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) You must have a PC running Windows 98 or above with Windows Media Player 7 or above. We recommend Windows XP and Windows Media Player 10.
Q) What quality are the downloads?
A) The downloads are Windows Media Audio 9 Series encoded at 192kbps and are virtually indistinguishable from CD-quality audio.
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) What is DRM?
A) DRM stands for Digital Rights Management and is a technology that can help protect the copyright of artists and record labels by helping prevent illegal and unauthorised copying. Customers who buy tracks from this service can makepersonal CD copies of all tracks purchased and also transfer to their portablemusic players.
Q) Will these downloads work on a Mac?
A) Unfortunately at the moment, no - this is due to the DRM technology in operation. We hope to be able to offer these downloads to Macs in the future.
Q) Can I pay using my mobile phone via SMS outside of the UK ?
A) No. 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 track(s) you were trying to buy
Q) I have downloaded a track but am having trouble playing it.
Please follow the following steps to resolve your problem:
STEP 1: Firewalls
If you have a personal firewall or are behind a corporate firewall, you may experience problems either downloading the track(s) or acquiring a license to play the track. You can try temporarily disabling your firewall or speaking to your Company's IT support to see if they can resolve this.
STEP 2: Windows Media Player
Make sure you have Windows Media Player Series 10. You can download this for free here
STEP 3: 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 4: Windows Media FAQ's
Please try the Windows Media FAQ's here.
STEP 5: Customer Service
Please contact us via our customer service system - click here
Q) I haven't received a PIN code or I have lost my PIN code
A) Please contact us via our customer service system - click here
Q) I'm having trouble burning a download to CD
A) Open Windows Media Player (you MUST use this to burn to CD - other CD burning software will NOT work)
- Click Copy to CD or Device
- In the Items to Copy pane, select the track you want to copy
- Insert a blank CD-R in your CD writer
- IMPORTANT: In the Items on Device pane, click one of the following:
- Audio CD
- Roxio CD Burning
- Click Copy.
Before tracks are copied to your CD, they are inspected and, in some cases, converted to a file type. This process takes several minutes.
Q) Will these downloads work with my iPod?
A) Not directly. However you can burn the tracks to a CD and use Apple iTunes to transfer from CD onto your iPod
Q) What portable players will these downloads work with?
A) There are over 500 devices that support Windows Media Audio. Click here for a complete list.
More info:
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
