Answers to Common Questions

For help with issues on mobile devices, visit our Podcast Apps Help Page.

We’ve provided answers to the most common help topics. If you need further help, contact us directly at members@steelonsteel.com or call 1.800.829.5646.

Check out our Membership Guide for handy tips on how to get the most out of your subscription!

Login & Listening Trouble

If you can login, but can’t listen, view your account status in the main Account page upon login. If you can’t login, there’s a Forgot Password link under the login fields. Use this to reset your password.

Listening is simple. You can play the show right in your browser with the embedded player, or download the show to your computer for offline playback through a media player or MP3 player. If you can login but still have trouble listening, check that you have a strong WiFi or cell signal and that you can play audio through your device.

Listen in an App for Mobile Devices

Our members-only podcast feeds require authentication, so we suggest using a compatible app to access the shows on all your mobile devices. Check out our Podcast Apps Help Page. from there, you can download a podcast app to listen to the Premium daily, or Basic weekly Steel on Steel shows! We also provide step-by-step setup and troubleshooting guides and handy tips.

Share Premium Episodes – NEW!

Now Premium members can share favorite shows by clicking the ‘Share Episode’ button in the show post. A link will be generated that can be shared by text message, email, or social media. Please note: The link expires after 24 hours and cannot be re-shared by the recipient. This feature is available for Premium members only.

Account Preferences

When you first login, you’ll see your Account page. From there, you can change all aspects of your subscription, edit billing preferences, view transactions, update your credit card, change password and contact info.

  • Click My Profile to modify your contact info.
  • Click Change Password to update your password.
  • Click Manage Subscriptions to view your subscription info, change your plan, modify billing preferences, renew an expired sub, or cancel your subscription. You can also upgrade to Premium Group Access at a discount.
  • Click My Payment Methods to add, edit or remove a credit card. Also handy for updating your card expiration date.
  • Click My Transactions to list all the subscription transactions charged on your account.

Upgrade or Downgrade Your Subscription

If you have a free trial or if you’d like to change your current subscription level, simply click the Manage Subscriptions link and then click ‘Change’. Select the desired subscription level from either ‘Basic’ or ‘Premium’ and the desired subscription duration or renewal interval – monthly or annually. Confirm your payment info and click ‘Submit’. The changes are effective immediately and you can always go back and edit your subscription preferences at any time. If you downgrade, an account credit will be applied to your existing subscription’s upcoming renewals.

Update Credit Card

To update or enter the credit card used for auto-billing on your subscription, first login from the homepage or My Account Page tab. From the Control Panel click ‘My Payment Methods’ and then Choose either Add New Credit Card if you don’t have one entered, or if you need to change the card click ‘Edit’ or ‘Delete’.

Rest assured, we take your personal and financial information very seriously. We don’t store any financial information on our site or servers. Your transactions are digitally encrypted and we use a process called tokenization to send your payment request to the credit card processor. We never share your email address or personal information with anyone, ever. We are also PCI/DSS compliant.

Change Auto-Billing

It’s simple to shut off recurring billing for your subscription. When you first login, you’ll see the ‘My Account’ page. From there, click ‘Manage Subscriptions’. To the right of the panel under Status, select ‘Stop Auto-Billing’.

You’ll be able to continue your subscription without being billed at the end of your term. If you change your mind and would like to continue to have your credit card billed at the end of your subscription term; just click ‘Start Auto Billing’.

By default, all of our subscriptions start off with auto-recurring billing. See our automatic billing policy in Terms and Conditions. If you’ve been charged in error, just give us a call and we’ll refund your transaction.

Change Password

Login with the current username and password, then in the My Account Page, select ‘Change Password’. Enter your old password, then enter a new one. If you want to change your username you must either email us members@steelonsteel.com or call us at 1.800.829.5646 and we can do that for you!

Renew An Expired Subscription

When your subscription reaches the end of it’s term (Billing Cycle) or we’re unable to charge your credit card, You’ll receive an email letting you know. When you visit the site, you’ll also be prompted to renew in the Recent Broadcasts page with this message: ‘Your subscription is not current. Please upgrade your account to download complete episodes’.

Simply login and click ‘Manage Subscriptions’. You’ll be taken to a renewal screen where you can complete the renewal process. After renewing, you’ll be able to access the broadcasts immediately. To view your recent transactions, click ‘My Transactions’.

Cancel Your Subscription

See our automatic billing policy in Terms and Conditions. To cancel your subscription immediately, login and click ‘Manage Subscriptions’ in the My Account Page. Click ‘Cancel’. Your billing will stop and your access to the shows will cease. However, we’ll keep your account profile with your login details and email available for one year in case you want to reactivate your subscription without the hassle of entering all that information.

If you do change your mind and want to renew within the one year reservation, simply log into your ‘My Account Page’ and reactivate your membership by clicking ‘Change’ in the ‘Manage Subscriptions’ tab. Once the one year reservation has passed, you will be unable to login an will need to sign-up again under the original ‘Subscribe‘ page. Please let us know the reason you’re cancelling so we can resolve any issues you may have encountered.

iTunes for Mac or PC

In the top left corner in iTunes, you’ll see the main menu. Click the ‘File’ button and then ‘Subscribe to Podcast’. Copy and paste, or enter the podcast URL into the text box. Once you’re subscribed, click an episode to start the download. A login popup will appear. Enter your username and password to complete the process.

The Basic member podcast URL is:

steelonsteel.com/podcast-basic.php

The Premium member podcast URL is:

steelonsteel.com/podcast-premium.php

iTunes Download Trouble

If iTunes won’t download the program, first login to your account at steelonsteel.com and check that your subscription is current and active and that you can download the show from there. Next, keep in mind, authenticated RSS feeds like ours need two things: the feed URL (see above) and your Steel on Steel member username and password. If the feed displays the episodes but you are unable to download, you may need to update the stored login info for the podcast.

If you are using a Mac, the password is stored in your Keychain, found in Applications>Utilities>Keychain.app. Open the Keychain and search for Steel on Steel. Either delete the entry or modify the login info. You may need to remove the Steel on Steel podcast from your iTunes Podcast Library and set it back up. Be sure to use correct login information and remember, login info is case-sensitive.

PC users will have to unsubscribe from the podcast in iTunes, delete it from the library, and resubscribe. Afterward, you will need to re-enter your Steel on Steel login info. Please note: Do not unsubscribe from your membership at steelonsteel.com and attempt to resubscribe. The download issue is with the stored login info in iTunes.

Can’t find the answer to your question? If you need to speak with our Member Services staff, just give us a call or send us an email with your question. Contact Us to send a request or call 1.800.829.5646 and we’d be happy to help!

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