Customer Service, FAQ and Troubleshooting

Call Us *

US: 704-529-1600
Toll-Free: 1-800-628-0241
FAX: 704-523-8235

Chat With Us *

* English language telephone support is available Mon-Fri 10AM - 8PM Eastern US Time.

Multilingual support is available via email.

General Questions+

How old do you have to be to watch these movies?
You must be 18 or 21 years of age to watch the movies depending upon the age of consent for viewing adult material in your area. You may not allow any person that is not of legal age (for viewing adult content as defined by your governing laws) to view any of the content or images found by accessing this site. Again, the appropriate age for viewing our content may vary depending upon your viewing area and it is solely within your liability to verify what age constitutes legality within your viewing area. By ordering, you are releasing and discharging the providers, owners, and creators of this site from any and all liability that might arise. You must understand and acknowledge that you may be in violation of your governing laws if you breach any of these terms and conditions.
How can I create an account?
You can create an account by selecting "Sign Up" from the navigation. Enter the required information and submit. You will need to add minutes to your account to watch content.
Can I watch these movies on my tablet or phone?
Yes! When you choose the "Play" button, it allows you to enjoy thousands of movies on your Apple, Android or other supported devices.
What if I want to change my account information or reset my password?
For any changes, such as your Email, Password or Payment Information on your account, select "My Account" from the navigation.
How can I be removed from the mailing list?
If you do not wish to receive our marketing emails please use the one click unsubscribe link at the bottom of every email. Please note that you will still receive order confirmations when you purchase products at the email address you provided when you established your account.


What if I have a question about a charge on my account?
You may contact us via the options at the top of this page
What forms of payment do you accept?

Visa, MasterCard, Discover, Diner's Club, JCB, PayPal, certain Crypto currencies and gift cards.

You can send us a payment by money order or cashier's check via mail. To pay by mail, please choose the "Pay By Mail" option from our list of payment methods, which will then display the items in your cart, the total amount, your user information and our mailing address. Please print and mail this page with your payment.

Why is my credit card/account being declined?
Transactions are declined for various reasons. The most common reason is not entering the same billing address that your financial institution has on record. Please contact your financial institution directly for information regarding your decline, or try an alternate form of payment.
What is your refund policy?

Refunds are issued on a case-by-case basis. If you are dissatisfied with your purchase, we will provide an alternate option for your purchase; including product substitutions or refunding(if applicable). If you purchase a package of Pay Per View Minutes (PPM) and have used the majority of the minutes, refunding will be denied unless the circumstances require review from our Billing Department. In the event you experience difficulty while attempting playback of any of your purchased products, it is highly recommended that you contact Customer Service for technical support. All refunds and substitutions are subject to managerial review.

Please contact us if you are unsatisfied with our service or are experiencing any unresolved technical difficulties.

How long does it take to receive a refund?
All refund requests are sent to our Billing Department for processing. We ask that you allow 1-2 business days for processing. Once processed, billing will provide correspondence via email. Refunds typically take 5-7 business days to post to your banking account.
What is SegPay?
SegPay is a payment platform that allows us to offer PayPal and certain Crypto currencies as payment options.
Why can't I just use PayPal without going through SegPay?
Due to processing rules, PayPal requires some sites to use an intermediary like SegPay.
What does the "Change Currency" button do?
Clicking the "Change Currency" button will switch your currency to US dollars, and allow the PayPal payment through SegPay to be processed.
I'm trying to use SegPay but it says my local currency is not supported.
With SegPay we are only able to accept the US Dollar though we can accept transactions globally.

Purchasing Minutes+

How does Pay-Per-Minute Work?

As the movie plays, time is deducted from your account, calculated to the second so you get the most from your minutes. Note that some movies have a different consumption rate than others and will deduct time at a different rate than movies with a normal consumption rate. Please see the consumption rate section of this help page for more information.

Watch all or part of as many movies as you want. The minutes stored in your account stay there until you use them. To check how many minutes are in your timebank, click on "My Account" and your total will be listed on the top of that menu.

How do I Purchase Minutes?
If you are a new user, and do not have an account, you must first create your free account. If you are an existing user, simply log in as you normally would. Then visit the Add Time page to select a time package to purchase. From there you can add the package to your cart, or use the "Quick Buy" function if you have a credit card already saved on your account. You must be logged in and have a saved credit card on file for the "Quick Buy" function to display.
Does my time ever expire?
Your time never expires.
How do I check how much time I have left?
Your current timebank can be viewed under the "My Account" menu.

Subscription Pay-Per-Minute Packages+

What is a Subscription Pay-Per-Minute package?

A Subscription Pay-Per-Minute package is a discounted subscription plan that automatically rebills your credit card every 30 days and adds minutes to your account. The first 30 days are billed at the regular purchase price. The rebill rate is discounted by 10% for all rebills after the initial charge.

When you subscribe, you are billed and the minutes are added to your account for immediate use. Unused minutes always roll over to the next month.

What if I use up my minutes before my next billing cycle?

To review your list of your Subscription Minute Packages, please visit My Account > Purchases > Subscription Minute Packages. To rebill a subscription before your scheduled billing date, choose the "Rebill Now" button listed within that particular subscription's section that you would like to replenish. Your successful transaction will be processed and the minutes will be added to your account immediately. Your next "rebill" date will now be 30 days from when you last replenished your minutes.

You can still purchase non-subscription Minute packages, if you wish. You may have multiple Subscription Minute Packages as well. All of these minutes go directly into your timebank immediately upon successful purchase or rebill.

How can I cancel a Subscription Minute package?

To review your list of your Subscription Minute Packages, please visit My Account > Purchases > Subscription Minute Packages. To cancel a subscription, choose the "Cancel Subscription" button listed within that particular subscription's section that you would like to cancel. Cancelling will stop your subscription minute package from all future re-billing. If you have unused minutes in your account they will continue to be available for use; partial refunds will not be issued for cancellations. As with all other minutes, these do not expire.

If you have additional questions, please call our Customer Support team at: 1-800-628-0241 or 704-529-1600 or send an email to [email protected].


Getting Started with Rentals
  1. First set up your free user account.
  2. Once you find a movie you like, choose the "Rental" button to add it to your cart.
  3. Once you have finished browsing our directory of movies, click on the cart icon Cart Icon and you will be brought to the checkout page to complete your order.
  4. To view the movie(s) that you have rented, go to My Account > Purchases > Rentals.
When does the time on my streaming rentals start?
The viewings period for all rentals begin decreasing at time of purchase. Once your transaction has been verified and your product has been delivered to your account, the countdown begins.
How do I know how much time I have left to watch the movie?
Navigate to My Account > Purchases > Rentals. Here you will see how much time remains within your viewing period before your movie reaches expiration.
Can I rent more than one movie at a time?
Yes, you may rent as many movies as you want and watch them until your viewing period has ended for each rental.

Stream 4 Life+

What is Stream 4 Life?
Stream 4 Life is a viewing option that allows you unlimited streaming access to a title for as long as that title is available on our platform.


Getting started with downloads
  1. First set up your free user account.
  2. Browse the site until you find a movie or scene you would like, then choose the "Download + Stream" button to add it to your cart.
  3. After completing your purchase, navigate to My Account > Purchases > My Movies or My Account > Purchases > My Scenes. Here you will find your available downloads as well as any Stream 4 Life titles that are available.
  4. Click the download link and save the file to a memorable location where you will view these files from.

Consumption Rate+

Why does some content consume minutes at a greater rate than others?
In an effort to encourage studios to send us their newest and best movies as close to their street release dates as possible, we must offer certain titles at a higher consumption rate. Other content is placed at a higher consumption rate because studios consider those videos to be rare, hard to find, or special in some other way. While many higher consumption rate titles revert to the regular price over time, some studios with rare content require us to keep their content at a higher consumption rate for even longer. Content with consumption rates greater than or less than 1x will be labeled to indicate the rate of minute consumption.
Why does some content consume minutes at a lower rate?
Movies at less than 1.0x rate are a limited time special discount streaming rate. Content with consumption rates greater than or less than 1x will be labeled to indicate the rate of minute consumption.


On occasion Movie Monster - Adult Video on Demand may send out promotional codes that offer discounts or special offers to our users. These promotional codes will be redeemable by applying the code to your purchase on the cart page of this website.

Some promotional codes may be single use only and may not apply to some premium products or products that are already on sale. Products not eligible for promotional discount will be identified on the cart page after applying the code.

If you have applied a code and then choose not to use the code at the time of purchase, you may remove the code and your cart prices will update accordingly. If removed, the promotional code will still be available for use on any future purchase up to its published expiration date.

If you have any questions or require assistance, please contact our customer service department.

Google reCAPTCHA+

What is Google reCAPTCHA?
Google reCAPTCHA is a free service that uses advanced risk analysis techniques and machine learning to help protect websites from automated spam and abuse. A "CAPTCHA" is a Turing test designed to tell human and bots apart--it's easy for humans to solve, but hard for "bots" and other malicious software to figure out. For more information, see the: Google reCAPTCHA website.
Why am I getting an error message relating to Google reCAPTCHA?
reCAPTCHA functionality is provided by a 3rd-party JavaScript library hosted by Google that is loaded by your browser when visiting our site. Some advertising/content-blocking browser extensions may interfere with the operation of Google reCAPTCHA and prevent the site from working properly. If you receive a Google reCAPTCHA-related error message when using our site, it may be necessary to exempt Google reCAPTCHA from your ad/content blocking software's enforcement rules. For more information, consult the documentation for your particular ad/content blocking software or contact Customer Service for assistance.

Remember Me+

How does 'Remember Me' work?

When logging in choose the 'Remember Me' option and we will write a cookie to your browser that will enable us to identify you in the future. This cookie contains just enough data to determine who you are and what device you logged in on. This cookie does not contain your username or password. Logging out of your account will remove this cookie, requiring you to provide your login credentials the next time you login.

I used 'Remember Me', why do I have to login again?

There are a number of reasons why you may need to login to the site again even if you selected 'Remember Me'.

  1. The cookie is expired or deleted.
  2. You are logging in on a different computer.
  3. You are logging in on a different browser.
  4. A new version of your browser changes how we identify your device.
  5. We have changed how the cookie is read.

If you continue to experience problems with this feature, please call our Customer Support team at: 1-800-628-0241 or 704-529-1600 or send an email to [email protected].

Apple AirPlay®+

How can I use this Site with Apple AirPlay and the Apple TV?

This site is compatible with Apple AirPlay and the Apple TV. You can use the entire site via AirPlay and / or use our video with AirPlay compatible devices. Please consult this Apple Support page for details.

Google Chromecast®+

Is this site compatible with Google's Chromecast

Yes, we currently have a beta version of our Chromecast® enabled player available to most users. Currently you need to be running a chromium compatible browser in order to use a Chromecast device. Please follow the instructions provided by Google for your device.

How can I use this Site with Google's Chromecast?

  1. The device you are streaming from must be on the same network as your Google Chromecast device.
  2. When you start playback on one of our videos, you should see the Chromecast icon display at the top of the playback window.
  3. Click on the Chromecast icon and select the Chromecast device you wish to use from the list of devices. (if you have more than one Chromecast you will see a list, otherwise only one will be available) If you see a "Sources" drop down, do not select that, just select the name of the Chromecast device from choice above it.
  4. Once you select your Chromecast, you should see playback begin on that device.
On the device you initiated playback from, you can use the scrub bar, play/pause control, volume control and end the Chromecast session. Moving the slider will show you images of the approximate spot in the video you can jump to.

What if I don't see the Chromecast icon during video playback?

  1. The device you are using is not on the same network as the Chromecast.
  2. The Chromecast is not plugged in or available. (confirm your device can see the Chromecast by using the Google Home)
  3. Your browser may not be based on Chromium and does not support Chromecast.

If I am casting to my TV, will others be able to see that something is being cast to the device?
This depends on the current implementation of Google Cast. Older version would allow all other devices on the network to see that something is being cast. This functionality can now be adjusted in the "recognition and sharing" section of your Google Home settings for the specific Chromecast device. We reccomend you disable the "Let others control your cast media" for any devices you intend to cast adult content. Currently there is no indication on other devices whether or not someone on another device is casting.
I clicked on the cast icon Chromecast Icon and nothing seemed to happen.
On some current versions of Google Chrome, there is a Google Chrome issue which keeps the Select Device Dialog from being displayed, or is displayed on a different monitor (in a multi monitor setup). This has already been fixed in future versions of Google Chrome and will resolve in the future without any changes needed by us.
If I am seeing the issue above where the cast icon does nothing, is there anything I can do?
Use the embedded player setting instead of the pop-out player located here.
Which Chromecast devices are supported?
All currently available Chromecast devices are supported at this time. This includes all three generations of Google Chromecast devices as well as televisions with Google Cast support.
My Chromecast playback seems to get stuck, or stutter, or disconnect unexpectedly.
Please try lowering the max bitrate located here to something below 1080p and see if that solves the issue.
I am having trouble casting to my Google Hub.
Some chromecast devices such as the Google Hub, may not support high resolution casting. In this case you may simply see a Google Cast logo on the screen. Lower the video bitrate and try again.
I am having trouble with the cast disconnecting. What trouble shooting steps can I take?
If you have issues with disconnecting, make sure that your Google Play services and Google Home app are up to date on your phone/tablet.


What is X-Pass?

X-Pass is our latest subscription product offer that grants users unlimited streaming access to over 5,000 movies that are updated weekly. In addition, X-Pass members will receive 30 VOD minutes each month to view any title in our extensive library, as well as a 5% discount off any á la carte purchases made on our site. Members will also receive special offers and promos exclusive to X-Pass members only.

What are VOD minutes?

VOD minutes are minutes that are credited to a user's account each month.

* VOD minutes can also be purchased using the "Add Time" link on the site and are offered in various quantities and price points.

Do VOD minutes expire or roll over?

VOD minutes DO NOT EXPIRE and can be used anytime, even if you have chosen to cancel your X-Pass subscription.

I favorited a movie/scene that was in X-Pass, but it is no longer available in X-Pass. How do I watch it again?

Titles are rotated in and out of the X-Pass library weekly to ensure that there is always fresh and engaging content available to X-Pass members. If a title is no longer available through X-Pass, you can still view it using VOD minutes or it can be purchased as a Download, Stream4Life, or Streaming Rental. You will receive a 5% discount off the retail price as part of your X-Pass membership.

Can I download or rent movies/scenes to watch later?

Yes! Most of our titles can be purchased as a Download, Stream4Life, or Streaming Rental and you will receive a 5% discount off the retail price as part of your X-Pass membership. (some exceptions may apply)

What items do I get a discount on as an X-Pass member?

As an X-Pass member, you will receive a 5% discount* on any á la carte purchases on our site. This includes Movie and Scene downloads, Rentals, Stream4Life purchases, and VOD Minute packages.

* Discounts & promocodes are not additive. If you use a promocode discount in addition to your X-Pass member discount, the system will apply the greater discount for you. Items already on sale, do not get the X-Pass discount.

How do I find/watch X-Pass content?

All X-Pass content that is currently available for unlimited streaming to X-Pass members will be marked with an X-Pass badge X-Pass Badge anywhere it is found in our system. To search for only X-Pass content, our Advanced Search Menu will allow you to search and filter either "All Content" or "X-Pass Content". Select "X-Pass Content" to return only X-Pass content results.

How do I stop/cancel my subscription?

You can cancel or stop your X-Pass recurring membership at any time by going to the "My Subscriptions" section under "My Account".

How do I log in to X-Pass?

Your X-Pass membership is associated with the free account username and password that you created when you signed up on our main site. Your user account will continue to work across our site, allowing you to buy minutes and stream content even if you choose to cancel your X-Pass subscription.

I am having problems with my account or technical issues, who do I contact?

If you are having any issues regarding your X-Pass subscription or have questions that are not covered in this FAQ, please reach out to our Customer Support staff and someone will be glad to assist you.

Age Verification+

What is age verification?

You must be 18 or 21 years of age to view our content depending upon the age of consent for viewing adult material in your geographical area. Some governmental units (both in the US and abroad) have passed legislation that requires us to verify your age before you are allowed to view adult content. We use a third-party service called (Yoti) to facilitate this legal requirement for our users where applicable. Yoti provides several easy-to-use methods of age verification.

When will I be prompted to verify my age?

When you attempt to access our site(s) from a geographical region that requires age verification by law, you will be prompted to verify your age every 30 days.

I am not currently in a region that requires age verification, yet I am still being prompted to verify my age. Why?

Due to the complex nature of identifying inbound traffic based on geographic origin, this is not an exact science. Many mobile networks often transcend geographical boundaries. We use an industry-standard library to provide us with this information. We update it regularly so that we're using the most up-to-date information to determine your location. If you are being asked to verify your age and you are not in a legally restricted location, please contact Customer Service for assistance.

I have already verified my age within the past 30 days. Why am I being prompted to verify my age again?

We use a proprietary cookie to store your age verification information. If you remove our cookie from your browser, you will be prompted to verify your age again.

I used Yoti's Age Estimation method, which uses a webcam photo to estimate my age. Does AEBN or Yoti store my picture?

No. Yoti does not store your image and simply provides AEBN with a "pass or fail" which we use to determine access, which we store in a browser cookie.

VR Information+

What is Virtual Reality?
In simple terms, it's the act of using a combination of computing power and optics to simulate a visual and auditory experience that seeks to fool the user into believing they're someplace else. It seeks to replace reality with something else, rather than enhance it. This is usually accomplished by some combination of optics, headphones and head tracking, so you can look around the virtual environment and, in some cases, move within it in some way.
What do I need to watch VR content?
See our VR Help page.
What are my viewing options with VR content?
We currently support Pay-Per-Minute viewing, Streaming Rentals, and VR downloads
What operating systems are supported?
We support the latest versions of Windows, Mac OS, Linux, iOS and Android platforms.
What mobile device/PCs are supported?
We support most modern PCs, tablets, and smartphones. Visit our VR Help page for more information.
What software do I need?

AEBN's current streaming movie player runs within your web browser without any additional downloads or installers.

For viewing downloaded VR files on PCs and tablets, a third-party player that supports 3D Anaglyph is required.

For mobile iOS devices a 3rd party player is required. Choose the 'HLS Direct to Browser' VR Player option and copy the url for use in your preferred VR application.

Do I need a VR headset to watch these videos?
Our 3D content is compatible with smart phones with a cardboard style device, and PC/tablets with Anaglyph glasses. All of our 3D content can be viewed in 2D without any additional accessories.
How do I find VR content?
At the bottom of the categories drop-down menu you will see a "VR Content" button. This will take you to the main VR page. You may also select the "View All Categories" button that is also found at the bottom of the categories drop-down menu. All Virtual Reality related categories start with "VR" which will be found towards the end of the All Categories page.
Can I watch without internet access?
VR files can be downloaded for offline viewing.
When and how to limit bandwidth
Some network connections or devices may not be optimal for streaming 4K VR content. While our players will adapt up or down, you can limit the maximum bitrate to lower your bandwidth. These settings can be found next to every play button.
Can I still watch regular 2D content?
Absolutely. All of our 3D content can be viewed in 2D without any additional accessories.
Does head-tracking work with the player?
Yes, our 360 and 3D 360 content both support head tracking which lets you look anywhere around you within the virtual scene. This means you can look to your left, to your right, behind you and above you. You are surrounded by a 3D world. This is supported on most mobile devices and tablets.
How do I watch VR videos on my Oculus, Vive, Playstation VR, or other devices?

Downloadable VR files are available to support these and other VR viewing platforms.

For the best VR experience, purchase a download of your desired content and download the highest quality file available to your device. Please see your devices documentation for more specific information on playing local content.

Choose "HLS Direct to the Browser" in the Video Settings menu if you are using a device that is capable of playing VR content directly, and our current VR Player has not been able to properly render content on your device.

We will automatically choose "HLS Direct to the Browser" if you are using the Oculus Browser™.

When streaming content to the Oculus Browser™ you may need to choose the correct settings to properly view the content. You can choose 180, 360 and 2D, 3D Side by Side, or 3D Top / Bottom.

How do I watch VR content on the iPad?

Our default VR player should work on iOS 13 and higher.

How do I watch VR content on the iPhone?

Our VR Player does not currently work on the iPhone. You will need to use a 3rd party player.

VR Troubleshooting+

Why is my video freezing and jumpy!?
Some older devices may experience problems playing our content. This may be a local bandwidth issue or your device may not be able to load the video at the optimum/optimal speed. You can change your settings in the drop-down menu located next to the play button. For more information, see our test videos on our VR Help page.
Why is my device getting so hot?
VR players make heavy use of your device's graphics processor. Extended periods of use may lead to devices overheating. *Users should be familiar with all operating procedures and warnings associated with your viewing device as provided by the manufacturer.
Why is my battery draining so quickly?
VR players make heavy use of your device's graphics processor which in turn will drain your battery quicker than normal.
What if my mobile device or VR device is not listed in the devices supported?
We are working to increase the number of devices we support to ensure that everyone has a positive viewing experience, but there are A LOT of devices out there. As such, it is going to take some time. We will update these documents when we make any changes to the devices and hardware we support.
My question is not listed here, what can I do?
Please contact our Customer Service department using one of the options at the top of the page.
Our player does not appear to be working. How do I play the content?

If you experience issues you can try 3rd party players that support streaming content. You will need to choose "HLS Direct to the Browser" in the Video Settings menu. You will then need to copy the provided url and paste it into your selected player.

VR Content - Health and Safety Notice+

All content is provided by third parties and may be used with various third party VR devices. Your use of such third party devices to view third party content is AS-IS and at your own risk. Read and follow all setup and operating instructions and safety warnings provided with the virtual reality equipment you are using. Content available for viewing on VR devices produces an immersive virtual reality experience, and users may have reactions to that experience, including simulation sickness, nausea discomfort, eye strain or disorientation. These reactions may be triggered when viewing VR Content for a brief or sustained period of time. Immediately stop viewing the VR Content if you experience any of these symptoms. Do not drive or operate machinery until you have recovered from any symptoms you experienced. See a doctor before viewing VR Content if you have a history of experiencing these symptoms or if you are prone to seizures. Anyone viewing VR Content should take frequent breaks while doing so. Remain seated whenever possible when viewing VR Content and take special care to be aware of your surroundings to ensure you do not injure yourself or other people around you while you are viewing or immediately after Viewing VR Content.

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