I. Billing Issues
II. Technical Issues
III. Other Questions
I. Billing Issues
If you have any billing issues you need to contact to our Payment Service Providers directly through the links below:EPOCH Billing supportCancel Recurring Membership
Why is my application for membership rejected?
You may be in a country that we do not accept credit card payments from. Please contact the card processor(s) directly using the links on their signup page - we don't process credit cards and are therefore unable to help you with this.
You may not physically be in the country the card was issued in. Solution: use a card issued in the country you are trying to join from.
You may have disputed payment with an adult site in the past. Solution: don't dispute charges you make.
II. Technical Issues
HELP INSTRUCTIONS FOR AMERICA ONLINE (AOL) USERS
- We strongly recommend that you download the latest version of Firefox, Google Chrome or Internet Explorer browser.
- Connecting through AOL use a browser other than AOL's built-in browser, such as Firefox, Google Chrome or Internet Explorer. Using AOL's browser can cause trouble in watching and downloading the movies and/or in logging in.
- If you are using AOL's built-in browser, your account can be blocked due to the frequent IP address changes. To unblock your account, send an email to support@Queensnake.com and then use Firefox, Google Chrome or Internet Explorer.
Can I download and save the movies onto my hard drive or
can I only watch them online in my browser?
You can do both.
You can watch the movies online (like on tube sites) without any limitation in several smaller parts (each part is about 8-12 minutes long) just clicking on the small film images. Tap the video while it's playing to display the video controls. The video controls allow you to pause, rewind, or fast-forward the video. You can also drag the play bar to a specific timestamp in the video.
The full version of the films can also be downloaded - currently one full movie per hour, usually in three different resolution/size (360p, 720p, 1080p). The format of the movie files is mp4/h.264. The size of the full HD (1080p) movie files is about 3-4 GB so they need longer time to download. If the download was interrupted, you can retry it any times.
What does those numbers - 320, 360, 720, 1080 - mean in the member area?
The default/standard size of movie watching and download is 360p. It means that you can watch and download the movies in 640x360 pixels resolution. It is an ideal size if you watch the movies on your netbook or other small portable devices or if you have a normal speed internet connection.
320 means 480x320 pixels resolution. It is used on older phones.
720 means 1280x720 pixels resolution (2500 kbps, 25.000 fps), it is also called HD. If you have a fast internet connection you can stream the videos in HD and it is an ideal size for the download too.
1080 means 1920x1080 pixels resolution (6000 kbps, 25.000 fps), it is also called Full HD. It is ideal for downloading and saving onto your hard drive if you would like to watch the movie in your Full HD television.
I forgot my password, how can I log in?
You need to request a password recovery by clicking the link: Password Recovery
Why can't I log in?
If you have issues with log in, try the below solutions:
- First, refresh the page: Ctrl+R or Shift+Ctrl+R
- Clear Cookies and Temporary Internet Files in your web browser (options/settings menu), then restart your browser and try again.
- Make sure you are using the correct login (passwords are CaSe sEnsitiVE).
- Click the Password Recovery link. This will email a link to you to submit a new password. If you don not receive the email within five minutes, check your spam/junk folder.
If none of the above helps, send an email to support@Queensnake.com.
Why is my account is blocked?
Your account may be blocked by our security system because your username and password were published on password sharing forums and sites.
I have problems with seeing your website. How can I solve that issue?
If you'd like the best viewing experience, we recommend that you upgrade to the most recent version of your browser.Surfing the Web on an old browser may still work, but it doesn't take advantage of the speed and security of the new technology. Certain older browser versions does not support the new video formats.
Our website has been tested on the latest version of the following browsers:
Internet Explorer, FireFox, Google Chrome, Safari
Why can't I play your videos?
Videos on our site are streamed through Adobe Flash player. If you're having trouble playing videos, we suggest you install the latest version of the Flash player
If you'd like the best viewing experience, we recommend that you upgrade to the most recent version of your browser.
Streaming movies require that you have nothing on your computer or network that interferes with the communications between our streaming server and your computer.
The following can cause blockage of these transmissions and therefore the inability to play streaming movies:
Badly configured home router, like a wireless network
Why is the streaming video choppy?
If a video doesn't play continuously, it may be due to your connection speed. If you are not on DSL or cable, streaming the movies will never look good.You'll need a broadband connection of 500+Kbps for the best viewing experience.
If your video download speed is slow or inconsistent, you can try pausing the video until the entire stream is downloaded and then playing the video. If it is still slow, you should try to close the other running browser tabs and applications.
Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download by clearing your browser's cache.
If this doesn't solve your issue, it could be that our servers are experiencing very high traffic. If this is the case, you can try again in a few minutes.
I have dial-up internet connection. Can I watch the videos?
As you may already know, a slower connection simply means slower delivery of services. You only need a little more time and patience than with a faster connection.
For best results, you may want to start the video player and then click on the Pause button immediately. Wait until the loading progress bar has reached the end of the video before playing it. Allowing the entire video buffer lets you watch it without interruption. Remember, the shorter the video, the shorter the amount of time it takes to buffer.
Video won't load. Why?
If you have a broadband connection with at least 500 Kbps but you are still stuck on the loading screen, your Firewall could be blocking our videos. You might want to temporarily disable your Firewall to see if your video loads. If so, you would need to adjust the firewall settings so that Queensnake.com is set as a trusted site in your Firewall software.
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.
How do I open ZIP files?
Open a zip file on your computer you will need one of these programs: Winzip
, Pkzip, Mac Users: OS X has a built in archive maker, right-clicking (ctrl-click) on a ".zip" file should show you the options to unzip the archive. Almost every Mac has a utility called "stuffit" which can also handle zip files. Normally, just double clicking a compressed file launches the utility and unzips the file. If you do not have this utility, you can download it free.
III. Other Questions
Do you currently sell DVDs of your work?
Not currently but if you are interested in buying DVDs, please contact us.