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        Help

        Account

        Do I need to set up an account to purchase downloads from HMV Digital?

        Yes - to create an account, click on sign in and enter the required information under ‘Sign Up’. To sign into an existing account, please enter your email address and password and click ‘Sign Up’.

        If you experience problems signing in, please get in touch via the contact us form

        How do I change my email address/password?

        To change your password or email address, please get in touch via the contact us form

        Shopping

        Can I buy CDs from hmvdigital?

        hmvdigital sells digital downloads only. We offer 100% DRM-free High-Quality
        MP3 digital downloads. We do not offer CDs, DVDs or other physical products.

        How do I add music to my shopping basket?

        When you are browsing the store, you can add several items to your basket before completing checkout.

        *To add a whole album to your basket, click on the “buy” button next to the album artwork.

        *To add single tracks to your basket, click on the ‘+’ button to select the track you want to buy. Your selected purchases will then be added to your shopping basket, ready for checkout. To remove items from your basket, click on the ‘x’ button next to the track you wish to remove.

        Paying

        How do I make a payment?

        You can complete your purchase by clicking on the checkout link, which appears throughout the store underneath your shopping basket. We accept most major credit/debit cards as payment, PayPal, as well as promotional hmvdigital voucher codes.

        How do I update my payment details?

        You can add a new card to your account on the checkout page under the "payment method" section by pressing the "add card" button

        purehmv

        Can I earn Pure points for my music downloads at hmvdigital.ca?

        Yes. Registered purehmv members can earn 50 pure points for every $1.00 (pre-tax) spent purchasing music downloads at hmvdigital.ca. Pure points will be added to your account within 15 working days after purchase. You currently won’t see a confirmation of the number of pure points earned during your transaction, but we are working to add this functionality in 2014. If you have any questions regarding points earned on music downloads please contact: pureservice@hmv.ca

        How do I redeem points for digital track packs?

        Log on to purehmv.ca and select Digital Track Pack(s). These can be located by performing a search for "digital track pack" or by navigating to puremusic - gift cards - hmvdigital.ca downloads from the left navigation section on the home screen.

        Enter the number of track packs you would wish to purchase in the quantity field and click "add to basket". When you are ready to complete your order, click on the "checkout" button. To complete your order, simply click the "place your order" button.

        How will I receive my tracks?

        Upon order completion, an order receipt page will appear, displaying your order reference number, along with your hmvdigital.ca PIN code(s). You will also receive an email containing your order reference number and PIN code(s). You will be issued one (1) PIN to use until all of your purchased tracks have been downloaded or expire.

        Do I receive pure points for purchases made on hmvdigital.ca when I use a PIN code?

        No. Redemptions using PIN codes are not eligible to earn pure points.

        I can not log on to hmvdigital.ca with my hmv.ca / purehmv.ca account info.

        You will need to create a new account specifically for hmvdigital.ca. Your hmv.ca/purehmv.ca account will not work on this site.

        How do I use the PIN at hmvdigital.ca?

        Add your desired tracks to your basket. Click "checkout" to proceed. At the checkout page, you will see a box labelled "Enter PIN here" below your basket. Enter the PIN code in the box provided and click "apply".

        How long are my hmvdigital PINs valid for?

        Once ordered, your PIN code is valid for six (6) months and can be used until all tracks in the pack are used. Please note that hmv is not responsible for lost PINs and they cannot be replaced.

        What if my PIN code doesn't work?

        Please contact the hmvdigital customer service team by using the link at contact us. Include the details of the download you are having trouble with and the type of problem that you have experienced.

        Downloading

        How do I download my purchased tracks?

        You can access your downloads at any time by visiting your my hmv music locker from your computer or your mobile device.

        To download your purchases, click on the download icon button (two downward facing arrows) to the right hand side of the track. When prompted, choose the format you wish to download and click on the download button again. Your tracks will then begin downloading to your computer or mobile device.

        You can also stream your purchased tracks by clicking on the play button underneath the track title.

        For any other queries, please contact our customer service, who will be happy to assist you further.