Hi jeff sorry for the late reply, my handle is sudoku87. Can u reset the trial once u solved the issue? I have not been able to take advantage of it.

OK, I just spent some time checking our email logs and looking into your issue. The first thing I need to do is apologize for there not being a reply to your most recent email, back in November. It looks to me as though your email was accidentally archived in a group of junk mail. This is totally our fault and is absolutely unacceptable.

As far as the rest of the correspondence goes, I think our rep handled things fine - I would not have changed a thing about the replies, the speed at which they came, or anything else.

The actual crux of things is that your issue is so incredibly unique that in my 4 years at CardRunners, with the literally tens, if not hundreds, of thousands of emails I've answered, I've only heard of this happening one other time, and that person was also from Singapore. Unfortunately, I cannot recall what ended up fixing the issue.

I just tried one thing on your account that *may* fix the issue. I also gave you a complimentary week. In order to get that started, you will likely need to log out and clear your cookies/cache, and log back in. Then give the vids a try and let me know what happens. Please direct all future correspondence to our support email as we really, really, really prefer to not run customer support in the forums. The main reason for this is that we like to keep a centralized archive of all our support. Without one, I could never have looked up your email history and see what went down previously.

So, please email support@cardrunners.com with the subject line, "ATTENTION JEFF" and I will handle things personally.

Regards,
Jeff Miller
Corporate Support Manager
CardRunners LLC
support@cardrunners.com

Hi jeff,
First of all thanks for all ur effort to help. (reading emails and stuffs)
Im abit confused here, am i not facing the same problems as those in this thread?
I will log in and check when i get home after work. Will direct any problems to support if any. Thank u once again.

No, you are not facing the same issue, I don't think. With you, I believe it is an issue with your actual physical location.

Hi Jeff, thanks for looking at my account. I am based in Singapore. I can now download the videos but cannot run them from the website. My login is also stable now so have made progress.

User name is silverslick

Oddly enough, we seem to be having an issue with people based in Singapore.

I just passed this along to tech. I hope to have an answer by Wednesday.

Thanks for the update

I'm still not sure what the deal is, but they are working on it!

OK, so it took a bit, but I think we finally have something in place. Can you please log out, clear your cookies/cache, and log back in then try streaming? I have my fingers crossed here...

Hi did as requested, still not working but I can download and view

Yeah, I am aware it didn't take.

We are back on it, trying to track down the issue.