Coastalwatch Plus – Frequently Asked Questions

3 Feb 2014 37

Customer service is available Monday to Friday, 9am - 5pm AEST.
Contact us through email : customerservice@coastalwatch.com
or phone: 1800 20 75 02 or +612 9965 7313

How do I sign up for Coastalwatch Plus?
To sign up for a Coastalwatch Plus account you will need to click on the TRY PLUS button on the top right hand corner of the site. You will be required to fill in your personal info and payment details. An activation email will be sent through and once activated your account will be live and ready to use.

I'm not getting the Activation email?
If you do not receive the account activation email, please contact us straight away so we can manually activate for you. Email customerservice@coastalwatch.com or call 1800 20 75 02

What happens at the end of my Coastalwatch Plus 4 week trial?
Once you come to the end of your 4 week trial period, your credit card will be charged for the nominated subscription term chosen during sign up. This is an automated payment and will occur on the same date each year unless we are notified otherwise.

After my subscription period has ended, do I continue to be charged?
Your account will continue to be charged at the same rate that you originally signed up at. This is agreed to in the Terms & Conditions of the site:
Coastalwatch PTY LTD will automatically charge the account nominated during the registration period, unless notified by you to cancel the subscription.

Can I cancel at any time?
Coastalwatch Plus has a risk free guarantee: Cancel your membership at any time and receive a 100% refund of unused months and avoid future charges. For your convenience your renewal fees will be automatically charged at the same rate when you signed up so you avoid any membership price rises and joining is risk-free.
To cancel your account, please email or call Customer Service and we will sort this out for you. If at any time you wish to come back, you can simply sign back into your previous account and make payment.

Can I use the Coastalwatch Plus site on my mobile device?
Coastalwatch Plus is available to view on most mobile devices, including iPhone, iPad, Android & Windows 8.

iPhone & iPad:
Apple based devices are supported by Coastalwatch plus. Simply open our website on your phone's internet browser and you can immediately enjoy all the features Coastalwatch Plus has to offer, including LIVE camera vision.
You can also log into your Coastalwatch Plus account in the SurfStitch Surf Check app, available through the iTunes store. Logging in will unlock all premium features of the app including Ad-Free Live Camera vision as well as alerts.

Android:
Most Android based smart phones are supported by Coastalwatch Plus. Simply open our website on your phone's internet browser and you can immediately enjoy all the features Coastalwatch Plus has to offer, including LIVE camera vision.

You can also log into your Coastalwatch Plus account in the SurfStitch Surf Check app, available through the Google Play store. Logging in will unlock all premium features of the app including Ad-Free Live Camera vision as well as alerts.

Windows 8 Phone:
Most Windows based smart phones are supported by Coastalwatch Plus. Simply open our website on your phone's internet browser and you can immediately enjoy all the features Coastalwatch Plus has to offer, including LIVE camera vision.

You can also log into your Coastalwatch Plus account in the Coastakwatch Windows 8 app.

I've forgotten my account password?
Head to the log in page and click on the link ‘Forgot Password’. This will prompt you to enter in your email address and we will email the details through to you. If this doesn’t work, contact Customer Service. We’ll help you out.

How do I change my account password?
To update your password you will need to do this in your account under 'Settings' in the drop down menu.

How do I change my billing & contact details?
You can update your billing and contact details under 'Settings' in the drop down menu. Updates to your email address will need to be done by Customer Service.

Can I view payments I have made?
You can view all payments made in your account under 'Your Account' in the drop down menu.

How do I receive Member Benefits chosen during sign up?
After your trial period, once you are a full paid member, your member benefit gift chosen in signup will be fulfilled. This will either be emailed or posted, depending on the gift it is. If you have any questions about the whereabouts of this, please contact Customer Service.

How do I access exclusive member discounts?
Coastalwatch Plus members are offered exclusive industry discounts, this is displayed in the Account section of the site. Click on your user name and choose Member Benefits in the drop down menu.

How do I log my surf in the Surf Diary?
Choose the date of your surf from the calendar, and the location. Rate it out of 5 stars, 5 being sick and 1 being a dud. Type in your comment and click ‘Log Surf’. If you’d like a little more detail, click on the link to view all your logs.  At the same spot an ‘Advanced Logger’ button will appear. From here you can add a Surf Report, Session Details – including surf duration, Board/Surf Craft – and attach some photos or video.
How do I set up Wave Alerts?
Wave alerts can be set up in your selected requirements and emailed through to you as often as you like. As a yearly member, you will also get 10 free SMS alerts per month. Head to the account tab and click Alerts on the drop down menu. Click 'New Alert' and enter in your desired requirements

How do I use the Wave Tracker?
Wave Tracker is a ONE of its kind tool for Australia! In basic terms, it is a state of the art wave forecasting system. It combines data, giving you the most up to date and long term forecasting for Australia, Indo, Maldives & more. Follow the swell direction from the global map, and zoom in to your local area. Press the Play button display the next 7 days swell ,without you having to lift another finger. You can save your favourite locations in 'Your Saved Views', allowing for easy access to the info that you want.

How do I make the cameras full screen?
When viewing the camera of your choice, simply click on the arrow icon on the bottom right hand corner of the player. This will bring the camera into full screen mode.
To go back to normal view, press ESC on your keyboard.

How do I see camera replays & live stills?
To view the replays & live stills , click on the 'Live Surf Cam' tab to the top left of the camera. A drop down menu will appear.

Why can't I view the cameras?
If you are experiencing trouble viewing any of the cameras this may be due to the player you are using to view them. Many cams use Adobe Flash Player; so make sure this is downloaded on your computer by clicking here: http://get.adobe.com/flashplayer/ . Trying an alternate internet browser may also help.

How can I tell if a camera is offline?
If a camera is offline a message will appear where the camera vision would usually be. We will do our best to advise an ETA and reason. If you have any questions as to why a camera is down, please contact us: customerservice@coastalwatch.com


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