Managing your Account

Tips for managing your BigPond Movies Membership.

1. Where do I get details about my account?

If you go to the BigPond Movies website and login, you'll be able to open the 'My Account' page. There you'll be able to check and manage all your account details – including the plan you're on; the DVDs you have at home and the ones you have recently returned; your renting and browsing preferences; your address details and more.

2. How do I update my details?

To update your address and other details, log in to 'My Account' at BigPond Movies and click on the 'Personal Details' tab. There you can update your nickname, password, address details and contact information. You can also choose what news and special offer emails you'd like to receive from us.

3. How do I change my credit card details?

To update your credit card details, log in to 'My Account' and click on the 'Payment Details' tab. Once there, just update your details and click on 'Save Changes' when you're finished.

4. What are my Preferences and how do I change them?

The 'Preferences' tab in 'My Account' is where you can tell us if you'd like to receive DVDs over your monthly quota and more.

Here is an explanation of each section

  • Excess DVDs
    Set how many DVDs you're happy to receive once you've reached your plan's monthly allowance. You can choose None, Unlimited or a specific number. Additional charges for extra DVDs over your monthly allowance apply. We will send you extra DVDs unless you tell us you don't want to receive them. You must update the settings each time you change plan.
  • Movies you've seen
    Tell us not to display any DVDs that you've already rented and rated.
  • Rental Preferences
    Tell us what DVD formats your player and TV can support, including NTSC, Blu-Ray, HD-DVD and more. (See 'More about DVDs' for info about this.) You can also tell us what types of DVDs you prefer not to see, such as titles with no English soundtrack, titles with extreme language, or titles filmed in black & white.
  • Sharing Preferences
    Control how much information you want to share with other BigPond Movies Members in the friends section – including your ratings, reviews and your MyQ.

Changing your preferences is easy. Just click the various tick boxes and then click 'Update Preferences' when you're finished.

5. How do I update my plan?

To change your plan, just log in to 'My Account' and click on 'Your Plan'.

Once you've chosen a new plan, click on 'Save Changes' to confirm your request.

You can choose to update your plan at the end of the current plan/month or straight away.

But please note that:

When you update your plan, you may be changing:

  • The number of DVD rentals you can receive per month that are included in the new monthly plan without extra charge.
  • The number of DVDs you can have out at a time.
  • The term of your (monthly/12-month-fixed-term) contract – and if you change from a 12-month fixed term to month-to-month, a cancellation fee will be payable.
  • Whether the BigPond Member discount applies to your monthly fee

If you change your plan by mistake, you may be able to change straight back to your previous plan within the same day, and pay no extra. However, this does not apply to promotional offers; or if we've already sent you additional DVDs. And if we've sent you additional DVDs, any increase in your plan fee will not be reversed until they have been returned.

6. What happens when I change my plan?

If you increase the number of DVDs you can receive each month:

  • We'll send out the extras straight away.
  • You'll be billed at the higher plan rate for the rest of the billing month.
  • If, over the course of the current billing month, you've already received the number of DVDs allowed for by your new plan, you will incur a charge for extra DVDs.
  • You'll start paying your new monthly amount from your next normal billing date (although your first bill may include the pro rata increase for the part month since you changed plans).

If you increase the number of DVDs you can receive each month, starting from your next billing date:
  • Your new plan will not take effect until your next monthly billing date.
  • You'll only start paying your new monthly fee on your next monthly billing date.
  • We'll start sending you additional DVDs from that date.

If you decrease the number of DVDs you can receive each month:
  • Your new plan and fee can only take effect after you've returned any additional DVDs, and then from your next monthly billing date.
  • For example, if you go from 3 DVDs at a time to 2 DVDs at a time, you'll need to return one DVD before your next billing date for the new plan to take effect then. We'll only send you another DVD when you return one of the other two DVDs you still have.

7. Why am I being billed at the old rate, when I've changed my plan?

If you change plans, especially if you reduce the number of DVDs you can have out, you may be holding more DVDs than your new plan allows. We have to receive these additional DVDs back from you first, then we'll adjust your plan and monthly fee on your next billing date.

For example, if you go from 3 DVDs at a time (on the 10 Movies Per Month Plan) to 2 DVDs at a time (on the 4 Movies Per Month Plan), you can only be holding 2 DVDs before we can make the change.

So if you have 3 DVDs at home when you request the change, you need to send one back. We'll change your plan on the next monthly billing date after we receive that DVD (and we'll send out your next DVD when you send back one of the 2 remaining DVDs – as allowed by your new plan.)

8. How do I suspend my account temporarily?

If you're going away from home for more than three weeks or so, you can suspend your BigPond Movies service and save your monthly membership fee until you're ready to resume the service.

Just log in to 'My Account' at BigPond Movies and click on the 'Suspend/Cancel' tab. Once there, just let us know how long you want your account suspended for and click 'Okay'.

Please note that:

When you tell us you want to suspend your membership:

  • We stop sending you DVDs on the next working day.
  • The suspension only takes effect when all the DVDs you've borrowed are received back in our distribution centre. In this instance, it's not enough to just check the 'Returned' checkbox.
  • Once your suspension takes effect, we'll credit your account for the remaining portion of the billing month.

If you're on a fixed term membership and you want to suspend your membership:
  • You can suspend your membership temporarily while you're on a fixed term plan. Your membership and contract term will simply resume when you reactivate your membership. (For example, if your fixed term has 7 months and 8 days to go when you suspend, you'll have 7 months and 8 days to go from the date you resume your membership.) If you cancel a fixed term contract before the end of the Contract Term, or suspend it indefinitely, we will charge you the Cancellation Fee.

9. How do I resume my account after it's been suspended or cancelled?

If you've suspended your account temporarily, but find you need to re-activate it earlier than expected, just log into 'My Account' and click on the 'Suspend/Cancel' tab, then click the 'Resume' button.

When you resume your membership:

  • You'll only be charged for the remainder of the current billing period – less any credit we applied to your account.
  • Your monthly billing date will be the same as it was before.

If your membership has been cancelled or indefinitely suspended, and you would like to re-subscribe, please email us at help@bigpondmovies.com.

10. How do I cancel my membership and finalise my account?

If your membership is indefinitely suspended part way through a month, we normally hold any unused portion of your monthly membership fee (less any amounts that you owe us) as a credit in your account – just in case you want to re-activate your membership later.

If you want to finalise your account and get back any remaining credit balance, please check that we've received all your DVDs, then call us on our toll-free* number 1800 502 502. We're available 7am–11pm EST, 7 days a week (except Christmas Day).

You can check your Rental History to see if DVDs have been received by us. If a DVD doesn't have a returned date, then it hasn't arrived back at our distribution centre.

Please Contact Us if you've sent a DVD that we haven't received.

  • Email us at help@bigpondmovies.com or
  • Call our toll-free* number 1800 502 502 (7am – 11pm EST, 7 days a week except Christmas Day)
*A free call from most fixed phones.



11. Why am I still getting billed after I've left BigPond Movies?

We have no choice but to continue billing you on your monthly billing date until we have actually received all your borrowed DVDs back at our distribution centre. Marking DVDs as 'Returned' online is not sufficient.

You can check your Rental History to see if DVDs have been received by us. If a DVD doesn't have a returned date, then it hasn't arrived back at our distribution centre.

Please Contact Us if you've sent a DVD that we haven't received.

  • Email us at help@bigpondmovies.com or
  • Call our toll-free* number 1800 502 502 (7am – 11pm EST, 7 days a week except Christmas Day)
*A free call from most fixed phones.