Help

how do I get started? Not familiar with hmvdigital? Here are a couple of tips to help you get started:

• If you know exactly what you’re after, use the search bar at the top of every page to look for a particular artist, album or track. Or if you’re in need of some inspiration, check out our charts on the left-hand side of the page, or use the tabs under the search bar to browse by a particular genre.
• Next to every track (and on every album cover) you’ll see a small triangle icon. Click this to hear a 30-second preview of the song. You can pause or stop the preview using the player in the top right-hand corner. The player will store multiple previews as a play list. Just click on the down arrow on the player to access or clear this list.
• Once you’ve found something you like, click ‘add to basket’ to buy the whole album/bundle, or click on the ‘plus’ sign to add a single track. If that’s all you’re after, you can proceed to payment. Otherwise, continue browsing.
• When you’re ready to pay, click ‘checkout’ on the right-hand side. If you don’t have an account you’ll need to set one up. You can find out more about paying below.
• Once you’ve paid, you’ll be directed to My Downloads. This is where all your previously purchased downloads are kept. You can find out more about downloading below.

If you need more information on how to download from hmvdigital, we’ve put together a list of Frequently Asked Questions below. Otherwise, feel to contact our customer services team using the form below

However, if you’re up to speed already, jump right in and discover a whole new way to love music by browsing hmvdigital now.

Shopping

Paying

Downloading

My Account

Paying

• Why can't I purchase downloads.
• How do I know if my payment was processed successfully.
• Do I get a receipt with my downloads?
• Do I need to re-purchase tracks in order to download them again?
• There's something wrong with my download. If I buy it again, will I get a refund for my original purchase?
• Which methods of payment are accepted by hmvdigital?
• Do you store my credit card details?
• Will I be charged before or after I download the track that I have purchased?
• I have a voucher code. How do I redeem it?
• I have a voucher code but it isn't working. What should I do?
• Can I shop at hmvdigital from outside of the UK?

---

Why can't I purchase downloads.

If you are being redirected to the login page every time you click Checkout, this is likely to be caused by a conflict between our service and the “cookies” that your browser uses to communicate with our service.

To resolve this, we suggest deleting your cookies as follows depending on your browser:

1. Internet Explorer:
Open Internet Explorer and to go Tools > Internet Options > General > Delete Browsing History > Delete All and tick the box: "Also delete files and settings stored…". You might need to restart your computer after doing this.

2. Firefox:
Open Firefox and go to Tools > Clear Private Data, a pop up will appear. Tick the Cookies box then select Clear Private Data button from the bottom of the pop up. You might need to restart your computer after doing this.

If you are having difficulty purchasing for any other reason, please contact our customer services team.

---

How do I know if my payment was processed successfully.

I'm not sure if my payment was processed successfully.

If you’re uncertain whether you have been charged for a download, you can:

1. Check My Downloads to see if the files are there.

2. Check your inbox (and any spam/junk folder) for your email confirmation. We send you an email after every purchase.

If you’re still not sure, please contact our customer services team.

---

Do I get a receipt with my downloads?

Yes - you should automatically receive a confirmation email from us (or within a few hours, at the most). If the email doesn’t appear in your inbox, have a look in your spam/junk folder in case it’s landed there instead.

---

Do I need to re-purchase tracks in order to download them again?

No, you don't have to download them again. We let you download any previously purchased track or album up to 3 times. Just go to my downloads and you'll see them there.

If you have any difficulty with a download, please contact our customer services team

---

There's something wrong with my download. If I buy it again, will I get a refund for my original purchase?

Re-purchasing a download is very unlikely to solve the problem. Best thing to do is contact our customer services team

---

Which methods of payment are accepted by hmvdigital?

You can pay by: Visa Credit, Visa Debit, American Express, Master Card and Maestro. We also accept PayPal. Just select your preferred option at checkout.

---

Do you store my credit card details?

If used a credit or debit card, we do store your card information in encrypted form. This means you don’t have to enter the details again if you want to buy something in the future.

If you’d rather not have your information stored, contact our customer services team.

---

Will I be charged before or after I download the track that I have purchased?

You will be charged for your download at the time of purchase.

---

I have a voucher code. How do I redeem it?

Vouchers normally give you a certain number of tracks or albums free. If you got your voucher code from one of our partners, please follow their instructions. If they’re not clear, please contact our customer services team.

However, if you got the voucher from us, here’s how you redeem it:

1. Choose the download(s) you want and add them to your basket. Since most of our vouchers are track vouchers (enabling you to download a certain number of tracks) please ensure in these cases that you are adding individual tracks, not albums, to your basket. You can still add tracks off one album, although this must be done one by one.
2. Continue to check-out which is the first button underneath your basket.
3. Enter your voucher code into the box under the basket and then click ‘apply’ (your basket will then display a zero total), then click ‘checkout’.
4. You’ll need to be signed in to your account (if you’re not already). You’ll then be sent to the checkout page and see the message: "No payment required, all the items in your basket are free".
5. Click the ‘finish’ button and you will be sent to My Downloads, where they’ll be waiting for you.

If your voucher entitles you to more than one download, you can use it on multiple visits until it’s been fully redeemed (i.e. you don’t have to redeem the full value of the voucher in any single visit.)

---

I have a voucher code but it isn't working. What should I do?

Please contact our customer services team and let them know the voucher code you're having difficulty with.

Please note that hmv e-vouchers are only for use online at hmv.com. These are not hmv Store vouchers, nor are they valid on hmvdigital.com.

---

Can I shop at hmvdigital from outside of the UK?

Unfortunately not. If you are located outside the UK, you won’t be able to use the site. (However, if you’re in Canada, try: http://www.hmvdigital.ca)

---