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Technical support questions & answers

How do I download a scene?

In order to download a scene, you must left-click on the “Download” button located under the video player. This will open a box below the button with downloadable file types: WMV or MP4. You will be able to select either the full scene or parts.

Once you have determined the file type and length you wish to download, simply left click and select the location on your computer where you wish to save the file to.

Why can’t I download certain titles?

Due to contractual obligations stipulated by the production studios, the download option for exclusive titles is not available. However, you will have access to unlimited streaming on the site once an exclusive scene is unlocked and saved to the “My Movies” section of your account.

Also, given that your username and password will remain valid even if your membership has expired for whatever reason, you will permanently have access to all unlocked content.

How do I manage my unlocked DVDs and scenes?

All unlocked DVDs and scenes can be found in the “My Movies” page of the “My Account” section of your membership. Once unlocked, this content will be permanently associated with your membership even if you membership expires and you choose not to renew.

Why is the streaming slow or choppy?

There are several reasons why you may be experiencing slow or choppy streaming. Although we are constantly trying to improve our streaming by upgrading our servers and video player, it is possible that you are attempting to stream during hours of higher than normal volume.

We recommend Google Chrome which you can download from as a more updated way to navigate the internet.

Here are some steps that do fix the majority of issues.

  • Clear out your cache and delete all current cookies.
  • Reset your cookies to be at their lowest settings.
  • Try completely restarting your internet router and computer. To restart your router simply unplug it for about 60 seconds and then plug it back in.
  • If you are using a firewall, make sure its ad blocking software is deactivated for the website you are trying to access. Try turning off your Firewall or Antivirus and test to see if streaming improves.
  • Close out your browser and open a new one before you try to login again.

To clear your browser’s cache please follow these steps:'s-Cache

To clear your browser’s cookies please follow these steps:'s-Cookies

You might be attempting to stream with an old version of Adobe Flash Player. To obtain the latest version, please visit If the problem persists, you can contact our technical support department or leave a message in the “Feedback” tab of the “My Account” section of your membership.

I forgot my password and cannot login, how do I retrieve it?

All login pages have a “Forgot Password?” section, which will require you to enter the e-mail address that was used upon sign up. You will then receive an e-mail with a temporary password, which you can then change within the member’s area.

If you have incorrectly entered your e-mail address upon sign-up or if you cannot remember the e-mail address that was used upon sign-up, please contact our technical support department.

How do I change my password or update my e-mail address?

At any time, you can change your password or e-mail address by following the instructions found within the “Preference” tab of the “My Account” section of your membership.

Why has my account been blocked?

Given that your credit card is linked to your online membership, it is imperative that you do not share your account with anyone. Consequently, it is possible that your account was banned for the following reasons:

  • You correctly entered your username but incorrectly entered your password with six attempts.
  • Successful logins were completed on multiple IP addresses. When this occurs, it is possible that your username/ password has been discovered, shared or posted on the Internet.

While your account is banned, your personal data is secured and no transactions can be made during this ban period. Also, you should receive an e-mail to the address that was used upon sign-up detailing the exact reason for the ban.
For more information, please contact our Technical Support department who will review the situation.

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