FAQs

 

FREQUENTLY ASKED QUESTIONS

 

GENERAL QUESTIONS:

What is Brown Sugar?

Brown Sugar works just like Netflix. It’s a subscription video-on-demand service where you can watch the largest collection of classic black action movies, un-cut and commercial-free, streamed to your phone, table or computer.  You can sign up for Brown Sugar at brownsugar.com or by downloading the app on your Android or Apple phone or tablet.  Get your free trial of Brown Sugar started now at brownsugar.com.

 

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 by going to iTunes or the Google Play store and search for the Brown Sugar app to download it. Sign into the app using the same login as the website. Then you can watch Brown Sugar movies anywhere you go.

 

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 movies replace films that may have been available for a long period of time. In many cases the same film 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 enter in your email and click the “forgot password” link.   

 

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, please contact us at support@brownsugar.com.

 

How can I change my email settings or password?

You can change your password at anytime by using the “forgot password” link below the sign-in box.

 

How can I de-activate/cancel my account?

We’re so sorry that Brown Sugar didn’t meet your expectations.

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 charges for the service:

- If you signed up at brownsugar.com, 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.

- For the Android App, please cancel the Brown Sugar app through the Google Play Store.

- For Itunes, please cancel the Brown Sugar app through ITunes.

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

 

How do I update my credit card information?

For your security, we don’t store your credit card information.

Therefore, if you are on the app through Google Play or Apple, please update your credit card information through their store.

If you signed up on Brownsugar.com, please cancel your existing account and create a new account. 

 

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.

 

DEVICE SUPPORT/SYSTEM REQUIREMENTS:

What are the systems requirements?

  • Internet Explorer 7.0 or above, Firefox 3, Safari 7 or Chrome
  • JavaScript and Cookies must be enabled
  • Microsoft Windows XP SP2, Microsoft Windows Vista, Windows 7 and Macintosh OS X

 

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

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

 

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

Brown Sugar is available on most current iPhones and iPads running iOS 9, and Android phones and tablets running Android 4.2 or later.

However, we have verified Brown Sugar is not compatible with the following devices:

  • Asus K010
  • NextBook 8.3

 

Can we use Chromecast with the Brown Sugar service?

Yes! You can cast your Android or iOS device to the TV using the Chromecast dongle, or you can mirror Brown Sugar from your laptop’s Chrome browser.

 

Can we mirror via an Apple device?

Yes! You can mirror via an Apple device.

 

My device is not supported!

We apologize for the inconvenience this has caused, but we do hope you will continue with Brown Sugar. We are currently developing additional platforms for the Brown Sugar service, so you can enjoy Brown Sugar on all your devices.

 

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. We recommend you change your location to get a stronger signal.

 

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 or tablet it will be handled through iTunes or Google Play 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 or the Google Play store and search for the Brown Sugar app to download it now. You can download the Brown Sugar app on your phone or tablet. 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 anytime 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.

 

I am seeing a charge I did not authorize what should I do?  

If you signed up through the Android App – Please cancel the Brown Sugar app through the Google Play Store.

If you signed up through ITunes – Please cancel the Brown Sugar app through Itunes.

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

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.