Digital Download FAQs

BASICS OF DIGITAL LIBRARY
Q: What is Digital Library?
A: Digital Library replaces PC App as the place to access digital content purchased from Best Buy.
Q: What is a “digital download”?
A: A digital download is any software, game or add-on which you can purchase and download without a physical copy. Digital downloads are stored in the Digital Library on BestBuy.com. You can access the Digital Library though BestBuy.com.
Q: Once I have completed my digital product purchase, how long until I receive my digital product from the Best Buy Download Manager?
A: Digital downloads usually take up to 30 minutes before you will see them in your Digital Library. In some cases, it could take up to 4 hours. Digital codes are usually sent via e-mail within 30 minutes from the time of purchase but, in some cases, can take up to 8 hours.
Q: What happened to PC App?
A: PC App is no longer the primary source for Best Buy customers to receive digital content. We are keeping the PC App catalog and servers live for the time being but will decommission sometime in the coming months.
Q: What will happen to my current downloads from PC App?
A: They will be migrated to your Digital Library that can be accessed using your PC App or BestBuy.com credentials. Please note: Currently, not all games that were available on PC App are available through Digital Library.
Q: Where can I find digital content to download through Digital Library?
A: Digital content is available to purchase at your local Best Buy’s in-store kiosk, or through BestBuy.com
Q: What happened to my billing information on PC App? Will I have to enter it again?
A: Your personal information has been removed from our billing system for PC App. You will need to use your BestBuy.com account to purchase a digital product for use with Digital Library. If your BestBuy.com account has your information saved, you will not have to enter it again.
Q: What operating system works with Digital Library?
A: Digital Library is available on both Windows and Mac-based computers.
Q: Does my browser support Digital Library?
A: These browsers support Digital Library:
Internet Explorer 8 and 9
Safari 6
Google Chrome 20, 21 and 22
Mozilla Firefox 12, 13, 14 and 15
Q: Will the Digital Library show on my mobile device AND can I download my content onto the device?
A: Digital Library will show your purchases on your mobile device, but will not be able to download from your mobile device. Also applies to tablets.
Q: Will the digital product that I purchased in-store be in my Digital Library?
A: Not currently. Our goal is to allow use of purchased in-store digital content through Digital Library in the future.
Q: I need help! Where can I get some help?
A: For troubleshooting common errors, please see below.
Q: How soon can I play my preordered digital download game on release day?
A: Some pre-ordered games become available for download prior to their release date. While not playable until release day, downloading the game beforehand can save you time, leaving you more time to play. If a game you pre-order becomes eligible for early download, you will receive instructions via e-mail.
DOWNLOADING WITH DIGITAL LIBRARY
Q: What is the code I see in Digital Library?
A: Many software and game titles will require a code to unlock your digital download. If your download requires a code, you’ll see it in your Digital Library and in the instructions e-mailed to you.
Q: I pressed “Download” and was asked to download a file. Do I need to?
A: Yes. If you haven’t previously installed Akamai Net Session Client, you will need to download it when prompted. If you are asked to download the digital product’s files, you must do so in order to enjoy your new digital product.
Q: What is the Akamai Net Session Client?
A: Akamai Net Session Client is a download manager program that provides effective, reliable and efficient downloads. It will run while you are downloading your digital purchase. It will not be running at all times.
Q: Do I have to use the Akamai Download Manager?
A: Yes, you will have to use the download manager to download your digital product through Digital Library
Q: Do I have to use the Arvato Download Manager?
A: Yes, some digital downloaded products are supplied by Arvato Systems. You will have to use the download manager to download your digital product.
Q: How do I purchase a product from BestBuy.com for Digital Library?
A: Step-by-step instructions will be available shortly.
TROUBLESHOOTING
Q: I don’t see a code in my e-mail! Where is it?
A: Although most orders are fulfilled within an hour, please allow up to 24 hours after your purchase for the delivery of your digital code. Also, please be sure to check your spam folder for a message from Best Buy Digital Library.
Q: Where are my instructions to download my digital item?
A: Your instructions on how to download may vary with each digital item downloaded, but will be in the body of the email you received.
Q: I’m receiving an Error #501 when trying to log in! What is this?
A: If you are receiving this error, please make sure that the information used to log into your BestBuy.com account is correct. Also, please ensure that the shipping information is accurate and set for a -real- address. If we cannot verify the address, you will be unable to log into Digital Library.
Q: Where can I find contact information for support?
A: You may find Digital Vendor Support on BestBuy.com, Best Buy Unboxed Gaming Support board, or by calling 1-888-BESTBUY. (1-888-237-8289)
Disclaimer: This is a continual work-in-progress and will be updated with new information as it arises.
USEFUL LINKS
Digital Library
How it works: Digital Downloads
Shop Digital Software & Games on BestBuy.com

Hi JaceTheAce81,
No, they do not -- our "Get $10" offer only applies to physical copies of the listed titles, not their digital download counterparts.
Thanks for your interest in reserving your copy of Call of Duty: Advanced Warfare with us!
Aaron|Social Media Specialist | Best Buy® Corporate
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Similar Messages

A question for the digital downloads.

So I have a digital download I am trying to use. After multiple attempts on two computers, it still does not work. It says the code is invalid even thought I am 100% sure that it is. Is there any help that can be given?

Openreach are the company who are in charge, manage and control the rollout of Fibre broadband for all ISP/communication providers.
Even thought Openreach are part of the BTplc group that are separate to the rest of the BTplc group under Ofcom's orders to make sure that BT Retail and other BTplc companies don't get priority over other communication providers.
As it says in Openreach's faq:
"Openreach is part of BT Group but it operates as a separate line of business – serving the needs of all communications providers in a fair and even handed way."
BT Retail does not have any input or say in the rollout plans of fibre broadband.
BT Infinity is just the brandname/product offered by BT Retail (a communication provider) for Fibre broadband.
Hope that helps explain it.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Battlefield Hardline PC Digital Download Pre-Order issues

Seems there's a couple issues with the "Digital Download" for PC pre-order of Battlefield Hardline.
First, the pre-order is not showing up as a $10 certificate promo for Gamersclub, which is should be because all versions of Battlefield Hardline are supposed to be...
Second, it's also not addomg the 20% off bonus for being a Gamers Club Unlocked member. The game shows as full price in the shopping cart without any discount.
I'd rather get the digital download so I don't have to stand in line at the store so I would appreciate some feedback as to why this promos are not working and if this will be sorted out before release so I can pre order the game. Thanks.

Hi there ShauNYC,
I'm sure you are very excited for the release of Battlefield Hardline! The digital download version is a great way to play the game upon release, without having to wait for a shipment or wait in a line at a store.
With that said, unfortunately you would not be able to receive your 20% Gamers Club Unlocked discount as digital downloads are excluded. You can check out more info on this via the Gamers Club Unlocked FAQ here. Furthermore, being a digital download would exclude it from the $10 in rewards certificates promotion as well, as only physical copies of PC games qualify. You may review the FAQ for this offer here. If you should like to receive your discount and participate in the $10 rewards certificate promotion, you would need to pre-order and purchase a physical copy.
I sincerely apologize for any disappointment that this news may cause you. I'm sure this may not have been what you expected when you decided to pre-order the digital version. If you should have any questions, please let me know!
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
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GTA 5 digital download issue

Hello,
I was notified by email that the Digital Download release date for my Preordered copy of GTA 5 has changed to april 8th and there still is no option for me to download it in the digital library section of my account. Is there an issue going on?

Hello Jakebarrett,
Thanks for pre-ordering GTA V from Best Buy. I'm sorry for any confusion with your fulfillment. You should receive download instructions in your digital library. A Digital Library FAQ can be found here.
I was unable to locate your transaction history for GTA V, so I will send you a private message to gather that information and we'll take it from there.
To check your messages, while logged into the forum click on the envelope in the upper right corner. Thanks for being a My Best Buy member.
Regards,
Mike|Social Media Specialist | Best Buy® Corporate
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Gifting a Digital Download Game

I have tried repeatedly to add a copy of the Sims 4 that is suppose to be a gift. Based on your FAQ regarding this, it states that there is suppose to be an option during my checkout. I have looked everywhere, retried adding it to the cart, adding other games that are digital... and there is NO option I see anywhere on the page where it would hint I have a gift option to enter an email address.
I do not know, possibly you moved the option to the Digital Library, however I already own the physical copy and do not want another that I will later be told cannot return it. Please let me know if there is a change to what is stated below.
Q: Can I send a game download or add-on as a gift?
A: Yes, you can send any digital download item as a gift. You'll have the option during checkout. Your gift recipient will get an e-mail with your gift message and instructions on how to get the digital gift.

Hi joeydtx,
I'm not much of a gamer myself, but I've only heard the best about Sims 4. It's very nice of you to buy it as a gift for your friend, so I'm sorry to hear that our website isn't cooperating with you.
To confirm what you are seeing, I tried to purchase the same download through our website. Unfortunately, I'm not able to find our "Friends and Family" option either. Please know that I've passed along this concern to our supporting teams to determine this discrepancy, and I hope to have an answer for you within the next couple of days.
I realize that you may want to purchase the game sooner than this though, especially if the game is for a birthday or other special occasion. I would hate to miss the special day, so one way we could work around this is by purchasing a Best Buy e-Gift Card here and sending it to your friend. They may then use this to purchase the game.
I greatly appreciate your patience, and I'll be in touch soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

How can i get a free digital download for the Logic express 9 DVD version

I recently bought an new Imac. There is no dvd player. What gets me frustrated is that i own almost all Apple products, but i can't seem to get my DVD version of Logic Express on my new imac. I tried to share the dvd drive of my macbook pro, but that doesnot work with copy protected software. So i can't install from that external dvd drive.
So now i have a:
Iphone
Ipad mini
Macbook pro
Imac
and ik can't use my officially purchased version of Logic. Microsoft offers a free digital download for registered version of Office for Mac. Is er there also a free digital download for Logic Express? Anybody?
If there is not, i feel ripped off.
Thanks.

Why not ask in the Logic Express forums?

Digital Download with DVD not working like it should

I purchased the Mickey Mouse Clubhouse Space Adventure from Walmart. I love to buy the ones that include the digital download, that way if we are stuck somewhere I can whip out my iPad or iPhone and entertain a 3 year in the blink of an eye. However, with this purchase I redeemed my download but it never showed up in my Library. When I try to seach for this movie in the iTunes Store it doesn't even look like it is even available for purchase. Did I just buy a "dud"? I am really bummed out that I have not been able to troubleshoot this to a solution on my own, so now I reach out to you. Has anyone ever had this happen to them with any purchases or are you an owner of the same movie with the same problem? Please help, I'm open to any suggestion at this point.

I did do the check for updates and purchase downloads, still no movie.

Betcha you all didnt know Best Buy has a few digital download sites did ya?

Best Buy operates two sites. One powered by Digital River and the other one powered by Oberon Games.
Here are the two sites and their specialties:
Best Buy Software Game Download Center : http://games.bestbuy.com (Digital River, specializes more of digital download versions of retail CDROM titles)
Best Buy Casual Gaming Download Center : http://www.bestbuygames.com (Oberon Media, specializes in casual gaming titles such as Bejeweled)
BestBuyGames.com also features an online casual gaming multiplayer community in the flavor of Pogo Games that let you register a user account and create your own avatar. Its fun for the whole family and its free!
*******DISCLAIMER********
I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

Hockey,
Good shout out! Love the new graphic and this was really informative.
If you guys want to PM me with specifics of the experiences you've had I would be glad to share them out here. If we don't know what's happening with our online partners, we have no way of trying to make changes.
Happy gaming!
Josh|Community Connector | Best Buy® Corporate

HT3209 I buy movies and applied all my digital downloads to itunes, and now more than half my movies come up saying my computer cant play because its not capable of HD, I never had a problem before this Icloud,I just feel that ive lost hundreds in digital

Ive always loved Itunes, Ive always thought it was the easiest way to build a library, either music, or movies, ebooks or what have you. Now this new "Icloud" comes into the picture and tells me more than half of my digital movies cant be played because my pc isnt HD compatible, I watched every movie i have in my Itunes library before, therfore I am so frustrated, no one seems to have any answers for me, I think most would feel out of hundreds of dollars of digital movies and feel the same way.....I dont buy movies from Itunes but every movie I've ever bought off the shelves at stores that has digital download on it is put in my itunes library. I Dont want to lose/leave itunes as my system of doing things but.......im at a loss, Anyone Help??? The funniest part of all of it is...Next to all the movies says "Purchased" so obviously they are legit and mine.

I am having a similar problem with iTunes 11 on a Windows 7 box. I was able to rent and play HD movies befor "upgrading" to iTunes 11, however now when I try and rent a movie in HD I get the error: "This cannot be played in HD on this computer. You must rent and watch the HD version on an HD-compatible device. Or, you can rent the SD version and watch it on this computer."
Guess i'll be renting movies from XBox from now on.

Digital Download button not working.

Hi,
I purchased a video game from the online bestbuy store and got it on the digital download option. I received the confirmation of it in my library and downloaded the 3rd party downloader to help with the download. So after that was done I went to download and the button does nothing for me. When I press the button it goes from a hand to a cursor for about 5 seconds and then goes back to the hand icon and then nothing happens.
Things I've done to correct it wiht no luck.
- Tried a diffferent browser.
- Cleared all cookies.
- Reset Password.
I cant think of much else to do so any help would be appreciated.
Thanks.

Hello grandpooba6682,
Thanks for your digital download order! I'm sure you'll love that title just as soon as you can get it downloaded. Sorry that has been an issue so far, but I'll be happy to look into it.
It is possible there is something keeping the link from working on this end so I will see what we can do, but I'll also send you a private message with some information that may work for you in a more expedient manner. Please watch for the message shortly. To check your private messages, while logged into the forum click on the envelope in the upper right page corner.
Thanks again,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

Are there liner notes for digital download albums?

I just started purchasing albums via digital download and I was wondering if there was a digital equivalent to the liner notes you used to get with vinyl albums? I also noticed there are no composer credits listed with the songs.
I used to learn alot about the music industry from reading all the stuff written on those notes both on the back of albums and inside or on the dust covers.
No to meantion what about albums which came originally with lots of photos or booklets? Do they make these things available for download when you purchase the digital albums? They should in some kind of PDF form.

If the album doesn't have iTunes Extras, of which there are few, there are no liner notes provided and you'll have to look to other web sites for that sort of information.
Regards.

Pse 13 for mac- Is there a digital download after you buy it disc won't read for some reason. using macbookpro.

I bought the PSE 13 disc and put it in my laptop( macbookpro) and for some reason it won't read… all it does is run and then spit the disc out not sure what to do. Is there maybe a digital download since there is no customer service number to call…

Download the trial version, install then enter your serial number
http://www.adobe.com/cfusion/tdrc/index.cfm?product=photoshop_elements

How can I add a digital download (pdf) to an autoresponder from a web form?

I have a simple web form on my site, name and email. I know how to access and edit the autoresponder email, but I dont know how to add a digital download. I want the auto responder to include a PDF. Can anyone help me with this?
G

Don't know if you've resolved this, but I would put the PDF in the Media Downloads then just add the link within the autoresponder of the form.
Hope this helps,
Chad Smith

Universal Music Group audible watermarking on digital downloads?

Hello,
I wanted to take a moment to praise Apple for being so patient and persistent around a sound quality issue I've been noticing for months with certain of my digital purchases from the iTunes Music Store.
Start of story: I noticed that certain of my classical albums purchased had this very strange "fluttery" sound, most noticeable during quiet passages, or with solo instruments with pure tones (flute, clarinet, oboe), or soprano solo singing.
At first, I thought it might be an artifact of the bitrate or encoding of the file. I raised this with Apple, and they confirmed that no, the files were at the maximum AAC quality. I have listened to plenty of other music with similar kinds of quiet passages and pure notes, from the iTunes store, and never noticed this issue.
After making more purchases over a period of months, I finally started to notice a commonality: all of the purchases of classical music from labels under the Universal Music Group -- Deutsche Grammophon and Decca, L'Oiseau-Lyre, EMI -- had this fluttery sound issue.
I continued to be mystified, and Apple did everything they could, refreshing the purchases I'd made on the server side and having me re-download to make sure there were no issues with the files Apple had available.
Well, finally, a professional recording engineer pointed this link out to me:
http://www.mattmontag.com/music/universals-audible-watermark
The author, Matt Montag, is an engineer for Spotify, and has obviously done some close analysis of the nature of the problem.
You will find other references to Universal Music Group's audible watermarking of their files online, stretching back to 2011, maybe earlier.
I find this an abhorrent practice, not because I object to UMG's need to protect its digital rights, but because it is basically selling damaged goods at regular prices, without any indication that is the case.
I have pointed this out to Apple, as well as to the music label, and don't expect anything to come of it, unfortunately.
For me, it makes certain historic, well-known recordings by DG artists of some of the most beautiful repertoire in the world -- international treasures, that should be protected for all time, and shared properly, uncontaminated, with those who make a legitimate purchase -- virtually unlistenable.
I hope anyone else noticing this will also report it to Universal Music Group. It is not an Apple quality issue, but something they clearly have to put up with from this particular publisher.
Apple has gone to great lengths to help me, but this is beyond their control. I hope you can help them change that, as customers who should not be treated in such a shoddy way.
Please listen carefully to any UMG purchases you have, particularly quiet passages, solo instruments in acoustic spaces, solo voices; if you notice this issue, report it to UMG.
There are certainly technologies out there that can serve the security and tracking goals UMG seeks, without distorting the sound; with the watermarking technology they have committed to for those purposes presently, they are degrading distribution of their massive library of historic music, and destroying our ability to enjoy these international treasures, and, in the long run, their ability to profit from them.
Thanks for listening.

Sadly, this is still present to a large extent, and it affects more than just UMG itself and more than just classical. It extends to labels distributed by UMG in North America: Disney and Marvel for one thing, but every other label distributed digitally through UMG. It also extends to pop and country (and no doubt every other genre). It's really pathetic on Universal's part that they're selling this absolutely unlistenable trash. As the original poster mentioned, they're selling damaged goods and knowingly so, with no disclaimer or warning to customers. I would venture to state that the number of defective track and albums that Universal sold exposes them to a risk of a class action lawsuit.
Sometime in 2014 I posted a rant to Universal Classics' Facebook pages. A very nice rep by the name of Danielle took it seriously and we exchanged a series of messages on the topic. I sent Danielle a number of examples (actually dozens) of affected recordings (Decca, DGG, Philips). At that time, the response she had was that this appears to be a Universal Music Canada issue and she would escalate as needed (even though she actually represented Universal USA). Reading the online forums though, it clearly isn't limited to Canada.
The bad news, is that the few times I contacted iTunes about it, the response I received was completely ridiculous. The last time, the iTunes rep sent me a canned response stating they had thoroughly examined the tracks I reported as defective, and determined that there's nothing wrong and the tracks sound "as the artist intended". I seriously doubt any artists would like to be reduced to ugly digital noise that sounds like a poorly compressed 56kbps file.
I suppose it raises another issue: no doubt the iTunes staff, if they did review the tracks, did so either on (a) laptop speakers, or (b) through the atrocious Apple earbuds. Considering how everything sounds bad on those, I don't doubt they heard nothing wrong. But the response remains ludicrous.
Perhaps the worse news, is that iTunes isn't the only one affected. I downloaded some items from 7Digital and they were equally bad; exhibiting the same issues.
The good news, is that it appears to have ceased. More recent Universal releases (say mid 2014 till now) don't show this annoying fluttering.
The even better news, for classical music at least, is that Warner got the EMI Classics catalog after Universal's purchase of EMI, and Warner releases have been thankfully free of this nonsense.
The result of this Universal fiasco, is that:
(a) I have had to repurchase a bunch of digital downloads on CD (I'm tempted to send Universal the sales receipt with a request for refund; their choice whether they want to reimburse me the iTunes purchase or the CD prices)
(b) I have significantly curtailed my iTunes purchases; reverting instead to old habits like, believe it or not, ordering CDs from Amazon
(c) Avoiding Universal Music releases wherever possible.

Re: Unable to download game call of duty 4 digital download.

Hello, I recently purchased the digital download copy of modern warefare 2 for $20. I followed all the steps but when it came down to saving the game to a location, no matter where i try to save the game to, it wont let me save it. It just keeps saying try to save it to another location. Can you please help me fix this problem, thank you very much.

Hi kyleng11,
Downloading any digital content should be a quick and easy process, so I'm sorry to hear you've had difficulties accessing your copy of Modern Warfare 2. I can imagine how anxious you must feel to start playing!
From time to time, our Digital Library receives updates to to better increase its functionality and improve user experience. With those updates, however, we've found that older PC titles may sometimes encounter issues that prevent them from being downloaded properly. I've notified our digital operations group of the situation and have since been informed this title should be good to go again. When you have the chance to do so, please attempt to download the game another time.
Let me know if you have any other questions or if you need any additional assistance.
Aaron|Social Media Specialist | Best Buy® Corporate
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Digital Download FAQs

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