COMMON QUESTIONS

• I have credit but it says I still can’t purchase content?

  Your mobile account may be blocked from purchasing premium content via direct carrier billing. Please contact your mobile provider on 13 22 00 to have this restriction removed.

• I have purchased content but it is saying “missing master files”, “failed to find Masterfile”, or “file not supported”. How do I receive my content?

  Please provide the name of the content in the feedback form below and we will send you a temporary link to download it.

• I have purchased content but it won’t download. How do I receive my content?

  Your download will start automatically. Please check your download history or check the My Downloads or My Files folder on your device. Please consult your device manual for more details.

• I have purchased content and downloaded it multiple times, have I been charged multiple times?

  No, you will only be charged once for each content item purchased. You can re-download content as many times as you like once purchased and you will not be charged again. You can re-download at any time by accessing My Account where a history of your purchased content is stored.

• How do I unsubscribe?

  Simply access My Account and click on the My Subscription section. All current subscriptions will be listed and you can choose to unsubscribe. You should also receive a weekly SMS for each subscription and there is a link to unsubscribe directly in that SMS message.