Billing Issues:

Q. How do I cancel a recurring subscription?
A. Click on the "My Account" link at the top of any page, then click the "Cancel" button next to the subscription you wish to cancel.
Q. Why was my application for membership rejected?
  • You may be in a country from which we do not accept credit card transactions. Please contact the card processor(s) directly using the links below - we do not process credit cards and cannot assist with this issue directly.
  • You may not physically be in the country where the card was issued. Solution: use a card issued in the country where you are currently located.
  • You may have disputed a payment with an adult site in the past. Solution: don't dispute charges you make.
  • If you are using a Pre-Paid or Gift Credit Card, you must make sure that your information is registered with the card. In other words, there should be a website listed on the back of the card to associate with your billing information. When purchasing, if this billing information does not match up with the card itself, the charge will not go through.
You may want to check with the billing company that you are attempting to purchase through, as they may be able to give you more detailed information as to why a payment did not process. You can find links to our billing companies here.

Login Issues:

Q. Why can't I login?

If you have trouble logging in, try clearing your cookies and closing all windows before logging in again. In most cases, this will fix the issue. Make sure you are using the correct username and password (remember also that logins are CaSe sEnsitiVE).

If you are still unable to log in and are redirected to the login page (or don't even see the login page), download and install Mozilla Firefox or Google Chrome. If you are using the AOL browser, download and install Firefox or Chrome. These browsers will give you the best experience when using our sites.

Q. I'm logged in, but I don't have full access to the site. What's wrong?
A. First, try clearing your cookies and cache. Then attempt to log in again.
Q. I still can't login?
A. If you've purchased something from us before, and you've clicked 'Register' with a fake email address, you may have two or more accounts registered with our site. When you join, you don't need to click register each time, you can log in with your previous information and then click 'Join'. If this is the case, please email Support with the email addresses that you may have used, and they can consolidate these into one account.
Q. What do I do if I get an error that says "That email address is currently registered."?
A. Click 'Login here', as you've created an account with us before, and you should be able to use your previous login information to join. If you forget your login information, you can have your password sent to the email address on file by using the link on the login page. If you are still unable to log in, you can email Support.

Mobile Issues:

Q. Can I view this on my mobile phone?
A. Yes, we currently support Android (2.2 or greater) and iOS operating systems on all of our sites for Updates and edited shows. However, we are not able to support streaming of Live or Pay-Per-Minute content at the moment.
Q. Do you support Blackberry, or do you plan on doing so?
A. If your Blackberry is able to view Flash, you can stream these from the full version of the site (not the mobile site). However, if you are attempting to view the videos on the mobile portion of our site, we suggest downloading them and viewing them from an external memory card. Unfortunately, there is a file limit with the Blackberry RIM OS, which makes it difficult to download the high definition content on our site. We would suggest downloading them on your home computer and then transferring them onto your memory card.
Q. What about the iPad? Is it supported as well?
A. Yes, you can stream our videos on the iPad! We use a Quicktime plug-in that allows you to use the Streaming method to stream video, but as mentioned above, we are not able to support Flash streaming or Pay-Per-Minute content on that platform at this time.

Site Performance Issues:

Q. Why can't I play your videos?
A. Are you trying to play *movie clips* or are you trying to play a *streaming video*?
  • For Streaming Videos:

    Streaming movies require that you have nothing on your computer or network that interferes with the communications between our streaming servers and your computer, and the installation of the Adobe Flash plug-in on your browser.

    If you are browsing on a hotel network, an incorrectly configured modem or router, a "Free Hotspot" (like the kind you might be on if you're at a coffee shop), or have security software that blocks our servers, you may experience problems when streaming.

  • For Downloading Videos:

    Make sure that your media player is up to date with the latest software and codecs. (Codecs are what allow your media player to translate the files into something you can view.) If you are still having problems with playback, please try the download again. Alternatively, you may want to try viewing this file in another media player, like VLC.

    VLC contains absolutely no adware, and plays all current video formats. It can be found here.

Q. How do I download Adobe Flash?
A. You can find Adobe Flash for free from here.
Q. I have Flash installed, but I'm still having problems streaming?

Make sure that you have the most recent version installed. You can check what version of Flash you are currently using as well as compare it with the most current version supported here.

We suggest using Google Chrome, since the Adobe Flash player is built into the browser itself. This may provide a better viewing experience when using our site. You can download Google Chrome here.

Q. How do I play WMV files on a Mac?
A. We suggest using MP4 files with the Mac OS. If you prefer WMV, you may want to try Flip4Mac, a program that translates WMV files so they can be used in your Quicktime player. You can download it from Microsoft here.
Q. Why am I getting a 404 Error when attempting to download a Zip File?
A. This may be an error with the Zip file itself. Please send the name of shoot and whether it is High or Low definition to Support. We will attempt to correct this as quickly as possible.

Other Issues:

Q. How do I open ZIP files?
A. PC and Mac users should both have a built in Zip utility currently, which should allow you to unzip files by double clicking after you download them, but if you are working with an older operating system, you can use one of the following Utilities: