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

>Download Troubleshooting>Store Troubleshooting>Store Questions>Download Basics>Using our Store>Important Notices


Store Troubleshooting

Enabling cookies in your Browser of choice

Enabling Internet Explorer to Allow Download Properly

Resolving Firewall Issues

Addressing territorial restrictions

I can't see your page at all, or a message is asking me to upgrade my browser

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



Enabling cookies in your Browser of choice (Back to Top)
Your privacy settings in the browser you are using need to be set to accept first-party cookies. You can change this privacy setting from the top menu of your browser. The exact location of this feature may differ between browsers. To serve as an example, here is how you make this change in Internet Explorer:

You will need to close all your open Browser windows after you make the changes, and then re-launch the browser into a new session and revisit our store.

Enabling Internet Explorer to Allow Download Properly (Back to Top)
Your privacy settings in the browser you are using need to be set to enable downloads. Most important, Internet Explorer with Service Pack 2 is now often set by default to pop up a warning on top before allowing a download. This process would often interfere with your download on our system. You can change this security setting from the top menu of your browser. The exact location of this feature may differ between browsers. To serve as an example, here is how you make this change in Internet Explorer:

You will need to close all your open Browser windows after you make the changes, and then re-launch the browser into a new session and revisit our store. If you already ordered songs and could not previously download them, please visit the My History section. Your available downloads will be listed and you can start the download process again from there.

Resolving Firewall Issues (Back to Top)
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 issues, we can only provide limited assistance.

If your browser is set to allow cookies and you still can’t view our store and/or with our Account/Payment page, then you may have some firewall, anti-spyware application, web accelerator or other security software installed on your computer which could be blocking our cookies and preventing you from viewing pages. Note that these types of applications may also cause other issues, such as preventing your downloads from completing successfully. To resolve such situations, you may want to change your firewall and your anti-spyware configuration to allow cookies (at least during your shopping session, and afterwards you can re-introduce those safe guards).

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).

Addressing territorial restrictions (Back to Top)
If you have been flagged with a territorial restriction notice, please note that our stores normally serve U.S. residents only, and do not allow out-of-state consumers to interact with the store.

If you reside inside the U.S. and were rejected, it is likely that our source country monitoring system made a mistake in identifying your locations. We apologize for your trouble. Location identification is not a 100% guaranteed process, so this happens sometimes. Locations are tracked by IP addresses and ISPs tend to shift those around rather often. Please email us with your residence location and we will try to remedy the situation. Please allow a few days for this to happen, since we will have to verify your IP location and then update our location identification system.

I can't see your page at all, or a message is asking me to upgrade my browser (Back to Top)
Your browser may not be compatible with 128-bit encryption, which is needed to interpret our secure (SSL) payment 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, so that no one will be able to view your credit card info during the transmission of your purchase. We recommend you upgrade your browser.

I can't purchase music because your store is telling me my e-mail address already exists (Back to Top)
It seems that somehow you were successful in setting your account on our system while you did not get to complete your transaction. If so, click on the link "Existing Customers Click Here" and login using your email address and password. Complete your transaction from there.