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Get your ring on!
| MOBILE F.A.Q. 1.How do I request to download a piece of content that I see on-line? 2.I did not receive the download link from you after I sent in a request for content - Why? 3.What do I do with the download link that was sent to my phone? 4.Why can I not click on the download link that you sent me? 5.My carrier or device is not listed - how can I receive content? 6.How long does it take to receive a download after I request it? 7.How do I assign the content once I have it on my phone? 8.Why have I not received the content that I ordered? 9.Is my phone compatible to download the content offered? 10.Is my phone True Tone capable? 11.My phone is on a pre-paid plan, can I still order content? 12.How much does the content cost? 13.Was I billed for the download? 14.I was billed multiple times for the same download. Can I get a refund? 15.I bought a new phone - can I transfer the content I purchased from my current phone to my new one? 16.When I try to order content as outlined in the print material, I receive an error message that indicates my message has not been sent - why? 17.The ringtone that I downloaded does not sound exactly the same on my phone as it does online - why? 18.Someone else downloaded content onto my phone. Can I receive a refund as I did not do this myself? 19.Can I receive a proof of purchase or receipt for my download? 20.How do I receive additional help? 1. How do I request to download a piece of content that I see on-line? Browse content on the Umusic.ca website under the mobile content section or click on the Buy link beside the piece of content in which you are interested. Choose your wireless carrier and handset from the lists provided online. It is very important that you choose the correct carrier and handset. If your carrier and/or handset is not listed your phone will not be capable to download this content and you should go to the contact us link to let us know. Once you choose your carrier, please select your actual device from the list of pictures that are displayed online by simply clicking on the picture that represents your handset. If a picture of your handset does not appear on this screen, this particular piece of content is not available to you. Please go to the contact us link to let us know. Once you have selected your handset, key in your phone number and choose submit to initiate your request. A message will be sent back to your handset with a link that you can go to in order to start the download process. Click on this link or choose accept using the soft keys on your device. The content will now be downloaded onto your handset. Once the download is complete, save this new piece of content to your handset. If you would like your new ringtone to replace your current ringtone selection, go to your phone settings and set it as such (please see below for more details). At the end of your download, you should receive a final text message thanking you for your purchase. 2. I did not receive the download link after I sent in a request for content. Why? If you have not received the download link after you requested a piece of content, please ensure that WAP Push is enabled on your phone. Depending on the make of your phone, you need to set the WAP Push setting to 'On', 'Allow all', 'Always' or 'Receive All'. To determine where to locate this setting on your particular device please see your owner’s manual. You can also try to start up your wireless browser to ensure it is enabled. For more information please contact your carrier. 3. What do I do with the download link that was sent to my phone? Once you receive the message open it and scroll down to the download link - click on this link and you will start the download process. 4. Why can I not download link? If you cannot click on the download link, try using your soft keys to connect to the URL. If this also does not work, check your WAP browser settings to ensure that your phone is enabled to utilize all WAP functionality. 5. My carrier or device is not listed on the website - how can I receive content? At this time, Universal content is only available on certain Canadian carrier’s networks. If your carrier is not listed as a supported carrier at this time, please re-visit this site often to check for updates as we are always working to support additional carriers. Please do not choose an alternative handset that you feel is similar to enable you to start the download process as this download will fail and you may incur a charge on your device. Again, please visit the mtvmobile.ca website at a later date as we are always working to add phones to the list of supported devices. 6. How long does it take to receive a download after I request it? The length of time it takes to download a piece of content depends on the network availability on your carriers system as well as the type of content that you are requesting. The overall download time could vary between 1 and 10 minutes based on these two factors. It is important that you do not make a second request for this same piece of content during the download purchase experience else you will be charged for both of these downloads. 7. How do I assign the content once I have it on my phone? Once your download is complete, you can listen to the tone and then click on ‘Save’ to save it to your phone. Once it is saved, go to the settings section of your phone and then to that menu item that is for ringtones, images and games. Select options and then locate the piece of content that you want and assign it as the default. Please note that these are generic instructions as all devices have unique user interfaces so please consult your user manual for your specific device if you require further directions. 8. Why have I not received the content that I ordered? If you have not received the content that you ordered, please ensure that your WAP settings are enabled on your mobile device. 9. Is my phone compatible to download the content offered? Various phones models are able to download different pieces of the content offered. Choose your phones information from the drop down boxes provided and we will tell you immediately what content your phone supports. 10. Is my phone True-Tone capable? To determine if your phone can support True-Tones please contact your wireless carrier. 11. My phone is on a pre-paid plan, can I still order content? Yes, you should be able to order content from mtvmobile.ca. If you are having trouble, please contact your wireless Carrier for support and information. 12. How much does the content cost? The various types of content are offered at different price points based on content category. Price tags are listed beside each type of content to outline their cost. 13. Was I billed for the download? You will only be billed for downloads once they are successfully downloaded to your handset. If you receive the confirmation for purchase message and do not reply with Y or YES to show that you wish to download content and then we determine that your phone is not capable of receiving the content we will send you a message indicating that the content will not be sent to you and you will not be billed for this transaction. When a piece of content is downloaded successfully you will receive a thank you message and be billed for the content on your next wireless bill. 14. I was billed multiple times for the same download. Can I get a refund? If you were billed multiple times you have downloaded the same piece of content more than once. You can call your wireless carrier to verify the charges that appear on your phone bill. 15. I bought a new phone - can I transfer the content I purchased from my current phone to my new one? Sorry - all content that you purchase will be saved to your mobile device. With this in mind, when you upgrade your phone, you will have to re-purchase the content that you wish to include on your new device. 16. When I try to order content as outlined in the print material, I receive an error message that indicates my message has not been sent - why? Your wireless carriers’ network may be experiencing higher then normal levels of traffic at the particular time that you request a download and therefore you may wish to try your request again an hour later. If you are still having problems, please contact your wireless carrier to trouble shoot the problem. 17. The ringtone that I downloaded does not sound exactly the same on my phone as it does online - why? Some phones slightly alter the sound of a ringtone but it should still be recognizable as the tone that you requested. If you feel that you have received the wrong ringtone, please send a message to content@mythum.com. 18. Someone else downloaded content onto my phone. Can I receive a refund as I did not do this myself? You will be billed for all downloads that have taken place on your cell phone. If you have any questions or concerns about any charges on your wireless bill please contact your wireless carrier - the carriers are very helpful explaining these billing items. 19. Can I receive a proof of purchase or receipt for my download? Sorry, there are no receipts issued for the purchase of mobile content. Your thank you message is what you will receive as a confirmation of your purchase. For any detailed information, please contact your wireless carrier who can provide you detail about all billable items on your bill. 20. How do I receive additional help? If your question is not answered within this FAQ and you require additional information about how to send or receive text messages please visit your wireless carriers’ website in the SMS or Text Messaging section. If you require additional information about a specific download experience please send: Your name; Your mobile number; Your phone make and model (e.g. Nokia 6010, Motorola V220); Your wireless carrier; The content that you were trying to download; The approximate date and time of the download attempt which you are seeking additional information on; and Your specific question We will reply with the information you are seeking to the e-mail address from which you sent in the request within 3 business days on average. Please note that the more information you are able to provide within your request e-mail, the faster we will be able to effectively provide you an answer. |
