ABC Family
 
 

FAQ

General Questions

  1. I have a safety concern and/or I'm being bullied online.

    We're here to provide a place for you to have fun with your favorite ABC Family TV programs and movies, watch great videos, and communicate with other fans who love the same shows you do. We want you to feel safe here, so we have certain rules we expect all users of our site to follow. Nothing extreme -- just basic common sense and courtesy, like you'd find anywhere else people get together, online or offline.

    We expect you to respect other members of our community, and also to help us keep this place safe and friendly. There are two ways you can be part of this:

    1. Behave respectfully and thoughtfully. Golden rule, folks.
    2. If you see a problem, flag the post immediately (you must be logged in to flag posts). You can also use our feedback form to report it, but sometimes that takes a little longer than just flagging the post.
    Here are some issues we look out for -- and want you to help us keep an eye on:
    - Harassment and Bullying
    - Self-Destructive Behavior
    - Hateful Content
    - Protecting Yourself Online
    - Online Privacy
    - Abuse (Online or Offline)

  2. What kind of movies do you show?

    We air movies that we think fit our audience's tastes: all kinds of comedies, plus love stories, fantasies, select classics, and more. Many are original movies created exclusively for ABC Family. To find out about what's airing soon on ABC Family, visit our Movies section.

  3. How do your sweepstakes and contests work?

    You can read all about each of our sweepstakes and contests in their individual rules sections. If you still have questions after you've read all about it, send your questions to the sweepstakes administrator, whose name and contact info you'll find listed in the rules.

  4. Where can I send fan mail to your stars?

    You can send all your fan letters to ABC Family, P.O. Box 3000, Neenah, WI 54957. Write the show's name and the actor or actress you want to reach on the outside of the envelope. We cannot promise that anyone will respond to your note, but we will make every effort to ensure that it reaches the intended recipient.

  5. None of my questions are answered here. Where can I go for help?

    If you need help with the site, there are lots of very friendly and capable people over on the support boards.
    If you want to give us feedback about the content of the site or have other concerns, you can fill out our feedback form. We can't always answer questions in the quickest way possible, but we do read your feedback and try to incorporate it into the programming and site.

Technical Questions

  1. I live in the U.S., so why do I see an error that says videos are not available in my region?

    First, check your internet connection. If you live in the U.S. and there was a problem with your internet connection, the video might have gotten lost in the process. Since you were able to get to this page with no problems, it's likely you had a temporary glitch. You should be able to go back and refresh the page to continue the video. If you're still getting the message... we aren't allowed to stream video to web browsers outside the U.S.

    So, we use a technology that limits our streaming only to U.S.-based browsers. Sometimes that technology gets mixed up and incorrectly blocks regions that should be OK. We're sorry about any trouble this causes you. If you live in the U.S. and you are getting the error message, please submit a request to "add my IP address" to the contact page and include your zip code. If you live outside of the U.S., our videos are only available within the U.S. for legal reasons. Sorry for the inconvenience.

  2. Why do videos stutter or buffer when I play them?

    There are a few possible reasons for this issue.

    1. If your Internet connection isn't fast enough, the video may be getting stuck while it downloads. If that's the case, you probably need a faster connection. For example, dialup isn't fast enough. And if you're sharing a connection with lots of other people -- or even a couple others who are using a lot of bandwidth -- that can slow down your video too.

    2. If your computer doesn't meet the minimum technical requirements listed here, you may want to upgrade. Please check your hardware against that list, and make sure your browser and Flash player are up to date. You'll find the latest version of Flash here.

  3. Why can't I see or hear anything when looking at videos?

    If you don't hear any sound from our videos, try these steps:

    1. Make sure your computer's volume levels are high enough to hear.
    2. Make sure your speaker volume settings are high enough to hear.
    3. See if you can hear the audio from other media players, like Windows Media Player or QuickTime. If you can't, the issue is probably not with abcfamily.com.
    4. Restart your browser and try to watch the video again.
    5. If that doesn't work, restart the whole computer and check all the volume settings again (on the player, the computer, and the speakers).

    If all of these steps don't take care of the issue, or if you're seeing a black screen instead of a video image, please reinstall Flash by following these steps:

    1. Uninstall Flash Player here.
    2. Restart your computer.
    3. Reinstall Flash Player here.

  4. What kind of computer and software do I need to watch videos at abcfamily.com?

    If your computer is newer than four years old, you should have no equipment issues when watching our videos. You may need to upgrade your browser or Flash player, but those are both free and can be found online pretty easily.

    To watch our videos, you'll need at least the following:

    - A fairly current web browser (Firefox 3, Internet Explorer 7, or Safari)
    - A current Flash player (at least version 10)
    - If you're using a PC, your computer needs to contain at least an Intel® Pentium® II 450MHz or faster (or equivalent AMD processor), with 128MB or more of RAM
    - If you're using an Apple, your computer should be at least a PowerPC® G3 500MHz, or an Intel Core™ Duo 1.33GHz or faster, with 128MB or more of RAM

    For the more technical people, here's a system requirements list:
    Flash player 10 or higher
    Intel Pentium 4 2.33GHz processor (or equivalent)
    128MB of RAM
    64MB of VRAM
    OR
    PowerPC G5 1.8GHz or faster processor
    Intel Core Duo 1.33GHz or faster processor
    256MB of RAM
    64MB of VRAM

  5. How do I enable cookies and Javascript?
    To have the best possible viewing and browsing experience here at abcfamily.com, you'll want to enable cookies and Javascript in your browser. Please click on your browser below for further instructions:

    - Internet Explorer:
    - Mozilla Firefox on Windows:
    - Mozilla Firefox on Mac OSX:
    - Safari:
  6. Why can't register on your site using my Android device?

    We're sorry you are having trouble registering for ABCfamily.com using your Android phone. We're in the process of updating our systems to support all versions of Android operating systems, but until that is completed please register on our full site.

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