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Help

Check out the list of commonly asked questions below. If you don't find what you are looking for here, try our http://forums.mspot.com! If all else fails, email mSpot customer service at .

Software Requirements to watch on your computer:

  • Adobe Flash Player 10 or above
  • Internet Explorer 7.0 or above, Firefox 2.0 or above, or Safari 3.0 or above
  • JavaScript and Cookies must also be enabled

Internet Connection Requirements to watch on your computer:

In order for your movies to play smoothly, check your downstream bandwidth. When you start playing your movie, choose the appropriate streaming rate to watch your video. To test your downstream bandwidth, go to www.speedtest.net and click on the yellow star or pyramid on the map that is closest to your geographic location.
  • We recommend at least a 1,000 Kbps (1.0 Mbps) downstream bandwidth to use our service.
  • If you have higher bandwidth, mSpot will automatically stream higher quality movies.
  • If you have a downstream bandwidth less than 768 Kbps or your bandwidth occasionally drops, movies may pause while the player buffers some video. To minimize pausing at inopportune moments, you can manually pause the movie to allow the buffer to fill.

General Questions


Movies on my PC


Mobile Movies on my Phone


Movie Club


Payment



General Questions

Q: How do I register for the service?
A: You can register for mSpot Mobile Movies™ from your PC or phone browser. From your PC, go to www.mspotmovies.com and click on the "Register" button at the top and follow the flow to complete your registration. From your phone, go to mspotmovies.com and click on the "Sign In" button at the top to complete the same registration process; if your phone is not supported, a message will appear at the top of the homepage on your phone browser.

Q: I have a sign-in for the mSpot Make-UR-Tones™ ringtone service on the web; can I use my same email and password to sign into mSpot Mobile Movies™?
A: Yes, you can use the same email and password since mSpot Make-Ur-Tones and mSpot Mobile Movies are both mSpot services.

Q: How many times can I watch a movie?
A: You can watch a movie as many times as you like during your rental period!

Q: How long do I have to watch each movie?
A: The movie rental period varies by movie, based on what the movie studios allow. The rental time ranges from 24 hours to several days, and is listed on each movie page. You have 10 days from the time you purchase a movie to start viewing it. Once you start viewing a movie, you will have to finish viewing it within the listed rental period.

Q: Can I stop and resume watching later?
A: Yes. You can scroll to any part of the movie or choose to watch from the start of different chapters, just as you would with a DVD.

Q: Can I start watching a movie on my PC and finish watching on my phone (or vice versa)?
A: Yes, as long as you have a phone that is supported by the mSpot Mobile Movies service you can start on your PC or take it to go on your phone (or vice versa too)! There are two ways you can find out if your phone is supported. First you can visit m.mspotmovies.com from your phone; if your phone is not supported a message will appear at the top of the homepage. You can also visit www.mspotmovies.com from your PC, and click on the "Take your Movies to Go" to see a list of supported phones.

Q: I saw that you had a movie last week, but I can't find it this week. Where did it go?
A: The studio that produces each movie determines whether we can offer the movie for rental. Periodically, studios require us to remove movies from our collection.

Q: What should I do if I experience problems watching a movie?
A: If you experience difficulties watching your movie, please contact mSpot Customer Service at .

Q: Is this service available worldwide?
A: No, it is only available in the United States.

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Movies on my PC

Q: Is there an extra charge for the ability to watch a movie rental on both my PC and phone?
A: mSpot will not apply any additional charges for watching a movie rental on both your PC and phone, as long as you view the movie within your rental period. Simply sign into mSpot Mobile Movies from either device to start watching.

Q: Are all movies available on my PC and phone?
A: Yes! Any movie that you rent is available for you to watch on both your phone and your computer.

Q: Why is the mSpot video player not showing up on my PC?
A: The mSpot video player requires Flash 10 to be installed on your PC. You can download Flash 10 by visiting Adobe's website. ( http://get.adobe.com/flashplayer/ )

Q: Do I have to use the same PC to watch movies from my mSpot Mobile Movies account?
A: No. You can sign on to the service from any PC browser with your account.

Q: What do I do if my movie pauses or stops intermittently on my PC?
A: Try these tips:

  • Watch using a wired connection.
  • Watch on "Lo" bandwidth rather than "Hi" bandwidth. You will see this button in the movie player when you start playing a video.
  • Pause other bandwidth-intensive applications (e.g. other downloads, Outlook, internet phone services). If you share an internet connection with others, check whether they are operating bandwidth-intensive applications.
  • Close CPU-intensive programs. This may be the problem if you let the movie buffer but the video continues to pause intermittently. You can check your CPU usage on Windows by right-clicking on your task bar, launching the Task Manager, and going to the Performance tab. On a Mac, go to "Applications," then "Utilities" and launch the Activity Monitor. Try closing CPU-intensive programs until the CPU usage is below 50% (or 100% on Mac with a dual-core processor).

If none of these tips solve your problem, check out our http://forums.mspot.com to see if other users experience the same thing. If all else fails, send an email to and we will assist you.

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Mobile Movies on my Phone

Q: How do I know if my phone is supported?
A: mSpot encourages you to watch a movie trailer before you rent a movie. If you can see the trailer, then your phone is supported. Before you watch a movie or trailer, we suggest that you subscribe to an unlimited data plan with your wireless carrier. You can also visit mspotmovies.com from your PC, and click on the "Take your Movies to Go" link to see a list of supported phones.

Q: Will I be able to take phone calls or receive text messages when the Movie is playing?
A: Yes, you will be able to receive incoming calls and messages while the movie is playing.

Q: How long will my battery last if I'm watching a movie?
A: It depends on your phone and your battery. Many phones have enough battery power to watch at least one full-length movie, and some phones can watch more. Some phones, particularly older phones, may not be able to make it through a full movie without a recharge.

Q: What happens if I roam outside my wireless carrier's network while watching a movie?
A: If you roam outside your wireless carrier's network, then your movie will stop playing. This is to protect you from being charged roaming fees.

Q: What happens if I enter a cellular zone where the reception is poor?
A: Restart the movie and select a lower resolution stream that will work better in an area that has poor reception.

Q: What kind of data plan do I need to watch mSpot Mobile Movies?
A: You should have an unlimited data plan.

Q: Can I watch movies on WiFi?
A: Because of our obligation to protect movie content from piracy, only iPhone users can watch movies on WiFi networks. Other customers can navigate the mobile site, watch trailers, and register in WiFi - but they will need to switch to the carrier's network to watch the movie.

Q: Can the movie be watched on an airplane?
A: In most cases, you will not be able to watch a movie on an airplane, because mSpot streams movies to your phone, and most airplanes do not have data networks onboard.

Q: What do I do if my movie pauses or stops intermittently on my phone?
A: Sometimes the strength of your mobile or WiFi connection may impact your video quality. Try changing the resolution from "high resolution" to "low resolution" if you're experiencing any video interruptions. You can do this by clicking on the "done" button on your movie player; this will take you back to the movie page where you can reselect your network coverage.

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Movie Club Questions

Q: What is the Movie Club?
A: The Movie Club lets you watch multiple full-length movies every month. As a Movie Club member, you receive credits to watch movies every month. You can save movies you want to watch in your My Movies, so you can easily remember titles you would like to watch in the future. mSpot will also offer discounts and special promotions to Movie Club members.

Q: How do I know if a movie is a part of the Movie Club?
A: Movie Club rentals will be clearly marked. On the PC, look for the sand dollar icon as an indicator that the movie is in the Movie Club. On the phone, look for the check mark indicator on the movie details page; it will clearly state whether the movie is the Movie Club.

Q: What movies can I watch in the Movie Club?
A: The studio that produces each movie determines whether we can offer the movie in the Movie Club. mSpot offers as many movies in the Movie Club as possible, but if we are not allowed to offer a movie in the Movie Club, then we make it available for individual non-Club rental.

Q: How can I change or cancel my Movie Club membership?
A: You can change or cancel your Club plan at any time from the My Account link. If you choose a higher value plan, your credit card will be charged for the price difference and you will immediately receive the incremental Credits for that plan, which can be used to watch more movies. If you cancel or choose a lower value plan, these changes will be reflected when your current month's membership ends.

Q: When do the credits in the Movie Club expire?
A: Credits expire one month after you receive them.

Q: If I am a Movie Club member and have run out of Credits for the month, how can I watch another movie?
A: You can watch additional movies in the Movie Club by purchasing the required extra credits at the time you rent a Club movie and do not have enough credits. Otherwise, you can upgrade your Movie Club plan.

Q: How can I find out how many Movie Club credits I have?
A: You can see how many movie credits you have by visiting My Account.

Q: Can I rent a non-Club movie as a Movie Club member?
A: Yes, but since non-Club movie rentals are not part of the Movie Club membership, you will need to pay for those separately.

Q: Can I watch movies without joining the Movie Club?
A: Yes, you can rent individual movies.

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Payment Questions

Q: How do I pay for watching movies?
A: mSpot accepts credit card payments for individual movie rentals and for Movie Club membership. Movie Club memberships automatically renew each month, and you can cancel your Movie Club membership from the My Account link. mSpot accepts American Express, Discover, MasterCard, and Visa credit cards.

Q: Is it safe to enter my credit card information?
A: mSpot applies the same security to your credit card information on both your PC and phone as is standard for web-based merchants. For extra security, mSpot does not store your credit card information

Q: Can I get a refund?
A: If you believe you were charged accidentally or in error, or you experience difficulties watching a movie, please contact mSpot Customer Service at .

Q: Will mSpot share my personal or credit card information without my permission?
A: No, mSpot will never share your personal or credit card information without your permission, so you will not receive unwanted marketing or sales inquiries from Third Parties.

Q: How do I know if I have been charged?
A: Visit your "My Account" page from your PC or phone to find your purchase history. You will also receive an email receipt of all of your purchases.

Q: How do I change my credit card information?
A: From your PC, visit your "My Account" page, then select "Payments" to change your credit card information. From your phone, visit your "My Account" page, then select "Change Credit Card" to change your credit card information.

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If your question was not answered here or in the http://forums.mspot.com and you need additional assistance, please contact mSpot customer service via e-mail at .


Last updated: December 1, 2010


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