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How do I cancel my SmartKidz Media Library account?

We hate to see you go, but if you need to cancel your membership, click the Cancel Membership button on your My Account page.

What happens if I cancel my SmartKidz Library account early?

You can continue to stream media in your SmartKidz Media Library until your account automatically closes at the end of your current billing period—even if you’re on a free trial.
To see when your account will close, click on View Billing Details from your My Account page.

If I cancel my SmartKidz Media Library account, will I be charged?

You will not see any more membership charges unless you restart your account. If you cancel with time left in your billing period, we’ll let you stream until your account cancels automatically.

Can I rejoin if I cancel my SmartKidz Media Library account?

Absolutely! We’d love to have you back, so whenever you’re ready, just click on the Reactivate My Membership button from your My Account page.

How do I restart my SmartKidz Media Library membership?

If you want to restart your SmartKidz Media Library account, simply sign into your My Account page and click Reactivate My Membership button.

Will I have to start all over if I restart my SmartKidz Media Library account?

We’ll keep your viewing activity for one year after your account closes, so if you decide to come back during that time, you can pick up right where you left off.

If your membership has expired, you will be asked to Sign Up once you sign into SmartKidzlibrary.com. Your billing date will change to the date your restart your membership.

If your membership has not expired, you can keep your membership active by clicking the Reactivate My Membership link on your My Account page. Your billing date will not change.

What do I do if I receive a message that informs me that my credit card payment has been declined?

Your credit card is automatically billed on the first day of your billing cycle. If your registered credit card has been declined for payment from your credit card provider, then your account is temporarily suspended.

You can reactivate your membership by taking one of the following steps:
1. Register a different credit card
2. Call you current credit card provider to reactivate your credit card

To reactivate your membership, you simply sign into your My Account page and click on the Reactivate My Membership button. If you want to register a different credit card, you will be asked to go through the Sign Up process again to register the new credit card.

If your credit card on file is reactivated by your credit card provider, and you want to continue to use this credit card, leave the existing information in the payment method section and continue the Sign Up process by clicking on the Create Account button

A Reminder: You can change your credit card information at any time throughout your membership. To change your payment method, sign in to your My Account page. Then select the Update Payment Method option to view and change your credit card information.

How do I change my payment plan to my Smartkidz Media Library?

You can change your payment plan at any time throughout your membership.
To change your membership plan, sign in and visit you’re My Account page. Then select the Change My Plan option to view and change available streaming plans.

How do I create a SmartKidz Media Library account for someone else?

To create a SmartKidz Media Library account for someone else, make sure to Sign Out of your account on your computer before clicking the Sign Up button to sign up as a new member through the SmartKidzlibrary.com website. Keep in mind that only one free trial may be used per household.

To create a new account:

1. Select the membership plan you wish to sign up with.
2. Enter the email address of the person for whom you are creating the account.
3. Choose a password for the account
4. Select the preferred method of payment and then enter your billing details to start the new account.
You may use your own payment information if you wish to pay for the recipient’s account.

Note: Your payment method will be charged for each billing period until the payment method is updated or the membership is canceled.

Once you've created the new account, you can switch accounts by clicking the Log Out button.

How do I manage the Newsletter I get from SmartKidzlibrary.com?

If you want to stop getting Newsletters from SmartKidzlibrary.com, or if you want to sign up to receive newsletters about enhancements to the SmartKidzlibrary.com service, upcoming releases and special events, surveys or special offers you can click on the Newsletter Preferences from your My Account page. Below is a list detailing what you can change on your account:

• Promotional Emails
• Newsletter: Get updates on new releases, promotions and special events
• Account Notifications

Note: You will continue to receive emails about account-specific issues and notifications even if you unsubscribe from the Newsletter all other SmartKidzlibrary.com emails.

How do I update my SmartKidz Media Library account information?

If you’d like to update your SmartKidz Media Library account information, you can simply visit you’re My Account page after logging into the SmartKidzHomeschool.com website. Once you save your updated information on your account, we’ll send you an email confirming any changes you’ve made.

How do I update the email address or password associated with my account?

Log into the SmartKidzlibrary.com website and go to your My Account page and then select the Update My Email Address and Password option. If you can’t log in with your current password, you can use the Reset My Password option first.

How do I update the payment method on my account?

If you want to update your payment method, log into the SmartKidzlibrary.com website to select the Update Payment Method option on your My Account page.

Why am I seeing a message that says my email address is invalid?

If you have successfully signed into the SmartKidzlibrary.com website and you see a banner that says your email address is invalid, your email may contain a spelling error. If that is the case, select Update My Email Address or Password option to correct any spelling errors or typos in the email we have on file.

This banner may also appear if a SmartKidzlibrary.com email bounces back or gets blocked from delivery. If you have updated your email address and you still have the notification on the website, it is possible your email provider could be blocking emails from SmartKidzHomeschool.com. To ensure SmartKidzlibrary.com is not being blocked, simply add the following email addresses to your contacts:
support@smartkidzlibrary.com
orders@smartkidzlibrary.com

How do I reset a forgotten password?

If you have forgotten your password, you can email yourself a new password by using the Password Reset option. An email should arrive within about a minute, and contains a link to that will allow you to sign into your account. From there, you'll be asked to create a new password. The link in the email expires after 3 hours, so be sure to use it as soon as possible.

If the link in the email has expired, don't worry—simply send yourself another password reset email.

I requested the password reset email, but never received it.
If this is the case, check your spam folder (and any emails filter you've setup) to make sure the message isn't being directed away from your inbox.

The link in my Password Reset is not working.
Keep in mind, the link in the email is only valid for a few hours. If you click on the link and it does not link you to your account, you will need to request another email by using the Password Reset option.

Resolving Account Issues

I can't sign into my SmartKidz Media Library account

• If you've forgotten or no longer have access to your login email and password, you will need to contact our support team.
• If you have access to the email account associated with your SmartKidz Media Library account and simply forgot your password, you will need to request an email by using the Password Reset option to reset your password and regain access to your account.
• If you know your login information is correct, and you're still having trouble signing in or entering your account details into the Log In button on the SmartKidzlibrary.com website, your computer might be having trouble storing website information.

Try the steps below to refresh that information and get back into your account.

1. Enable cookies in your web browser. The SmartKidzlibrary.com website requires cookies to run.
a. Enable browser cookies on your Windows PC 
b. Enable browser cookies on your Mac
c. If cookies are enabled and you still can't sign in, try the next step.

2. Clear the SmartKidzlibrary.com website cookies from your browser by going to smartkidzhomeschool.com/help/clear-cookies (link), then try again. If you still can't login, try the next step.
3. Upgrade your browser to the latest version, or sign in with a different web browser.
Supported web browsers include Internet Explorer, Firefox, Safari, and Chrome.

Add the SmartKidzlibrary.com website as a trusted site in Internet Explorer:
1. In Internet Explorer, select the gear icon () or Tools from the upper-right corner of the window.
2. Select Internet Options
3. Select the Security tab
4. Select Trusted Sites, then select the Sites button.
5. Uncheck “Require server verification.”
6. Delete anything related to the SmartKidzlibrary.com website in the Websites: field.
7. Type *.smartkidzhomeschool.com in the Add this website to the zone field.
8. Select the Add button.
9. Select the Close button.

What are a “cookies” and why does my computer need them?

In order to keep you logged in, SmartKidzlibrary.com needs to store some information about your account on your computer when you log into your SmartKidz Media Library account. This information is known as a "cookie", and if cookies aren't enabled in your web browser, you may have some trouble logging into your account.

How do I enable cookies on my Windows PC?

If you are unable to login with your SmartKidz Media Library account information, check to make sure that cookies are enabled on your Windows PC by following the steps for your browser below.

Internet Explorer:

1. Select Internet Options from the Tools menu.
2. Select Privacy.
3. Select Advanced.
4. Check the Override automatic cookie handling box
5. Select Accept under First-party Cookies.
6. Select OK in the Advanced Privacy Settings window.
7. Select OK on the Internet Options window.

Firefox:

1. Select Options from the Tools menu.
2. Select Privacy.
3. Select Remember History under the Firefox will: drop-down menu.
4. Select OK on the Internet Options window.

Chrome:

1. Select the Menu icon on the browser toolbar in the upper-right corner.
2. Select Settings.
3. Select Show advanced settings at the bottom of the page.
4. Select Content settings under Privacy.
5. Select Allow local data to be set (recommended) under Cookies.
6. Scroll down and select Done, then close the Settings tab.

Once you've made sure cookies are enabled on your Windows PC, try logging back into your SmartKidz Media Library account.

How do I enable cookies on my Mac?

If you are using a Mac and if you are unable to login with your SmartKidz Media Library account information, check to make sure that cookies are enabled on your Mac by following the steps for your browser below.

Safari:

1. Select Preferences from the Safari menu.
2. Select Privacy.
3. Select From third parties and advertisers under Block cookies.
4. Close Preferences to save the new privacy setting.

Firefox
1. Select Preferences from the Firefox menu.
2. Select Privacy.
3. Select Remember History under the Firefox will: drop-down menu.
4. Close Preferences to save the new privacy setting.

Chrome

1. Select Preferences from the Chrome menu.
2. Select Show advanced settings at the bottom of the page.
3. Select Content settings under Privacy.
4. Select Allow local data to be set (recommended) under Cookies.
5. Scroll down and select Done, then close the Settings tab.

Once you've made sure cookies are enabled on your Mac, try logging back into your Family Media Library account.

Streaming Digital Media

How fast does my Internet need to be?

SmartKidzlibrary.com website is a streaming service. Our digital content is streamed over the Internet and not downloaded. So you must be connected to the Internet throughout your viewing session.

• While our streaming service works with many different levels of broadband, the speed and bandwidth of your broadband Internet connection may impact your viewing experience.
• The minimum required connection speed is 500kbps (0.5Mbps), but we recommended a minimum speed of at least 1000kbps (1.0Mbps). You will want a at least a 1000kbps connection for improved viewing quality.
• Here are our Internet connection speed recommendations for different levels of viewing quality:
o 0.5 Megabits per second - Required broadband connection speed
o 1.0 Megabits per second - Minimum recommended broadband connection speed
o 2.0 Megabits per second - Recommended for SD quality
o 4.0 Megabits per second - Recommended for HD quality

• Higher quality digital media uses more bandwidth than lower-quality digital media. If your service provider applies a bandwidth or data cap to your Internet service, you can adjust your video quality settings to a lower quality to consume less data.

Can I stream the videos in my SmartKidz Media Library in HD?

Yes, many of our new releases are available in HD. The picture quality while streaming may vary from computer to computer and device to device. Picture quality may be affected by a variety of other factors, such as your location, the bandwidth available and or the speed of your Internet connection.

The digital media that is featured in the SmartKidz Media Library in high definition will play in 720p or better with a fast internet connection.

What devices can I use to stream digital media?
You can stream digital media on most Internet-connected devices, such as your computers, smart phones, tablets, and streaming media players.

What devices can I use to stream digital media?

You can stream digital media on most Internet-connected devices, such as your computers, smart phones, tablets, and streaming media players. 

Resolving Device Issues

Troubleshooting Network Connection Issues

One of the most common causes of problems while trying to watch media in your SmartKidz Media Library is weak or intermittent Internet connectivity. Frequent rebuffering or loading, problems starting the media player application, error messages stating "Cannot connect to media player," or trouble starting playback of a video when you're trying to stream on your device, generally indicates a slow or interrupted Internet connection.

Fortunately, we've got some steps below that should resolve most Internet connectivity problems.

Note: If you complete the steps below and are still having issues connecting to our streaming service, we highly suggest you reach out to your Internet Service Provider. They will be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

If your network meets our minimum streaming requirements, completing the steps below will resolve most connection issues.

Restart your home network

For this step, make sure to leave your computer or streaming media player and ALL of your home network equipment unplugged as a group for about a minute before plugging each device back in one by one.
1. Turn off or unplug your computer or streaming media player
2. Unplug your modem (and your wireless router, if it's a separate device) from power for no less than 30 seconds.
3. Plug in your modem and wait until no new indicator lights are blinking on. If the router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.
4. Turn on or plug in your computer or streaming media player and attempt to stream media again.

Connect your computer or media player directly to your modem

If you're connecting through a wireless router that's connected to your modem, and still can't connect after restarting your network, try bypassing the router and connecting directly to the modem with an Ethernet cable. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

1. Step 1: Turn off or unplug your computer or streaming media player
2. Step 2: Plug your computer or streaming media player directly into your modem using an ethernet cable.
3. Step 3: Unplug your modem from power for no less than 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.
4. Step 4: Turn on or plug in your computer or streaming media player and attempt to stream media again.

If this step gets you streaming again:

• If you've bypassed your router and successfully connected to your Family Media Library directly through your modem, it's likely that the router itself is the source of the problem.
• Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or reconfiguring your router settings.

If you're still not able to stream:

• If you're connected directly to your modem and you still can't stream media, you may want to check with your equipment provider to make sure your modem and Internet service are functioning as intended.

If you were unable to complete this step:

• We strongly recommend attempting to connect your computer directly to your modem if you can--it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there is no way for you to directly connect your device to your modem, it's okay to skip this step.

Improve your wi-fi signal

If you're connecting over wi-fi and the steps above didn't help, try some or all of the steps to improve your wireless connectivity:

• Move your router to a new location to improve signal strength--you'll usually see better reception throughout your home if the router is in a central location.
• Wireless interference can cause big problems when trying to connect over wi-fi. Cordless phone, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.
• Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that's hidden behind it.

If you're having network connection issues while trying to stream media, the steps above are a great place to start. If you've tried all of our suggestions, and you're still having connection problems, don't worry--there's still plenty of help available to you.

What should I do if all of the above steps do not help me connect to my SmartKidz Media Library?

If you are still having trouble connecting to your SmartKidz Media Library, you will want to contact the person that set up your home network. They should be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

Streaming Media to My TV

How can I stream the SmartKidz Media Library to my TV?

At present there are 4 ways to stream the content from the SmartKidz Media Library to your TV:

1. Using the browser on your “Smart TV” to browse the internet, type in the URL: http://www.smartkidzlibrary.com. Using your TV’s remote control pad you can access the site as you would from your computer.

2. Using the browser on your Roku 3 to browse the internet, type in the URL: http://www.smartkidzlibrary.com. Using your Roku’s remote control pad you can access the site as you would from your computer. Earlier models of the Roku may work as well if they have the “browse the internet” option.

3. Screen Mirroring using the Roku (beta): Screen Mirroring (beta) allows you to mirror what you see on your phone or mobile device to your TV through Roku. (Click here for more information about screen mirroring)

4. Using an HDMI cable with appropriate adapters for your device, connect your mobile device directly to the HDMI input on your TV.

5. Other options include: (1) An Apple TV when streamed from an iPhone or iPad using AirPlay, (2) With Chromecast from an Android phone or tablet connected to your TV and (3) with all Google TV enabled Smart TVs.

Fraud

How can I keep my SmartKidz Media Library account secure?

We know you care about the security of your SmartKidz Media Library account—and so do we. To that end, here are our top recommendations for keeping your account and personal information safe.

To protect your account:
Use a strong password and change it periodically.
Your password is a key piece of information that keeps your account safe. To help keep your account safe and secure, we recommend using a password that is:

• Unique to your SmartKidz Media Library account
• At least 8 characters long
• A mix of upper case and lowercase letters, numbers and symbols
• Not a common word in the dictionary, a name, or other personal information like a birthday, address or anniversary

If you need to update your password, you can do so from you’re My Account page after logging into the SmartKidzlibrary.com website. Or you can register a new password by simply sending yourself a Password Reset.

A word about phishing

Phishing is an attempt to get personal information from you by pretending to represent a website or company you trust online.

Phishers will go to great lengths to try to hijack your account or steal your personal information. They may create fake websites that look like SmartKidzlibrary.com, or send official-looking (but fake) emails asking you for personal information.

SmartKidzlibrary.com will never ask for any of your personal information in an email. This includes:

• Payment information (credit card number, debit card number, direct debit account, PIN, etc.)
• Social security number or tax identification number
• Your account password

Be careful if you receive an email message asking you for this or any other personal information. If you're unsure about a link in an email, you can always hover over the link to see where it goes (you'll see the real, linked web address at the bottom of most browsers). If you're still not 100% sure that the website you're on is the real SmartKidzlibrary.com site, you can always type www.smartkidzhomeschool.com directly into your web browser.

Finally, if you get an email that looks suspiciously like a phishing attempt, please let us know by forwarding it to support@smartkidzlibrary.com

Keeping your computer safe

In order to receive the best possible SmartKidzlibrary.com experience, it's important to keep your computer free of malware and viruses. Signs that your computer may be infected include:

• Unusually slow or sluggish computer performance
• Pop-up windows or advertisements while streaming
• Unexpected reboots, crashes, or freezing
• If you think your computer might be infected, you can use the anti-malware, anti-adware or anti-virus software recommended by your computer manufacturer or a trusted IT professional.

Report fraudulent or suspicious activity

At SmartKidzlibrary.com, we take fraud very seriously. If you notice suspicious or unrecognized charges or unauthorized account activity, please Contact Us so we can help you investigate.

What if I see a security flaw in your system?

If you believe you’ve found a security vulnerability on a SmartKidzlibrary.com property or application, we strongly encourage you to inform us as quickly as possible and to not disclose the vulnerability publicly until it’s fixed. We appreciate your assistance, and we review all reports and will do our best to address the issue in a timely manner.

What if I see charges from SmartKidzlibrary.com that I did not authorize?

If you suspect someone has opened a SmartKidz Media Library account without your consent with your payment information, or if you do not recognize charges coming from SmartKidzlibrary.com, please Contact Us immediately. We can immediately cancel the fraudulent account, and at your request, also block any further charges to your credit card.

What if someone is using my SmartKidz Media Library account without my permission?

Library account without my permission?
You can select the View Activity button on your My Account page to inspect the viewing activity in your SmartKidz Media Library. If you’re seeing unexpected streaming activity on your SmartKidz Media Library account, you can sign out of all devices connected to the Internet.

This method of deactivation will disconnect all devices currently connected to your SmartKidz Media Library account.

You can also change your password to make sure no one else will be able to access your account without your permission.

What if my device is stolen device or I’m seeing suspicious activity on my account?

If the device you use to watch your SmartKidz Media Library is stolen, and if you are seeing suspicious activity on your account, please contact us immediately. Activity is only stored for a limited time, so it’s important that you contact us as soon as you realize something is wrong.
Requests for information must be submitted by a law enforcement agency; we can work with law enforcement to trace the activity on your stolen device in an attempt to locate it.