How do I contact your Customer Service Team?

Email: support@prizeking.com

Phone: 0800 935 561

When contacting us by either phone or email, please include the following details:

1. Mobile Number
2. Date of Request/Interaction
3. Requested Download/Interaction
4. Your Carrier
5. Mobile Handset Make and Model

This will ensure that your enquiry will be answered efficiently. Without these details you may experience delays.

What do I do with the download link I received?

After you placed your order, we'll send you an SMS.

1. You will see "Service Message Received" on your mobile.

2. Press "View" > "Options" > "Retrieve" and the download will begin.

IMPORTANT: By clicking on the link, you will be immediately connected to the internet on your mobile through WAP/GPRS and the download will start automatically. Please make sure you never interrupt your download, otherwise when you click to download again, your will receive an error saying "This has already been downloaded to your phone".

3. Save it when the download is completed.

4. Assign it as a tone, wallpaper, SMS alert etc as desired.

* And remember: each SMS allows one download only!

Why can't I download when I click on the WAP link?

There are a few possible reasons:

a) Your phone is not compatible

Before making a download request you must 'select your phone' on our website or check the compatible list on advertising material. To check if you phone is compatible click here.

b) Your phone is not WAP and GPRS enabled

In most cases, when you buy a new handset they are not automatically WAP and GPRS enabled. You can have your phone enable by calling your carrier/network. Please contact your carrier and they will help you out. It’s free to get your phone enabled.

New Zealand Carriers

Telecom - 0800 22 55 98

Vodafone - 0800 800 215

How do I claim my prize?

If you are a winner, you will receive and SMS informing you that you have won, and your Unique Prize Code. Call 0800 935 561 and enter your winner's code (option 4)

Why can't I set my tone as my SMS alert?

For some mobile phones (e.g. Samsung, SonyEricsson, Motorola, and LG) it is not possible to set sound effects as message alerts. Please check if your handset allows sound effects and tones as message alerts before ordering your download.

Why haven't I received my download?

There are a few possible reasons why you haven’t received your download:

a) Your phone is not WAP and GPRS enabled

In most cases, when you buy a new handset they are not automatically WAP and GPRS enabled. This can be easily done by calling your carrier/network and it’s free. Please contact your carrier and they will help you get your phone enabled

b) Your handset is not configured correctly

On some handsets, WAP and GPRS is deactivated by default. If WAP push is deactivated, you won`t be able to receive any download links. This problem occurs more frequently with certain Samsung and Sony Ericsson mobiles. You can easily activate your WAP Push on your mobile as follows:

Samsung and Sony Ericsson WAP Push configuration: From the main menu go to Messages, and then to WAP Push/Push permit. Please change the setting to always.

Siemens - HTTP and JAVA configuration: In Siemens mobiles the HTTP and Java profile must be configured separately to the normal WAP settings. Please ask a Siemens representative for assistance.

d) Technical issues with your carrier / network

If there are issues or outages on your carrier network, you may have problems receiving your download. Please contact our customer service team so we can resend the link to your phone for free.

e) Lack of credit for pre-paid users

If you requested to buy a tone or image (to be charged through your mobile account), you must ensure you have enough credit to pay for your order. You will only be charged when you receive your requested content. If you do not have enough credit, you will NOT receive your download even after topping up your account. To receive your download please just order again (Rremember: you have not been charged for it!).

IMPORTANT FACTS

Bill payer permission

You must seek permission from the bill payer before using this service as purchases will be charged to the mobile account.

Find out how to download when you receive your link

After you placed your order, we'll send you an SMS.

1. You will see "Service Message Received" on your mobile.

2. Press "View" > "Options" > "Retrieve" and the download will begin.

IMPORTANT: By clicking on the link, you will be immediately connected to the internet on your mobile through WAP/GPRS and the download will start automatically. Please make sure you never interrupt your download otherwise when you click to download again, your will receive the error saying ?This has already been downloaded to your phone?.

3. Save it when the download is completed.

4. Assign it as a tone, wallpaper, SMS alert etc as desired

* Each SMS allows one download only.

Internet downloading charges

When downloading tones and images your carrier will charge you standard downloading rates. This is because you will be accessing the internet on your phone through WAP/GPRS to download your content. Please check with your carrier if you would like more information on this.

Is your handset supported / compatible?

Only the phones listed as supported can receive content - tones and images - from 4645. Check if your handset is supported by referring to the Supported Phones page.

Is your handset WAP/GPRS enabled?

Your mobile phone must be WAP and GPRS enabled to receive tones and images from 4645. This is easily done by contacting your carrier. There are no costs to be enabled. If you are not sure whether your phone is enabled, your carrier will also be able to assist you:

Payment Method

You will be billed on your mobile account (on your phone bill if you are on a plan or have your credits deducted if you are a pre-paid customer): this means your account will be charged $3.50 when you receive the SMS with the tone or image you requested.

Refunds

Please note we are unable to provide refunds if you try to download content to an incompatible phone or if your phone was not internet (WAP/GPRS) enabled at the time of your request.

Saving and assigning content

There are thousands of handsets in the market and many new ones being released every day. Each handset is different, so please always refer to your handset manual for saving and assigning your new mobile tone or image.

Technical errors

If you are having problems to download or receive your content? please check our FAQ section. If you are still having problems or would like to speak to us, please contact our Customer Service Team. In the event of technical error on our behalf or your carrier?s behalf, we'll resend you the content requested free of charge after your complaint has been lodged with us.