Frequently Asked Questions
Account Management Support
- Does Graboid have any downloading restrictions?
Only a few! Free trial users are restricted to files that are 2,000MBs or less and non HD quality. To instantly gain full access to videos, go to your Members Area and upgrade to one of our Premium Memberships.
- Does my bandwidth roll over from one month to the next?
Active subscriptions renew every month and any unused bandwidth at the end of the month will be replaced with your new bandwidth. If you choose to cancel your account at any time during the month, any remaining bandwidth will be available until your account expires.
- What happens if I upgrade my subscription but still have remaining MBs in my old account?
Upgrading your subscription will automatically reset your MBs to the newly allotted amount for the new subscription and any unused bandwidth will not be carried over. Make sure you use up your bandwidth before upgrading your subscription so that you don’t lose out on any bandwidth you have already paid for!
- Why are some video files grayed out in my free trial?
Files over 2,000MBs or videos of HD quality are grayed out because they are not accessible during your free trial. To gain instant access to these videos, go to your Members Area and upgrade to one of our Premium Memberships.
- How long is the Free trial and how many videos can I download?
You have 2,000MBs of videos to enjoy! Video sizes vary and there is no way to guarantee how many videos you will be able preview but we do recommend that before you download a video, check out the ‘Size’ column to see how large the file is and how many MBs will be deducted from your remaining bandwidth.
- What should I do if I didn’t receive the email to verify my account?
Oops, sorry about that! Click here to get the verification email sent again. *Be sure to double check your spam and junk mail folders, just in case!
- I signed up for a free trial, and now it’s asking me to pay. What do I do?
This is probably because you have logged into the website and not the Graboid application. To log into the application, locate the Graboid TV icon on your desktop and double click on it. Once this is launched, you can log in with your user details to view the available videos.
- How do I upgrade my account?
There are two simple ways to upgrade your account: Option 1: If you are logged into the Graboid application, click the ‘Account‘ tab. This will take you to the ‘Members Area’ page where you can choose the subscription of your choice by clicking on ‘Membership Type’. Once you’ve made your selection, click the ‘Upgrade’ button. You will be asked to enter your billing information on the payment screen. Before clicking ‘Subscribe’ and ‘Pay’, be sure to double check that all the information is entered correctly. Option 2: If you are not logged into Graboid, go to www.graboid.com and log in (top right corner). Once logged in, you will be taken to the ‘Members Area’ page where you can choose the subscription of your choice by clicking on ‘Membership Type’. Once you’ve made your selection, click the ‘Upgrade’ button. You will be asked to enter your billing information on the payment screen. Before clicking ‘Subscribe’ and ‘Pay’, be sure to double check that all the information is entered correctly.
- I recently upgraded my account and my new bandwidth isn’t showing.
The next time you launch the Graboid, your new MBs will be updated. Sometimes the application needs to be refreshed in order to reflect this.
- How can I update my credit card information or email address?
Once you are logged into the Graboid application, click on the ‘Account’ tab. In the sidebar you’ll see ‘Useful Links’. Click ‘Change Password/Edit Profile’. You can now make and save your changes. You may not see it update right away on your account page, but it will save immediately in our system.
- How do I access the downloaded files on my hard drive?
To play a video directly from your hard drive, you will need to know your download file path. To find this, click the “Preferences” tab in the Graboid application. This will show you the “Completed Downloads Path”. Follow that path on your hard drive to locate your videos. To play the video, open the video folder, right click on the video file, and choose “Play in the VLC Media Player”. If you have internet access, you can also access your downloaded files by logging into the Graboid application and clicking on the “locate” button.
- What happens if I delete a file within my Graboid application?
If you click ‘delete’ on a file in the ‘Completed Files’ section of your ‘Downloads’ tab or delete it from within your ‘Graboid Completed’ folder on your hard drive, the file will be completely deleted from your computer. If you are deleting the file from within Graboid, you will need to confirm that you want to delete the file prior to removing it. If you select ‘Yes’ the file will be permanently removed from your computer. If you want to quick delete the file, you can turn off the Confirm Delete option in the Settings menu of the Graboid application. Note: Deleting a file will not restore that amount of bandwidth to your account.
- How do I cancel my service?
You can cancel your service by logging into your account on the website (located on the top right hand side of the page) or from the ‘Account’ tab in the Graboid application. Under ‘Payment History’, click ‘Cancel’ on your active subscription and follow the prompts to confirm cancellation.
- I updated my credit card info but it’s still not showing up.
It will take a few minutes for your newly added credit card information to show up in your account. But don’t worry, it will be updated immediately in our billing system.
- I keep getting a CVV2 error but the 3 digits on the back are correct.
We often find that if you are declined on your first payment attempt, the system will automatically reset the expiry date information on the sign up form. If you do not change the expiry date, it can cause a CVV2 error. Before clicking ‘Subscribe and Pay’, we recommend double checking all the billing information.
- Can I use my Graboid account on more than one computer?
You can use your Graboid account on any device that has the Graboid application installed. However, for access to all of your previous downloads, you will need to make sure the ‘Completed File Path’ exists on all the devices. It is best to contact Customer Service prior to downloading videos on a new device, so that the paths are set-up correctly. Note: If you download a video and save it to your computer, it will not show up on others devices.
- I’m trying to create an account with Graboid, but it’s saying I already have one.
This usually happens if someone else has created an account on the computer in the past, or if the IP address is temporarily blocked. Please contact Customer Service to unblock the email address and reset your settings so a new account can be created.
- How do I play a video in full screen using the ‘Play’ option for my downloaded videos?
To play a downloaded video on a PC in full screen using the ‘Play’ option, double click on the video once it starts playing. The video will then conform to the size of your screen. To exit out of full screen mode, double click on the video to minimize your screen. While in full screen mode, you can also do the following by pressing the key on your keyboard: M – Mute T – Show Time Played/ Time Left Space Bar – Play/Pause S – Stop F – Full screen Note:If you are a MAC user, you will want to play the video in the VLC Media Player.