FAQs

FREQUENTLY ASKED QUESTIONS

Revised 8.9.17

 

GENERAL QUESTIONS:

What is Brown Sugar?

Brown Sugar works just like Netflix! It’s a streaming service where you can watch hit movies and TV shows along with the largest collection of classic black cinema, un-cut and commercial-free, streamed to your phone, tablet, computer or TV.

You can sign up for Brown Sugar at brownsugar.com. or by downloading the app. Get your free week of Brown Sugar started now. After the trial period ends, you can continue to enjoy Brown Sugar for just $3.99/mth.

 

How can I join Brown Sugar?

This is easy. Please go to brownsugar.com and click on “Start Your FREE Week.” Then you will enter your email and password. The next screen prompts you to enter your credit card information. Don’t worry, you won’t be charged until after your free trial has ended.  

After you create an account on brownsugar.com, you can also access the service via app. Sign into the app using the same login you created on the website. Then you can watch Brown Sugar on the go. 

There are several providers that offer Brown Sugar subscriptions:

 

APP STORES

Search for the Brown Sugar app in the respective app store. Download the Brown Sugar app on your phone, tablet, or TV and choose “Start Your FREE Week.” Sign into the app using the same login that you created for the website.

 

Amazon

Apple iTunes

Google Play

 

What devices work with Brown Sugar?

  • Amazon Kindle Fire Tablets | 3rd generation and later
    • Fire HD 6", 7", 8", 10"
    • Kindle Fire HDX 7", 8.9"

 

  • Amazon Fire TV and Fire TV Stick | 1st generation and later

 

  • Android phones and tablets | Android 4.2 and later

 

  • Apple TV
    • New Apple TV (4th generation)
    • tvOS 9.0 or later
    • Software update 7.1.2 or later

Find out which Apple TV model you have.

  • Chromecast
    • Already have a Brown Sugar subscription? You can use Chromecast to cast Brown Sugar from your phone, tablet, or computer to your TV. Need to subscribe? Install the Brown Sugar app on your phone or tablet and choose “Start Your FREE Week.”

    • Cast your Android phone screen (4.2 or later) to the TV using the Chromecast dongle, or you can mirror Brown Sugar from your laptop’s Chrome browser.

 

  • Computer
    • Already have a Brown Sugar subscription? Go to brownsugar.com and sign in. Need to subscribe? Install the Brown Sugar app on your phone or tablet and choose “Start Your FREE Week.”

 

  • Operating system:
    • Microsoft Windows
    • XP SP2
    • Microsoft Windows Vista
    • Windows 7+
    • Macintosh OS X

 

  • Supported browsers:
    • Chrome
    • Firefox version 3 or later
    • Internet Explorer 7 or later
    • Safari 7 or later
    • JavaScript and Cookies must be enabled

 

  • iPhone, iPad, and iPod touch
    • Supported devices:
      • iPhone 4s and later
      • iPad 2nd generation and later
      • iPad mini 1st generation and later
      • iPod touch 5th generation and later

 

  • Roku
    2nd generation and later
    • Supported devices:
      • Roku 1 (model 2710)
      • Roku 2 (model 2720, 4210)
      • Roku 3 (model 4200, 4230)
      • Roku 4 (model 4400)
    • Roku Express (model 3700, 3710)
    • Roku NOW TV
    • Roku Premiere (model 4620, 4630)
    • Roku Ultra (model 4640)
    • Roku TV (model 5000X)
    • Roku Streaming Stick (model 3400, 3420, 3500, 3600)
    • Roku LT and HD (model 2400, 2450, 2500, 2700)
    • Roku 2 HD (model 3000)
    • Roku 2 XD (model 3050)
    • Roku 2 XS (model 3100)

 

How do I get to my profile page/access my account?

You can sign in to Brown Sugar by clicking the “Sign In” button.  On the website, the “Sign In” button is in the top right corner of the homepage on brownsugar.com.  Within the mobile app, you can access your account by clicking on the menu icon (with the triple lines) in the top right corner.

 

A program or movie is not available.

We hate to disappoint, so please accept our sincere apologies! We curate our collection of movies on an ongoing basis, sometimes that means new content replaces content may have been available for a long period of time. In many cases the same content you’re looking for will be available again very, very soon.

 

I forgot my password. How can I retrieve it?

No problem, please go to sign-in and click on “forgot password.”

 

My login isn’t working. What do I do?

Please double-check that your email address and password are correct.   

 

My login is still not working, what do I do?

Can't sign in to Brown Sugar? You can reset your password by receiving a password reset email. Just click on “Sign In” and click the “Forgot Password?” link at the bottom of the window.

 

I don’t remember the email used to register my account

If you don't remember the email address you registered with or no longer have access to it contact us via email at support@brownsugar.com, via chat at brownsugar.com or by phone: (844)384-3931

Please note that our customer support team is available 24/7 with the most immediate response provided by phone or chat. Emails are responded to within 24 hours. In the event you have a support issue that requires more in-depth analysis, our technical support team is available to work on issues from Monday - Friday during the hours of 8am - 4pm EST. If your escalated technical support request or response comes in after hours, they will respond to you on the next business day.

 

How can I change my email settings or password?

Your email is presently used as the login for the Brown Sugar service. Therefore, we do not allow a change of email address. If you would like to use a different email address for your Brown Sugar service, you could cancel your current subscription and start a new subscription with your new email address.

While we do not have access to your password information, we can help you reset your password using the following steps:

  1. Visit brownsugar.com.
  2. Click on the "Sign In" box in the upper right hand corner of the page. The sign-in box will appear.
  3. Click the "Forgot Password?" link in the box.
  4. In the field, enter the email address you used to signup for the service.
  5. Click the "Submit" button.

 

How can I de-activate/cancel my account?

We’re so sorry that Brown Sugar didn’t meet your expectations and we hate to see you go.

To deactivate/cancel your account, please be advised you cannot just delete the Brown Sugar app on your device to end your subscription. You MUST follow the steps below. If you do not follow the steps below you could potentially incur additional charges for the service:

 

Computer

  • Go to the person (My Account) icon in the upper far right corner of the screen.  Click “Cancel Membership.”  Then click “Finish Cancellation” to complete the cancellation process.

Android app

iTunes

  • Cancel the Brown Sugar app through iTunes. We cannot cancel your subscription on our end, because Apple does not share your customer information with us for privacy reasons. Therefore, we have no way of locating your subscription information within their system to cancel your account. 

    Here are the directions for how to cancel a subscription within the iTunes store:

    https://support.apple.com/en-us/HT202039

    Alternatively, you can contact iTunes directly at: 1 (800) 275-2273.

Amazon (Kindle and Fire TV)

  • You can manage your Appstore subscriptions using one of the following methods:

    Amazon website
    Go to Your Account, and select Apps and more under the Digital content and Devices section. From the menu on the left, select Your Subscriptions

    Fire Tablets
    Tap Apps, and then tap Store. Open the menu, and then tap Manage Subscriptions.

    Amazon Underground app for Android
    Open the menu, expand the Amazon Appstore submenu, and then tap Manage Subscriptions.

    Alternatively, you can contact Amazon directly at: 1 (888) 280-4331. 

Roku

  • You can manage your subscriptions using one of the following methods:

    From the web
    Go to roku.com on your computer or smartphone. Click on Manage your subscriptions. When the “My subscriptions” page loads, you will find all your channel subscriptions that get billed by Roku, along with terms, status, and renewal date of each subscription. Select Unsubscribe or Renew depending on how you want to manage your subscriptions.

    From your Roku streaming device
    Press the Home button on your Roku remote to open the main screen. Locate and access options for a subscription channel in one of the following ways.

From your channel lineup

- Select Home to open the home screen.

- Use the arrow buttons on your remote to highlight a subscription channel.

- Press the Star button on your remote.

From the Channel Store

- Scroll down and select Streaming Channels.

- Browse a category or genre, or search for a subscription channel.

- Press the OK button on your remote.

Once you access options, select Manage subscription to view the renewal date and access additional options.

To unsubscribe, select Cancel subscription. Confirm by choosing to remove the channel immediately or keep it for the remainder of the subscription term.

  

Once you cancel your service, you should receive a confirmation email letting you know the subscription was canceled.

Your cancellation is effective at the end of your current billing period.

In addition, if you also signed up for our Brown Sugar newsletter, you may want to unsubscribe from that as well. You can unsubscribe from our newsletter by clicking the "Unsubscribe" link at the bottom of any of our newsletter emails.

  

How do I update my credit card information?

If you are on the app through Google Play, Apple, Amazon or Roku, please update your credit card information through their respective stores.

For your security, we don’t store your credit card information. Therefore, if you signed up on BrownSugar.com, please cancel your existing account and create a new account.

To cancel your account, please go to the person (My Account) icon in the upper far right corner of the screen. Click “Cancel Membership.” Then click “Finish Cancellation” to complete the cancellation process. Your cancellation is effective at the end of your current billing period.

 

How can I re-activate my account?

Welcome back! Reactivating your account is easy. Once you login with your email and password, you will be prompted to “Renew your subscription.”  Follow the simple directions for renewing.

 

How many devices can I stream Brown Sugar on at the same time?  

You can stream up to three devices at the same time.

 

 

DEVICE SUPPORT/SYSTEM REQUIREMENTS:

Which Connected TV and/or Smart TV devices is Brown Sugar available on?

At this time, Brown Sugar is available on certain Hisense, LG, Philips, Sharp, Sony, TCL, Toshiba and Vizio Smart TVs that feature Chromecast or Roku built into their hardware.

You can also cast your Android phone screen (4.2 or later) to the TV using the Chromecast dongle, or you can mirror Brown Sugar from your laptop’s Chrome browser.

Android device screen mirroring and Smart View to Smart TVs is currently not supported.

 

Which Tablets and/or Mobile devices is Brown Sugar available on?

Brown Sugar is available on computers, most current iPhones and iPads running iOS 9, and Android phones and tablets running Android 4.2 or later. It is also available for Amazon Kindle tablets (3rd generation) and Amazon Fire TV and Fire TV Stick (1st generation).

Additionally, you can mirror via an Apple device (laptop, iPhone), as well as use casting via Chromecast for Android and iOS. 

We are currently developing additional platforms for the Brown Sugar service, so you can enjoy Brown Sugar on all your devices.

If you would like to be notified when a particular platform becomes available, please contact us at support@brownsugar.com and provide your email address and the platform you are interested in and we will add you to our notification list.

 

How many devices can I stream Brown Sugar on at the same time?  

You can stream up to three devices at the same time.

 

My movie keeps freezing and won’t play, what’s wrong?

Unfortunately, this means that your internet/wifi connection or phone signal isn’t very strong.

One of the most common causes of problems that occur while trying to watch Brown Sugar is weak or intermittent Internet connectivity. Frequent rebuffering or loading, problems starting the service or trouble playing a movie or TV show on your device generally indicates a slow or interrupted Internet connection.

Therefore, we recommend you change your location to get a stronger signal. It's best to try viewing Brown Sugar from a local coffee shop, gym or entirely different location than your home area (or other location you are at presently) to best determine if the issue is related to your connection in your current area.

If this still does not improve your viewing experience, we highly suggest you reach out to your Internet service provider. They will be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

 

Someone is using my Brown Sugar account without my permission, how can I stop this?

If you think your account login has been compromised, please reset your password. Just login to your account and then follow the steps for changing your password.

 

Is my internet connection fast enough to use Brown Sugar?

A good broadband connection or mobile 4g or better connection should be sufficient.

 

BILLING:

What are my payment options?  

There are three ways to subscribe.  If you're on a computer, you can subscribe with your credit card.  If you’re subscribing on a phone, tablet or other streaming device, it will be handled through iTunes, Google Play, Amazon Appstore or Roku in the same way you pay for any other app.

 

Do you offer a free trial?

Yes, we do! Please go to brownsugar.com OR go to iTunes, the Google Play store, Amazon Appstore or Roku and search for the Brown Sugar app to download it now. You can download the Brown Sugar app on your phone, tablet or streaming device. Then just click the “Start Your FREE Week” link in the middle of the screen to start.

 

Why do I have to provide my credit card for a free trial?  

Credit cards are required so that no disruption in your streaming occurs after the free trial, but you can cancel at any time through the website or directly through the app.

 

How can I get a refund?

We’re so sorry that Brown Sugar didn’t meet your expectations. We don’t issue refunds, but once you’ve cancelled your subscription you will no longer be charged for the service. Please go to your account page after you login and follow the simple instructions for canceling. We’d like to hear more about why you have decided to cancel so that we can continuously improve the service. Please email us at support@brownsugar.com with detailed information regarding your cancellation.

 

I am seeing a charge I did not authorize. What should I do?  

We’re so sorry for any confusion and we’re happy to help.

If you recall subscribing to Brown Sugar and are no longer interested in our service, you can cancel your subscription.

If you signed up through the Android App – Please cancel the Brown Sugar app through the Google Play Store. Here are directions for how to cancel a subscription within the Google Play store: 

https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&oco=1

If you signed up through iTunes – Please cancel the Brown Sugar app through iTunes. Here are the directions for how to cancel a subscription within the iTunes store:

https://support.apple.com/en-us/HT202039

If you signed up via BrownSugar.com - Please go to your account page after you login and follow the simple instructions for canceling.

If you signed up through Amazon – Please cancel in the Amazon Appstore.

If you signed up via Roku – Please cancel in the Roku channels store.

If you cannot remember signing up for the Brown Sugar service, please contact our customer service team at (844)384-3931.

If we need to escalate your issue further, we will forward your information over to our billing department to review your claim.

Please note that our customer support team is available 24/7 with the most immediate response provided by phone or chat. Emails are responded to within 24 hours. In the event you have a support issue that requires more in-depth analysis, our technical support team is available to work on issues from Monday - Friday during the hours of 8am - 4pm EST. If your escalated technical support request or response comes in after hours, they will respond to you on the next business day.