What are the hours of operation for Hancock Studios?
Monday - Friday, 9:00a.m. - 5:00p.m. (closed holidays)

Who do I contact if I need assistance after hours or to speak with a representative?
You may contact our Merchant Service agent, CCBill, directly. They are here to help you via email or telephone with any technical or billing issue you might have with our website.

I can't remember my User ID and Password. Should I just reregister or what?
Log onto CCBill's control panel HERE. You will need to provide the card or checking account number that you signed up with, as well as your email address OR subscription number. You will be able to obtain your information after you log in.

How do I change Username or Password?
Log onto CCBill's control panel HERE. You will need to provide the card or checking account number that you signed up with, as well as your email address OR subscription number. You will be able to obtain your information after you log in.

How do I change the address in my profile?
Log onto CCBill's control panel HERE. You will need to provide the card or checking account number that you signed up with, as well as your email address OR subscription number. You will be able to change your information after you log in.

I get an error message "Windows Media Player does not support this type of file."
This probably means you are using an old player or a player that does not support DRM. You can fix this problem by upgrading to a current version of Windows Media player.

When I try to play the videos, the license acquisition box pops up, but it never acquires the license.
If you find that Windows Media Player gets hung up during "License Acquisition," make sure that "Acquiring license automatically for protected content" is checked on the Privacy tab of Windows Media Player. To access this area, in your Windows Media Player, choose "Tools" from the Windows Media Player Menu, then choose "Options." Select the "Privacy" tab. Under "Enhanced Playback Experience," make sure that "Acquiring license automatically for protected content" is checked.

When I try to play a video, I receive the error message “C00D11C0: Cannot play the file.” Windows Media Player cannot play the file because a network problem occurred. You might encounter this error message for one of the following reasons:

1) Your computer is not connected to the local area network(LAN) or Internet. Connect to the network or Internet, and then try again.

2) The path to the file is not valid. If you typed a Uniform Resource Locator (URL) address in the Open URL dialog box, ensure that the file name is spelled correctly and the path to the file is correct, and then try again. If you clicked a link on a Web page, the link might not be valid.

3) The server is not online or is busy. Try again later.

4) Some network protocols in the Player are not enabled. Enable all network protocols, and then try again.

5) The proxy server settings for the Player are not configured properly. Verify that your proxy settings are correct, and then try again.

To enable all network protocols:

On the Tools menu, click Options, and then click the Network tab. In the Streaming protocols area, select all the protocol check boxes.

 To verify your proxy server settings:

On the Tools menu, click Options, and then click the Network tab. Verify your settings in the Streaming proxy settings area.

If you do not know what your proxy server settings should be, on the Network tab, select a protocol, click Configure, and then select Autodetect proxy settings or Use proxy settings of the Web browser (available for HTTP protocol only). If you are connected to the Internet through a dial-up connection, you might not be able to choose the proxy server. For more information, consult with your Internet service provider or network administrator.

How do I set Internet Explorer as my default browser?
To set Internet Explorer as your default browser, open "System Preferences," select the "Internet" icon, click the "Web" tab, and specify Internet Explorer in the "Default Web Browser" field.

Is MACINTOSH compatible with this website?
This website utilizes a silent DRM (Digital Rights Management) technology to protect against copyright infringement. This technology is not compatible with MAC OS. In response to this, Quicktime has been added as a viewing option for MAC users. All new weekly updates are rendered in Quicktime, and we are are working to retroactively re-render older episodes in Quicktime. At this time, all episodes ARE NOT available in Quicktime. Please be advised that refunds will not be given to MAC users who are unable to view older episodes.

When I download a file, I get a message that download is complete, but the whole file does not seem to be downloaded. What do I do?
Our videos are rendered for streaming, so technical support for downloading is minimal. We suggest that you continue trying to download. Most members with this issue report that they are able to get a complete download on the second or third try. Successful downloads are more apt to happen during times when the server is less busy. (i.e. late morning, early afternoon).

How do I get hold of you if I have a general question or I'm not a member?
Click HERE to submit a general question to our staff regarding our site, advertising, media, affiliate information, or production. If you have a technical or billing issue that has not been resolved with the above information and you require further assistance, please click HERE to submit a support ticket.

How do I cancel my account?
You are responsible for canceling membership if you do not want to remain a member. You must do this through our authorized merchant, CCBill.com. To cancel, please click HERE.