Support

FREQUENTLY ASKED QUESTIONS:

When will I receive my DVD?

DVDs are dispatched within 28 days after the event.

What if the DVD is faulty?

Please check your DVD upon receipt.  Should your DVD have a fault and not playback properly, please email your query immediately to: enquiries@mygraduationfilm.com We’ll arrange delivery of a new DVD if we’re unable to rectify the issue.

Please Note: a replacement DVD will only be offered if we are notified of a fault within 7 days of delivery.  The new disc will be dispatched upon return of the faulty one.

Outside the UK. What television standard do I need?

NTSC is the video standard used in North America, Canada, Mexico and Japan.

In Europe, Hong Kong, Australasia and the Middle East the system is PAL.

Some DVD players play only NTSC discs, others play PAL and NTSC discs. All DVD players sold in PAL countries play both kinds of discs. Most NTSC players can’t play PAL discs. Computers play both PAL and NTSC discs.

To find out which format your country uses please click the following link

EVIDEO FAQs

How do I play the film?

Choose the correct ceremony from the gallery by clicking on the white triangle (Play Button) in the bottom left hand corner of your specific ceremony.

How do I pause the film?

For computer/laptop users – Simply click the video while it’s playing. Or, hover your mouse over the video and click the pause button ( || ) in the bottom left hand corner.
For iPad users – While the film is playing tap on the moving image once, the play bar will appear at the bottom of the video. To pause the film press the pause button ( || ) on the left of the play bar.

How do I fast forward or rewind the film?

For computer/laptop users – Hover over the video and the play bar will appear, drag the slider forward/backwards.
For iPad users – Tap the video once, and the play bar will appear at the bottom of the video. Use your finger to drag the slider forwards or backwards.

What if I can’t find myself in the movie?

Check you have selected the correct date and time.

Uploading eVideos to Facebook & other social sites?

We will send you the eVideo in a format that can be immediately uploaded to Facebook, YouTube, Vimeo and most other video sharing sites. Follow the uploading instructions on these sites.

How do I get the eVideo on my smart phone?

The file we provide you with should work on most smart phones. You could download it to your phone straight from email or transfer it over via your computer. Should you need to convert your file to work on your smart phone please see the advice below on how to convert your video.

How do I convert my eVideo into another format?

Download a free video conversion program, such as Mpeg Streamclip (http://www.squared5.com/ ). From there you can convert your video into a number of different formats and sizes, applicable for your needs.

My DVD hasn’t arrived.

DVDs will be dispatched within 28 days of your ceremony or receipt of your order once the ceremony has taken place. Should you have not received your DVD within 6 weeks please email your query to: enquiries@mygraduationfilm.com and we will rectify your issue.

 


Need more help? Or maybe you’ve got a question that’s missing from our list. Contact Us