Purchasing

My order has been declined

Please double check that you have entered all of your information correctly, specifically:

• Your billing address
• Your telephone number (this is used for fraud checking only)
• Your name
• Your email address
• Your 16 or 18 digit card number
• The card's expiry date
• The 3 or 4 digit card security number (the last few numbers on the signature strip
• If you are using a Switch, Solo or Maestro card, the issue number on the card

Please contact us if you have entered all of the above correctly and are still having difficulties.

My basket keeps emptying itself

This is a problem we are currently working on. In the meantime, try deleting your cookies and starting again.

I can't see the music I ordered in my orders page

• Press the "Refresh" or "Reload" button in your browser when viewing your order page to refresh the screen.
• Empty your internet cache. Instructions for how to do this are given below.
• Ensure that you are logging into the same account from which you ordered the music.
• If you think you mistyped your email address when signing up for an account or still cannot see your music, please contact us.

Help for Norton users

If Sheetmusicdirect.com appears to be behaving erratically whilst using Norton software, this may be because it blocks certain information about your session on our site being sent to us. For information on how to fix this, please visit the relevant page on the Symantec website.

If your sheet music / backing tracks / video lessons don't work or download as expected, this may be because Norton is using its ad-blocking or popup-blocking filtering on our site (even though we don't have any adverts). In order to fix these problems, see the instructions below:

If you are using 2003 Norton products:

1. Open your Norton software.
2. Click Options and select Web Content.
3. Select Add Site, and enter www.sheetmusicdirect.com
4. Click the User Settings tab, and uncheck Use Ad Blocking settings.
5. Select Permit.

If you are using 2004 Norton products:

1. Open your Norton software.
2. Highlight Ad Blocking and select Configure.
3. Click Advanced.
4. Click Web Content, and select Add Site.
5. Enter www.sheetmusicdirect.com
6. Click the User Settings tab, and uncheck Use Ad Blocking settings.
7. Select Permit.

For 2005 or 2006 Norton products:

1. Open Internet Explorer.
2. Log in to your Sheetmusicdirect account.
3. Click the NIS (2005 products) or Norton Internet Security (2006 products) icon on your browser's toolbar.
4. Uncheck the box next to Block pop-ups from this website.
5. Restart Internet Explorer.

To disable the Norton 2006 pop-up blocker, follow these steps:

1. Open the Norton 2006 program installed on your computer.
2. From the Options drop-down menu, select Norton Antispam.
3. Click General under Ad Blocking.
4. Uncheck the box next to Turn on Pop-up Window Blocking.
5. Click OK.

Emptying your internet cache

In order to fix some problems with the Scorch software, it can occasionally be helpful to empty your internet cache.

Your internet cache is an archive of temporary files that your browser keeps in order to speed up general surfing on the web. However, if this archive gets too large it can slow down your browser and affect your general browsing experience.

Windows

Internet Explorer 7

• Within Internet Explorer, click Tools > Internet Options (or ALT > T > O)
• Under Browsing History, click Delete...
• Under Temporary Internet Files, click Delete Files, then Yes
• Click Close, then OK.
• Restart Internet Explorer.

Internet Explorer 6

• Within Internet Explorer, click: Tools > Internet Options...
• In the middle of this window, click Delete Files...
• In the dialogue box that appears, tick Delete all offline content
• Click OK.
• Restart Internet Explorer.

Firefox

• Within Firefox, click: Tools > Options... > Privacy > Clear Now [under 'Privacy Data']
• Make sure the Cache box is ticked, then click Clear Private Data Now.

Mac OSX

Safari

• Click the Safari menu.
• Select Empty Cache (or ALT-COMMAND-E).
• Click Empty.

Firefox

• Within Firefox, click: Firefox > Preferences... > Privacy > Clear Now [under 'Privacy Data']
• Make sure the Cache box is ticked, then click Clear Private Data Now.

Deleting cookie files

In some rare circumstances, you may need to empty your cookie files if Sheetmusicdirect.com appears to behave erratically. Cookie files can sometimes become corrupted and this is the best way to fix them.

Windows

Internet Explorer 7

• Within Internet Explorer, click Tools > Internet Options (or ALT > T > O)
• Under Browsing History, click Delete...
• Click Delete Cookies.
• Click Close, then OK.
• Restart Internet Explorer.

Internet Explorer 6

• Within Internet Explorer, click the Tools menu, then click Internet Options...
• Click Delete Cookies...
• Click OK.
• Restart Internet Explorer.

Firefox

• Within Firefox, click: Tools > Options... > Privacy > Clear Now [under 'Privacy Data']
• Make sure the Cookies box is ticked, then click Clear Private Data Now.

Mac OSX

Safari

• Within Safari, click Safari > Preferences > Security > Show Cookies.
• Select all www.sheetmusicdirect.com cookies by shift-clicking the top and then bottom entries.
• Click Remove, Done, then close the Preferences window.

Firefox

• Within Firefox, click: Firefox > Preferences... > Privacy > Clear Now [under 'Privacy Data']
• Make sure the Cookies box is ticked, then click Clear Private Data Now.