Membership Info

- How do I login and/or check my account details?

Login to the members section by entering your user name and password on the upper right hand corner of any page. Alternatively, click on any members link from any page and you will be asked for your user name and password.

- Can I/how do I cancel my subscription?

You can cancel your subscription at any time by logging into your account at the member's account page. Once logged in go to My Membership Info and select Your Payment History and then select Cancel. If you are unable to do so, e mail us by clicking here.

For PayPal subscriptions, you will be forwarded to PayPal where you will be asked to login to your PayPal account and cancel from there.

- I don't want to pay by credit card or Paypal, can I send a check?

Yes, we accept checks, money orders and cash for monthly and yearly subscriptions. You can mail your payment to the following address:

- Refunds

We can offer refunds for subscriptions that have recently renewed, but not for subscriptions that are some way into their cycle.

-I try to login but instead get a blank page or 'Invalid Token' response.  Help!

This is an issue involving your browser's cache and cookies.  To resolve this it, empty your browser cache and try again.  Click here to see instructions for the most commonly used browsers. Then, use the keyboard combination of Ctrl + F5 (Linux and Windows) or Shift and click the reload button (Mac) to force a reload that bypasses your browser's cache. http://en.wikipedia.org/wiki/Bypass_your_cache has specific information for each browser.  Also, clear out any cookies from prisonplanet.tv.

- I click on a members link, but I am not prompted to enter my user name and password/nothing happens. Help!

This could be a user authentication problem. In Internet Explorer go to Tools-Internet Options-Security. Select Internet and then Custom Level. Scroll all the way down to User Authentication and select either:

1. Automatic logon only in Intranet zone

or

2. Prompt for user name and password

Other browsers should have a similar set of options.

- I click on the members link, enter my user name and password but the same page just refreshes. Help!

This can happen for one of two reasons.

a) Your account has been suspended by the system for password sharing or a conflict with a download manager which the system has mistook for password sharing.

If this is the case please e mail us by clicking here (select the Prisonplanet.tv option) and we can re-instate your account.

b) You don't have cookies enabled in your browser.

To fix this go to tools > internet options > privacy and set your privacy level to medium.

- I have forgotten my password. Help!

Just click on the forgot your user password link and have your password E mailed to you. If you don't receive an E mail within 5 minutes, just e mail us by clicking here and we will provide you with your details, all we need to know is the surname used for the account.

Viewing and Downloading Media

- How do I view the video?

To view the video and audio you will need a Flash Player which can be freely downloaded here. For watching downloaded videos, VLC is our recommended choice since it works on Linux, Mac, and Windows and is free software, freely available at http://videolan.org. Alternatively, you can watch videos using the Windows Media Player, freely available here or the Quick Time Player, freely available here.

-How do I download the videos and other media?

We have made videos on how to download the videos, both in Firefox and IE.  http://prisonplanet.tv/SaveWMVPrisonPlanetTV.avi http://prisonplanet.tv/SaveWMVPrisonPlanetTV-2.avi http://prisonplanet.tv/IE-SaveWMVPrisonPlanetTV.avi  http://prisonplanet.tv/IE-SaveWMVPrisonPlanetTV-2.avi

- Downloads do not work in my Download Manager program.

In order to protect paying members from the abuse of some members sharing their passwords or posting them on the Internet we have taking measures to prevent this problem. Unfortunately the use of download managers is prevented by our password sharing prevention system.

- Downloads cut off when I am downloading a media file to my hard drive.

We have found that in the vast majority of these cases, members also have the video streaming in the background as they are also downloading the file. This causes the error. Please make sure you have pressed the stop button on the embedded media player before you begin to download a file to your hard drive.

- Where are the DivX versions of the files?

The AVI files for all the films use DivX as the video codec.

 - The audio or video file keeps stopping in the middle of the track, what's the problem?

This is probably due to your bad dial-up connection, we suggest you download the files by right clicking on the links provided and saving the target file. This means you will be able to watch or listen to the files with no stops or pauses.

If it isn't an issue with your connection speed, it could be a server issue at our end. Subscribers may experience slowness at peak times (mornings US time). We do our up most to provide the best facilities possible and we continually have to upgrade our servers to cope with bandwidth demands that are often compounded by password sharing. We are only a small team and ask your patience as we continue to expand Prisonplanet.tv and improve its functioning.

- I don't want to watch/listen to the files in my browser window, can't I play them directly in VLC/Real Player/Windows Media Player?

Yes, just copy and paste the link provided into your VLC/Real/Media player. Make sure you have pressed stop on the embedded media player before you do this.

Any other problems, e mail us by clicking here. For technical enquiries which are NOT related to refund/cancellation/account inquiries, open a ticket by clicking here. Remember to include a clear description of your problem.

- Why do the Windows and Quicktime videos no longer stream in web pages?

Recent Windows XP security updates make it hard for us to continue to provide the embedded players that work on multiple platforms and rival media players; so we are recommending that members download the videos to their machines.

- Quicktime videos don't play, all I get is a question mark superimposed over the video.

This happens from time to time when the QuickTime video-playing software for Windows gets registered to take over handling some of the file formats used by Adobe's ever-more-popular Macromedia Flash file formats to display animations and movies.

To review the settings, click on Start and Control Panel and then look for the big, blue Q icon for QuickTime. Open the QuickTime control panel and open the tab for File Types. There under the subheading Miscellaneous you will find a check box for using QT to play Flash files. Make sure it is unchecked, and the clips will open in Macromedia instead of greeting you with a blue Q with a question mark.