Frequently Asked Questions

Can I play my videos on AppleTV?

Yes. You can watch the videos on your Apple TV using Airplay on newer Macs running Mavericks. See this article for more information.


You can also play the videos on your AppleTV using any iPhone or iPad running iOS6 or later. Just login to the site using your Safari app on your device and use the Airplay button to view the videos on your AppleTV.

What if I forget my Password?

If you have forgotten your password, go to the Reset Password Page. From there, enter your email address, and then click “Get New Password”. Within a few minutes, you will receive an email containing a special link that will allow you to create a new password.


If you do not receive the email within a few minutes, please be sure to check your Spam or Junk folder. If you no longer have access to the email account you believe you originally used to setup your account, you can register for a new account.


If you have purchased videos using an email account that you no longer have access to, use our Contact Page to make a support request. In your message, please include your full name and the email address you believe you originally used to setup your account. Someone from our support team will respond within two business days with next steps.

What is the “Web Streaming” video format?

The Web Streaming format allows you to watch your purchased videos directly on this website – using any standard web browser – directly from your computer or mobile device. You don’t need to download anything, you just need to be connected to the internet. If you can watch YouTube videos, you can play your Web Streaming videos.


To access your purchased Web Streaming videos, simply go to www.storyoftheuniverse.org and log in by clicking the My Videos tab at the top right of the screen.


When you purchase Web Streaming videos, you do not download any file to your computer. (Due to the length of our programs, downloads would be prohibitively large and slow to download.) Instead, you receive a perpetual, non-transferable license to access the videos directly from our website – using any standard web browser. This is the same principle behind Netflix instant videos. Your access is immediate, you do not need to download anything, you just need to be connected to the internet.

How long do I have access to my Streaming Videos? Do they expire?

When you purchase a Web Streaming video from our website, you are buying a perpetual, lifetime license to watch the video on our website. Buy once, enjoy for a lifetime.


The only limitations are that you may not share, sell or transfer your license to anyone else, and you may not copy, broadcast, distribute, or reuse the content of any video in any form, whether that be a full video or excerpt.

How do I play my videos in full screen?

In the video player, move your mouse over the video to reveal the on-screen controls at the bottom of the window.


Toward the bottom right, click on the full screen icon to enter full screen mode.

What if I experience problems with video playback such as pauses or skipping?

Like all video websites, playback problems typically occur when there is an interruption to, or not enough bandwidth in your internet connection. Some things to try:


Be sure there are no other computers or devices on your connection doing bandwidth intensive tasks such as downloading, online gaming, or watching videos.

Playback interruptions can occur when not enough of the video has loaded to play smoothly with your internet connection speed. Therefore, it may help to pause the video and give it more time to load before beginning playback, or after you reposition (by rewinding or forwarding). If this doesn’t work, try reloading the web page.


Restarting your computer, quitting applications, or upgrading your web browser may also help. If you haven’t upgraded your web browser in a while, you might consider upgrading to one of these modern browsers (both are free):


Mozilla Firefox – https://www.mozilla.org/en-US/firefox/new/
Google Chrome – https://www.google.com/chrome


If none of these suggestions help, you may need to contact your internet service provider and see if they have a faster bandwidth plan available.


You may also request a refund for your order within the first 30 days of purchase. For more information, see our Refund Policy.