Most importantly, try to access the streaming page 5 minutes before the session starts. That will give you time to make sure everything is working.
Here are some of the frequently asked questions about our subscription and online live streams.
How do I buy a Raw Umber Subscription?
How do I access the latest figure / portrait drawing session?
What is a Raw Umber Gold subscription?
Is there a minimum subscription period?
No. You can cancel any time.
When will I be billed / when does my subscriptions start / renew?
If you subscribe today then you will be charged today and your subscription will start immediately. You will then be billed in a month’s time, and so on.
How do I upgrade to a gold subscription?
Please contact us.
What materials do I need?
You can find a materials list on the link you were sent, or underneath the video from your subscription page.
I’ve paid for an online session but I haven’t received any instructions
If you’ve paid for a one-off session, we’ve sent you an e-mail with instructions. Please check your spam folder if you can’t see it. If you’ve bought a subscription, then log onto your account. If that doesn’t help, contact us.
How do I cancel my subscription?
You can log on to your account and cancel here. Alternatively, you can cancel via PayPal / Stripe.
I haven’t received the link to reset my password
Please check your spam folder
What platform do you use?
We use our livestreaming platform. Although there is an online chat, this is text-based – unlike Zoom, nobody can actually see you.
What materials do I need?
You can find a materials list on the link you were sent.
How do I share my work / use Instagram?
What device can I use to watch the session?
You can use any modern computer, tablet or phone. For the figure sessions we recommend you use a computer or tablet rather than a phone since the full figure comes out small on a small screen.
My screen is blank / nothing is happening. What can I do?
Our live streams start promptly 15 minutes before the sessions start, and then the start will start on the dot. If you cannot see anything then try clicking the ‘play’ button. If that doesn’t work, then refresh your browser.
I can’t hear the sound. What can I do?
Click the volume bar on the player.
Can I get an avatar icon for the chat?
If you have a Raw Umber Subscription then make sure you are logged on to you account, and then go to gravatar and set up an avatar for the e-mail address you’re using.
My video keeps stopping. Why, and what can I do?
On the streaming page, there are links you can use to reload the page, and to decrease the resolution of the video you are watching.
If this doesn’t work, make sure nobody else in your household is making heavy use of the Internet (eg watching Netflix or using Zoom). In the worst case, you can try watching the videos again after the live stream. See below.
Can I watch the video after the session?
All of our live streams are available to watch after the session finishes too – if the live stream is unwatchable at the time then use the link you have been given to access them later on. You can also download the reference photos from our live streams after they have finished.
How do I put the video into full-screen mode?
On some platforms (eg if you’re using an iPhone), the video will play in full-screen mode automatically. On other platforms, there is a link on the streaming page you can click to do this, or you can use the icon on the screen:
How do I hide the chat?
Click the chat icon on the top right hand side of the screen:
You can use ChromeCast or AirPlay to broadcast the session to your TV if you have the appropriate equipment. Many modern TVs have ChromeCast built-in. Look for these icons in the player:
Any other questions?
Anything we haven’t covered? Just e-mail us at [email protected]