Frequently Asked Questions Back to main page
Welcome to TI Swim Digital Shop! 
The followings are frequently asked questions about our service.
   
About the service
What is digital content?
What is the difference between downloading videos and streaming videos?
What kind of content can I download?
What are the advantages of downloading content?
What are the available formats for my device?
What video format do you use?
How can I purchase digital content?
How can I download and open digital content?
I want to download only free content. Do I need to create an account and input my address?
I want to download one item with several formats. Do I need to purchase them separately?
Do you have any other payment method?
Troubleshooting
I opened my account, but I did not receive the confirmation email. What should I do?
I have just purchased an eBook or a video. Please tell me when we will receive the eBook or video.
I paid for a digital download about an hour ago and have not received a confirmation email and link. I did get a PayPal email registering the purchase. 
It is not possible to access the download via the link in your email. What shall I do? The free videos were possible to download but I cannot even access the website.
I have tried several times to download my videos to my iPad or iPhone, and it says server not responding or server not properly configured. 
I have tried on my iPad and my computer and I am either getting a message that the file is corrupted, or it just quits during download. I would like my money returned unless there is a better suggestion.
I accidentally deleted my file. Should I purchase it again?
I opened the PDF file but could not see the videos. Where can I find the videos?
I bought the Easy Freestyle videos, and I'd like to download them to my iPhone, but I can't figure out how to do it. Do you have any instructions for that?
I purchased an eBook for to use on my iPad. I am unable to open it after downloading, I downloaded the ePub on the iPad and when I get a prompt to open in iBooks, I click it, and it does nothing. Is there something that I am missing?
Do I have to download a specific app to be able to open and use the file I downloaded for the iPhone/iPad? I can't seem to sync it.

Q What is digital content?
A Digital content is digitized information such as text, audio and video. We offer digital content files so that you can download the content and view with your computers, smart phones and tablets anytime you want.
 
Q What is the difference between downloading videos and streaming videos?
A Downloaded videos are stored on the device that plays them. You need a connection to download the video file to get it onto your device, but after it has been downloaded you can watch the video without any connection. Streaming videos are videos that are played on one device but are stored on a remote server. You need to have Intenet connection in order to play the video.
 
Q What kind of content can I download?
A We offer eBooks and videos. eBooks have several formats such as PDF and ePub. Videos have MP4 format.
 
Q What are the advantages of downloading content?
A Once you download files you can read or watch them without an Internet connection. Since the typical file size is larger than 100MB to download, we recommend using a high-speed Internet connection when downloading files.
 
Q What are the available formats for my device?
A Most of the titles that include video are available in 3 file formats. You can download any format with a single purchase. The following table shows proper file formats for your device. For your portable devices, you can download files to your PC then transfer them to your devices, or you can directly download files to your devices.
Your Device Recommended Application (Apps) to use
PC (Windows/Mac) PDF with video Adobe Reader (free)
ZIP Adobe Reader (free) - to view PDF without video
MP4 player - to view video
(You will use these files only if you have problems with PDF with video.)
iPad/iPhone/iPod touch ePub Apple iBooks (free)
Downloads Lite (free) - to download files
Android Smart Phone/Tablet ePub Himawari Reader (free)
Firefox (free) to download files with showing the download progress
PDF with video ezPDF Reader ($0.99-3.99)
Firefox (free) to download files with showing the download progress
Kindle Fire HD PDF with video ezPDF Reader ($1.99-3.99)
Any Devices MP4 MP4 player installed on your device
Any Devices Web Internet browser installed on your device (Internet connection required)


1) ePub format
This format is compatible with the iBooks app on iOS (iPad, iPhone and iPod Touch) and Himawari Reader on Android. You need to install these apps to view epub files. 

2) PDF with video
This format is compatible with Adobe Acrobat 9 or later on PC/Mac. Other PDF viewers may not support embedded video.
Adobe Reader 11 requires Adobe Flash Player 11. You need to install both application.

3) Zip (PDF and MP4 video)
A zip file is archived and contains several files such as PDF and MP4 video. PDF files are optimized to read with small devices. MP4 videos are compatible with video players on Android. You can play them on iPad/iPhone/iPod Touch, and PC/Mac with QuickTime Player. You need to extract files from the Zip file before you use them by using PCs.

4) MP4
Some ebooks have single large video files. They can be played with MP4 comparible video players.

5) Web
You use your browser to view the purchased content. Internet connection is required.

 
Q What video format do you use?
A Our video format is MP4 (MPEG4) . MP4 videos are compatible with most video players on iPad/iPhone/iPod Touch and Android. You can play them on PC/Mac with QuickTime.
 
Q How can I purchase digital content?
A
  1. Create an account. This is required for both paid and free digital content.
  2. Select title(s) you want to download, and add them to the cart.
  3. Proceed to checkout. Input your address (for the first time only.)
  4. We use PayPal for credit card settlement. You will be directed to the PayPal site to complete payment. You do NOT have to create a PayPal account.
  5. After you complete your order, an email will be sent to you including links to download the purchased content.
  6. You also can download them through your account page on the web site.
 
Q How can I download and open digital content?
A How you download content depends on which device you use. Please refer to the Digital Shop Manual for details. You may need to install required software before downloading.

If you use the content with your PC/Mac;

  1. Click the download links in the email sent from us upon purchase. You also can use links on "My Downloadable Products" on the web site after sign-in.
  2. Download will start. Your browser may ask you where to save the file. You can keep an eye on its download progress in the downloads bar at the bottom of your tab (on Google Chrome. Other browsers have the similar function.)  
  3. When the file is downloaded, click its icon to open it. All the files you purchased for downloading are listed on your "My Downloadable Products" page.

If you use the content with your iPad/iPhone/iPod Touch;

  1. We recommend using "Downloads Lite" for downloading purposes. Install the app from the App Store. You also need to install iBooks to view files.
  2. Sign in to your account with Downloads Lite and go to "My Downloadable Products." Then click the link of the file you want to download.
  3. Modify the file name (if needed) and start downloading. The app shows its download progress. You can switch to other apps while downloading.
  4. After the app completes downloading, tap the file name on Files window. Tap "Open In..." in the pop-up menu and Tap "Open in iBooks" in the next pop-up menu.

If you use the content with your Android device;

  1. We recommend using "Firefox Browser" for downloading purposes. Install the app from Google Play. You also need to install "Himawari Reader" to view files.
  2. Sign in to your account with Firefox and go to "My Downloadable Products." Then click the link of the file you want to download.
  3. The download will start after you click the link. You can check its download progress by showing the notification area.
  4. After downloading is completed, tap the file name in the notification area. Then tap "Himawari Reader" on the selection.

If you use the content with your Kindle Fire HD;

  1. Purchase "ezPDF Reader" to view files.
  2. Sign in to your account with Silk and go to "My Downloadable Products." Then click the link of the file you want to download.
  3. The download will start after you click the link. You may be able to check its download progress by showing the notification area.
  4. After downloading, tap the file name in the notification area. Tap "ezPDF Reader" on the selection.
 
Q I want to download only free content. Do I need to create an account and input my address?
A Yes. By creating an account with your address, you are authorized to have rights to use digital content distributed by Total Immersion, Inc.
 
Q I want to download one item with several formats. Do I need to purchase them separately?
A No. Each item purchased includes covers all of the available file formats.
 
Q Do you have any other payment method?
A We use PayPal to process payments, but you do NOT have to create a PayPal account in order to complete your purchase if paying by credit card. If you create a PayPal account, or have an existing account, you have the option of using funds from your bank account to complete the purchase.
 
Q I opened my account, but I did not receive the confirmation email. What should I do?
A If you did not receive the email, please try the following:
1) It may be labeled as Spam. Try to find it in Spam or Trash folder.
2) You may have mistyped your email address. Open another account.
 
Q I have just purchased an eBook or a video. Please tell me when we will receive the eBook or video.
A 1) You need to download your purchased item. Please sign in to your account at https://tiswim.jp/digital-en/customer/account/login/, and go to "My Downloadable Products." Then click/tap the link of the file you want to download. 
2) Download will start. Your browser may ask you where to save the file.
3) If you use tablets or phones to download them, please refer to the following information.
http://tiswim.jp/content/en/manual-e/index.html
 
Q I paid for a digital download about an hour ago and have not received a confirmation email and link. I did get a PayPal email registering the purchase. 
A If you did not receive the email, please try the followings;
1) It may be labeled as Spam. Try to find it in your Spam or Trash folder.
2) You may have mistyped your email address when you open the account. Please let us know so that we can update your account information.
 
Q It is not possible to access the download via the link in your email. What shall I do? The free videos were possible to download but I cannot even access the website.
A The size of most files exceeds 100MB (megabytes) and it takes longer to download. We recommend using a downloading application such as Downloads Lite for iOS so you can track the progress of the download. If you have trouble with the connection with our server, please contact us.
 
Q I have tried several times to download my videos to my iPad or iPhone, and it says server not responding or server not properly configured. 
A When you use Safari or other browsers to download files, you cannot check its download progress. We recommend using "Downloads Lite" for downloading purposes. Install the app from the App Store. You also need to install iBooks if you want to view ePub files.
 
Q I have tried on my iPad and my computer and I am either getting a message that the file is corrupted, or it just quits during download. I would like my money returned unless there is a better suggestion.
A One the iPad, when you use Safari or other browsers to download files, you cannot check its download progress. We recommend using "Downloads Lite" for downloading purposes. Install the app from the App Store. You also need to install iBooks if you want to view epub files. If you have trouble with the connection with our server, please contact us.
 
Q I accidentally deleted my file. Should I purchase it again?
A As long as you keep the same user account, you can download the same item again without additional cost.
 
Q I opened the PDF file but could not see the videos. Where can I find the videos?
A In order to see the videos in PDF file using PC or Mac, Adobe Reader 9.0 (or later version) is required. 
http://get.adobe.com/reader/.

If you are using other devices, please refer to the following on-line manual:
http://tiswim.jp/content/en/manual-e/index.html

 
Q I bought some videos, and I'd like to download them to my iPhone, but I can't figure out how to do it. Do you have any instructions for that?
A The title consists of multiple video (mp4) files and you need to download them. We recommend Downloads Lite application to download them on your iPhone or iPad. Detailed steps are described on the following page;
http://tiswim.jp/content/en/manual-e/07-download-ios.htm
 
Q I purchased an eBook for to use on my iPad. I am unable to open it after downloading, I downloaded the ePub on the iPad and when I get a prompt to open in iBooks, I click it, and it does nothing. Is there something that I am missing?
A The download may not be finished. Please compare the size of the file with the information shown on the web site. If it is different, please try to download it again.
 
Q Do I have to download a specific app to be able to open and use the file I downloaded for the iPhone/iPad? I can't seem to sync it.
A We recommend using ePub files for iOS devices such as iPad and iPhone. You need to install iBooks application from the iTunes App Store to view ePub files and Downloads Lite application to download them on your iPad. Detail steps are described on the following page:
http://tiswim.jp/content/en/manual-e/07-download-ios.htm