Frequently asked questions

1. Register or login:
   • All you need to do is register or sign in to our website to start downloading titles.
     You will also need to use the LOVEFiLM Download Manager to receive downloaded films from the website. Please make sure this is installed and running before you purchase a title.
     If you don't have the LOVEFiLM Download Manager, please install it before you start.
2. Choose:
   • You can browse our extensive range of over 2,000 full length films, TV episodes, documentaries and sports titles.
     We also offer a range of free downloads, viral videos, free short films and shorts from 79p. Our downloads site also features titles recommended by other members, film collections and special offers.
     If you want to test your system with a free download before you buy a full length film, please install the LOVEFiLM Download Manager here.
     Once this is running, you can download our sample film to check your system works correctly.
     When you wish to purchase a title from the site, choose the type of download and desired quality; you can then confirm your purchase, the price and the license conditions.
3. Download:
   • Once you have confirmed the purchase of your film, the LOVEFiLM Download Manager will automatically start receiving your title.
4. Watch:
   • Play it straight away! Our titles allow you to play the films as many times as you like, for as long as the license is granted to you.

1. Minimum system requirements:
   • Microsoft Windows XP (with Service pack 2), Windows 2000 (with Service pack 4) or higher.
     
     Currently we do not support Windows Vista but are working towards full compatibility in the near future.
     Please note that previous versions of Microsoft Windows and Windows Media Center Edition are not currently supported.
   • Windows Media Player 10 or higher. You can download the latest version here.
   • The LOVEFiLM Download Manager which you can install here
   • We recommend a broadband Internet connection
   • Sufficient space on your hard drive to store your films
   • Sound card and speakers or headphones
2. Portable devices:
   • In order to successfully play your download on a portable device please make sure that your device is Windows 'plays4sure' compatible. You can check which devices are supported by visiting the plays4sure website.
3. Support for the Apple Mac platform:
   • This is an industry-wide issue caused because the accepted Digital Rights Management (DRM) system used to protect online video content, which is required by our content owners, is not compatible with Apple Mac hardware and software.
   • The closed DRM system used by Apple is not currently available to licence by third parties and there is no other Mac-compatible DRM solution which meets the protection requirements of content owners. Unfortunately, we are therefore unable to offer content to Mac users at this stage.

This normally occurs because your computer is not running Windows XP Service Pack 2 or you do not have the Microsoft .NET framework update installed.
Please visit the following link where you can download the software. Once this installed, you should not receive this error any more.
www.microsoft.com

Currently we offer 3 download options:

Download to Rent
Download to Own

The options available vary across titles. please check the title page for the film you want to download which displays all the available options and prices.

1. Download to rent:
   • Prices start from 79p for a short film and full length features start from £1.99
   • Usually you have two quality options - High quality and Super high quality
   • You can download a film and keep it on your hard drive for a period of time before you start playing it (usually 7 days).
   • Once you start the playback you can watch your film as many times as you like within a time period (usually 24-48 hours).
   • You can find information on the license conditions by visiting the title details page for the film or by visiting the manage downloads section of the site. The license information will tell you how long you can keep or play back a downloaded film before it expires.
2. Download and keep forever:
   • Prices start from £2.49 for a short film and full length features start at £5.99
   • For this, as well as being able to download the film direct to your computer, you will also be able to download a copy of the film to transfer onto a portable video player
   • In most cases, we'll also post you a copy of the DVD disc for you to keep (the main film only - no bonus disc).
   • Some titles are for download only and do not come with a copy of the DVD. Please check the title details of the film where the contents of the package are listed.
   • The license allows you to transfer your portable version file to one portable device
   • You can play your film as many times as you like and there is no time limit
   • If your chosen title offers a copy of the DVD, you will receive it within 10 days of the date of purchase

• The LOVEFiLM Download Manager is a hassle-free way to ensure your titles download smoothly. It recovers from any connection problems you may have and ensures your titles are downloaded quickly, smoothly and without interruptions.
• This application allows you to view and monitor all of your current and past downloads, as well as pause, restart and cancel download activity.
• You will not be able to download titles without this application so make sure you have installed it to your computer before you start. You can install the LOVEFiLM Download Manager here.
• The Download Manager has built-in burning feature for your 'Download and burn' downloads
• The Download Manager gives you information about titles, the progress of your downloads and their status

We take the original high quality studio materials and convert these using state-of-the-art equipment for high quality viewing on your PC or portable video device. We offer 4 quality levels depending on the chosen type and quality of download

• High Quality: This is equivalent to VHS Video quality.
  Technical specs are: VHS equivalent resolution, a bitrate of 750-800Kbps with 96Kbps audio. The average size of a full length movie download is 500 MB.
• Super High Quality: This is equivalent to DVD quality.
  Technical specs are: DVD equivalent resolution, a bitrate of 1500Kbps with 96Kbps audio. The average size of a full length movie download is 1100 Mb (1.1 GB)
• Portable Player version: This is equivalent to VHS video quality.
  Technical specs are: VHS equivalent resolution, a bitrate of 766-769Kbps with 96Kbps audio. The average size of a full length movie download is 450 MB

Unless you specified a different folder all your downloaded files are stored in your documents folder. There is a folder created there called My LOVEFiLM Downloads.

• Make sure that you meet the minimum system requirements
• Make sure that you are connected to the internet and that you can access www.lovefilm.com
• Make sure that the LOVEFiLM Download Manager is installed and running. You can install it here.
• If you have recently reset or changed your username or password on the LOVEFiLM service, you will need to change the settings in your LOVEFiLM Download Manager.

• Please ensure you meet the minimum system requirements
• Please make sure that the download has completed by opening the LOVEFiLM Download Manager and checking the status of the title.
• When you start to play the file, it may ask you to upgrade your player security, as our films require the latest technology from Microsoft. If you do not have sufficient privileges for the PC you are working on, you may have difficulties in updating the software. In this case, please contact someone who has administrator rights for your PC.
• If you were able to play the film but now can't do so, it has probably expired. You can view the expiry date and playback windows of your download by going to the manage downloads page..

To transfer the downloaded film files to a compatible portable device:

• First download the 'portable version' from the website.
• Next switch on your portable device and connect it to your computer as shown in the device's manual. This normally involves a cable connected to the USB port on your computer.
• Once you've done this open the file in Windows Media Player and start playing the title.
• Then, once the file is playing, right click on the 'now playing' list and select 'Add to sync list' from the menu.
• Next click on the 'sync' tab at the top of the screen, or select 'File .> CDs and Devices -> Synchronize.' to move to the synchronization screen.
• Your downloaded film should be shown in the 'Sync list' . if it isn't try step 4 again.
• Now ensure your device is switched on and connected, click 'Start sync' and the file should start to synchronize. If it works you should see a 'progress bar' under the 'status' heading.
• Depending on your device, the length of the film, and the speed of your computer the synchronization process can take up to fifteen minutes

Note that some players will come with their own software, while the above steps describe synchronization using Windows Media Player. If you would prefer to use the software that comes with your player please refer to its own instruction manual for directions.

Yes . if you used to have a DVD rental subscription but have cancelled this, you can still sign in to the site and purchase downloadable films. Please ensure that your credit card details are up to date by visiting the My account section of the site.

If you have never had an account with us, simply find the title you want to download, select the option to purchase and we'll guide you through a simple registration process. If you want, you can provide card details securely each time you purchase a film to download. If you wish though, we can keep these details on our secure servers for any future purchases.

Please follow these instructions to resolve this problem:

• Make sure you are signed in to your LOVEFiLM Download Manager.
• Once you have done this, right click the small Download Manager icon down the bottom right hand side of your screen (on the taskbar)
• Choose the item 'options'
• Uncheck the box (if it is ticked) that says 'Automatically log me in'
• Next click the 'Browse' button on the right hand side.
• Choose where you want to store your downloaded films (this is normally in your documents folder under 'My LOVEFiLM downloads' but you can choose anywhere on your PC to keep them).
• Once you've chosen the location, click on 'OK', and then click on 'Save' at the bottom of the box.
• Right click the small Download Manager icon down the bottom right hand side of your screen (on the taskbar) and choose 'Sign out'.
• Right click the small Download Manager icon down the bottom right hand side of your screen (on the taskbar) and choose 'Sign in'.
• When the login box appears, please delete the contents of the box marked 'Password'
• Make sure you enter the password you use to log-in to the website, especially if you have changed your password recently.

Your downloads should start at this point. Should it be that they still do not for some reason then please contact our Customer Services.

This error may occur if a Windows Media Player security update is missing. You can download the security update for Windows Media Player from Microsoft.com

Please note that if the 'Upgrade' button is greyed out then the security update has already been applied to your Windows Media Player.

Once you have upgraded your security, please right click the title in your download manager and choose 'Relicense'. If this fails to work then please contact Customer Services.

Please sign out and sign back into your download manager using the icon in your task bar (at the bottom right hand of your windows desktop).

We have extensive help on downloads, technical questions and the LOVEFiLM Download Manager in our Help Centre. If you wish to contact customer services, please ring our dedicated download helpline on 0844 482 0167 or send us a message by email.