Still Need Help?

By Email


By Phone

  • Call us at 1-877-342-0513
  • Phone support is available 8am-8pm EST, 7 days a week

Very Important!

To provide you with the proper support please include this information in your email message or have it ready when you call:

  • The first and last name used to subscribe to PrimeTime2Go
  • Your device model (i.e. BlackBerry Bold 9000)
  • O/S version
  • Your PIN number.

    For BlackBerry devices, your BlackBerry PIN is used. Your PIN can be found by clicking the "About" menu option in PrimeTime2Go.

    For Android devices, your PIN can be found by clicking the "Settings" menu option in PrimeTime2Go.

Frequently Asked Questions



    Technical Requirements

    • You must have a supported device, which currently includes the following devices:

      • DROID X by Motorola - Verizon
      • DROID by Motorola - Verizon
      • Motorola CLIQ™ - T-Mobile
      • Motorola CLIQ™ XT - T-Mobile
      • Motorola BackFlip™ - AT&T
      • BlackBerry® Bold™ 9000
      • BlackBerry® Curve™ 8900
      • BlackBerry® Bold™ 9700 - T-Mobile
      • BlackBerry® Torch™ 9800 - AT&T
    • You must have a MicroSD card to store shows* (512MB or higher is recommended)
      *BlackBerry® Torch™ 9800 does not require MicroSD card.
    • You must have access to a Wi-Fi connection to download shows. Once shows are downloaded a Wi-Fi connection is not needed.
    • Your device must be running a supported operating system.
  1. The O/S you require depends on your Device:
    • DROID X™ by Motorola (from Verizon): Android 2.0
    • DROID™ by Motorola (from Verizon): Android 2.0
    • Motorola Cliq™ (from T-Mobile): Android 1.6
    • Motorola Cliq™ XT (from T-Mobile): Android 1.6
    • Motorola BackFlip™ (from AT&T): Android 1.6
    • BlackBerry® Bold™ 9000 (from AT&T): 4.6.0.167
    • BlackBerry® Curve™ 8900 (from AT&T): 4.6.1.231
    • BlackBerry® Curve™ 8900 (from T-Mobile): 4.6.1.114
    • BlackBerry® Bold™ 9700 (from T-Mobile): 5.0.0.330
    • BlackBerry® Torch™ 9800 (from AT&T): 6.0
  2. PrimeTime2Go is currently available in the USA.
  3. For details on how to subscribe to PrimeTime2Go, please check out our getting started guide.
  4. Wi-Fi

  5. You can browse the catalog anywhere, but currently PrimeTime2Go only uses Wi-Fi for actual video downloads. This will ensure that you do not incur large data charges.
  6. Your Wi-Fi might not be turned on. Please consult your device's operating instructions to set up Wi-Fi. The particular configuration details, including username and password if necessary, will depend on the Wi-Fi network.
  7. Yes, PrimeTime2Go can use Apple's Time Capsule for a Wi-Fi connection, however it does not work with version 7.4.1 of the Time Capsule firmware. Please ensure you are running version 7.4.2 or greater.
  8. Using PrimeTime2Go

  9. Yes. You can browse the catalog anywhere, but shows will only download over Wi-Fi.
  10. This application must be used with a MicroSD card. Because these are full-length TV episodes, PrimeTime2Go requires a MicroSD card to function. We recommend a card of at least 512 MB in size, which will allow you to store approximately two and a half hours of TV.
  11. No. TV episodes are only viewable through the PrimeTime2Go service.
  12. No. Due to DRM restrictions TV episodes are only available to be viewed through the PrimeTime2Go application.
  13. It depends on the show, but most episodes expire after about 2 weeks. Once an episode expires, it will be automatically deleted from your device and from the TV catalog. You will no longer be able to view it.
  14. Currently, PrimeTime2Go only uses Wi-Fi to transfer TV shows.

    Please note that if you browse the catalog while not in a Wi-Fi zone, you may incur small data charges from transferring the show descriptions.
  15. Please re-install PrimeTime2Go on your new device and contact customer care to move your subscription to the new device. You will also have to re-download any shows which were stored on your MicroSD card, as your previous downloads will not be compatible with the new device.
  16. For BlackBerry® smartphones choose "Options", then "Status" for Motorola smartphones choose "Settings"; your PIN will appear on the resulting page.
  17. Your organization may have an IT Policy which prevents you from using PrimeTime2Go. Please contact your BES Administrator.
  18. Please visit www.primetime2go.com regularly for updates. You can also follow us on Facebook and Twitter.
  19. Viewing a half-hour show will use approximately 10% of your battery.
  20. The number of TV episodes that will fit will vary dependent on the length of the episodes and the size of your Micro SD card. We recommend a card of at least 512 MB in size, which will allow you to store approximately two and a half hours of TV.
  21. Try removing shows from your download queue. You may want to only download two or three shows at a time.
  22. Your device may be in "Mass Storage Mode", which disables your MicroSD card. Please ensure that Mass Storage Mode is turned off.
  23. If you are getting this message you will need to install an updated version of the PrimeTime2Go service. To install the update please first turn off Wi-Fi. There are then two options for installing the update.

    Option 1 – Direct download

    Click on the following link if accessing from your Blackberry. Alternatively, it can be entered manually into your Blackberry Web Browser
    http://projps.t-mobile.com:80/W/server/123/directitem/Z32063

    Option 2 – web2go download

    PrimeTime2Go upload can also be obtained through the web2go catalog through the following steps:
    1. Access web2go portal (should be an icon on Blackberry)
    2. Select Downloads icon
    3. Select Apps icon
    4. Select More games and Apps Icon
    5. Select PrimeTime2Go link
    6. Select Accept and download will start momentarily
    Once you have completed the install process you may then turn Wi-Fi back on.
  24. Billing

  25. For details on how to subscribe to PrimeTime2Go, please check out our getting started guide.
  26. If you are receiving an "Invalid PIN" message you have made an error while entering your PIN during subscription on the website. Please ensure you enter the exact PIN as displayed when you are in the PrimeTime2Go application.
  27. T-Mobile customers with a BlackBerry® Bold™ 9700 can subscribe directly on their wireless bill.
    AT&T customers with a BlackBerry® Torch™ 9800 can subscribe directly from the PrimeTime2Go application. 
    All charges will be presented on the customer's Wireless bill. Customers with all other devices must sign up using PayPal.
  28. Please visit www.paypal.com and click on the "Sign Up" button.
  29. Yes. PrimeTime2Go has no access to any of your financial information.
  30. Your account will be charged $9.99 once a month.
  31. If you are a T-Mobile customer with a BlackBerry® Bold™ 9700, please contact T-Mobile Customer Care.
    If you are an AT&T customer with a BlackBerry® Torch™ 9800, please contact AT&T Customer Care.
    For all other smartphones, please contact our customer care department. Click here for contact information and hours of operation.
  32. Please see our refund policy.
  33. Please be aware that as you browse the catalog, you may incur data charges on your wireless phone bill, depending on your data plan. This does not include downloading videos, which only transfer via Wi-Fi.
  34. If you subscribed via PayPal:
    To cancel your subscription, please log in to your PayPal account at www.paypal.com. Find the transaction and click "details". There is a cancel link which you can click on, which will cancel your subscription. This will notify us that you have cancelled, so there is nothing else you need to do

    Please note that cancelling your subscription will prevent future charges. You will still have access for the remainder of your current month.

    If you subscribed via T-Mobile direct billing please contact T-Mobile customer care.

    If you are a BlackBerry Torch user and subscribed directly from the PrimeTime2Go application, please contact AT&T customer care.
  35. Downloading

  36. Please make sure that the episode has finished downloading before you attempt to view it. You cannot watch an episode until it has finished downloading.

    Your download might have failed due to lack of Wi-Fi coverage, or a low battery.
  37. To download all shows from a particular series, choose "Add to My Series". This will cause all new shows for that series to automatically download as soon as they are available, just like on a DVR. It will also queue up all the currently published episodes for download as well.
  38. No. However, if you already have episodes downloaded, you can still watch them while traveling.
  39. Episodes should download in 5-10 minutes via Wi-Fi. Your episode may be paused because you are not in a Wi-Fi coverage area. Please move to a Wi-Fi hotspot to allow your episode to finish downloading. If you are low on battery power, your episode may not download entirely.
  40. It depends on how long the episode is and the speed of your Wi-Fi connection. A typical half-hour episode (without ads) will download over a Wi-Fi connection in about 5-10 minutes.
  41. You can download as many episodes as you like. They will transfer, one at a time, in the order you selected them. Keep in mind that you need to have enough space on your MicroSD card in order to hold all the episodes you download.
  42. Your episode may have expired. TV episodes are only available for around 2 to 3 weeks before they expire. For some shows, episodes may be removed from your SD card due to a 48 hour restriction, and you will have to re-download them.
  43. If you pause a download, it will never restart automatically. You must resume the download yourself.
  44. Transfering Service

  45. No. you must cancel your current subscription and re-subscribe using the PrimeTime2Go application available for the BlackBerry Torch.
  46. PrimeTime2Go subscriptions are tied to the user’s SIM and the device that originally installed PrimeTime2Go. Please ensure that you cancel your subscription (if paying via PayPal) and re-subscribe on the Torch.