MasterClass

Frequently Asked Questions

• Upgrading and downgrading your plan

  You can upgrade and downgrade your plan at anytime within your account settings by doing the following

  1. Within your account settings scroll down to the Membership section, and click Change Plan.
  2. You will then arrive at the membership plans page where you can select the plan you would like to change. Once you have selected the plan you wish to change to you can click Continue near the bottom of the plan description.
  3. Lastly you will come to a page that explains details on your plan change, and you can click Confirm new plan to make the change to your membership.

  🗒 If you are downgrading your plan the change will be effective on your annual renewal date. If you upgrade your plan the change will take effect immediately. 

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• Signing into your MasterClass account

  On the top right of corner of masterclass.com click Log In and enter your email and password. If your login is linked to Google, Facebook, or Apple be sure to login with your social account.

  If you do not remember your password, or have trouble logging in, visit this page.

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• Cancelling your subscription renewal

  You can cancel your subscription auto-renewal at any time within your account settings. To cancel your subscription you will need to:

  1. Log into your account through www.masterclass.com.
  2. Once you are logged in, click on your profile/account menu in the upper right corner, then click Settings.
     🗒 If accessing via mobile web browser, please disregard the "Go To The App" button and click on the menu in the top right corner
     
  3. Within your account settings you can click the Cancel Membership button under the Membership section of the page (this is only available if you have a card on file), and you will be guided through the steps to cancel your automatic renewal. 

  Once you have completed these steps your account will not renew at the end of your current subscription period. If you recently purchased (within 30 days), and do not wish to continue your annual membership, you may be able to receive a refund (please visit this page).

  🗒 You will continue to have access until the renewal date. Once your subscription is up for renewal your account will be automatically cancelled, and you will no longer have access to any courses that you were enrolled in and/or completed during the duration of the annual membership subscription.

   

  For in-app subscriptions through Apple or Google Play, cancelations can be managed through the respective App stores in the subscription sections. 

   

   

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• Creating and managing MasterClass profiles

  Profiles are the best way for you and your household, to keep track of your favorite classes in progress and on your watchlist, and receive personal recommendations based on your watch history. MasterClass allows you to add five additional profiles (6 in total) with your Duo and Family subscription. 

  You can perform the following actions to manage profiles:

  • Add Profiles

  • Switch Profiles

  • Edit Profiles

  • Delete Profiles

  • Unlink Social Accounts

  Add a profile

  The Account Holder's profile for your MasterClass account is automatically added during the sign-up process. To add a new profile you must use a computer, desktop, or laptop and follow the steps below:

  1. Log into your account

  2. Select your Profile

     • On a web browser, it is located in the top right corner

  3. Select Profiles option

  4. Select '+' Add Profile

  5. Enter a profile name

  6. Upload a new profile image (optional)

  7. Select Continue

  🗒 Account Holder's profile is the subscription holder’s profile. This profile cannot be deleted. This feature is currently available only on the website.

   

   

  Switch profiles

  When sharing devices with others in your household, you can switch profiles using the following steps:

  1. Select the Profile currently in use

     • On a web browser, it is located in the top right corner

     • On a mobile device, select the My Progress tab (2nd option on the bottom), it is located in the top right corner.

     • On a TV, it is located on the top right corner. Then select the Profile tab on the left navigation bar

  2. Select Profiles option

  3. Choose the profile you want to switch to from the list of available options

   

  Edit a profile

  To manage your profile’s playback, language settings, maturity settings, use the following steps: 

  1. Select your Profile 

     • On a web browser, it is located in the top right corner

     • On a mobile device, select the My Progress tab (2nd option on the bottom), it is located in the top right corner.

  2. Select Profiles option

  3. Select Manage Profiles option

  4. Select the profile you want to edit

  5. Adjust any settings you would like to edit including:

     • Profile Name

     • Image

     • Location

     • About Me

     • Maturity Setting

  6. Select Save

   

  Delete a profile

  Please note that deleting a profile is a permanent action: that profile cannot be recovered. You can’t delete the Account Holder's profile on your account, but you can edit it if needed. 

  If you’re ready to delete a profile, follow the steps below: 

  1. Select your Profile 

     • On a web browser, it is located in the top right corner

  2. Select Manage Profiles option

  3. Select the profile you want to delete

  4. Select Delete Profile

  5. Confirm your selection

  🗒 These changes are only available through web browsers.

   

  Unlink an Account from a Social Media or Third-Party Account

  Unlinking an account linked to a social media or third-party account will instead allow you to log in using your email and a password.

  1. Log in to your account

  2. Select Settings

  3. Select the Create a MasterClass password and unlink your account here link.

  4. Follow the ensuing prompts

  🗒 These changes are only available through web browsers.

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• Introduction to MasterClass

  MasterClass is the streaming platform that makes it possible for anyone to watch or listen to hundreds of video lessons taught by 150+ of the world’s best.

  Whether it be in business and leadership, photography, cooking, writing, acting, music, sports and more, MasterClass delivers a world class online learning experience. Video lessons are available anytime, anywhere on your smartphone, personal computer, Apple TV and FireTV streaming media players.

  Membership includes access to all classes. Each class includes around 20 video lessons that are 10 minutes long on average, along with an in-depth instructor guides. You also get access to our smartphone and TV apps, offline lessons, our members only newsletter, and our dynamic community of members around the world.

   

  For more information about MasterClass plans and membership visit the FAQ section at the bottom of the plans page. 

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• Contacting MasterClass

  Chat Support Hours: 

  Our MasterClass chatbot is available 24 hours/7 days a week

  Our Live Associates are available to chat from 8am - 5pm PST, 7 days a week

   

  Email Support Hours: 

  24 hours/7 days a week

  You can submit a request here.

   

  Phone Support Hours: 

  Monday - Friday 8AM - 5PM PST

  Saturday & Sunday- 9AM - 6PM PST

  1 (855) 981-8208

   

  For Press inquiries:

  Please email press@masterclass.com

   

  To participate in our partnership program:

  Apply here

  For any other partnership related inquiries please email partnerships@masterclass.com

   

  For MasterClass At Work Order requests and questions:

  https://www.masterclass.com/for-business 

   

  MasterClass at Work Support Questions:

  enterprise.support@masterclass.com

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• Redeeming a gift

  To access your free annual membership click the Redeem Now button in your gift email (preferably on your computer/laptop), and complete the following steps. 

  1. In the create account screen you will need to enter your email, and the desired password. Then click the create account button.
     🗒️: If you already have an account, it will tell you the email already exists. Click Sign In and enter your login credentials.
  2. The next steps will allow you to set up payment for future renewals. If you do not want to store your credit card click the button that says Why do we ask for a credit card, then you can select Enter payment information later.
  3. The final prompts will guide you through setting up your MasterClass account. 

  If you are already an active member of MasterClass, then activating the gift membership will add an additional year to your existing membership. The e-mail address for your existing account must match the e-mail address where the gift was sent. 

  🗒️ The send membership link is not a gift link that you can use to activate the gift. The gift sender can set up the gift on the website by following the steps on this link.

   

  Expiration Dates

  • A free gift that was part of a Buy One, Get One promotion is redeemable within one year from the date of purchase
  • A paid, standalone gift that was purchased outside a promotion has no expiration
  • The subscription of the gift recipient will start on the day that they will activate the membership and cannot be paused

   

   

  Redeeming a gift and third-party apps (PayPal, Google, Apple, etc)

  • You can only access your gift through the gift email. You cannot redeem gifts through 3rd party app stores 
  • Active memberships purchased through a third party cannot be extended using a gift. You will have to wait for your current subscription to expire before you can redeem the gift.

   

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• Downloading video lessons

  Duo and Family plan members can download video lessons using the Android & iOS mobile apps.

  📝 Not all video lessons are available for offline viewing.

  

  iOS App

  To download the video lesson:

  You can download individual video lessons by tapping the cloud icon below each video thumbnail in the Lessons tab of the class you select.

  📝 You must be connect to a Wi-Fi network to download video lessons.

  

  To view downloaded video lessons:

  Tap My Progress at the bottom of the app navigation menu.

  Scroll down to My Downloads and select the video you downloaded.

  

   

  Android App

  To download the video lessons:

  Tap the cloud icon below the video thumbnail within the lesson plan of the class you want to watch.

  

  To watch your downloaded video offline:

  Tap My Progress and scroll down to the My Downloads section.

  

  📝 You may see a black screen when disconnected, in which case, you can follow the prompt to go directly to the My Downloads section.

   

   

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• Changing or resetting your password

  If you know your current password

  1. Go to www.masterclass.com

  2. Login to your account using your current password.

     📝 If your login is linked to Google, Facebook, or Apple login with your social account. OR you can unlink your account by following the steps in THIS ARTICLE

  3. Once logged in, click on the profile icon on the top right corner of the page and select Settings from the drop-down menu.

  4. Click on Edit next to your password and a new box will appear.

  5. Enter your old password into the Current Password field and then add (and re-confirm) a new password of your choice. 

  6. Click the Save Changes button. You will now be able to use your new password moving forward.

  If you don't know your current password

  1. Go to www.masterclass.com

  2. Click Log In at the top right corner of the homepage

     If something other than Log In is showing at the top right corner, then it is likely that you are already signed into your account, and you will need to log out before continuing.  

  3. Click Forgot your password? toward the bottom of the pop-up window.

     

  4. You will be prompted to enter your email address where a password reset link will automatically be emailed to you with further instructions.

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