FAQ

Manage my Account

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 account at any time on your account page.

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 have a new email address, what should I do?

You can easily change your personal details at any time on your account settings.

How to change the language in the app?

The app is currently only provided in English. In the future, we are planning to have WaterBear accessible to non-english speaking countries. Keep an eye on our social media channels to get regular WaterBear updates.

How to change my username?

You can easily change your personal details at any time on your account settings.

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 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 download content to watch offline?

You cannot download WaterBear content to watch offline.

Can I use WaterBear on my smart tv/phone/tablet/smart tv?

WaterBear can be accessed via the app which you can download via the Apple store and the Android store. You can also access the WaterBear platform via the website.

Where is WaterBear available?

WaterBear is available in Australia, Austria, Belgium, Bermuda, Bonaire, Bulgaria, Canada, Cook Islands, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Kenya, Latvia, Lithuania, Luxembourg, Malta, Mozambique, New Zealand, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Slovakia, South Africa, Spain, Sweden, Switzerland, United Kingdom and the USA.

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?

Our mantra is: Watch, Connect, Take Action. The ‘WaterBear Connect’ feature will encourage members to take action immediately during certain pieces of content (such as a pressing NGO campaign) via a second screen pop-up enabling people to ‘donate to this cause right now’ (or other supporting action), while continuing to watch.


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