SAG Awards iTunes Support
If you’re having issues with your iTunes Codes or film downloads check below for common questions about movies downloaded from the iTunes Store.
If you need additional support: Please contact SAG support at firstname.lastname@example.org or (818) 940-0321.
If you are having an iTunes Store specific problem (Apple ID’s, account information, playback issues) please visit Apple Support here. All other inquiries can be handled by the SAG Awards Member Support Team (see above).
Using Your Code
Q: How do I use my code?
A: To redeem your code you will need an iOS device, or iTunes for Mac or PC. To get the latest version of iTunes, start here. Once you have the latest version of iTunes installed, click here for instructions on how to redeem your code.
Q: My code says it’s already been redeemed, what do I do?
A: First, check to see if you’ve already redeemed the code and downloaded the movie by following these steps. If you haven’t redeemed the code yourself, please contact SAG. They will be able to assist you with a new replacement code.
Q: My code says it’s invalid, what do I do?
A: Please contact SAG. They will be able to assist you with a new replacement code.
Q: What countries can my code be used in?
A: Codes are only valid in the US. If the content is not available in your country’s version of the iTunes Store, you will get a message when you try to redeem the code.
Downloading your Movie
Q: I don't have enough storage to download the offer, what can I do?
A: You will need to remove content from your device or computer to create enough space to download your movie. For more information on removing content, please start here. For more information on how large movie files are, check here. The actual size of the movie you are trying to download is listed in the iTunes Store.
Q: I removed some content to make enough space to download my movie, but how do I start the download again?
A: You can download your movie from your previous purchases by following these instructions.
Q: How do I get the SD version of my movie?
A: You can download an SD version of your movie from your previous purchases by following these instructions, but make sure to uncheck the box in the lower right corner of iTunes marked “Download HD when available”. This will make sure that you only download an SD copy, even if HD is available.
Q: How long will it take my movie to download?
A: The download time depends on the speed of your Internet connection. For more information, check this article.
Q: I can't download the Movie offer over my mobile network.
A: A Wi-Fi connection is required to download movies.
Q: Why is the download is so slow?
A: Download times vary based on the speed of your internet connection. For more information, check this link.
Q: What if I don't want to download the Movie now?
A: You can complete the download at any time by downloading the movie from your previous purchases. For more information on how to do that check this link.
Q: I’ve downloaded my movie, but where do I find it?
A: Movies on an iPhone, iPad, or iPod are inside the Videos App. On a Mac or PC, you can find the Movie inside your iTunes Library, which is inside the iTunes application. For information on downloading past purchases, check this article.
Q: My download got interrupted, how do I start downloading again?
A: You can find information on how to restart an interrupted download here.
Q: Can I start watching the movie even if it isn’t done downloading yet?
A: Yes, you can begin playback before the movie has finished downloading.
Q: I have deleted my movie from my computer, where can I find it again?
A: Click here for instructions on how to download a previously purchased movie.
Watching My Movie
Q: Which version of iTunes do I need to watch my movie?
A: You can watch your movie using iTunes 10 or later. To get the latest version of iTunes, start here.
Q: My movie finished downloading fine, but when I watch it it doesn’t play back correctly, or there are problems with the video. What can I do?
A: Try deleting the movie and downloading it again. If you’re still having issues with the movie, contact Apple Support.
Q: When I try to watch my movie I get a message that the computer is not authorized.
A: Make sure that your computer is authorized for your Apple ID.
Q: My computer can’t play back an HD movie. What can I do?
A: If your computer can’t play HD movies, you can download an SD version from your Purchased page in iTunes.
Q: Where can I find subtitles?
A: If your movie supports subtitles, you can find the settings in the playback controls for your device. For more information, check here.
If you can’t find your answer here, or you need more help:
If you’ve already spoken to the distributor about your code and you still need help please start here.
Important Note: Screen Actors Guild Awards, LLC and SAG-AFTRA ("Parties") make no representation or warranty about any websites you may access to redeem your promotional codes. The parties have no control over the operation of the respective websites, nor over the use of disclosures of personal information you choose to share with them. Registration with and/or usage of such websites are subject to the respective sites' Terms and Conditions and Privacy Policies.