How can my viewers manage their account settings for my OTT site?

This article discusses how your viewers can manage their account settings from your OTT site.

In this article

• How can my viewers log in?
• What can my viewers do if they have trouble signing in?
• How can my viewers reset their login password?

How can my viewers log in?

If your viewer has not purchased or subscribed yet, they will need to do so first.

The first time a viewer signs up, they will be prompted to set a password. To do so, they need to:

1. Enter their email address on the login page.
2. On the next page, enter the password and click Sign In.
3. If they have already created a password, and it's not working, they can reset or set a password to log in on that page or use the email link method below.

Viewers can try these steps to log in via the email sign-in link:

1. They need to add '[e-mail]' to their contact list to ensure messages from us do not end up in their spam folder.
2. Enter their email address on  the login page
3. If they are an active viewer, they will be immediately sent an email link that will log them in, once clicked. 
4. Next, they can open their email inbox, and click the login link.
5. They will then be logged in to watch their purchased/rented/subscribed video content within their ZenVideo OTT Library.

What can my viewers do if they have trouble signing in?

If a viewer is having trouble with their password, they can consider the following possibilities:

• Did they sign up with a typo in their email address, or an address different than the one they are using to sign in? They can try to find the confirmation email from when they signed up to verify the address they should be using.
• Punctuation makes a difference. If they signed up with [e-mail], but are trying to sign in with [e-mail], our system will not consider those the same addresses.
• The end of email address matters. For example, @gmail.com and @googlemail.com may be the same as Google, but our system will see them as different email addresses. 

With those possibilities in mind, here are the ways to log in on the web:

If they don’t have a password, or their password isn’t working, here is how to set/reset it:

1. Click Sign in in the top right corner of the page and enter their email address.
2. Click Next.
3. Underneath the password field, select Reset your password.
4. Enter their email address on that page and select Reset Password.
5. If they are an active viewer, they will be emailed a link to set a new password. 
6. Find the link in their inbox and click on it.

⚠️Note: If they do not receive an email to reset their password, they are likely using an incorrect email address. They can try with any other addresses they own. They can check all of their email inboxes for a 'Start watching' email from VHX (search for 'Start watching VHX ').

If a password is not required:

1. Click Sign in in the top right corner of the page
2. Enter their email address. If they are an active viewer, they will be immediately emailed a link that will sign them in, once clicked. They can open their email inbox and click the sign-in link.
3. They will then be signed in to watch their video content. 

⚠️Note: If they do not receive an email to reset their password, they are likely using an incorrect email address. They can try with any other addresses they own. They can check all of their email inboxes for a 'Start watching' email from VHX (search for 'Start watching VHX ').

How can my viewers reset their login password?

If the login page is asking for a password and they don't have or remember theirs, here is how to reset it:

1. Please add '[e-mail]' to your contact list to ensure messages from us do not end up in your spam folder.
2. Make sure they are logged out here.
3. Visit the login page and enter your email address.
4. Click Next.
5. Underneath the password field, select Reset your password.
6. Enter the email address on that page and select Reset Password.
7. If they are an active viewer, they will be emailed a link to set a new password. Check the email inbox for that link.
8. Click the link in the email and reset their password.