FAQ & SUPPORT

Thank you for supporting HDpiano, we’re always listening to you. Before sending us a message, please read our short FAQ section below.


WHAT DO I GET WITH MY SUBSCRIPTION?

As a subscriber to HDpiano.com, you get exclusive streaming access to four times as many videos as our free YouTube subscribers. This includes all of the ‘part 2, 3, etc.’ videos for every song. If you’re interested in learning full songs from HDpiano, becoming a member is the only option. Additionally, our video player features tools like speed control and looping for desktop and mobile that aren’t available on YouTube.


WHY DO I NEED A CREDIT CARD OR PAYPAL ACCOUNT TO START A FREE TRIAL?

Just to clarify, our 30-day free trial is absolutely, 100% free. You get unlimited access to our song lessons just like a paying member from Day 1. We require a valid payment option to ensure that once the free trial is over, you’re capable of paying for your full subscription. It’s your way of showing that you are seriously interested in our service, even if you don’t decide to pay for it.

We trust PayPal and Stripe to manage and process our subscription payments. Both are trusted, worldwide payment services; learn more about their safety here: PayPal, Stripe


CAN I DOWNLOAD THE SHEET MUSIC OR MIDI FILES FOR YOUR LESSONS?

We create corresponding sheets for our lessons that are located in a link on each lesson page. Musicnotes is the exclusive vendor of these sheets- they manage the legal essentials that allow us to include these sheets on HDpiano.com. A discount code for paying subscribers can be found next to each sheet link. MIDI files are currently unavailable for sale or distribution.


I COMPLETED MY ORDER. HOW DO I VIEW THE MEMBERS-ONLY VIDEOS?

First, are you sure you’re logged in? Ok, good. Did you complete your order within the past 15-20 minutes? If so, please give us a few minutes to receive confirmation from PayPal or Stripe in order to activate your subscription (it shouldn’t take more than 20 minutes). Finally, if you’re still having trouble, there is a chance that your order didn’t go through properly. Visit the My Account page and login to your account. If your subscription status is “Active” or “Processing” you should be good to go. If it is “Pending” that means that your order did not go through. Cancel the “Pending” order, and please try checking out again.


I AM HAVING TROUBLE LOGGING IN. HOW CAN I FIX THIS?

Many login issues are caused by using the wrong username. Your username is the first half of your email address. For example, if your email address is “hdpianorocks@hdpiano.com”, your username would be “hdpianorocks”. If you’re having trouble logging in on a video page, you can login directly on the My Account page. If you can’t remember your password, you can always reset it here: Reset Password. If you’ve tried all of these steps and still can’t login successfully, please contact us below and provide your username (and order number if available).


I JUST WANT TO LEARN ONE SONG. DO YOU HAVE AN OPTION FOR ME?

If you truly only want to learn one song from our vast library, we’d recommend utilizing the monthly subscription option and canceling when you’re finished. But we’d love to have you around for a few more songs!


HOW DO I CANCEL MY FREE TRIAL OR SUBSCRIPTION?

You can change the status of your subscription at anytime by visiting the My Account page and logging in to your account. If you have an active subscription (“Active” or “Processing” status), you can simply click “Cancel” to stop your automatic payments and cancel your subscription. If you cancel before the end of your 30-day free trial, you will never be charged a penny. Similarly, you can renew your cancelled subscriptions at anytime as well.


WHAT IS YOUR REFUND POLICY?

Our basic stance is that we have “a no refund policy”. We offer a free trial to our subscription so anyone can try out the site risk-free to see if they like it or not. If a customer is not satisfied, we expect that they will cancel their subscription within 30 days, before their 1st payment. With that said, we don’t want anyone paying for our service who doesn’t truly want it, so if you contact us within 7 days of your subscription payment, we’ll happily refund your payment.


SONG REQUESTS

Let us know what you’d like to learn by voting in our requests database! You can submit something new or add your vote to an existing request. Fast, simple, fun!


CONTACT US

If your question still hasn’t been answered in the FAQ above, please send us a detailed message below.