Frequently Asked Questions
PBS Passport is a member benefit from participating PBS stations that gives eligible donors and supporters extended access to an on-demand library of quality public television programming online. The PBS Passport library features episodes from popular programs, including American Experience, American Masters, Antiques Roadshow, Nature, NOVA, and Masterpiece — including all six seasons of Downton Abbey. In addition to these signature series, the library is full of public television’s acclaimed arts, science, history, and lifestyle programs; including How We Got to Now, Earth a New Wild, Austin City Limits, and a rotating selection of films from Ken Burns. Local stations give the Passport benefit to their supporters who qualify for their Passport membership benefit. Each station can set their own qualifications for Passport, but most stations give the benefit to members who donate at least $60 a year, or $5 Sustainer/Ongoing-monthly gifts. For the most accurate information, please contact your local station or visit their website. If you are interested in receiving the Passport membership benefit or are already a contributor with your local station, please contact your local station and ask about their eligibility requirements and membership activation. If you have additional questions about the Passport membership benefit, please check the list of related questions below or use the search bar above to find additional answers on our PBS Help site.
Fri, 20 Jul, 2018 at 12:41 PM
Passport Lookup Tool Click the link above to open the Passport Lookup Tool and check on the status of your Passport membership benefit. The Passport Lookup Tool can help you quickly find the status of your Passport membership benefit. Simply enter your contact email address you provided to your station and click the green "Find Member" button to search for your Passport benefit. Your search can return five possible results: 1. Member Found You have already activated your Passport benefit. Sign in with the PBS account you originally linked to your benefit. (Note: Your login account may use a different email than the contact email you entered into this tool.) 2. Account Activation Needed You have not yet activated your Passport benefit. An email will be sent to the contact email address you entered with an activation code and a link to the activation site. 3. Passport Expired Your Passport benefit has expired. If this is incorrect, and you are still a qualifying member with your local station, please contact them directly to inquire about your membership status with them and request they update the expiration date on your Passport benefit. 4. Passport Disabled Your Passport benefit has been disabled by your local station. Please contact them directly to inquire about your membership status with them and request they update the status on your Passport benefit. 5. Member Not Found There is no Passport benefit in the system associated with the contact email address you searched for. Your station may not have set up a benefit for your membership yet, they may have set one up under a different contact email address, or they may not have a contact email address for you. Please contact them directly to inquire about your membership status with them and the status of your Passport benefit.
Mon, 1 Oct, 2018 at 3:50 PM
Passport is a membership benefit provided by your local station. For security purposes, only your station has access to your membership information and billing. Because memberships are retained at a local level, you must email or call your local station in order to cancel your Passport member benefit. Most stations have a way to update your information or contact them at their website, so we suggest looking at your local station's website for more information. You can also use the below link to find contact information for your station to email or call them with. Find your local station contact information. If your station sent you an email confirmation thanking you for your gift, this email also should have had information on how to contact your station.
Fri, 4 May, 2018 at 10:17 AM
The following steps illustrate the Passport activation process from beginning to end. You can activate your PBS Passport account from your desktop computer or laptop using the latest versions of Chrome, Firefox, Safari, and Internet Explorer. After you have received an email from PBS or your local station with your Passport activation code and instructions, click Click Here to Activate Now (Figure 1). Alternatively, if you have your four-word activation code, you can go directly to http://www.pbs.org/passport without needing to go through the email invitation. Figure 1 After following the link or entering your activation code, you are directed to an activation screen where you should see the logo of the local station you are a member with. On the right side, it will ask you to sign in through Facebook, Google, or a PBS account. If you already have one of those three accounts, you can click the respective option and sign in with your account. If you are not sure if you have an account, or would like to set one up, you can click the option to Create a PBS Account further down on the right side of the page. After signing in, you will see the below screen asking you to confirm the account for Passport (Figure 2). Click the checkbox stating that you allow PBS to share your viewing history (Figure 2). * Please note that you must check this box to continue with the Passport activation process. Why do PBS and my station ask for this? Figure 2 Click Confirm (Figure 3). Figure 3 Your activation is complete. Click Get Started to begin watching Passport content (Figure 4). Figure 4 Passport content is designated by a blue "compass rose" icon. The icon also appears next to your name, indicating that you are logged in and can view Passport videos. If you do not see the blue Passport icon () next to your name, you have not completed the activation process or you have not signed in with the same email address you used when you activated your Passport member benefit. Think of any other email addresses you may have used and try signing in with those until you see the blue Passport icon next to your name. Figure 5 Because the Passport benefit is a one-time activation, you will not need your activation code in the future. All you need to access Passport is the email address and personal password of your login account you signed into earlier in the activation process. Below are additional links with instructions on how to sign in to your Passport account on our apps on supported streaming devices: Activate on Roku Activate on Apple TV Activate on Apple TV 4th Generation Activate on Amazon Fire TV, Amazon Fire Stick, or Android Smart TV
Fri, 4 May, 2018 at 10:16 AM
Once you've activated your Passport benefit, you can watch videos online at any time by visiting PBS.org. There is no separate "Passport website" - Passport and non-Passport videos can be found in one place! The images and directions below cover videos at PBS.org, but you can also access Passport videos through the PBS Video app on supported devices. Logging In to PBS.org First, you will need to log in with your Passport-enabled PBS account. Click the "Sign In" option displayed at the top left corner of the website. A prompt with three account login options will appear. Please sign in with the same Facebook, Google, or PBS account you linked to your Passport benefit during activation. In case you do not remember the personal password for your login account, you can reset it using the "Forgot your password" option. You will receive an email with reset instructions. Once you sign in with your Passport-enabled account, your name will replace the "Sign In" option at the top of the site. The blue Passport compass rose icon will display next to your name, reflecting that the account has been linked to a Passport benefit. Finding Shows and Videos There are two convenient ways to find videos on the website: the Shows page and the site Search. You can click “Shows” at the top of the site to browse available offerings. The “Shows” page lists the poster images for national and local shows on PBS.org. You can also filter by show Title with a keyword, select a Genre, show only local shows, sort alphabetically, or change the listing layout from images to text. Click a show name or image to visit that show’s page. Only video thumbnail images will display the Passport icon - Show images (above) will not display the Passport icon even if that show includes Passport videos. Shows can include non-Passport videos, Passport-exclusive videos, or both. An example of what Passport videos look like can be found below. To search the entire site for a keyword, you can click the magnifying glass icon in the top right corner of the site. This will return relevant show and video results, if any. Available videos can be found in the "Episodes" section of select Shows. Passport videos display the Passport icon in the top left corner of the video thumbnail image. You can click that video title or image to view that video. If you are logged in with your Passport-enabled account and your benefit is still active then you will be able to play the video instantly by clicking the triangular play button in the center of the video. If you are signed in with your Passport-enabled account then you will instead see the Passport offer screen pictured below and be given the option to either "Become a Member" or "Sign In". And if you are signed in with an account but do not have the Passport benefit then you will see the same Passport offer with the option to "Become a Member". (Notice the Passport icon is not displayed by the user's name at the top of the site.) Unavailable Videos Some videos expire and become unavailable, even with Passport. If you are signed in with a Passport-enabled account and localized to your local PBS station, but you see a "This video is unavailable" error message, the video has likely expired. Expiration dates are listed beneath the video's description. For these videos, the streaming rights have expired and PBS is unable to offer them for online streaming. If you receive the above message, but the video has not expired, you may be outside of the United States where PBS does not have the rights to offer this content. If you are within the United States, you may be localized to a PBS station which does not offer Passport. In cases where a show has no available episodes for streaming, the Episodes section on the show page will not be listed. Currently these show pages are left available since external sites link to these pages and streaming rights may be renewed for these episodes in the future. These pages also offer clips, previews, information on the show, or links to purchase the videos from third parties, such as Apple iTunes or Amazon. Our websites and video player are supported on the latest versions of the following web browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari Other web browsers, such as Silk on Amazon devices or Smart TV web browsers, are unsupported and can cause playback errors. Other Site Features The PBS.org website also offers members a few management options for your accounts. When signed in, you can hover their mouse over your name at the top of the site and a list of options will appear beneath your name. Favorite Shows allows users to save select shows so they can quickly navigate to them in the future. Shows can be added to Favorite Shows by clicking the "Add to Favorites" button on each individual show page. Watchlist allows users to save select videos they would like to watch later. Videos can be added to the Watchlist by clicking the "Add to Watchlist" button on each individual video page. Viewing History allows users to see what videos they have previously watched, and return to a saved spot in that video based on where they last stopped watching. Profile allows users to see their user profile information, and update their name, email address, or password.
Thu, 7 Mar, 2019 at 2:43 PM
The Passport benefit can only be linked to one PBS account at a time. You can create multiple PBS accounts with different email addresses, but only the account you originally linked to your Passport benefit will grant you access to Passport videos. PBS offers two ways to change the email address you use with your Passport benefit. If you would like to simply update the email address of your PBS account, you can make this change through your account's User Profile. Please visit this help page for instructions. Note: You will only be able to update the email address of your PBS account if you have not previously created a new PBS account with the updated email address. Please use the below tool if you have multiple PBS accounts. If you would like to switch the PBS account you use to log in to watch Passport videos, you can reactivate your Passport benefit with a new account through the Passport Reset Tool. Resetting your Passport benefit is easy and only takes a few minutes. 1. Open the Passport Reset Tool page. You will see a prompt to sign in with the PBS account linked to your Passport benefit. Click "Sign In" and you will see a login prompt appear. If you do not remember the PBS account linked to your Passport benefit and have multiple PBS accounts, try signing into each account one at a time. Once you sign in, you will receive a message confirming if the PBS account is linked to your Passport benefit or if you need to try another account. 2. Log in with your PBS account. Choose one of the three login options (PBS Account, Google, or Facebook) and enter the email address and personal password for your account. This will be a PBS account you previously created to originally activate your Passport benefit. Don't remember your password or receive an invalid login error message? Reset your PBS account password here. 3. Confirm your Passport benefit reset. We will also send you an email confirming your Passport benefit has been reset, as well as a link to reactivate your benefit at a later time if you have to step away from your computer before you can reactivate your benefit. When you originally donated with your local station, you may have provided an email address to contact you at and we will ask you to confirm if you would still like to use this email address. If you would like to use this email address, select that email address. If you would instead like to use a new email address, select "A different email address" and enter the email address you would prefer to use. Once you have selected your preferred email address, select the "Reset My Passport Access and Send My Activation Email" button below to continue. 4. Reactivate your Passport benefit. Your Passport benefit has been reset and you can now reactivate it with a different PBS account. Select "Reactivate My Benefit" to continue. If you need help with the Passport activation process, please visit this help page with instructions and images on how to activate your benefit. Once your benefit has been successfully reactivated with your new PBS account, you will see the below "Activation Complete" screen and can begin watching Passport videos again. Common Issues and Solutions No Passport Membership Benefits The message means you have signed into the Passport Reset Tool with a PBS account that is not linked to an active Passport benefit. We recommend signing out and signing back in with another PBS account you or someone in your household may use. You may have set up an older PBS account in the past when you originally activated your Passport benefit. *This message does not always mean you are not a member with your local station or that you do not have the Passport benefit. Your Passport benefit likely exists, but is linked to a different PBS account or has not yet been activated. Passport Benefit Expired The PBS account you signed in with is linked to a Passport benefit, however the expiration date of the Passport benefit has passed. Please contact your local station to inquire about your membership and billing, and either renew your membership or request they update the expiration date of your Passport benefit. Unable to sign into my PBS account If you are unable to sign into your PBS account because you have forgotten your password, or because you previously used a Facebook or Google login option which you no longer have access through, please reset your password for your PBS account. Once you have reset your password for your PBS account, return to the Passport Reset Tool and log in with your email address and new password. If you are unable to reset your password for your PBS account because you no longer have access to the email inbox for your email address of your PBS account, please send our support team a message with the email address of your previous PBS account and the email address you currently use. Frequently Asked Questions and Answers What information do I need to provide in order to use this tool? You will need the email address and personal password of the PBS account you originally linked to your Passport benefit. If you do not remember the personal password for this PBS account, you can reset the password for the PBS account at this page. If you no longer have access to the inbox for this email address, please submit a message to us at the bottom of this site requesting that your benefit be reset. Do I need to make a new donation when my Passport benefit is reset? You will not need to make a new donation, or make any updates to your billing information. If you ever need to update your billing information, or would like to renew or cancel your recurring donation, please contact your local station. What will happen to my saved Favorites and Watchlist on my PBS account if I use this tool? This tool does not delete your original PBS account, however saved videos and shows will remain on your original PBS account. When you reactivate your benefit with a different PBS account, the new PBS account will not share the same saved videos and shows. Can I update the email address on my PBS account without using this tool? You can update the email address for your PBS account by signing in to your User Profile and selecting "Edit" or "Update Personal Information." However, you will only be able to update your account to an email address that is not already in use - if you have set up multiple PBS accounts already, then you cannot use the same email address for two PBS accounts.
Thu, 1 Nov, 2018 at 2:10 PM
The PBS Passport library currently offers members more than 1,000 episodes from popular shows like American Experience, American Masters, Antiques Roadshow, Nature, NOVA, and Masterpiece — including all six seasons of Downton Abbey. In addition to these signature series, the library is full of public television’s acclaimed arts, science, history, and lifestyle programs; including How We Got to Now, Earth a New Wild, Austin City Limits, and a rotating selection of series from Ken Burns. More shows are being added all the time. Due to streaming rights and legal issues, PBS is unable to distribute a list of Passport shows. If you are interested in seeing if a specific program is available for online streaming, enter the program's title in the Search Term box at this page: http://www.pbs.org/search/ Not a PBS Passport member? Contact your local station to inquire. Passport videos are designated by a blue "compass rose" icon as shown in the image below:
Mon, 11 Feb, 2019 at 4:11 PM
Please begin by checking your email spam folder. If the email is not there, please contact your local station or view this list of possible reasons. Be sure you are checking the same email account you used when you registered for PBS Passport. Also, please note that after you donate, it can take up to two business days to receive your activation code. Please keep in mind that often if you are already on PBS.org and you clicked a link to activate your Passport membership, no other action is required. To confirm that you have activated your Passport account, go to http://www.pbs.org/, change your local station if it is not showing, and sign in as you did during activation. If your Passport is activated properly, you will see a small blue and white compass rose symbol by your name in the upper left portion of the screen. When you search through the site, any video bearing that same blue and white compass rose symbol are videos available to Passport members. If you do not see the blue Passport icon () next to your name, you have not completed the activation process or you have not signed in with the same email address you used when you activated your Passport member benefit. Think of any other email addresses you may have used and try signing in with those until you see the blue Passport icon next to your name. If you are still having trouble, email support.
Thu, 3 May, 2018 at 11:17 AM
A PBS account is used to sign into pbs.org sites and the PBS Video app. A PBS account is required to use the Passport benefit, as well as access profile features such as our Watchlist, Favorite Shows, and Watch History. To create a PBS account, please visit our account creation page and follow the directions below. In the First Name field, type your first name. In the Last Name field, type your last name. In the Email field, type your email address and type it for a second time in the Re-enter Email field to confirm your email address has been entered correctly. Your email address will act as the "username" for your PBS account, so we recommend using a real email address you are still able to access. In the Password field, enter a personal password including at least 8 characters made up of both letters and numbers. A "Show Password" option is available on the right side to show which characters you are entering. A box to the right side of the Password field will appear as you begin typing. The box will advise you to enter more characters compatible with our password requirement, show the entered password is considered a "Weak Password," or show the entered password is considered a "Strong Password." This box is only advising you on the entered password - a "Weak Password" warning will not prevent you from using the desired password. Select the "I'm not a robot" reCAPTCHA check. Once all of the above fields have been properly filled out, the Register button will switch from gray to green. You can now select Register to complete your account set up. If there was an issue with any of the above fields, you will see an error message next to the respective field advising you on how to correct the issue. Once your PBS Account has been created, you can now sign in at pbs.org and the PBS Video apps with that account. Simply use the original email address and personal password you entered during account creation to log in. If you receive a message that a PBS account already exists with the entered email address, you can regain access to your old PBS account by resetting your PBS account password.
Mon, 29 Apr, 2019 at 10:50 AM
If your Passport is activated properly, you will see a small blue and white "compass rose" icon ( ) by your name in the upper left portion of the screen. If this icon does not appear next to your name and your Passport benefit is not being recognized, please check the below possibilities and suggestions. In most cases, this problem occurs when you are signed in at PBS.org using a different sign-in account (an email address associated with a Facebook, Google, or PBS Account) from what you originally activated Passport with. For the quickest resolution, we recommend trying to sign out and sign back in with any other accounts you may have with PBS. You can also try entering your contact email address for your membership at the Passport Lookup page. This is the email address your station contacts you with and can use to look up your membership. Entering your email address and clicking on the Find Member button will return one of four results: If the page returns no member found, please try using the Lookup Tool again and enter another email address which may be connected with your membership. If it is unable to locate your membership under any email address, it's possible your station has no contact email address for your membership or did not set up your Passport benefit. Please contact your local station and ask them to check on your Passport. You can find the contact information for your local station at this page. If the page returns your Passport has not been activated, your Passport is still waiting to be activated before you can use it. Please check your email inbox for the Passport activation email sent to you by your local station. The Lookup Tool should also send you a new activation email with that information. The email will include your four-word activation code and instructions on activating your Passport. If the page returns your Passport has expired, please contact your local station and request they update your Passport's expiration date to match your membership. You can find the contact information for your local station at this page. If the page returns your Passport has been activated, you or someone in your household has activated the Passport with an account other than the one you are currently signed in with. Please note the email address you have entered on this Passport Lookup page is only the contact email address on your membership - your Passport can be activated with a different account and not the email address you have entered on this page. Proceed to Step 2 below. If the Passport Lookup page returns your Passport has been activated, and you are signed in, but still do not have access at PBS.org, then you likely have activated your Passport with an account other than the account you are currently signed in with. This can occur if you have set up multiple accounts with PBS in the past. If you activated your Passport after December 2016, you should have received an email stating which account you used to activate your Passport. If you do not have this email, try signing out and signing back in with any other accounts you may have. If you share your membership or household with another person, they may have used their account to activate and not your account. If the Passport Lookup page said you were activated in Step 1, and you are unable to find the account you activated your Passport with in Step 2, please send us a message at this page and we can retrieve this information for you. In your message please specify the email address you used in the Passport Lookup page as this will help us locate your Passport. Change the Account Linked to My Passport Benefit If you've activated your Passport benefit but have multiple PBS accounts, only the PBS account linked to your Passport benefit will grant you access to Passport videos. If your access isn't recognized, you may be signed in with a different account. If you have accidentally linked your Passport benefit to an old account, or you wish to instead link your Passport benefit to a different account, you can change the account linked to your benefit using our Passport Reset Tool.
Wed, 24 Oct, 2018 at 3:32 PM