FAQ

Manage my Account

How do I become a member?

To become a free member of WaterBear, please visit https://join.waterbear.com/

Do I need to pay for a membership?

No. The WaterBear platform will always be free for all members.

How do I cancel my membership?

You can delete your free account at any time, simply contact support@waterbear.com with your request.

I can’t remember my password, what should I do?

If you can’t remember your password, click ‘forgot password’ on the login page and you will be taken through to steps to reset your password.

I’m having trouble verifying my account.

If you can’t see your verification email, then first check your spam or junk mail folder. No email? Go to waterbear.com/sign-in, enter your email address and click ‘Sign In’. You'll see an error screen that will allow you to resend yourself a verification email with the link.

My membership verification link isn’t working.

In the verification email you’ll find the option to resend yourself a new link. No email? Go to waterbear.com/sign-in, enter your email address and click ‘Sign In’. You'll see an error screen that will allow you to resend yourself a verification email with the link.

I have a new email address, what should I do?

You can easily change your personal details at any time on your account settings under the ‘Account’ tab.

Why can’t I login into WaterBear?

Check if the email address you’re entering is the same one you used to register for an account. If you’re still having trouble, then we recommend resetting your password by following this link https://www.waterbear.com/forgot-password

How do I change the language in the app?

WaterBear is currently only available in English. In the future, we hope to open WaterBear to other languages. Keep an eye on our social media channels to get regular WaterBear updates.

How do I find my username?

Your username is the email address you used to register as a WaterBear member.

How to change my username?

Your username is the email address you used to register for membership. You can change this at any time on your account settings under the ‘Account’ tab.

How do I unsubscribe from WaterBear newsletters?

At the bottom of each newsletter, you will find a link to unsubscribe (right under our social media details).

How to keep my account secure?

To keep your account secure, make sure no one knows your login details and report any suspicious activity.

How can I see my payment history for films I’ve rented from the Resilient Collection?

You can find your payment history under the ‘Transactions’ tab in your account settings.

How do I add a payment method or update an existing method?

You can add or update a payment method under the ‘Payment’ tab in your account settings.

How to stop someone else from using my account?

Make sure you don’t tell anyone your password and update your password if you feel like someone else knows what it is. Use numbers, symbols in your password to make it more secure.

I think my account has been hacked, what should I do?

Please contact us immediately at support@waterbear.com if you think your account is compromised.


Watching WaterBear content

Can I use WaterBear on my mobile device?

WaterBear can be downloaded from the Apple app store or the Google Play store for Android devices. You can also access the WaterBear platform via a web browser.

Can I download content to watch offline?

You cannot download WaterBear content to watch offline.

Can I use WaterBear on my smart TV?

WaterBear is now available on Apple TV and Roku devices and can be downloaded from their channel stores. We’re working hard behind the scenes to offer even more TV streaming and casting capabilities with exciting announcements set to debut in 2022. Keep an eye on our social media channels for any and all WaterBear updates.

Where can I watch WaterBear?

WaterBear is now available globally in 194 countries worldwide. WaterBear is also available on Apple TV and Roku devices and can be downloaded from their channel stores. WaterBear is available 24/7, anytime, anywhere and we’re working hard behind the scenes to offer even more TV streaming and casting capabilities with exciting announcements set to debut in 2022. Keep an eye on our social media channels for any and all WaterBear updates.

How do I find the documentaries I’ve rented?

You can find your rented films from the Resilient Collection under the ‘My List’ tab.

How can I change the video quality on the WaterBear app?

Our player will adapt to your available connection speed to serve the best available picture quality. Should you want to decrease picture quality and therefore the overall streaming file size, please click the knob at the bottom of the player and choose your desired picture quality.

What is WaterBear Connect?

On WaterBear, members can connect with and take action for campaigns on the ground by donating, signing petitions or downloading more information and connecting directly with our NGO partners. Members might see a pop up while watching content inviting them to find out more or do something. In 2022, WaterBear members can expect to see more action functionality - watch this space!

What is Take Action?

On WaterBear, members can connect with and take action for campaigns on the ground by donating, signing petitions or downloading more information and connecting directly with our NGO partners. In 2022, WaterBear members can expect to see more action functionality - watch this space!

Donations

How can I get a refund on my donation?

Due to restrictions that are imposed by law and the nature of charitable donations, all donations that are made to our WaterBear NGO Partners are non-refundable. However, if you believe that your donation was made in error please contact us at support@waterbear.com.

I accidentally donated too much, what should I do?

Due to restrictions that are imposed by law and the nature of charitable donations, all donations that are made to our WaterBear NGO Partners are non-refundable. However, if you believe that your donation was made in error please contact us at support@waterbear.com.

How do I know all the money I’m donating is going to the right place?

The donation money that is facilitated through the WaterBear Platform is not the property of or held by WaterBear. Our WaterBear NGO partners have their own secured account with Stripe (“Custom Connect Account”) and all donations are allocated directly to these Custom Connect Accounts. WaterBear never receives any of these donations and purely facilitates the transaction. To understand more about our donation payment solution, please review the Stripe Custom Connect marketplace solution which is available via www.stripe.com.

Are WaterBear taking a cut of the money from my donation?
No, WaterBear does not take platform fees or commissions from donations made on the platform. WaterBear will send your donation via Stripe directly to the NGO Partner. Stripe is an international payment provider that ensures safe payments in multiple currencies and Stripe charges a transaction fee of around 3%. These fees are set by Stripe. Stripe may change these fees from time to time.


Funding

If you're free to access, how are you funded?

WaterBear is a purpose-driven business that has a number of revenue streams:

1. The first is integrated brand sponsorship with pioneering sustainability-focussed companies. WaterBear enables brand partners to share their ‘sustainability story’ through content, projects and initiatives, engaging new audiences and driving global impact. This strategy allows us to deliver WaterBear to the world - for free - with no traditional advertising or subscription; it aligns our business model with our vision and values.

2. The network then drives sustainable revenue through three transactional streams: ecotourism referrals with our travel partners; sustainable e-commerce; and live “pay per view” events that will launch in 2021.

3. Finally, WaterBear is also a pioneering production company, producing impactful, low carbon, content on behalf of partners.


If you still can’t find the answer you’re looking for, please email us at support@waterbear.com