ART FIX - THE NEW WAY OF LEARNING

Before you contact us, maybe your question is answered in one of our FAQ.

Getting started

I don’t understand how to watch the episodes
Make sure you are logged in (in the top right it should say "account") – go to the menu, the three stripes in the left corner, and choose Episodes.  
How do I stay logged-in?
If you log in next time, please tick the box "Remember me".
Is there a limit to how many episodes I can access?
No! As an Art Fixer, you will have access to all episodes until you cancel your membership.  
Is there a limit to how many times I can watch an episode?
You can watch episodes as many times as you would like as long as your Art Fix Membership is active.  
Can I share an episode?
Art Fix membership is strictly for individual use. Of course we encourage storytelling and word-of-mouth!!    
Does my year of access to my Art Fix membership start on my purchase date, or when I start watching an episode?
Your access to Art Fix begins on the date you purchase your Art Fix membership.  
How do I turn subtitles on or off?
Currently we have only English subtitles that you can turn on and off by selecting the cc-button in the lower right corner of the video.      
My friends want to use my Art Fix account. Am I allowed to share my password with them?
No, your password protects your personal user account and you are solely responsible for keeping your password confidential and secure. The password is personal. We allow a maximum of two log-in's via two devices at the same time using the same account. We reserve the right to cancel any memberships immediately if passwords have been shared.   
I forgot my password, what should I do?
Click onto the 'Login' section of the website. Below the login area is a 'Forgot Password' link. Click this and you will be asked to enter the email address with which you registered. Once you click on 'Reset Password', an email will be sent to you with further instruction.    
As a member, do I get any additional benefits?       
All Art Fixers (members) receive:
  • 12 Episodes - each episode is 30 minutes in English (with English subtitles)
  • One year of full access, watch or re-watch each episode as often as you’d like!
  • 3 stories - every month related to the episode theme (e.g. 36 stories a year, in-depth interviews, movie lists, fun facts and explanations, exhibition highlights )
  • 3 ‘In Real Life’ overviews of all new exhibitions in galleries and fairs around the world per year
  • Workbook (from August 1st) related to the artist and artwork for each episode - this includes each artist featured and artworks to refer back to.
  • Exclusive bonus material - videos directly from artists
  • End of season quiz to test what you’ve learnt
  • Art Fix Certificate-  after completing the course
I am a teacher and would like to use Art Fix as an educational resource. Is this allowed?
We welcome our members who are teachers to share our videos with their classes, after getting prior consent. Please email ivy@art-fix.com to obtain consent.
Will I have access to all episodes that are released after I subscribe to Art Fix?
Yes! You will have access to all available episodes and new stories that are released after you purchase an Art Fix membership. We will continue to release new episodes.     
I received an access code – how to use it?
Please go to "Become a member - choose pay annually" and click purchase – go to "Have an access code? Use it here" and fill in your code. After you can fill in your details, make a password and click sign up.

Gifting

I received a gift card - how to use it?
Please go to "Become a member - choose pay annually" and click purchase – go to "Received a gift card? – Use it here" and fill in your code. After you can fill in your details, make a password and click sign up.  
I received an access code – how to use it?
Please go to "Become a member - choose pay annually" and click purchase – go to "Have an access code? Use it here" and fill in your code. After you can fill in your details, make a password and click sign up.
My eGift hasn’t been received?
We’re sorry that your gift was not received! Where is it? Sometimes our eGift email is filtered into people's spam folder. Please ask the recipient to check their spam folder. If your gift is still nowhere to be found, please feel free to reach out to us at ivy@art-fix.com. Please make sure to include the email address used to purchase the gift and the transaction date stated on your receipt.   
Do you have a physical gift card option?
No, we are not offering physical gift cards at this time.   
Does the year of access to a gifted Art Fix membership start on the purchase date, or when the recipient starts watching an episode?
If you’ve purchased an Art Fix membership as a gift for someone else their year of access will begin when they activate their gift. Note that an Art Fix membership that has been gifted will not automatically renew.  

Membership

How do I stay logged-in?
If you log in next time, please tick the box "Remember me".
Will I receive a certificate of completion when I finish a season?
Yes, at the end of Season 1 you can request an Art Fix certificate of completion.
How can I renew my membership to Art Fix?
You don’t have to do a thing! Your annual membership is set to automatically renew.   
When does my Art Fix membership expire?
Your Art Fix membership will expire when you cancel.  
How do I cancel my membership?
If you’d like to cancel the automatic renewal of your membership, log in to your account then select Membership from the menu.  Select Cancel membership to remove automatic renewal. *Note that if your Art Fix Membership was gifted to you it will expire one year from the date that you redeemed your gift.  
How do I notify you of a change of address, etc.?
Updating your address and password can be done by visiting the 'My Account' section of the website. Once you have logged in, choose the 'Edit Details' link.  
My friends want to use my Art Fix account. Am I allowed to share my password with them?
No, your password protects your personal user account and you are solely responsible for keeping your password confidential and secure. The password is personal. We allow a maximum of two log-in's via two devices at the same time using the same account. We reserve the right to cancel any memberships immediately if passwords have been shared.   
I forgot my password, what should I do?
Click onto the 'Login' section of the website. Below the login area is a 'Forgot Password' link. Click this and you will be asked to enter the email address with which you registered. Once you click on 'Reset Password', an email will be sent to you with further instruction.    
As a member, do I get any additional benefits?       
All Art Fixers (members) receive:
  • 12 Episodes - each episode is 30 minutes in English (with English subtitles)
  • One year of full access, watch or re-watch each episode as often as you’d like!
  • 3 stories - every month related to the episode theme (e.g. 36 stories a year, in-depth interviews, movie lists, fun facts and explanations, exhibition highlights )
  • 3 ‘In Real Life’ overviews of all new exhibitions in galleries and fairs around the world per year
  • Workbook (from August 1st) related to the artist and artwork for each episode - this includes each artist featured and artworks to refer back to.
  • Exclusive bonus material - videos directly from artists
  • End of season quiz to test what you’ve learnt
  • Art Fix Certificate-  after completing the course
I am a teacher and would like to use Art Fix as an educational resource. Is this allowed?
We welcome our members who are teachers to share our videos with their classes, after getting prior consent. Please email ivy@art-fix.com to obtain consent.
I received an access code – how to use it?
Please go to "Become a member - choose pay annually" and click purchase – go to "Have an access code? Use it here" and fill in your code. After you can fill in your details, make a password and click sign up.

Payments

Why won't my payment go through?
We are sorry that our payment process is not working properly. Here are a few common solutions that may solve the issue you are experiencing during checkout. Make sure all the information you have entered is correct. The most common reason for a payment not going through is a typo. Have you ticked the box to agree to the terms and conditions? At this time we accept all major debit and credit cards, and Apple Pay.
How do I get a refund?
We are sorry to hear that you are not satisfied with Art Fix. All memberships are none refundable.  
Will my membership be automatically renewed?
Yes, your Art Fix membership will renew automatically annually at the then-current rate until you cancel (no refunds issued for partial membership periods).    

Technical

Where can I watch an episode?
You should be able to watch Art Fix episodes all over the world at art-fix.com. Provided that you have a valid membership and are logged in to your account.
What type of device/browser do I need?
You can view the Art Fix episodes on any internet-enabled device, and on any modern browser. 
Requirements for using a mobile device
Art Fix website supports iOS and Android mobile devices.
What devices are supported?
You can watch Art Fix video's on all iOS and Android devices with a browser that supports modern web standards.
How do I troubleshoot 'Unsupported viewing environment' error messages?

If you’re seeing this error for all videos, your system or browser may not support playback in the Vimeo player. To start, double check the following:

  • The latest version of your browser is installed
  • Your system can decode H.264 video

Windows 10 users: There are versions of Windows 10 that do not come with codecs pre-installed. Try downloading the media packages found here: https://support.microsoft.com/en-us/help/3145500/media-feature-pack-list-for-windows-n-editions

If you continue to see the unsupported error in the player on Linux (for every video), please contact your OS community for assistance with installing the necessary packages for h.264/ HTML5 playback.

How do I troubleshoot 'Stream limit: Too many streams are open at once.' error messages?

Some video titles can only be viewed on one device at a time. There are also limits on how many different titles can be streamed concurrently on different devices.

To fix this error, reduce the number of simultaneous streams occurring on your account. For example, try closing additional browser tabs or active devices where your video is streaming.

How do I troubleshoot 'Network error' error messages?
If you are seeing this error, your browser or computer has lost connection to our player. If reloading the player doesn’t immediately resolve the issue, check your network connection to make sure it’s up and running. If the error persists, try temporarily disabling any active browser extensions, firewalls, or proxies that may be preventing a successful connection to Art Fix.
How do I troubleshoot 'Browser error' error messages?
This error can appear when your browser fails to fetch media for reasons that are usually unknown. Not to worry- a quick refresh of the player (or web page containing the player) should immediately fix the problem.