Support



To contact support, please email support@twistedfactory.com

Frequently Asked Questions

Account Issues



Q. What do I do if I can’t remember my password?
A. You can use this online form to reset your password. If you cannot remember your username or the email you used to sign up, please email customer support.

Q. How do I cancel my account?
A. You can cancel at any time by calling RocketGate. In the US, call 866-765-3058. Outside the US, call: 702-749-4453. If your transaction was processed by SegPay, you can cancel at SegPayCS.com or call 866-450-4000 in the US & Canada or outside US 954-414-1610. If your transaction was processed by Epoch, you can cancel at Billing Support

Q. I have my password but I still can’t seem to login?
A. Remember that passwords are cAse SenSiTivE. Make sure you are entering the correct password.

Q. Can my billing company (RocketGate) change or reset my password?
A. No, they cannot. If you are unable to log in and you are sure your subscription is still active, do not contact the billing companies. They will be unable to assist you with a new login. First, try to reset your password. If that does not work for you, please email customer support.



Technical Issues



Q. What should I do if I’m having trouble with the site?
A. Our sites are best viewed on the latest versions of Firefox and Chrome. Please make sure your browser is up-to-date.

Q. Which video player do you recommend?
A. We strongly recommend the VLC Player. It's the most versatile player out there and will play most any format you throw at it.

Q. I cannot open zipped files, what do I do?
A. Windows users: windows has it's own built-in zip decompressor. Just click on the zip file to open the archive. Versions older than XP may not, in which case you will need to install one, the best we know of is IZArc.
Mac users: OS X has a built in archive maker, right-clicking (ctrl-click) on a ".zip" file should show you the options to unzip the archive. Normally, just double clicking a compressed file launches the utility and unzips the file.