FAQs & Answers

  • Compatibility

     

  • Product

     

  • Installation

     

  • The Membership

     

  • The App

     

  • Orders & Shipping

     

  • Payments & Billing

     

  • Returns & Membership Cancellation

     

Orders & Shipping

When will my order be shipped?

Your JubileeTV will ship from our warehouse in California within 1-2 business days, shipped via expedited shipping.

JubileeTV generally arrives 4-5 days after placing your order.

How long does delivery take?

Orders are shipped via expedited shipping and usually arrive withing 4-5 days of placing your order.

Can I track my order?

You'll receive an email confirmation including a tracking number when your order ships.

What shipping carriers do you use?

We use USPS, FedEx, and UPS to ship your orders, depending on the most efficient shipping options. We choose the best carrier to ensure timely delivery.

Do you ship internationally?

No, we currently only ship within the United States.

How can I change or cancel my order after it’s been placed?

If you need to change or cancel your order, please reach out to our customer support team as soon as possible. We’ll do our best to accommodate your request before the order is processed and shipped.

What should I do if my package is delayed or lost?

If your package is delayed or lost, please contact our customer support team as soon as possible. We will work with the shipping carrier to resolve the issue and ensure you receive your order.

Can I change the shipping address after placing an order?

If you need to change the shipping address after placing your order, please contact our customer support team as soon as possible. We will do our best to update the address before the order is processed and shipped.

Payments & Billing

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, and Discover), as well as PayPal, Apple Pay, and Google Pay for hardware purchases.

Please note that a credit or debit card is required to activate your Membership in a separate transaction after your JubileeTV hardware arrives.

When will I be charged for my order?

For Buy It Now and JubileeTV+All-In Membership you will be charged when you place your order. If you qualify for the 60-day trial option, you will be charged $10 when placing your order, and the remainder of the balance for your hardware, plus taxes, will be charged 60 days after your order.

Is my payment information secure?

Yes, your payment information is protected with industry-standard encryption and secure payment gateways to ensure your data remains safe.

Why was my payment declined?

Payments can be declined for several reasons, including insufficient funds, incorrect payment information, or issues with your bank. Please double-check your details or contact your payment provider for assistance.

Do you offer financing or payment plans?

Currently, we do not offer financing or payment plans, but you can use credit cards or PayPal for flexible payment options.

Will I be charged sales tax?

Sales tax is applied where required by law and will be calculated based on your shipping address at checkout.

Can I get a copy of my invoice or receipt?

Yes, you’ll receive a confirmation email once your order has been placed. If you need another copy, please contact our customer support team.

Returns & Membership Cancellation

What is your hardware return policy?

If you're not completely satisfied with your JubileeTV system, you can return it within 60 days for a full refund. See our Return Policy for further details.

How do I return my JubileeTV hardware?

For purchases made on our website, contact our customer support team within 60 days of purchase to initiate a return. If you purchased through a retail partner, like Amazon, follow their return process. You have another 30 days after requesting a return to ship the hardware back.

When will I receive my refund after returning my JubileeTV hardware?

We will process your refund within 30 days after receiving your returned hardware in good condition.

How do I cancel my JubileeTV Membership?

You can cancel your membership at any time by signing into the JubileeTV App and going to Manage My Account, or by contacting our customer support team. For monthly plans, service will remain active until the end of your current billing cycle. For annual plans, cancellation will take effect at the end of the current annual cycle.

Can I cancel my JubileeTV Membership anytime?

You can cancel your monthly membership anytime without fees or penalties. However, there are no refunds for partial months. For annual memberships, you can cancel at the end of your billing cycle, but there are no refunds for early termination. See our Membership Cancellation policy for further details.

What happens to my JubileeTV Hub after I cancel my Membership?

When your billing cycle ends, any JubileeTV Hub associated with your membership will be reset to its factory settings.

Product Questions

What is JubileeTV and how can I use it to support my aging loved one?

JubileeTV is a simplified TV experience designed for older adults, with remote support features for family members. It makes TV easier to use, allows you to control it remotely, and helps your loved one stay connected.

With JubileeTV, you can:

  • Simplify TV viewing with an easy-to-use interface.
  • Assist remotely by controlling the TV through the app.
  • Stay connected with automatic video calls and photo sharing.
  • Support daily routines with activity insights, Drop In, and reminders.

JubileeTV helps your loved one enjoy TV while giving you peace of mind.

Who is JubileeTV for?

JubileeTV is designed for older adults who want a simple, frustration-free TV experience and for family members who want to stay connected and provide support remotely.

It’s ideal for:

  • Seniors who struggle with complex remotes or streaming menus and need an easier way to watch TV.
  • Family members who want to assist with TV controls, share photos, make video calls, and set reminders.
  • Family members with aging loved ones who could benefit from remote check-ins and subtle activity insights for added peace of mind.

JubileeTV makes TV easier to use while keeping families connected and informed.

What makes JubileeTV unique?

JubileeTV removes the complexity of modern TVs and keeps families connected in a way no other system does.

  • No need to switch inputs – All TV content, including cable and streaming, is accessible in one place. Video calls, messages & reminders simply appear on the screen for a seamless experience.
  • Remote control & screen visibility – See exactly what’s on your loved one's TV and control everything from the app.
  • No extra remotes – Their existing remote still works, or they can use our simple all-in-one voice remote.
  • Non-intrusive activity monitoring – Subtle insights help you understand routines without disrupting their day.
  • Automatic video calls & Drop-In – Calls connect automatically, and you can check in anytime with a one-way video and audio feed.

JubileeTV makes TV effortless while giving families a better way to stay involved.

How much will JubileeTV cost me?

After you purchase The Hub, there is a required Membership. We offer a flexible Monthly membership for $29 per month, or an Annual Membership for $269 per year or the equivalent of $23 per month (23% savings). Both plans include one free month of membership. Not a fan of subscriptions? We also offer a Buy It Once option with our JubileeTV + All-In Plan, no recurring fees.

Is JubileeTV available outside of the U.S.?

At present, JubileeTV is only available for seniors residing in the United States. However, we are actively exploring opportunities to expand globally and would love to hear from you if you're interested in JubileeTV for your region. Your feedback assists us in determining our expansion priorities.

Please reach out to us with your location and interest. Note: The JubileeTV App can be utilized from any location to connect with a senior residing in the U.S.

How can I get in contact with someone if I need support?

We pride ourselves on delivering highly responsive and quality support to our Members via phone, chat, and email. Visit our support page for details.

What is the warranty of the product?

We stand behind our product with a 2-year limited warranty, meaning if you have any issues or problems, our team will replace your JubileeTV hardware as long as you purchased directly through us or one of our approved retailers and have any active membership (Terms Apply)

Compatibility

What TV setup does my aging loved one need to use JubileeTV?

Your loved one needs a TV with HDMI, an internet connection, and at least one source device, either a cable/satellite set-top box or a streaming player like Roku. JubileeTV will not work without a source device, so if your loved one uses only a Smart TV to watch TV, you'll need to add a Roku or other source device. Use our Compatibility Checker to see if JubileeTV will work for you.

Can I cancel cable/satellite once I get JubileeTV?

We don't recommend that you cancel cable or satellite service. JubileeTV does not provide any television programming and was designed to make it easier to find programming on the cable or satellite service you already use.

Does JubileeTV work with Smart TVs?

If you have a Smart TV, you must have at least one source device, such as a set-top box or streaming player connected to JubileeTV.

Can my loved one still watch apps directly on their Smart TV?

JubileeTV cannot control apps running directly on a Smart TV and cannot display video calls, reminders and messages while apps are running on a Smart TV. We highly recommend switching to a Roku player such as a Roku Express. To access Smart TV apps your loved one will need to use their original Smart TV remote.

How many devices can I hook up to JubileeTV?

You can connect up to three devices (such as cable, satellite, streaming device, DVD player), via HDMI, plus one output to the TV.

What cable/satellite providers does JubileeTV support?

Set-top boxes from the following TV service providers are supported:

  • Dish
  • DirecTV
  • Comcast Xfinity
  • Spectrum
  • Optimum

Set-top boxes from TV service providers other than those listed may not function properly with the JubileeTV system. Please contact us with questions.

What streaming players does JubileeTV support?

JubileeTV works with most streaming devices, including Roku, Amazon Fire TV stick, Apple TV, and Chromecast.

Do all streaming players work the same with JubileeTV?

We recommend a Roku player (Roku Ulta, Roku Streaming Stick or Roku Express) for the best experience. With a Roku connected you’ll be able to save streaming apps like Netflix and Prime Video to your JubileeTV Favorites menu for easy access. You will also be able to use voice control to open Roku apps, so you can say “Netflix” and JubileeTV will automatically switch to Roku and open Netflix.

Can I connect a sound system to JubileeTV?

JubileeTV does not directly support soundbars or Audio Video Receivers (AVRs). A soundbar or AVR connected directly to the TV that is automatically powered on and off together with the TV (or is always on) and controlled using the TV’s volume commands may work (for example, soundbars and AVRs using HDMI ARC), but you won’t be able to use the JubileeTV remote to control the soundbar separately from the TV. Soundbars and AVRs not automatically controlled via the TV commands cannot be controlled using the JubileeTV Voice Remote. You will need to use a separate remote to control them.

Installation

What are my installation options?

We offer three options to fit your needs:

  • Self-Install: This usually takes about 30 minutes, after you connect your TV and source devices to JubileeTV, you'll follow step-by-step instructions on the TV to complete setup.
  • Free Virtual Install Call: A JubileeTV Advisor will guide you through the setup process remotely.
  • Professional In-Home Installation: Sit back and relax while our expert technicians handle everything for you (additional fee applies).

Can I install JubileeTV in a Senior Living Community e.g. Assisted Living, Memory Care, etc?

Yes, however, there may be special considerations regarding internet connection and set-top box. Please use our Compatibility Checker to determine if it will work for you situation.

Can I set up JubileeTV by myself?

Yes, if you're comfortable plugging in cables behind your loved one's TV, you can set up JubileeTV yourself. Please note, you’ll need the name and password for your loved one's Wi-Fi network. View our Install Guide for full instructions.

Here’s what you’ll need to do:

  1. Connect your source devices and TV to the JubileeTV Console using the provided cables.
  2. Plug your TV into the smart plug to enable remote power control.
  3. Turn on your TV and follow the on-screen instructions to complete the setup.

If you need assistance, our support team is available to help.

What is a Virtual Install?

We offer an optional free Virtual Install call to assist you in setting up your system and ensuring everything is running smoothly. During the call, a friendly JubileeTV Advisor will guide you though the setup process and provide instructions on configuring the system to work with your specific television and source devices. After you're up and running we'll walk you through how to use our features and show you a few handy tips and tricks.

How do I schedule my Virtual Install?

You'll receive a link to schedule your Virtual Install after signing up for your JubileeTV Membership.

How long does the Virtual Install take?

The Virtual Install call typically takes about 30 minutes, provided you have connected The Hub prior to your scheduled call.

How do I purchase Professional Installation?

When you sign up for your JubileeTV Membership, you'll have the option to add Professional Installation for $99.

How does Professional Installation work?

A certified technician from our partners at HelloTech will install and setup JubileeTV in your loved one's home. Here's how it works:

  • When you sign up for your JubileeTV Membership, you'll have the option to add Professional Installation at a discounted rate.
  • You'll receive an email from our partners at HelloTech to schedule your Professional Installation.
  • Gather the name and password for your loved one's wireless network. They’ll also need a cable/satellite box or streaming player like Roku to connect to JubileeTV.

If I try self-installation and it doesn’t work, can I switch to Professional Installation later?

Yes, if self-installation doesn’t work for you, you can request Professional Installation at any time by contacting our customer support team.

The Membership

How do I activate my JubileeTV membership?

After receiving your JubileeTV Hub, visit our Sign Up page to create an account and purchase a Membership.

What does The Membership include?

Your JubileeTV Membership activates all features within The Hub and The App. As a member you’ll have unlimited access to all features within The Hub and The App. Members enjoy:

  • Access to all JubileeTV features within The Hub and The App
  • App access for your entire family, add as many Contacts as you’d like
  • Connect JubileeTV to multiple televisions in a single residence (additional hardware sold separately)
  • Free Virtual Install with a JubileeTV Pro
  • Premium phone, chat and email support
  • Regular product enhancements and access to new features

How does the free month work?

As a new JubileeTV member you will receive a complimentary month of Membership upon signing up, regardless of whether you opt for a monthly or annual plan. During this free month, you'll have full access to all the features and benefits of JubileeTV without incurring any charges. If you decide JubileeTV isn't the right fit for your family, you can cancel your Membership at any time during the free month period without incurring any charges.

Can I use JubileeTV without a Membership?

An active Membership is required. The JubileeTV Hub is purchased separately from your JubileeTV Membership, however, the Membership activates all the features within The Hub and The App that allow you to support and communicate with your loved one from your phone to their TV.

How much does the JubileeTV Membership cost?

We offer a flexible Monthly Membership for $29 per month, or an Annual Membership for $269 per year or the equivalent of $23 per month (23% savings).

Does Membership include The Hub?

The Hub is purchased separately. Buy it directly from us, Amazon, or Best Buy.

How long is the commitment for Membership?

We understand every family has different needs that’s why we offer both Monthly and Annual plans. With the Monthly plan there is no commitment and you can cancel anytime. The Annual plan is an upfront one year commitment and provides the best value.

Is a credit card required for Membership?

Yes, a credit or debit card is needed for your Membership. We accept all major cards.

Will my credit card be billed automatically?

Your card will be kept on file and automatically billed for whichever Membership you choose.

What happens if I choose not to renew my Membership?

JubileeTV will continue working until the end of your billing cycle. After your Membership ends, the JubileeTV Hub will be reset and you’ll need to disconnect it from the TV before the TV can be used again. You, and any family you've connected, will also lose access to The App, the ability to control the TV remotely, make video calls, schedule reminders, and all other communication features.

How do I cancel my Membership?

Canceling your membership is fast and easy. You can cancel directly from the JubileeTV App by going to Manage My Account, and selecting Manage Service Plan. From here you'll have the option to cancel your Membership. If you prefer, you can contact our Customer Support team to request cancellation.

Can I switch from a Monthly plan to Annual?

You can switch to an Annual plan (and vice versa) from the JubileeTV App by going to Manage My Account and selecting Manage Service Plan. Here you'll see an option to Change Service Plan.

The App

Does the Jubilee TV App work with my iPhone / Android phone?

Yes! The Jubilee TV app is available for both iOS and Android devices. There's also a web version you can access from any browser on any device.

How many family members can use The App?

You can add as many family members as you'd like. As an Account Administrator, you have the ability to invite additional family members, or your loved one can invite from their television.

Can I use The App on my computer?

Yes, you can use the web version of the app available at https://app.getjubileetv.com/ from your computer's browser.

Do family members pay extra for the JubileeTV App?

No, your JubileeTV Membership includes unlimited access to the JubileeTV App. You can invite as many family, friends, and other people important in your aging loved one’s life to connect with them on JubileeTV. As a primary admin you’ll be able to set individual permissions for every connection.