Frequently Asked Questions

Q. What is Disney Digital Copy?

A. Disney Digital Copy is the Disney-branded Digital Copy experience, which enables buyers of DVD and Blu‑ray to receive the standard definition digital version of the movie in Windows Media format. The Disney Digital Copy is located on a stand-alone disc and is PC compatible.

Q. What makes the Disney Digital Copy unique?

A. The Disney Digital Copy is a fast and easy way to enjoy your favorite Disney movies, anytime, anywhere on your PC or compatible portable device. Disney fans can watch their DVD in the living room and enhance their mobile lifestyle by bringing a Disney Digital Copy of their movies on the go!

Q. How does the Disney Digital Copy work?

A. Disney Digital Copy works as follows:

  • Insert Disney Digital Copy disc into PC computer
  • Follow on-screen instructions
  • Select Windows Media format
  • Enter unique activation code from insert & redeem Disney Digital Copy
  • Watch the movie on your computer AND/OR
  • Transfer the movie file to Windows Media compatible devices
  • Enjoy!
Q. I followed the on-screen instructions and the movie did not transfer. What do I do?

A. For technical assistance and/or customer service please contact: NL.Support@DigitalCopyhelp.com.

Q. After following the instructions, I cannot transfer my movie to my portable device or it will not play. What should I do?

A. Contact customer support for the maker of your portable device.

Q. Where do I find the unique activation code?

A. Your activation code can be found on an insert inside your Disney DVD or Blu‑ray package.

Q. What do I do when there is no code sheet in my Disney DVD/Blu‑ray Disc case or my code sheet is blank?

A. If you did not receive a code sheet or your code sheet is blank, please contact customer service at: NL.Support@DigitalCopyhelp.com.

Q. Can I use my code more than once?

A. No, you are permitted to use your unique code only once.

Q. Does the unique code for the Disney Digital Copy expire?

A. Yes, the unique code expires 24 months from the initial release of the DVD or Blu‑ray disc. Please, see your insert or the back of the DVD/Blu‑ray package for expiration date. Please, contact customer service at: NL.Support@DigitalCopyhelp.com with any questions regarding code expiration.

Q. What if I get an invalid code error message?

A. Please verify that you have not previously entered this code on another computer and that you are entering the correct characters. If you have not previously used your Disney Digital Copy Activation code and are still receiving an “Invalid Code” error message please contact customer service at: NL.Support@DigitalCopyhelp.com

Q. How many times can I transfer my Disney Digital Copy?

A. For the Windows Media version, you can only transfer your Disney Digital Copy to your computer once. After you transfer the movie to your computer, you can then transfer the movie to your compatible portable device.

Q. How many times can I watch my Disney Digital Copy?

A. You may watch your movie as much as you like, there is no limit on the number of plays.

Q. Can I give my Disney Digital Copy to someone else?

A. No, your movie is non-transferable and is tied directly to your computer and will not play if transferred to other computers.

Q. Do I need the Disney Digital Copy disc every time I want to watch the movie?

A. No, once the transfer is complete you no longer need your Disney Digital Copy disc and can enjoy your movie whenever you like.

Q. What if my Disney Digital Copy disc does not load?

A. If your Disney Digital Copy disc will not load onto your computer, please verify that your computer has a working DVD‑ROM drive. If your computer has a working DVD‑ROM drive, you may be able to manually launch your Disney Digital Copy disc using the “Start” or “Explore” function on your computer.

Q. If I cannot connect to the Internet, can I still transfer my Disney Digital Copy to my computer?

A. No, in order for the Disney Digital Copy code to be verified, you must be connected to the Internet. However, you only need to be connected when you first transfer the movie to your computer, not each time you watch your Disney Digital Copy.

Q. What types of portable devices will my Disney Digital Copy be compatible with?

A. For the Windows Media format, portable devices must be Windows Media PlaysForSure compatible or Certified for Windows Vista compatible.

Q. What if I don’t have a compatible portable video device?

A. You can always watch the movie on your laptop or desktop computer.

Q. What happens if I delete my Disney Digital Copy from my portable device? Is it possible to transfer it again?

A. For the Windows Media format: Yes, as long as you did not delete the Windows Media file from your computer.

Q. If I delete my Disney Digital Copy from my computer, can I transfer it again later?

A. For the Windows Media format: No. When you transfer your Disney Digital Copy to your computer you use your unique code. Codes can only be used once. Therefore, if you delete your movie from your computer and attempt a second transfer, the unique code will not work. Disney strongly recommends backing up files to avoid losing your Disney Digital Copy.

Q. What if the transfer is interrupted or cancelled before it is complete?

A. You will be notified you have canceled the process and will be given the option to retry, or you can enter your code and follow the instructions on how to transfer the Disney Digital Copy again.

Possible Solution Check List:

  • Make sure you have enough space on your computer or portable device’s hard drive. You usually need about 2 gigabytes of free space.
  • On the computer, ensure you have the latest version of your selected media player. For Windows Media Player check here to learn more.
  • Make sure your computer meets the minimum system requirements detailed on the back of the insert located in your DVD or Blu‑ray disc package
  • If, after reading the Disney Digital Copy FAQs you cannot find the solution to your problem, contact customer support at: NL.Support@DigitalCopyhelp.com. Please have the following information available to make the customer service process move more quickly:
  • Your unique code found on the insert in your DVD/Blu‑ray packaging
  • Your email address
  • The title of the movie you are having the issue with
  • Your computer’s operating system and version
  • Your computer’s web browser and version
  • Your computer’s media player version
  • Any specific error message you have received

If your issue relates to a portable device, please contact the manufacturer’s customer support hotline first.

Q. What are the computer requirements to use my Disney Digital Copy?

A. Your PC computer must have an Internet connection and a DVD‑ROM drive. It must also have current media player software. To watch movies on the go, you’ll need a compatible portable video enhanced media player. This player must be able to play copyright protected content and be able to sync with Windows Media Player.

Q. What is the current software required?

A. PC users will need Windows Media Player 11 or later and Windows XP or Windows Vista with the latest Windows service pack. For optimal performance, we recommend that you upgrade your Windows Media Player as updates become available.

Q. How much space does the Disney Digital Copy use on my hard drive?

A. Disney Digital Copies take up to approximately 2 Gigabytes of free hard drive space. This number can vary, please check the current minimum requirements on the packaging.

Q. I live outside of Benelux; can I transfer the Disney Digital Copy?

A. No, at this time, the Disney Digital Copy is accessible only in Benelux.

Q. What devices work with Windows Media Player?

A. For the Windows Media format, portable devices must be Windows Media PlaysForSure compatible or Certified for Windows Vista compatible. Portable devices must be Windows Media Video 9 and Windows Media Audio compatible. For more details, please contact your device manufacturer.

Q. What are the minimum requirements to properly enjoy my Disney Digital Copy?

A. Minimum system requirements:

  • Internet connection and DVD‑ROM drive
  • PC: Windows Media Player 11 or later on Windows XP or Windows Vista with latest Windows service pack recommended on Windows XP 32 bit or Vista.
  • All files require a minimum of 1 – 2 GB or storage.

Portable media player must be: Windows Media PlaysForSure compatible or Certified for Windows Vista Compatible.

Q. How many computers/portable devices can I transfer my movie to?

A. If you select Windows Media Player format, you can transfer your movie to one computer and one Windows Media Player compatible portable device as set forth in the end user license agreement (Terms & Conditions).

Q. How do I transfer my Disney Digital Copy?

A. Transfer to PC:

  1. Insert Disney Digital Copy disc into your PC’s DVD drive, launch the application, click on the “Activate” button from the main menu and follow the on-screen instructions.
  2. Choose Windows Media for your Disney Digital Copy.
  3. When prompted, input the unique code found on the insert located in your DVD or Blu‑ray package to activate the Disney Digital Copy and follow the on-screen instructions.
  4. After the transfer completes, the movie can be watched on your PC and transferred to your PlaysForSure compatible portable device.
Q. I am being asked to update my Windows Media Player. How do I do this?

A. You must upgrade to the latest version of Windows Media Player in order to use the application. To upgrade please follow the instructions below:

  1. Click here to get the free upgrade.
  2. If prompted, restart your computer after the upgrade is complete.
  3. Launch Windows Media Player to customise settings and exit.
  4. Insert your Disney Digital Copy disc or browse your DVD‑ROM drive and double click the application.
Q. I am being asked to upgrade my security components of Windows Media Player. How do I do this?

A. You must upgrade security components of Windows Media Player so you can play protected files on your computer. To upgrade please follow the instructions below:

  1. Click here to get the security upgrade.
  2. After the upgrade is complete click the “Next” button below.
Q. Why is the Security Upgrade button grayed out?

A. On Windows Vista systems, this control is disabled because of a setting in Internet Explorer. To resolve this issue, click Tools and select Internet Options. In the window that appears, select the Security tab. Then uncheck the "Enable protected mode (requires restarting Internet Explorer)" option and click OK, and close the browser. Click here to return to the security upgrade page. After completing the upgrade, please restart your computer and run the Digital Copy installation again.

Q. When I try to obtain a Windows Media license, why do I get a continuous loop of prompts asking me to upgrade Windows Media Player or Windows Media Security?

A. To correct this issue, you may want to remove/rename the DRM cache on your system and re-upgrade Windows Media security components. You may first try directly accessing the security update page here (be sure to allow the blocked content). If that does not work however, you may want to contact Microsoft or take additional steps and follow the instructions below:

NOTE: Performing the below procedure will make all DRM licenses on your computer inaccessible, unless you reverse your changes later. You may want to contact your administrator for help. If you choose to continue the following steps have been supplied as a courtesy. These are recommended for advanced computer users.

  1. Close Windows Media Player, then go to My Computer, then to the C:\Documents and Settings\All Users directory. (Vista users, go to C:\Program Data\Microsoft\Windows) If you don't see this, that's because it's a hidden folder. See below for instructions on how to set your folder view options to make this folder visible.
  2. In this folder there is a folder called "DRM". If you don't see this, that's because it's a hidden folder. See below for instructions on how to set your folder view options to make this folder visible.
  3. Select the DRM folder, and select File > Rename from the toolbar menu at top.
  4. Rename the folder and hit Enter when done.
  5. Reinsert the bonus disc, and select the Digital Copy option.
  6. You will be prompted to upgrade Windows Media security components. Please follow the onscreen prompts to complete this upgrade process.
  7. Once complete, the pop-up from the DVD should now display the fields with which to enter your authentication code, from the insert included with your DVD.
  8. Proceed with entering the code and download the files to your computer.
  9. Play back the files as normal in Windows Media Player.

Setting folder view options

Windows XP:

  1. Open a My Computer window.
  2. In the toolbar menu at top, select Tools > Folder Options
  3. In the Folder Options panel, select the View tab.
  4. Under the Advanced Settings section, select the "Show hidden files and folders" option, and uncheck the "Hide protected operating system files" option, then click Apply.
  5. At the top of that panel, select the "Apply To All Folders" option and click OK.
  6. You should now be able to see the hidden files and folders in your directories.

Windows Vista:

  1. Click the Start button and select Computer.
  2. In the window, click the Organize button, and select "Folder and Search Options" from the list.
  3. In the Folder Options panel, select the View tab.
  4. Under the Advanced Settings section, select the "Show hidden files and folders" option, and uncheck the "Hide protected operating system files" option, then click Apply.
  5. At the top of that panel, select the "Apply To Folders" option and click OK.
  6. You should now be able to see the hidden files and folders in your directories.

To restore your original DRM licenses

  1. Close Windows Media Player, then go to My Computer, then to the C:\Documents and Settings\All Users directory (Vista users, go to C:\Program Data\Microsoft\Windows).
  2. In this folder, find the folder called "DRM".
  3. Select the DRM folder, and select File > Delete from the toolbar menu at top.
  4. In this same directory should be the older version of the DRM folder that you renamed previously.
  5. Select this folder and rename it back to DRM. Hit Enter when done.
  6. Your original DRM cache is now restored.
Q. What happens if I lose my insert?

A. If you have misplaced or discarded your DisneyFile Digital Copy activation code you may take part in the one-time replacement program. To take advantage of this offer, please contact customer support at NL.Support@DigitalCopyhelp.com.