F.A.Q.

On this page you can find answers to your frequently asked questions about PrisonPlanet.TV subscription

Membership Info

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Reporting A Problem

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Viewing and Downloading Media

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Membership info:

How do I login and/or check my account details?

In your PrisonPlanet.TV Profile, you can save, change and update your Profile, which stores billing information. To access your Profile, log in to your PrisonPlanet.TV account by clicking on "Login" on the top right of all PrisonPlanet.TV pages. After logging in, click on "Manage My Account" at the bottom of the site or My Membership Info on the top right hand .

This will bring you to the "Manage My Account" section of your profile. Enter your billing information and then click "Save".

If you are an active PrisonPlanet.TV subscriber, and would like a different credit card to be charged on your next billing period, please update the information of your primary card in the Members Area.

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Can I use a debit card to register?

Yes, you can sign up online using your debit card or a credit card.

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How do I cancel my subscription?

To cancel your subscription at any time, access your Profile, log in to your PrisonPlanet.TV account by clicking on "Login" on the top right of all PrisonPlanet.TV pages. After logging in, click on "Manage My Account" at the bottom of the site or My Membership Info on the top right hand . Once logged in go to "Your Payment History" and then select Cancel. If you are unable to do so, email us by clicking here.

For PayPal subscriptions, you will be forwarded to PayPal where you will be asked to login to your PayPal account and cancel from there.

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Will I be charged a cancellation fee? Will I get a refund?

There are no cancellation fees. You will not be charged any subscription fees after your cancellation date. There are no refunds for partial months or unused portions of annual subscriptions. Any subscription related charges made to your account prior to cancellation are non-refundable, unless you cancel within 5 days of your initial purchase or the applicable annual automatic renewal date.

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My Membership is expired/inactive, how do I resubscribe?

Access your Profile, log in to your PrisonPlanet.TV account by clicking on "Login" on the top right of all PrisonPlanet.TV pages. After logging in, click on "Manage My Account" at the bottom of the site or My Membership Info on the top right hand . Once logged in go to Add/Renew Subscription.

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I don't want to pay by credit card or Paypal, can I send a check?

Yes, we accept checks, money orders and cash for monthly and yearly subscriptions. You can mail your payment to the following address:

Alex Jones
PO Box 19549
Austin, TX 78760

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How do I change my password?

Access your Profile, log in to your PrisonPlanet.TV account by clicking on "Login" on the top right of all PrisonPlanet.TV pages. After logging in, click on "Manage My Account" at the bottom of the site or My Membership Info on the top right hand . Once logged in select the Edit Profile tab

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I have forgotten my password. Help!

Just try to log in and use the option showed on screen to send your information to your email address. If you don't receive an email within 5 minutes, please check your junk mail and, if after 10 minutes you do not receive it please email us by clicking here and we will provide you with your account details, all we need to know is the email used for the account. Please check your Junk mail before contacting us.

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I would like my PrisonPlanet.TV subscription to be charged to a different credit card on the next billing period than the one that was most recently charged. How can I update my billing information?

Click on the "Manage your account" link at the bottom of the page, after logging in search for the link "Update CC info" on the account information page.

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How do I subscribe/unsubscribe to the PrisonPlanet.tv daily newsletter?

In the My Membership Info page is a box under Newsletter Subscriptions that check for receiving or unchecked for not receiving the newsletter.

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I click on a members link, but I am not prompted to enter my user name and password/nothing happens. Help!

This could be a user authentication problem. In Internet Explorer go to Tools-Internet Options-Security. Select Internet and then Custom Level. Scroll all the way down to User Authentication and select either:

1. Automatic logon only in Intranet zone
or
2. Prompt for user name and password

Other browsers should have a similar set of options.

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I click on the members link, enter my user name and password but the same page just refreshes. Help!

This can happen for one of two reasons.

a) Your account has been suspended by the system for password sharing or a conflict with a download manager which the system has mistook for password sharing. If this is the case please email us by clicking here and we can re-instate your account.

b) You don't have cookies enabled in your browser. To fix this go to tools > internet options > privacy and set your privacy level to medium.

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I try to login but instead get a blank page or 'Invalid Token' response. Help!

This is an issue involving your browser's cache and cookies. To resolve this it, empty your browser cache and try again. Go to http://www.wikihow.com/Clear-Your-Browser%27s-Cache to see instructions for the most commonly used browsers. Then, use the keyboard combination of Ctrl + F5 (Linux and Windows) or Shift and click the reload button (Mac) to force a reload that bypasses your browser's cache. http://en.wikipedia.org/wiki/Wikipedia:Bypass_your_cache has specific information for each browser. Also, clear out any cookies from prisonplanet.tv.

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What is the PrisonPlanet.TV refund policy?

We can offer refunds for subscriptions that have recently renewed, but not for subscriptions that are some way into their cycle. Please email us by clicking here for a refund request. We will need to know your name and the date you paid to process the refund. For PayPal subscriptions, we will need to know the email address associated with your PayPal account and the date you paid.

Reporting A Problem

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Where can I report a problem?

To report a problem, please visit our customer service page here

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What information is needed when reporting a problem?

In order to address and fix some problems a quickly as possible, sometimes we need to know key pieces of information for the following scenarios:

What your computers operating system is, the browser you using, and the version of Flash installed.

Streaming (live show): Include either a screenshot or the output of doing a traceroute to freespeech.fc.llnwd.net since this will help determine where the problem is occurring. Here is link on how to do a Traceroute on Linux, Mac, and Windows: http://www.wikihow.com/Traceroute

Streaming (archived Daily Shows, Movies, Video Reports with the Watch Now link): The name of the media file you are having a problem with is.

Downloading files: The name of the file, the URL to the file and what media format it's in (MP3, MP4, WMV, etc.)

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How do I make a screenshot?

Here are links on how to make a screenshot: Mac and Windows, Linux, Mac, and Windows

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Viewing and Downloading Media

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What are the audio/video formats used?

The current video formats used are Flash (FLV), MP4, and WMV; the current audio format is MP3. Some older media on the site will also be in MKV (Matroska MP4), AVI (DivX), Quicktime (MOV), and Real video (RM).

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How do I view the video?

To view the video and audio you will need a Flash Player which can be freely downloaded here. For watching downloaded videos, VLC is our recommended choice since it works on Linux, Mac, and Windows and is available for free at . Alternatively, you can watch videos using the Windows Media Player or the Quick Time Player.

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How do I download the videos and other media?

On Linux and Windows systems, right click on the link and select "Save Link As..." On Macs, hold the Control key and click on the link and then select "Save Link As..."

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When are the archived shows posted to PrisonPlanet.tv?

The shows are posted as soon as they are done encoding, generally within a couple hours after the show. The WMV file (medium quality) is posted first, then the commercial free MP3, next the MP4 (high quality), and finally the Flash (the Watch Now links).

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Downloads do not work in my Download Manager program.

In order to protect paying members from the abuse of some members sharing their passwords or posting them on the Internet, we have taking measures to prevent this problem. Unfortunately the use of download managers is prevented by our password sharing prevention system.

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Is there a RSS/Podcast link for automatic downloads?

Currently there is not a way to automatically download the commercial free MP3s or other files from PrisonPlanet.tv.

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Downloads cut off when I am downloading a media file to my hard drive.

We have found that in the vast majority of these cases, members also have the video streaming in the background as they are also downloading the file. This causes the error. Please make sure you have pressed the stop button on the embedded media player before you begin to download a file to your hard drive.

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The audio or video file keeps stopping in the middle of the track, what's the problem?

This is probably due to latency between your system and the download servers. We suggest downloading the files to your system for playback.

Connection problems can also occur when cable and DSL modems have been on for several weeks/months without a reboot. Simply disconnect the power to your cable/DSL modem for at least 15 seconds, and then reconnect power. This procedure will fully reboot the modem, allowing for any cached data to be flushed out.

If it isn't an issue with your connection speed, it could be a server issue at our end. Subscribers may experience slowness at peak times (during the live show and evenings). We do our up most to provide the best facilities possible and we continually have to upgrade our servers to cope with bandwidth demands that are often compounded by password sharing. We are only a small team and ask your patience as we continue to expand Prisonplanet.tv and improve its functioning.

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I don't want to watch/listen to the archived files in my browser window, can't I play them directly in VLC/Windows Media Player/etc.?

Yes, download either the MP3, MP4, or WMV file to your system.

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Quicktime videos don't play, all I get is a question mark superimposed over the video.

This happens from time to time when the QuickTime video-playing software for Windows gets registered to take over handling some of the file formats used by Adobe's ever-more-popular Macromedia Flash file formats to display animations and movies.

To review the settings, click on Start and Control Panel and then look for the big, blue Q icon for QuickTime. Open the QuickTime control panel and open the tab for File Types. There under the subheading Miscellaneous you will find a check box for using QT to play Flash files. Make sure it is unchecked, and the clips will open in Macromedia instead of greeting you with a blue Q with a question mark.

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