BandTrax FAQ - POSSIBLE ORDERING PROBLEMS

 

I can't find what I want when I search.

My Credit Card is being declined. It should be O.K.?

When I click the "Pay Now" button, nothing happens!

I am getting an ERROR 605 message when completing my order!

I can't open the Email attachments you sent!

I didn't get my order! Why hasn't it been sent?

I got the electronic invoice but there is not any attachment.

I got the electronic invoice but I can't open the attachment.

I am an Elite Member and I forgot to log on when I ordered. I didn't get my discount.

How to make sure you receive your BandTrax email order.

 

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I can't find what I want when I search.
  To use the BandTrax site you must have JavaScript, Cookies and Pop-Ups enabled. The site uses JavaScript to validate user input and cookies to identify you as a user while searching or using the shopping cart. Cookies are returned only to the Web server from which they were issued and all session cookies expire automatically when you quit your browser. Pop-Ups are used for various help and graphic displays. Failure to have the correct settings on your browser will result in blank pages, empty blue screens and failure when using the shopping cart. Test your browser here.

Once your browser is correctly configured it is recommended when entering search criteria that partial words be used. Why? You get a more comprehensive result. Use artist surnames or partials, and key words or partials for song titles. If youíre not sure of the spelling donít worry Ö use parts of the words you are sure of. As an example we could use pres for searching titles by Elvis. We could use Elv, or vis, or even Elvis. We could have also used sley, or ley, or presley. Believe it or not we have seen searches on Alvis and Presly. This is where the partial search is beneficial. And if you already know the catalogue number of the MIDIfile you need, you can enter that also.
 
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My Credit Card is being declined. It should be O.K.?
  If your credit card is being declined yet you know there are funds available, you have three options. Firstly, try again. Make sure NOT to use any spaces between the card numbers. Secondly, contact your card provider. We have been advised that many credit cards are now being "coded" to not allow Internet Transactions from certain territories. Ask your card provider to remove the filter. Thirdly, you can go to our web pages at www.bandtrax.com.au then go to the Order Form page. Select the second ordering option, The BandTrax Order Form, and place your order from here. We will process your order and details thru a non-internet connection. This procedure can not be "instant download" as we must complete your order manually via a secure stand alone terminal, however we will be as quick as we can in forwarding your order.  
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When I click the "Pay Now" button, nothing happens!
  This is possibly due to some type of filtering within your system. You will need to DISSABLE any filtering that will stop JAVASCRIPT. This may require you to lower the script settings in your browser or 3rd party security software. For example, ZONE ALARM has JAVASCRIPT blocking in Privacy>Main>Mobile Code Control.

If you are using Windows XP Service Pack 2, check your IE advanced settings. Pop-Up and other filtering is ENABLED by default. You may need to disable those settings.
 
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I am getting an ERROR 605 message when completing my order!
This is due to the use of over intense security within the banking system. You must use an Email address with 3 or more characters following the @

e.g. 12@ie.co will FAIL 12@iea.co will PASS
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I can't open the Email attachments you sent!
All Email orders are sent from BandTrax as Email attachments with your invoice. To open your BandTrax order you will need WINZIP (www.winzip.com) or similar unzipping software. If you are using Outlook Express Version 6 or later you may need to reduce the security settings restricting attachments as the default setting filters out many attachments. Open Outlook Express then go to Tools, Options, Security and UNCHECK the box that says "Do not allow attachments to be saved or opened that could potentially be a virus."
We will not be held responsible for any changes made by you and strongly recommend using quality Anti-Virus Software instead of the strict filtering parameters within Outlook Express.
You should also check your firewall settings as many default to not allowing ZIP files. e.g. Zone Alarm "quarantines" ZIP files. Change this to "allow".
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I didn't get my order! Why hasn't it been sent?
A very good question. If this happens we assure you this is not intentional. The following reasons are examples of why this has happened in the past.

we did not receive your order,
you did not wait to be re-directed back to our site following the banking transaction,
incorrect or incomplete details were provided on the order,
server delays or failures,
your mailbox is full on your server,
your email account has been closed,
your email security settings are too high.

NOTE: Check in your "Junk Mail" folder. Due to overly eager security settings, newer versions of HOTMAIL, AOL and other free mail systems may store your order in the Junk or Spam mail folders.

ALSO NOTE: Hotmail, Yahoo, MSN, and other Freemail accounts often use server rotation. This server rotation can cause disruption while on-line ordering is in process during the financial authentication. This may cause you to receive your billing information but not the files ordered. If possible, do NOT use HOTMAIL or FREE MAIL email addresses when ordering.

If you think there is a delivery problem, simply Email or call and provide all details you have received. We will re-send without charge. Check your Email address first. We can't reply to your Email about the order not being supplied if you provide us with an invalid Email address.

If the re-send is also not received by you, you will need to contact your service provider (Hotmail, AOL, Gmail, etc) or your software provider (Microsoft, Norton, McAfee, etc) for further help. We will not offer advise regarding settings changes to your PC or software on your PC to enable mail to be received by you.

Hotmail users should check in their "junk mail" folder. Hotmail tends to place the sender's "first time mail with attachments" in this folder. All you need do is "check" the box next to our mail send, and select "not junk mail". Then return to your inbox. Our send will be there.

Failure could also be due to the abundance of virus mail and spam mail. This mail can be created with yours, or our, addresses contained within. The re-propagating of this mail can cause servers to temporarily filter that particular address. Unfortunately, if that address is yours or ours, the delivery could fail. We will attempt to re-send OR send to an alternate address.
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I got the electronic invoice but there is not any attachment.
It may look like there is not any attachment but it is there. Check any filtering on your computer or filtering provided by your mail server that restricts ZIP attachments. If you use applications such as Zone Alarm, modify the settings to allow ZIP files. Allow these attachments and you will see the attachment. Updates to Outlook Express may alter security settings. If you have a "greyed out" paperclip, OE security settings are blocking the attachment. To find how to change these settings contact either Microsoft, the computer provider, the software provider or your Email service provider.
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I got the electronic invoice but I can't open the attachment.
You will need to contact your computer provider or the software provider of your UNZIPPING software. If using Windows XP or VISTA, contact Microsoft.
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I am an Elite Member and I forgot to log on when I ordered. I didn't get my discount.
Due to how our security systems operate, there's nothing we can do about that. You need to login as a member to obtain the benefits. We can't access your username or password to login as you. We can't access your credit card details to make an adjustment.
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How to make sure you receive your BandTrax email order.
Spam filters are a likely cause of emails from BandTrax not reaching your inbox. Spam filters are used by mail providers and Internet Service Providers (ISPs) to reduce the spam that you receive. BandTrax fully supports the fight against spam. However, sometimes legitimate emails like BandTrax Orders may be mistakenly flagged as spam.
Most email providers and ISPs allow you to set up a "trusted senders list" - a list of email addresses that you do want to receive email from. Any email that comes from an address on the trusted sender list is automatically delivered to your inbox, and is ignored by spam filters. Sometimes your address book/contact list is used by your email provider as a trusted senders list.

For Windows Live/Hotmail users
You will need to add bandtrax@bandtrax.com.au, orders@midi247.com and sendmail@paypal.com to your "Safe List". To do this, follow these steps:
Sign in to your Windows Live/Hotmail account;
Click on the Options link in the upper right hand corner of the page;
Under the heading Junk e-mail, click on the Safe and blocked senders link;
Click the Safe senders link;
Copy and paste bandtrax@bandtrax.com.au, orders@midi247.com and sendmail@paypal.com into the spaces provided;
Click on Add to list >>.

For Yahoo users
You will need to instruct Yahoo to place all email sent by bandtrax@bandtrax.com.au, orders@midi247.com and sendmail@paypal.com into your Yahoo Inbox. To do this, follow these steps:
Sign in to your Yahoo email account;
Click on Options in the upper right hand corner of the page;
Under the Management heading click on Filters;
Click Add;
In Filter Name type BandTrax Orders;
Next to From header: make sure that contains is selected in the drop-down menu;
On the same line, next to From header: contains copy and paste orders@midi247.com into the space;
Down lower, where it says Move the message to: select Inbox;
Click on Add Filter;
You should also add bandtrax@bandtrax.com.au and sendmail@paypal.com to your address book.

For Gmail users
You will need to add BandTrax to your Gmail contacts. To do this, follow these steps:
Sign in to your Gmail account;
Click on Contacts along the left side of any page;
Click the New Contact button in the top-left corner of the Contact Manager;
In the Email field, type orders@midi247.com;
Click Save to add BandTrax to your contacts list.
You should also add bandtrax@bandtrax.com.au and sendmail@paypal.com to your contacts list.

For other email programs and providers, you should consult the help provided to determine how to ensure mail from a particular address is always delivered to your inbox. Usually this will involve adding the email address to your address book/contact list or to your safe list.
You should add orders@midi247.com, bandtrax@bandtrax.com.au and sendmail@paypal.com

If spam is being filtered by your Internet Service Provider, you should contact them to ask about adding BandTrax to a trusted senders list.
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