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Help with your videos

  1. What is downloading?
  2. Buying a video download
  3. Paying by credit card
  4. Getting your video download
  1. Watching on your TV
  2. Watching on your tablet or smartphone
  3. Watching on your computer
  4. Troubleshooting

8. Troubleshooting / help with your videos

I haven’t received my download order

It's likely that you gave us one email address when you placed the order, but are expecting it to arrive at a different email address. This can be because you have two email addresses, or because you mistyped your email address.

Please check the email address you typed when you placed your order, or if it was a typing error then contact us and we will send you the email manually.

If it's neither of these problems, please contact us and we will be able to help.

I couldn’t get the file to download, or it doesn’t download the entire file

We recommend using a download manager like the free Chrono extension for Google Chrome, so you can download large files without worrying about the connection dropping and breaking the download.

Using a free download manager will reduce the time taken to about a quarter of the time without a download manager, as it makes four or more simultaneous connections to the server. It also increases reliability because if the connection is dropped it will be able to continue downloading again from that point, rather than starting again.

I can’t get the video file to play

Our video files are in .MP4 format, and don’t play in Windows Media Player. You will need to use one of the following media players instead, which you can download for free using these links:

The video stops half way through

When your computer was downloading the file, the connection dropped before the whole file had reached your computer, so the file is incomplete.

Re-download the file and try again, using a download manager like the free Chrono extension for Google Chrome.

Using a free download manager will reduce the time taken to about a quarter of the time without a download manager, as it makes four or more simultaneous connections to the server. It also increases reliability because if the connection is dropped it will be able to continue downloading again from that point, rather than starting again.

Still having issues?

Email downloads@video125.co.uk and we’ll see if we can help.