Frequently Asked Questions

MY ACCOUNT

I already have a Shaale account but I am unable to login

• Please make sure you are using the right credentials (Email & Password combination) to login.
• If you had used social login (Google / Facebook) to signup for an acccount, you will have to login with the same. Click “Continue with Google” or “Continue with Facebook” as applicable
• You could try resetting your password by using “Forgot password” in the login screen. A link to reset your password shall be emailed to your registered email address
• If you are still facing issues, call / whatsapp us on +91 9964900111

I am trying to Sign up for an account but I am unable to proceed since my phone number already exists

Every new account on Shaale needs a unique phone number. If you have already used your number to create an account on Shaale, you will not be able to use it again to create another account. Please use a different phone number or login to your existing account. Connect with us for any support.

I am unable to make changes to my email or phone number in My Account

Your email address & phone number are linked and locked together to secure your Shaale account. If you need any edits on the same kindly connect with us.

SHAALE - SUBSCRIPTION

What is included in the subscription?

Unlimited access to Shaale with curated livestreams, live-workshops, on-demand videos, pre-recorded lessons, albums and more..

How do I subscribe?

Head to shaale.com/subscribe and make a payment using your Credit card / Debit card / Netbanking to subscribe

What are the modes of payment accepted?

Domestic Payments (Within India) - All major Credit Cards, Debit Cards, Netbanking, Digital Wallets & UPI.

International Payments (Outside India) - Paypal & International credit cards

Does my subscription auto-renew?

Yes. But you can choose to cancel your subscription anytime under myorders.shaale.com

How do I cancel my Subscription?

You can cancel your subscription anytime by navigating to My Orders > Subscription. Your existing subscription will be valid until the end of your subscription duration.

I cancelled my previous subscription but I would like to subscribe again?

You can login to your Shaale account and renew your subscription anytime at www.shaale.com

I have logged in but I am unable to access content

Your subscription might have ended due to a lapse in payment / auto-renew. Kindly check your subscription status under My Orders > Subscription. Your subscription starts from the day you successfully complete the payment to the end of your subscription duration.

Do you offer group / bulk subscriptions?

Yes. We do. Connect with us.

What if I need help with my subscription, or payment, or anything for that matter?

Please connect with us by phone / whatsapp (+91 9964900111) or via email support@shaale.com.

How do I share my feedback or request for specific content / feature?

Please email us at support@shaale.com

Can I download the content for offline viewing?

Not currently. We may update it in the future.

ONE TIME PURCHASES

What do I get once I buy one-time access to content on the platform?

You will be getting access to the content on the day of the event / release. In some cases, based on the organizer / artist’s approval / agreement, the archival video may be available on demand. Please read the description before making a purchase.

What are the modes of payment I can use to buy access?

Domestic Payments (Within India) - All major Credit Cards, Debit Cards, Netbanking, Digital Wallets & UPI.

International Payments (Outside India) - Paypal & International credit cards

I am from outside India and I have made multiple attempts to buy access but the payment is not going through.

Most international payments fail due to the following reasons ::

• Payment declined by bank: Payment is declined by the bank gateway where the exact reason is not disclosed by the bank. Banks usually decline the payments when the transaction is not verified, suspecting a certain risk factor (fraudulent transaction) or the customer’s transaction deviates from his current purchasing pattern.
• Transaction to this account is not permitted: The account used by the customer is not supported for this transaction and hence blocked by their bank. The customer will have to contact their bank regarding this for further assistance. We see that these errors occur due to declining at the customer's bank end. We kindly request you to try an alternate card / payment method or to get in touch with your bank regarding this.

What is the validity of my purchase?

• Lessons by default have lifetime validity unless otherwise mentioned.
• Performances / Events / Livestreams / VODs are only valid upto 30 days or until the video on demand expires (whichever is earlier). The video on demand duration varies on a case by case basis, subject to the organization’s / independent artiste-s approval / choice. Some events may expire as soon as the livestream ends. Kindly study the description to understand if archival videos / video on demand shall be available. Any such archives / on-demand videos can be removed at any time for various reasons. Please read our terms of service for more details.

I have made a purchase but I am unable to access

• Kindly make sure you are logged in with the same account (Email address) with which you made the purchase. You can verify the same by heading to myorders.shaale.com
• If your payment mode has been deducted with the payment but you cannot find your order under My Orders, kindly contact us along with your email address.

I am unable to watch a livestream on the Shaale mobile app

Live streams are currently not supported on Shaale mobile apps (Android or iOS).

You can access the livestream on any browser (Safari / Chrome / Firefox) on any device (Desktop / Laptop / Tablet / Mobile Phone)

Can I download or access the content offline?

Currently, No. We may offer this feature in the future.

I have problems accessing the stream

• Check your internet speed at testmy.net or speedtest.net. You will need a minimum of 2 MBPS download speed to view the stream without buffering
• Use the gear icon on the video player to reduce the resolution . quality of your stream or select Auto to let the video player adapt to your available bandwidth.
• Try clearing the cache & history on your browser (Chrome / Firefox / Safari etc.)
• Try accessing from a different device / browser
• Call / Whatsapp us on +91 9964900111

Is the payment recurring?

No. The payment will be a one-time purchase for that particular piece of content.

What if I need help?

Write to us at support@shaale.com or Call / Whatsapp us on +91 9964900111