Frequently Asked Questions
Frequently Asked Questions
About this site
This site is a leading independent audiobook download shop, designed to offer the best products at superb value with top quality customer service. We were named a top 50 e-boutique by The Independent newspaper in 2006 and we were a finalist for the prestigious BIMA Consumer Website of the Year in 2005.
We pride ourselves on our personal service, meaning we will quickly guide you through any issues or problems you may encounter - as a pioneer of audiobook downloads you can be sure we've probably come across the problem before and sorted it out. And please don't be scared to ask, it really is quite easy with a little help.
If we don't live up to your expectations then please let us know and just email our support team.
How does this site work?
We have tried to make it very simple to use this site:
1. Browse the categories of audiobooks or use the search function to find what you would like to listen to. When you've found something you are interested in, click on the title to read a full description and you can click on the preview button (the little speaker icon) to listen to a short sample (you may have to click it twice). Then click the buy button and the files will automatically be added to a virtual shopping basket.
2. When you have everything you wish to buy go to your basket and click the Proceed to checkout button at the bottom of your basket page. If you haven't used the site before you will be prompted to enter your personal details to create your own account and library where we keep a copy of everything you buy for your quick reference (plus here you can alter your personal details). Next pay for your titles with a credit or debit card and you can add extra credit into your account if you wish. You will then see a page saying your order has been successful.
3. Now click the link to Your Library where the items are ready for downloading. Click on the one you wish to download first and once you've selected where you would like to store it, the file will download onto your computer or other selected device eg mobile phone.
Do I have to become a site member before I can download anything?
Yes but it only takes a moment. This is so we can create a personal Your Account area including Your Library where you can see your files ready for downloading. This information includes how long it will take to download each file based on your personal information. You can come back and download your files from this section again when necessary. Once purchased, the files are yours for good subject to the standard terms of the site's agreement.
Does it cost anything to become a member?
No. When you sign up you do not need to pay anything. You only need to start paying when you wish to buy something.
How do I pay?
Either pay for each item when you want it or you can deposit some money in your account to save time later. Unfortunately, we cannot accept payments of less than £10 if you are using a debit card, so it is easiest to either pay by credit card or else put £10 into Your Account and then just use your balance to buy things with.
How do I download items?
Once you have purchased items just go to Your Library section. Here you will find all your items. Click on the download button and select somewhere on your computer to save the audio.
I'm struggling to complete my transaction what's going wrong?
Chances are that it's just something simple. You must make sure your name, address and credit/debit card details are spot on otherwise it won't work and be careful of ampersands (&) in the address section as the system doesn't like them so instead write it out fully. For anything more complex just send an email to support and we'll get back to you as quickly as we can - we take this sort of thing very seriously and promise quick and high quality help, faster and better than other download sites.
What happens if I can't download something I've paid for?
All items should be downloadable. If you are struggling to download files then it may be that your internet connection is unable to handle the file sizes. This may be the case on some dial-up internet connections. Check the download times in Your Account section and be sure you're computer/device does not automatically disconnect before the files have downloaded.
Also ensure you have correctly entered the type of internet connection you are using as this influences the estimated download time provided in Your Account section.
Also be sure you have selected the correct destination folder for the downloaded files. Your device may be storing them in a different place than you would expect, such as in temporary folders. Be aware that some systems restrict the size of files it will allow you to download. You must ensure that you can download files from this site before you make any purchases as refunds can only be provided within seven days of purchases taking place. To check you can download files you will be recommended to download a file as part of the registration process. If you can download and listen to this you can download any of the audio in this site. You can also try any of our free content in the FREE section.
What formats can files be downloaded in?
audioVille only supports MP3 & WMA. As the widest used downloadable audio file we believe that the freedom offered by MP3 is ideal for everyone and the majority of our programmes will be in this format. However some files have DRM (digital rights management) restrictions insisted on by the content owner, and because we use the Windows Media DRM system, those files are only available as WMA files which play in Windows Media Player. You should note that Windows Media files cannot be played on ipods, just as AAC files from iTunes cannot be played on Windows Media systems. Each product on the audioVille site is clearly labelled if it is a WMA file. To buy a WMA file you must be using Windows Internet Explorer 6.0 or above (but not IE 7 beta) and have Windows Media Player installed otherwise we cannot deliver you the key to open the files so you can start listening to them. If you haven't used your version of Windows Media Player before then you will need to individualise it first (http://drmlicense.one.microsoft.com/Indivsite/). Be aware that Mac users can only use IE 5.0 and so cannot receive licenses for WMA files, so if you are a Mac user then don't buy our protected content otherwise you're likely to get into a right pickle.
You can now test if your system is set up to receive wma drm licenses by downloading the free drm test audio. This item is FREE to download and will help you to establish if your PC is set up correctly to receive delivery of the appropriate licenses required to play wma content (Windows Media files)* Download Test Product
What happens if an error occurs when I try to receive a license for something I've paid for?
There are several reasons why you may struggle with a license required for any of our WMA encoded products.
Be sure you are using Internet Explorer version 6 or above when requesting the license - if it failed when you made your purchase then you can try again in the library area (see below Re-requesting Licenses). Make sure you have Windows Media Player version 9 or above installed. Our WMA files will only play in Windows Media Player v9 or above.
If you have never used licenses before, you may need to individualize you Windows Media Player by going to http://drmlicense.one.microsoft.com/Indivsite/. All Windows Media Players need to be individualized before they can use licenses and should only take a few moments to do.
Once you have the right player installed and are using the right internet browser you can re-request the licenses (this only takes a moment). First, make sure you are using Microsoft Internet Explorer version 6 or above. Then login, go to Your Library and then click the Orders tab. Here you will see your order number and next to it the words Re-request License - click this and it will download the license and you should receive a message saying it has been delivered successfully. Next just open the files in Windows Media Player version 9 or above and they should play.
Finally if you are still struggling please follow these instructions: http://www.thedrmcentre.com/Client/Help/ and click Next in the bottom right corner to read the next page.
Re-Requesting Licenses:
You need the license to play the audio - when you completed your transaction you should have seen a screen which asked you to download the license now and hopefully it said you had been successful. If you were successful and you have now downloaded the audio then just play the audio in Windows Media Player and it will be united with the licenses.
If the licenses weren't successfully downloaded then you must download them again (this only takes a minute). First, make sure you are using Microsoft Internet Explorer version 6 or above. Then login to the site, go to Your Library and then click the Orders tab. Here you will see your order number and next to it the words Re-request License - click this and it will change to Get License - click Get License and it will then download the license.
Next just open the files in Windows Media Player and they will play.
Can I share files between my different devices?
Yes. We believe that once you have purchased the file you should not be limited to a single device to listen to your audio. This way you can, for instance, download files onto your PC and then easily copy them across to your portable MP3 player or phone. However you can only download each file 3 times from this site and burn them to a CD a maximum of 5 times or only once for some titles. You will find that if you purchase any of our Windows Media files then you will be restricted to moving the file to 5 other devices and burning to CD 5 times, or for some titles only move and burn once. If you try and do it more often it simply won't let you.
Please do not pass copies of any files to anyone else or load them onto any other person's device or upload them onto any file sharing sites. All files are individually tagged and watermarked so we know where they have come from and we will take legal action to prevent copyright infringement.
Can I share files with other people?
No, this contravenes our terms and conditions. Also, please don't give other people your personal account details such as login and password.
What happens if I have money left in my account but don't want to download anything?
I'm afraid this money cannot be refunded. If it is left untouched in an account which has been completely dormant for a year (no activity at all) then that account will be deemed closed and the money will be lost. This site is constantly being updated with new content so we are confident that even if you there isn't anything you want to download right now there will be something available very soon.
How can I see what I've already bought?
Just go to Your Account section and here will be a list of everything you've bought. It will also detail how many more times you can download it as the little three icons will turn dark when used.
