Hi MammaJamma,
Let me try to answer all of your questions and concerns. I'm sorry it took three days to get back to you, but we're closed on weekends and I don't believe you contacted our customer support team at
[email protected]? Our discussion forums are also not monitored by our customer service staff and are not intended to be used for specific customer service issues. Our discussion forums are mainly for Cathletes to help each other and to communicate with each other. We will jump in when we can to help or answer questions, but you will usually get a faster and better response by contacting our customer service staff at
[email protected]
Also, all of our apps all come with the ability to request a new password and always have, but this only true if you register with us. Once you click on the sign up through the Apple link you leave our "app code work" and are transferred to the Apple login. Unlike, our app login this is not something we control or can change.
Lastly, our FAQ only has the most popular answers to questions our customer service team receives. Perhaps this issue should be added too, but I'm not sure how many people would actually see it. We find that most people that sign up through the Apple App Store never visit our sign up page on our website. Instead, they sign up through the Apple App Store by doing a search. Unfortunately, Apple has very strict rules on what we can and can not say about signing up on our app in their store. We are not allowed to mention that you can also sign up directly through us or what the differences are.
Normally, signing up for our streaming service is not a frustrating experience, but any kind of technology can be problematic and I am sure aggravating too. I'm sorry this has been the case for you, but for every problem, there is a solution. It just takes a little time and effort sometimes.
In talking to our customer service staff the most common login problem is an incorrect user ID. This id should be either your complete email address or everything in your email address to the left of the @ sign. I'm not sure if this will help you, but it might. Also, if you ave already canceled through Apple and only recently signed up they may not have charged you and or I would think they would refund your money. You can then sign up through us and get access to all of our apps and our customer service team can then help you with any login issues. Our customer service is available by email M-F: 9 am to 5 pm est. Hope this helps!