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Frequently Asked Questions
If you have a question not addressed here, please contact Customer Service.
Registration Queries
Getting Started
Technical Problems
Account Queries
Subscription Queries
FILMbox™ Queries
Damaged Discs
Delivery/Collection Queries
General Movie Questions
Miscellaneous
Why should I choose film2go.net over other rental shops?
film2go.net provides one of the largest collections of movies, TV series, documentaries and music titles for you to choose from. In addition, if there is a title you would like that we don't currently stock, our "Request a Movie" service will allow you to order any movie available on DVD. Our Unlimited membership packages are the best value plans in the Kingdom. Not to mention the additional savings our members enjoy due to our 'no fees and no due dates' policy - reported to account for almost 25% of typical video store profits!
Using our FILMbox™ we provide a delivery and collection service that brings our customers a convenience experience unlike any other! This means that you will never have to leave your home to rent our movies and you can enjoy our service throughout the whole week! Browsing titles is made more convenient for you in our website through advanced searches and featured collections. Further more you have the chance to join our online community to share your reviews with hundreds of other film2go.net subscribers! Our website is user-friendly and designed to be simple yet practical. We offer a very responsive customer service, by email or phone. Our website is constantly updated with new titles, packages, features and promotions. And to top it all up we are constantly on the job to keep our service innovative and fresh.
View all available plans.
We love movies too and we want ALL movie watchers to enjoy a better entertainment experience.
Which credit cards does film2go.net accept?
film2go.net accepts all Visa and MasterCard credit cards, BBK Visa Electron debit cards and all debit cards under the Benefit Network.
Can I pay by check?
At this time we are unable to accomodate traditional check-in-the-mail payments, money orders or purchase orders.
How safe is my credit/debit card?
We use SSL (Secure Sockets Layer) technology to encrypt the personal information you enter whilst registering. This ensures that none of your personal information can be read by any third party. As a result, you can be assured that sending your credit/debit card over SSL is safer than paying for your shopping at the supermarket!
Why does it say my credit card details are invalid when I know they are valid?
You may have a problem with cookies on your computer. Click here for more information.
I'm having trouble logging in.
If you have forgotten your password, we can send it to the e-mail address that
you subscribed with. Use the "Lost Password" link when you log
on/sign in. If the Login link does not show please
Login
here.
I know my password, but I'm still having trouble logging in.
You may have a problem with cookies on your computer. Click here for more information.
Problems with Cookies.
You may experience problems if you are using a browser (e.g. Internet Explorer)
which restricts the use of cookies (text files) by our web site. If you are
using IE6 you will have to allow a 'low level' or 'unrestricted' use of
cookies in the Privacy option. In your browser, click on "Tools",
"Internet Options" and then "Privacy". Move the slider to
"Low" or "Accept All Cookies". Once our 'cookie' has been
placed on your computer, you will be able to revert to your original 'privacy'
settings.
I've forgotten my password.
If you have forgotten your password, we can send it to the e-mail address that
you subscribed with. Use the "Lost Password" link when you log
on/sign in.
Is my internet browser compatible with film2go.net?
Our website is compatible with most internet browsers. Browsers that we know
are not fully compatible are:
Safari Browser for Macintosh systems
Set-top Browsers
If you are experiencing problems with these browsers, please try another. Here
are the links to websites of common internet browsers:
Internet Explorer
Netscape Navigator
If you are still experiencing problems, please contact Customer
Service.
When I try to change my account details I get an error message saying "The page could not be displayed" or "Cannot find server".
If you are able to refresh the page, it may be a problem on your computer.
Rebooting your computer should fix the problem.
How do I cancel my subscription?
Log in, click on "My Account" then choose "Cancel Membership" and follow the instructions. It is essential to cancel your membership no later than the day before your next payment date and before returning your last movie so that we do not send another. You must make sure that all remaining discs are ready to be collected for our deliverymen when they come to un-install your FILMbox™ from your address after requesting cancellation.
What is my next payment date?
To check on your next payment date, click on "My Account".
Can I freeze my account when I go away on vacation or a business trip?
If you are going on vacation or away on business you can freeze your account up to twice a year, for no more than 60 days in total. Your FILMbox™ will remain installed in your address, No movies will be delivered to you and you will not be charged during that period, but please note that all movies must be returned before the freeze takes effect. To freeze your account, click on "My Account" then choose "Freeze Your Account".
How do I change my subscription plan?
We currently provide one standard package for all members, however from time to time you will see new subscription plans being offered. Simply log in, click on "My Account" then choose "Change Plan". You can then choose the plan you would like. You will be charged the new subscription amount less any unused portion of your previous subscription and your next payment date will be advanced by one month. You can change your plan at any time.
What subscription plans do you offer?
Currently we offer only one standard subscription plan for all members in our BD 20 Unlimited 3 at a time package. Keep an eye out for new packages from film2go.net to be introduced very soon!
View our full range of packages.
How do I rent a movie?
To add a movie to your Rental Queue you can find the movie you want by searching for the title or choosing from our collections, then click on "rent". You can have up to 100 movies in your queue. We recommend you put at least 20-30 movies in your Rental Queue to begin with and "top up" regularly, to ensure that there are no delays in sending movies to you. Once you have about 20 movies in your queue you will automatically be sent the first available movie.
Why are movies not sent in the exact order I have chosen?
We cannot guarantee the exact order of sending as this depends on availability
of discs for a particular movie. We send the next available movie from your
queue.
What can I do to ensure I receive a series of movies in the correct order?
If you want to watch a series of movies in a precise order we recommend that you
add one at a time to your Rental Queue. When one has been dispatched, the next
can be added to your queue.
I have referred a friend to film2go.net. Do I get anything in return?
Yes! Provided you follow the "Tell a Friend" procedure.
What day of the month will I get billed?
On the same day of the month that you subscribed.
*Click here to view all available plans.
How do I change my e-mail address or credit/debit card details?
You can edit all the personal information we hold for you in the "My Account" section.
My subscription was suspended due to a problem with my credit/debit card. How can I restart my subscription?
In the event of your subscription being suspended due to a billing problem, the billing system will automatically mail you and inform you. You must then
logon to update your card details and re-activate your account.
What are the terms of my current subscription plan?
You can check using the "Terms & Conditions" link at the bottom of our Home Page.
What is the maximum number of rentals for a subscription period?
The maximum number of rentals for a subscription period will be shown in the
"My Account" section for your package or click here to view
plan details.
Can I rent a movie without becoming a subscriber?
No. Only subscribers of film2go.net can use the service.
Why do I have to give you my email address?
Your email address is important to us as it is how we will correspond with you regarding your subscription. Rest assured that we will not sell, rent or otherwise disclose your email address to third parties.
Can I use your service without having to install a FILMbox™?
The FILMbox™ is a key part of the service we offer. Therefore it is necessary that each customer have one installed at their address upon subscribing to our service. Our FILMbox™ is an innovative way to enhance the convenience of our service to you. Using our FILMbox™ you do not have to be at your address when we deliver nor do you need to go anywhere to return! We will deliver and collect the movies you rented to and from your FILMbox™!
Do I need to pay for a FILMbox™?
The FILMbox™ is inclusive of your subscription charges. No deposit or initial payment is required.
I live in rented accommodation can I have the FILMbox™ installed at this address?
As a subscriber to film2go.net you are required to get authorized permission to have our FILMbox™ installed at the address you have subscribed with. This is part of our Terms and Conditions in which every subscriber has to read and agree to prior to signing up to our service. film2go.net will assume that all subscribers have taken due permission
Can you install a FILMbox™ for Flats?
Yes. Provided that the Landlord has granted permission for the film2go.net subscriber to have it installed at the address and also that there is a suitable place to have the FILMbox™ installed. This is part of the Terms and Conditions in which every subscriber has to read and agree to prior to signing up to our service.
Can you install a FILMbox™ for Compounds?
Yes. Provided that the Landlord has granted permission for the film2go.net subscriber to have it installed at the address and also that there is a suitable place to have the FILMbox™ installed. This is part of the Terms and Conditions in which every subscriber has to read and agree to prior to signing up to our service.
How and Where will the FILMbox™ be installed in my address?
We would require the FILMbox™ to be drilled and fixed into a wall of the subscribed address. The FILMbox™ requires two holes to be drilled for installation. It should be installed on an outer facing wall and should be easily accessible to our deliverymen without anyone having to be there, Compounds and Apartment Blocks may be an exception provided that there is always a watchman to our deliverymen fast access to a customer FILMbox™.
How long will the FILMbox™ be in my address?
The FILMbox™ is used for the duration of your membership with film2go.net where it will remain installed at your address until your subscription with us has ended upon which it will be un-installed by our deliverymen.
If I decide to freeze my account will I need to have the FILMbox™ un-installed for the duration of my account freeze?
No. Your FILMbox™ remains installed at your address for the duration of your account freeze.
Can I use my own postbox instead of having to install a FILMbox™?
It would not be practical for us to use a customer’s private post box. Each FILMbox™ comes with access keys that are given to the deliverymen and the customer. The FILMboxes™ are exclusively made forFILM2GO to protect the DVDs inside. And several other reasons why you can only use our FILMboxes™ for our service.
How Safe is my FILMbox™ for storing the rented DVDs?
Our FILMboxes™ are custom made insulated post-boxes that have been specifically designed just for our service. It is designed to protect DVDs from various weather conditions including heat, humidity and rain.
How Safe is my FILMbox™ from theft and vandalism?
Each FILMbox™ comes with access keys that are given to the deliverymen and the customer. It is the customer’s responsibility to ensure that these keys do not get into the wrong hands. It is also the customer’s responsibility to ensure that the FILMbox™ is locked at all times when not in use. The FILMbox™ is installed through drill holes into the wall so the fix should be secure. However there will always be a possibility of theft or vandalism in which case you should notify us immediately.
What should I do if my FILMbox™ is vandalized or stolen?
In the event that your film box is vandalized or stolen please immediately Contact Us to notify us of the problem.
Can I use the FILMbox™ for my own Personal use?
Your FILMbox™ is solely for the purpose of using the FILM2GO service and should not be used for any other purpose as it may interfere with the service we provide to you.
What if I loose my FILMbox™ access key?
In the event that you loose your FILMbox™ access key. You should immediately notify us by going to the Report a Problem section in your account. We will then replace your key and you may have to incur any of the related costs.
I received a scratched or damaged disc. What do I do?
Click on Report a Problem on the "View Rental Queue" page. You can then select from the list of problems and follow the instructions to report the problem to us.
The movie I rented is unplayable.
Please try cleaning the disc with a soft non-abrasive cloth, wiping from the center to the outer edge in a straight line. Do not wipe the disc in a circle as this will damage the playing surface. If you are still having problems go to the Report a Problem. page and report the movie as unplayable. All damaged or unplayable discs should be returned to us at your earliest convenience. Your account will show you have this disc until we receive it back.
I have damaged a disc. What do I do?
We regret we will need to charge you for the disc. Please go to Report a Problem.
I'm experiencing unusual delivery delays. What should I do?
We guarantee a delivery time of a maximum of two days on available titles. If you are experiencing a problem of delays your rental queue may be too small so please enlarge it by adding more titles, we recommend about 10 – 20. Alternatively you can Contact Us and we can help you with your problem.
I've lost the DVD protective case. How do I return the movie?
If you have lost the protective case, it is your responsibility to ensure the movie is adequately packaged for collection. Any damages occurring as a result of poor packaging will be chargeable.
I returned a movie but according to my queue, film2go.net hasn't received it.
If the movie has not been received by us, go to Report a Problem.
I've lost a movie. What do I do?
We regret we will need to charge you for the movie. Please go to Report a Problem.
I reported a movie as lost but have now found it. What do I do?
If you've found a movie that you previously reported lost, drop it in your FILMbox™, let us know and our deliverymen will collect it upon your next return/exchange request. The title will be removed from the Lost discs section.
According to my queue, a movie has been delivered to me but I have not received it.
Movies are delivered by our delivery men within a maximum of 2 days. However, in the case of delivery time surpassing this period please go to Report a Problem to let us know that there has been a delay.
I sent back a personal disc accidentally. How do I get it back?
Please email Customer Service and we will do our best to locate it for you. Our deliverymen will not exchange wrong DVDs from your FILMbox™, however from time to time should you put a personal disc inside one of our cases and we have collected it please let us know immediately to report the problem.
Do you deliver to my country?
At present we deliver within Bahrain only. However, we will be expanding regionally in the near future. Please e-mail Customer Service if you live outside the Bahrain and are interested in our service.
How long does it take for my movie to be sent to me?
This depends on the availability of the titles from your rental queue. That’s why we recommend you to make your rental queue between 10-20 films. FILM2GO takes great pride in the amount of stock we have access to. Available movies are delivered within a day and we guarantee a maximum delivery time of 2 days for available titles.
What do I do if I receive the wrong movie?
Please go to Report a Problem
I want a certain movie but you don't appear to have it.
We will order any movie requested, if it has been released. Please use our Request a Movie service. This service is available to members only (left hand menu option).
I am having difficulty viewing an NTSC format DVD.
Some of our DVDs are in NTSC format. All DVD players sold in the U.S. are capable of playing both PAL and NTSC discs. Most DVD players will automatically display the picture output of discs in either format, so you should enjoy pictures in full
color. However, if you obtain normal audio and a stable black and white picture from a color
program, you may only need to change a simple setting within the "Set Up" menu on your DVD player - check the operation manual for your player. If you experience difficulty in obtaining a color picture signal, it may be that your TV is incapable of receiving an NTSC picture signal - check the operation manual for your TV or consult your audio-visual hardware supplier.
Can I purchase your previously-viewed movies?
From time to time, we do sell on our previously-viewed stock. We do not offer the ability for our subscribers to directly purchase these discs at this time.
What is an Aspect Ratio?
The relationship between the width of a movie image and its height is known as its aspect ratio, and from the early days of film until the early-1950s, almost all films had a standard aspect ratio of 1.33:1. In other words, the film image was 1.33 times as wide as it was tall (another way to denote this is 4x3, meaning 4 units of width for every 3 of height). This is the same shape as the conventional TV screen. Today, widescreen dominates filmmaking in a variety of aspect ratios. But there are two ratios that are by far the most common: Academy Flat (1.85:1) and Anamorphic Scope (2.35:1). In the case of Academy Flat, the film is 1.85 times as wide as it is tall. Anamorphic Scope is even wider, 2.35 times as wide as it is tall.
What is Anamorphic Widescreen? Do I need a widescreen TV to view these DVDs?
Anamorphic widescreen is a special feature of a DVD, that means the video on the disc diplays at a higher resolution. If a widescreen film is recorded on DVD in the anamorphic format, a Digital TV can
"unsqueeze" the video image contained on the disc, so that it fills the full width of the TV screen, while retaining a high vertical resolution. You can view these DVDs if you don't have a widescreen TV, but ensure that the DVD player is set to standard "4x3" TV mode. The DVD player will then display the picture, letterboxed, with black bars top and bottom.
Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?
Many DVDs offer a choice of sound formats including Dolby Digital and DTS (Digital Theater Systems). The sound is encoded on the DVD so you will need a decoder to experience the full surround sound effect. However, all DVD players will deliver conventional stereo sound without a decoder.
I have reviewed a movie but it is not showing on the website.
Once you have reviewed a movie we check that it is a reasonable length of review and suitable for displaying on the website. This may take a few days. Once we have confirmed its suitability, it will be displayed. If you make a change to the review, it will go through this checking process again.
Why are some titles currently unavailable?
film2go.net may have stocked copies of the title in the past but, if these have been lost in the
mail or taken out of circulation due to damage, there may no longer be any copies of
the title in stock and none available for purchase. These titles will
re-stocked as soon as supplies become available.
Why should I rate movies?
When you rate a movie, everybody wins. Other subscribers can see how good a movie is, we get to understand what movies you like, and you get recommendations from us tailored to your tastes!
The status of a movie in my queue is "Coming Soon". What does this mean?
It means the movie has not yet been released. As soon as it is released, it will switch to the "Queued" status.
You changed the release date of a movie. Why?
From time to time, despite the best planning, movie producers need to delay the release of an already announced movie. This can be for any number of reasons, and is outside of our control.
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