide to video playlists available HERE.

Can I access the video content from my mobile device?

Most newer-model smartphones or other mobile/tablet devices with an internet connection are able to access the video content.

ORDERING QUESTIONS

How do I update my credit card information?

Please contact the Customer Service Department at info@skillshack.co.uk and they can assist you.

How do you store my credit card information?

Your card security is important to us; therefore we do not keep your credit card number on file. We only store a token, which is used in place of a credit card number when submitting a payment.

What is the benefit of a credit card token?

We replace sensitive cardholder data with an alphanumeric ID that has no connection to your credit card information.

What is a pending charge?

A pending charge is a transaction approved by your bank that is still being processed. This usually takes a few business days.

Can a pending charge be stopped, and can I receive a refund for a pending charge?

Once a charge is marked as “pending” by your financial institution it is deemed final at our end and your renewal charge for the next term is complete – at which point no refunds are available. Keep in mind that if that is the case you will remain a member until the end of your current paid term.

My order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order?

If you receive a message to fill in the required fields, try clearing your internet browser’s cache (browsing history.) Once the cache is cleared, open a new browser and attempt your order again. If you continue to have issues contact customer service at info@skillshack.co.uk for support.

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