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Customer Service FAQ & Troubleshooting

CALL *

  • US: 704-529-1600
  • Toll-Free: 1-800-628-0241
  • FAX: 704-523-8235

CHAT *

* Customer Service is available Mon-Fri 10 AM - 8 PM Eastern Time.

** Foreign language support is available via email ONLY.

General Questions

How old do you have to be to watch these movies?
You must be 18 or 21 years of age to watch the movies depending upon the age of consent for viewing adult material in your area. You may not allow any person that is not of legal age (for viewing adult content as defined by your governing laws) to view any of the content or images found by accessing this site. Again, the appropriate age for viewing our content may vary depending upon your viewing area and it is solely within your liability to verify what age constitutes legality within your viewing area. By ordering, you are releasing and discharging the providers, owners, and creators of this site from any and all liability that might arise. You must understand and acknowledge that you may be in violation of your governing laws if you breach any of these terms and conditions.
How can I create an account?
You can create an account by selecting "Sign Up" from the navigation. Enter the required information and submit. You will need to add minutes to your account to watch content.
Can I watch these movies on my tablet or phone?
Yes! When you choose the "Play" button, it allows you to enjoy thousands of movies on your Apple, Android or other supported devices.
What if I want to change my account information or reset my password?
For any changes to your information, to get your password resent to you, or check the status of your account, select "My Account" from the navigation.
How can I be removed for the mailing list?
You receive notices at the email address you provided when you established your account. Because we value your privacy, you may request to be removed from the members mailing list by emailing us at [email protected]. Please note that you will still receive order confirmations when you purchase products.

Billing

What if I have a question about a charge on my account?
You may contact us via the options at the top of this page
What forms of payment do you accept?

Visa, MasterCard, Discover, Diner's Club, JCB, Delta, Visa Electron, and gift cards by Visa and MasterCard.

You can also use our ACH Online Check option to pay with your checking account if you are located in the United States, or send us a payment by money order or cashier's check by mail. To pay by mail, please choose the "Pay By Mail" option from our list of payment methods, which will then display the items in your cart, the total amount, your user information and our mailing address. Please print and mail this page with your payment.

Why is my credit card/account being declined?
Transactions are declined for various reasons. The most common reason is not entering the same billing address that your financial institution has on record. Please contact your financial institution directly for information regarding your decline, or try an alternate form of payment.
What is your refund policy?

Refunds are issued on a case-by-case basis. If you are dissatisfied with your purchase, we will provide an alternate option for your purchase; including product substitutions or refunding(if applicable). If you purchase a package of Pay Per View Minutes (PPM) and have used the majority of the minutes, refunding will be denied unless the circumstances require review from our Billing Department. In the even you experience difficulty while attempting playback of any of your purchased products, it is highly recommended that you contact Customer Service for technical support. All refunds and substitutions are subject to managerial review.

Please contact us if you are unsatisfied with our service or are experiencing any unresolved technical difficulties.

How long does it take to receive a refund?
All refund requests are sent to our Billing Department for processing. We ask that you allow 1-2 business days for processing. Once processed, billing will provide correspondence via email. Refunds typically take 5-7 business days to post to your banking account.

Purchasing Minutes

How does Pay-Per-Minute Work?

As the movie plays, time is deducted from your account, calculated to the second so you get the most from your minutes. Note that some movies have a different consumption rate than others and will deduct time at a different rate than movies with a normal consumption rate. Please see the consumption rate section of this help page for more information.

Watch all or part of as many movies as you want. The minutes stored in your account stay there until you use them. To check how many minutes are in your timebank, click on "My Account" and your total will be listed on the top of that menu.

How do I Purchase Minutes?
If you are a new user, and do not have an account, you must first create your free account. If you are an existing user, simply log in as you normally would. Then visit the Add Time page to select a time package to purchase. From there you can add the package to your cart, or use the "Quick Buy" function if you have a credit card already saved on your account. You must be logged in and have a saved credit card on file for the "Quick Buy" function to display.
Does my time ever expire?
Your time never expires.
How do I check how much time I have left?
Your current timebank can be viewed under the "My Account" menu.

Subscription Pay-Per-Minute Packages

What is a Subscription Pay-Per-Minute package?

A Subscription Pay-Per-Minute package is a discounted subscription plan that automatically rebills your credit card every 30 days and adds minutes to your account. The first 30 days are billed at the regular purchase price. The rebill rate is discounted by 10% for all rebills after the initial charge.

When you subscribe, you are billed and the minutes are added to your account for immediate use. Unused minutes always roll over to the next month.

What if I use up my minutes before my next billing cycle?

To review your list of your Subscription Minute Packages, please visit My Account > Purchases > Subscription Minute Packages. To rebill a subscription before your scheduled billing date, choose the "Rebill Now" button listed within that particular subscription's section that you would like to replenish. Your successful transaction will be processed and the minutes will be added to your account immediately. Your next "rebill" date will now be 30 days from when you last replenished your minutes.

You can still purchase non-subscription Minute packages, if you wish. You may have multiple Subscription Minute Packages as well. All of these minutes go directly into your timebank immediately upon successful purchase or rebill.

How can I cancel a Subscription Minute package?

To review your list of your Subscription Minute Packages, please visit My Account > Purchases > Subscription Minute Packages. To cancel a subscription, choose the "Cancel Subscription" button listed within that particular subscription's section that you would like to cancel. Cancelling will stop your subscription minute package from all future re-billing. If you have unused minutes in your account they will continue to be available for use; partial refunds will not be issued for cancellations. As with all other minutes, these do not expire.

If you have additional questions, please call our Customer Support team at: 1-800-628-0241 or 704-529-1600 or send an email to [email protected].

Rentals

Getting Started with Rentals
  1. First set up your free user account.
  2. Once you find a movie you like, choose the "Rental" button to add it to your cart.
  3. Once you have finished browsing our directory of movies, click on the cart icon Cart Icon and you will be brought to the checkout page to complete your order.
  4. To view the movie(s) that you have rented, go to My Account > Purchases > Rentals.
When does the time on my streaming rentals start?
The viewings period for all rentals begin decreasing at time of purchase. Once your transaction has been verified and your product has been delivered to your account, the countdown begins.
How do I know how much time I have left to watch the movie?
Navigate to My Account > Purchases > Rentals. Here you will see how much time remains within your viewing period before your movie reaches expiration.
Can I rent more than one movie at a time?
Yes, you may rent as many movies as you want and watch them until your viewing period has ended for each rental.

Stream 4 Life

What is Stream 4 Life?
Stream 4 Life is a viewing option that allows you unlimited streaming access to a title for as long as that title is available on our platform.

Downloads

Getting started with downloads
  1. First set up your free user account.
  2. Browse the site until you find a movie or scene you would like, then choose the "Download + Stream" button to add it to your cart.
  3. After completing your purchase, navigate to My Account > Purchases > My Movies or My Account > Purchases > My Scenes. Here you will find your available downloads as well as any Stream 4 Life titles that are available.
  4. Click the download link and save the file to a memorable location where you will view these files from.

Consumption Rate

Why does some content consume minutes at a greater rate than others?
In an effort to encourage studios to send us their newest and best movies as close to their street release dates as possible, we must offer certain titles at a higher consumption rate. Other content is placed at a higher consumption rate because studios consider those videos to b rare, hard to find, or special in some other way. While many higher consumption rate titles revert to the regular price over time, some studios with rare content require us to keep their content at a higher consumption rate for even longer. Content with consumption rates greater than or less than 1x will be labeled to indicate the rate of minute consumption.
Why does some content consume minutes at a lower rate?
Movies at less than 1.0x rate are a limited time special discount streaming rate. Content with consumption rates greater than or less than 1x will be labeled to indicate the rate of minute consumption.

Promotions

On occasion AEBN may send out promotional codes that offer discounts or special offers to our users. These promotional codes will be redeemable by entering and applying the code to your purchase on the cart page of this website.

Promotional codes are single use per user and may not apply to some premium products or products that are already on sale. Products not eligible for promotional discount will be identified on the cart page after entering and applying the code.

If you have applied a code and then choose not to use the code at the time of purchase, you may remove the code and your cart prices will update accordingly. If removed, the promotional code will still be available for use on any future purchase up to its published expiration date.

If you have any questions or require assistance, please contact our customer service department.

Google reCAPTCHA

What is Google reCAPTCHA?
Google reCAPTCHA is a free service that uses advanced risk analysis techniques and machine learning to help protect websites from automated spam and abuse. A "CAPTCHA" is a Turing test designed to tell human and bots apart--it's easy for humans to solve, but hard for "bots" and other malicious software to figure out. For more information, see the: Google reCAPTCHA website.
Why am I getting an error message relating to Google reCAPTCHA?
reCAPTCHA functionality is provided by a 3rd-party JavaScript library hosted by Google that is loaded by your browser when visiting our site. Some advertising/content-blocking browser extensions may interfere with the operation of Google reCAPTCHA and prevent the site from working properly. If you receive a Google reCAPTCHA-related error message when using our site, it may be necessary to exempt Google reCAPTCHA from your ad/content blocking software's enforcement rules. For more information, consult the documentation for your particular ad/content blocking software or contact Customer Service for assistance.

Remember Me

How does 'Remember Me' work?

When logging in choose the 'Remember Me' option and we will write a cookie to your browser that will enable us to identity you in the future. This cookie contains just enough data to determine who you are and what device you logged in on. This cookie does not contain your username or password. Logging out of your account will remove this cookie, requiring you to provide your login credentials the next time you login.

I used 'Remember Me', why do I have to login again?

There are a number of reasons why you may need to login to the site again even if you selected 'Remember Me'.

  1. The cookie is expired or deleted.
  2. You are logging in on a different computer.
  3. You are logging in on a different browser.
  4. A new version of your browser changes how we identify your device.
  5. We have changed how the cookie is read.

If you continue to experience problems with this feature, please call our Customer Support team at: 1-800-628-0241 or 704-529-1600 or send an email to [email protected].

Apple AirPlay®

How can I use this Site with Apple AirPlay and the Apple TV?

This site is compatible with Apple AirPlay and the Apple TV. You can use the entire site via AirPlay and / or use our video with AirPlay compatible devices. Please consult this Apple Support page for details.

Google Chromecast®

How can I use this Site with Google's Chromecast?

This site is compatible with browser based casting. You will need to use the Chrome browser and follow the instructions provided by Google for your device.

Customers using current generation Android phones can also cast directly from the player if the following conditions are met:

  1. The Android device must be on the same network as the Chromecast device.
  2. The player type must be set to HLS in order for the browser to detect and cast the video. Please visit My Account > Video Settings to ensure that the "Default Delivery Format" is set to "Apple HLS."
  3. The may not work depending on the specific build of Android and Chrome.

Virtual Reality

I need help with Virtual Reality content?

Please see our VR-Help and our VR-Faq pages.

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