We want to make sure you are comfortable with using this platform and accessing all the awesome music you came for!
You can find answers to frequently asked questions here. And you can always contact us (caffelenatv@caffelena.org) if you have any questions!
How do I access my account?
To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.
I am unable to sign in
If your login information isn't working, the first step is to click “Forgot Password?”, enter the email associated with account and click “Send Instructions”
Follow the instructions to reset your password, and attempt the login again. If you don't receive an email it may mean the email you entered when signing up had an error. Please contact caffelenatv@caffelena.org and ask us to check on your account details.
How do I reset my password?
On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.
How do I access the catalog?
Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.
I would like more information on becoming a subscriber to CaffeLenaTV
All Subscriptions are available on a monthly plan or a 30% discounted annual plan.
GO LIVE Subscribers get access to 4+ live streamed shows per week. Watch live, or anytime up to two weeks after the show.
ALL ACCESS Subscribers receive all Go Live benefits PLUS unlimited access to our curated vault of favorite past shows and music classes.
I bought tickets but I can’t find where to watch the show
The CaffeLenaTV Catalog (caffelena.tv/catalog) always displays tonight’s show on the first slide at the top of the page and includes a link to view the show
If you’re looking for a future show, you can find the full list of our upcoming live streams here: caffelena.tv/categories/live-streams
Check your email for an order confirmation from CaffeLenaTV which will include a link to the purchased live stream (check spam if it does not appear in your inbox)
I missed the live broadcast but I’d like to watch a recent show
All live streams are available on demand for two weeks, and can be purchased for the duration of that time. If you bought a ticket for the live show but could not watch, you will still have access during this time.
I am interested in a specific archived show, but I can’t find it in the Vault
The Vault does not contain every archived show. We rotate shows, usually a few per month. Shows may remain in the Vault for 6 months or more.
We always welcome Subscriber feedback - if there is a particular show that you’d like to see added to the Vault, please let us know.
Is my computer the only place I can watch CaffeLenaTV shows?
We have three apps available for Subscribers and ticket buyers!
You can access CaffeLenaTV content on iOS (iPhone/iPad) and Android mobile devices as well as Roku Smart TVs. Just search "CaffeLenaTV" in the app store.
You can login using the same username and password. If you bought a ticket for an individual show, that will be the only "unlocked" content in the app.
Can I download videos to save them to my device?
Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.
Why am I experiencing buffering or playback issues?
Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.
Can I create multiple accounts with the same email address?
No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.
How do I pause or cancel my recurring subscription?
To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to either pause or cancel your membership by clicking End Membership.
How do I change my membership plan or update my billing information?
To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.
Why is my credit card being declined?
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.
How do I purchase a gift subscription?
To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.
How do I redeem a gift subscription?
To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.
What is the Refund Policy?
If we are unable to deliver a live stream due to a tech issue, internet malfunction, or other source-level problem, we will refund all ticket buyers. Once the backup recording of the show is published, refunded ticket buyers will retain access to the show.
Check out our Help Center
Our help center is a valuable resource for finding answers to a variety of questions. Whether you're troubleshooting a technical issue, or seeking guidance on how to navigate our website, our informative articles have got you covered.
