Frequently Asked Questions

1.- What is Cocina ON? Cocina ON is a subscription streaming service that offers world-class cooking-related shows produced in Spanish. New shows are added weekly, so there’s always something new to watch. Within www.cocinaon.com you can enjoy our catalog that includes the largest number and variety of original gastronomic productions, prepared by experts. The most celebrated chefs in Latin America will bring you the flavors of your land through typical recipes, specials, trips and much more! You can explore local cuisine like never before, by traveling to hundreds of destinations in Latin America and the world. With your free trial you will have unlimited access, whenever you want, from the device of your choice and without commercial breaks. Then you can continue streaming by paying an affordable monthly fee. Start streaming a world full of flavor! 2.- How much does Cocina ON cost? Cocina ON offers two options: a monthly subscription (US$3.99/month) and an annual subscription (US$39.99/year). (Plus taxes, where applicable) 3.- How do I subscribe? Sign up for a free 30-day trial at www.cocinaon.com or download the app from your smart device (App Store, Google Play, Roku, Fire TV). Your free trial entitles you to 30 days of unlimited access to Cocina ON (new customers only). Once your free 30 days are up, you will be billed until you cancel your Cocina ON subscription. To cancel your trial before being charged go to www.cocinaon.com/myaccount or follow the instructions to unsubscribe at iTunes or Google Play. 4.- Where is Cocina ON available? Cocina ON is only available in the United States (and U.S. territories). We are working to launch in new territories soon. You can register at www.cocinaon.com/login or send us a message to request a territory (see contact information below) 5.- What happens if I travel with my US device outside the country and have an active subscription? Cocina ON’s programming can only be streamed within the US territory, with a US IP address and Internet service provider. 6.- Can I download shows to watch later? Not right now. We hope to have this functionality in the near future. 7.- How do I manage my account? Go to www.cocinaon.com/myaccount or go to cocinaon.com, login and then go to My Account. To manage an account billed through Apple or Google (app stores), go to the App Store on your Apple device or Google Play on your Android device and go to the subscriptions section. 8.- Which devices support Cocina ON? All you need is an Internet connection and a device to watch on. Cocina ON is currently available on iOS and Android devices, Roku, Amazon Fire TV, Fire TV stick, Apple TV, Chromecast, and web. 9.- How can I watch Cocina ON on Roku? Follow the steps below to access Cocina ON’s content on your Roku device: • From the Roku home screen, select Streaming Channels • Select Search Channels • Search for Cocina ON • Follow the on-screen instructions to add the channel. • The Cocina ON channel should now appear on your home page with your other channels. Open the Cocina ON channel. • From the menu, select Login If you have purchased a subscription via the web, select "Already have an account? Login." Enter the email and password you used when you subscribed. If you have not already purchased a subscription, click "Don't have an account? Sign up," and follow the on-screen instructions. Note that you cannot use a coupon code when you signing up via Roku. If you have a coupon code, register at www.cocinaon.com first. Once you are logged in, you may begin watching Cocina ON. 10.- Can I install the app on several devices at the same time, under the same account? Yes, currently, we have a limit of 5 devices per account. 11.- I don’t see my device listed. When will you have an app for my device? We are working to expand the range of devices that support Cocina ON. If you have a specific request for a supported device, please email us at: consultas@cocinaon.com for further assistance. 12.- How do I get more information about premiere dates and new shows? Please follow Cocina ON’s Facebook (https://www.facebook.com/encocinaon/) and Instagram (https://www.instagram.com/cocinaon) pages for the latest updates about premiere dates and new shows. Also register for the newsletter to receive news about shows and recipes. 13.- When does Cocina ON add new shows? Cocina ON adds new shows every week. If you're not seeing new shows, please try exiting the app or channel on the device you use to watch, or refreshing the page. 14.- I'd like to request a show. While we cannot respond personally to all content requests, our programming team regularly reviews requests. Please contact us with any suggestions. Thank you for your feedback! 15.- I’m looking for a specific title, what do I do? You can use the search feature at the top right corner on the website, or within the app menu. 16.- How will I know if I have watched an episode? You can identify the episodes you’ve already watched with the progress timeline on the episode. It will show you if you still need to complete it. 17.- How do I access Cocina ON from the browser on my phone or tablet? Apple Users: You can watch Cocina ON via web browser by logging in to www.cocinaon.com. If you have an Apple TV, you can use AirPlay on your iPhone or iPad to cast to your television. If you're a Chromecast user, you can download the free Google Home app in order to cast Cocina ON to your television. Android Users: You can watch Cocina ON via browser by logging in to www.cocinaon.com. If you're a Chromecast user, you can download the free Google Home app in order to cast Cocina ON to your television or cast directly from the Chrome browser to your device if it supports casting. You can also log in to your Cocina ON account from any other compatible device, including Roku, Amazon Fire TV, and via web at www.cocinaon.com. 18.- How/Where can I report a technical problem? For any technical problem, please contact us at: consultas@cocinaon.com Please make sure you specify: name and email used to register on the platform, device where you found the issue, operating system if applicable, version, description of the problem and pictures if possible. You will receive a confirmation email and our team will respond to your questions as soon as possible. 19.- What happens when my free trial ends? If you provided a credit card in the registration process, you will be charged automatically according to your selection of monthly or annual subscription. If you don’t have a valid payment method, you will need to enter payment information to continue having full access. 20.- Can videos play simultaneously in different devices? Yes, you have a limit of 2 simultaneous devices receiving videos. You can play the same video on two different devices at the same time. 21.- How do I unsubscribe from emails? To unsubscribe from our newsletter, please click on the unsubscribe link at the bottom of the newsletter. 22.- How can I share this app? You can share any video on the app by clicking the share icon below its title. Its works the same way as the sharing function does in any other application. 23.- How can I gift a subscription to a friend? You can subscribe for a month or a year using your friend’s e-mail address or you can use your email address and, then, send him/her the access information. We do create special campaigns where Cocina ON gives the possibility of buying subscription gift cards. Register to our newsletter and follow us on Facebook and Instagram to learn when we have promotions running. Account, signing up, and billing questions 24. Who is Cleeng and why do I need a Cleeng account? Cocina ON has partnered with Cleeng to manage our video e-commerce activities. Cleeng is a leader in this field. Cleeng simplifies access to our content and provides customer service. It takes just a few seconds to create a Cleeng account at cocinaon.com or any compatible device, and then purchase a subscription to Cocina ON using Visa, MasterCard, Amex, or PayPal. Note: Cleeng does not own any of the content rights on Cocina ON. To find out more about Cleeng, visit www.cleeng.com 25. How do I sign up? To sign up via the web, visit cocinaon.com and select the Login link. For other devices, subscribe to the trial using the app store or first sign up on the web and then log in at your other devices. When you sign up, you will receive a 30-day free trial. If you enjoy your trial, do nothing and your membership will automatically continue for as long as you choose to remain a member. You may cancel any time. 1. Create your account by providing an email address and password 2. Select the monthly subscription option. Coupons only work on certain devices. 3. In the next dialog, select a payment option (either credit card or Paypal) 4. Enter your payment details. If using a mobile app (iPhone, iPad or Android device), click the Sign up link at the bottom of the screen, and follow the on-screen instructions. Have a coupon? See below. Note: For Apple TV, Roku and Fire TV, subscribe via the web. Once you are subscribed, follow the instructions for the respective platform to add the Cocina ON channel to your device. 26. How do I cancel my subscription? We will be sorry to see you go, but if you want to cancel your subscription, follow these steps: If you subscribed via the website: 1. Log in to your Account at cocina.com. 2. Once you have logged in, go to My Account 3. A pop up with your subscriptions will load. Click on the button next to it to cancel your active subscription If you subscribed via an app store, please go to your subscriptions under the corresponding app store to manage. 27. How do I use a coupon? Note: Coupons can’t be redeemed within iOS or Android apps. If you received a coupon visit Cocinaon.com, redeem the coupon when purchasing a subscription: 1. Create your account by providing an email address and password 2. Select the monthly subscription option. 3. In the next dialog, before entering payment details, click the "Redeem coupon" button in the top right of the form. 4. Enter the coupon code, and click "Activate". If the coupon code was entered correctly, and the coupon has not expired, you will see the revised subscription details. Proceed with entering your payment details (if applicable) to complete your purchase. 28. How do I update my payment information? To update or remove your payment method, or to remove your credit card info from your account, follow these steps: 1. Go to My Account and log in. 2. Go to Settings. 3. Scroll down and click on the Change button, next to "Your credit card details". 4. Or, to remove, click remove. 29. Is my credit card secure? Absolutely! Your profile, balance and access information are securely stored on Cleeng servers, our payments partner. All transactions are done on Cleeng servers using 256bit SSL encryption. Payment processing meets the highest PCI compliance standards. 30. My payment was rejected. What can I do? Try these steps: • Double-check that you entered in the correct billing details, including expiration date, and the CVC code (the three or four digit code on the back of the card). • Your bank may be refusing the payment. Contact them using the phone number on the back of your card. • In rare cases a credit card payment is blocked due to Cleeng’s fraud filters. Try a different payment method. If none of those work, please contact us at consultas@cocinaon.com 31. What is your refund policy? How do I request a refund? Cleeng only processes a "Refund request" coming in via the refund request form. Requesting a refund does not mean it will be granted automatically. To understand the refunds process, check the Cleeng Terms & Conditions that apply: An automatic refund will only be granted in the case of a user making a double or multiple purchases using the same registration/login data. Allow 24-72 hours after the refund request was submitted for it to be processed. 32. Why hasn’t my subscription renewed? By default, subscriptions are renewed automatically. However, sometimes you may notice that your subscription plan wasn't automatically renewed. In such a case you will get an automated email notification and 48 hours to act upon this feedback. There are two main reasons for a failed renewal: • Your bank didn’t approve the transaction due to its own internal policies. Please contact your bank directly to obtain more information. • Your credit card has expired. Update your credit card details in your account. Simply click on the link we will send you in the automated notification email or Login with your email and the affiliate password, click on 'Settings' and update your credit card info. After 48 hours and no action from your side, the auto-renewal won't be possible anymore and your subscription will be automatically cancelled. You will need to subscribe again to start a new subscription cycle. 33. I signed up with my Google / Facebook account. How do I log in on Roku / Fire TV / Apple TV? Unfortunately, the Roku, Fire TV and Apple TV apps do not have a social login option, so there is a bit of a speed bump when it comes to signing in. The workaround for this is: change your password in the www.cocinaon.com web application. Click on the profile menu at the top right of the screen, select My Account, and click the Change link at the top right of the dialog. 34. Still need help? Please initiate a support request via consultas@cocinaon.com