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HELP & FREQUENTLY ASKED QUESTIONS (F.A.Q.):

>Download Troubleshooting

>Store Troubleshooting

>Store Questions

>Download Basics

>Using Our Site

>Important Notices

Online Store Troubleshooting:


1) I cannot log in OR It says my username does not exist.

2) I am receiving a message that states “Please verify username and password and try again” during my attempts to login to a site OR I forgot my password.

3) I can't purchase music because your store is telling me my e-mail address already exists.

4) I can't see your page at all or am receiving a message asking me to upgrade my browser.

5) I am getting a message saying that the store/download is not available in my country.

6) I am receiving a message that says the shop is unavailable.

7) How do I find what version of a browser I have?

8) Resolving Firewall Issues

 

1) I cannot log in. OR It says my username does not exist.

You may have registered under a different email address or username. This is often the case when people use multiple email addresses.

You may have misspelled your username or password during registration.

It is possible that you were unsuccessful in creating your account. However, this only applies to customers that have not downloaded in the store.

If you are still having trouble logging in, please contact Customer Service.


2) I am receiving a message that states “Please verify username and password and try again” during my attempts to login to a site OR I forgot my password.

If you do not remember your password, please use our "Email Password" field on the Sign In page.

If you do not receive an email reminding you of your password or if you received an error message stating “No registered email address found,” open a support ticket with Customer Service.


3) I can't purchase music because your store is telling me my e-mail address already exists.

It seems that you were successful in setting your account on our system even if you did not get to complete your transaction. Another cause may be that you have signed up with us in the past.

In both cases, click on the link for existing or returning customers and login using your email address and password. Complete your transaction from there. If you cannot recall your password, simply enter your email (username) in the “forgot my password” section and have it emailed to you


4) I can't see your page at all or am receiving a message asking me to upgrade my browser.

Your browser may not be compatible with 128-bit encryption, which is needed to interpret our secure (SSL) pages. This configuration is a norm in most browsers today, and that's why you may be called to upgrade the one you have. The use of SSL is for your own protection. We recommend you upgrade your browser.


5) I am getting a message saying that the store/download is not available in my country.

If you have been flagged with a territorial restriction notice, it means that the store or file you are trying to access has not been made available to your country due to licensing rights and issues.


6) I am receiving a message that says the shop is unavailable.

Unfortunately, this promotion is now over.

Please note, promotional end dates are set by the record label, content owner, or client alone.

Regretfully, we are unable to issue new downloads past this date.

If you believe you've received this message in error, please contact Customer Service.


7) How do I find what version of a browser I have?

Most users can find this information by going to the Help (or Tools) menu in the browser toolbar and selecting "About [Name of Browser]."


8) Resolving Firewall Issues

Note: This may be especially relevant for consumers who are using a computer in a work environment which may be behind corporate firewalls. Remember that there can be both hardware-based and software-based firewalls in effect.

Please note that since this issue could be caused by a wide range of third party software installed on your computer or by your network configuration, we can only provide limited assistance.

If your browser is set to allow cookies and you still can’t view our store and can’t download files to your computer, you may have some firewall, anti-spyware application, web accelerator or a security software installed preventing you from achieving your goals. Note that these types of applications may also cause other issues, such as preventing your downloads from completing successfully after it starts.

To address such situations, you may want to consult your network manager or a person who is well versed in the management of such applications and tools. If you are able to administer these changes on your own, we suggest you change your firewall and your anti-spyware configuration to allow cookies and/or allow downloads - which may mean temporarily lowering your security settings (at least during your shopping session and re-introduce those safeguards afterward).

Alternately, your network configuration or proxy server settings could be blocking cookies and also blocking downloads (this is common if you are attempting to interact with the store from an office location where your IT department has installed security measures that affect your interaction with web sites). If this is the case, you probably need to discuss the problem with your network manager or an IT specialist.

In closing, please remember that our customer service representatives can only provide limited information and support for third-party software programs and hardware tools.