Can't Access My Rental or Video On Demand (VOD)

Access your rental

After purchasing a Video On Demand, you'll receive a confirmation email from Gathr with this subject line:

Your Video On Demand confirmation for [Film Name]

From this email, you can:

Select Watch on the web to begin watching on your device.
View your Access Code.
View your rental window, including:

Start Watching By – the latest date you can begin watching your rental.
Finish Watching Within – the amount of time you have to finish watching once playback begins.

Be sure to start watching before the Start Watching By date. Once you've started, you'll have the time shown in Finish Watching Within to complete your rental.

Note: To find this email, navigate to your email inbox, and search for “Your Video On Demand confirmation for [Film Name]” - be sure you check the same email inbox that you used to make this rental purchase initially.

I Can't Find My Confirmation Email

If you can't find your Video On Demand confirmation email:

Check your Spam or Junk folder.
Search your inbox for the film title or "Video On Demand."
Make sure you're checking the same email address used to complete your purchase.

The "Watch on the Web" Button Isn't Working

If selecting Watch on the web doesn't open your rental:

Refresh the page and try again.
Open the link using the latest version of Google Chrome.
Make sure you're signed in with the same email address used for your purchase.
Clear your browser cache and cookies.
Disable any browser extensions that may interfere with video playback.

If the issue persists, contact Gathr Support.

The Video Won't Play

If your rental opens but won't play:

Refresh the page.
Close any unnecessary browser tabs or applications.
Check that your internet connection is stable.
Ensure your volume settings are correct.
Try another supported browser or device.
Use the latest version of Google Chrome for the best viewing experience.

My Rental Has Expired

Video On Demand rentals are available for a limited time.

Your confirmation email includes:

Start Watching By – the latest date you can begin watching.
Finish Watching Within – the amount of time you have to finish viewing after playback begins.

Once the rental window expires, the title is no longer available unless another rental or purchase is offered.

My Payment Was Successful, but I Can't Watch My Rental

If your payment was successful but you still can't access your rental:

Wait a few minutes and refresh the page.
Confirm you're using the same email address used to complete your purchase.

If you're still unable to access your rental, contact Gathr Support.

Still Need Help?

If the steps above don't resolve the issue, please contact Gathr Support and include the following information:

Film title
Email address used for the purchase
Order ID (found in your confirmation email)
A screenshot of the error message (if applicable)
Your browser and device

Providing this information will help our Support team investigate your issue more quickly.

Can't Access My Rental or Video On Demand (VOD)

Purchased or rented a Video On Demand (VOD) title but can't start watching? This guide will help you access your rental and troubleshoot common playback issues.