Customer Service
Frequently Asked Questions
Please take a look at our FAQs page to see answers to commonly asked questions about our service. If you are still experiencing problems please e-mail or call us for assistance.
Please note that it's very easy for content to get delayed due to network traffic and your order could take well up to 24 hours to be delivered to your mobile. If you've still not received your order after this time, please contact us by contacting our helpdesk.
MUSIC
Why are certain track numbers missing from each album?
Some songs have introductions which are separate tracks within an album. We
have opted to remove introductions from the play list so that you do not purchase
these as singles. This way, you are paying for actual songs, and not introductions
(which could be as short as 5 seconds).
When will payment be taken from the credit card?
As soon as you submit your credit card details in the payment form, the amount will
be deducted from your card.
How do I pay for the music online?
Customers can currently pay for individual tracks online via their credit card and
from early next year will also be able to purchase any amount of credit through
a prepaid voucher system, available in over 10,000 outlets around Australia.
What are the prices for individual tracks sold in Australia?
Tracks are currently available at several price points, the most common being $1.99.
Prices may vary and are subject to change without notice.
What format does the music I buy come in?
The music you purchase comes in Microsoft's secure Windows Media (.wma), 128 kbit
(DRM wrapped).
What software do I need to play the music I buy?
The music is in Windows Media Audio (WMA) format which requires any Windows Media
capable player - Including Windows Media Player 9, Earjam, sonique, Winamp, RioPort,
and MusicMatch, We recommend downloading the Latest Windows Media Player.
Click to download Windows Media Player
Can I share the music files I purchase with my friends ?
Yes. You can give your music files to your friends. Your friends will need to download
the required software as mentioned above. Once they begin to play the track they
will be given the option to visit Thewigglesondemand.com to complete the
purchase. Once purchased, your friends can start listening to the music without
needing to download the content file.
I have deleted my music content. Can I download it again ?
Yes. By using the username and password you provided when you purchased your music,
you can login and download any files you have previously purchased. You will only
be able to play the downloaded music files on the computer used to originally purchase
them.
I need help and my question is not answered here.
For support issues please visit our customer service – Online Support section or click here.
What directory will my music be stored in on my PC for later use ?
Music downloaded from thewigglesondemand.com is stored in a user defined location.
When you elect to download a file from the system a dialogue box will ask where
you wish to save your files.
We suggest that users create a separate directory on their system
to store their digital music content. By using one location on your computer you
are less likely to forget where you have placed your valuable files.
If you are having problems finding your files consult your operating system manual
for help on searching your hard drive or consult your web browser documentation
for information on downloading and saving files.
What is a license?
You will be issued a License when you first play each of your purchases. This License
contains the Usage Rules that are set by each individual Record Label. At the moment,
standard usage rules are;
Territory: Depending on where the Artist has the rights to sell their music ie.
Australia & New Zealand or Worldwide.
Burns: 3 Burns to CD
Re-Install: Up to 4 re-installs per year.
Portable Devices: Unlimited transfer to portable music players/devices that can
use Windows DRM licensing rules.
How long is my license valid for ?
Licenses issued for thewigglesondemand.com media files are valid for varying periods of
time. When you purchase your media the license details, including duration will
be presented.
The majority of content available on the site is offered as a non-exclusive lifetime
license to access the content. CD authoring and transfer to digital players is generally
enabled.
Who do I contact if the download does not work?
Visit our Support section.
What happens if my PC breaks?
Your usage rules will specify how many reinstalls you are allowed.
RINGTONES
What is a ringtone?
A ringtone is a melody that is played on a mobile phone, when the phone is receiving a call. You can change your ringtone as many times as you like and make your phone sound as original as possible. Most phones have ringtones pre-programmed by the manufacturer but if you want to personalise your phone just check out our range of ringtones. If you have a compatible mobile phone you can change your melody or ringtone as many times as you like!
What is a mono ringtone?
Mono ringtones are melodies that consist of a single instrument or produce one single note at a time. Have a listen to the previews on our site before you make your purchase but please check that your phone is compatible before downloading.
What is a polyphonic ringtone?
Polyphonic ringtones are rich synthesised sounds using a combination of instruments to audio produce musical sounds. Have a listen to the previews on our site before you make your purchase but please check that your phone is compatible before downloading.
What is a realtone?
Realtones are a type of ringtone. These ringtones are cover versions of songs and are not sung by the artist displayed. The artist displayed on the website is not the real artist; the name is only used for search purposes only. Have a listen to the previews on our site before you make your purchase but please check that your phone is compatible before downloading.
What is a Sound Effect tone?
Sound Effect tones are real life noises or voices which you can download on to your handset. Some phones allow you save these tones as your ringtone and/or SMS message alert noise. Have a listen to the previews on our site before you make your purchase but please check that your phone is compatible before downloading.
How many ringtones can I save on my phone?
Most phones are programmed to store a number of ringtones. Please check your phone's manual to see the storage details.
What do I need to download ringtones?
You will need to have a phone which is capable of downloading ringtones. You will be asked to select your compatible phone to proceed to the song list whenever you select polyphonics, mono ringtones, real tones or the brand of your phone. We hope to bring you ringtones that are compatible with more phones but in the meantime, please be aware that attempting to download a ringtone from our site to an incompatible phone will attract a charge. To specifically download polyphonic ringtones and real tones, you will need WAP & GPRS activated to connect to the WAP browser to download your items via your mobile phone. SMS cannot be used to deliver these type of downloads. Please arrange with your mobile service provider to have your WAP & GPRS connection activated.
How often are new ringtones added?
New additions will be added on a regular basis as they become available to Wiggles OnDemand.
What happens if I change my mobile phone, but not my mobile number?
Ringtones are saved to your phone. So if you were to switch to a new mobile phone, any ringtones you have saved will not longer be available.
Can I send a ringtone to another mobile phone?
No, you cannot send a ringtone to another mobile phone. Our service does not allow for customers to forward a ringtone to another mobile phone. It is possible to download and save a ringtone of your choice to another compatible phone other than your own but it is not possible to send a ringtone from your phone to another.
GRAPHICS
What is an operator logo?
An operator logo is a black and white image that can be used to replace your mobile service provider text. The text that you will have on your phone will initially be either 'TELSTRA', 'YES OPTUS' 'VODAFONE' or ' VIRGIN'. Operator logos are compatible with Nokia models only so please check that your phone is compatible before downloading.
What is a picture message?
A picture message is a black and white image that you attach to an SMS message when you send and SMS to your friends. They are compatible with Nokia models only so please check that your phone is compatible before downloading.
What is a wallpaper?
Wallpapers can be a colour or a grey-scale image that you can save on the display of your phone. It is visible most of the time when the phone is switched on. Please check that your phone is compatible before downloading.
What is a screensaver?
Screensavers can be colour or grey-scale animated or still images. You can set them to appear on your phone while you're not using it when it is switched on. Please check that your phone is compatible before downloading.
How many operator logos can I save on my phone?
Nokia phones only store one logo at a time.
How can I change my operator logo to my previous downloaded logo?
Unlike ringtones, the phone can not store multiple logos. If you download a second logo, the first logo will be replaced and lost.
How can I remove an operator logo altogether?
If you no longer want a personalised operator logo, you can return your phone's display to the original mobile service provider default logo. This is the logo that was first displayed when you purchased your phone and signed up to a mobile service provider - either 'TELSTRA', 'YES OPTUS', 'VODAFONE' or 'VIRGIN'. You can return your phone's original display just by simply texting REMOVE to 191 191. You will then receive a message saying 'Operator Logo Received.' This will be a blank message, which you will need to save to replace existing logo. Please note . your carrier logo will not be restored. You must save this logo for the change to take place.
What do I need to download graphics?
You will need to have a phone which is capable of downloading graphics. You will be asked to select your compatible phone to proceed to the content list whenever you select wallpapers, screensavers, operator logos and picture messages or the brand of your phone. We hope to bring you graphics that are compatible with more phones but in the meantime, please be aware that attempting to download a graphic from our site to an incompatible phone will attract a charge. To specifically download wallpapers and screensavers, you will need WAP & GPRS activated to connect to the WAP browser and download your items via your mobile phone. SMS cannot be used to deliver these type of downloads. Please arrange with your mobile service provider to have your WAP & GPRS connection activated.
Can I send a graphic to another mobile phone?
No, you cannot send a graphic to another mobile phone. Our service does not allow for customers to forward a graphic to another mobile phone. It is possible to download and save a graphic of your choice to another compatible phone other than your own but it is not possible to send a graphic from your phone to another.
WAP
What is WAP?
WAP stands for Wireless Application Protocol. WAP is used for accessing the internet with mobile phones.
Why do I need WAP & GPRS activated to download polyphonics, realtones, screensavers, wallpapers and sound effect tones?
You will need WAP & GPRS activated to connect to the WAP browser to download your items via your mobile phone. SMS cannot be used to deliver these type of downloads.
How do I set up my phone to use WAP?
Please contact and arrange with your mobile service provider to have your WAP & GPRS connection activated. When your mobile service provider confirms your connection, please locate within your phone's menu your WAP access area and select either 'WAP Sessions', 'WAP Set-Up', 'Services', 'Internet' or equivalent. Then select your settings and select your GPRS mobile network and set as default. Your phone is now set-up to use WAP! If you're still experiencing problems please contact your phone manufacturer.
Note: If your mobile network is not listed in your WAP Sessions', 'WAP Set-Up', 'Services', 'Internet' or equivalent, your mobile service provider has not activated your WAP & GPRS connection. Please contact your mobile service provider to activate your service.
Can I download polyphonics, realtones, screensavers, wallpapers and sound effect tones using a normal mobile service?
No, WAP or GPRS access is required to be able to download the item.
What happens when I download an item to a mobile phone that is not in a mobile service or coverage area?
You will not be able to download via WAP if you are not in a mobile service network coverage area as you will not be able to access the WAP service.
MOBILE RELATED COSTS
How much does this service cost?
Content Download To Mobile Handset Charges
Content downloads costs $4.99AUD per item. This price may change without notice.
WAP and GPRS Charges
Please check with your mobile service provider to get details of these charges.
Will I still be charged if I discard my download?
You will be charged for every download you request regardless of whether or not you save it to your phone.
Will I still be charged if I try to download an incompatible download?
Yes, you will still be charged for the item you attempt to download, even if it is not compatible with your mobile phone.
Can I download ringtones if I am a pre-paid customer?
Yes. This service is not available to CDMA customers.
Please make sure you have WAP & GPRS activated on your phone before attempting any downloads. Access to this download service may in some cases be restricted for your set-up, please review your contract with your mobile service provider.
CUSTOMER SERVICE
Who can I contact for assistance?
If you require any assistance please contact our helpdesk team.
GENERAL
Can I use this service with any mobile service provider?
This service is available to a set of mobile service providers and limited to Australia, New Zealand and North America at this point in time. For a list of approved mobile service providers for this service, click here. This service is not available to CDMA customers. Please make sure you have WAP & GPRS activated on your phone before attempting any downloads. Access to this download service may in some cases be restricted for your set-up, please review your contract with your mobile service provider.
Who can download these items?
You must have a compatible phone. When you start searching for your favourite download on our site you must always select your phone first. Your selected phone is then always visible on the top left-hand corner of the page so please make sure your phone is displayed before purchasing your selected item for download.
How do I download the item I want?
Once you're on the buy page of your preferred download item, please follow the step-by-step instructions. If you have selected a mono ringtone, operator logo, or picture message you will receive an SMS containing the item. You will be prompted to either save or discard. Please make sure you select save first otherwise your item will be lost. If you're downloading any of the other items, you will receive a SMS containing a WAP PUSH / SERVICE MESSAGE. Simply follow the prompt and WAP instructions to download your item - please refer to your phone instructions manual on how to use WAP PUSH MESSAGES otherwise contact your phone manufacturer.
What is Mobile Number Portability?
On September 25, 2001 Mobile Number Portability was introduced in Australia. From this date all Australian mobile phone users were able to keep their mobile phone number when crossing over to another mobile service provider.
What is an SMS?
SMS is a 'Short Message Service' text message. It is made up of a maximum of 160 text characters - characters are not only letters but they also include spaces and punctuation. If you are not sure how to create a short message, please refer to your mobile phone's manual or contact your mobile phone mobile service provider.
Who can receive an SMS?
Anyone can receive an SMS as long as you stay within the maximum length of 160 characters.
What is a WAP Push/Service Message?
WAP Push messages are specially formatted SMS messages that display an alert message to the user, and gives the user the option of connecting directly to a particular URL via the mobile phone.s WAP browser. It is an address used to go to a WAP site destination with a push of a button. For example, http://auwap2.itouch.com.au/sdd/12345678/index.wml is a WAP URL. A WAP site is accessed via your phone, not using the Internet on your computer. You must have GPRS set up on your phone to access a WAP site.