Motolounge - FAQs

1. How do MotoLounge credits work?
When you sign up for MotoLounge, you will automatically be allocated 2 free content credits. You can browse the site and purchase anything for that value with these credits. Simply select an item and choose the "Click here to Purchase Using Your MotoLounge Credits" option. You will notice you have a credit balance on the left hand side of the site once logged in. Each type of content has a different credit value. Please check Step 3 on the buy page of your chosen content item for more information. When you have used up your free content credits, your balance will return to zero. You will then need to pay for content on the site, but for EVERY piece of content purchased, Motorola will allocate 1 free content credit to your account! *(offer subject to change without notice). Once you have accrued member credits your credit balance will be updated on the site. (Credit balance updates occur at midnight every night for the previous day's transactions). You can then use these member credits to download more free content.

RINGTONES

2. What is a ringtone?
A ringtone is a melody that is played on a mobile phone, when the phone is receiving a call. You can change your ringtone as many times as you like and make your phone sound as original as possible. Most phones have ringtones pre-programmed by the manufacturer but if you want to personalise your phone just check out our range of ringtones. If you have a compatible mobile phone you can change your melody or ringtone as many times as you like!

3. What is a polyphonic ringtone?
Polyphonic ringtones are rich synthesised sounds using a combination of instruments to audio produce musical sounds. Have a listen to the previews on our site before you make your purchase but please check that your phone is compatible before downloading.

4. What is a Funtone?
Funtones are a collection of noises, music, speech and other sound effects which you can download on to your handset. Most phones will allow you save these tones as your ringtone, SMS message alert tone, and/or your alarm alert tone.

5. How many ringtones can I save on my phone?
Most phones are programmed to store a number of ringtones. Please check your phone's manual to see the storage details.

6. What do I need to download ringtones?
You will need to have a phone which is capable of downloading ringtones. Please be aware that attempting to download a ringtone from our site to an incompatible phone will attract a charge. To specifically download true tones, polyphonic ringtones and real tones you will need WAP & GPRS activated to download your items via your mobile phone. Please arrange with your mobile service provider to have your WAP & GPRS connection activated.

7. How often are new ringtones added?
New additions are added on a weekly basis.

8. Why can't I listen to the ringtones on the website?
Your PC must have a sound card and a midi player. If you are using Windows 95, 98 or NT upgrade to the latest version of Windows Media Player. If you are using an Apple Mac, upgrade to the latest version of Apple QuickTime.

9. Can I send a ringtone to another mobile phone?
No, you cannot send a ringtone to another mobile phone. Our service does not allow for customers to forward a ringtone to another mobile phone. It is possible to download and save a ringtone of your choice to another compatible phone other than your own but it is not possible to send a ringtone from your phone to another.

GRAPHICS

10. What is a wallpaper?
Wallpapers can be a colour or a grey-scale image that you can save on the display of your phone. It is visible most of the time when the phone is switched on. Please check that your phone is compatible before downloading.

11. What is a screensaver?
Screensavers can be colour or grey-scale animated or still images. You can set them to appear on your phone while you're not using it when it is switched on. Please check that your phone is compatible before downloading.

12. What do I need to download graphics?
You will need to have a phone which is capable of downloading graphics. Please be aware that attempting to download a graphic from our site to an incompatible phone will attract a charge. To specifically download wallpapers and screensavers, you will need WAP & GPRS activated to download your items via your mobile phone. SMS cannot be used to deliver these type of downloads. Please arrange with your mobile service provider to have your WAP & GPRS connection activated.

13. Can I send a graphic to another mobile phone?
No, you cannot send a graphic to another mobile phone. Our service does not allow for customers to forward a graphic to another mobile phone. It is possible to download and save a graphic of your choice to another compatible phone other than your own but it is not possible to send a graphic from your phone to another.

GAMES AND APPS

14. What are java games or apps?
Java games or apps are simplistic 2-D games like on your PC but ones which you can download and play on your phone. Please check that your phone is compatible before downloading.

15. What do I need to download java games or apps?
You will need to have a phone which is capable of downloading java games or apps. Please be aware that attempting to download a game or app from our site to an incompatible phone will attract a charge. To specifically download games or apps, you will need WAP & GPRS activated to download your items via your mobile phone. SMS cannot be used to deliver these type of downloads. Please arrange with your mobile service provider to have your WAP & GPRS connection activated.

16. Can I send java games or apps to another mobile phone?
No, you cannot send a java game or app to another mobile phone. Our service does not allow for customers to forward a java game or app to another mobile phone. It is possible to download and save a java game or app of your choice to another compatible phone other than your own but it is not possible to send a java game or app from your phone to another.

WAP

17. What is WAP?
WAP stands for Wireless Application Protocol. WAP is used for accessing the internet with mobile phones.

18. Why do I need WAP & GPRS activated to download base tracks, polyphonic ringtones, covertones, real tones, screensavers and wallpapers?
You will need WAP & GPRS activated to connect to the WAP browser to download your items via your mobile phone. SMS cannot be used to deliver these type of downloads.

19. How do I set up my phone to use WAP?
Please contact and arrange with your mobile service provider to have your WAP & GPRS connection activated. When your mobile service provider confirms your connection, please locate within your phone's menu your WAP access area and select either 'WAP Sessions', 'WAP Set-Up', 'Services', 'Internet' or equivalent. Then select your settings and select your GPRS mobile network and set as default. Your phone is now set-up to use WAP! If you're still experiencing problems please contact your phone manufacturer.
Note: If your mobile network is not listed in your WAP Sessions', 'WAP Set-Up', 'Services', 'Internet' or equivalent, your mobile service provider has not activated your WAP & GPRS connection. Please contact your mobile service provider to activate your service.

20. My WAP connection is not working.
Perhaps your mobile service provider connection is not valid. For further details please contact your mobile service provider.

21. When connecting to the WAP browser, I get an error message.
Please check with your mobile service provider that the WAP & GPRS connection has been configured correctly in your phone and that the connection is active on their network. This error may also occur when you're attempting to download an item which is not compatible to your phone or if you're out of your mobile service carrier network coverage.

22. When downloading the file, I get an error message.
Make sure that your phone is compatible with the item you are attempting to download as some phones support a limited selection of formats. The error message may also be a result of a disruption to the WAP service - as a result of not being within your mobile service provider network coverage.

23. Can I download true tones, polyphonic ringtones, real tones, videos, screensavers and wallpapers using a normal mobile service?
No, WAP or GPRS access is required to be able to download the item.

24. What happens when I download an item to a mobile phone that is not in a mobile service or coverage area?
You will not be able to download via WAP if you are not in a mobile service network coverage area as you will not be able to access the WAP service.

COSTS

25. How much does this service cost?
Please proceed through to the buy page once you've found the item you want to download. There you will be presented with three easy steps on how to purchase. WAP charges will also apply if you require WAP & GPRS to download your item. Please check with your mobile service provider to get details of these charges.

26. Will I still be charged if I discard my download?
You will be charged for every download item you request regardless of whether or not you save it to your phone.

27. Will I still be charged if I try to download an incompatible download?
Yes, you will still be charged for the item you attempt to download, even if it is not compatible with your mobile phone.

28. Can I download items if I am a pre-paid customer?
Please review your contract with your mobile service provider to see if you’re eligible for downloading.

CUSTOMER SERVICE

29. Who can I contact for assistance?
If you require any assistance please contact our Customer Care Team.
Australian customers: Phone: 1300 724 406 E-mail: support@miainternational.com
Overseas customers: Phone: +61 2 9925 8894 E-mail: support@miainternational.com
Please note: Support hours are open from Monday to Friday, 9am to 6pm AEST.

GENERAL

30. Do I need to register for this service?
No, you do not need to register for this service. Just simply choose an item from the WEB and follow the instructions for download on the buy page. Please check that your phone is compatible before downloading.

31. Can I use this service with any mobile service provider?
This service is available to Telstra, Optus, Virgin and Vodafone customers. Please make sure you have WAP & GPRS activated on your phone before attempting any downloads. Access to this download service may in some cases be restricted for your set-up, please review your contract with your mobile service provider.

32. What if I can't access the 1900 number?
Some mobile phone accounts and normal landline or payphones may have call barring. Call barring is when the owner of a phone account restricts or bars certain or all types of calls to and from the phone, i.e., outgoing calls, international calls, or calls to 1900 numbers. Please contact your service provider if you have difficulty accessing this 1900 number.

33. Who can download these items?
You must have a compatible phone. When you start searching for your favourite download on our site you must always select your phone first. Your selected phone is then always visible on the top left-hand corner of the page so please make sure your phone is displayed before purchasing your selected item for download.

34. How do I download the item I want?
Once you're on the buy page of your preferred download item, please follow the step-by-step instructions. You must have ready your mobile number and the keyword of the item of your choice. You will receive an SMS containing a WAP URL. You will need to enter our WAP address on your phone and then follow the WAP instructions to download your item. Please continue with the download instructions as per your handset operator’s manual.

35. I have downloaded my item, now how do I activate it?
When you've received your downloaded item you can instantly apply it when your phone prompts you to save now. If you wish to apply downloaded files at a later time, check your mobile phone's manual to see where they have been stored.

36. What happens if I change my mobile phone, but not my mobile number?
Items are saved to your phone. So if you were to switch to a new mobile phone, any items you have saved will not longer be available on your new phone.

37. What do I do if my phone 'panics' or crashes?
You will need to reset it. Please refer to your handset manufacturers manual for instructions on how to.

38. What is Mobile Number Portability?
On September 25, 2001 Mobile Number Portability was introduced in Australia. From this date all Australian mobile phone users were able to keep their mobile phone number when crossing over to another mobile service provider.

39. What is an SMS?
SMS is a 'Short Message Service' text message. It is made up of a maximum of 160 text characters - characters are not only letters but they also include spaces and punctuation. If you are not sure how to create a short message, please refer to your mobile phone's manual or contact your mobile phone mobile service provider.

40. Who can receive an SMS?
Anyone can receive an SMS as long as you stay within the maximum length of 160 characters.

41. What is a URL?
It is an address used to go to a website/WAP site destination. For example, www.mymoto.com.au is a URL.

42. Copyright Disclaimer
We have no knowledge of any infringement of copyright on our site, or in the products we provide. However, if you believe we have infringed your copyright or trademark, please contact us at support@miainternational.com so we can rectify the situation as soon as possible.

43. What is our complaints policy?
Introduction
Mirror Image Access Australia Pty Limited is a global provider of mobile content and mobile content technology. Our aim is to provide the highest level of customer service and customer support, which includes the handling of customer complaints.

MIA’s Complaint Process
MIA provides a dedicated group of trained customer service and support staff to ensure your call is facilitated and addressed on a 1st call resolution basis.
Our call centre hours of operation are between 9am - 6pm, Monday to Friday. Outside of these hours a friendly team of customer service staff are available to answer your call, take down your information, and assign a Customer Support representative to tend to your queries,

MIA can be contacted by;
Within Australia: 1300 724 406
Overseas: +61 2 9925 8894

MIA's Complaint Escalation Process
If you are not happy with the outcome of a call or resolution, or regarding a customer service representative, you can escalate your query to MIA’s Compliance Manager for a review of your case.
When contacting MIA's Compliance Manager, you must have established communication prior with a Customer support representative to ensure all your information has been captured on file.

MIA's Compliance Manager can be contacted via the below methods of correspondence
Email: compliance@miainternational.com
Snail Mail: Compliance Manager
C/O MIA International
Level 2 221 Miller Street
North Sydney
2060