FAQ and Support

Questions about Instant Delivery

• Instant Delivery allows you to download Full Length High Quality videos without having to wait for standard mail delivery of CDs. Unlike some competitors, we do not downsample or use streaming technology which degrades the quality of your download. JapanVCD's Instant Delivery Videos in AVI format contain a higher quality experience than even standard VCD, boasting a higher resolution and bitrate.

  * No refunds are given for Instant Delivery points on individual downloads so please read carefully.

  * Please note if you are unable to download or have consistant problems downloading and your system and internet meets the minimum requirements. We can confirm your activity through transaction logs, Please contact us first before initiating a refund on your own. We will either assist or refund your money after verifying the problems in our transaction logs. They are very detailed, so this process takes a little time, please be patient, your satisfaction is our top priority.

• Pentium 4 - Celeron 1Ghz or higher CPU to play Instant Download AVI files.
• High Speed Broadband Internet.(No Dialup) The Average Download is 800Mb and you must be able to download this quickly and without interruption.
  * If you are in asia you may experience slower transfer rates. We have found that many ISPs in Singapore limit their bandwidth via a proxy server to North America.
• You Must only download 1 file at a time. Failure to comply will result in Temporary Account Suspension
• We do not recommend using a download accelerator, you will gain no speed benefits with our type of download system, and it has the potential to cause corruption in the download process.
• Recommended Viewing Software VLC Player - Download VLC - Free Download
• Xvid/Divx Video and Ogg Audio Codecs installed if you want to use windows media player or another directX player. - Download CCC Codec Pack

• Under Normal circumstances these points should be activated immediately, if payment is pending or the payment system failed to return to the site after transaction completed, please Email us, with your username and email address used to make a payment, we will activate them manually (Could take up to 48 hours after receiving the email). You can find the email link, by logging into your account, and clicking the Account Info Item.
  

I have a billing related issue.

• We would be happy to assist you, please contact us first with any billing questions or inquiries. We want to ensure your satisfaction or assist you with any problems you may have. If we are unable to solve your problem we would be happy to a resonable issue credit, or a refund. You can find the email link, by logging into your account, and clicking the Account Info Item.
  

MasterCard Transactions Fail

• Mastercard Transactions are Temporarilty Unavailable. You may use Visa or AMEX. If you have no other method of payment beyond mastercard, you may email us for a manual alternative payment solution. You can find the email link, by logging into your account, and clicking the Account Info Item.
  

Support and Troubleshooting

• Please ensure you have a high speed internet connection 1Mbit or higher in speed, this reduces the chances of a transfer being interuppted.
• Stop all other file transfers and only transfer 1 item at a time to ensure the fastest and most reliable connection
• Make sure you have at least Double the File Space available on your c:\ Drive. When you download files, it copies the file into a temporary folder on C:\ and then moves it to your download location afterwards. This means you must have enough free space on your c:\ to hold the temporary file.
• Disable or do not use a Download Manager software. Firefox has an excellent download engine built in.
• Try using Mozilla Firefox as a web browser it handles file transfers much better than Internet Explorer. Its free at www.mozilla.com
• If you are using wireless on a laptop, try not to move the laptop around, if it goes out of range during the transfer, you will have to start all over again.
• If you are receiving an error: Invalid/Expired - Transaction logged and notified id: XXXXXXXXX IP Address: XX.XX.XX.XX
  • Step 1 - Close all of your browsers
  • Step 2 - Clear your Browser Cache or temporary files
  • Step 3 - Return to the Page where your Video download is and click Refresh
  • Step 4 - Click the link - Your Download should be authorized.
    • If this does not work, please surf to http://whatismyip.com write down the IP address you get and compare it with the IP address in the Invalid/Expired message.. If these 2 ip's are different your ISP or your router may be using some sort of proxy. Please email this information to us by clicking the link in the "Account Status" section
• Please contact us if you are having trouble downloading, we can assist you, or will will refund your points or transactions after confirming the failed transferred via our transaction Logs. Simply send a kind letter with your username and the error message, we will take care of you.

• Video won't play at all.
  
  • Make sure you are playing the videos using VideoLan player version 0.86d or later - This is free!
  • If you would like to use your own media players, download a codec pack. You need codecs for Xvid/Divx/Ogg/H264 - A very good codec pack is available for free. Download Download CCC Codec Pack Once you have the codecs installed, simply use the free included "Media Player Classic" to play your videos.
  • Video is choppy or stuttering
    
    • Your CPU is probably not fast enough to handle the decoding of the video you have downloaded, please see below for the minimum requirements to play our video files

  • Video looks blocky and I get a delay when fast forwarding.
    
    • On older versions of Videolan Player, this would happen on H264 Encoded files. H264 is becoming more common as it provides a higher quality picture. Please download the latest VideoLan player, this should fix your problem. * please note it is possible that some videos may show the delay after jumping through playing the file, however these files will play through no problems from start to finish, or you can just wait a few seconds for the picture to clear up.

  • I do not get audio when I play the file
    
    • Please ensure you have tried the file with the latest version of Videolan VLC player. Make sure the volume is turned up, if you want to confirm the audio problem, try playing another file you have with Videolan player to see if you get sound this way. If you are unable to get sound with another known working file you have, you may need to look at reinstalling your sound card, or it could be a software related problem on your machine.

• Not All titles are available for download at the moment, however we are adding many each month and expect to have the entire collection available later this year. You can use the Request Link on the item page to have the title made available for download faster.

• Account and link sharing are strictly forbidden, every transaction is fully logged and checked, any found abuse will result in immediate termination of the offending account with no possibility of refund.

• For fairness we want every user of the site to have the best and fastest experience, by downloading more than your fair share simultaneously you could degrade the experience for others including yourself. There is also a lower chance of failure for yourself if you only download one at a time. All transactions are logged and We reserve the right to temporarily suspend the account if found violating this policy.

• AVI - High Quality video with stunning Resolution and Picture - encoded in Xvid and Divx Formats. You will require a minimum CPU speed of Pentium 4/Celeron 1Ghz or above to play these files.
• MPG - Standard quality video exactly equivalent to all VCDs sold for delivery purchase on the site - encoded in MPEG format, you will require a minimum CPU speed of 400Mhz to play these files
• WMV - High Quality video with stunning Resolution and Picture - encoded in Windows Media 9 format. You will require a minimum CPU speed of Pentium 4/Celeron 1.6Ghz or above to play these files.

• Instant Delivery Credits will expire 1 year from the purchase.

Questions about purchased VCDs

CD Won't read or recognize at all in the Player

• Please ensure you have the CD in the right side up. Label Side up, in the case of CD-R's, the coloured side goes down (blue, green, gold).
• If you are using a DVD-Rom, some of the first generation DVD-Roms can not read CD-R Media properly, try reading the disc in another regular CD-Rom.