Frequently Asked Questions

Support

Do I need to be connected to the Internet to run MP3Rocket?

Why am I unable to connect to the network of files?

I am getting a 'STARTUP ERROR' when I try to start the program...

Why doesn't MP3Rocket work on my new PC with Windows Vista/7?

Where can I go to get answers to other software-related questions?

Billing

How do I upgrade to the PRO version if I do not have a credit card?

I entered an invalid email address - How do I get my login info?

How much does the MP3Rocket software cost?

I was charged twice - How do I get a refund of the duplicate charge?

How do I cancel my membership?

Q: Do I need to be connected to the Internet to run MP3Rocket?

A: YES. The Gnutella network is a system of computers connected only through the Internet.
In order for MP3Rocket to connect to the Gnutella network, an Internet connection must be present. MP3Rocket will not establish a connection for you.

Q: Why am I unable to connect to the network of files?

A: If you are unable to connect to the network, but are able to browse the Internet, your
firewall may be blocking the Gnutella port (default port is '6346'). The following programs are only a few popular brands of firewalls:

McAfee Firewall
Norton Personal Firewall
Kerio Personal Firewall
SyGate Personal Firewall
ZoneAlarm Firewall
Windows Internet Connection Firewall

In order to connect to the network, you must configure your firewall to open a port for Gnutella. You can check the instructions provided on the distributor's member site, or contact their support group for further assistance. You can also refer to the Microsoft page on configuring ports on Windows.

Q: I am getting a 'STARTUP ERROR' when I try to start the program...

A: This typically is a result of a corrupted download - we would suggest you uninstall the program and download the file again (you can use the direct download link provided below).
If you are using an older version of the program, installing the latest version may resolve the issue.

PRO Users: Login to Download the PRO Version
Basic Users: Click here to Download the Basic Version

It's also possible your Windows registry could be corrupted, or your system may be infected with a virus. If a reinstall does not work, be sure to run a complete system scan using your Anti-Virus program. Please note that technical support is provided to PRO customers only.
For additional support, consider upgrading to MP3 Rocket PRO. In addition to unlimited 24x7 technical support, you will also get faster downloads, enhanced connection speeds, better search results, free software updates and more!

Q: Why doesn't MP3Rocket work on my new PC with Windows Vista/7?

A: MP3Rocket DOES work with Windows Vista and Windows 7, however there is a conflict with some versions of Java. You will need to fix the version of Java that comes pre-installed with Windows Vista/7. When you login to the Members Area, be sure to follow the instructions provided for Windows Vista/7. The instructions will walk you through the process of removing the current version of Java you have installed, and then the MP3Rocket software will automatically install the necessary version.

Q: Where can I go to get answers to other software related questions?

A: MP3Rocket provides a community-based forum where users can exchange ideas, ask/answer technical questions and provide general feedback. Registration is free and there is no limit to the number of questions you can ask: http://mp3rocketsupport.com/forum/

Q: How do I upgrade to the PRO version if I do not have a credit card?

A: Our merchant provider offers many payment options including Credit Card, Debit Card, PayPal and eCheck. If you would prefer to send payment in the mail, send an email requesting the mailing address to where you can send your payment to:
support@mp3rocket.com

Q: I entered an invalid email address - How do I get my login info?

A: If you mistakenly entered the wrong email address during registration, send an email to: support@mp3rocket.com

Q: How much does the MP3Rocket software cost?

A: MP3Rocket (basic) is completely free to download and use, however, an enhanced PRO version of MP3Rocket is also available for a small, one-time fee. The one-time fee for MP3Rocket PRO is a payment to purchase a copy of the special release of the software (available only to those that purchase the upgrade). Customers that purchase the upgrade also receive personalized, 24x7 Technical Support (via email) and free software updates for the duration of your membership. You will not be charged again by MP3Rocket (or the reseller) after your initial purchase. After your membership expires, PRO users have the option to extend their membership term for a reduced price.

Q: I was charged twice - How do I get a refund of the duplicate charge?

A: Duplicate charges may occur if you use the BACK or REFRESH button on your browser after submitting your payment. Using these buttons causes additional payments to be submitted to our billing system, resulting in multiple charges.
If you believe you have been charged more than once for your membership, please send an email to: support@mp3rocket.com

Q: How do I cancel my membership?

Cancellation Policy: If, for any reason, you are not completely satisfied with your membership, you may cancel at any time with no further obligations. To request a cancellation of your account, send an email to: support@mp3rocket.com. Include CANCELLATION in the subject line.

Refund Policy: You will receive a refund of the purchase price of our software and upgrades within 60 days of the purchase date. Refund requests can be made by contacting our billing department:

Online: send an email to: support@mp3rocket.com or,

Toll-Free: (877) 354-0013*

Please DO NOT call this number for Technical Support. It is for billing inquiries only. Billing agents will not provide Technical Support for your software.

Billing Services provided by:

MP3 Support

C18 The Sands, Bay Road & George Street

Basseterre, St. Christopher