Question:
My user name and password aren't working! What could be wrong?

Answer:
There are several issues that could effect your user name and password:

First, make sure you are typing them in exactly as you chose when you joined. Remember that they are case sensitive, meaning, if you chose your password in capital letters, you have to enter them in capital letters to make them work. Please check your email receipt for your exact user name and password. If you are still having problems with your password even though you know you are entering them exactly as they show on your e-mail receipt, please continue to read below...

Second, please note that our password system may take up to an hour to process your user name and password. If you have waited over an hour, and they're still not working, please continue to read below...

Third, if you shared your password with some friends or colleagues, our system may have automatically removed your password. Please reactivate it using our password refresh page, and DO NOT share your password with anyone else to avoid this problem in the future. If you didn't share your password, it may have been hacked. If you tried to refresh your password, and you're still having problems, please read on.

Fourth, if you tried repeatedly to login with the wrong user name and password, our system may have blocked you out. This is to protect our website from password hackers, who try repeatedly to login with random user names and passwords. To fix this problem, please restart your computer, and then try to logon again. 

Lastly, if you have tried all of the above, and are still having problems, please fill out our technical help form located here.

Question:
How do I download a movie?

Answer:
A good portion of the videos inside our sites are downloadable, meaning you can save them to your computer. To download a file, you click with your right mouse button on the format icon or link associated with a movie (for example, the HI-RES Windows Media Icon), and choose SAVE TARGET AS... (or SAVE LINK AS... depending on your browser), select a directory to download the file to, and click SAVE (Mac users CTRL + Click on the link and choose SAVE LINK AS...).

Question:
How come the Hi-Res movies won't play when I click on the link?

Answer:
The Hi-Res movies are formatted with DVD comparable quality. As a result, these files are quite large, which is why it may be difficult to play the video directly from our server. We anticipate that these issues will be non-existent one day in the near future, as more technology is developed to increase download speeds throughout the internet. For the current time, we would recommend downloading these hi-res files before watching them (for help on downloading, please see above). Once they are downloaded, these videos should play smoothly without buffering. This format is recommended only for those who don't mind the wait for amazing quality! (Also note that because the files are so large, they take quite a bit of ram and a decent video card to play smoothly. If the video plays poorly, even after downloading, then it could be you need to upgrade your RAM or video card.)

Question:
I use a Mac. Are there videos that are compatible with my system?

Answer:
YES! We have re-formatted most of our videos in the latest internet video format, MP4. The MP4 files are compatible with the latest version of Quicktime. You can visit the Quicktime website at http://www.quicktime.com to get install the latest version. We recommend saving the MP4 files to your computer for best results (CTRL Click the movie link and choose save file). MP4 format files can also be viewed on portable devices such as iPods and PSPs. Some of our older video sections are available in Windows Media and Real Player format only, which are tough to get working on a Mac. But be assured that all of our newest content is formatted in MP4 format just for you!

Question:
I use Web-TV. How come none of your videos seem to work?

Answer:
As described in our terms, there are several areas of our site that will work with Web-TV and other television-based web browsers... however, there are several sections that won't. For best experience with our website, it is recommended that a personal computer be used. Web-TV users do not have the benefit of having a hard drive which would allow them to download plugins and other data necessary to access our features. We don't supply support for Web-TV or other television-based browsers.

Question:
I'm looking for a certain video clip that I saw advertised outside your website. Can you help me find it?

Answer:
Unfortunately, with over 100,000 video clips inside our sites, it would be impossible for us to know where each one of them are located!

Question:
When trying to click on some of your different membership area links, it ends up taking me to the page which details a script problem. How come?

Answer:
We have scripts setup on our server that prohibits users from "typing in" the urls for the picture and video galleries.  This is so that users can't get access to our content without an active membership.  This script works by reading the referring URL information sent by your browser and/or firewall.  There are some firewall and browser settings that can prohibit your browser from passing on the referring URL information to our server, which in turn causes our server to block your access.  Click here for hints on how to allow your system to send us your referring URL information.  If you are still having problems, please fill out the Technical Support form found here.

Question:
The live video feeds and some of the other movie sections don't seem to be working. How come?

Answer:
Please make sure Java is installed and enabled in your browser. This may be causing the problem. To turn Java on, please read our detailed java help page here.

Question:
I have a billing question. What should I do?

Answer:
Please see the billing support section of our website found here.

Question:
I have a technical problem that is not answered here. What should I do?

Answer:
Please fill out the Technical Support form found here.