If you've had a problem with this service, please try the questions below in order to resolve the problem!
Q) What are the system requirements for this music service?
A) PC requirements:You must have a PC running Windows 98 or above with Windows Media Player 7 or above. We recommend Windows XP or Vista and Windows Media Player 11.
Mac requirements: Mac OSX and iTunes 4 or above.
To play the U-MYX files only you need - Windows 2000 / XP or above or Mac OS X 10.4 or above.
Q) What quality are the downloads?
A) The downloads are MP3 formats encoded at 320kbps and DRM protected Windows Media Audio 9 Series encoded at 192kbps where MP3 is not yet available. These are virtually indistinguishable from CD-quality audio. Please not that DRM protected Windows will not work on Mac computers.
Q) What does "License Acquisition" mean?
A) When you purchase a track, our system will issue you a personal license enabling you to play the track on up to 3 computers as well as burn the track to CD and transfer to a compatible portable music player.
Q) Will these downloads work on a Mac?
A) Yes the downloads are available in Mac compatible format, except where only DRM protected Windows Media Audio is available.
Q) How do I tell what format the download will be in?
We do state what formats the download will be available in before you purchase the download. Where the download is listed there is the artwork for the album/single (on the left hand side of the page), under this there can be up to two symbols representing audio WMA and MP3 .
If it is a video file there can be to up 4 different formats available, WMV , WMV portable , Video Ipod and PSP.
If the symbol is stated the download will be available in that format.
Q) Can I pay using my mobile phone via SMS outside of the UK ?
A) Yes. At present the SMS payment option only works in the UK.
Q) My credit card doesn't appear to work but it should.
A) Please click here with details of what download(s) you were trying to buy and the email address you try to purchases the download(s) under.
Q) I have downloaded a track but am having trouble playing it.
Please follow the following steps to resolve your problem:
STEP 1: Windows Media Player
If you are trying to play files on a PC, make sure you have Windows Media Player Series 11. You can download this for free at http://www.microsoft.com/windows/windowsmedia/default.mspx/
STEP 2: Active X
Make sure Active X is enabled. In Internet Explorer, go to Tools > Internet Options > Security > Custom Level. and enable Active X controls
STEP 3: Windows Media FAQ's
If you are trying to play files on a PC, please try the Windows Media FAQ's here: http://www.microsoft.com/windows/windowsmedia/knowledgecenter/FAQ.aspx
STEP 4: Customer Service
Please contact us via our customer service system - click here
Q) How do I redeem a SMS voucher code?
A) Please follow the following steps to redeem your SMS voucher code:
- Find the download you purchased the SMS voucher for.
- Press the green ‘download’ button to add the track to your basket.
- Once the track is in your basket you will see an option to ‘enter voucher’, select this option. A box will appear where you can enter your voucher.
- Input the SMS voucher and select ‘enter voucher’ again, you will see your basket price will go down to zero.
- Select ‘checkout’ and if you’re a member already sign in as usual, if you are a new customer enter your email address select ‘I am a new customer’ and enter a password.
- Select ‘continue’ and you will have access to your download.
Q) I haven't received a SMS voucher code, I have lost my SMS voucher code or my SMS voucher code is invalid
A) Please contact us via our customer service system - click here
Q) I'm having trouble burning a download to CD
A) To burn tracks using WMP10 please see below...
- Find the tracks you wish to burn to CD in your library.
- Highlight the tracks you wish to burn then right click the mouse, this will bring up a menu.
- Select 'add to' and add the tracks to the burn list.
- Then select 'burn' from the top navigation bar, you will see your tracks listed 'burn' area.
- Insert a blank CD into your drive.
- Then select 'start burn', your tracks will start burning to CD.
To burn tracks using WMP11 please see below... - Go to 'burn' in WMP11.
- On the left hand side you will see a list of tracks, drag and drop the tracks you wish to burn into the right hand section.
- You will see a list of your tracks building up as your drag and drop them.
- Once you have all your tracks ready to burn insert a blank CD into your drive.
- Then select 'start burn', your tracks will start burning to CD.
Unfortunately you are not able to burn the video downloads (WMV) on to disc.
Q) Will these downloads work with my iPod?
A) Yes the music downloads will work on an Ipod, except in cases where only DRM protected Windows Media Audio is available. Only the video downloads available video ipod format will work on the video ipod.
Q) What portable players will these downloads work with?
A) Different portable players support different formats, but all common portable players will play one of the three formats (WMA, AAC, and MP3) that you have purchased.
Click here for a some more information from Microsoft.
More information about buying music online is available from Microsoft here.
If you can't find the answer to your query here, please contact us via our customer service system
