Online Purchase Help
I haven't received the email with my ID number and product key
I get an error when I try to download a file
I get an error when I try to play or open a file
The video files won't play properly
The audio files won't play properly
I can't read the document files
Other error/problem
I haven't received the email with my ID number and product key
On some occasions the email may have gone to your junk mail or may have been blocked by your isp (Internet service provider) or spam filters. Please be sure to check your junk mail folders. Please email us and include your name, the product you purchased and on what date you purchased it and we will contact you with new details to access your products.I get an error when I try to download a file
Firstly check the security settings in your web browser. If you are using Internet Explorer then you can click on the 'tools' menu in your browser, then click on 'Internet options', then click on the 'security' tab. Click the 'custom level' button, then in the reset drop box select medium then click the reset button. Now click 'OK' and click yes on the pop up box to accept these settings if you are prompted. Click 'OK'. Now click the 'default level' button then click on 'OK'. Now you are likely to be able to download your files.Another cause for this is that when you are prompted to either 'save' or 'open' the file you are clicking on 'open'. ALWAYS select 'save' as this will save the file to your computer where you can unzip the file and play/open it correctly.
I get an error when I try to play or open a file
Firstly, when you are prompted to either 'save' or 'open' the file when you are downloading it ALWAYS select 'save' as this will save the file to your computer where you can unzip the file and play/open it correctly. If you click 'open' you may find a program like Itunes or media player will try to open the file and play it. This will often cause errors as you first have to unzip the file.......then play/open it.When you have 'saved' a .zip file to your hard drive it is a good idea to unzip the file using the inbuilt unzip function of Windows or by using a specialised program such as WinZip. Once the file has been extracted it will play providing you have the correct program/player/reader. See below for further details on this.