Help

Contents:

Contact support

Contents:

1. FAQ

1.1. I did not get my verification e-mail.

Here are the possible reasons why you would not receive your verification e-mail:
  1. You entered your e-mail incorrectly so we sent the e-mail to the wrong place.
  2. It may take a few minutes for the e-mail to arrive.
  3. It may be in your bulk/spam folder.
  4. Your ISP (mail service) did not accept the email, thinking it was spam. Solution: Just sign up for a new account using a new username, and perhaps a different e-mail address. If you are still having problems receiving our e-mail, we recommend using a free e-mail address from http://www.gmail.com.

1.2. I am missing credits from my account.

All credits transactions are accounted for in your My Account page. The link to the My Account page is located in your Personal Menu in the top-right corner of the website. If you believe that your credits were charged in error, please contact us with as many specific details as possible and we will help you.

1.3. I did not receive my credits that I just purchased.

  • Please refresh the website. (Click reload or refresh on your browser).
  • You can also try logging out and logging back in again.
  • If you purchased using a credit card, your credits should be added to your account instantly. If you are sure that the purchase was completed successfully and you still do not have credits after 10 minutes, please contact us.
  • If you purchased using an electronic check or direct debit, please remember that your credits will not be awarded for at least 7-14 days as it takes that long for the funds to clear. Our system will credit you credits automatically as soon as possible so there is no need to contact us about it unless it has been over 21 days since your purchase date.

1.4. I cannot login to my account.

Please clear your cookies, then close all of your web browser windows, and then go to http://www.FilmSoul.com again and try to login. Get more details on how to do this on our Technical Help page.

Make sure to enter your username and password carefully, with proper spelling and capitalization. If you have forgotten your password or username, please use our Forgot Password tool and it will be e-mailed to you.

If all else fails, please contact us and make sure to include the username and e-mail address for the account you are trying to log in to.

1.5. I am having technical difficulties.

Please read our Technical Help section.

If you have read it and you still have problems, please contact us with as much information as possible detailing your problem.

1. The "we already know" list.

A brief list of issues that we are already working to fix (so don't e-mail us about them):
  • Nothing at the moment

2. Contact form

Please use the link below and enter your e-mail address, and what you want to tell us and then click the Send button.

Contact form link

You may also e-mail us at: support@FilmSoul.com (but it is much better to use the contact form)

3. Will I receive a reply?

We guarantee you that we will read your e-mail. However, we will only reply when:
  • We are answering a specific question that is not already answered in this wiki
  • We are requesting more information. For example, if you are reporting a problem, it is likely that hundreds of other members have reported the same problem, so we will try to fix it as soon as possible and it may not be possible to reply to everyone. But we do appreciate all of your comments and questions and we know that collaborating with our valued members is how we create a better website. Thank you!

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