The new website is a learning process for all of us. We appreciate your patience & understanding during this transition.
We are hoping this will address some of your questions or issues.
If you send an email, please have patience as we are receiving an overwhelming volume of emails at this time & it is a manual process. Please do not send multiple emails.
How do I log in to the site?
Please Log In at the top of the main page. You will need to log in with your email address & password. If you have requested your password to be reset – please check your junk/spam folder. If you continue to have issues, please email email@example.com with “Log In Issues” in the subject line.
Ten Club Ticket PreSale - Am I Eligible?
You have to have a current Membership by the *announced deadline to be eligible for any Ten Club Ticket Pre-sale. Signing up for a new Membership or Renewing an expired Membership after that date will not make your Membership eligible. However you will be eligible for any future Member's Only Events in your Membership year. *This information is also posted in the News Section in the announcement.
I do not see any Membership Information.
The New Site shows current Membership Information only.
-If your Membership has expired, there will be no current Membership Information.
-If your Membership is Current then when you go to My Account, at the Bottom of the drop down, click My Membership.
-To see your Membership History, click on Payment History on your My Subscription page.
-If your Membership has Expired - You will just need to log in, click My Account, then choose Become a Member, scroll down & choose Membership Level (Digital is digital & Analog is physical). Then continue with checkout.
I cannot figure out how to Renew my Membership.
Expired Membership: You will just need to log in, click My Account, then just choose Become a Member, then scroll down & you can choose the Membership level. Then continue with check out.
Not Expired Membership: You will just need to log in. Then at the top of the screen click on My Account, then My Membership. Then you will want to go to Update Payment Info. Once you have submitted your Billing Information, your current Membership level will automatically be renewed on the expiration date. It should say on your My Membership page when your Renewal Date is.
-We do not have an actual “Renewal” option. As long as you are purchasing your Membership on time, you are technically Renewing.
-Also unless you have updated your Billing Information on the new website after June 6th, your Membership will Not Automatically Renew.
I have just updated my billing information for my Membership Renewal, now what?
Your Membership should automatically Renew at your current Membership level on the night of your expiration date. You should see once you have updated your Billing information on your Billing Information page, that your next payment will be charged to your card. Your Renewal Date is reflected on your My Membership page.
I want to Upgrade from Digital to Analog. How do I do this?
You will want to log into your account. Click My Account---> My Membership. Then choose Change Membership (bottom left side of page) & then go through the Billing process. Then go back to My Account - My Membership to see your Bootleg Coupon. (See Now I have a Bootleg Coupon...) Please email firstname.lastname@example.org once you have upgraded to let us know.
I cannot make a purchase or renew my membership.
You may also need to clear your cache/cookie if this is your first time making a purchase on the new site - See HERE for instructions & you already had an account.
Be sure the billing address you are submitting matches the information your bank has on file for your card. Be sure you are typing the numbers with no spaces. We accepts Visa, MC, AMX, and Discover.
If you continue to have issues, you may want to contact your Bank to make sure your information is correct.
Then if you still have issues, please email email@example.com & let us know.
How do I update My Address?
1. Log In to your account,
2. Go to My Account
3. Click My Addresses – you can edit, update, or delete any address as need be.
Be Sure to DELETE any outdated addresses.
Your Primary Shop Address is where Merchandise you purchase in the Shop will be Shipped.
For Analog Members Only *Very Important - This is where your Analog Membership Benefits will be shipped.
How do I change my Email address on my account?
You will want to log in with your current email address & password. Go to Account Info, then click Online Profile, then Contact Info & update your email address. Then Click Update Contact Info to save.
I have changed my email address & the site says now I need an Activation Code. I did not get one emailed to me.
Please check your junk / spam folder for this email. If you do not see it, please email firstname.lastname@example.org with Activation Code in the subject Line.
What is my Renewal Date?
The site now shows current Membership Information. If your Membership has expired, you will want to become a Member again.
If your Membership is active, please log into your account, got to My Account---> My Membership. This will show your Renewal Date. If you have further issues, let us know.
Log In Issues - I logged in, I try to go to … and it says I need to “log in again.”
This is a browser issue related to your computer. Try clearing your browser's cache and delete cookies before attempting to login. To clear your cache and cookies please go HERE for instructions for your Browser.
Or you may want to download Google Chrome or Firefox:
Where do I find my Bootleg Coupon for My Analog Membership?
Log In to your account, Click My Account, My Membership. This is where you Bootleg Coupon will be. This is valid for one year.
Now I have a Bootleg Coupon – What do I do with it?
The Bootleg Coupon is valid for any Digital Download on the site. It is valid for a free MP3 or $9.99 off on the FLAC.
We currently have the 2008-most of the 2011 & 2012 shows available as well as the 2007 VIC download at this time.
Go HERE for Setlists
Then you will want to find the show you would like in the Shop in Music, Bootlegs, then enter your coupon code during check out where it says “Enter Promotion Code” Your Bootleg Coupon is valid for one year.
My Digital Download is not working or I don’t have the link.
Your link should be in your Order History. You may need to refresh your browser. (See above under “Log In Issues”) If you are using Internet Explorer, you may have issues. Please try another browser like Firefox, Chrome, Safari etc.
PJ downloads are not like itunes downloads, they are compressed and need to be uncompressed before you listen to them.
You need to SAVE the file to your desktop. Once the zip file is saved, you need to double click on the zip file to uncompress the files and a new folder will be created and the files will be in this folder. Please note where this folder is placed, it's easiest to have it on your desktop. You can then drag the folder into your itunes, or click on the individual files and, if itunes is your default media player, the song will open with iTunes.If you continue to have issue with the download, please email email@example.com
I cannot see my order history.
Orders placed on the old site (before June 6, 2012) will not appear in your order history on the new site. We hope to offer an order history archive in the future. All orders placed starting June 6, 2012 are viewable in your order history.
My Membership History is looking weird.
Please visit, My Account, then My Membership. (Please Note: This is where you will find your Renewal Date) You should now be able to see when your subscription is set to renew / cancel. To see your past Membership History, click Payment History. If you feel this is not accurate, please email firstname.lastname@example.org and we’ll look into this further.
Where is my Ten Club Single & Deep Magazine?
This is for Members that purchased a 2011 Membership: These have shipped as of September 17th, 2012. We apologize for the delay. If you have a current membership (and purchased a 2011 Membership), please Log In, go to “My Account,” “My Subscription.” There should be a 2011 Ten Club Single MP3 & Deep Magazine PDF download there for you. You may need to refresh your browser. (See above under “Log In Issues”)
If you have a 2012 Membership: Please log in, go to My Account then My Membership to download the 2012 Ten Club Digital Single as of December 25, 2012. This is where you will find your digital 2012 Deep Magazine when it is up as well.
*If you purchased a 2012 Analog Membership, these will be shipped to you physically in the coming weeks.
I want to get a Gift Membership, How do I do that?
Please Read the entire answer. If you'd like to purchase a gift membership online, you'll need to make sure you are logged out of your existing membership account if you are a member. If you do not know the recipient's log in information, you'll need to SIGN UP with the gift recipient's email address and a password.
At that point, you can follow the regular directions to join the fan club - At the top of the screen click on My Account, then Become a Member. Choose Membership Level, then you will want to go through the billing process, just make sure you put their name and address as the main information, and your billing information in the space provided. You will receive confirmation for the purchase in Your name, but the account will be in their name.
Please note: an email confirmation will be sent to the email address registered to the gift recipient.
So if you want it to be a surprise, please register with an email address you have access to so you can receive the activation email – we or you can update it once you give it as a gift.
You will also receive a “Thanks for Joining” email with the Membership Information. If they have a current Membership account & you make a new one, be sure to let us know when you have given them the gift so we can merge the accounts.
If you do not want an email to go to them, or you'd like to purchase the gift membership offline, you may purchase it via mail (this can take over a month), or fax: 206.447.1848 (please let us know if you fax)
Please Note: To remove your Billing information from the recipient's account, once the Membership is processed, go to My Account--->My Membership & choose Do Not Renew. This will remove your Billing information.
I just registered on the site. Do I have to be a paid member to post in the forum?
With our site, you must be an active paid member of the Ten Club to post to the message board. You do not have to be a paid member to join the Fan Club. You can purchase most items on our site & read the forum. There are fan sites that do not require memberships. Please go to HERE for Membership information.