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Welcome to eircom Music FAQs. Browse through the following frequently asked questions to find out more about downloading music and other content onto your PC or mobile phone.
Registration:
How do I register?
Why do I need to register to use eircom Music?
How can I edit my registration details?
Where can I see my licence information?
Using the site:
Do PC downloads from eircom Music work with the iPod?
What PC set-up do I need to use eircom Music?
How do I find music on the eircom Music site?
How do I preview music?
How do I download tracks?
I just want to download a track but I can't!
Where can I see my licence information?
How do I cancel the service?
Buying music:
How to buy music
How do I download the music I have purchased?
Playing your downloaded music
Burning and transferring tracks
Mobile downloads
Mobile download connection trouble
I just want to download a track but I can't!
Ordering & billing:
I want to pay by Maestro / Switch / Solo / Electron. Why can't I?
Why is my order still saying "awaiting payment"?
How will my order appear on my credit card bill?
I ordered by text or orderline and I am a contract customer, what will I see on my bill?
My card keeps being rejected saying it's not valid! Why won't it work?
Can I use American Express?
My card was rejected even though I know it's right!
It says that the order can't be placed because of my country?
What happens after my order is placed?
I just want to download a track but I can't!
Media Players:
Do PC downloads from eircom Music work with the iPod?
Where can I find an MP3 player?
The file won't play and it says it needs a licence?
PC & Licencing:
I tried the Download Manager but it wont work!
I have Internet Explorer 6 or more, and it still won't work
I used the Download Manager. How can I get rid of it?
Where are the tracks I downloaded?
I still can't find my files, what now?
The file won't play and it says it needs a licence?
I tried to get the licence but it says it can't get one?
Why would I need to contact customer care to have the licence re-issued?
Where can I see my licence information?
What happens when I reach my licence limit?
My problem is with a mobile item, what now?
What is the difference between a licence and a transfer?
How many transfers to a portable device do I get?
How do I transfer music to a portable device?
Mobile Download:
Can I put PC tracks on my phone?
I lost the download link, how can I get it back?
Can I download to my computer and transfer the songs?
How much does it cost to download to my phone?
On the download page I get "Error could not load the order. Invalid order id."
On the download page I get "We are sorry, but your order has expired."
On the download page I get "We could not find a file for your handset. Please contact customer care for assistance."
My download is taking forever!
My download keeps failing!
I downloaded my content but the phone says "file too big" or similar
I downloaded the content but I cannot find it! Where is it?
I downloaded the content but I cannot play it back, and it takes me to the WAP site!
My phone says it has received some "un-signed" item, what is it?
I received a message but it is showing only numbers or says "activation key", what is it?
I am not receiving any messages or WAP pushes at all! What now?
Guides
How-To Guides
To register please go to the "My Account" or "Sign In/Out" page and click on "create an account".
You need to register with eircom Music so that we can create an account for you to buy and manage your PC downloads. If you also purchase mobile downloads, we can link your mobile purchases with your account. However, if you are simply buying mobile content, there is no need to register.
Registration is very simple. Click here to access the registration page and follow the instructions. Once you have registered, just click the "Sign In" link whenever you visit this site.
Click on the "Sign In" link and follow the on-screen instructions – you can change your password, update credit card details and amend your contact details here.
You will need a PC that is running Windows XP and Windows Media Player version 10 or above. Apple Macs are not compatible with this service.
Enter the name of an artist or track in the search box, or click on the artwork or artist name of a featured product to see more information. You can then listen to a preview of the track or add it to your basket.
Click on the listen icon next to your selected track to preview it. To listen to previews of more than one track, click on the icon 
for each track (or, if it is an album or multiple track single, click on the ‘listen to all’ icon at the bottom of the track information panel). Use the drop-down music player (towards the top-left of the homepage) to skip, listen again or add previewed tracks to your basket.
If you are buying music to download onto your PC, you will need to purchase the tracks you have selected before downloading them onto your PC (see below for details of how to use the download manager). If you are buying mobile content, this will be delivered ‘over the air’ straight to your mobile.
eircom Music is not a subscription service and there is therefore no need to cancel.
You may wish, however, to delete your account. Unfortunately we cannot delete your account as you may have content associated to it. Deleting your account would mean that you lose access to any purchased content.
If you have credit card information stored with us, you should Sign In go to "My Account" and delete it.
PC downloads can only be paid for with a valid credit card. You may store your credit card details with your account (but this is not required). eircom Music accepts the following cards:
eircom Music does not accept debit cards such as Maestro (Switch) at this time.
If you are purchasing mobile content by text message, you will be charged by reverse bill text messages sent from 57242 or 57885. Each message costs €2.00 unless otherwise stated in the text. You will also be sent a non-charged WAP Push ‘service message’ which you need to use to download the purchased content. Please ensure you have sufficient credit to pay for your order as the download link will not be sent until the order has been paid for in full.
Once you have selected the tracks you want to purchase, if you are not already signed in, you will be prompted to do so. Then simply follow the on-screen instructions.
Once you have purchased your tracks, you will be taken to the download manager section. You will be prompted to save the tracks into a folder on your PC, usually in your ‘My music’ folder.
Most tracks will download in a couple of minutes, although this largely depends on your PC’s internet connection speed.
Music downloaded from eircom Music is delivered as Windows Media Audio (WMA files which are protected by Windows Media DRM). You can play your files using your PC’s Windows Media Player. The first time you play your downloaded track, eircom Music will send you a licence that governs the number of times that you can burn or transfer a track.
Once you have downloaded your music, you will need to use the Windows Media Player to burn tracks to CDR or transfer them to a portable device. Please note that to burn tracks to CDR, your PC will need to be equipped with an appropriate CD burner. Tracks can only be transferred to portable devices that support Windows Media DRM 9 or above – if in doubt, please check with the device manufacturer.
eircom Music PC downloads are not compatible with the Apple iPod.
Mobile content (realtones, polyphonics, fulltrack to mobile, etc.) is delivered via WAP / GPRS. You may incur data charges while downloading. For fulltrack to mobile we strongly recommend using a 3G service and that you have a mobile data tariff. If you are unsure about your handset capabilities or WAP connection, please contact your network provider.
All licenced mobile music content is supplied as forward locked. Check our compatibility service before ordering, as mistakes are not refundable.
If you have not received a download link from us, we may still be waiting for the order to complete. If you have paid by SMS, please allow up to 72 hours for the order to be completed. Your download link will not be sent until all the billed messages have been successfully delivered.
If you still have not received the download link after 72 hours, contact our customer care team and they will re-send it. This will be sent as an SMS message for Three customers.
You may get an "Unable to connect" or "Connection not available" message while trying to download your order on your phone. This error message is sent when your handset cannot connect to the mobile internet.
You can help to prevent this happening by making sure you have an active internet service on your account (or credit if you are a pay-as-you-go user) and that you have a good signal. Many handsets have an icon for "GPRS" connection. For example, SonyEricsson handsets have a blue background colour on the signal meter at the top left of the screen to show GPRS signal. Please check the phone manual or manufacturer website for your handset if you require more information.
If you still have connection trouble, please contact your network to make sure you have mobile internet enabled and that your phone is able to receive the service.
All these cards are debit cards. At this time, we do not accept them. You must use a credit card (e.g. Visa or Mastercard or JCB).
No, we do not accept American Express.
We check your card number is valid for the card type you have selected. If it does not match the criteria, the card number will be rejected. For example, if you select "Credit Card" and enter a debit card number, it will be rejected.
The address you enter must exactly match the address on your credit card statement. If it does not match, your card will be rejected. This is to prevent fraud.
Our store is limited to where we can offer content for sale. If you wish to know more about the territories we support, please contact customer care.
Click on the continue link to be taken to the order details page.
Alternatively, click "My Account" and then choose the most recent order to view it.
We make the payment request in the background. The status will update once we know if your payment has been successful.
If you ordered by SMS, please allow up to 72 hours for your order to be completed. This is because of delays in receiving acknowledgements from the network operators.
Your order will be listed as being to DX3 Technologies Ltd. or DX3 Technologies Euro.
Contract customers will see an entry for "Third Party Services" on the bill. Full itemisation on your bill may be broken down into text messages sent, listing the shortcode used (57242) and then one or more premium rate messages received. Depending on the network these may be listed with the shortcode, or they may just be listed as values.
If there are several shortcodes in use, you may see bills in various amounts from these shortcodes.
Individual links for each track are below the album details. There is an icon that looks like the following and has the text "Click to download". Click the icon and your track will be downloaded. See this image as an example.
Click to download icon 
if the track has been downloaded it will look like: 
Please see our Mobile FAQ for help with mobile downloads.
Windows Media DRM files are not compatible with the iPod. In order to download from eircom Music, your MP3/media player must support Windows Media DRM. Windows Media DRM is usually identified by the "Plays for Sure"™ logo. For more information about Plays for Sure and Windows Media DRM, please go to: Microsoft.com: Plays for sure or Microsoft.com: Media Player Home .
You can find MP3/media players at most electrical stores. For a list of devices that support Microsfot DRM please visit: Microsoft.com: Plays for sure
The Download Manager will only work with Internet Explorer 6 or above. It will not run in any other browser. Please ensure you are using Internet Explorer before attempting to use the Download Manager.
Detailed instructions on how to install and correct most issues with the Download Manager are included when you start to use it. Please follow the instructions given.
You may have to disable pop-up blockers temporarily to allow the Download Manager to install.
You can remove the Download Manager very easily using the Control Panel, "Add / Remove Software" applet.
You can access this by going to "Start", "Control Panel", "Add / Remove Software", scroll to find "DX3 Download Manager" and click "Remove" or "Uninstall".
When you clicked the link to download the tracks, you were asked for a place to store them. This is usually "My Documents" unless you specified an alternative location.
Please note where you save your files to, so that you can easily locate them once the download has finished.
If you are still having trouble locating your downloaded files, click on "Start" go to "Find Files, Places or People" or on Windows XP "Search". This will open the search box.
In the "Search for" box enter *.wma and hit "Search". The search will attempt to find all files ending with .wma. For videos you can use .wmv.
Any matches will be listed. You can double click the file to open it, or you can right-click and select "Open Location" or "Open Folder" to go to the folder where the files are located.
All media is supplied using Digital Rights Management technology. Before you can play the file you must obtain the rights to play it.
This should happen automatically the first time you attempt to play the file - however you must use a Windows Media DRM compatible player or the rights will not be downloaded.
The media file can only be licenced a set number of times. If you have reached this limit (between 3 and 5 requests) you will need to contact customer care and have the licence re-issued.
Licences are re-issued on a per item basis. Some items are allowed to be re-licenced 5 times, some only 3. A re-licence is when the content is downloaded to a machine that has not had the content before. The content must be licenced, and this process reduces the licence count by one.
Formatting, re-installing, replacing the hard drive, all require the content to be re-licenced unless the licences are previously backed up (this facility was removed from Windows Media Player 11+). Similarly downloading and attempting to playback the content on any other PC will use another licence attempt.
Once all attempts are used; the customer must contact customer care to have the licence count reset.
You can access the licence information on each file you download. Simply locate the file on your computer, right-click it, select Properties and then select the tab named "Licence". This will detail the usage rights you have.
You cannot see this information directly from the Store but you can see if you still have licences left. To do this, go to My Account and login. Then go to your order and click to view the details. The track download links for each individual track will tell you if you are out of licences.
When you reach the licence limit, you will not be able to licence the track again. This means it will not playback. To have your licence count reset you will need to contact Customer Care.
You will see the following text:
License Delivery Failed
You have already been issued with the maximum number of licenses permitted. Please contact eircom for more information.
A licence contains the usage information for your content. A licence is always downloaded to a PC. Without a licence you cannot use your content.
A transfer is the copying of a licenced piece of content to a portable media device. The content must first be correctly licenced before you can transfer it.
The number of transfers varies from Label to Label, however it is usually between 3 and 5 transfers. The remaining transfers can be found on the "Licence" tab on the file properties.
PC fulltracks generally do not work with mobile phones.
However, if the phone supports Windows Media Audio and Digital Rights Management it may be possible. Any "Plays For Sure"™ device should be able to take a PC track. You must use Windows Media Player 10 or above to transfer the track.
If the phone supports Windows Media Audio files and Digital Rights Management, then you should be able to use it as a "Portable Media Player". After you have connected the phone to your PC, use the synchronise options within Windows Media Player to add the protected files to your phone. You must have already downloaded the licence for the track you wish to transfer. You can do this by playing it at least once.
For further information please consult your phone manual and the Windows Media Help file (either press the F1 key at the top left-hand side of the keyboard, or click on Help and select Help Topics).
We recommend that you use our mobile content with your mobile phone in order to get the best experience possible.
Useful links (open in a new window):
Microsoft.com Windows Media Home
Microsoft.com Devices 101 - How-to Center
Microsoft.com Windows Media Knowledge Center
First check your phone for the link. It might not be in your "SMS Inbox". For example, some Nokia handsets have a "Service Message Inbox" under the Browser application. The WAP push / Service Messages will be listed here.
If you have lost / deleted or never received the link, contact customer care who will be able to re-send it to you. This can only be sent to the phone number used when ordering. Please ensure you include your phone number AND order reference if you have it available.
No, you cannot download any mobile items to your computer. They must be downloaded to your phone.
For detailed and current information about data charges please contact your network operator who will be able to advise you on all the options available to you.
We cannot recommend any single service or list prices as these are constantly changing.
The best advice if you wish to download fulltracks and video is to get a dedicated data plan or a data allowance.
Your download link is invalid. Please contact customer care to have it resent to your phone.
The download link is active for 30 days from your date of purchase. Once the 30 days are up it is no longer valid. If you wish to re-download your item again, please contact customer care and ask for the order to be extended.
The most common reason for this error is that you have ordered a piece of content without first checking the compatibility of your phone. Please take care to check your phone?s compatibility before ordering to prevent this happening. Refunds are not usually offered for incorrect orders. Compatibility information is readily available on the website and via the WAP site.
Occasionally, our phone profiles are not quite up-to-date and your phone may not be configured correctly or may not be on our system yet. While we try to remain current, this is not always possible because of the number of new handsets that arrive into the market.
Incorrect profiles can be addressed quickly allowing you to download your item. If your handset is not in our system, then you may be entitled to a refund.
Some of our files are very large (for a mobile). Fulltrack to mobile and video files can take substantially longer to download than a realtone or polyphonic tone. We strongly recommend using a 3G capable phone with a 3G data plan if you wish to download fulltrack and video.
When you are downloading large files make sure you have a good reception and preferably a "3G" (high speed) service. For best results you should start the download and leave the phone on a flat surface until it has finished.
Sometimes it can take several extra minutes for the download to complete. Please be patient. If you continue to have problems you should contact your network operator and ask them if there are problems with the mobile service.
This error appears when we try to send a file, but it is too big for the phone to handle. In this case, it may be possible to send a smaller file. Please contact customer care. If the issue cannot be resolved you may be eligible for a refund.
Depending on your phone, the content can be stored in several places. Some handsets allow you to choose where to save the content as it is being downloaded. We recommend that you place your content in a "Music" folder if you have this option.
On SonyEricsson phones, all audio downloads will be delivered to the "Music" folder on your handset or memory card. Video downloads will be delivered to the "Video" folder.
In some rare cases the content can only be accessed from the browser under the "Secure Downloads" section. You can reach this from the "View" menu. You should be able to move the item once it is fully downloaded. Please check your phone instruction manual.
You need a licence that is sent separately to play this file. If you have already paid for and downloaded the item, it should have been sent after you successfully downloaded the file. Please allow up to 24 hours for this file to arrive to your handset.
If you do not receive the licence, please contact customer care who will be able to re-send it. Please note: The licence can only be re-sent to the ORIGINAL phone number used when the content was purchased. We are sorry, but we cannot change the phone number.
What you are seeing is the Usage Rights for your content. Depending on your phone these are handled in several different ways. On some Nokia handsets, particularly Series 40 Rev3 and above, it appears as an "un-signed" key. You need to accept and use the key to unlock your content. If you refuse to accept the key your content will remain locked.
If you have recently downloaded a piece of protected content, you will receive a text message showing mainly numbers - this message displays the usage rights for your content. Before you can play the file you will need to open this message. When you open it, your phone will update and you should see the licence details for the content you downloaded and the location where the file can be found. This is most often seen on Nokia Series 60 Symbian based handsets.
If you are having difficulty receiving the licence files and / or WAP pushes, you may need to perform a "hard reset" of your phone. While your phone is turned ON, remove the battery cover and then remove the battery. This will enable the phone to re-connect to the network and re-register. This should resolve any issues with receiving messages.
Please note: We do not accept any responsibility for damage to your handset.
We have several guides to help you with our service. They include screen shots and photos and cover both PC and mobile.
Guides:
PC How-To Guide
Mobile How-To Guide
