Frequently Asked Questions

The video site contains both free and premium content. You do not need to be a paid member to view the free videos on the website. You do need to be a Premium Member if you want to view the premium videos. If you are a Premium Member, log in to the website to view the premium videos.

How do I access my Premium Membership account?

On the home page (www.creativecakedesign.com) click the LOG IN button or person icon at the top right corner of your browser.

How do I reset my password?

Go into the log in page and select “Forgot Password?” Enter your username or email address and select “Reset Password.” Once you are logged into your account, you can change your password by clicking on the Password icon on your My Account page.

I forgot my login information; can I have it sent to me?

If you forgot your login information, please email customer service at creativecakedesign@program-director.net.

Membership Information

How do I pay for my Premium Membership?

Annual Membership: Your annual membership lasts for one year starting on the day you register and pay. Annual members will receive an email notice sent to the email you provided prior to the annual automatic renewal with a date upon which you have to cancel to avoid being renewed.

Monthly Membership: Your monthly membership lasts for one month starting on the day you register and pay. You will renew on the same day of the month that you originally signed up unless you signed up on the 28th, 29th, 30th or 31st of any given month in which case your billing cycle will be pushed forward to the 1st of the following month for consistency. Monthly members will not receive notices prior to renewal of their monthly terms.

Your paid annual and monthly membership will automatically renew using the credit card we have on file, at our then-current rates. Your credit card statement will list your membership as PP* CreativeCake 1-833-363-1239. You can reach customer service by email at creativecakedesign@program-director.net, chat, or by phone at 1-833-363-1239 or go online to your account at any time to remove your membership from automatic renewal and avoid future renewal charges.

You may cancel your membership at any time. Cancellation in the first 30 days of your annual membership will result in a full refund. Cancellation after 30 days will result in a prorated refund.

How long can I access the video content?

An Annual paid Premium Membership allows you to view all the premium video content for one year from the start of your membership. The Monthly paid Premium Membership allows you to view all the premium videos for 30 days.

How do I cancel my automatic renewal of my membership?

If for any reason you want to cancel auto renewal of your membership please contact us by email at creativecakedesign@program-director.net, chat, or by phone at 1-833-363-1239 or you can go directly to your account online. You will continue to have access to your membership benefits through the remainder of your current paid term.

How do I cancel my membership and what is your refund policy?

If for any reason you want to cancel your membership, please contact us by email at creativecakedesign@program-director.net or by phone at 1-833-363-1239 or you can go directly to your account online.

If for any reason you are not completely satisfied within the first 30 days of your paid Annual Membership, we will refund 100% of your membership fee no questions asked. After 30 days we will refund your membership fee on a pro-rated basis. There are no refunds on Monthly Memberships.

To obtain a refund during a current annual term, please contact us by email at creativecakedesign@program-director.net or by phone at 1-833-363-1239.

How do I pause my membership?

To pause your membership, please call our Customer Support team at 1-833-363-1239 or contact us via chat or email.

What happens when I pause my membership?

After pausing your membership, billing will be suspended, and you will no longer have access to Premium/GOLD videos or content until your membership is resumed. You will still have access to Creative Cake Design’s free videos, articles, video previews, and any content you’ve purchased individually in the past.

How long will my membership be paused?

Your membership will be paused for 3 months. After 3 months, your account will automatically be reactivated, and billing will resume. To resume your membership at any point, please contact our Customer Service team at 1-833-363-1239.

No, pausing your membership will also pause shared memberships associated with your account. Any friends or family members that you’ve shared your membership with via Creative Cake Design’s free Membership Sharing will not have access to Creative Cake Design Premium/GOLD content while your membership is paused.

Membership Sharing

Membership Sharing allows an active paying member (organizer) to share their membership with up to three of their closest family members and friends who will be able to set up their own personal accounts. The guest member receives an invite by email from the paying member to join and set up their account.

There is no cost to the paying member (organizer) or the guest member. The guest member will receive an invite by email to join Creative Cake Design and once becoming a member, the guest member is granted unlimited access to Creative Cake Design’s extensive library of videos, Live Events, and articles.

Who is eligible to receive a shared membership?

A paying member (organizer) can invite up to three family members and friends who do not have a current or expired Creative Cake Design membership.

A guest member will have access to a Shared Membership if the paying member (organizer) has an active paid membership with Creative Cake Design.

If a guest member does not redeem the offer for a free shared membership, the paying member can cancel the invite and send it to another family member or friend.

If I am a guest member, can I purchase items from the Shop to add to my membership?

Yes, guest members can purchase items from the Shop to add to their membership. The guest member will then own any content purchased even if they no longer have a guest membership.

If I am a guest member, can I purchase a paid membership?

Yes, guest members can purchase their own paid membership at any time. The simplest way is to go to the checkout page and log in as a returning customer. It is important to be logged into your account when you purchase, or you will have multiple accounts.

Technical Questions

Are there any system requirements to view the video content?

Our video content is best when viewed on a computer manufactured in the past couple of years with a good broadband internet connection (not dial-up). We also highly recommend using the latest version of Chrome, Edge, Firefox, or Safari as your internet browser.

How do I view the video in full screen?

On the video playback page simply click the full screen button (4 arrows pointing outwards). To exit press the ESC key located in the top left of most keyboards.

How do I find a specific video?

You can find videos in two ways. Click the Videos link in the navigation bar (at the top of the page), and select a Category. This will allow you to view video content by topic. You can also use the search bar at the top of the page.

What are playlists and how do I use them?

We have a complete guide to video playlists available HERE.

Can I access the video content from my mobile device?

Newer-model smartphones or other mobile/tablet devices with an internet connection can access the video content.

Ordering Questions

How do I update my credit card information?

On the My Account page, click on Payment Method and choose Update Expiration Date or Update My Card by clicking on the box.

How do you store my credit card information?

Your card security is important to us; therefore, we do not keep your credit card number on file. We only store a token, which is used in place of a credit card number when submitting a payment.

What is the benefit of a credit card token?

We replace sensitive cardholder data with an alphanumeric ID that has no connection to your credit card information.

What is a pending charge?

A pending charge is a transaction approved by your bank that is still being processed. This usually takes a few business days.

My order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order?

If you receive a message to fill in the required fields, try clearing your internet browser’s cache (browsing history.) Once the cache is cleared, open a new browser, and attempt your order again. If you continue to have issues, contact customer service for support.

Do you have a Shop to purchase digital and physical products?

Yes, we do have Shop where you can purchase classes, DVDs, and many more items for your collection. Our shop items are located under the Shop tab.

Do you ship internationally for purchases in the Shop?

Yes, we do ship most physical products from within our Shop to several International countries. In addition to the USA and Canada, we ship to Australia, Brazil, India, Israel, New Zealand, South Africa, and most Western European countries. If you live outside of these countries, you are still able to purchase any digital items, including Membership, Video Downloads, Streaming Classes, PDF Plans/Projects, etc.

If I live outside of the USA and purchase a DVD from the Shop, will I be able to view the DVD content in my country?

Yes, our DVD content should be compatible with most any DVD player in use today. All our videos have been created with all current Region Codes (1, 2, 3, 4, 5, 6, and 8). If you do have trouble viewing any DVD you purchase, please contact customer service.

Customer Service

Membership Access

Membership Information

Membership Sharing

Technical Questions

Ordering Questions

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Customer Service

Membership Access

Membership Information

Membership Sharing

Technical Questions

Ordering Questions

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