Thank you for visiting our Support Page. We want your stay with us to be a pleasant one, and providing quality customer service in a timely manner to you, our valued customer is of the utmost importance to us! If you require immediate assistance, please feel welcome to e-mail us at support(at)members-services(dot)com or telephone our offices at (949) 305-4701 and ask for Customer Support. Before contacting us, please review all of the below FAQ as we have created this comprehensive guide to enable you to more rapidly resolve any possible service issues.
Sincerely,
Customer Support Department
Password/Login FAQ
I lost or forgot my username and password! How do I retrieve it, or get a new one?
You will need to submit a support ticket with the E-mail address you used when signing up, and if possible, the subscription ID number. If you have the e-mail and your name, that should be enough information for us to get you your username and password. If you would like for us to reset it, then please put your new desired user/pass in the Comments section.
Help-My Username And Password Don't Work!
First, check to make sure that you are entering your username and password correctly. Remember that usernames and passwords are case sensitive and to enter then exactly the same as when you first created them; for example, if your original username was "pr0n_lover" with a password of "aa12578" then you will not be able to log in with "Pr0N_LOVER" and "AA12578". Try closing your browser, clearing cookies, and logging in with the username and password exactly as you created it. If you cannot recall the exact format, then please send a support ticket with the e-mail address you used to sign up and we will provide that information for you.
If this does not solve the problem, then there is also the possibility that you have logged in from separate IP addresses the maximum amount of times. In order to prevent password trading/sharing, our security system will automatically block a username/password which logs in from multiple IP addresses after a certain amount of attempts.
If you feel that the security of your password may have been compromised, please submit a support ticket with your username and password, and the e-mail which you used when signing up, and we will issue you a new one or refresh your existing one.
Finally, if the above information does not resolve the situation, contact us and we will have our technical support staff investigate the issue.
If this does not solve the problem, then there is also the possibility that you have logged in from separate IP addresses the maximum amount of times. In order to prevent password trading/sharing, our security system will automatically block a username/password which logs in from multiple IP addresses after a certain amount of attempts.
If you feel that the security of your password may have been compromised, please submit a support ticket with your username and password, and the e-mail which you used when signing up, and we will issue you a new one or refresh your existing one.
Finally, if the above information does not resolve the situation, contact us and we will have our technical support staff investigate the issue.
Why Can't I Access ALL Of The Sites?
This could be for one of several reasons; if you paid for a full membership to any of the sites in our network and are unable to access all of the sites, please submit a support ticket immediately, as this is likely a technical error.
However, if you are a Trial Member, please be aware that your access is limited to the site for which you signed up. In order to access all of the sites, you will need to upgrade to a full membership.
However, if you are a Trial Member, please be aware that your access is limited to the site for which you signed up. In order to access all of the sites, you will need to upgrade to a full membership.
Technical Support FAQ
I clicked on a video and nothing happened-where is it?
If you locate any broken links, or missing images or videos please submit a Support Ticket immediately!
I Can't Access The Bonus Feeds/Movies!
First, please check the FAQ Pages For The Various Feeds:
High Quality Video Streams:
http://www.worldwidefeeds.com/customerhelp.php
On the Bonus DVD Movies, Click the "Help" Button At The of The Feeds. If you are using IE, Make sure that you have popups enabled before trying to access the Bonus DVD Movies and that you have the latest version of Windows Media Player Installed.
If you still experience any issues with the Bonus Movies or Feeds, then please submit a support ticket with as much detail as possible, including your operating system (PC, Mac) and the browser you are using (IE, Firefox, AOL) when you receive the error.
High Quality Video Streams:
http://www.worldwidefeeds.com/customerhelp.php
On the Bonus DVD Movies, Click the "Help" Button At The of The Feeds. If you are using IE, Make sure that you have popups enabled before trying to access the Bonus DVD Movies and that you have the latest version of Windows Media Player Installed.
If you still experience any issues with the Bonus Movies or Feeds, then please submit a support ticket with as much detail as possible, including your operating system (PC, Mac) and the browser you are using (IE, Firefox, AOL) when you receive the error.
Why Am I Having Difficulty Viewing The Movies?
Make sure that you have the latest version of Windows Media Player installed. If you still experience issues, please submit a support ticket with as much detail as possible.
Movie FAQ
Why do I have to put my Password and User ID in every time I watch a movie?
This is because you are clicking on the link to the movie file location rather than saving it to your hard drive to watch it after you have saved it. See below.
When right-clicking on the file or image, I get an error message...
With some users there seems to be some form of error process with the MD5 authentication module of our web servers. We are currently reviewing and testing and should soon find a solution to this problem, in the mean time note that the first selection of a video file will come up with an error saying unfound. Simply reselect the same file and it will function properly. We apologize for any inconvenience and are working diligently to solve this problem.
How can I watch the movies?
Many movies are in both MPEG and Windows Media format (.wmv). For MPEGs it is best to Right-Click the movie file link and select "Save Target As...". This will save to a place on your hard drive of your choosing. When you click on the movie file it will open in your default viewer.
What if the movie doesn't play?
You do not have a program to watch movies. Download Microsoft's Media Player or many other free players that can be found at sites like download.com.
AOL Specific Issues
If you are using AOL and experiencing difficulty accessing the movies, please review the following suggestions:
- From the AOL web browser program, Click on "Members" Select the "Preferences" menu in the AOL browser Click on "Uncompressed Graphics" Click on the "Advanced" section Click on "Purge Cache." That will likely fix many AOL problems.
- You must be using AOL version 3.0 or higher (to upgrade go to keywork "upgrade") and you SHOULD run Microsoft's Internet Explorer on top of AOL. Once IE is installed you can minimize AOL once you dial up and then open the IE browser.
How do I use IE on top of AOL?
If you are using Windows 95 or 98, chances are you already have Internet Explorer (IE) installed on your system.
How do I find out if I have IE?
- Go to the Start button, and then Programs.
- Look for Internet Explorer.
How do I use IE with AOL?
- Sign on to AOL as you normally would.
- Instead of typing in Web addresses in AOL, do the following:
- Go to the Start button, and then Programs.
- Look for and select Internet Explorer.
- Go to our Web site using the "Address" box at the top, underneath the "Back" and "Forward" buttons.
NOTE: Many video features are not likely to work correctly with Netscape Navigator. We recommend Microsoft's Internet Explorer or Mozilla Firefox when viewing our sites.
Still Having Problems?
Submit A Support Ticket and we will see if we can help!
Pics FAQ
Pics Overview
All the pictures you will find on %settings:siteName% and the sites in the MyXXXPass Network are in JPEG format, a very common file format. To view pictures simply click on the thumbnail image. This should immediately download the picture into a browser or other compatible image viewer.
Common Problems
"Temporary Cache Filled"
If you are viewing a great deal of content on the web you may have a problem with your cached memory. Occasionally the file will try to save as a Bitmap file. These are very large byte by byte files that take up a lot of room on your hard drive. To remedy this problem go to your browser (Internet Explorer) and select Tools>Internet Options. There you will see an option for Temporary Internet Files. Select "Delete Files" button. You may have to restart Internet Explorer and possibly reboot your machine. You should fine much improved performance and be able to download photos.
Billing FAQ
How will my credit card be billed?
Your Credit Card Account will be billed either as: "Epoch or
CCbill.com"
How will my checking account be billed?
Your Credit Card/Checking Account will be billed as "Future Blue, Inc."
How do I get Billing Support from the Sales or Billing Agent?
You can get billing support directly from Epoch by visiting www.epoch.com/billingsupport or sales support from CCBill by visiting http://ccbill.com/.
Do Memberships Auto renew?
Yes, your membership will auto renew unless you cancel.
How do I cancel?
We hate to see you go, but if you really want to cancel for any reason, there are several ways you can go about this: You can either visit the link from within the Members Area called "Need Help" and then proceed to the cancellation section a the very bottom of the page to cancel and follow the instructions, you may send us an e-mail at support(at)members-services(dot)com expressiong your wish to cancel your membership, or you may submit a support ticket with a request to concel membership (be sure to include the e-mail address you used when signing up as well as your Subscription ID and method of payment used as this will expedite the process). But before you go, we would very much appreciate it if you let us know if there is anything we can do to increase the value of your membership with us!