Frequently Asked Questions

Billing Issues    Login Issues    Site Performance Issues    Other Questions    Expand All Answers

Billing Issues:
Q. How do I cancel a recurring membership?
A.
    View Contact Us for links to cancel your membership.

Q. Why is my application for membership rejected?
A.
    1.
      You may be in a country that we do not accept credit card payments from. Please contact the card processor(s) directly using the links on their signup page - we don't process credit cards are therefore unable to help you with this.
    2.
      You may not physically be in the country the card was issued in. Solution: use a card issued in the country you are trying to join from.
    3.
      You may have disputed payment with an adult site in the past. Solution: don't dispute charges you make.


Login Issues:
Q. Why can't I login?
A.
    -
      If you have trouble loging in, in most cases closing all open browsers and starting over will fix the issue. **Important** - Don't click on any bookmarked links to the site.
    -
      Make sure you are using the correct login (remember also that logins are CaSe sEnsitiVE).
    -
      If you still can't get in and are redirected to the login page (or don't even see the login page), download and install Firefox. Use Firefox to access our sites.
    -
      If you are using the AOL browser, download and install Firefox. Use your AOL browser only to establish an Internet connection, then open Firefox and use that to access our sites.


Site Performance Issues:
Q. Why can't I play your videos?
A.
    Are you trying to play *movie clips* or are you trying to play a *streaming video*? The two are completely different. Streaming movies require that you have nothing on your computer or network that interferes with the communications between our streaming servers and your computer. The following can cause blockage of these transmissions and therefore the inability to play streaming movies:

    -
      Corporate networks
    -
      Hotel networks
    -
      Badly configured home router, like a wireless network

    To test your players, please do not use the streaming movies, rather go to the movie clips section of any shoot, right-click on a clip and save it to your hard-drive ("save link as" in Firefox, "save target file as" in IE), now click on the "Real" select at the top of the page and repeat the process with a Real media clip. Now play the clips *from your hard-drive*. If you can play the clips, you know the problem is either with your internet connection or with your network. If you cannot play the clips, then the problem is with your computer. Make sure you have installed the latest versions Microsoft and from Real.

Q. Why won't Real Media play on my computer?
A.
    You need to install Real Player to view any of our streaming movies and the Real clips: you don't need it, Realplayer basic is all you need. It is very easy to pay for the 'Premium Realplayer' on the Real website, but you'll only need the free Realplayer basic.

Q. I have a fast Internet connection, yet your streaming movies don't play smoothly:
A.
    First thing, update your Real Player to Real 10. It is very easy to pay for the 'Premium Player', you don't need it, the basic Realplayer is all you need. Make sure that you follow the installation carefully, disable all the silly offers that Real tries to bundle with the player. If you install the player carefully it's a great utility. Now, open your Real Player, go to Tools > Preferences >

    -
      In the General>Playback Settings>On-Demand tab, make sure the Cache box is checked
    -
      Under "More Options" on this same tab, you may want to increase the number of buferring seconds
    -
      In the "Connection" tab, test your Internet connection using the built-in utility

    Other settings in Tools > Preferences to play with if you still have trouble with performance:

    -
      Connection>Network Timeouts - try increasing the timeout seconds
    -
      Hardware>Video Card Compatibility - bring down the slider

    NOTE: if you are not on DSL or cable, forget about streaming the movies, they will never look good. Rather, download the clips to your machine and play them from there.

Q. I upgraded to Real 10 and now the streaming movies will not play:
A.
    Re-install Real 8 (note that Real 8 doesn't have a playlist so you will not be able to play the clips in sequence).

Q. I am a Mac, how can I play WMV movie files?
A.
    In order to play WMV clips on the mac, download the Windows Media Player. Download the correct player for your system (either OS X or OS 9). Follow the instructions to install the player. Please make sure your browser is closed when installing the software. If the WMV files will not open after installation, try the following:

    1.
      Select a downloaded wmv file by clicking on it once to highlight it
    2.
      Do a "get info" on the file (keystroke: command + I)
    3.
      # In the info panel that opens, look for where it says "open with"
    4.
      Manually browse to the Windows Media Player application and select it. Check the button that says "change all"

Q. Why do I get message saying the content doesn't exist or the link is broken?
A.
    Clear your browser cache: close all your browser windows, go to Start>Settings>Control Panel>Internet Options> General>Temporary Internet Files, check the 'delete all offline content' box, execute, reboot.

Other Issues:
Q. How do I remake the full movie from the short clips?
A.
    -
      WMV files: drag and drop all the clips you want to play into your Windows Media Player
    -
      Real Media files: the new version of Real Player now supports playlists similar to Windows Media Player. Drag-and-drop the clips you want to play in sequence into your playlist.

Q. How do I open ZIP files?
A.
    Our pages include the possibility to download many files (pictures or video) as a zip file. To open a zip file on your computer you will need one of these programs:

    - - - -
    Mac Users: OS X has a built in archive maker, right-clicking (ctrl-click) on a ".zip" file should show you the options to unzip the archive. Almost every Mac has a utility called "stuffit" which can also handle zip files. Normally, just double clicking a compressed file launches the utility and unzips the file. If you do not have this utility, you can download it free.

Q. Do you currently sell videos or DVDs of your work?
A.
    Not currently.