Frequently Asked Questions

Q. What do I do if my Blu-ray or DVD does not include a Digital Copy on disc?

A. For select new titles, a disc is no longer necessary for Digital Copy redemption. Please check the insert inside your Blu-ray or DVD package for specific instructions.

Q. How do I redeem my digital copy of the movie if my computer does not have a disc drive?

A. Digital Copy is compatible only with certain Mac and PC computers that have an internet connection and DVD-ROM drive. If your computer did not come with a DVD-ROM drive, you can purchase an external DVD-ROM drive from your hardware retailer.

For select new titles, a disc is no longer necessary for Digital Copy redemption. Please check the insert inside your Blu-ray or DVD package for specific instructions.

Q. I'm having trouble transferring my Digital Copy using iTunes. What should I do?

A. Users must now upgrade to the latest version of iTunes to transfer their DisneyFile Digital Copy using the iTunes format.

Existing iTunes Users:
Go to “Help” in the top toolbar, and then click on “Check for Updates.” If you have not yet upgraded to the latest version of iTunes, you will be prompted to do so. Click “Download iTunes” in the pop-up window. Accept the license agreement, and your download should begin. You will need to restart your computer for updates to take effect.

New iTunes Users
Upgrade to the latest version here: http://www.apple.com/itunes/download/

If you have upgraded to the latest version of iTunes and restarted your computer, and you are still experiencing difficulties transferring via iTunes, please contact customer support at 1-800-477-2811 (US)/1-888-877-2843 (Canada) or email Support@DigitalCopyHelp.com.

Q. What is Digital Copy?

A. Digital Copy enables buyers of DVD and Blu‑ray to receive the standard definition digital version of the movie in their choice of iTunes or Windows Media formats. Digital Copy is located on a stand-alone disc and is Mac & PC compatible.

For select new titles, a disc is no longer necessary for Digital Copy redemption. Please check the insert inside your Blu-ray or DVD package for specific instructions.

Q. How does Digital Copy work?

A. Digital Copy works as follows:

  • Insert Digital Copy disc into Mac or PC computer
  • Follow on-screen instructions
  • Select iTunes or Windows Media format (Mac computers support iTunes format only)
  • Enter unique activation code from insert & redeem Digital Copy
  • Watch the movie on your computer AND/OR
  • Transfer the movie file to iTunes or Windows Media compatible devices
  • Enjoy!

For select new titles, a disc is no longer necessary for Digital Copy redemption. Please check the insert inside your Blu-ray or DVD package for specific instructions.

Q. I followed the on-screen instructions and the movie did not transfer. What do I do?

A. Please call 1-800-477-2811 (US)/1-888-877-2843 (Canada) for technical assistance and/or customer service or email Support@DigitalCopyHelp.com.

For select new titles, a disc is no longer necessary for Digital Copy redemption. Please check the insert inside your Blu-ray or DVD package for specific instructions.

Q. After following the instructions, I cannot transfer my movie to my portable device or it will not play. What should I do?

A. Contact customer support for the maker of your portable device.

Q. Where do I find the unique activation code?

A. Your activation code can be found on an insert inside your DVD or Blu‑ray Disc package.

Q. What do I do when there is no code sheet in my DVD/Blu‑ray Disc case or my code sheet is blank?

A. If your DVD or Blu‑ray case contains no Digital Copy activation code, we will be able to send you a one-time replacement code. Please call 1-800-477-2811 (US)/1-888-877-2843 (Canada) for customer service or email Support@DigitalCopyHelp.com

Q. Can I use my code more than once?

A. No, you are permitted to use your unique code only once.

Q. Does the unique code for the Digital Copy expire?

A. Please contact customer service with any questions regarding code expiration: 1-800-477-2811 (US)/1-888-877-2843 (Canada) or email Support@DigitalCopyHelp.com.

Q. What if I get an invalid code error message?

A. Please verify that you have not previously entered this code on another computer. If you have not previously used your Digital Copy Activation code and are still receiving an "Invalid Code" error message, please call 1-800-477-2811 (US)/1-888-877-2843 (Canada) for customer service or email Support@DigitalCopyHelp.com

Q. How many times can I transfer my Digital Copy?

A. For the Windows Media version, you can only transfer your Digital Copy to your computer once. After you transfer the movie to your computer, you can then transfer the movie to your compatible portable device. For the iTunes version, standard iTunes usage rules apply.

Q. How many times can I watch my Digital Copy?

A. You may watch your movie as much as you like, there is no limit on the number of plays.

Q. Can I give my Digital Copy to someone else?

A. No, your movie is non-transferable and is tied directly to your computer and will not play if transferred to other computers.

Q. Do I need the Digital Copy disc every time I want to watch the movie?

A. No, once the transfer is complete you no longer need your Digital Copy disc and can enjoy your movie whenever you like.

Q. What if my Digital Copy disc does not load?

A. If your Digital Copy disc will not load onto your computer, please verify that your computer has a working DVD-ROM drive. If your computer has a working DVD-ROM drive, you may be able to manually launch your Digital Copy disc using the "Start" or "Explore" function on your computer.

Q. If I cannot connect to the internet, can I still transfer my Digital Copy to my computer?

A. No, in order for the Digital Copy code to be verified, you must be connected to the internet. However, you only need to be connected when you first transfer the movie to your computer, not each time you watch your Digital Copy.

Q. What types of portable devices will my Digital Copy be compatible with?

A. For the Windows Media format, portable devices must be Windows Media PlaysForSure compatible or Certified for Windows Vista compatible. For the iTunes format, portable devices must be an iTunes video-enabled iPod, iPhone or Apple TV.

Q. What if I don’t have a compatible portable video device?

A. You can always watch the movie on your laptop or desktop computer.

Q. What happens if I delete my Digital Copy from my portable device? Is it possible to transfer it again?

A. For the Windows Media format: Yes, as long as you did not delete the Windows Media file from your computer.

For the iTunes format: Standard iTunes usage rules apply.

Q. If I delete my Digital Copy from my computer, can I transfer it again later?

A. For the Windows Media format: No. When you transfer your Digital Copy to your computer you use your unique code. Codes can only be used once. Therefore, if you delete your movie from your computer and attempt a second transfer, the unique code will not work. It is strongly recommended that you back up your files to avoid losing your Digital Copy.

For the iTunes format: Standard iTunes usage rules apply.

Q. What if the transfer is interrupted or cancelled before it is complete?

A. You will be notified you have canceled the process and given the option to retry or you can enter your code and follow the instructions on how to transfer the Digital Copy again.

Possible Solution Check List:

  • Make sure you have enough space on your computer or portable device’s hard drive. You usually need about 2 gigabytes of free space.
  • On the computer, ensure you have the latest version of your selected media player.
  • For Windows Media Player check here to learn more.
  • For Apple iTunes upgrades, launch your current iTunes application and you will be notified if you need to perform an upgrade. If you need to download iTunes for the first time click here. Check to be sure that your operating system is fully up to date.
  • Make sure your computer meets the minimum system requirements:
  • Mac users will need the latest version of iTunes, latest version of QuickTime (7.5.5. or later), and Mac OS X 10.3.9 or later.
  • PC users will need Windows Media Player 11 or later and Windows XP or Windows Vista with the latest Windows service pack or the latest version of iTunes.
  • If, after reading the Digital Copy FAQs you cannot find the solution to your problem, contact customer support at 1-800-723-4763 (US)/1-888-877-2843 (Canada). Please have the following information available to make the customer service process move more quickly:
  • Your unique code found on the insert in your DVD/Blu‑ray packaging
  • Your email address
  • The title of the movie you are having the issue with
  • Your computer’s operating system and version
  • Your computer’s web browser and version
  • Your computer’s media player version
  • Any specific error message you have received

If your issue relates to a portable device, please contact the manufacturer’s customer support hotline first.

Q. What are the computer requirements to use my Digital Copy?

A. Your Mac or PC computer must have an Internet connection and a DVD-ROM drive. It must also have current media player software. To watch movies on the go, you’ll need a compatible portable video enhanced media player. This player must be able to play copyright protected content and be able to sync with either the iTunes software or Windows Media Player.

Q. What is the current software required?

A. Mac users will need the latest version of iTunes, latest version of QuickTime (7.5.5. or later), and Mac OS X 10.3.9 or later. PC users will need Windows Media Player 11 or later and Windows XP or Windows Vista with the latest Windows service pack or the latest version of iTunes. For optimal performance, we recommend that you upgrade your iTunes or Windows Media Player as updates become available.

Q. How much space does the Digital Copy use on my hard drive?

A. A Digital Copy takes up to approximately 2 Gigabytes of free hard drive space. This number can vary, please check the current minimum requirements on the packaging.

Q. I live outside the United States and Canada; can I transfer the Digital Copy?

A. No, at this time, the Digital Copy is accessible only in the United States and Canada (excluding Quebec).

Q. What devices work with Windows Media Player?

A. For the Windows Media format, portable devices must be Windows Media PlaysForSure compatible or Certified for Windows Vista compatible. For the iTunes format, portable devices must be an iTunes video-enabled iPod, iPhone, or Apple TV. Portable devices must be Windows Media Video 9 and Windows Media Audio compatible. For more details, please contact your device manufacturer.

Q. What are the minimum requirements to properly enjoy my Digital Copy?

A. Minimum system requirements:

  • Internet connection and DVD-ROM drive
  • Mac: Latest version of iTunes on Mac OS X 10.3.9 or later, and latest version of QuickTime (7.5.5. or later)
  • PC: Windows Media Player 11 or later on Windows XP or Windows Vista with latest Windows service pack recommended or Windows Media Player 10 or later on Windows XP 32 bit or Vista and/or the latest version of iTunes. iTunes is not supported in Windows XP 64-bit operating systems.
  • iTunes file requires an iTunes account.
  • All files require a minimum of 1 – 2 GB or storage.

Portable media player must be: Windows Media PlaysForSure compatible or Certified for Windows Vista Compatible or be an iTunes video-enabled iPod, iPhone or Apple TV.

For the iTunes format: Standard iTunes usage rules apply.

Q. How many computers/portable devices can I transfer my movie to?

A. If you select Windows Media Player format, you can transfer your movie to one computer and one Windows Media Player compatible portable device as set forth in the end user license agreement (Terms & Conditions). If you select the iTunes format, standard iTunes usage rules apply.

Q. How do I transfer my Digital Copy?

A. Transfer to Mac:

  1. Insert Digital Copy disc into your Mac’s DVD drive, launch the application, click on the “Activate” button from the main menu and follow the on-screen instructions.
  2. The iTunes application will open and guide you through the transfer.
  3. When prompted by iTunes, enter the unique code found on the insert located in your DVD or Blu‑ray package to activate your Digital Copy.
  4. After the transfer completes, the movie can be watched on your Mac and transferred to your iTunes compatible device.

Transfer to PC:

  1. Insert Digital Copy disc into your PC’s DVD drive, launch the application, click on the “Activate” button from the main menu and follow the on-screen instructions.
  2. Choose either iTunes or Windows Media for your Digital Copy.
  3. If you choose iTunes, the iTunes window will automatically open and guide you through the transfer:
    1. Input the unique code found on the insert located in your DVD or Blu‑ray package to activate the Digital Copy
    2. After the transfer completes, the movie can be watched on your PC or transferred to your iTunes compatible device.
  4. If you choose Windows Media, follow the steps below:
    1. When prompted, input the unique code found on the insert located in your DVD or Blu‑ray package to activate the Digital Copy and follow the on-screen instructions.
    2. After the transfer completes, the movie can be watched on your PC and transferred to your PlaysForSure compatible portable device.
Q. I am being asked to update my Windows Media Player. How do I do this?

A. You must upgrade to the latest version of Windows Media Player in order to use the application. To upgrade please follow the instructions below:

  1. Click here to get the free upgrade.
  2. If prompted, restart your computer after the upgrade is complete.
  3. Launch Windows Media Player to customize settings and exit.
  4. Insert your Digital Copy disc or browse your DVD-ROM drive and double click the application.
Q. I am being asked to upgrade my security components of Windows Media Player. How do I do this?

A. You must upgrade security components of Windows Media Player so you can play protected files on your computer. To upgrade, please follow the instructions below:

  1. Click here to get the security upgrade.
  2. After the upgrade is complete click the “Next” button below.
Q. Why is the Security Upgrade button grayed out?

A. On Windows Vista systems, this control is disabled because of a setting in Internet Explorer. To resolve this issue, click Tools and select Internet Options. In the window that appears, select the Security tab. Then uncheck the "Enable protected mode (requires restarting Internet Explorer)" option and click OK, and close the browser. Click here to return to the security upgrade page. After completing the upgrade, please restart your computer and run the Digital Copy installation again.

Q. When I try to obtain a Windows Media license, why do I get a continuous loop of prompts asking me to upgrade Windows Media Player or Windows Media Security?

A. To correct this issue, you may want to remove/rename the DRM cache on your system and re-upgrade Windows Media security components. You may first try directly accessing the security update page here (be sure to allow the blocked content). If that does not work however, you may want to contact Microsoft or take additional steps and follow the instructions below:

NOTE: Performing the below procedure will make all DRM licenses on your computer inaccessible, unless you reverse your changes later. You may want to contact your administrator for help. If you choose to continue the following steps have been supplied as a courtesy. These are recommended for advanced computer users.

  1. Close Windows Media Player, then go to My Computer, then to the C:\Documents and Settings\All Users directory. (Vista users, go to C:\ProgramData\Microsoft\Windows) If you don't see this, that's because it's a hidden folder. See below for instructions on how to set your folder view options to make this folder visible.
  2. In this folder there is a folder called "DRM". If you don't see this, that's because it's a hidden folder. See below for instructions on how to set your folder view options to make this folder visible.
  3. Select the DRM folder, and select File > Rename from the toolbar menu at top.
  4. Rename the folder and hit Enter when done.
  5. Reinsert the bonus disc, and select the Digital Copy option.
  6. You will be prompted to upgrade Windows Media security components. Please follow the onscreen prompts to complete this upgrade process.
  7. Once complete, the pop-up from the DVD should now display the fields with which to enter your authentication code, from the insert included with your DVD.
  8. Proceed with entering the code and download the files to your computer.
  9. Play back the files as normal in Windows Media Player.

Setting folder view options

Windows XP:

  1. Open a My Computer window.
  2. In the toolbar menu at top, select Tools > Folder Options
  3. In the Folder Options panel, select the View tab.
  4. Under the Advanced Settings section, select the "Show hidden files and folders" option, and uncheck the "Hide protected operating system files" option, then click Apply.
  5. At the top of that panel, select the "Apply To All Folders" option and click OK.
  6. You should now be able to see the hidden files and folders in your directories.

Windows Vista:

  1. Click the Start button and select Computer.
  2. In the window, click the Organize button, and select "Folder and Search Options" from the list.
  3. In the Folder Options panel, select the View tab.
  4. Under the Advanced Settings section, select the "Show hidden files and folders" option, and uncheck the "Hide protected operating system files" option, then click Apply.
  5. At the top of that panel, select the "Apply To Folders" option and click OK.
  6. You should now be able to see the hidden files and folders in your directories.

To restore your original DRM licenses

  1. Close Windows Media Player, then go to My Computer, then to the C:\Documents and Settings\All Users directory (Vista users, go to C:\ProgramData\Microsoft\Windows).
  2. In this folder, find the folder called "DRM".
  3. Select the DRM folder, and select File > Delete from the toolbar menu at top.
  4. In this same directory should be the older version of the DRM folder that you renamed previously.
  5. Select this folder and rename it back to DRM. Hit Enter when done.
  6. Your original DRM cache is now restored.
Q. What happens if I lose my insert?

A. If you have misplaced or discarded your Digital Copy activation code you may take part in the one-time replacement program. Please send a proof of purchase tab from within the DVD or Blu‑ray Disc packaging, with your original purchase receipt; and your name, address, and daytime phone number to:

BVHE
Attention: Digital Copy Activation Code Replacement Program
P.O. Box 3100
Neenah, WI 54957-3100

For your convenience, you may also fax this form to us at 888-832-6001, or scan and email it to Support@DigitalCopyHelp.com. Second and subsequent replacements are subject to a nominal fee of $6.95. If you would like us to replace a second or subsequent activation code for you, please include a check or money order for $6.95; Please send a proof of purchase tab from within the DVD or Blu‑ray Disc packaging, with your original purchase receipt; and your full contact information.

Q. I downloaded the file to iTunes, but it only shows a grey screen when I try to play the file and it won’t play on my iPod either.

A. In the iTunes window, go to the “Store” menu at the top of the screen and click “Authorize Computer.” Input your iTunes Store account information and click “Authorize.” A message should appear saying the computer is already authorized. Click “OK” in that window and the file should play correctly. At that point, you will only need to re-sync your iPod to your iTunes library. If you continue having difficulty, please contact iTunes directly.

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