Question 1

How do I activate Passport?

Accepted Answer

THIRTEEN Members who give $60 or more a year are eligible for THIRTEEN Passport. If you have not done so, donate to THIRTEEN at the $60 membership level. Learn more here. NOTE: You only need to activate once (the first time you access THIRTEEN Passport). If you have already activated, please see \"How do I Sign in to Passport?\"
If you just made a donation online:
TO ACTIVATE IMMEDIATELY: On the donation thank you page, you will see a blue button that says \"Click here to activate your THIRTEEN Passport access.\" Click the button and follow the on-screen instructions to get started with THIRTEEN Passport immediately.


OR TO ACTIVATE LATER: If you choose not to activate Passport immediately after donating, you can activate later using a code sent to the email address submitted on the donation form. The email will be from THIRTEEN Station Partners (partners@thirteen.org) Follow the instructions in this email to complete the activation process.
If you are an existing THIRTEEN Member without an Activation Code
LOCATE OR REQUEST ACTIVATION CODE - If you donated through an online form, you may have received an email with activation instructions immediately after making your donation. Please be sure to check your SPAM folders for an email from THIRTEEN Passport (membership@thirteen.org) containing your activation code and instructions.

If you did not receive an email, cannot find the email, or are missing your activation code, you can look up your THIRTEEN Passport activation code by filling out this form. PLEASE NOTE: If you made a donation within the last 3-5 business days, your information may not be in our member database yet and won\'t be found using this form.

ENTER ACTIVATION CODE - After filling out the form and clicking \"request activation code,\" you should soon receive an e-mail from THIRTEEN Passport (membership@thirteen.org) with further information. If you don\'t see the email after a few minutes, be sure to check your SPAM folder. Once you have received your activation code via email, follow the instructions in the email or enter the code here.

SIGN IN - You will then be prompted to chose a sign in method. You can select Google, Facebook, or your PBS Account. If you do not want to connect your Facebook or Google accounts to THIRTEEN Passport, the PBS Account option allows you to create a log in with your email address. This will be the method you use every time you sign in to enjoy members-only content. 

ACCEPT TERMS - Review and accept our terms. You must accept the terms to access THIRTEEN PASSPORT. For more information, visit PBS Help. After you accept these terms, you can enjoy your new member benefit.

Question 2

How do I sign in to Passport?

Accepted Answer

Click \"Member Sign In\" on the top right of your screen.



Then, choose the Sign in Method you selected when you activated.

Question 3

I no longer want to sign in with Facebook, how do I disconnect my Passport account?

Accepted Answer

To disassociate your Facebook account: Open Facebook account > Settings > Apps > Click on PBS Video app > Click on “Remove App” at the bottom of the box > Confirm removal




If you no longer have access to your Facebook account, or the above doesn’t work, please try the following:
Go to https://account.pbs.org/oauth2/send-reset-password/, enter email address, and click the green reset button. You’ll get an email with subject “Reset Your PBS Password” with a link inside to create new password.

Clicking the link will take you to the screen below. Enter new password twice then hit “Reset”.



This will set a password for your PBS Account, which is not associated with Facebook. This means that on all PBS websites you can choose the “Sign in with Email” option and login with the same email address and the password you just created. After this process, you should no longer be prompted to sign in with Facebook.

Question 4

I no longer want to sign in with Google. How do I disassociate my Passport account from Google?

Accepted Answer

To disassociate your Google Account: Click the square grid icon on the Google homepage > My Account > Sign in & Security > Apps with account access > Manage Apps > PBS App > Remove Access > Confirm










If you no longer have access to your Google account, or the above doesn’t work, please try the following:
Go to https://account.pbs.org/oauth2/send-reset-password, enter email address, and click the green reset button. You’ll get an email with subject “Reset Your PBS Password” with a link inside to create new password.

Clicking the link will take you to the screen below. Enter new password twice then hit “Reset”.


This will set a password for your PBS Account, which is not associated with Google. This means that on all PBS websites you can choose the “Sign in with Email” option and login with the same email address and the password you just created. After this process, you should no longer be prompted to sign in with Google.

Question 5

How do I change the email address I use to log into Passport?

Accepted Answer

Go to www.pbs.org

Click Sign In at the top left corner


Click the blue bar labeled “SIGN IN WITH PBS ACCOUNT”



Click the green SIGN IN button – now your first name will appear on the top left


Click on your name – a list of options will appear
Click on Profile – this will bring you to the User Profile page


Click the green EDIT button - You will see two fields with your email address


Type your new email address over your old email IN BOTH FIELDS
Click the green UPDATE button

Question 6

I&#8217;ve updated my log in information, but I keep getting re-directed to my PBS profile page. How can I get out of this loop?

Accepted Answer

If you find yourself in a loop after updating log in information, log out and exit the browser completely.  Then go back into our site and sign in.

Question 7

How do I access THIRTEEN Passport on my Roku device?

Accepted Answer

THIRTEEN Passport is a benefit for current THIRTEEN members who contribute at least $5/month or $60/year. If you are a current THIRTEEN member, have already \"activated\" your THIRTEEN Passport benefit, and have a Roku device, you can watch THIRTEEN Passport content on your Roku.

If you are not currently a THIRTEEN member, please become a member. The last step of the donation process will be to \"activate\" your THIRTEEN Passport benefit.
If you are already a THIRTEEN member but have not yet \"activated\" your THIRTEEN Passport benefit click here for activation instructions.


Follow the next steps ONLY after you have already activated your THIRTEEN Passport benefit.

1. Download the THIRTEEN Explore Channel to your Roku device (any device currently supported by Roku will play our channel, including all Roku TV models). 
Click here to visit Roku\'s website and add the THIRTEEN Explore Channel to your Roku. An alternate method is to add the channel from your Roku home screen: go to Streaming Channels -> Search Channels -> type in \"THIRTEEN Explore\" -> Add channel -> Go to channel.

2. The first time you open THIRTEEN Explore on your Roku after you install it, you will see the screen below asking you to \"pair\" your device.

The orange eight-character \"code\" you see will be unique to your device, and you must use the code from YOUR device, NOT THE CODE FROM THE ABOVE EXAMPLE.

If you have previously installed THIRTEEN Explore on your Roku and you don\'t see the screen above when you start up THIRTEEN Explore on your Roku, you can get to the screen above by going to the \"Settings\" menu of THIRTEEN Explore and selecting \"log out\", and then \"re-pair\", as in the screens below.



3. You should then see the \"Pair Now\" screen on your Roku. Leave that screen up and visible in your Roku, and visit thirteen.org/roku in a Web browser on your computer or smartphone, where you will see the screen below. Enter the orange eight-character \"code\" from the THIRTEEN Explore Roku \"Pair Now\" screen and then click \"continue\".


4. You will next see the screen below with choices to sign in. When you \"activated\" your THIRTEEN Passport benefit, you signed in with Google, Facebook, or PBS Account; choose the same sign in method you used when you \"activated\" your THIRTEEN Passport benefit.
 

5. You will probably next be prompted to \"sign in\" by the service (Google, Facebook, or PBS Account) that you selected. If you are already signed in with that service on your computer or smartphone you might not be prompted to sign in.

6. You will probably next be prompted to \"Authorize Thirteen Explore\", which allows your sign in to be used with our app. That will look something like the screen below; you must click \"Authorize\" to be able to watch THIRTEEN Passport content on your device. If you\'ve previously authorized a THIRTEEN Explore app you might not see this prompt.


7. You\'ll briefly see a \"pairing your device\" message, and then the \"success\" screen below:


From this point forward, THIRTEEN Passport content will be visible in your THIRTEEN Explore Roku app, indicated by a \"compass\" icon as in the example screen below.

Question 8

How do I pair my AppleTV device with Passport?

Accepted Answer

1. First, download Thirteen Explore to your Apple TV.

2. Open Thirteen Explore on your Apple TV. When you navigate to a page that is marked as a Passport video indicated by a blue compass icon, click on Sign in to Play:


3. Apple TV will prompt you to Pair Now to get your pairing code. Please note, this is different from your Passport activation code.


4. On your computer or mobile phone, go to thirteen.org/pairing. Enter the pairing code from your TV (step 3) and choose Continue.


5. You should see an Almost There message. Select Member Sign In if you are an existing THIRTEEN Member who activated the Passport member benefit. If you are not a THIRTEEN Member, click here to become a member and gain access. If you are a THIRTEEN Member but have not activated Passport click here to get activation instructions.


6. You should see a welcome screen to review and accept terms.


7. Confirm that viewing history may be shared.


8. If you have already activated THIRTEEN Passport, sign in with either Facebook, Google or your PBS account. If you have not activated THIRTEEN Passport click here for activation instructions.


9. Once signed in, you should see a Success! window, and you can enjoy your Passport video on Apple TV.

Question 9

How do I pair my Fire TV device with Passport?

Accepted Answer

1. Download the Thirteen Explore app on your Fire TV.

2. Open Thirteen Explore on your Fire TV. When you navigate to a page that is marked as a Passport video indicated by a blue compass icon, navigate to Sign in to Watch:


3. Fire TV will prompt you to Pair Now to get your pairing code. Please note, this is different from your Passport activation code.


4. On your computer or mobile phone, go to thirteen.org/pairing. Enter the pairing code from your TV (step 3) and choose Continue.


5. You should see an Almost There message. Select Member Sign In if you are an existing THIRTEEN Member who activated the Passport member benefit. If you are not a THIRTEEN Member, click here to become a member and gain access. If you are a THIRTEEN Member but have not activated Passport click here to get activation instructions.


6. You should see a welcome screen prompting you to review and accept terms.


7. Confirm that viewing history may be shared.


8. If you have already activated THIRTEEN Passport, sign in with either Facebook, Google or your PBS account. If you have not activated THIRTEEN Passport click here for activation instructions.


9. Once signed in, you should see a Success! window, and you can enjoy your Passport video on Fire TV.

Question 10

When I try and log in with Facebook, I get an &#8220;Email Required&#8221; error from PBS

Accepted Answer

If you try to log in with Facebook and get an \"email required\" error saying \"We could not log you in through Facebook because PBS was not provided access to your email address,\" and you want to use your Facebook account as your activation login, 


1. Go to https://www.facebook.com/settings/?tab=applications

2. Click on the \"PBS Video Portal\" app

3. Make sure that in the \"Info you provide to this app\" that \"Email address\" is checked.

Question 11

I’m trying to watch a video, but it keeps stopping and starting? How can I get the program to stream smoothly?

Accepted Answer

Make sure that you don’t have any additional programs in the background and that your Flash player is up-to-date and not blocked by your browser.

Question 12

Why am I not able to access videos outside of the US?

Accepted Answer

Online video is subject to geo-filtering, which restricts the areas that can view PBS content. PBS is legally obligated to ensure each program does not exceed its granted rights, which unfortunately eliminates international streaming ability for PBS programs outside the US.

Question 13

How can I watch Passport videos on my smart TV?

Accepted Answer

At this time PBS Video is not supported on Smart TVs that do not use Android, such as Samsung, Vizio, or LG Smart TVs.  All compatible Android Smart TVs will have a Google Play Store app on their TV where they can download the PBS Video app for Android.  The following Smart TVs are Android compatible: Sharp Aquos, Sony Bravia, Mi Box, Nvidia Shield, Razor Forge TV.  You’ll also be able to access Passport videos if you have a Roku TV, or a Smart TV with the Roku app pre-installed (TCL, Insignia, Hitachi, Sharp, RCA, Hisense).

Question 14

I&#8217;m trying to watch online through Safari, but the videos don&#8217;t play. What&#8217;s going on?

Accepted Answer

Safari re-directs websites from HTTP (Hypertext Transfer Protocol) to HTTPS (Hypertext Transfer Protocol Secure).  Since Passport isn’t currently set up to stream on HTTPS, try utilizing another browser (Firefox, IE, Chrome).

Question 15

I&#8217;m trying to watch online through Safari, but when I try to sign in, it says I&#8217;m already signed in even though my name isn&#8217;t in the upper right hand corner. What&#8217;s going on?

Accepted Answer

1. Log out and clear your cache: To clear your cache, click on the Safari menu in the upper left hand corner of your screen. Select Preferences from the menu.  


2. In the window that appears, click the Privacy tab. Click the button Manage Websites Data.  


3.Select THIRTEEN.org from the list and click Remove.  


4. Sign back into THIRTEEN.org and play a video.

Question 16

Why am I required to share my history in order to access Passport?

Accepted Answer

PBS and THIRTEEN are working together to bring this benefit to our members and it is necessary for these two organizations to pass viewing history data to each other and to certain service providers (e.g. our member database host) to provide this service. This viewing data may be used to help us better understand viewing habits and to customize and improve your viewing experience.  It will not be sold or otherwise made public. 

We are required by law to get your consent to share your viewing history data with these parties in accordance with the Video Privacy Protection Act.  You consent lets us work together with PBS and our vendors to provide the THIRTEEN Passport service to you.  Be assured that we take our members’ privacy very serious.  You can view our complete Privacy Policy here.

Question 17

How come I can’t livestream programs?

Accepted Answer

Live streaming of our programming as it’s being broadcast is something that PBS and its member stations have investigated, but at the moment, the resources and technology necessary to offer this service are too costly.  Please note that support from members like you has enabled us to bring you streaming access through THIRTEEN Passport in addition to broadcasting incomparable series like THE VIETNAM WAR on the air.

Question 18

How do I update my credit card for THIRTEEN Passport?

Accepted Answer

Passport is one of the benefits available to Members of THIRTEEN. To update the credit card used for your monthly Sustainer Membership donation to THIRTEEN, visit www.thirteen.org/sustainer and fill out your info and new card number, then check the box “I’m a current sustaining member and I’m updating my information” to indicate you’re a current member updating your information.

Question 19

How do I cancel my THIRTEEN Passport benefit?

Accepted Answer

Passport is one of the benefits available to Members of THIRTEEN. If you are a Sustainer member donating monthly, you can cancel your Membership by emailing us at membership@thirteen.org. When you cancel your monthly gift, all Member benefits including Passport and the monthly program guide subscription will be canceled as well.

Activation and Sign In

How do I activate Passport?

How do I sign in to Passport?

I no longer want to sign in with Facebook, how do I disconnect my Passport account?

I no longer want to sign in with Google. How do I disassociate my Passport account from Google?

How do I change the email address I use to log into Passport?

I’ve updated my log in information, but I keep getting re-directed to my PBS profile page. How can I get out of this loop?

How do I access THIRTEEN Passport on my Roku device?

How do I pair my AppleTV device with Passport?

How do I pair my Fire TV device with Passport?

When I try and log in with Facebook, I get an “Email Required” error from PBS

Playback and Video Issues

I’m trying to watch a video, but it keeps stopping and starting? How can I get the program to stream smoothly?

Why am I not able to access videos outside of the US?

How can I watch Passport videos on my smart TV?

I’m trying to watch online through Safari, but the videos don’t play. What’s going on?

I’m trying to watch online through Safari, but when I try to sign in, it says I’m already signed in even though my name isn’t in the upper right hand corner. What’s going on?

Privacy

Why am I required to share my history in order to access Passport?

Programming and Content

How come I can’t livestream programs?

THIRTEEN Passport Account Information

How do I update my credit card for THIRTEEN Passport?

How do I cancel my THIRTEEN Passport benefit?