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The X Factor 2014 - Frequently Asked Questions

IN–APP VOTING

1. How can I vote via The X Factor app?You can vote by downloading the most recent iOS or Android version (7.0 and later) of The X Factor app.

2. How do I get votes?If you have the correct version of the iOS app, when you go into the voting section you will be prompted to authenticate your device using your Apple ID in order to receive votes. You will only have to do this once per device and you will not be charged. This is done solely to enable you to receive your five votes per device. With the Android version, authentication occurs automatically. Votes will automatically appear in the app as voting starts in the show.

3. How much does it cost to vote using the app?This year it’s free to vote via the app.

4. How many free votes will I get?Each eligible device will receive five votes per voting event. A voting event is classed as one complete vote, for example voting may open at the end of Saturday’s show and then close on Sunday; this would be one voting event for which you’ll be able to vote five times via your device.

5. I have downloaded the app but can’t see any votes. Why?There are 5 main reasons why you may be unable see votes:i - It’s too earlyVotes will only appear on eligible devices when voting starts in the show.ii - Your device is not eligibleYour devices must be linked to an Apple or Google Play account. You can have a maximum of six devices linked to each Apple or Google Play account. These should all receive five votes per voting event. Any further devices will not receive votes.iii - Your 3G or internet connection may have droppedIf your device is eligible and voting has started but no votes are showing, your 3G or internet connection may have dropped at the point we gave you your votes, try moving to a different location and then force the app to close:

On Apple devices:• Double-click the Home button.• Swipe left or right until you have located the X Factor app.• Swipe the app up to close it.

Then re-open the app and your votes should now be showing. If not, please ‘Report A Problem’.

On Android devices:Go to “Settings” then “Application Manager” Scroll down until you find “X Factor” tap on it and choose “Force Stop”

Then re-open the app and your votes should now be showing. If not, please “Report A Problem”iv - There has been a technical errorIn the unlikely case that a technical error occurs then an information message should appear in the app. If there is no obvious reason for the error then go to the top menu, then ‘Voting Help’, then ‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344 881 4150 or email itvihelp@itv.com.v - You have used up your votesEach device will receive five votes per voting event. This means, for example, if you cast all five of your votes after voting opens on Saturday, you will not be able to vote the next day as that this would still be classed voting within the same voting event.

6. I have votes but cannot cast them. Why?There are 3 main reasons why you may be unable to cast your vote:i - The vote is closedFull details of when you may cast your vote will be announced in-show. You will only be able to vote whilst the voting period for each voting event is open. It is not possible to cast your vote at any other time.ii - You do not have a strong enough wifi or 3G/4G signalYou will need a strong, constant wifi or 3G/4G signal to go through the voting process, otherwise you may experience error messages. We don’t recommend voting whilst on the move as your signal strength may vary.iii - There has been a technical errorIn the unlikely case that a technical error occurs then an information message should appear on the app. If there is no obvious reason for the error go to the top menu, then ‘Voting Help’, then ‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344 881 4150 or email itvihelp@itv.com.

7. Can I use my votes in other programmes?No. Votes can only be used for the 2014 series of The X Factor.

8. Can I ‘rollover’ votes during the seriesNo. You can only use votes for that particular voting event. After each vote has closed, shortly afterwards any unused votes will be removed from your app.

9. Can I move my votes between devices/on to a new device?You cannot move unused votes between devices.

10. What happens to unused votes if I delete the app?If you delete the app, you can download it again and you will still have your remaining votes as long as you log back in with the same Apple ID or Google Play account details.

11. I bought votes last series, how do I get a refund?If you bought app votes during The X Factor in 2013 you can apply for a refund (or donate your refund to charity) in this year’s app. Go to the app menu at the top, ‘Voting Help’, then ‘Refund or Donate Credits’. If you donate to charity it will go to ITV’s Text Santa charities, further details of these are at itv.com/textsanta.

12. My question isn’t answered here, where can I get further assistance?In the app go to the top menu, then ‘Voting Help’, then ‘Report A Problem’ and fill in all sections of the form there. Or you can contact ITV Customer Care on 0344 881 4150 or email itvihelp@itv.com.

MOBILE SHORT DIAL CODE VOTING

1. What are Mobile Short Dial Codes (MSDCs)?Mobile Short Dial Codes (MSDCs) (also known as Voice Short Codes) are shorter than a normal telephone number, typically between 5 and 7 digits long. MSDCs are numbers to call (not text) from UK mobile phones where callers are charged a guaranteed fixed price for the call regardless of their UK mobile network provider. ITV is asking UK mobile users to vote via their mobile by dialling the MSDC promoted in The X Factor. UK mobile users will be charged a fixed cost of 35p per vote.

2. Why is ITV using MSDCs?We are using MSDCs in our voting shows to help our viewers better understand the costs involved with voting.

When calling premium rate ‘09’ numbers from mobiles, calls usually cost considerably more than if calling from a BT landline and the cost can vary significantly from mobile network to network. The use of MSDCs for voting has the advantage that callers from UK mobile phone networks should pay the same charge to vote as callers from a BT landline. This means that viewers who vote from their UK mobile by MSDC will know what they are paying before they vote and will not get a shock when they receive their mobile bill.

3. How do I vote by MSDC?It is very simple. Using your UK mobile phone, simply dial the short number shown on screen for your favourite contestant, when the vote is open. There is one 7 digit MSDC allocated to each contestant. The contestants and number allocated to each contestant change each week so please make sure you check the numbers promoted in-show and dial carefully to make sure you are voting for your chosen contestant.

If you call while the vote is open you will hear a message confirming your vote. If you try to call when the vote is closed you will hear a non-chargeable message informing you that the vote is closed.

4. Can I vote by SMS/texting the MSDC?No. You can’t text/SMS to the Mobile Short Dial Code number. If you try to text the MSDC, this will not work and your vote will not be counted. To make sure your vote is counted please make sure you call the number and dial carefully.

5. Why can’t I vote by text?We can’t include text voting on The X Factor because there is the risk of potential delays within the mobile text networks at busy times and this could result in text votes not being received within the period when the vote is open and so they would not be counted but you would still be charged.

6. How is voting by MSDC different to text?With text/SMS, there could be network delays and you do not always know if your vote has been counted but you may still be charged even if your vote arrives too late to be counted.

A phone call to a MSDC works like a phone call to a ‘09’ premium rate number. The advantage of using MSDC telephone calls for voting rather than text voting is that you know at the time of the call that your vote has been counted and that you have been charged for your vote.

This means that if the exchange is busy (for example because of a high volume of calls) you will hear an engaged tone so you will know you have not got through and your vote has not counted. If this happens to you, we recommend waiting a moment and then trying again.

Also, unlike text, you should not be charged if you try to call a MSDC outside of the vote open period, or make a call to a MSDC which is no longer in use.

7. Why can we now vote by MSDC when we couldn’t before?Mobile Short Dial Codes for use across all the major UK mobile network providers, and at a fixed price for a call, have only been available in the UK since April 2012.

8. Why don’t the UK Mobile Network Operators charge a fixed rate for calls from mobiles to ‘09’ numbers?The UK mobile network operators decide the pricing for calling numbers via their networks, including ‘09’ numbers. We advise viewers to contact their UK mobile network operator if they require more information on their charging rates.

9. How much will it cost to vote on The X Factor by MSDC?Voting on The X Factor via a MSDC from UK mobile networks will cost 35p per vote.

10. Will I be charged if I try to vote using a MSDC when the vote is closed?Calls outside the period when voting is open and those made to any of The X Factor vote numbers not currently in use should not be charged.

11. Why can’t I vote by MSDC from the Channel Islands and Isle of Man?The Channel Islands and Isle of Man are covered by separate mobile network operators who do not currently support voting by MSDCs. Viewers in these regions will still be able to vote as they have done in previous shows by dialling the ‘09’ numbers for The X Factor contestants from their landlines or mobile phones. Calls to the ‘09’ number from BT landlines cost 35p but calls from other networks may vary and from mobiles cost considerably more.

12. Why can’t I vote by MSDCs from outside the UK?The MSDCs are provided by the UK mobile network operators (Vodafone, O2, Everything Everywhere (previously T Mobile and Orange), Virgin and ‘3’) and are only accessible via these operators. It is also unlikely that calls can be made to MSDCs from UK mobiles when these are outside of the UK, as this would be subject to mobile network operator international roaming arrangements with foreign network operators and calls to MSDCs are unlikely to be possible under such roaming arrangements. Please check with your network operator.

13. Can I call a MSDC from my landline?No. MSDC voting is only available from mobile phones. If you try to call a MSDC from your landline you will not be connected to the voting service and your vote will not be counted. In a very small number of cases, the landline network operator may route the call to a local destination as it may match a “local” telephone number which may result in a ‘wrong number’ call being made. Such calls would be chargeable if they are answered.

14. Can I still call the ‘09’ numbers from my mobile?Yes, you can still call ‘09’ numbers from your mobile but it is likely to cost you considerably more than 35p for the call. If you want to call the ‘09’ voting numbers then we recommend calling from your landline if you have one. If you decide to call the ‘09’ voting numbers from your UK mobile phone then you will hear a non-chargeable message at the start of the call asking you to call the MSDCs instead. If you remain on the line after the message then you will be able to vote for your chosen contestant, when the vote is open, but your UK mobile network operator will charge you at their chosen rate for calls to the ‘09’ number which could be considerably more than the 35p per call cost advertised.

15. Will I receive ‘spam’ / unwanted marketing texts if I vote by MSDC?No, you should not receive any text messages from ITV or any other organisation as a result of voting using the MSDCs. ITV does not sell on mobile telephone numbers to any third party. Text spamming is caused by companies sending unsolicited text messages to mobile telephone numbers. ITV in no way supports this practice and takes great care to guard numbers from any unauthorised use. If you receive unwanted text messages from other companies that you are being charged for, you can contact PhonepayPlus, the premium services regulator on freephone 0800 500 212 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or via www.phonepayplus.org.uk to report this.

16. Why can’t I call the MSDC number from my “Voice over IP” (VOIP) connection?Not all UK telephone network operators, including some VOIP operators, allow voting by traditional premium rate 09 numbers. The new MSDC numbers are intended only for voting via the UK mobile network operators and so will almost certainly not be supported by the fixed line and VoIP network operators.

17. Why isn’t it working when I try to call the MSDC number from my mobile?There are a small number of UK mobile phone users who are unable to call MSDCs. It may be that there is a calling bar in place for premium rate services so we recommend checking with your mobile network operator to see if you can lift the calling bar. If you still cannot get through via the MSDC number then you can still vote by calling the 09 voting numbers using a landline.

PHONE VOTING

1. Why have I been charged more than 35p?If your call was made from a BT landline or you have called the Mobile Short Dial Code from your mobile phone then you will pay 35p for each vote on The X Factor. If you call the ‘09’ number from another landline network or from a mobile then this may cost more than 35p. Please check charges with your network operator.

2. Why have I been charged outside the vote window?We state clearly on screen and verbally when the voting period opens and closes and that callers should wait until that time before casting their vote. There is a small chance that if you called outside this time that a network other than BT would charge for this call. If you have been charged, then notify your service provider immediately.

3. I was trying to call for one contestant and heard a different contestant’s messageITV has implemented a thorough testing schedule before each show to ensure correct audio is playing on the correct contestant line. Please dial carefully when voting to make sure you are voting for your chosen contestant.

4. I have been trying to vote, but keep getting the engaged toneBecause the phonelines are very active throughout the UK when the vote window opens, some callers may experience the engaged tone - especially those in rural/remote areas. We recommend that you call back within a couple of minutes when the traffic through your local exchange would have subsided. Engaged tones are controlled at local telephone exchange and something that ITV cannot control.

5. I called but received a dead toneIf you hear a dead tone after dialling or trying to dial the premium rate number - then this means that you are premium rate barred and you should check with your network operator about lifting the bar if you wish to vote.

6. I tried voting but couldn’t get through, why?Given the high volume of viewers and callers that some TV voting shows generate, it is possible for a large number of people to pick up the phone simultaneously when the onscreen announcement is made. Sometimes this can cause some callers to get an engaged tone for short periods of time immediately after an onscreen announcement; however, any congestion tends to clear quite quickly.

7. Can one contestant’s number be constantly engaged and another contestant’s free?Like all the big shows, we use a voting system where at least the first eight digits of the phone numbers and the first 5 digits of the MSDC are the same for all contestants, with only the last two digits of the phone number changing depending on who you want to vote for.

As the telephone network only uses the first eight digits in a telephone number and first 5 digit for the MSDC number to route calls to the voting system, it is impossible for calls for different contestants to be treated differently.

Once calls reach the voting system they are answered in turn, on a first-come, first-served basis. Each answering point is instructed to accept votes for all contestants; there are no dedicated answering points for individual contestants/acts.

8. Who can I contact if I need assistance / have further questions?You can contact ITV Customer Care by phone on 0344 881 4150 or by email at itvihelp@itv.com.

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