Help

Help

Registration / log in problems

Uploading/editing movies

Creating/updating your profile & blogs

Using promotional codes

Billing questions

Technical questions

Video removal

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: I haven't received a confirmation email

A: Please check the junk/bulk/spam folder of your email program as sometimes our emails are trapped by these filters as they are incorrectly assumed to be junk mail. If you do find you confirmation email in has been mis-directed please click the 'Mark as safe' or 'Not spam' option in your email program and you shouldn't experience any further problems receiving our emails.

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



Uploading/editing movies

Q: I can't upload a video

A: To upload videos on Watchme.com you will first need to register or login

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: I've uploaded a video but it still says 'Awaiting approval'

A: We check all videos before they go live on the site to ensure the content doesn't breach any of our Guidelines. We aim to approve videos as quickly as possible but sometimes delays do occur if we are dealing with a high volume of new uploads. Sometimes delays also occur if your videos can't be encoded by our automated software and have to be encoded manually. The best way to minimise potential delays is to

    1. Upload videos as WMVs as these tend to present minimal encoding challenges (AVIs and MPEGs tend to be the most problematic)
    2. Ensure that the text you input in the title/descriptions/ tags fields etc doesn't breach any of our Guidelines (please see FAQs section for a full list). For example, many people use the tag 'squirting' but this is not something we allow therefore these videos have to be carefully analysed to see if they do actually contain squirting or if the TAG has been used simply to try to attract viewer searches (which we obviously also discourage)..
    3. Check that the files you upload are functional and play from start to finish 
If you think none of the above problems could apply and a long time has elapsed since your upload, please email us on support@watchme.com and we'll investigate.

back to top


A: There are various reasons why a video would be rejected, the most likely being that it breaches one or more of our Guidelines (please see our FAQs section for a full list).  If you have received an email telling you your video has been rejected please login to you account, click the 'My account' link then the 'View/edit content' link. You will see a list of all the videos you have uploaded and their status. If any videos have been rejected there will be a rejection reason, for example, the file could not be encoded. If possible, please rectify the problem and re-submit the video for approval.

back to top


Q: I've edited my video but now it's not showing on the site

A: In order to ensure no-one adds illegal or innapropriate content we moderate all movie edits so, once edited, your videos will go offline until we have approved them once again. We apologise for any inconvenience this may cause but we need to ensure the integrity of the information and content on the site. If you are concerned about your videos being offline, for example if they are high in our chart or you are sending traffic to them, please feel free to email us and we can set a time for you to submit the changes and we'll approve them straight away.

back to top



Creating/updating your profile & blogs

Q: I've created a profile but it hasn't been approved yet

A: In order to ensure no-one adds illegal or innapropriate content to the site we moderate all new profiles. We aim to approve profiles as quickly as possible but sometimes delays do occur, for example if your profile is added outside of normal business hours. Please be assured we will get your profile live as soon as we can.

back to top

Q: Why has my profile has been rejected?

A: Most likely because the text and/or pictures you input breached one of more of our Guidelines (please see our FAQs section for a full list). As an example, if you use a picture of a celebrity for your picture, we will be unable to approve your profile as you will not have the copyright for that image. 

back to top


A: In order to ensure no-one adds illegal or innapropriate content we moderate all profile edits so, once edited, your profile will go offline until we have approved it once again. We apologise for any inconvenience this may cause but we need to ensure the integrity of the information and content on the site. If you are concerned about your profile being offline, for example if you are sending traffic to it, please feel free to email us and we can set a time for you to submit the changes and we'll approve them straight away.

back to top


Q: I've submitted a blog but it's not showing on the site yet

A: In order to ensure no-one adds illegal or innapropriate content we moderate all blogs before they go live on the site. We aim to approve new/edited blogs as quickly as possible but sometimes delays do occur, for example if you update outside of normal business hours. Please be assured we will get your blog live as soon as we can.

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 2.
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 didn't 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

  1. 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
  2. Most promotional codes can only be used once per member; if you have already used the code it will not work again
  3. Some promotional codes are intended for use when registering only so unfortunately will not work for existing members
  4. 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 paid by SMS, where do I input the code?

A: Please login and check the Members' Help section - you'll find the link you need there

back to top


Q: I paid by SMS but haven't received my code

A: Please contact us on support@watchme.com stating your login email address and your mobile number and we'll organise a replacement code for you.

back to top


Q: I paid by SMS but the code doesn't work

A: Please contact us on support@watchme.com stating your login email address and your mobile number and we'll investigate.

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

  1. 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).
  2. 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.
  3. 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.
  4. That you definitely have sufficient funds available
  5. 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 clicked the 'Submit Details' button twice when buying viewing time 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 or login

If you are already registered, please click here to login. If problems persist please consult our members' 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: Yes it is.

back to top


Q: Is the site compatible with Google Chrome?

A: Yes it is.

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


Video removal

Q: Someone has posted a video without my permission. How can I get it removed?

A:  Please email us on support@watchme.com with a link to the video in question and a brief explanation of what the problem is, for example, if you are featured in the video but did not give the uploader permission to share the it. We will remove the video as soon as possible - normally within a few hours.

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 11/02/2009