Enabling cookies in your Browser of choice (Back to Top)
We strongly recommend you use Internet Explorer as your browsers while viewing and downloading from our site. Other browsers such as Firefox, Netscape, and AOL are supported, but in rare cases cause various issues. If you use one of them and happen to run into issues, try switching to the IE on your computer.
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 site.
If you are not comfortable with continuing with such settings after your visit to our site, you may of course reverse the above action at any time and set stronger security settings in your browser.
Enabling Internet Explorer to Allow Downloads 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:
* Note: If you are not comfortable with continuing with such settings after your visit to our site, you may of course reverse the following action at any time and set stronger security settings in your browser.
On the menu, go to Tools-> Internet Options -> click the Security tab -> under “Security level for this zone” click the Custom Level button -> scroll down to “Downloads” and here check “Enable” for both "Automatic prompting for file downloads" and “File Download” - then choose “OK” and “OK” to save your new setting.
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 site. 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)
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 issues, we can only provide limited assistance.
If your browser is set to allow cookies and you still can’t view our site and/or our Account/Payment page; or if you can’t download files to your computer after following all the steps disclosed above; then you may have some firewall, anti-spyware application, web accelerator or a security software installed on your computer which could be 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 had already started.
To resolve 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 matters on your own, we suggest you change your firewall and your anti-spyware configuration to allow cookies and/or allow downloads (at least during your shopping session, and afterwards you can re-introduce those safe guards) – whichever seem to be getting blocked.
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 site 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.
In closing, please remember that our customer service representatives can only provide limited information and support for third-party software programs and hardware tools.
Addressing territorial restrictions (Back to Top)
If you have been flagged with a territorial restriction notice, it means that the site or file you are trying to access are not made available for your country for issues involving licensing rights. Please note that in most cases our sites serve U.S. residents only and do not allow out-of-state consumers to interact with the site. In other cases, we serve the U.S. and Canada. Only selected sites waive these restrictions.
If you reside inside the U.S. and were rejected, it is likely that our 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 - which ISPs tend to shift around rather often. Please visit www.whatismyip.com, and email us at service@neuroticmedia.com with:
Please allow us a couple of weeks to try and remedy the situation. 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 personal information during the transmission of your redemption. We recommend you upgrade your browser.
“I can't redeem music because your site is telling me my e-mail address already exists” (Back to Top)
It seems that you were successful in setting your account on our system even if you did not get to complete your redemption. Another cause may be that you have signed up in the past with a different site on our system that belongs to the same Merchant you just interacted with. In both cases, click on the link "Existing Customers Click Here" 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.
“I am receiving a message that states “Please verify username and password and try again” during my attempts to login to the site” (Back to Top)
If you are having difficulties with your password, please request a password reminder email at the Login page. If you have not received an email reminding you of your password, or if you received an error message stating “No registered email address found,” please email us at service@neuroticmedia.com with your first and last name and the email address you believe you used during registration. We will write you back with a new password for your account which will allow you to return to the site and create a new password at your convenience.
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