Registration / log in problems
Using promotional codes
Billing
Technical questions
Terms and Conditions
Registration / log in problems
Q: I am having trouble registering
A: Please email us at support@watchme.com stating the difficulty you are experiencing. We'll get back to you as quickly as possible with a solution.
back to top
Q: My credit / debit card is being rejected
A: There are various reasons why this could be, we ask that you please check the following
- That you are entering all the card information correctly including the 'Security Code' on the back of the card (if you are unsure, this is the last 3 digits of the number on the reverse of the card, immediately below the magnetic strip).
- That you have entered the exact name and billing address that your credit card company / bank has on file for you. Our payment processors check the details you submit against the credit card company / bank's records and if the details do not match the transaction will be declined.
- That you have not used any symbols in your address (for example & or #). For some reason these often cause transactions to be declined even though all the other details are fine. Please replace any symbols with words where possible or simply delete them from the address details.
- That you definitely have sufficient funds available
- That your card has not expired
If none of the above apply please email us at support@watchme.com and we will investigate further.
back to top
Q: I haven't received a confirmation email
A: Please check the bulk / spam folder of your email programme as sometimes our emails are trapped by these filters as they are incorrectly assumed to be junk mail.
If this does not apply, we ask that you please wait a while longer as sometimes emails can be held up by network congestion.
If you have still not received it after several hours you can contact us at support@watchme.com and we'll re-send it. Please bear in mind however that your account will be live as soon as you have registered and you do not have to wait for the confirmation email to arrive - it is only sent for your reference.
back to top
Q: I can't log in but I am sure I am inputting the correct details
A: Sometimes people accidentally type an additional character such as a coma in their email address or password when registering and as a result will be unable to login. In this event you will need to email us at support@watchme.com listing the correct details and we will check the records in our database and make amendments if necessary.
back to top
Q: I have forgotten my password
A: To be reminded of your password, simply go to the log in page and click the 'forgotten your password' link. You will then be taken to a new screen where you will need to input the e-mail address you use to log on to the site. Input this in the box as requested and click the 'Send me my password' button. Shortly afterwards you will receive an email confirming your login details.
back to top
Q: I have forgotten all my login details
A: If you can't remember the password or the email address you used to register please email us at support@watchme.com giving as much information as possible (ie name, address, email address, approximate date you registered, etc). We will then get back to you as soon as possible with your account information.
back to top
Using promotional codes
Q: I have a promotional code, how do I use it?
A: New members – When you register on the site you will be given the opportunity to input a promotional code (In Step 1, after you input your personal details). If the promotional code is not recognised by our system you will be alerted when you submit the page – you can then choose whether to go back and try again or ignore the code and proceed without it. If it is successful you will be presented with the special offer package when you input your credit card details in Step 3.
Existing members – If you have received a promotional code you can input it when you purchase additional viewing time. Just type the code into the promotional code box on the 'Add funds' page and click the 'Redeem' button. If the code is recognised by the system the special offer package will be displayed along with the regular viewing packages.
back to top
Q: My promotional code did not work
A: Firstly, we ask that you double check you are typing the code in correctly as some, for example, may be case sensitive. If it still won't work there are several possibilities
- Some promotional codes have expiry dates so it is possible the code you are trying to use is no longer in use. Please double check the original offer you saw to confirm the details
- Most promotional codes can only be used once per member; if you have already used the code it will not work again
- Some promotional codes are intended for use when registering only so unfortunately will not work for existing members
- Sometimes codes are abused by fraudsters and we have to withdraw them; if this is the case we will be happy to give you a replacement
If you don't think any of the above apply then please email us at support@watchme.com stating the promotional code and ideally where and when you saw it advertised. We will then investigate and get back to you as soon as possible.
back to top
Billing questions
Q: I clicked the 'Add funds' button twice by mistake and am worried I may be double charged
A: Our payment processors have software in place to detect and delete any duplicate transactions so you should never be billed more than once for the same transaction. We ask that you check your bank / credit card statement as soon as possible to confirm this is the case.
If by any chance a duplicate transaction does appear, please notify us at support@watchme.com and we will refund you immediately.
back to top
Q: I have been billed incorrectly
A: Please contact us at support@watchme.com stating the email address you use to log into the site, the amount you expected to be billed and the amount you have actually been billed. We will then investigate and organise a refund or allocate additional minutes as required.
back to top
Q: I haven't been allocated the correct amount of minutes for the package I purchased
A: Please contact us at support@watchme.com stating the email address you use to log into the site, the viewing package purchased and the amount of minutes you were actually allocated. We will investigate straight away and credit your account accordingly.
back to top
Technical questions
Q: I can't seem to get movies to play
A: To watch movies on Watchme.com you will first need to register and then purchase some viewing time - packages start at only £7.95 (approx £4) for 60 minutes.
If you are already registered, please click here to login. If problems persist please consult our member's help area for additional advice.
If you are not yet a member, please click here to register - it's easy and should only take a minute or two.
back to top
Q: Is the site compatible with Mozilla Firefox?
A: The honest answer is no, not really. For the most part the site works very well in Firefox however there is one problem, and let's be honest it's a biggie, the media player we use is not currently supported. So you can do just about anything but watch movies, which is far from ideal. We apologise for further reinforcing Microsoft's stranglehold on the browser market and are big fans of Firefox - we hope to have this resolved in the very near future.
If you haven't tried Firefox, you can download it for free here http://www.mozilla.com It's a breath of fresh air if you're used to IE and works very well with most websites, just not this one...
back to top
Q: Is the site compatible with Apple Macs?
A: Unfortunately, we are aware of some pretty serious compatibility issues with Mac browsers at the present time. We are working as fast as we can to resolve these issues and hope to be able to update this FAQ very soon.
back to top
Terms and Conditions
Q: What are the Terms and Conditions of use of the Watchme.com site?
A: Please click here to view our full Terms and Conditions
back to top
Last updated 19/12/2005
