Frequently Asked Questions

Find answers to common questions about your Illuminating Watercolor membership, account, billing, course materials, and video playback.

MEMBERSHIP & COURSES

How does the membership work?

Your membership gives you access to the Illuminating Watercolor course library and included member resources. Your subscription renews automatically according to the billing period shown at checkout and can be canceled at any time.

You can watch the lessons on your own schedule and revisit them as often as you like while your membership is active.

Who are the watercolor courses for?

Illuminating Watercolor is designed for artists at a variety of experience levels, from beginners learning the fundamentals to experienced painters looking to develop their skills further.

Dylan teaches a realistic approach to watercolor while also exploring composition, color, light, technique, and creative decision-making. You can work through the courses at your own pace and choose the lessons that are most useful to you.

Will I have access to all of the videos?

Yes. While your membership is active, you’ll have access to the full course library and the resources included with your membership.

Where can I find reference photos and other course resources?

Open the course or lesson you’re working on and look for the Resources section or downloadable materials. Reference photos, drawings, supply lists, and other class materials are provided there when applicable.

What supplies do I need?

Each course includes a supply list with the materials used for that project. You can also find general material recommendations in the Resources area.

You do not need to own every exact brand or color Dylan uses in order to follow the lessons. Comparable artist-quality watercolor materials can usually be substituted.

Will new videos be added?

Yes. New courses, demonstrations, and other resources are added periodically as the library continues to grow.

Are the courses live or pre-recorded?

The courses in the Course Library are pre-recorded, so you can watch them whenever it’s convenient and replay any part as often as you’d like.

When live classes or workshops are offered, information about those will be shared separately.

ACCOUNT & BILLING

How do I sign in to my account?

Click Sign In and enter the email address associated with your membership. You may be able to sign in using a secure link sent directly to your email, without entering a password.

I forgot my password. What should I do?

From the Sign In page, choose the password sign-in option and select Set New Password. Enter the email address associated with your account and follow the instructions sent to your inbox.

If you don’t see the email, check your spam or junk folder and make sure you entered the same email address you used when joining.

How do I change my password?

Once you’re signed in, open your account profile and look for the Secure Sign In section. From there you can update your password or request a password-reset email.

Why does it say my email address is already in use?

That usually means you already have an account associated with that email address. Instead of creating another account, choose Sign In and use the same email address.

If necessary, request a sign-in link or reset your password.

How do I update my payment information?

Sign in to your account, open your Dashboard, and go to Purchases. Scroll to the Payment Method section and choose Change Payment Method to enter your updated information.

How do I cancel my membership?

Sign in to your account and go to Dashboard → Purchases. Find your membership, choose Manage, and follow the options to end your membership.

After canceling, you’ll continue to have access through the end of your current paid billing period.

My credit or debit card is being declined. What should I do?

First, make sure your card information is correct and that the card has not expired.

If it continues to be declined, contact your bank or card issuer, as they may be blocking the transaction or recurring payment. You can also try a different payment method.

If your membership has been placed on hold because of a failed payment, updating your payment information should allow the payment to be retried.

GIFT CARDS

How do I purchase a gift card?

Choose the gift card option on the website and follow the checkout instructions. After completing your purchase, you’ll receive the gift information needed to give it to the recipient.

Be sure to keep a copy of the gift information until the recipient has successfully redeemed it.

How does someone redeem a gift card?

The recipient can use the gift link or redemption code you send them and follow the instructions to apply it to their purchase.

If they already have an account, they should sign in using that account before redeeming the gift.

VIDEO PLAYBACK & DEVICES

My video isn’t playing smoothly. What can I do?

Video playback depends on the speed and stability of your internet connection as well as your browser and device.

If you experience buffering or playback problems, try refreshing the page, closing other programs or browser tabs, and making sure your browser is up to date.

If the problem continues, try another supported browser or device.

Which web browsers are supported?

For the best viewing experience, use the latest version of Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari.

Can I watch the videos on my phone or tablet?

Yes. The website works on phones and tablets, so you can access your membership and watch lessons from a supported mobile browser.

Can I watch the videos on my TV?

Yes. Depending on your devices, you can use Chromecast, AirPlay, or connect a computer directly to your television with an HDMI cable.

For wireless casting, make sure your viewing device and television or streaming device are connected to the same Wi-Fi network.

Why doesn’t autoplay work?

Many current browsers and devices automatically block videos from playing on their own, especially when the video contains sound.

If a lesson doesn’t begin automatically, simply press the Play button.

STILL NEED HELP?

If you’re having an account, billing, or technical problem that isn’t answered here, please contact us and we’ll be happy to help.

For watercolor, painting, or lesson-related questions, please post in the Community whenever possible so other members can learn from the discussion too.