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 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 films are encoded at 1.5 Mbps which is virtually indistinguishable from DVD quality.
Q) What does "License Acquisition" mean?
A) When you purchase a film, our system will issue you a personal license enabling you to play the film on up to 3 computers and transfer to a compatible portable video player.
Q) What is DRM?
A) DRM stands for Digital Rights Management and is a technology that can help protect the copyright of directors, writers and producers by helping prevent illegal and unauthorised copying. Customers who buy films from this service can transfer to their portable video players, but cannot create DVD's.
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, BFI members' free films are available as an MPeg4 which can be downloaded to a Mac in the UK.
Q) Can I pay by mobile phone via SMS?
A) No. At present there is no SMS payment option.
Q) My credit card doesn't appear to work but it should.
A) Please click here with details of what film(s) you were trying to buy
Q) I have downloaded a film 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 film or acquiring a license to play the film. 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
If you are trying to play files on a PC, make sure you have Windows Media Player Series 10. You can download this for free at http://www.microsoft.com/windows/windowsmedia/
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
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 5: Customer Service
Please contact us via our customer service system - click here
Q) Will these downloads work with my iPod?
A) Unfortunately due to the DRM settings, these downloads will not work on iPods.
Q) What portable players will these downloads work with?
A) There are many devices that support Windows Media. Click here for a some more information from Microsoft.
More information about buying audiovisual content 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
