Movies and Videos FAQ

If this information does not answer your question, please email us by clicking on the Contact Us button at the bottom of page.

If you have a question about Movie Rentals, try the Movie Rentals FAQ.


I can't purchase or view movies.

Make sure you are using the latest version of iTunes. To see if your computer meets the Windows or Macintosh requirements and to install the latest version of iTunes free of charge, visit:


I want to prevent my children from purchasing anything but "PG" rated movies.

Easy! iTunes Parental Controls let you restrict Movies, TV Shows, and Music to specific rating guides.

To change your iTunes Parental Control Settings:

  1. Launch iTunes
  2. Choose "Preferences" from the iTunes menu
  3. Click on Parental

From here you can set your Parental Controls and limit your child's access to content that you deem unsuitable.

Read more about using Parental controls.

For information on the FCC TV Ratings Guide click here. For information on the Motion Picture Association of America's film rating guide click here.


I can't download my purchased movie or video.

Movies are large files and may take time for your download to complete. Click here for a quick reference guide with average download times. Read this article for help with downloading purchased videos.


Where can I get more information on Movies?

Read our Movie FAQ


When I try to play my purchased video, I see a gray screen.

Make sure you have the latest version of QuickTime installed. It is available to download free-of-charge from our website. Remember to restart your computer after the QuickTime installation is complete.

Read this article for troubleshooting tips with video playback.


I paid for a video that didn't download.

Most times, your download will restart the next time you open iTunes, even after a power outage. To see if you have any pending downloads, select “Check for Available Downloads” under the Store menu in iTunes 8 (or “Check for Purchases” under the Store menu in iTunes 7). If your download doesn't resume as expected, please report the problem directly through your Purchase History in iTunes.

To report a problem with your video download:

  1. Locate the video in your Purchase History
  2. Click the "Report a Problem" link
  3. Select the appropriate Problem choice from the dropdown menu
  4. Enter a description of the problem in the comments field and hit Submit

Our support agents will review your request and get back to you as quickly as possible.


A purchased video looks or sounds bad.

You can report issues such as video quality problems with your iTunes Store purchases directly through the iTunes Store.


I can't transfer my video to my iPod.

First, make sure that you're using the latest version of the iPod software. Your computer will also need to be authorized to play your purchased videos before you'll be able to transfer them to your iPod. Choose "Authorize Computer" from the Store menu in iTunes 7 to authorize your computer for playing purchased videos.

For help with synching your Purchased Videos with your iPod click here.

If you're still having difficulty transferring purchased videos to your iPod, please see our video FAQ for iTunes and iPod.



Still need help?

  • Ask a question and get a response within 48 hours to the email address you provide.