How can we help?

Check out our most frequently asked questions below. If you cannot find a solution, select from our list of topics to read on for more details about each topic.

General

Questions about your account, download codes, order history and more

+ How do I create an account?

Your Store Account allows you to download and enjoy your favorite content. To create an account, please follow these steps:

  1. Locate the "your account" section by clicking on the account icon in the top right of the page and click "Create your Hip Rewards account".
  2. Enter all the required information.
  3. Ensure that your email is valid, and that your password and confirmation of password match.
  4. Click "Register". This will bring you to the "account created" page to confirm the creation of your account. Please note: by registering you agree to be bound to all Terms and Conditions.

You can also choose to log in with your Facebook account:
  1. Locate the "your account" section by clicking on the account icon in the top right of the page and click "Log in with Facebook".
  2. This will redirect you to www.facebook.com, where you are required to fill in your account credentials. By logging in via Facebook you agree to be bound by all Terms and Conditions.
  3. Once registered, you will automatically be logged in and will be redirected back to the landing page of the store.

+ How do I log in to my account?

You can log in to your account at any time by following these steps:

  1. Go to the Music store website.
  2. Click on the account icon .
  3. Click "Log in with your Hip Rewards account" and enter your username/password where indicated, or if you originally logged in using Facebook, you will need to choose the "Log in with Facebook" option.
  4. Once you have logged in, you can browse the store for the content of your choice.

+ How do I apply my download code(s) to my account?

Redeeming your promotional credit(s) is easy; simply follow these instructions:

  1. Ensure you have already created an account at the store.
  2. Log-in to your account.
  3. Click the coin icon in the top right of the page.
  4. Enter your download code into the required field and click "submit".
  5. If you have entered a valid download code, it will now be added to your account.
  6. Your account balance will now be reflected within the coin icon.

Your credit(s) are associated with your unique account and will remain available for future visits.

+ Why does the site tell me the download code(s) I entered is not valid?

When entering a download code, please ensure you follow these steps

  1. Check the expiry date on the download code to ensure it"s not in the past.
  2. Use only upper case letters when entering the download code.
  3. Try using the letter "D" in place of any letter "O" or zeros. download codes will not use the letter "O" or zeros.

If these steps do not fix the problem, please email us with a scan of your download code(s). If you do not have access to a scanner, you can also snap a clear picture of the download code(s) and attach them to your email. Please do not make any marks on the download code(s) as the point of the scan is so that we can try to decipher the correct download code(s) for you.

+ What browser should I use to download media?

Please use one of the following browsers:

  • Internet Explorer 9+
  • Firefox
  • Safari
  • Chrome


Please ensure that you clear the cache in your browser before attempting to download. Do not use AOL as your browser.

Music

Questions about how to browse, search, download music and more

+ My download failed because I didn’t have the latest version of Java enabled. Can you help me?

Please ensure you have the most recent version of Java downloaded to your computer. The download can be found at: http://java.com/en/download/index.jsp Mac user"s on OS versions older than Lion will need to obtain Apple's version of Java at: http://support.apple.com/kb/DL1573?viewlocale=en_US&locale=en_US

Following your installation of Java; please follow these instructions in order to re-download your track(s):

  1. Go to the store website.
  2. Log in with the same account used for the original download.
  3. Once you have logged in, you will need to click the account icon in the top right hand corner of the page.
  4. Click the "My Order History" button.
  5. Select the order you wish to re-download & click the Download button that appears in that order.
  6. Follow the on screen instructions to download your media.

+ What do I do if my download failed because I lost my internet connection?

Please ensure that you have a stable high-speed connection and are using one of the following browsers with all pop-up blockers disabled: Internet Explorer, Firefox, Safari or Chrome. Once that is complete, please follow these instructions in order to re-download your track(s):

  1. Go to the store website.
  2. Log in with the same account used for the original download.
  3. Once you have logged in, you will need to click the account icon in the top right hand corner of the page.
  4. Click the "My Order History" button.
  5. Select the order you wish to re-download & click the Download button that appears in that order.
  6. Follow the on screen instructions to download your media.

+ My file downloaded as a zip file, how do I open it?

On PC: You will need a program like Winzip inst
alled. Once installed, right click the zip file and click "Extract All".

On Mac: You will need to download the Unarchiver from the App store. Once downloaded, drag and drop the zip folder on the Unarchiver icon, the file will decompress.

+ Why is my audio file cut off or of poor quality?

If you identify any quality issues such as skips or noises with an audio file, please contact customer service with your download code and the information for the content in which you are experiencing issues with, and one of our customer service representatives will assist you.

+ Where can I locate the media I have downloaded to my computer?

By default, browsers place downloaded items into the operating systems Download folder. . If the files cannot be located there, you can find them through the download history of your browser. The download history can be accessed the following ways:

Windows Machines:
• In Chrome, Firefox, or Internet Explorer, press Ctrl+J

Mac OS:
• In Chrome, press ⌘+Shift+J
• In Firefox, press ⌘+J

+How many times can I download the content I purchased?

Content files are available for download only once.

+ Are the music downloads compatible with all portable players?

Audio file downloads are offered in MP3 format. MP3 format files are compatible with most devices, including iOS.

+How can I download directly to my mobile device/ tablet?

A mobile optimized version of the site has been provided that can be viewed on most modern mobile & tablet devices. Compatibility varies by device and is not the responsibility of Hip Digital Media, Inc. A data connection is required (3G, LTE or wireless). Downloading files may not be supported by some carriers, and message/data rates apply. See below:

iOS device(s)- All downloads must be made to a computer before transferring to any other devices i.e. iPad, iPhone, iPod . Apple does not permit the direct download of third party music content to any device that runs on iOS.

Windows device- All downloads must be made to a computer before transferring to any other devices.

Android & Blackberry users- Users on most Android or Blackberry devices can download music directly from the mobile optimized version of the site to their mobile device. Your download will start in your notification bar & will save to the location that your specific device saves Downloads to.

+Why does it say my download limit has been reached?

The music labels place restrictions on the number of times an order can be re-downloaded through a user"s Order History. Please contact us at: support@hipdigital.com for further assistance.

+ Why can’t I find a particular item that I'm searching for?

Due to licensing restrictions, our catalogue varies from time to time. If you are unable to locate particular content it might be because we don’t have it in our catalogue at this time or because that particular content is not participating in this promotion. We apologize for any inconvenience caused. New content is added weekly, so feel free to visit the site again for newly added content.

Can't find a solution?

Use these icons to enter your pin code, search for content and access your account.

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