Blockbuster.co.uk - Help

How do I leave feedback about the new website?

At Blockbuster.co.uk we appreciate your feedback and will consider your views as we constantly aim to improve the website.

Please click here to leave feedback about the website using our online contact form.

Once you’ve completed the form click the ‘Continue’ button.

Did this answer your question? If not click here to email an online customer service representative.

Getting Started

How do I sign up to Unlimited DVD Rental?

Signing up to Blockbuster.co.uk’s Unlimited DVD Rental service is quick and easy.

All you need to do is click on the ‘Free Trial’ graphic in the left hand navigation or on the Unlimited DVD Rental message at the top of the homepage.

From there, please follow the on-screen instructions

Did this answer your question? If not click here to email an online customer service representative.

What subscription plans are available?

There are several different DVD subscription plans you can choose from. Our most popular subscription plan is the 3 DVD Unlimited plan priced at £14.99 a month.

Click here to see all our plan offers.

Note: Only two of the plans above start with a two-week free trial. These are the 2 DVD and 3 DVD unlimited plans.

Did this answer your question? If not click here to email an online customer service representative.

What are the charges for joining?

There are no charges during the free trial period of our Unlimited DVD Rental Service! Following the free trial, you will be automatically moved across to the paying service of the selected plan. You will then be charged for the coming months service. Alternatively you can select a different plan to receive more or less DVDs, such as our 1 or 5 disc plans.

Note: You may cancel at anytime, for any reason, with no obligation.

Selecting any other plan that does not offer a free trial will result in being charged immediately from signing up to the service.

Did this answer your question? If not click here to email an online customer service representative.

Why do I have to provide my debit/credit card number when I sign up?

The primary reason for taking your details is to protect Blockbuster from potential customer fraud. Unfortunately occasionally customers have been known to cancel membership of Blockbuster Online, and not return outstanding titles.

We are unable to offer this service to customers unwilling to provide us with valid payment details.

Note: We currently accept Visa, MasterCard and Maestro as payment; unfortunately we are unable to accept Amex, Solo, Electron or Direct Debit.

Did this answer your question? If not click here to email an online customer service representative.

Is it safe to enter my debit/credit card details online?

Blockbuster uses industry standard Secure Socket Layer (SSL) encryption to ensure the highest security for credit card and personal details submitted to us over the Internet. We're confident that we are offering the secure service you can expect from Blockbuster. Our security certificate is issued by Thawte and we use SSL 128 bit key encryption - US industry standard security software.

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Why am I receiving an error message when I enter my card details?

Note: The postcode you are entering during step 5 must be the same as you have registered with your credit/debit card provider.

An error message will appear if we have been unable to authorise your card details. This can occur if your card is no longer valid, or the card details you are entering are incorrect.

If you are receiving the error message at step 3 you can re enter your credit/debit card details and click ‘Submit’

If you are receiving the error message at step 4 you can re enter your postcode and security number and click ‘Confirm’

Did this answer your question? If not click here to email an online customer service representative.

How do I find the titles I want to rent?

With almost every DVD available to rent in the UK, at Blockbuster.co.uk there are lots of ways to find DVDs to add to your list.

Movie Search
You can perform a basic title search using the Search box located in the top right hand corner of the website – just underneath the top blue navigation bar. Type in what you’re looking for and then click ‘Search’.

Advanced Search
The ‘Advanced Search’ allows searches by title, actor, director, genre, language and even keyword.

If you typed in ‘Indiana Jones’ into our synopsis word search, we will show you a list of all the titles with the words ‘Indiana Jones’ in their synopsis.

New
Click on ‘New’ in the top menu bar on the site to find out what’s new and coming soon on DVD. Read our latest reviews and check out what’s new at the cinema.

By Genre
What sort of film are you looking for? To browse the site by genre click on the genre names located underneath ‘Browse’ in the left hand navigation. Click on ‘All Genres’ to see them all.

Collections
Collections are titles grouped together under a common theme (i.e. Essential Action) and contain only the very best titles or TV series. If you are still stuck for inspiration you can browse through a complete list of Collections by clicking on ‘Collections’ in the left hand navigation.

Film Finder
Best of all, and exclusive to Blockbuster.co.uk, you can try out the ‘Film Finder’. It will suggest titles based on your preferences, so tell us what you like and we’ll do the rest. Click on ‘Film Finder’ on the left hand navigation to start.

Did this answer your question? If not click here to email an online customer service representative.

I've signed up to the wrong plan what do I do?

If you have selected the wrong plan please contact our customer service team.

Please contact our customer service team or call us on 0845 60 60 383

Our opening hours are:

9am – 5.30pm Monday to Friday

10am – 4pm Saturday

Did this answer your question? If not click here to email an online customer service representative.

I have been charged while on a free trial why?

There are several reasons as to why this may have happened. You may have selected a paying plan during the sign up process, or you may have accidentally changed your plan during the free trial period.

If you have been billed while on your free trial please contact our customer service team.

Please contact our customer service team or call us on 0845 60 60 383

Our opening hours are:

9am – 5.30pm Monday to Friday

10am – 4pm Saturday

Did this answer your question? If not click here to email an online customer service representative.

My Account

I want to change my account details. How do I do this?

Once you have logged into the site, you should click on ‘My Account’ located on the left hand navigation bar. You will then be presented with a list of options. Under the ‘My Details’ section you will find links to view and update your personal information.

Did this answer your question? If not click here to email an online customer service representative.

I've forgotten my password – can you remind me?

Go to www.blockbuster.co.uk and click on ‘Log In’ in the left hand navigation bar.

At the bottom of the page you should click on ‘Password Reminder’. You will be prompted to enter your registered e-mail address.

You will need to click on ‘Send my password’; your password will then be sent to your registered e-mail address, please allow at least 10 minutes for this to arrive.

Did this answer your question? If not click here to email an online customer service representative.

Can I change my plan?

Yes you can change your plan at any time.

Did this answer your question? If not click here to email an online customer service representative.

How do I change my plan?

To change your subscription plan go to ‘My Account’

Click on ‘Change Your Subscription Plan’.

Select the new plan you would like to upgrade or downgrade to. You will be asked to review our terms and conditions and then confirm.

Note: You can downgrade your plan at any time during your billing month. You will be charged the new plan price from your next billing date provided you have returned the relevant number of DVDs.

For example: if you are on the 5 DVD plan and want to downgrade to a 3 DVD plan, your account will not change until we have received 2 of the 5 DVDs you have in your possession.

Did this answer your question? If not click here to email an online customer service representative.

When upgrading my plan how is the charge calculated?

When you upgrade to a higher priced plan we will calculate a pro rata charge to cover the difference between the prices of your old plan and your new plan for the remainder of your billing month.

For example:
(Example based on plans priced at £14.99 and £22.99)

Your current billing date is on the 10th March. You will be billed £14.99 for service between the 10th March and the 10th April.

On the 1st April you upgrade to a plan priced at £22.99

On the 1st April we will charge you £2.32 for the service you are about to use at the higher price, between the 1st April and the 10th April.

You will be sent the extra DVDs to match your new plan as soon as they are available.

From 10th April you will be charged £22.99 monthly for the new plan.

Did this answer your question? If not click here to email an online customer service representative.

When downgrading my plan how is my monthly charge calculated?

When you downgrade to a lower cost plan we will calculate your payment as follows:

(Example based on DVD plans priced at £14.99 for 3 DVDs and £22.99 for 5 DVDs)

Your current billing date is on the 10th March. You will be billed £22.99 for service between the 10th March and the 10th April.

On the 1st April you decide to downgrade your subscription service to a lower cost plan priced at £14.99.

You need to return 2 DVDs before the 10th April for your new plan to start. You will then be charged £14.99 for the next month’s service on 10th April.

You can downgrade your plan at any time during your billing month. You will be charged the new plan price from your next billing date provided you have returned the relevant number of DVDs.

Note: If the relevant number of DVDs have not been returned by your next billing date we will continue to charge you for the higher value plan. In this event we would recommend returning to the higher value plan to receive the best value for money. You should downgrade your plan before your next billing date allowing enough time to return your DVDs.

Did this answer your question? If not click here to email an online customer service representative.

On a limited plan are any rents carried over if my limit is not reached?

Any rents that may have not been used are not carried over in to the next month’s subscription.

We would recommend customers to choose a plan that entitles them to lower rents per month, should this be of a regular occurrence.

Did this answer your question? If not click here to email an online customer service representative.

How can I rent more DVDs?

If the current plan is not supplying you with enough DVDs it is simple to upgrade your plan or select individual DVDs to rent.

You can upgrade your plan at any time or rent individual titles by using our Pay Per Rent option.

To upgrade your account go to ‘My Account’

Click on ‘Change your Subscription Plan’ located under the ‘unlimited DVD rental box’.

Select the relevant plan you would like to upgrade to and follow the instructions online.

To Pay Per Rent a DVD locate the title you wish to rent and click the ‘PAY PER RENT’ button.

For more information on Pay Per Rent please click here.

Did this answer your question? If not click here to email an online customer service representative.

My List

How do I add titles to ‘My List’?

To add a title to your list, click on the blue ‘Add To List’ button displayed next to each title.

Your selected title will then be added to the bottom of your ‘Current Selection’.

If for any reason your selected title is unavailable it will appear in either the ‘Coming Soon’ or ‘Currently Unavailable’ sections of your list.

Note: We recommend building up a list of at least 25+ titles on the 3 disc plan and 35+ on the 5 disc plan.

Did this answer your question? If not click here to email an online customer service representative.

How do I see the films I currently have out on rent?

To see the titles you currently have out on rent you click on ‘My List’ located on the left hand menu bar.

Then click on the tab titled ‘On Rent’ located at the top of the ‘My List’ page.

Did this answer your question? If not click here to email an online customer service representative.

What have I recently added to ‘My List’?

To see the most recent titles you have added to your list click on ‘My List’ located on the left hand menu bar.

Then click on the tab titled ‘Recently Added’ located at the top of the ‘My List’ page.

Here we will show you the last 6 titles you have added to your list over the last 24 hours.

Did this answer your question? If not click here to email an online customer service representative.

How do I see films I have seen before?

To see the titles you have rented in the past click on ‘My List’ located on the left hand menu bar.

Then click on the tab titled ‘Seen It’ located at the top of the ‘My List’ page.

Here we will show all the titles you have rented with Blockbuster.co.uk. You will also be able to rate these films.

Once a film you have rented is retuned to us it is automatically added to your ‘Seen It’ list.

For more information on how to rate your films please see FAQ ‘How can I rate the titles I have seen?’.

Did this answer your question? If not click here to email an online customer service representative.

How can I rate the titles I have seen?

To rate a title you have seen locate the title you wish to rate.

Then click on the green star which best reflects your opinion. You can change your rating at any time.

Did this answer your question? If not click here to email an online customer service representative.

Can I add titles I have watched elsewhere to my ‘Seen It’ list?

If you have seen a movie at the cinema or maybe a movie you have rented from our stores you can also add these to your ‘Seen It’ list.

To add a title to your ‘Seen It’ list check the Seen It box or rate the title.

Did this answer your question? If not click here to email an online customer service representative.

How do I change the order of titles on ‘My List’?

If you wish to change the priority of the titles on your list you can use the arrows next to each title to move the title up or down your list.

Alternatively you can change the numbers next to the titles you wish to amend the priority for and click on ‘Update Priorities’. You must click on ‘Update Priorities’ before leaving the page to save your changes.

Note: The priority of a title does not guarantee a particular title will be dispatched to you before another on your list. We will always try and send the titles at the top of your list first.

Did this answer your question? If not click here to email an online customer service representative.

What is 'Series Link' and how do I use it?

If there are particular titles, for example a television series or a sequence of films that should be viewed in a paricular order, they will be indicated by the 'Series Link' symbol (for example Scrubs Seasons 1 - 7 or Saw 1-5).

All you need to do is to ensure that you add all of the titles that you wish to view into your list, then we will send them out to you in chronological order.

Should you add multiple seasons of a title, all discs for the first season will be sent to you before sending any of the second season, providing that you add all titles from each season to your list.

Did this answer your question? If not click here to email an online customer service representative.

What is ‘Movie Mix’?

Movie Mix is a feature on the site that enables you to specify the genre of film you would like to receive each time we send out a title to you.

To set up this feature you need to go to ‘My List’.

Click on ‘View Movie Mix’.

The ‘Movie Mix’ section of your list will be displayed. Click on ‘Setup Movie Mix Now’.

Select the genre you wish to receive for each of the DVD(s) available to you; the default behaviour of the service is to send you ‘Any’ genre of film.

Note: If there are no titles of the particular genre available when we receive a title back ‘Movie Mix’ will select the next available title on your list irrespective of its genre. We will then send you an e-mail that ‘Movie Mix’ has selected an alternative title. You can switch this e-mail off in your communication preferences.

To view your preferences please click here.

You can turn ‘Movie Mix’ off at any time by selecting ‘Any’ for all of the DVD(s) available.

Did this answer your question? If not click here to email an online customer service representative.

What is ‘Auto Choose’?

Auto Choose is a feature on the site that allows the service to choose titles for you based on your movie preferences.

To set up this feature go to ‘My List’.

Click on ‘View Auto Choose’.

This screen will show you a list of film genres. Select your preferences by clicking on the stars next to each genre.

When you have finished setting your preferences click ‘Update’ to save them.

If you wish to include or exclude any titles by their age rating or classification you can alter these at the bottom of the page by de-selecting or selecting the classifications you wish to have films chosen from.

Again you will need to click on ‘Update’ to save these preferences.

To turn on ‘Auto Choose’, you need to tick the box at the top of the screen and click ‘Update’

Note: ‘Auto Choose’ will start adding titles to your list when your list drops below 10 available titles.

Did this answer your question? If not click here to email an online customer service representative.

Why are some of my titles ‘Currently Unavailable’?

From time to time, titles listed on the site will become unavailable. We will highlight these titles in the ‘Currently Unavailable’ section of your list.

A reason will be shown as to why we are unable to supply a particular title.

We will make every effort to obtain additional stock so we can resume renting these titles.

The three main reasons for a title being unavailable are as follows:

Title deleted by studio
The studio that owns it is not currently producing this title. We will attempt to supply this title as soon as it is re-released or additional stock becomes available.

Unable to Stock
We're unable to stock this title at the current time. This could be because we do not have any copies of this title available for rental. As soon as we receive more rental stock, this title will be made available to rent.

Currently the European rental rights directive prevents us from offering ‘Retail’ DVDs for rental without prior agreement from the studio that owns the title.

Title due for re-release
It has come to our attention that this title is due to be re-released. As soon as we receive more stock this title will be made available to rent.

Did this answer your question? If not click here to email an online customer service representative.

How long will I have to wait for a title that is ‘Currently Unavailable’?

In all honesty, we don’t know! Every title is different, as is every supplier; we are not in a position to know how long it will take to buy additional copies of particular titles.

Did this answer your question? If not click here to email an online customer service representative.

What happens when a title that is ‘Currently Unavailable’ becomes available?

As soon as a title becomes available we will move it from the ‘Currently Unavailable’ to your ‘Current Selection’.

It will then appear at the bottom of your ‘Current Selection’.

Note: You will also be notified by e-mail when we move any titles into your current selection from ‘Currently Unavailable’.

Did this answer your question? If not click here to email an online customer service representative.

What happens when a title that is ‘Coming Soon’ becomes available?

As soon as a title becomes available we will move it from the ‘Coming Soon’ to your ‘Current Selection’.

It will then appear at the bottom of your ‘Current Selection’.

Note: You will also be notified by e-mail when we move any titles into your current selection from ‘Coming Soon’. This e-mail will be sent 2 to 3 days before the title is release so you can adjust its priority in your ‘Current Selection’.

Did this answer your question? If not click here to email an online customer service representative.

Billing Questions

I am on a free trial. When will I be billed?

When you sign up to the free trial we take your credit / debit card details, however you are not charged for any use of the service until the end of the free trial period.

For example: (Example based on a plan priced at £14.99)

You start a 2-week free trial on the 1st March.

Your 2-week free trial will end on the 14th March.

On the 15th March you will be charged for the following month’s service.

Your billing date will now be the 15th of every month.

When the billing date does not occur in a particular month (eg 31st January, but not 31st February), you will be charged on the closest date before your billing date (eg 28th February) for that month.

Note: If you do not wish to continue with the service you must cancel online before your first billing date and return any outstanding DVDs to us within 7 days of the end of your free trial period. Click here to view your plan details.

Did this answer your question? If not click here to email an online customer service representative.

I am on a paying service. When will I be billed?

When you sign up to a paying plan you will be asked for your credit card details. We will take payment on the day that you complete your subscription registration.

For example: (Example based on a plan priced at £14.99)

On the 1st March you sign up to a paying plan.

You will be charged £14.99 on the 1st March for the service.

Your billing date will now be the 1st of every month.

When the billing date does not occur in a particular month (eg 31st January, but not 31st February), you will be charged on the closest date before your billing date (eg 28th February) for that month.

Did this answer your question? If not click here to email an online customer service representative.

Can I change my bill date?

You can change your billing date while you are on a paying plan of the service.

Note: It is not possible to change your billing date while you are on a free trial or pre paid plan.

To change your billing date go to ‘My Account’

Click on ‘Manage Your Account’

Select ‘Change bill date’.

Using the drop down menu select the date you wish to change your billing date to and click on ‘Continue’.

Click here to view your current bill date.

Did this answer your question? If not click here to email an online customer service representative.

When changing my bill date why are some dates unavailable?

You will only be able to select a new billing date that is after your current billing date.

Additionally your new billing date can be no more than one month away from your next billing date.

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When changing my bill date how is my monthly charge calculated?

When changing your billing date you will be charged immediately for the time covering the provision of the service between your old billing date and your new billing date.

For Example: (Example based on a plan priced at £14.99)
Your current billing date is on the 10th March. You will be billed £14.99 for service between the 10th March and the 10th April.

You change your billing date on the 20th March to the 1st of every month.

Your next billing date will now be the 1st May.

On the 20th March we will charge you £10.49 for the service between the 10th April and the 1st May.

Your standard monthly fee of £14.99 will be charged on the 1st May.

When selecting your new billing date, from the drop down menu, you will be shown the amount you will have to pay that would take you to your new billing date.

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What happens after my bill date has changed?

After you have changed your billing date you will receive an email to confirm the date you have changed it to. Changing your billing date will not cause any interruption to your service.

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Can I take a break from the service?

Yes. When the feature is available we allow you to take a payment holiday from the service while you are a subscriber to a paying plan. We currently allow 3 payment holidays per calendar year with a limit of 3 months per holiday. This is subject to change, please check the ‘My Account’ section for details.

Note: It is not possible to take a break from the service while you are on a free trial or pre paid plan.

Did this answer your question? If not click here to email an online customer service representative.

How do I take a break from the service?

To take a break (payment holiday) from the service go to ‘My Account’

Click on ‘Manage Your Account’

Select ‘Manage Payment Holidays’.

Select the end date of your payment holiday by using the drop down menus provided, and click on ‘Continue’.

Note: Your payment holiday will start as soon as we have received all your DVDs back. Please allow time to send your DVDs back before you want your payment holiday to start.

Did this answer your question? If not click here to email an online customer service representative.

How do I cancel a payment holiday?

If you decide you no longer require a payment holiday you can reactivate your account by clicking on ‘Cancel payment holiday’.

We will dispatch your next DVDs as soon as they are available.

Did this answer your question? If not click here to email an online customer service representative.

When taking a payment holiday how is my monthly charge calculated?

Your monthly charge will remain the same. At the end of your payment holiday we will delay your next billing date to take account of the value of the service that you have paid for and didn’t use during your payment holiday. For example:

(Example based on a plan priced at £14.99)
Your current billing date is on the 8th September. You will be billed £14.99 for service between the 8th September and the 8th October.

On the 15th September you start a payment holiday that will end on the 20th September.

On the 20th September your payment holiday ends. Your new billing date will be 13th October (as there were 5 days service that you had paid for but not used). On 8th October you will not be charged. On 13th October you will be charged £14.99.

If you wish to change your billing date from 13th October you can do so as soon as your payment holiday has ended.

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What happens after I have selected an end date for my payment holiday?

After you have selected the end date for your payment holiday you will receive a confirmation email.

Make sure you allow time for the DVDs to be returned as your payment holiday will not start until we have received them.

Note: While on your payment holiday you will not be sent any DVDs but you will still be able to log in and amend your list or change any details necessary.

Did this answer your question? If not click here to email an online customer service representative.

I have had an email saying my payment has failed – why?

The transaction may have been declined because of any number of reasons of reasons the most common are:

- Your card has expired
- You have been issued with a new card
- Your credit limit has been exceeded
- The card issuer/bank experienced a technical problem

If you wish to change your payment details you will need to go to ‘My Account’

From here you should select ‘Edit/Remove Payment Cards’.

You should now be presented with a summary of your card details.

You can now click on the link to ‘Edit’, or ‘Remove’ your current card details.

Finally enter your new card details and click on ‘Continue’.

Note: We currently accept Visa, MasterCard and Maestro as payment; unfortunately we are unable to accept Amex, Solo, Electron or Direct Debit.

Did this answer your question? If not click here to email an online customer service representative.

I have a Solo or Electron card – why can’t I use it?

Solo and Electron cards are debit cards that are offered to anyone over the age of 12. Due to the ability to rent age restricted titles through www.blockbuster.co.uk we have taken the decision to remove Solo and Electron as a payment method for the time being.

Did this answer your question? If not click here to email an online customer service representative.

Delivery Questions

Why hasn’t my DVD arrived yet?

If you are expecting a new movie to be sent to you, and it hasn’t appeared yet, it is likely that the title has either been delayed or lost in post.

We recommend waiting for 4 days from the point where the discs were dispatched from our warehouse.

If you have still not received the DVDs by then, then please contact us to report it lost in post.

Click here to submit a lost in post request online.

Note: We will be unable to process a lost in post request until the title has been in the post for at least 4 working days.

When you report a title as lost in post, you will be given the option to add the title to the top of your list. If the title is stock, we will send it to you as soon as we have a copy available. Otherwise, we will send you the next available title in your list.

Did this answer your question? If not click here to email an online customer service representative.

Why aren’t you sending me titles I want from the top of my list?

The aim of our service is to maintain a constant stream of films being sent to you. You will only ever be sent items from your list, so you should never be sent a movie that is not on your list.

However we understand that customers want to see items at the top of their lists. As a result we are constantly ordering extra copies of movies to increase the likelihood of seeing a top 5 title.

We also recommend that you maintain a list of 25+ current titles to increase the chance of seeing particular films: if we have no stock of a particular title we will send you the next available film in your list.

Because our stock is constantly moving in and out of our warehouse we are unable to guarantee that you will receive a particular title.

Note: Using the ‘First to Last’ and ‘Movie Mix’ options will affect how we select titles from your list.

Note: If you have ‘Auto Choose’ turned on our system will add titles to your list based on your preferences if your list falls below 10 titles.

Did this answer your question? If not click here to email an online customer service representative.

How quickly will I get DVDs?

While all our DVDs are sent out 1st class this does not mean that you will always receive them the following day, generally our experience is that the Royal Mail can take up to 4 working days to reach you, depending on where you live in the UK.

Note: There are no collections from our warehouse on Saturday, Sunday, and Public Holidays.

Please be aware these turnaround times are guidelines and it can take longer to allocate new titles to you depending on the availability of the titles you are requesting in our warehouse.

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My list status says ‘Attempting to allocate stock’ what does this mean?

We are currently comparing our available stock with the titles in your list in order to send your next requested titles as soon as possible.

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My list status says ‘Processing order’ what does this mean?

This means that we have allocated a title to you and it will be dispatched, normally the same day. If we are particularly busy your order may be dispatched the following day.

If your order has been at ‘Processing’ for more than two working days please contact our customer services team by clicking on the link below.

Did this answer your question? If not click here to email an online customer service representative.

Will sending the DVDs in one envelope slow the service down?

We can send up to 3 DVDs in an envelope at any one time, if 3 titles are not immediately available we will send out as many titles as we have available while we attempt to provide your full allocation of titles to you.

Note: We will not hold your DVDs in our warehouse to try and post 3 DVDs to you in one envelope or artificially delay the dispatch of your DVDs if we are unable to immediately provide your full allocation of titles.

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I have lost the envelope what do I do?

If you have misplaced or damaged your plastic returns envelope you can post up to 3 single disc titles in one returns envelope.

If you no longer have a returns envelope you can request for more envelopes. To request more envelops click on the link below.

Order extra envelopes

Note: If you do not have a cardboard sleeve for the title you wish to return you must contact us on 0845 60 60 383, quoting your e-mail address and the title’s name and we will be able to supply you with a reference number so you can complete your return.

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How do I request more envelopes?

If you are trying to send your DVDs back to us and do not have enough envelopes you can request some more via our website by using the following link:
Order extra envelopes

You can request new envelopes up to 3 times in 1 month, we will dispatch 3 spare envelopes with each request to your current delivery address.

To request an envelope click on ‘My Account’.

Now click on ‘Request more envelopes’

Finally click on ‘Continue’ to order your envelopes.

Did this answer your question? If not click here to email an online customer service representative.

I'm getting an error on the Lost in Post page - what do I do?

Click here to email an online customer service representative who will assist you with your enquiry.

If you have not received a title posted by us you will have to wait at least 4 working days from the date the title was dispatched before you will be able to report a lost in post online.

If we have not received a title that was posted back to us you will have to wait at least 9 working days from the date the title was dispatched to you before you will be able to report a lost in post online.

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When will my next DVD be sent?

As soon as we receive a DVD we will allocate your next available DVD as soon as possible.

We recommend that you maintain a list of 20 plus titles so that it is possible to receive a continuous flow of DVDs.

Note: By selecting one of the limited plans, once you have reached the maximum amount of rents you will not be sent any further DVDs until your next billing date.

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Cancelling

How do I cancel?

You can cancel your subscription at any time during your service.

To cancel your ‘Unlimited DVD Rental’ service click on ‘Log In’

Once logged in go to ‘My Account’

Select ‘Cancel Your Subscription Account’

You will then be prompted to confirm your cancellation by clicking on ‘Continue’.

If you decide you do not wish to cancel please click on ‘Back’ and you can abort your cancellation.

Alternatively you can also click on ‘I've changed my mind’

Your cancellation will be effective once all your DVDs have been returned. Until then Account Cancellation in Progress will be displayed under the ‘Manage Your Account’ section. If this is not showing then your cancellation process has not started.

Note: You will need to return all DVDs by your next billing date for the cancellation to be successful. If all of the DVDs have not been received by your next billing date we will continue to charge you for the next month’s service.

In this event we would recommend continuing with the service to receive the best value for money. You should cancel before your next billing date allowing enough time to return all of your DVDs.

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I have cancelled, when will I be refunded?

We do not refund for any unused time on the service. If you have cancelled early in your billing cycle we would recommend that you cancel your cancellation and continue using the service until you are closer to your billing date.

Note: You must allow plenty of time for the DVDs to be received by us before your next billing date. If all of the DVDs have not been received by your next billing date we will continue to charge you for the next month’s service.

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What do I do with the discs?

For your cancellation to be successful, and so that you don’t incur further monthly charges, we will need to have received all your DVDs back before your next billing date.

Note: You must allow plenty of time for the DVDs to be returned to us before your next billing date. If your DVDs have not been returned by your next billing date we will continue to charge you for the next month’s service.

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Can I cancel my cancellation?

Yes you can cancel your cancellation request at any time.

Did this answer your question? If not click here to email an online customer service representative.

How do I cancel my cancellation?

To cancel your cancellation request click on ‘Log In’

Once logged in go to ‘My Account’

Select ‘Manage Your Account’

Click on ‘Cancel Request’ and confirm

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Can I join again after?

After you cancel your unlimited DVD rental plan we generally insist on a Month’s break before you can use the unlimited DVD rental service again.

Note: You can still use our Pay Per Rent and retail facilities the site offers even when you are not subscribed to a plan.

When returning to the service after a cancellation you should ‘Log In’ to www.blockbuster.co.uk using your previously registered e-mail address and password.

Once you have done this you should be able to resume service by selecting one of the plans we have on offer.

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Problems With Discs

My disc doesn’t play, what do I do?

It is possible that occasionally you will be sent a disc that will not work correctly when played. This is especially true in the case of older DVD players that are a lot more sensitive to grime that can build up on the disc.

Due to the build up of dirt, dust and fingerprints on the bottom of the disc it is possible that this can cause the disc not to play.

You may find by simply cleaning the disc with a nonabrasive cloth that this resolves the issue. To clean the disc correctly please follow the steps below.

Step 1 Before cleaning make sure you handle the disc by the edges and avoid touching the shiny side of the disc.

Step 2 Using a nonabrasive cloth, wipe from the centre of the disc towards the outside edge in straight lines. Note: Do not wipe around the disc in a circular motion as this may cause more damage to the disc.

Step 3 You can now try to watch the movie.

Step 4 Should the problem still persist, repeat step 2 again using a tiny amount of water on the cloth. Note: Ensure that the disc is completely dry before placing back into your DVD player.

If all steps have been completed and the disc is still unplayable you can report a problem with the disc via the website. Click here to report a faulty disc online.

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My disc is broken what do I do?

The sleeves in which the titles are sent should protect against most wear and tear, however you may find that items will crack or snap in transit.

Should you receive a broken disc we can send out a replacement title to you by reporting the disc as faulty. Click here to report a faulty disc online

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I have received the wrong disc what do I do?

In the event that we have sent you an incorrect title we can send out a replacement disc.

Click here to report an incorrect title you have received.

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How do I report an incorrect or faulty disc?

To report a problem with a disc go to ‘My Account’

Select the option ‘Report a problem with a disc’

Select the relevant title that has a problem and also select the problem with the disc from the options given

Finally select whether you want to be resent the same title or have the next available title sent from your list.

Note: This disc will be sent in addition to your normal allocation of discs

Note: If the original title is unavailable, we will send you the next available title from your list and send you a copy of the original title as soon as it becomes available.

Next click on the continue button.

Check the details that you have selected are correct and click confirm.

Note: It is possible that you will have more discs in your possession than your subscription allocation. Once we have received the correct number of discs back from you we will then start to send more titles from your list.

Click here to report a faulty or incorrect title you have received.

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My eCoupons

What are eCoupons?

Put simply, eCoupons are barcoded vouchers that you can print off and take in to your local Blockbuster store. They are individually numbered and unique to your Blockbuster.co.uk account.

Did this answer your question? If not click here to email an online customer service representative.

How do eCoupons work?

When you visit your My eCoupons page, the coupons you are entitled to will be displayed. Simply click on ‘Print’ in order to print out a voucher that you can use in store.

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What if the barcode hasn’t printed correctly?

While we’ve done everything we can to ensure that the barcode should print correctly, if the barcode on the eCoupon voucher has not printed correctly, you may still be able to redeem this in store as long as the unique number underneath the barcode is readable.

You can reprint your eCoupons as many times as you like by clicking on the Printed Coupons tab. Each coupon carries the same code, so can only be redeemed once.

Did this answer your question? If not click here to email an online customer service representative.

Right, I’ve printed my voucher, how do I use it?

That’s easy! To redeem your voucher, just present this, along with the items you are renting or buying to our store team when you get to the till and they will scan (or key) this in.

Please Note: You need to be a member in-store in order to redeem your store voucher.

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I’m not a member in-store, what do I do?

If you’re not a member, don’t worry, you can print out a membership form here and take this to the store with you.

Membership is quick and easy. You’ll need to take some ID with you. Click here for more information.

We need you to be a member in store in order to redeem a voucher.

You can find your nearest store by clicking here.

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What if I can’t print this out?

If you do not have a printer – can you print this out elsewhere, at a friend’s perhaps or a library?

If you still can’t print this out, please contact our customer services team below, who are standing by to assist you.

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Frequently Asked Questions

Answers