Need Help?

Here are answers to the most frequently asked questions...

Study Gateway is an online streaming video subscription service offering instant access to hundreds of video Bible and topical studies from Thomas Nelson and Zondervan. Study Gateway can be accessed on any computer as well as iOS and Android devices, and on Roku and Fire TV. 

  • For Technical or Online Bible Study Support

    Email customercare@studygateway.com or call Customer Service at 800-727-3480 (M-F, 8am-6pm EST).

  • Contact a Church Specialist Today

    Interested in signing up or have questions about what a Study Gateway subscription would look like for your church? Our Church Specialists are here to serve you. Email customercare@studygateway.com or call Customer Service at 800-727-3480 (M-F, 8am-6pm EST).

 Quick Tutorials and Tips for Using Study Gateway

Free Trial and Billing

How does the Free Trial work? +

Try us free for 7 days! You'll instantly have unlimited access to all of our video Bible studies over the Internet on your computer, iOS or Android device, smart TV, Roku or Fire TV. 

If you enjoy Study Gateway, do nothing at the end of your trial and your subscription will automatically renew month-to-month for as long as you choose. You can easily cancel anytime, online, 24 hours a day. There are no long-term contracts or cancellation fees. Just sign up to get started!

How does Study Gateway billing work? +

Your Study Gateway subscription renews automatically every month or year on the date of your first bill. Your first billing will occur at the end of your 7-day free trial, then monthly subscriptions will renew on that date every month, and annual subscriptions will renew on that date the next year. 

Logging in and Getting Started

I've got questions about starting up my paid subscription +

Getting started with your new Study Gateway subscription? Check out this FAQs page specifically for your startup questions:

New Subscriber FAQs


  • Oops! I'm getting "This email has already been taken."
  • Oops! I'm getting "These credentials do not match our records."
  • Why is it telling me to start a free trial? I thought I already signed up!
  • Can I share my login with anyone?
  • Can I play videos from my personal account for my in-person small group?
  • Can our online small group watch this together on Zoom?
I've got questions about my redemption code or my free account +

Have you redeemed a code for streaming videos, or signed up for free access to first sessions?  Check out this FAQs page specifically for your startup questions:

Code Redeemer and Free Access FAQs

  • Where do I find the streaming video redemption code?
  • Oops! I'm getting "Invalid code."
  • Oops! I'm getting "Duplicate code."
  • Oops! I'm getting "This email has already been taken."
  • Oops! I'm getting "These credentials do not match our records."
  • I'm trying to watch my videos, but it keeps saying "Sign up now" or "Start free trial." I thought my videos were free!
  • What's Study Gateway Open? I see it in my Purchases list.
  • What's the difference between this and Study Gateway's paid subscription?
  • Why is it telling me to start a free trial? I thought I already signed up!
  • Can I share my redemption code with anyone? How about my login?
  • If I can't share my login, can I get extra codes to give to my friends so they can watch these videos too? 
  • Can I play videos from my personal account for my in-person small group?
  • Can our online small group watch this together on Zoom?

Study Gateway for Churches and Small Groups

Our church is tax exempt. How do I enable the subscription to be exempt from sales tax? +

If your church is tax exempt, after sign up, you can submit your tax exempt form to our Customer Service team within 7 days of signing up to ensure your first billing occurs tax free. Email your tax exempt form to: CustomerCare@StudyGateway.com. Tax exempt status applicable for US customers only.

How do I invite members to my Study Gateway church or small group account? +

To invite church members to your Study Gateway church or small group account, follow these steps:

If you're starting from www.studygateway.com:

1. Log in
2. Click on your name or "Your Account" in the top corner
3. On the account management page, click your name or "Your Account" again for a dropdown
4. Click Group
5. Go down to Manage Invites

If you're starting from watch.studygateway.com:

 

1. Log in
2. Click on your initial in the top corner
3. Go to Account Settings
4. Click the link to go to manage your settings.
5. Click Manage Group
6. Go down to Manage Invites

On the Manage Invites page you will see a form where you can enter the member's email addresses. The email addresses can be separated by a comma or each email address on a new line. If you have a spreadsheet list of the email addresses in a column, you can easily copy and paste the column into the form.

After entering the email addresses in the form, click on "Invite Users" and email invitations will be sent so the members can sign up for Study Gateway under your church account.

Note: If a member does not respond to the first email sent, the member will automatically receive two more copies of the email invitations separated by 2 days between each send. Also, each email invitation contains a sign up link that is unique to each member. These sign up links expire after 30 days. You can resend an email invitation to a member simply by reentering their email address into the form.

If you are having issues with members not receiving email invitations, please contact Customer Service at: CustomerCare@StudyGateway.com.

What are the subscription options for churches? +

Our Church subscription plans are based on the number of users who will be using Study Gateway. Church plans start at $49.99/month, and substantial discounts apply when paying annually. To sign up for a church subscription, visit: https://www.studygateway.com/join.

May I share my individual subscription with my church or other organizations? +

Individual subscriptions to Study Gateway are for personal and home/small group use only. If you know of a church or organization that would benefit from Study Gateway, we offer affordable church subscription pricing. For more information about church subscriptions, please visit: https://www.studygateway.com/join

Account Help

How do I change my email address? +

Starting from watch.studygateway.com:

1. Log in
2. Click on your initial in the top corner
3. Go to Account Settings 
4. Click the link to go to manage your settings.

On the My Account page, click on the “Change email” link and follow the onscreen instructions to update your email address.

I forgot my password +

To reset your password, please do the following:

1. Go to https://www.studygateway.com/app/login
2. On the login screen click on “Forgot Your Password?”
3. A field will appear prompting you to enter the email address associated with your account.
4. Click “Send Password Reset Link” after entering your email address.
5. An email will be sent to you shortly with a link to reset your password.
6. Click on the link in the email.
7. On the new page, type in your new password. Click submit to finish.

How do I update my payment method? +
    1. Log in to your Study Gateway account
    2. Click on your profile name in the top right corner of the navigation bar to reveal the dropdown menu then click on "Account" to access your account page.
    3. On your Manage Your Account page, you will see a link that says "Update credit card" under the Profile & Billing section. 
    4. Follow the onscreen instructions to fill out your new credit card and click Update
How do I cancel my subscription? +

If you have an individual subscription, follow the steps below to cancel. If you have a church subscription, please contact customercare@studygateway.com to cancel.

1. Log in to your Study Gateway account.

2. Click on your profile name in the top right corner to access your account page.

3. On the My Account page, click on the “Cancel Membership” button.

Note: If you do not see a Cancel Membership button and have an individual subscription it means that your account has already been cancelled and is inactive.

Using Study Gateway

How can I watch StudyGateway on my cell phone or tablet? +

You can watch Study Gateway on your smart phone or tablet by following these instructions:

To watch on iOS devices

To watch on Android devices

How can I watch StudyGateway on my TV? +

You may use the following methods to access Study Gateway on your television. Click your preferred method for further instructions: 

  1. Apple TV
  2. Android TV
  3. Chromecast
  4. Roku
  5. Fire TV
  6. Direct HDMI connection from computer to TV - if your computer has an HDMI output, you can directly connect your computer to your TV with an HDMI cable.
How do I watch Study Gateway on my computer? +

To begin watching videos on Study Gateway from your PC or Mac:

  1. Open an Internet browser and go to www.studygateway.com
  2. Sign into your Study Gateway account
  3. Select a series to Play
What web browsers are supported? +

The recommended web browsers to use for Study Gateway are Chrome, Firefox, Safari, or Internet Explorer. We recommend keeping your web browser up to date for the best experience.

Do your videos include closed captioning? +

Some of our more recent studies will have closed captioning available in the player. For some of the studies that do not have closed captioning available we offer video transcripts upon request. To request a video transcript please contact Customer Service at: customercare@studygateway.com

I'm having problems streaming. What are the minimum streaming requirements? +

Below are the Internet download speed recommendations per stream for playing videos through Study Gateway.

  • 0.5 Megabits per second - Required broadband connection speed
  • 1.5 Megabits per second - Recommended broadband connection speed
  • 3.0 Megabits per second - Recommended for SD quality
  • 5.0 Megabits per second - Recommended for HD quality

The video series we have available in high definition will play in 720p or better with a fast enough internet connection.

You can check your internet speed using Speedtest.

If you're having issues with the app crashing, please log a support ticket at CustomerCare@StudyGateway.com.

I’m having problems streaming videos +

One of the most common causes of problems while trying to watch videos on Study Gateway is weak or intermittent Internet connectivity. Frequent rebuffering or loading, problems starting the Study Gateway application, or trouble starting playback of a video when you're trying to stream on your device generally indicates a slow or interrupted Internet connection.

Fortunately, we've got some great steps below that resolve most Internet connectivity problems.

Note: If you complete the steps below and are still having issues connecting to Study Gateway, we highly suggest you reach out to your Internet Service Provider. They will be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.

Restart your home network

For this step, make sure to leave your computer powered off and ALL of your home network equipment unplugged as a group for about a minute before plugging each device back in one by one. 

  1. Turn off your computer. 
  2. Unplug your modem (AND your wireless router, if it's a separate device) from power for no less than 30 seconds. 
  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on. 
  4. Turn your computer back on and attempt to stream Study Gateway again.

Connect your computer directly to your modem

If you're connecting through a wireless router that's connected to your modem, and still can't connect after restarting your network, try bypassing the router and connecting directly to the modem with an Ethernet cable. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause. 

  1. Turn off your computer. 
  2. Plug your computer directly into your modem using an Ethernet cable. 
  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on. 
  4. Turn on your computer and attempt to stream again.

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Study Gateway directly through your modem, it's likely that the router itself is the source of the problem.
  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream on Study Gateway, you may want to check with your equipment provider to make sure your modem and Internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your computer directly to your modem if you can--it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, it's okay to skip to Step 3.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, try some or all of these steps to improve your wireless connectivity:

  • Move your router to a new location to improve signal strength--you'll usually see better reception throughout your home if the router is in a central location.
  • Wireless interference can cause big problems when trying to connect over Wi-Fi. Cordless phones, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that's hidden behind it.

If you're having network connection issues while trying to stream on Study Gateway, the steps above are a great place to start. If you've tried all of our suggestions, and you're still having connection problems, you will want to contact the person that set up your home network. They should be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

Does your content stream in HD? +

Yes! Many of our video series are available in HD. The picture quality while streaming videos may vary from computer to computer, and device to device. Picture quality may be affected by a variety of other factors, such as your location, the bandwidth available through and/or speed of your Internet connection.

Streaming in HD uses more bandwidth than streaming in standard definition. Please check with your Internet provider for information on possible Internet data overage charges, as you are responsible for all Internet access charges.

How do I access a study guide? +

Study Gateway is a division of HarperCollins Christian Publishing, and as a subscriber you have access to our store to buy study guides and curriculum direct from the publisher. Visit ChurchSource.com, or call 1-800-727-3480 to order!