Please read through the areas relevant to your problem. We hope they will answer all your questions, but if they do not, feel free to contact us by emailing support@cantos.com or calling 00 44 (0) 20 7936 1330.
To help us solve your query quickly, include as much information as possible when you contact us:
- Your username (the email address with which you log in to the site)
- Description of what you are trying to do and how it is not working
- Details of any error message you have received
- The operating system you are using, and which version
- Which internet browser you are using
- Which software you use to view emails
Registration Support and FAQ
Cantos improvements and new registration
We have recently changed the way we ask people to register and sign in to watch video on Cantos.com. This page explains these changes and why we've made them. You can find more information on general Help topics on the Help page (link).
More about our improved sign up
We have changed our registration process for two primary reasons. Firstly, to make it easier for our visitors to view the video they want to watch. Registering will mean that viewers can watch videos uninterrupted from the start – if you have been to Cantos.com in the past to watch film, this means you will no longer be required to log in after the first 30 seconds of the video playing.
Secondly, we have introduced a number of new, free email products. To subscribe to these free email updates that cover a number of topics you will need to sign up, fill in the optional profile information (as much or as little as you like, but if you complete 100% you will be entered into the free prize draw to win a £50 iTunes gift card) and you can then simply select the email subscriptions you are interested in. You can unsubscribe to these at any time.
How do I sign up?
When you click a film to watch, you will be taken to the new registration page. Fill in your basic details and then check your email inbox for a validation email from us. Click on the link within this to confirm the email address that you have provided.
From here, you can set a more memorable password and complete your profile information (all optional, but you will be entered into a free prize draw to win £50 iTunes Gift Card if you complete 100%), and sign up to any email subscriptions that are of interest to you. You will also receive a Welcome email from us.
What to do if you don't receive a validation email
Most visitors will receive their validation emails within minutes of registration. If you don't receive your validation email within 24 hours, you can contact support@cantos.com.
Please include your name and email address that you registered with in your email. We will respond to your email as quickly as possible during normal UK working hours.
What is 'My Profile'?
In addition to the basic registration details (name, email and password) we have introduced a page where you can give us further, optional information about yourself. This includes information about your job, company and basic personal information.
Knowing more about the people that use Cantos will help us to develop the site, the content we make and the services we offer in a way that is relevant and helpful for you. The more we know, the better we are able to provide you with the information and services that make your day to day decision making easier.
Tell me more about the Prize Draw
If you complete your profile information, we will automatically enter you into our monthly free prize draw to win a £50 iTunes Gift card. You can read the terms and conditions of this draw here [link].
What other changes are happening?
We are planning further changes to Cantos.com in the future and we will tell you more about these as soon as we are able to. If you have opted in to receive emails from us about updates and new services, you will be amongst the first to know.
I live outside the UK. Am I still able to enter the Prize Draw?
The prize draw is only open to residents of the UK, Isle of Man, The Channel Islands and Republic of Ireland. You can view the full Prize Draw T&C's here.
Troubleshooting
- How can I use the Cantos website?
- What is my username?
- What do I need to use the Cantos site?
- Why do I get the message 'The supplied login was invalid?'
- I fill out the registration form but nothing happens
- Why can't I see any videos?
- Am I viewing from behind a firewall
- Why can I see video but not hear anything?
- How do I subscribe to the free Cantos emails?
- How do I see which email subscriptions I am signed-up for?
- What happens if I change my email address?
- Why haven't I received any emails?
- How do I unsubscribe from alerts?
How can I use the Cantos website?
To watch video on Cantos you will need to register. It’s free and simple to do. Fill in the registration form, check your email inbox for our validation email, click on the link within this email and change your password. You then have the option of completing your profile, but you can go ahead and watch video, returning to complete your profile later.
What is my username?
Your username is the email address you gave us when you registered.
What do I need to use the Cantos site?
To view video content on Cantos, you will require a moderately fast PC or Apple Macintosh with:
- An internet connection
- An activated sound card
- Flash software to view videos (download from adobe.com)
- Pop-up blockers disabled (for webcasts and Charts of the Week)
- ActiveX enabled (if disabled, a yellow bar should be visible at the top of your browser with an option to enable)
- No streaming media blocks in place in your company (you may have to speak to your IT department to make sure of this)
Why do I get the message 'The supplied login was invalid?'
This indicates a username problem. Your username is the email address you gave us when you registered.
Please note that usernames and passwords are case sensitive and should be in lower case. Ensure the Caps Lock is off and try again.
If you are still experiencing problems, please email support@cantos.com stating the username that you are trying to use and what happens when you try to login.
I fill out the registration form but nothing happens
The main cause of a registration failing to go through is that the user has already registered in the past, using the same email address. An email address cannot be registered more than once, so if it is already in our system you will be unable to register it again.
If you registered on Cantos in the past, try logging into the site using your email address.
If this is not the case, please email support@cantos.com or call 00 44 (0) 20 7936 1333. Please include all the information requested by the registration form in your email. It would also be helpful if you could include details regarding the operating system you are using and the internet browser (including version) with which you are viewing the site.
Why can't I see any videos?
There are several factors that may affect your ability to view video. Our recent programming is available in Flash only. Some of our archived content is available in Windows Media only. Some of these factors and possible solutions are listed below:
Are you using the minimum correct software versions?
You may not have the latest versions of the relevant software. We recommend that you use:
- Flash player 8 or higher
- Windows Media Player 6.4 or higher
- Internet Explorer 6.0 or higher
- Firefox 2.x or higher
- Safari
How high is your Internet Connection Quality & Speed? The number of users with whom your share your connection, and the bandwidth that is used for connection, will affect your Internet connection quality.
For example, if you access the Internet through an ISP or through a network in an office, many users sharing this connection will cause 'congestion', which will reduce the quality of the video. If congestion is the problem, it is likely to be temporary. If you retry later you will usually experience better results.
Is your Internet browser configured correctly? Your software settings may be incorrect. To use the Cantos website, you will need to enable scripting and active content (e.g. enable JavaScript and ActiveX).
Am I viewing from behind a firewall
Your company or your ISP may restrict your access to the Internet.
A firewall is a system designed to restrict access to or from a private network (e.g. an office network) that is connected to the Internet. Almost every company that has an Internet connection will have a firewall.
Firewalls are used to implement security. Mostly they will restrict unauthorised users getting into the private network. Occasionally they will enforce restrictions on users within the private network who are trying to get out to the Internet e.g. preventing users from visiting certain websites on the Internet or blocking video streaming over the Internet.
You may need to check with your IT department that they are not blocking streaming video. You may be given a password in order to access this, or they can add our site to a list of accepted websites.
We are always happy to discuss this with members of your IT team.
Why can I see video but not hear anything?
To hear audio you will need an activated sound card. You may need to adjust your speaker sound settings. If you are using Windows, double click on the speaker icon towards the bottom right of your screen. This will bring up the Volume Control window. Ensure that all Balances are set to maximum and that none of the 'Mute' boxes are checked.
How do I subscribe to the free Cantos emails?
Cantos offer a range of email alerts that you are able to subscribe to, for free. For each service you are able to select how often you receive alerts (where appropriate). For example: As it happens, Daily or Weekly roundup. You will need to register to subscribe to these services. You can unsubscribe at any time. You do not need to be opted in to receiving updates from Cantos about our products and services in order to receive them.
You will need to register to subscribe to these services. You can unsubscribe at any time. You do not need to be opted in to receiving updates from Cantos about our products and services in order to receive them.
How do I see which email subscriptions I am signed-up for?
You can see which email services you are signed up to by going to Your Profile and clicking My Subscriptions. You can also change or cancel your subscriptions from here.
What happens if I change my email address?
You can change the email address you want Cantos to deliver emails to by editing My Profile. This will also change your login to the new email address.
Why haven't I received any emails?
Anti-spam software can sometimes block legitimate emails. To ensure that your email subscriptions always reach your inbox, you can "white-list" emails from Cantos, i.e. tell your spam filter to let messages from Cantos through.
The method for white-listing varies depending on your email software. Often, you can add the address in the "From" line to your Address Book. Alternatively, add the cantos.com domain to your safe senders list or mark it as "not spam".
How do I unsubscribe from alerts?
Login to www.cantos.com and at the top of the page access My Profile, then My Subscriptions. On this page, simply untick the relevant boxes, and we will update our records.
