Trouble Shooting
1. Site access problems.
2. Subscription cancellation problems.
3. Playing video clips.
4. Problems with credit cards.
Site access problems
1.1 I've lost my password (or username)
Just enter the Lookup Your Info section of this site. If you still have at least some info about your subscription, your username, password and all other data will be sent to you via e-mail. Note that they are sent to the address you've entered during the subscription. If you've managed to enter your e-mail address incorrectly, contact us.
1.2. I've not prompted to enter my username and password during the subscription and thus can't enter the site (AKA "my PC bluescreened when I was prompted to enter my username and password")
Contact us as soon as possible. We'll assign you the username and password. Don't forget to tell us some info about your subscription so we could identify you.
1.3. My password suddenly stopped working.
Make sure your subscription period not ended yesterday. If you are sure it didn't, contact us. It is probably that your account was locked for some reason. The most usual reason for this is a password sharing. If there is a suspicion that other people do enter the site under your username and password, your account is locked and current subscription is canceled. If you then write to the site support, your account would be unlocked. Be warned however that if the accident would repeat your account is closed permanently.
Subscription cancellation problems
2.1. I want to cancel my recurring subscription.
Just go to the Cancel subscription section of this site and fill the form. Your subscription will be cancelled instantly.
In case you don't have the necessary info or simply lazy, send a request with your username and sitename from contact form and your subscription will be cancelled by the support team in 48 hours. But please try not to do it the last hours before the next billing date.
Remember, you have to know your subscription number to cancel the subscription online.
2.2. Will I be able to access the site after I've canceled my subscription?
Yes, you will. The cancellation merely forces your subscription not to renew. It does not affect site access in any way. You would be able to enter the site till the end of your current subscription period. So there is no point in canceling subscription the last day before it ends. If you definitely want to cancel, do it immediately.
Playing video clips
3.1. When I click on the link the Windows Media Player (or RealPlayer) does appear, then I've asked for password and/or the downloading process stops.
The easiest and the most reliable way to download the clip is to right-click on the link and then choose "Save Target As..." option. It is recommended that all downloading manager programs (like GetRight) are turned off. This way you even won't be prompted to enter the password again.
3.2. I've downloaded the video, but my player does not display anything.
As all video clips are compressed with different codecs, we recommend you the list of video formats and players for their review:
Problems with credit cards
4.1. Why have you declined my credit card?
We haven't. We don't process credit cards. All online payments are managed by billing companies. So it is the billing company who declined your card, not we are. If you want to know the reason they did that you could write to their support and ask them about it. Here is the list of online billing processors we currently use:
Please also note that we do complain to billing companies about customers, who have a "bad" subscription history: several refunds, chargebacks, etc. So if your card doesn't work anymore for subscription, this can be a result of your chargeback in the past
4.2. My only credit card is declined by billing. How could I subscribe the site?
First, you could try subscribing via check payment. Second, at almost every one of our sites, there is an alternative billing option - check the link at the bottom of a join page.
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