hi
make sure they are using same API service as we do. We have right now 2 API services, old one and new one. The best way is to make sure you have opensubtitles.org account, which you import to
www.opensubtitles.com and you use same username and same password.
to import account, just go to
www.opensubtitles.com and click register and there you will find Import account