Visual prototype v4 · Every link on this page opens the real prototype page behind it · Eye icons open stakeholder rationale notes. The quick answers carry their review state (AR-049); none is approved copy. Search returns real pages from a static index (AR-045); Liss and feedback stay mocked.
FeelXVideos

FeelXVideos Help

How can we help?

Find answers for your account, membership, billing, Access Card, toy connection, video playback, shop orders, privacy, and content reporting.

Try:

Static search mock-up (AR-045). Matching runs on page titles and the recorded customer questions, not on answer text.

Start here

Quick answers for common tasks

Short answers appear here first, with a route to the fuller guide when one is available.

8 quick answers

Review state, stakeholder view only (AR-049). All eight quick answers rest on FAQ rows whose recorded status is To be Approved, and none has passed the Packet 6 answer gate. Six of them, 01, 02, 03, 05, 06 and 08, are also named on this page's own review list at help-hub-homepage-draft-v3.md lines 211 to 217. Answers 04 and 07 are not on that list and are held by their mapped article instead. The Liss route offered in 01 to 04 carries a further condition: confirm the Liss links and handoff behaviour against the final Help Hub URLs before launch. Open any card for the claim, the approver, and the row that holds it. Decision 3 of the AR-040 walkthrough asks Ivo to approve, change, or strike these eight.

01How do I cancel or manage my membership?To be Approved+

Open the account menu, select My Account, then choose Cancel membership under Account details. If you cannot find the option or need to check what happens next, ask Liss or contact support.

Read the cancellation guide →

Not approved copy · stakeholder view only

Needs confirming
The cancellation path in the account menu, plus the timing, access, trial, and refund consequences this answer does not state.
Who can answer it
Ivo or the product and billing owner. Not yet named.
Recorded as
Draft review note 1 · FXV-FAQ-059 and FXV-FAQ-064, both High risk, To be Approved · AR-005 · Packet 6
02How do I redeem an Access Card or find a missing code?To be Approved+

Open the redeem page and enter the code from the digital card in your email. If you did not receive the code, or it is invalid, expired, or already used, ask Liss or contact support with your purchase details.

Read the Access Card guide →

Not approved copy · stakeholder view only

Needs confirming
The redeem path, and the relationship between Access Card, Membership Card, and voucher. This draft uses Access Card as the primary term and deliberately avoids defining the mapping.
Who can answer it
Ivo or the product and billing owner. Not yet named.
Recorded as
Draft review note 2 · FXV-FAQ-078, High risk, To be Approved · AR-005 · Packet 6
03Why will my toy not connect?To be Approved+

First connect the toy to the FeelConnect app on your phone or tablet and make sure Bluetooth is active. Then scan the QR code on the site to connect the app to FeelXVideos. If it still does not connect, ask Liss for guided help or contact support.

Troubleshoot a connection →

Not approved copy · stakeholder view only

Needs confirming
The FeelConnect app, Bluetooth, and QR connection steps. These are device facts this project cannot verify until the manuals handoff lands.
Who can answer it
The technical owner. Not yet named.
Recorded as
Draft review note 3 · FXV-FAQ-089, High risk, To be Approved · AR-008, manuals ETA 2026-09-30 · Packet 6
04Why can I not log in?To be Approved+

Check that your login details are correct and that your membership is current. If you forgot your password, use the password-reset link. If the reset email does not arrive or you still cannot log in, ask Liss or contact support.

Fix login problems → Reset your password →

Not approved copy · stakeholder view only

Needs confirming
The login checks and the reset route. Not named on this page's review list, but every FAQ row behind it is High risk and still records its reviewer as "Owner TBD".
Who can answer it
Reviewer recorded only as "Owner TBD". Naming this person is decision 2 of the AR-040 walkthrough.
Recorded as
FXV-FAQ-022, FXV-FAQ-023 and FXV-FAQ-024, all High risk, To be Approved · AR-023, AR-031 · Packet 6
05Can I watch on a mobile phone or tablet?To be Approved+

Current site guidance says that FeelXVideos can be viewed on a computer, smartphone, or tablet that can play video in a browser. If playback fails, check the supported setup and playback guides.

Check supported setups →

Not approved copy · stakeholder view only

Needs confirming
Supported browsers, and mobile and tablet behaviour. The answer already hedges to "current site guidance says", which is honest and still not an approved fact.
Who can answer it
The technical owner. Not yet named.
Recorded as
Draft review note 3 · FXV-FAQ-110 and FXV-FAQ-111, both High risk, To be Approved · AR-008 · Packet 6
06Are all videos interactive?To be Approved+

FeelXVideos is built around interactive video. Look for the interactive indicator on the title before troubleshooting a connected toy. If a title is marked interactive but the sync is not working, use the toy connection guide.

Learn how to start watching → Troubleshoot a connection →

Not approved copy · stakeholder view only

Needs confirming
Interactive coverage across the catalogue, and the interactive indicator shown on a title.
Who can answer it
The product owner for coverage, the technical owner for the indicator. Neither is named.
Recorded as
Draft review note 3 · FXV-FAQ-007, To be Approved, held at start-watching-draft-v4.md line 127 · AR-008, AR-023 · Packet 6
07How often is new content added?To be Approved+

New interactive videos are added weekly. There is no fixed day or time promised for every release, so check the New or latest sections after you log in.

Start watching →

Not approved copy · stakeholder view only

Needs confirming
The weekly release cadence. Not named on this page's review list; the mapped article holds it as a variable-sensitive claim rather than a fact.
Who can answer it
Mike or the product owner. Not yet named.
Recorded as
FXV-FAQ-015 and FXV-FAQ-016, To be Approved, cadence variable G-31 · held at start-watching-draft-v4.md line 127 · AR-023, AR-031 · Packet 6
08What is this charge or payment problem?To be Approved+

Your card or PayPal statement should show DATOROMEDI. If you do not recognise a charge, your payment failed, or the amount looks wrong, keep the transaction details and use the billing guide or contact support.

Understand a charge or payment problem →

Not approved copy · stakeholder view only

Needs confirming
The DATOROMEDI statement descriptor and the billing escalation wording. The Packet 3 register records the contact page as the default source and DATOROMEDI as the current descriptor; neither is owner-approved.
Who can answer it
Ivo or the product and billing owner. Not yet named.
Recorded as
Draft review note 4 · FXV-FAQ-050 and FXV-FAQ-051, both High risk, To be Approved · AR-005, AR-009 · Packet 6

Browse all help

Find the right place to start

Articles keep their own task-based URLs. These six headings provide the visible map without adding another menu page.

25 articles · 2 drafted, 23 structure only

Account and login

Join, sign in, reset access, and manage account details.

Billing and cancellation

Understand plans, charges, cancellation, and refunds.

Access cards

Understand, redeem, and troubleshoot Access Card access.

Toys and connection

Check compatibility, connect a device, and fix connection or haptic problems.

Playback and setup

Watch content, fix playback, and understand VR, casting, and browser support.

Shop, privacy and safety

Route shop issues, understand privacy and terms, and report content or safety issues.

Guided help

Ask Liss when you are not sure where to start.

Liss can help with account, membership, billing, device connection, playback, and Access Card questions, then point you to the right Help Hub answer or support route.

Still need help?

Use the right support route

Start with self-service, then move to Liss or a person with the details needed to investigate your issue.

Support ladder

  1. Read the quick answer or article that matches your problem.
  2. Ask Liss for guided help and the next best step.
  3. Use VOD support for account, membership, billing, toy, or playback issues.
  4. Use shop help for orders, products, shipping, and returns.
  5. Use the safety and content route for a reportable concern.
VOD support Contact VOD support support@datoromedia.com · +31 85 130 2193
Shop support Open shop customer help support@feelxvideos.com

Have these details ready

  • The email address on the account
  • An order, transaction, or Access Card reference
  • Your device, browser, and app
  • What happened, when it happened, and what you tried
  • A screenshot or error message, if safe to share

Never send a password or full payment-card number.