How can
we help?

Enter your username and password exactly as provided in your membership confirmation. Usernames and passwords are case-sensitive.

If you have forgotten your details or still cannot sign in, request login help using the email address linked to your membership. Please do not send us your password.

If your account appears to be blocked, see “Why was my username blocked?” below.

Check your internet connection, reload the page and try the video again in a recent version of your browser.

If the problem continues, contact technical support. Include the website, the video title or link, your device and browser, and any error message. You can attach a screenshot or a short screen recording.

Your membership login details are sent by email after you join and should arrive within 10 minutes. Check your inbox and spam or junk folder, and make sure you are checking the email address entered when you joined.

If your details have not arrived after 10 minutes, request login help. Include the website and the email address used for your membership so our team can check.

An account can be blocked when many different IP addresses use the same login details or when there are repeated unsuccessful login attempts.

Never share your username or password. Sharing your username/password is a breach of contract and will result in immediate termination of your account.

If you have made repeated unsuccessful login attempts, wait at least 10 minutes before trying again. If you still cannot sign in, request login help from the email address linked to your membership.

A daily download limit applies. If your access has been blocked because of download activity, contact membership support for help.

Website mirroring, ripping and scraping tools are not permitted.

For streaming, use a recent browser version and the player provided on the website. A downloaded video needs a media player that supports its file format.

If a file will not play, contact technical support and tell us the filename or video title, your device and the player or browser you are using.

Check your internet connection and that your device has enough free storage. Reload the page and try the download again. If you use a download manager, try your browser’s normal download option.

If it still fails, contact technical support. Include the website, the video or file link, and the exact error message. A screenshot or short screen recording can help us understand the issue.

Download and playback performance can depend on your connection, internet provider, other transfers on your network and the route to our servers.

Try pausing other large downloads and using a stable connection. Check whether the issue affects other websites too.

If it continues on our website, contact technical support with an example video or file, your device and browser, and a description of what happens.

We may email you about your membership confirmation, account access, billing issues or a support request. We do not send unsolicited sales emails or distribute your email address.

If you share an email account and want to keep your membership correspondence private, use an email address only you can access. Use the email linked to your membership when contacting our team.

For questions about a message you received, email service@classmedia.com.

We respect your privacy and do not sell, rent or trade members’ personal information. Read our Privacy Policy for information about how personal data is handled.

When contacting support, do not send your password or full payment card details. Check screenshots and recordings for private information before attaching them.

We would like to hear from you. Oldje applicants must be 55 or older. Model applicants must be 18 or older and have valid government-issued photo identification.

Complete our recruitment form and include clear pictures, or email your details directly to office@classmodels.com.

A payment can be declined because of incorrect billing details, an expired card, available credit or checks by your bank or payment provider.

Check your details and contact your bank or payment provider if the payment keeps being declined. For help with a membership or billing question, contact membership support. Please do not send full card details.

Postal membership applications usually take around one week to arrive and be activated. We will email you when we receive your application, so the email address on it must be clearly legible.

If you have already sent an application and have not heard back, email service@classmedia.com. Include your name, the email address used, the website and when you sent the application. Please do not include passwords or full payment card details.

We aim to answer support requests within a few hours. If you contacted us less than 6 hours ago, please allow our team more time to respond.

We check requests every day, including Sundays and holidays. Customer service hours are 09:00 to 02:00 (UTC+2); support is not available 24 hours a day.

If more than 2 days have passed without a reply, check your spam or junk folder and that the email address you provided is correct. If you still cannot find a reply, contact us again by replying to your confirmation or emailing service@classmedia.com. Include your request reference if you have one.

Refunds are considered on a case-by-case basis. Please contact membership support if you have had an issue with our products.

Include the website, your membership email and a transaction reference if available. Our team will review your enquiry and help with the next steps. Please do not send your password or full card details.