HELP!

Note: In order to best experience our films we strongly recommend using the latest version of Google Chrome for streaming and VLC media player to watch downloaded films on your computer or mobile device.

Popular Questions

General:

1. I have purchased the film to “Own”, not rented it. Why does it say “Available for: 7 days”?
2. My film didn’t download the first time, do I need to purchase again to be able to re-download?
3. How many times can I watch, or resume watching, a rental?
4. Can I show these films to students in my class?
5. Do you offer institutional access?
6. Do the films come with subtitles or closed captions?
7. Where can I find my purchases and rentals?
8. Which cards can I pay with?
9. Do you accept payments from countries other than the UK?
10. Do you offer refunds?
11. How big are the files that I will be downloading?
12. Is the Globe Player available outside the UK?

Playback, compatibility and technical issues:

13. My film always stops at the same point during the play! What do I do?
14. I’m not getting my forgot password/password reset emails. Please help!
15. I purchased a film a while ago but it doesn’t appear in my library any more.
16. Which browser should I use?
17. Will I be able to watch Globe on Screen films on my iOS/Android device?
18. I have rented or downloaded a film but it is not working/not playing correctly.
19. I am not getting any sound from Internet Explorer. What should I do?
20. Will I be able to place the film that I have downloaded onto my USB stick?
21. Will I be able to stream rented films using my Apple TV?
22. Will I be able to play downloaded films on my Apple TV?

1. I have purchased the film to “Own”, not rented it. Why does it say “Available for: 7 days”?
Buying a play to 'Own' gives you a window of 7 days in which to save (download) a copy of the film, which you can then enjoy independently of the Globe Player platform.

If you use our iOS app, then there is no need to worry about the time limit. All of your films, including older purchases which have expired on the desktop website, will be available to watch on the app forever. If you run out of storage space on your device, simply delete the films from the Globe Player app. You will always be able to download them again later.

2. My film didn’t download the first time, do I need to purchase again to be able to re-download?
No. Once you’ve purchased a film, you are allowed an unlimited number of downloads within 7 days. Simply go back to your account library and download the film again from there. To do this, click on “Library” at the top of the main menu, and then sign-in with your Globe Player email and password.

3. How many times can I watch, or resume watching, a rental?
You can watch, pause, resume, and re-watch for as many times as you like during the 7 day rental period.

4. Can I show these films to students in my class?
Unfortunately not. Globe Player is not licensed for institutional use, and showing our films in your classroom or in any other educational context is prohibited by law. This is detailed in our Terms of Use.

5. Do you offer institutional access?
Yes. Our educational partner, Bloomsbury, offers access to almost the entire Globe Player library, and much more, on a subscription basis. They also offer a free trial subscription, so you can decide if the material is appropriate for your teaching purposes before you commit to anything. Please visit www.dramaonlinelibrary.com to find out more.

6. Do the films come with subtitles or closed captions?
Unfortunately, none of our English language films come with subtitles or closed captions at the moment but we are working to change this.

However, the majority of our foreign language productions do come with subtitles or brief scene descriptions (synopses). Where this is the case, it is specifically stated just below the main title, as for example in the Japanese language production of Coriolanus (https://www.globeplayer.tv/videos/coriolanus).

7. Where can I find my purchases and rentals?
Your purchases and rentals are available in your library on the website. To go there, click on “Library” at the top of the main menu, and then sign-in with your Globe Player email and password.

8. Which cards can I pay with?
We accept payment with most credit or debit cards: Visa, MasterCard and American Express.

9. Do you accept payments from countries other than the UK?
Yes, we can accept payments from customers based anywhere in the world.

10. Do you offer refunds?
Refunds are only available when a malfunction has occurred on the Globe Player which results in the failure to deliver purchased items to your account. The Globe Player is not responsible for failures in your own internet connections and/or devices. Should you feel that a refund is due, please contact us at: player@shakespearesglobe.com with a detailed explanation of your reasons for requesting a refund.

For purchases made through the iOS app you can request a refund from Apple’s Report a Problem page within 90 days. Sign in with your Apple ID and click the Report a Problem button next to your purchase. Choose an option from the dropdown menu, enter a brief summary of your request and click Submit.

11. How big are the files that I will be downloading?
Most of our plays are around 3GB. That's pretty big and it will take a while! It'll be worth it though, we promise.
If you can't wait, why not stream it on the website by renting the video instead? Renting allows you access to stream the video online for 7 days. You can always rent it again if you want to watch it again at a later date.

12. Is the Globe Player available outside the UK?
Yes, the Globe Player is available worldwide.

If you are sure you have the right account, and still cannot find your films, then please contact us at player@shakespearesglobe.com.

13. My film always stops at the same point during the play! What do I do?
This usually happens because the film file hasn’t downloaded completely, and the solution is simply to download the film again.

Delete the faulty file first, and then go to the Library page on the website by clicking on “Library” at the top of the menu on the left. Sign-in with your Globe Player account and password, and then click the Download button next to the film.

Make a note of the file size, indicated underneath the Download button, and check this against the size of the file on your computer once it has finished downloading. If these match, then the film has downloaded properly.

14. I’m not getting my forgot password/password reset emails. Please help!
If you have already checked your Spam and Junk folders, and still cannot find the password reset emails, then it is possible that your email provider is stopping them from reaching your inbox.

If this is the case, then we suggest that you create a new Globe Player account, preferably with an e-mail address from a different email provider, and then send us your new account email at player@shakespearesglobe.com. We will then transfer all of your previous purchases and rentals to your new account.

15. I purchased a film a while ago but it doesn’t appear in my library any more.
Make sure that you are signed in with the right Globe Player account. The email address where you received your Globe Player purchase receipts is also your account e-mail, and the one you need to sign-in with.

16. Which browser should I use?
The Globe Player is built to run on all modern browsers. You will have a sub-standard experience if you are accessing the site on outdated versions of Internet Explorer. We recommend updating your browser or downloading Google Chrome instead.

17. Will I be able to watch Globe on Screen films on my iOS/Android device?
For Android you can both stream and download the films to watch locally. For iOS devices we now have the Globe Player app , available for free on iTunes. The app allows you to browse our video catalogue for purchase, as well as gain access to your account and any existing purchases already saved in your library.

18. I have rented or downloaded a film but it is not working/not playing correctly.
In order to best experience our films we strongly recommend using the latest version of Google Chrome for streaming and VLC media player to watch downloaded films on your computer or mobile device.
If the problem persists, please contact us at: player@shakespearesglobe.com .

19. I am not getting any sound from Internet Explorer. What should I do?
In Internet Explorer go to Tools>Advanced, scroll down the list until you find Multimedia and tick the box that says "Play sounds in webpages". Restart your browser and try again.
If the problem persists please consider using Google Chrome to access the Globe Player.

20. Will I be able to place the film that I have downloaded onto my USB stick?
Yes, if your USB stick has enough space to store the film.

21. Will I be able to stream rented films using my Apple TV?
Yes, this is possible by streaming from an iMac, Mac mini, MacBook or Mac Pro to your Apple TV device using AirPlay Mirroring in OS X. You can find detailed instructions about this setup by clicking here.

22. Will I be able to play downloaded films on my Apple TV?
Yes, you will need to download the film onto your hard drive and add it to your iTunes Library. You can find detailed instructions about how this works by clicking here.