Troubleshooting

I can't download
Make sure that you are connected to the internet and that you can access www.lovefilm.com. Go to the manage downloads area of the rental queue and click on download next to the title you require. Make sure to select ‘save as’ when prompted, and save the file to your desktop (or to any other location on your hard drive that you can find again easily).

I've downloaded but it won.t play
The minimum system requirements are:

• Microsoft Windows XP (with Service pack 2), Windows 2000 or Windows 2003 server with Windows Media Player 9 or 10. (Note that Windows Media Player 9 may require a short security update to be downloaded and installed prior to use).
• Broadband internet connection recommended.
• Sufficient space on your hard drive.
• Sound card / speakers.
• If you want to try a sample download first, go to Download sample film.

You can download the latest version of Windows Media Player and download Microsoft Windows Service Pack 2 from the Microsoft website. When you start to play the file, it may ask you to upgrade your player licensing, as our movies 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, contact someone who has administrator rights for your PC.
 

When I try to play the movie, it says it is not a Windows media file
Delete the file and try to re-download it. The contents of the file have probably been damaged during the downloading process.

I can't play my downloaded title any more
It has probably expired. You can view the expiry date and time of your download by going to the manage downloads area in the rental queue.

It won't accept my username and password
Make sure you can log in to www.lovefilm.com with this username and password. If you are still having problems, we can send you a reminder. Please check that you have typed your username and password correctly, bearing in mind that it is case sensitive, so ‘Alan’ is not the same as ‘alan’, for example.

I started to play it but the file was incomplete
Delete the file and try to re-download it. It may be that the download was cancelled before it had chance to complete. If you still cannot download it, please contact Customer Services.

I got a ‘woops’ error
Our server had a problem talking to your system, please retry the action.

I'm getting a message that films are not available for my country but I.m in the UK
This can be due to the combination of browser and broadband connection. It could be that you are using the AOL browser with a non-AOL broadband connection. This can cause problems with identifying your geographic location. If you access the service using the AOL browser on AOL broadband, or if you use Internet Explorer on a non-AOL broadband connection, there will be no problems.

I can't find the film that I downloaded
Try a Windows search for windows media files. Usually the files are stored in ‘My Documents’ or on your desktop.

I try to download it and get a Windows security error pop up.
When this happens, click OK in the pop up and then left click on the yellow bar that appears across the top of the page. Select ‘download file’.