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Help Center - Customer Support



Help Center - Customer Support



DOWNLOADS

Why is my download a .ZIP file and how do I open it?

ON A PC: Your media files have been compressed into a ZIP file so that you can download them faster. To properly extract a ZIP file in WIndows, just right-click on the ZIP file and hit "Extract All". Make sure that you are not Double-Clicking (left-clicking) the ZIP file, as this will open the ZIP file without extracting it (in Vista and Windows 7). Attempting to play media without extracting it will usually give you an error in your worship presentation software.

ON A MAC: If you're using a newer version of the Mac OS, then the file should extract automatically if you're downloading with Safari. If you have an older operating system, then this may not work. If that is the case, then you can open it with the free version of Stuffit Expander.

My download didn't complete. Can I download my media again?
Absolutely! You can access your downloads anytime (and they don’t expire). Just click “LOG IN” at the top of this page. After you have logged in, then click “MY ACCOUNT” at the top of the page. Then click “VIEW” next to your order and you will be taken to your downloads.

When I click the "Download" button my browser doesn't give me the option to "SAVE".
Just right-click on the “Download” button and select “Save As Target” from the menu that appears. This should begin your download.

I think my video downloaded, but I can't find it on my computer. What happened?
This problem usually occurs when you press “OPEN” instead of “SAVE” (after pressing the download button).

Can I download my media again without being charged?
Yes! You can access your downloads anytime (and they don’t expire). HOWEVER, your downloads are for you ONLY. We ask that you not share them with anyone else and not share access to your account with anyone else. (Click here to read our License Agreement.)

To access your downloads, just click “LOG IN” at the top of this page. After you have logged in, then click “MY ACCOUNT” at the top of the page. Then click “VIEW” next to your order and you will be taken to your downloads.


PURCHASING / PLACING ORDERS

What payment methods do you accept?
We accept the following major credit cards: Visa, MasterCard, and Discover.

Can I purchase your media on DVD or CD?
Currently, our media is only available by download. However, the MPEG-1 files downloaded from our site can be burnt onto a regular CD and will play in most DVD players. (*Check your DVD instruction manual for compatibility with MPEG-1 files.)

Can I order by phone?
Since all of our media is downloaded through our website, we prefer online orders.

Why was my credit card declined?
Make sure that you entered your card number correctly (without dashes), make sure that your card has not expired, make sure that the name and billing address on your account matches your card (where the statement is mailed), and make sure you entered the correct security code from the back of your card. If your card does not work after double-checking these items, then you will need to contact your credit card company directly to see what the problem is.

My shopping cart is empty after I have added items to it. What's wrong?
Check to make sure that your web browser is not set to block “cookies”. Our website uses “cookies” to remember which items that you want to purchase. If you’re using Internet Explorer, then go to “TOOLS”, then “INTERNET OPTIONS”, then “SECURITY” and adjust your settings to allow cookies from our website. For Mac users, go to “PREFERENCES”, then “SECURITY” and adjust your settings.


FORMAT AND PRESENTATION

What is the resolution and format of the videos?
Our downloadable videos are very high in quality and resolution. All of our newer videos are available in HD 720p (at no extra charge) and all other videos are available at 720x480 or 640x480. You have the option to download them as an MP4, MPEG-1, or as a WMV file. There is no extra charge for downloading them in multiple file formats. We create these files with the best codecs available in the video industry (to ensure high quality and small file size for fast download).

Are the videos compatible with my presentation software?
YES! We offer the three most compatible files available (MP4, MPEG-1, and WMV) to ensure that our videos will work with your software.

The MP4 is the highest quality format with the smallest file size. It works with Windows and Mac. However, you must have Quicktime 7 (or an mp4 codec) installed on your computer. Many presentation programs support this format, but not all, since it is the newest format.

The MPEG-1 format is compatible with Windows and Mac (and with every presentation program on the market). However, it is a lower-quality video file than the MP4 and has a larger file size.

And the WMV format is a Windows based file and works well with many Windows based presentation programs.

What is the resolution and format of the PowerPoint (still) backgrounds?
Our PowerPoint backgrounds are all in JPG format with a resolution of at least 800x600 (some are higher).

Can I play your videos with PowerPoint?
Yes, however, PowerPoint cannot overlay text (put text on top of a video) like most other presentation software can. To present a video with PowerPoint, simply open a presentation and from the “INSERT” menu select “MOVIES AND SOUNDS”. Then select “MOVIE FROM A FILE”.

Can I play your videos with a DVD player?
YES! The MPEG-1 files downloaded from our site can be burnt onto a regular CD and will play in most DVD players. (*Check your DVD instruction manual for compatibility with MPEG-1 files.)

If your DVD player will not play MPEG-1 files, then you will need to burn the files to a DVD with a DVD burner and DVD Authoring Software. (If you do not already own a DVD Authoring Program, then you may want to go to Downloads.com where you can find free and trial versions of the most popular DVD Authoring Programs.)


EXCHANGES AND REFUNDS

Can the video I ordered be replaced?
If you ordered the wrong video or file format, are having trouble downloading, or have received a defective file, please contact us at Customer Support with our convenient CONTACT US FORM or call us toll free at: 1-866-211-5575. We will replace your order with the correct item as soon as possible.

How do I get a refund?
We are here to serve you! And we are committed to customer satisfaction. If for any reason you are unsatisfied with your media download, we will be glad to replace the file at no additional cost. In cases where you no longer need the replacement file or there is not a suitable substitution video, then we will be glad to give you a full refund. Simply contact us at Customer Support with our convenient CONTACT US FORM or call us toll free at: 1-866-211-5575.

* NOTE: Refund request must be submitted within 120 days of the date of the original transaction. Refunds are not given for transactions older than 120 days.


CONTACT CUSTOMER SUPPORT

How do I reach Customer Support?
There are three simple and convenient ways to contact our Customer Support. We are here to serve you!

1. You can use our convenient CONTACT US form.

2. Or you can e-mail Customer Support at: support@hyperpixelsmedia.com. Be sure to include your contact information, order number, and any other reference information.

3. Or, you can call Customer Support toll-free at 1-866-211-5575.