Hegre Help Center


Need Some Help?

If you have a question, we recommend that you check out our knowledgebase to find answers to some of the most common inquiries regarding the site.

If that doesn’t help, you are welcome to fill out a support ticket and one of our expert staff members will get back to you within twenty-four hours.

NB! Membership cancellations must be submitted within 72 hours before a scheduled rebill.
(The membership will still be valid for the rest of the paid for period).

If you have lost your password, you can retrieve it instantly to your email here.


  • Troubleshooting » How do I enable cookies in my web browser? (Back to Troubleshooting ↑)

    hegre-art.com uses cookies to keep you logged in.

    If your cookies are disabled, we won't be able to log you into your account.

    How to enable or allow cookies varies by which browser you're using. Find your browser below to learn how to quickly enable cookies!

    If you're unsure of which browser you're using, please click here!

  • Troubleshooting » Problems playing the films? (Back to Troubleshooting ↑)

    Problems playing/streaming the films live online? here is a little user guide that might help you to download them to your computer:

    Here’s how to download the movies. First, you have to decide which file format you want to use. If you have Windows Media Player, choose Windows WMV. If you have Quicktime, choose MacIntosh MOV. Second, put your cursor over the blue MB number next to the file format you have chosen. If you are using a PC, right click on the mouse and then choose “Save File As” and save the file to your hard drive. If you are using a Mac, click on the mouse while holding down the control button and choose “Download Link to Disk.” Third, with both a PC and a Mac, choose the destination on your hard-drive and then click “Save.” Finally, open your movie viewer, then open the file thru the movie viewer and enjoy! 

    If you do not have a movie viewer on your computer, you can download one by clicking on one of the links below:

    Windows mediaplayer:



  • Troubleshooting » Log-in Problems (Back to Troubleshooting ↑)

    I get the message "Authorization Required" if I try to log in!
    Please keep in mind that username and password are caSe sEnsiTivE!

    Please note that:
    user: "joHn" - password: "DoE"
    is NOT the same as:
    user: "john" - password: "doe"
    Please type in the codes exactly as they were sent to you by e-mail upon your sign-up.

    Disable anonymizing software and do not use anonymizing URLs. Disable programs such as: Norton Internet Security or Atguard Privacy Software or Safeweb. They might be considered hostile by the server's security.

    If you surf via a proxy server, use this link to login:  http://auth.hegre-art.com

  • Troubleshooting » Viewing the Photos (Back to Troubleshooting ↑)

    Why do photos have a poor, pixelated or compressed look?
    Use the correct "Color Depth" Please set your color settings to 24 or 32 bits. 
    To change this settings:

    Windows PC: [Control Panel] => [choose Display] => [click Settings] and set video card to the highest possible color depth (24 or 32 bits).
    De-activate "Image Compression"
    Some Browsers and have a feature that will automatically resize larger images to fit the screen or speed up download time. The result is that the images look ugly. You should de-activate this feature !!!

    Internet Explorer: [click Internet Options] => [Advanced] => [Multimedia] => [un-check "automatic image resizing"]

  • Troubleshooting » The video content on the site loads slowly; how do I play it directly from my hard drive? (Back to Troubleshooting ↑)

    Normally our movies loads super fast as they are served from a global CDN network of servers. But if you have slow internet lines or for some other reason experience slow downloads, to save the file in a specific place (such as your desktop or another folder), right-click on the appropriate file format link and choose the "Save Target As ..." option (This is the same as the "Save Link As..." option in Firefox). Then name the file and save it to your hard drive as usual. On an Apple computer, hold down "Ctrl" and click the appropriate file format link, then choose "Download link to disk." You will now be able to retrieve and play the file at any time from the location selected on your computer.

  • Troubleshooting » Why do I receive the error "Page Cannot be Displayed"? (Back to Troubleshooting ↑)

    This error typically involved Internet Connectivity issues in Microsoft's Internet Explorer browser.

    For help troubleshooting this error in your Internet Explorer web browser, please visit the following Microsoft support page:


  • Troubleshooting » Downloading Zip Files (Back to Troubleshooting ↑)

    How do I download and extract the zip files?

    Windows PC: [right click on the mouse] => [choose "Save File As"]

    Mac: [click on the mouse while holding down the control button] => [coose "Download Link to Disk"] 
    [choose the destination on your hard-drive] => [click "Save"]
    [open the .zip file] => [extract the content to your desired destination]

    No software to open zip files?

    For Windows: http://www.winzip.com
    For Mac: http://www.stuffit.com

    Problems downloading / extracting zip files?
    A common problem (empty zip files, etc.) is the local firewall (hardware / software). Check the settings and allow zip files being downloadable!

    Also check your browser settings (security) if you still have problems.

  • Troubleshooting » How do I update my QuickTime Media Player to the most recent version? (Back to Troubleshooting ↑)

    For instructions on how to do this, click on the following link:


  • Troubleshooting » I have misplaced my log-in information to the site; how do I retrieve it? (Back to Troubleshooting ↑)

    You may visit retrieve your login info instant at any time on this link:

    You may contact Support at any time. We are here to assist you 24 hours a day, 7 days a week, 365-days a year.

    When sending email requests please provide as much information as possible, e.g., subscription ID number, e-mail address, username, last name, and ZIP code.

  • Troubleshooting » How do I update my Windows Media Player to the most recent version? (Back to Troubleshooting ↑)

    For instructions on how to do this, click on the following link:


  • Troubleshooting » Why don't I see the latest updates? (Proxy Servers) (Back to Troubleshooting ↑)

    The problem with proxy servers is that they store content to speed up download speed. This can be a be a problem on frequently updated sites like hegre-art.com. You should surf without proxy servers because you might not get the latest updates otherwise.

    To disable on Windows PC's:
    click [Start] => [Control Panel] => [Connections] => [LAN settings] => [disable any checked feature] => [restart the computer]

  • Troubleshooting » Movies for iPod & iPhone (Back to Troubleshooting ↑)

    First you have to download the complete movie to your harddrive (make sure you have chosen the iPod/iPone version of the movie that is named .m4v at end of the filename)

    Start iTunes. If you have an outdated version of iTunes installed or one without movie support, upgrade to a newer one, we recommend the current version (iTunes 7.7) Download is available here: http://www.apple.com/itunes/download/

    After that, you should see 6 items at the "Media-Library", Music, Movies, TV, Podcasts.... and so on. If you let iTunes manage the movies on your iPod you only have to "drag and drop" the downloaded movie-file into the Movies-Section of your Media-Library. Click on that section afterwards, to proof if the movie is there. Now press "Synchronize" and the movie will be transferred onto your iPod. If you manage the iPod-movies on your own, you have different possibilities to get the movie-file working. The easiest way is to "drag and drop" the downloaded movie into the Movies-area in your "Devices"-section (Your iPod has to be already connected to your PC/Mac for this). Just to let you know, not all iPod's have the possibility for a movie-playback with the default-firmware. iTunes let you update this firmware very easy at the "Devices"-section. Some iPod's are also not designed for movie-playback (although they maybe have enough resolution and colors).

    Alternatively you can surf the iPhone / iPod touch optimized version of http://hegre-art.comat http://ihegre.com and play the movies direct there. Your hegre-art.com membership's username and password is valid on ihegre.com as well :)

  • Sign Up » For what reasons would my bank decline my purchase? (Back to Sign Up ↑)

    The following are common error messages you might receive if your bank or credit card company declines authorization for payment. Please be advised that approvals and errors are issued by the Banking Network; they are not controlled by CCBill/Epoch/Commercegate/ClicknBuy. You might consider re-submitting your payment using an alternate form of billing to successfully create a subscription.

    Some of the most frequent decline reasons are:

    Invalid Card: Please do not put any spaces between the card numbers when entering them into the field. Also, be sure to input the correct CVV2 number (the last 3 numbers shown on the back side of your credit card).

    Pick Up Card: This credit card has been reported as lost or stolen. Please contact your bank or financial institution immediately regarding this decline.

    Service Not Available: Validation has been requested from your bank or financial institution and they have denied authorization for this purchase. Please contact your bank or financial institution for further information.

    Sale Declined by Credit Card Network: The Banking Network rejected the sale. Try using the card again later. Blocks by the Banking Network are usually resolved within 24 hours.

  • Sign Up » For what reasons would CCBill, Epoch, Commercegate or ClicknBuy decline my purchase? (Back to Sign Up ↑)

    The following are common error messages you might receive if the credit card processors has declined your credit card purchase:

    Multiple Submission Attempts: You are being declined due to a series of recent attempted transactions using the same credit card processor. This block might continue for up to 30 days from your last attempted transaction.

    Bank Bin# Blocked: We currently do not process transactions from banks within this region due to the possibility of high-risk chargeback disputes.

    Card Declined at Pre-Authorization: This credit card has been rejected. It is considered high-risk based on address verification, usage patterns and history. A history of chargeback disputes and refund requests does result in a credit card being blocked for many Internet sales. 

    Invalid Fields: A card number or type of card that is not supported or other invalid information has been submitted.

  • Billing » What is meant by the term "Recurring Billing"? (Back to Billing ↑)

    Memberships with recurring billing have subscription fees that are automatically renewed at the end of the original term selected, for a similar period of time, unless notice is received from the subscriber 72 hours prior to the end of the initial billing period in order to cancel automatic renewal.

  • Billing » Why has my subscription "failed to rebill"? (Back to Billing ↑)

    There are several reasons why a subscription may fail to rebill: 

    There are insufficient funds in the account.
    Our system was unable to locate the account.
    The bank or credit card company has declined the rebill attempt.
    Your subscription has been cancelled and no further rebill attempts will be made. 

  • Billing » What is the refund policy for subscription purchases at hegre-art.com? (Back to Billing ↑)

    When you request a termination of your membership, subscription fees are NOT refundable. Subscribers are liable for all charges incurred by them until termination of service. Should a refund be issued by hegre-art.com, all refunds will be credited solely to the payment method used in the original transaction. Hegre-art.com will not issue refunds by cash, check, or to another credit card or payment mechanism.

  • Billing » How long does it take for a credited transaction to post back to my account? (Back to Billing ↑)

    It typically takes the banking system 7 to 10 days to return credited funds back to your account. Please understand that hegre-art.com has no ability to hasten this process. You are responsible for any charges imposed by your credit card issuing bank for exceeding your account limits or overdrawing your account.

  • Billing » How will the charge for my purchase appear on my statement? (Back to Billing ↑)

    All subscription purchases will appear discretely as CCBill.com / CCBillEU / Epoch / Commercegate/SegPay or ClicknBuy along with a toll-free customer support phone number for any questions or concerns. On the hegre-art.com sign-up page you will find the exact item descriptor that will appear on your statement for the particular credit card processor.