Common support answers, how to reach us and info about the Family.
ABOUT ETERNAL FAMILY
Since 2020, we’ve been building a collection of unique & rare films.
We are inspired by the old Ma & Pa video stores where your favorite discoveries are the ones you weren’t looking for.
Eternal Family is completely independent and supported by our subscribers. Your membership helps us license more unique films from rightsholders, keep Eternal running, and support our small team.
New films are added to the library every week. No Ads. Cancel anytime. Thank you for being a part of the Family.
For account support, you can contact eternal@uscreen.support
Support responses are handled by our platform provider and typically arrive within 24 business hours, Monday-Friday, 8am-4pm Eastern Time.
You can reach Eternal Family at family@eternal.tv
We are a tiny team and can't respond to everything, but we appreciate your support :)
Regional Note: Most Eternal Family titles are available only in USA & Canada due to licensing restrictions
COMMON QUESTIONS
Sign in on the web, select your profile picture, then open Purchases. Under Membership, choose Manage to change plans, pause or end your membership.
If Apple, Google Play, Roku, Amazon or another app marketplace bills you directly, manage the subscription through that same marketplace.
If you are unsatisfied, we are happy to refund your most recent charge. Please email eternal@uscreen.support from the address connected to your account.
If you subscribed through an app store, you will need to request a refund from the app store.
Use the password reset page and enter the email connected to your Eternal account. This also works if you joined without creating a password.
If the email does not arrive, check Spam or Promotions and search for “Eternal.”
Sign in on the website, choose your profile picture and open Purchases. You can update your payment method there and find previous receipts under Invoice History.
First, make sure you are signed in with the same email used for your Eternal account. If you originally subscribed through an app store, choose Already a Subscriber? and then Restore Purchase in the app.
Restore Purchase is only for subscriptions bought through an app marketplace. Website subscribers should use the normal sign-in.
Follow the prompt on the on-hold screen to add an updated payment method. Once the payment succeeds, access should return automatically. If the same card keeps declining, contact your bank or try another card.
If access does not return after a successful charge, email technical support above from the address on your account.
Watch in a web browser or through our apps for iOS, Android, Roku, Fire TV, Apple TV, Android TV and Samsung TV. Sign in with the same Eternal account on every device.
The linked device logos below take you directly to each app.
On the TV app, choose Sign in using another device. A code will appear. On your phone or computer, visit eternal.tv/connect, sign in, and enter that code. Your TV should connect automatically.
Try lowering the quality using the gear in the player. Then check your connection, stop other large downloads, update the app or browser, and restart your device and router.
On the web, try a different browser or a private window. If that fixes it, cached files or a browser extension may be interfering.
Make sure your phone or computer and TV are on the same Wi-Fi network. Open the film, choose the AirPlay or Chromecast icon, then select your television. If the device does not appear, restart both devices and confirm that your app or browser is up to date.
When downloads are enabled for a title, open it in the iOS or Android app and choose Download below the player. Downloading over Wi-Fi is best and helps avoid mobile data use.
If a download fails, update the app, confirm that you have enough storage and try again on a stable Wi-Fi connection.
Check the player volume and your device volume first. Make sure audio is not being sent to Bluetooth headphones, AirPlay or another connected device. Then close and reopen the app or browser and restart the device if needed.
When subtitles are available, use the captions or settings icon in the video player to choose a subtitle track. Subtitle availability varies by film and device.
Eternal is primarily available in Canada and the United States. Access from other countries may be possible, but the catalog can be substantially smaller because many films are licensed only for specific territories.
Please do not use a VPN or another method to bypass regional restrictions; protecting territorial rights is part of how we keep licensing these films.
Our catalog changes as licensing agreements begin and end. Titles may also vary by country. We always hate to see a good one leave the shelf, but subscription support lets us renew favorites and bring in new discoveries.
They are always-on, programmed streams built for discovery. It is more like wandering into a film already in progress than choosing from a menu. Eternal currently offers genre channels across Animation, Sci-Fi & Fantasy, Horror, Documentary and Action.
No. “Eternal Family” is our community, not a content rating. The catalog spans animation, horror, action, documentaries and other genres, and some films contain mature or disturbing material. Please check each title’s details and decide what is appropriate for your household.
Current web plans are USD $9.99 monthly, $27.99 quarterly or $99.99 yearly, each normally beginning with a seven-day free trial. Taxes may apply. The checkout page always shows the current price and renewal timing before you join.
We also offer a sliding-scale pricing option if needed. Simply email family@eternal.tv.
Try a shorter search or send us a note above.
APPS & CHANNELS
Watch in your browser, settle in with a TV app or take a film along on mobile. You can also wander into one of our always-on discovery channels when you would rather not choose.
LEGAL & POLICIES