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Here are some quick answers to the most common problems encountered with mobile downloads.
Can I put PC tracks on my phone?
I lost the download link, how can I get it back?
Can I download to my computer and transfer the songs?
How much does it cost to download to my phone?
On the download page I get "Error could not load the order. Invalid order id."
On the download page I get "We are sorry, but your order has expired."
On the download page I get "We could not find a file for your handset. Please contact customer care for assistance."
My download is taking forever!
My download keeps failing!
I downloaded my content but the phone says "file too big" or similar
I downloaded the content but I cannot find it! Where is it?
I downloaded the content but I cannot play it back, and it takes me to the WAP site!
My phone says it has received some "un-signed" item, what is it?
I received a message but it is showing only numbers or says "activation key", what is it?
I am not receiving any messages or WAP pushes at all! What now?
PC fulltracks generally do not work with mobile phones.
However, if the phone supports Windows Media Audio and Digital Rights Management it may be possible. Any "Plays For Sure"™ device should be able to take a PC track. You must use Windows Media Player 10 or above to transfer the track.
If the phone supports Windows Media Audio files and Digital Rights Management, then you should be able to use it as a "Portable Media Player". After you have connected the phone to your PC, use the synchronise options within Windows Media Player to add the protected files to your phone. You must have already downloaded the licence for the track you wish to transfer. You can do this by playing it at least once.
For further information please consult your phone manual and the Windows Media Help file (either press the F1 key at the top left-hand side of the keyboard, or click on Help and select Help Topics).
We recommend that you use our mobile content with your mobile phone in order to get the best experience possible.
Useful links (open in a new window):
Microsoft.com Windows Media Home
Microsoft.com Devices 101 - How-to Center
Microsoft.com Windows Media Knowledge Center
First check your phone for the link. It might not be in your "SMS Inbox". For example, some Nokia handsets have a "Service Message Inbox" under the Browser application. The WAP push / Service Messages will be listed here.
If you have lost / deleted or never received the link, contact customer care who will be able to re-send it to you. This can only be sent to the phone number used when ordering. Please ensure you include your phone number AND order reference if you have it available.
No, you cannot download any mobile items to your computer. They must be downloaded to your phone.
For detailed and current information about data charges please contact your network operator who will be able to advise you on all the options available to you.
We cannot recommend any single service or list prices as these are constantly changing.
The best advice if you wish to download fulltracks and video is to get a dedicated data plan or a data allowance.
Your download link is invalid. Please contact customer care to have it resent to your phone.
The download link is active for 30 days from your date of purchase. Once the 30 days are up it is no longer valid. If you wish to re-download your item again, please contact customer care and ask for the order to be extended.
The most common reason for this error is that you have ordered a piece of content without first checking the compatibility of your phone. Please take care to check your phone?s compatibility before ordering to prevent this happening. Refunds are not usually offered for incorrect orders. Compatibility information is readily available on the website and via the WAP site.
Occasionally, our phone profiles are not quite up-to-date and your phone may not be configured correctly or may not be on our system yet. While we try to remain current, this is not always possible because of the number of new handsets that arrive into the market.
Incorrect profiles can be addressed quickly allowing you to download your item. If your handset is not in our system, then you may be entitled to a refund.
Some of our files are very large (for a mobile). Fulltrack to mobile and video files can take substantially longer to download than a realtone or polyphonic tone. We strongly recommend using a 3G capable phone with a 3G data plan if you wish to download fulltrack and video.
When you are downloading large files make sure you have a good reception and preferably a "3G" (high speed) service. For best results you should start the download and leave the phone on a flat surface until it has finished.
Sometimes it can take several extra minutes for the download to complete. Please be patient. If you continue to have problems you should contact your network operator and ask them if there are problems with the mobile service.
This error appears when we try to send a file, but it is too big for the phone to handle. In this case, it may be possible to send a smaller file. Please contact customer care. If the issue cannot be resolved you may be eligible for a refund.
Depending on your phone, the content can be stored in several places. Some handsets allow you to choose where to save the content as it is being downloaded. We recommend that you place your content in a "Music" folder if you have this option.
On SonyEricsson phones, all audio downloads will be delivered to the "Music" folder on your handset or memory card. Video downloads will be delivered to the "Video" folder.
In some rare cases the content can only be accessed from the browser under the "Secure Downloads" section. You can reach this from the "View" menu. You should be able to move the item once it is fully downloaded. Please check your phone instruction manual.
You need a licence that is sent separately to play this file. If you have already paid for and downloaded the item, it should have been sent after you successfully downloaded the file. Please allow up to 24 hours for this file to arrive to your handset.
If you do not receive the licence, please contact customer care who will be able to re-send it. Please note: The licence can only be re-sent to the ORIGINAL phone number used when the content was purchased. We are sorry, but we cannot change the phone number.
What you are seeing is the Usage Rights for your content. Depending on your phone these are handled in several different ways. On some Nokia handsets, particularly Series 40 Rev3 and above, it appears as an "un-signed" key. You need to accept and use the key to unlock your content. If you refuse to accept the key your content will remain locked.
If you have recently downloaded a piece of protected content, you will receive a text message showing mainly numbers - this message displays the usage rights for your content. Before you can play the file you will need to open this message. When you open it, your phone will update and you should see the licence details for the content you downloaded and the location where the file can be found. This is most often seen on Nokia Series 60 Symbian based handsets.
If you are having difficulty receiving the licence files and / or WAP pushes, you may need to perform a "hard reset" of your phone. While your phone is turned ON, remove the battery cover and then remove the battery. This will enable the phone to re-connect to the network and re-register. This should resolve any issues with receiving messages.
Please note: We do not accept any responsibility for damage to your handset.
The images here are for preloading only.
