Support
Got Some Problems? Look here to find Answers!
At totallyannette.com, we strive to help our members with the best
support possible. While response to inquiries can occasionally take
longer than one business day, we strive to provide assistance to our
members as quickly as possible - often within hours.
We answer all email that relates to billing problems, usually within
24 hours!
Quickest ways to get answers
to your questions are:
1. FAQs - Use our knowledgebase
to get answers.
2. Support
Form - Get YOUR question answered quickly.
3. Email us - Alternatively, you can email us at:
Password Problems
Why doesn't my username and password
work?
I just signed up and I didn't get a login or
password by mail.
I have lost/forgotten my User Name and/or
Password.
Billing Questions
How do I cancel my subscription?
Am I entitled to a refund if I cancel before thirty
days?
Why was my credit card refused?
How does the charge appear on my credit card statement?
Can I join other ways than online?
How often will I be charged for your services?
How do I know that my membership was cancelled?
Technical Issues
What software do I need to enjoy all the content
on the website?
Why does Internet Explorer sometimes save
images as untitled.bmp?
Why can't I download these images?
Why do I get message saying the content doesn't
exist or the link is broken?
Does totallyannette.com work with WebTV?
Other Issues
How soon before I can expect an answer to my emails?
Will my name and email address ever be given
out to other companies?
Do you currently sell videos or DVDs of your work?
Password
Problems
Why
doesn't my username and password work?
If you have previously been able to log into the site and can no longer
do so, the problem may be either:
1. You have to enter the username and password EXACTLY as you entered
them when you signed up. The server is case sensitive, and upper and
lower case must be exact or the login will be rejected. For example
the case if a member had a username of "annette", typing
in "Annette" or "Annette" would not work, only
"annette" would be a valid entry.
2. Your login and password has been disabled. This can happen because
either your membership has expired, or a rebill attempt failed. The
credit card companies have many reasons for not allowing a recurring
billing, including change of address, lack of credit or instructions
from the cardholder. Finally the login and password may have been
disabled because the username and login was found to have been traded
and multiple users logged in under the same password. If your username
and login no longer works contact the support-centre.
I
just signed up and didn't get a login or password by mail?
Perhaps our e-mail was send to your spam folder. So please check your inbox or put our e-mail address
to your address book. If you still can't find our e-mail, please send us an e-mail
and we will respond immediately.
I have lost/forgotten my User Name and/or Password.
You can use this form to get your password again. Alternatively send us an e-mail
and we will respond immediately.
Billing
Questions
How do I cancel
my subscription?
To cancel click
here.
Am
I entitled to a refund if I cancel before thirty days?
If you cancel before thirty days, you are not entitled to a refund.
There are no free previews offered of the membership area, and the
amount of time you spend in the membership area is neither monitored
nor restricted.
Why
was my credit card refused?
We are using serveral credit card propcessors. As part of their service,
they maintains a negative credit card database. This data base consists
of cards that were either lost, stolen, or used fraudulently. If your
credit card has made it to this list, you will have difficulties signing
up.
How
does the charge appear on my credit card statement?
ABAD Medienvertriebs GMBH will appear on your cardholder statement.
Can
I join other ways than online?
We are sorry, but at the moment you can only join online to totallyannette.com.
Checks and money orders will be accepted in the future.
How
often will I be charged for your services?
Your account will be charged every thirty days from the day you originally
subscribed. For example, if your account was activated on October
15th, your credit card will be automatically charged again on November
14th. If you cancel your account before that time, we will not renew
your account. Instead your account will expire on that date. For example,
if you were activated on October 15th and we receive your cancellation
on October 30th, your account would expire on November 14th. If you
joined on trial basis, the 30-day billing cycle begins at the end
of the trial unless you cancel within the trial period.
How
do I know that my membership was cancelled?
When you use our automated
cancel page you will get a confirmation page. Then the system
will send a confirmation to the e-mail address that you provided when
you joined.
Software
Issues
What software do I need to enjoy all the content on the website?
To give you the best and most trouble free experience we recommend
the following software be installed on you computer.
If you are using a PC we recommend:
Windows 98 or better
Internet Explorer 5.0 or better - download
(instead of Internet Explorer
we recommend:
Mozilla Firefox 1.0 or better - download)
Windows Media Player - download
Quicktime Player - download
Macromedia Flash Player - download
If you are using a MAC we recommend:
System 8.6 or better
Internet Explorer 4.0 or better - download
(instead of Internet Explorer
we recommend:
Mozilla Firefox 1.0 or better - download)
Windows Media Player - download
Quicktime Player - download
Macromedia Flash Player - download
Why
does Internet Explorer sometimes save images as untitled.bmp?
This behavior may occur if a damaged program file (for example, an
ActiveX or Java object) is downloaded to the Downloaded Program Files
folder on your hard disk.
To fix this issue You will need to empty the contents of the Temporary
Internet Files folder.
1. On the Tools menu, click Internet Options.
3. Under Temporary Internet files, click Delete Files.
4. When you are prompted to delete all temporary Internet files, click
OK.
AND
Delete All unknown or damaged downloaded program files.
1. On the Tools menu, click Internet Options.
2. Click the General tab.
3. Under Temporary Internet files, click Settings.
4. Click View Objects.
5. Delete all the files that are listed as "Unknown" or
"Damaged".
6. Close the Downloaded Program Files window, and then click OK two
times.
Why
can't I download these images?
All images are jpegs, and if you have viewed them, then you have downloaded
them already. We design and thoroughly test the website with Internet
Explorer and Fiefoxr and we recommend that you use one of these browsers
to access the site.
Click with your left mouse button on the thumbnail size image to see
the larger image. Wait until the larger image fully displays itself.
After the picture has been displayed point your mouse cursor until
it rests on top of the image.
Using the mouse, right click (click on the right mouse button) once
and hold it down.
A menu will appear. Drag down to "save image as...". Save
the image into whatever directory on the hard drive you want, noting
the directory so that you will not misplace it.
Why
do I get message saying the content doesn't exist or the link is broken?
Clear your browser cache: close all your browser windows, go to Start>Settings>Control
Panel>Internet Options> General>Temporary Internet Files,
check the 'delete all offline content' box, execute, reboot.
Does
totallyannette.com work with WebTV?
No, WebTV does not currently support our websites.
Other
Issues
How soon before I can expect an answer to my emails?
We answer all email that relates to billing problems, usually within
24 hours. Answers to emails relating to other issues may take a little
longer as they are forwarded to the appropriate parties.
Will
my name and email address ever be given out to other companies?
The Saint Monkey Entertainment Limited has always had a policy that
we will never sell, trade or otherwise distribute in any manner the
names and email addresses of our subscribers. You can find our Privacy
Statement here.
Do
you currently sell videos or DVDs of your work?
No, not at the moment.
We will sell DVD in future.
