The following information will hopefully answer the majority of questions you may have regarding the operation of this website, however, if your query is not covered below, please contact our Technical Support team with as much detail as possible relating to the issue and we will do our utmost to answer you quickly and concisely.

1. Joining, Billing & Cancelling

1. I can't join online with my credit card.

   Check you have filled out your details correctly or try using a different card if possible. We are not involved with any aspect of the credit card transaction process, therefore you will need to contact our online designated E-ticket Supplier and Access Management Provider CCBill.

   Alternatively you can try our secondary Credit Card sales agent Paycom / Epoch, or try our alternative payment options - see question 1.2 below.

   If none of these options resolve your query please contact our Technical Support team.

2. Can I join without using a credit card?

   Yes, you can pay us directly by Post, but this can take some time - email us for details. (If you are looking for a totally discreet way to have access to our site - open a free Hotmail email account for us to send you these postal details, then later your membership details.)

3. I've lost my Username/Password or I want to review my subscription/membership.
   • For CCBill memberships: please visit the CCBill Support site
   • For Paycom EU / Epoch memberships: please visit the Paycom EU / Epoch support site
   • For all other membership Support, please contact us

   If none of these options resolve your query please contact our Technical Support team.

4. I want to cancel my recurring membership.

   We PROMISE a swift and easy cancellation process. Please chose a link below, depending on your Access Management Provider:

   • CCBill Customers click here and follow the simple instructions
   • Epoch/Paycom Customers click here and follow the simple instructions

   If you are experiencing problems cancelling your membership, please contact our Technical Support team with as much detail as possible relating to your original transaction and we will ensure your membership is cancelled without delay.

5. I have contacted your Technical Support a number of times but am getting no reply to my emails?

   Technical support & membership related questions will always be replied to. We pride ourselves on our polite, speedy and helpful support service. Many times when we reply to members our messages are bounced back to us because of Spam filters or blocked email addresses. If you are continually receiving no response from us please make sure our mails can get through to you. Remember to add TechnicalSupport@TheEnglishMansion.com to your spam filter's whitelist! Why not open a free and totally private Hotmail account to contact us through?

6. Will I receive emails from the English Mansion?

   The English Mansion promises our members complete discretion and we will not contact any of our members under any circumstances unless replying to an enquiry made by them.

7. I have just joined the site and can't get into the members area?

   To enter the members area you must type your username and password into a box that will appear when you click on the members button on the navigation bar.

   The number 1 issue with failed logins is simply not entering the username and password exactly as they are sent to you. Remember that both username and password are case-sensitive! That "username" is not the same as "UserName" and that you must use include all special characters listed (including, for example, "/"s at the end - or anywhere else). We recommend you copy and paste your details from the signup confirmation email into the relevant login form, and tick the "save my password" box.

   If you are continually being asked for your password in the members area please see question 5.9 below.

2. Material Theft

1. Password Sharing

   This site operates software that identifies multiple users / sharing of passwords. Any deliberate offenders will find their accounts terminated.

2. All contents Copyright © The English Mansion Ltd 2007. All rights reserved.

   Our members are welcome to view and download the images and movies on this site for their own personal use. The images, movies & other content of this site are copyrighted and as such are: not to be sold, posted, uploaded, redistributed, web shared, reproduced or used for any other purpose commercial or otherwise without permission.

3. File Sharing - Passing on material you have downloaded from this site.

   When you become a member of The English Mansion you have agreed not to give out / share our copyrighted movies with anyone or any websites, any members found doing this will face a life ban from this site and can risk being sued for our loss of earnings. We will also take serious action against websites / messageboards who show our movies (this obviously excludes free advertising trailers and our affiliate sites.) More importantly however, this kind of theft will stop the growth of the site possibly leading to: less regular uploads; less material available on the site each month; an end to complete movie downloads; and the implementation of DRM - Digital Rights Managment ie. members can only watch movies with a licence while they remain members of the site. So please support us, our hard work and don't let this happen - this is your site, report stolen movies to us ASAP.

4. Material Theft

   If you post / upload / download / web share material downloaded from this site, you are stealing, you are violating our copyright and breaking the law. It is an offence whether you profit from it or not. Courts around the world including the United States Supreme Court have ruled that businesses and individuals can be prosecuted for this kind of illegal use of copyrighted material. In the UK it is a criminal and civil matter under the Copyright, Designs and Patents Act 1988. You are not anonymous when you illegally upload / download / post / share copyrighted material. Offenders can be traced and actions against individuals have previously been taken. Many leading websites and message boards work together to share information on persistent offenders and then band together to bring civil cases against these individuals. Under copyright law you can be held liable and sued for the earnings lost by the websites. In more serious cases criminal charges can be brought.

5. Help Us Stop Material Theft

   If you find The English Mansion movies appearing anywhere on the web, other than here, please contact us with the details. You have paid for these movies please do not allow others to steal them.

3. The English Mansion Forum

1. The English Mansion Forum is open to both our members and the general public.

   To join up simply choose a username and password and follow the simple instructions within the Forum. (For security reasons we urge all our members when they join the Forum, not to use their username from The Mansion.) You are asked to give your email on sign up, however, we will not use this to contact you in anyway and this information is kept in the strictest confidence.

4. Privacy Statement

1. What name will appear on my credit card?

   To protect your privacy, any charges will discreetly appear as CCBill or Epoch on your credit card statement.

2. Will you do anything with the information you hold on me?

   We are committed to protecting your privacy online. We do not share the information that you have provided to us with third parties. In addition, we do not store any billing information. For further information please read CCBill's Privacy Policy or see our Privacy Policy statement on the homepage.

3. Will I receive emails from the English Mansion?

   The English Mansion promises our members complete discretion and we will not contact any of our members under any circumstances unless replying to an enquiry made by them.

5. Technical Problems

1. The films will not play on my computer?

   All our movies are encoded in Windows Media Video (WMV). You need a media player that supports this format. On PCs, we recommend Windows Media Player, which is generally complimentary with the Windows operating system. Make sure you have the latest version installed, which can be downloaded for free here.

   If you are viewing the site from a Mac, we recommend the Flip4Mac WMV plugin for Quicktime, which is available freely here.

   To ensure that your system is capable of playing our movies we recommend you download one of our trailers before joining the site. We also recommend that you make sure you have a correct and most up-to-date version of a player installed on your system.

2. What speed should I watch the films at? There are two choices.

   This depends on your connection to the internet – 56kb (standard dial-up modem), 128kb (ISDN line), 256kb (‘half-speed’ broadband), 512kb (standard broadband), 1024kb (1Mb broadband) or higher. We offer two different download speeds: Hi and Low - (broken into parts) to suit the whole range of internet connection speeds.

   Hi is suitable for Broadband connections - 512kb, 1024kb and higher - you will be able to very quickly watch and/or download large, high quality versions of our films.

   Low is designed for 56kb modem download (but can be viewed on any connection speed), however, please be aware that you will have to download clips in sections and will be watching the film as a relatively low quality version – we do not recommend that you try to download the Hi Speeds as your connection will probably cut off before the download is finished. Your access to the Voice Wav files, Photographs and other pages on the site however, will be the same as everyone else, but a little slower. (Perhaps it is time to upgrade your connection to the internet!)

3. How do I save my favourite movie clip(s)?

   You need to right click (Mac users: hold CTRL then click) on the movie download of your choice, a drop down box will appear, click Save Target as... (or Save Link as..., or similar) and save the file to a folder on your hard drive and wait for it to download. You will then be able to keep the movie and view it when you are offline.

4. Can I join the movie clips together?

   Yes - the easiest way to join clips together for playback is to open a new folder on your computer, put all the files you want to play in it, then right click over the folder and select 'Play with Media Player' from the drop down list (once you've created the new folder you may need to come out of your explorer and go back in before the drop down box with the media player option appears).

   Alternatively, you can buy or download free trial software that enables you to join your movie parts/clips together. In some cases this can degrade the quality of the movie. Try www.movietoolbox.com. Please note that we do not take any responsibility for third-party software.

5. Why does my film appear jerky?

   When you click on a movie it starts to download to your computer. It will begin to play before the whole file has downloaded but may appear jerky during this buffering process. Once the complete file is downloaded (after the movie has played through once) you can click ‘play’ again and it should play perfectly.

6. My movie is very small?

   You can make the movie larger using the 'zoom' option on the 'view' menu in Windows Media Player. Please be aware that this may reduce the quality of the picture.

7. I fast forwarded/rewound my film and now the picture is stuck?

   This is a problem with certain older versions of Windows Media Player. It is usually resolved by clicking on the movie screen, as this seems to 'unfreeze' the picture. We recommend you upgrade to the latest version.

8. I can't get into the members area?

   To enter the members area you must type your username and password into a box that will appear when you click on the members button on the navigation bar. The number 1 issue with failed logins is simply not entering the username and password exactly as they are sent to you. Remember that both username and password are case-sensitive! That "username" is not the same as "Username" & that you must use include all special characters listed (including, for example, "/"s at the end - or anywhere else). We recommend you copy and paste your details from the signup confirmation email into the relevant login form, and tick the "save my password" box.

9. I seem to be locked out of the members area?

   Occasionally, legitimate Mansion account holders' login details are suspended. This is done automatically by our password protection software because the same details have been found to be used by many different people.

   If you know this login to be the one you paid for, please contact us with your subscription number, and your account will be restored and you will be sent a new password. We sincerely apologise for this inconvenience, but this is a necessary step to protect the content you have legitimately paid for.

10. How do I view photographs in a ZIP file?

    A zip file is a compressed archive containing one or more files. Windows XP, Vista and Mac OS X users can view ZIP files just as if they were a folder on their computer, other users may need an utility that can read and extract ZIP files.

    If you want to download all photographs from a gallery as a ZIP file, click on the relevant link and save the resulting ZIP file to a location on your computer. If you're an XP, Vista, or Mac OS X user you can now navigate to that location and open the ZIP file just as if it were a regular folder, and either view the photos within or extract the whole contents to another location of your choice.

    If your operation system can't read ZIP files natively, please try one of the following utilities. Windows users can try WinZIP, WinRAR or 7-Zip, among others. Mac users might want to try ZipIt, and Linux users can use the zip command line.

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