Welcome to our FAQS and Support Directory.
Many of your questions will be answered here. If you do not find the answer you need, you may submit your question below in the field indicated.
Frequently asked questions - FAQS
Click a question to view the answer below. If you have a question that you don't see below, please ask your question with the form provided below.
• How secure is my credit card information?
100% Secure. Our transactions are processed by CCBill. CCBill has been a trusted E-Merchant since 1998, processing millions of online transactions each year and earning its reputation as a leader in the industry. CCBill uses the latest encryption technology with 128-bit strong encryption.
• How much is membership at ihaveasurprise.Com?
ihaveasurprise offers several pricing options depending on the members choice of billing. Credit/Debit cards, telephone billing, EU Direct Pay and EU Debit are all acceptable forms of payment. There are several options depending upon the length of the subscription selected.
• I have forgotten my password. Where can I find it?
There are two ways to recover a lost password. You may contact CCBill Consumer Support at 1-888-596-9279 They are available 24 hours a day, 7 days a week. If you prefer you may contact ihaveasurprise by email or call our Customer Service at the number below.
• My user name and password aren't working. What's wrong?
There are a number of reasons why you might not be able to log in. Perhaps your subscription has expired. Additionally, please remember that usernames and passwords are case sensitive. It is always best to use a different username and password for each site you may have subscribed to. Not all sites are as concerned with protecting your information as we are at ihaveasurprise. Password hackers may obtain your information from another sites data banks and then use it to attempt to access any other site that has a similar theme. They will often post them on hacker sites as well. To further protect you, we have upgraded our security so that only one person can be logged in for each user name: if someone else is using your username then you will not be able to log into the Member's Area. This powerful security system will not allow access to the Member's Area from more than one computer at a time. So if you were logged in from your laptop and wish to use your desktop instead you will have to wait for the system to log you out. The system will log you out one hour after you have last visited our website. Repeated attempts to access the Member's Area from various IP addresses within a one hour period will also prevent entry to the site.
• How can I reach ihaveasurprise if I have a problem with my membership or downloading videos from your store?
Anytime we can be of assistance, please email our CEO directly or Phil Daniels, our Member Services Director. When you email regarding a problem you may be experiencing, please include the following information: web browser type and version, your internet connection speed (cable/dsl, T1, dial-up or wireless laptop cell provider card), your operating system (Windows 98/Me/NT/2000/XP, MAC OS or mobile device). With this information and a clear description of the problem you are having, we will be able to assist you very quickly. If you like, you may include a phone number and we will be happy to troubleshoot your issue by phone.
• How do I cancel my membership?
We certainly hate for you to miss out on the Live Shows and exclusive Video and Image Galleries but we know that you will be back. We look forward to having you with us again. If you wish to cancel, you may do so by completing the online form at CCBill.Com
• Some sites I have joined have grainy videos or videos that take forever to play? Why are yours so much better?
ihaveasurprise really cares about our member's and have placed our video content on a world-wide content delivery network. Your connection speed, the power of your computer, the modem speed of your internet service provider as well as other factors may have hampered your enjoyment of other websites. The greatest factor is the distance you are located from the server on which the material is placed. With our content delivery network, we provide the highest quality experience regardless of your location since our video content is placed on a world wide network. Rather than trying to view a large video file that is on an old server in San Francisco while you are London, we make it possible for you to view the video as it is served from a network of the most powerful servers available. ihaveasurprise invests heavily in bringing you the most advanced delivery of the videos you want to see.
• Do you sell your mail or e-mail lists?
ihaveasurprise values your privacy. That is why we NEVER give out any information about you to any third party. We do not send emails to our members and customers unless the opt-in by filling out the form at the footer area of our website. The only emails you will receive from us or our payment processor are directly associated with your membership.
• Can I watch the videos on my Mac?
You certainly can! Flash is supported across all computer platforms. Video downloads are served as M4V files and are playable through QuickTime, iTunes (including iPod and iPhone) as well as newer versions of Windows Media Player.
• How do I contact my favorite ihaveasurprise models?
We protect our models privacy and are unable to provide you with email addresses or phone numbers.
• Do your videos have drm or do we download them all and keep them forever for the cost of one month's membership?
Our entire video library is drm free, however, we make the entire library and our live shows available to you during the time of your membership. As a Premium Member, you may download and keep any of the zipped image sets in our Image Galleries and most videos inside the Premium Members area
• My browser (original IE7) crashed during an active session. Since then I my password is no longer accepted. Error msg: Activate cookies. What do I do now?
We have found a conflict between QuickTime and IE7 when used with Vista. If this occurs, IE will have cleared the security cookie that was placed on your machine by our system. You will need to wait two hours for the cookie to expire or you can write us to have your log-in cleared. If you attempt to log in after this crash and get the warning more than three times your password will be locked and you will have to write us to have it reinstated via the Customer Service link.
• I am a ihaveasurprise Fan! How can I submit candidates for the website?
The best way to put extraordinary beauties in contact with us is via the Customer Service link in the footer (bottom of the page) on the site. You will find a link there for Talent submissions.
• I've just tried to log on with my user name and password and received a message saying that too many people have logged on using this account. I'm wondering if my computer may be compromised?
It is most likely that you have logged in from more than one browser or machine within a two hour period. It is also possible that your browser crashed and wiped out our security cookie. If that occurs, please let us know and we can work with you to correct the problem.
• What is the best way to determine when my membership expires or is due for renewal?
The easiest way is to refer back to the confirmation email you received from our processor, CCBill. If you don't have that you may email our customer service department (be sure to include your username and write from the email address you used when you joined) and we can let you know. Or you may call our office at the number indicated in the FAQ's section.
• I am from Australia. I tried signing up but i am getting errors when using my debit Mastercard. I can't figure out what's wrong. What should I do?
All payments are processed by CCBill. If you contact them via the CCBill.com website, they will be able to answer your question.
• I don't quite understand what one receives when one becomes a member. How many videos can you receive duringt the month? Can you to supply a video on a DVD or can it be seen only on the computer screen?
Our entire library is available for you to watch online during the term of your membership. You may save the photographs and collect them if you like and view as many of the live shows as you chose. DVD's of our most popular videos are available for purchase.
• How do I know which models are on your site?
You may review The Girls section for a complete listing of all the beauties we have worked with.
• Can I pay with PayPal?
Unfortunately PayPal does not process payments for adult sites. While some sites may offer it, that is done in violation of the PayPal terms of service.
• Can I save your movies to my hard drive to make DVD's?
No, our videos are available to your during the term of your membership. We do sell several of our titles on DVD and if you wish to have one in particular. Let us know and we can tell you when it is scheduled for release.
• I am in the south pacific and wish to join. What should I do?
Our payments are processed by CCBill. If you have issues, they may be able to help. We can also accept payment by mail.
• My username and password were not accepted, but it should be active. Why was I not able to access the website?
You may have a concurrent access problem. If you have deleted your cookies and attempted to re-enter or used more than one machine or browser you may have an issue. Contact Customer Service at ihaveasurprise for details.
• I don't have a credit card. May I use a debit card to join?
Yes you sure can! Select the Credit/Debit card option on the Join Page and you will be on your way to the most beautiful girls on the Web.
• Is only one one billing processor (CCBill) available to subscribe? is that possible using Epoch?
We currently process all online transactions exclusively through CCBill. We do have the option available to pay by money order or cashiers check. Please see the Join Page for details.
• I want to purchase some videos, but do not want to become a member. Is this possible?
Currently this option is available in our VOD shop.
• I am having trouble getting into the site....not accepting my password and user name?
This is not the correct place to ask about an issue like this one. We don't know who you are or what your username is. If you need tech support please click the appropriate link and submit your request there. It is possible that your subscription has expired or you may be using the wrong credentials to access the members area.
• Do you have any other sites??
Yes we do. Find links to these sites in our links area.
• I forgot my username and password..... how can i find it ?
You may contact CCBill via the number listed on their website.
• I am not sure why, but it does not accept my user name and password and I checked ccbill and I am putting the correct information in. What do I do?
Contact ihaveasurprise Customer Support at the email address below.
• Cannot sign on with password. Always worked before but it is now blocked, Should I resign as a member and then re-join?
No. Please contact Member Services. There is a contact link on this page.
If you have specific questions you may email the following departments:
For all customer service, account access, billing and login issues.
For all bug reports, and inquiries about system configuration and requirements.
Become A Model
For all inquiries about modeling for ihaveasurprise or one of our associated projects.
If you are interested in joining our affiliate program, please visit our webmaster area. If you have specific questions please email our Director of Affiliate Services.
For help with CCBill Billing Issues.
Now for the legal stuff:
I. Information Collection and Management
A. Personal information
i. Information we collect
"Personally identifiable information" is information that can be used to identify or contact you, such as your name, email address, home or work address, or telephone number. Alder Media Group, Inc. only has access to the information that you provide to us and our billing processor. For example, we cannot determine your email address unless you provide it. We cannot gain access to other information on your computer. Those who visit only public areas of the Web site (such as the "site tour") and who do not purchase goods or services do not need to, and generally do not, provide us with any personally identifiable information. Those who wish to join the site, however, or to purchase products or services or sign up for our mailing list, must provide us with enough information to enable us to process the requested transaction. This generally includes, at a minimum, personally identifiable information such as name, address, email address, and telephone number. Members also select, and thereby provide, a username and password combination.
ii. How we use the information
Your personally identifiable information is used only to process the requested transaction, and occasionally to provide you with special offers from Alder Media, Inc. On occasion, for example, we may send emails to introduce a product or service that we think will interest our members or viewers. Alder Media, Inc. will never intentionally disclose any personally identifiable information to any third party, unless we are compelled to do so by law (for example, in response to a subpoena or court order), or our obligation to maintain the privacy of your information has been waived or otherwise excused by you (for example, by your filing suit against us and asserting claims against which such information would be relevant in our defense).
B. Interactive data
i. Information we collect
Alder Media, Inc. provides features which allow members to communicate with each other, such as a forum and Performer Chat Rooms. Chat transcripts and message board postings are backed up periodically and may be retained.
ii. How we use the information
Use of these interactive features is not monitored by Alder Media, Inc. We do not use information posted on interactive features except as the author presumably intended; that is, as content on the Web site. We do not share user submitted information with third parties; however, any information posted is visible to other members, and is vulnerable to being copied and/or redistributed by others. Members should use reasonable caution when disclosing any personally identifiable information in any online forum. We cannot be responsible for any damages incurred as a result of such disclosure, and use of the interactive services is at the member's own risk.
iii. Opt-out policy
Members must opt-in (for example, by participating in a chat) in order for us to collect this information.
C. Click-stream data
i. Information we collect
We also collect non-personally identifiable information provided by your browser and/or our servers, such as the name and IP address of the domain from which you visited (if any), the amount of time you spent on each page and on the site as a whole, and the path you followed through the site. This sort of information is sometimes known as click-stream data. We use this information to improve our site's performance.
II. Related Issues
A. Information security
We constantly strive to improve the security of your personally identifiable information. We have implemented appropriate technical and organizational measures, such as using encryption for transmission of credit card numbers, to help us keep your information secure.
Alder Media does not use third-party services to provide banner advertising.
B. Children's data
Alder Media, Inc. Web sites are not intended for minors and do not collect any data governed by the United States Children's Online Privacy Protection Act (COPPA).
C. Privacy technology
There are an increasing number of products and services available to help protect your privacy while navigating the Web. A web search will yield substantive information.
D. Notification of changes
This privacy statement was last updated on March 01, 2010. A notice will be posted on our web site for 30 days whenever this privacy statement is changed.
E. Questions regarding this statement
Questions regarding this statement should be directed to our Director of Member Services.