Help Center - Customer Support

Memberships

 

How do I download media after I've purchased a Membership?

WATCH VIDEO
STEP 1: Log in to the account that you used to purchase the Membership (Click “LOG IN” at the top of the website).
STEP 2: After you've logged in, notice that your Membership info now appears at the top of the website.
STEP 3: Find a product and start downloading. You can use the Download buttons found on the Product Page or the "QuickView Popup" to download media quickly.
STEP 4: Shop even faster by using the "QuickView" option. By using this option, you can preview media and download it without leaving the current web page.
STEP 5: Share your Membership login information with your staff and ministry leaders. But remember, you are not allowed to share your login information with anyone who is not a member of your church.

 

How do I cancel my Membership?

At the top of the website, click "LOG IN", then click "MY ACCOUNT" at the top of the website. On the "MY ACCOUNT" page, you will see a large red Cancel button, which you can click to cancel your Membership.

 

Why can't I find a red "CANCEL" button on the "MY ACCOUNT" page?

If you have not already cancelled your Membership, then this means that your Membership is not set up on auto-renewal, so there is nothing to cancel. The auto-renewal is usually removed automatically when there is a problem with your credit card (either an expired card or a declined transaction ). When your membership reaches 0-days remaining, then your membership will expire. At that time, please consider purchasing a new Membership with an updated credit card. If you have questions about your Membership, please send us a message using the CONTACT US form.

 

How do I update the Credit Card for my Membership?

At the top of the website, click "LOG IN", then click "MY ACCOUNT" at the top of the website. On the "MY ACCOUNT" page, click the link "Update Your Credit Card". Then, click the "HIDE/EDIT" button and update your card information.

 

How do I print a receipt for my Membership renewal charge?

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 print that page as your invoice/receipt.

 

Can I have a receipt automatically emailed to me for every Membership renewal charge?

Sure! 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 “Email Me A Receipt for Membership Renewal Payments” . Then click the checkbox and hit “UPDATE”.

 

DOWNLOADS

 

My download is a ZIP file. How do I open it?

ON A PC (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. Attempting to play media without extracting it will usually give you an error in your worship presentation software.

ON A MAC (APPLE): If you're using a newer version of the Mac OS, then the file should extract automatically. If not, then just double-click on the zip file and it will extract.

 

My download didn't complete. Can I download my media again?

NORMAL PURCHASE: 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.

MEMBERSHIP: If your download fails, then please send us a message using the CONTACT US form, so that we can restore any credits that you lost.
* PLEASE NOTE: Downloads made with a Membership are NOT saved in the “MY ACCOUNT” area.

 

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). After you have saved it to your hard drive, then you can find the media in your “DOWNLOADS” folder, unless you specified a different location.

 

PURCHASING / PLACING ORDERS

 

What payment methods do you accept?

We accept the following major credit cards: Visa, MasterCard, Discover, and American Express.

 

Can I purchase your media on DVD or CD?

Currently, our media is only available by download.

 

Can I order by phone?

Since all of our media is downloaded through our website, we only offer 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.
* PLEASE NOTE: Wait 5-minutes before trying to re-process the same order, so that it is not declined as a “DUPLICATE TRANSACTION”. 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 the 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, you can play our mini-movies and motion loops in PowerPoint. However, versions prior to 2010 do not allow text to appear as an overlay on video. If you would like to add text across the top of video in a newer version of PowerPoint, then you can see how in this ARTICLE BY MICROSOFT.

 

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 send us a message using the CONTACT US form. We will replace your order with the correct item ASAP.

 

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.

* 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.