Need some help?

You can always contact us or post a question in our forums .

But you might want to have a look right here to see if we have the answer you're looking for.

FAQ

Troubleshooting | Having Problems?

  • I can't seem to check out. I keep getting declined.

    Check that you are entering all of the required fields correctly. The most common reason for card declines is that the zip code or postal code entered does not match the zip code or postal code registered with a users credit card. Please make sure this is correct. Also, the name on the card has to appear EXACTLY as it does on the credit card (note we are not asking for the type of credit card here (e.g. Visa, MasterCard) as we determine this automatically from the card number.

    If you are having any troubles, please don't hesitate to contact our customer service team and we will be happy to help you out. We also offer other payment options if you wish.

  • The video won't play. What do I do?

    First of all, you might have to download the latest version of Flash. Rouxbe videos play in Flash, so you will need to install this player unless you are viewing video on an iPad, in which case, we use html5.

    Start by using our diagnostics tool here (in the footer of any page as well). The test will be performed automatically and will detect if you don't have the correct flash version.

    If you are still having problems, please email the diagnostics results by clicking on the "Send test results to Rouxbe link from the diagnostics page along with a detailed note outlining your problems. The more specific you can be here the better (e.g. what video won't play or is it all videos? does it start to play but then stop? what are you seeing on the screen?).

    If you are having any troubles, please don't hesitate to contact our customer service team and we will be happy to help you out.

  • I'm a paid member, but the site keeps asking me to purchase a tuition plan.

    In almost all cases, this happens to our students because they are not logged in. The Log In link is at the top of any page. You can tell if you are logged in if it says "Hi [your name]" at the top of the page (above the search input field). If you are logged in you could be trying to view content you have not purchased access to or there maybe an issue with current your tuition payment

    If you are having any troubles, please don't hesitate to contact our customer service team and we will be happy to help you out.

  • I'm a paid member, but the Cooking School lessons won't play beyond the first topic.

    In almost all cases, this happens to our students because they are not logged in. The Log In link is at the top of any page. You can tell if you are logged in if it says "Hi [your name]" at the top of the page (above the search input field).

    Alternatively, you may not have purchased access to the content you're trying to view, or your tuition access may have expired.

  • I have forgotten my password. How do I get a new one?

    Go to the 'Log In' page and click on the "Forgot Password?" link. We will send you a link to reset your password via email (it may take a minute or two). When you receive this email, click on the link provided. You will be taken to a page where you can reset your password. If the link in the email doesn't work, you can copy and paste the URL directly into your browsers location field.

  • What browser and Flash player versions do you support?

    We support the following browsers.

    • Chrome version 20 and higher (Upgrade).
    • Firefox version 10 and higher (Upgrade).
    • Internet Explorer version 9 and higher (Upgrade).
    • Safari version 5.1 and higher (Upgrade).
    

    We also support the default Safari browser provided with all versions of the iPad.

    We support Flash Player version 11 and up. We recommend version 11.3 and higher for best results (Upgrade).

  • The videos keep buffering (stopping and starting).

    This is likely due to your broadband connection. You will need to have a high-speed broadband or DSL connection that is faster than about 600 kbps. Please check with your Internet service provider and test your connection speed on our diagnostics page. If you are lower than 600kbps (see Download speed on the diagnostics page) you will need to upgrade your connection speed. Note that Rouxbe has students in over 180 countries and there have only been a handful of users in the past five years with this problem.

    If you are having any troubles, please don't hesitate to contact us.

  • I am getting an error message. What do I do?

    Please contact us and describe your problem and we will do our best to resolve the issue as soon as possible.

Account Management Questions

  • How do I update my profile?

    You can view your profile information by clicking on your name on the top right side of any page (found above the "search" box). From here, if you'd like to edit anything, click on the "Edit Your Profile" link on the left-hand side of the page. Don't forget to save your updates after making changes by clicking on the update button.

  • How do I update my email address?

    Follow these steps to update your email address.

    1. Log in.
    2. Click on the "Dashboard" link at the top of the page.
    3. Click on the "Manage Profile" link on the left side of the page.
    4. Select the "Email and Password" link in the left side menu.
    5. Update your email address and click the update button.
    

    If you are having any troubles, please don't hesitate to contact us.

  • How do I change my password?

    Follow these steps to change your password.

    1. Log in
    2. Click on the "Dashboard" link at the top of the page.
    3. Click on the "Manage Profile" link on the left side of the page.
    4. Select the 'Email and Password' link in the left side menu.
    5. Update your password (and repeat to confirm), then click the update button.
    

    If you are having any troubles, please don't hesitate to contact us.

  • How do I update my credit card?

    Follow these steps to update your credit card information.

    1. Log in
    2. Click on the "Dashboard" link at the top of the page.
    3. Click on the "Manage Profile" link on the left side of the page.
    4. Select the 'Update/Add Credit Card Information' link in the left side menu.
    5. Update your card information then click the update button. Be sure to set your default card if you have more then one listed.
    

    If you are having any troubles, please don't hesitate to contact us.

General Site Questions

  • How do I bookmark a recipe?

    You can bookmark recipes (not lessons at this point) by going to the full recipe player and click on the 'book icon' near the lower, right-hand corner of the player. An "x" will appear over top of the book. After you bookmark a recipe, you can find it in your bookmarks on your profile page by clicking on the "Your Profile" link on the top, right-hand side of any page (beside the search field).

  • How do I rate a recipe?

    Give us and other students your feedback after making a recipe. You can rate a recipe (not lessons at this point) by going to the full recipe player and click on the word '(rate)' near the lower, right-hand corner of the player. Click and drag the rate bar along the meter to set your success rating.

  • Is Rouxbe iPad compatible?

    Yes. Rouxbe is iPad, iPhone and iPod touch compatible (new versions only). We do not have an iPad app at present, but our video and video player is built in HTML5 and plays on the iPad device.

  • Do you show nutritional information for your recipes?

    No, not at this time. Sorry. Here is a good calorie counting tool.

  • How often do your release new content?

    We release new Cooking School Courses every 3 or 4 weeks at a minimum. We add new text recipes every week or two. Our focus right now is on Cooking School Courses and not on instructional step-by-step recipes, although we may also do these from time to time.

Purchasing and Trials

  • What course options are available?

    With our monthly subscription you can have access to our entire gallery of self guided courses and lessons as well as step by step video recipes. Rouxbe currently offers multipe course options with more being released all the time. Each course offering provides online support from Rouxbe chefs as well as access to every Rouxbe lesson, video recipe and quiz contained within the course.

  • I have a redeem code. How do I use it?

    If you have a redeem code please check to see if the provider of the code gave you a specific link to visit. If you don’t have this link or can’t find it you can visit this page to redeem your code.

  • What is your promotional pricing policy?

    Rouxbe is committed to offering you the best price to learn with us. If you find a better pricing offer for a Rouxbe subscription or gift card (discount code, promotion, sale, etc.) within 14 days of your purchase - we will refund or credit the difference. Professional certification course registration is priced in tiers, depending on when you sign-up and the date the class is scheduled to begin, therefore the above policy does not apply to our professional courses. Questions? contact us.

  • Can I pay with any other method?

    Yes, we can arrange for payment by check or e-transfer if you prefer these options. Simply click on the 'Contact Us' link at the bottom of any page and a customer service representative will be in touch shortly.

    You can also contact us by phone if you prefer at 1-800-677-0131 (North America only) or 1-604-677-6000 (long distance charges may apply).

  • Is my credit card information secure?

    Rouxbe spent months going through security measures with our payment processing partner and merchant bank to ensure that your credit card data is safe. In addition to two layers of security, all credit card information is encrypted for added protection. You can review our security certificates by clicking on the icons below the checkout page or Membership Options page.

  • How do I cancel my recurring monthly membership?

    Follow these steps to stop recurring monthly charges

    1. Log in.
    2. Click on the "Dashboard" link at the top of the page.
    3. Click on the "Manage Profile" link on the left side of the page.
    4. Select the "Membership Status" section in the left side menu. You will find the "Cancel" link on this page. Here is the direct link.
    5. If you are having any troubles, please don't hesitate to contact us.

Okay, I've joined and I have a few questions.

  • How do I start? Is there a particular order I should follow?

    If you have purchased a monthly subscription, we suggest you pick a course of interest and start with task one, and follow the course unit by unit till complete. Each unit begins with an orientaion and self assesment on what you know about the content. Review each task in the unit, watch the lesson video, then try a practice recipe and make them for dinner (we all have to eat, right?). Then do the quiz. In no time at all, you'll see your cooking skills improve dramatically as you practice.

    Each course can stand on it's own but for the multi level courses we suggest you begin on level 1. If there are any prerequisites to cover you may miss them if you skip a level. It's sort of like starting a book on chapter 5, sure you might be able to figure out the story but part of the plot will be missing

    If you have any questions at all, contact us.

  • How do I ask questions?

    There are a few ways and places you can ask questions:

    For questions relating to customer service, simply click on the "Contact Us" link.

    For questions relating to recipes, please go to the "Comment" section below the particular recipe and a Rouxbe Chef will respond, usually within 24 hours. Note: chef support is not included with purchases of individual lessons.

    For questions relating to Cooking School Lessons, please go to the Discussion tab for each particular lesson and ask away. Note: chef support is not included with purchases of individual lessons.

    Lastly, you can also go into our forum section and ask questions related to each forum discussion. To go to the forums, click the down arrow next to the MyRouxbe link at the top of the page, and select "Cooking School Forum" from the drop-down menu.

About the Rouxbe Cooking School

  • What is the Rouxbe Cooking School?

    The Rouxbe Cooking School is an online cooking school that teaches home cooks, culinary students, and culinary professionals to become better and more confident cooks. Rouxbe captures a professional culinary curriculum in close-up video and delivers it via self-paced online classes, making professional culinary instruction more accessible and affordable to both individuals and organizations. Founded in 2005 by professional chefs Joe Girard and Dawn Thomas, Rouxbe has been adopted by professional culinary schools, high schools, food services organizations, and cooking enthusiasts around the world.

  • What makes Rouxbe different than other online food sites?

    The Rouxbe Cooking School is a different kind of cooking website. Unlike other sites that focus on recipes or celebrity chefs, at Rouxbe we:

    • Teach cooking skills and techniques so you can successfully execute any recipe.
    • Seek to educate rather than entertain.
    • Respect your time by teaching what you need to know as efficiently as possible and without advertising.
    • Deliver a fully integrated online learning experience, complete with instructional cooking video lessons, practice video recipes, progress reporting, interactive quizzes, and personal chef support.
  • Is there a certificate of completion at the end of the course?

    Upon the successful completion of any Rouxbe Cooking School Course you will be issued a certificate of completion. While we are not an accredited institution at present, we are being used in high school culinary programs, professional cooking schools, universities, the military, the US Coast Guard, hospitals and restaurants for staff and student training.

  • Who created the Rouxbe Cooking School?

    The Rouxbe Cooking School was founded by two professional chefs in 2005 and was developed in partnership with Northwest Culinary Academy - an accredited culinary school. The Rouxbe Cooking School is now being used by home cooks in over 180 countries and by culinary schools and instructors around the world.

  • Can I take the online classes anytime?

    Yes. With Rouxbe, you can do it all in your home, on your schedule, and at your own pace.

  • What is personal chef support?

    We offer personal chef support so you can ask questions and get help directly from Rouxbe Chefs. We believe that feedback is an important part of the learning process, so we're committed to providing it. With any Cooking School Course or instructional recipe you can ask a question and get a response from a Rouxbe chef usually within 24 hours.

  • How much does it cost?

    To view the current tuition course pricing, please view the Membership Options' page.

 

Rouxbe Goals

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Rouxbe Students

120,000+ Home cooks that want to learn to cook better (beginner to advanced)
25+ Professional cooking schools as a teaching resource for students
14,000 High school culinary students & their instructors
Training staff from hospitals, grocery stores, hotels & restaurants