Support & FAQs

Platform Questions

How do I sign out of my Cloud subscription?

1. Hit the “Account” tab in the Navigation bar (top right)
2. Within the pop-up window hit the “logout” button.

How do I download the videos and sermons?

Videos and Sermons are not downloadable. 
All content can only be viewed exclusively on Cloud.

How do I search for specific sets and worship leaders?

Currently, we don’t have a search function build within Cloud. 
We plan to roll out this feature in the future.

Do you have lyrics or closed captions?

We do not have lyrics for prayer sets, we do however have them for our Sunday Services.We do not offer closed captioning at this time.

Are ALL the prayer sets and services going up on Cloud?

Yes, all of our streamed prayer sets and services will be uploaded to the platform.

Where is the Home button?

Our logo icon in the navigation bar, “UPPERROOM CLOUD,” functions as the home button on the platform.

When do you update Cloud?

We update Prayer Sets and Services weekly.
We add Training Sessions and Events on a monthly basis.

How can I watch content on my phone or tablet?

At the moment you can only watch Cloud on a desktop computer.
However, there are plans to roll out tablet and mobile compatibility soon.

Is there an app for Cloud?

At the moment, Cloud is only available through the web and viewable on any desktop browser.

How do I log out?

You can log out by clicking the “Account” link and then the “Logout” link within the account panel.

Membership Questions

How much does a Cloud Subscription cost?

A Single Subscription costs $10/mo, and is limited to one user per account.

How can I pay for Cloud?

Cloud can be paid for using a debit or credit card.

Can I pay for Cloud with a Check or Cash?

We do not offer options to pay with check or cash.
However, you can purchase a Cash Prepaid Gift Card and purchase a subscription.

Can I pay for more than one month at a time?

It’s not possible for users to pay for more than a month at a time.

How can I cancel my membership?

You can cancel your account at any time within the Account Panel.
You can access this panel by clicking Account within the Navigation bar at the top of the page within Cloud.

Can I upgrade from a single account to a group account?

Yes, at any time. This can be done through the Account Panel.
First, you click the Memberships tab and then cancel your account.
Following this, you can subscribe to a new membership using your same username and password from our landing page.

Can I downgrade from a group account to a single account?

Yes, at any time. This can be done through the Account Panel.
First, you click the Memberships tab and then cancel your account.
Following this, you can subscribe to a new membership using your same username and password from our landing page.

Do you offer any non-profit discounts?

Not at this time.

Do you offer any special pricing for students?

Not at this time.

How do I change my password?

Click the “Account” tab on the top right. 
After that click “profile” and then type in a new password under the “Password” section.

How do I change my email?

You can change your email within the Accounts pop-up window.

Privacy Questions

Do you collect any user information?

We collect the name & email you provide. We cannot view the password your may have used or have any access to the payment information you submitted.

How do you process payment data?

Upon submission, your payment data is encrypted within our secure portal and sent Stripe (our payment processor) for processing. We do not, at any point, have access to view or change your payment info.
You can learn more about Stripe's security protocols here.
You can learn more about Memberstack's security protocols here.

What are your security protocols?

We're ISO 27018 compliant to protect your personal information. We are SSL encrypted and PCI compliant at every level of the platform. We use industry-standard security configurations and only work with platform vendors that maintain up-to-date security documentation.

Do you use cookies?

We do use cookies to track site usage data to provide you with better, data-driven, services and features. You can block the use of cookies at any time using your web-browser.

Technical Support Questions

I’m getting a “Javascript Error” page when I try to log in or view content.

In order for Cloud to function we require javascript to run on pages.
Please enable Javascript on your browser or turn off your adblocker to access the content.

I’m unable to load a video.

There are a number of troubleshooting steps you can take to ensure faster stream times. We suggest . . .
1. Checking your internet connectivity speed and reception
2. Checking or restarting your modem or router
3. Clearing your browser’s cash and cookies
4. On older computers, closing other programs or tabs that may be slowing it down.
NOTE: We do not offer personalized customer support for buffering issues at this time.

The videos are loading slowly.

See “I’m unable to load a video.”

I can’t see the videos on my phone.

Cloud is only available on desktop at the moment.
Mobile and tablet compatibility is a feature we plan to develop soon.