скоra
скоra June 27, 2012 19:15

Movie not loading

Hi,
I made a single-movie payment to watch 'Sex My Life,' and it is not loading at all. Is this something that can be fixed, or could I please receive a credit for another film?
I hope this is the right place to report this problem. Thanks.
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  • Maximilian EMPLOYEE
    happy I’m confident
    Maximilian (Employee) June 29, 2012 16:33
    Dear скоra,

    This is absolutely the right place to report this problem and I hope we can fix it.

    I have checked the file on our server and it is playing fine on my side.

    Your IP-address shows that you are in Russia, but we do not have the rights to show SEX MY LIFE (http://mubi.com/films/sex-my-life) in Russia, so the film isn't available there. This means you shouldn't even have come so far to be paying for this film. Are you using any proxy that is changing your IP-address?
    Or are you just currently in Russia and did you try to watch the film in another country?
    And how are you accessing MUBI (PC/Mac, Boxee)?

    If you could answer me the questions, we will try our best to fix this problem.

    Best regards,
    Maximilian
    MUBI Support Team
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  • скоra
    скоra June 29, 2012 17:03
    Maximilian,

    Thanks for your reply. I am in Russia and am not using any kind of proxy for my IP. I just checked the film, and now it says it is not available to watch. So something must have gone wrong there... I am using a Mac.
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  • Maximilian EMPLOYEE
    happy I’m sorry
    Maximilian (Employee) June 29, 2012 17:20
    Dear скоra,

    Apologies again for this problem and thank you for your reply.

    This problem was actually caused by bad timing how it looks as our license for this film ended today and we had to take it offline.
    I am sorry that you know can not watch that film that you wanted, but I credited your account with the amount you spent on it so you can watch another of our 808 films that are currently available on MUBI in Russia.
    You will find the credit in your account at https://mubi.com/subscription

    Sorry again and please let me know if you have any other problem again.

    Best regards,
    Maximilian
    MUBI Support Team
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    good solution! good solution! (undo)
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