1.1. How do I create an account

In the main navigation menu (top right), select "Register" and complete the form.  You will be prompted to enter your name, email and password and accept terms & conditions.  You will not be charged for registering and creating an account.  Be sure to remember the email and password used for registration as this will become your account login ID & PW.

2.1. Games load slowly or buffer and skip

If your game loads slowly or you experience buffering or skipping, you may have a weak or unstable connection to the internet.

To check this, please run the following tests:
1. Run a speed test at https://speedtest.net. We recommend a speed of at least 15mbps.
2. Run a Video Quality test at https://www.google.com/get/videoqualityreport/

Check if your network can play a game
Public networks:
For Wi-Fi in places like a café, hotel, or school, ask if video services are blocked.
Private networks:

Check if your connection is slower than our recommended speed of 15mbps and contact your internet service provider if you need help.

Connections like mobile hotspots, cellular, or satellite networks might be too slow to use the service.

Here are a few things that you can try to improve your experience:
1. Restart your device
-Unplug your device from power.
-Press the power button on the device once and wait 1 minute, or leave it unplugged for 3 minutes instead.
-Plug your device back in.
-Turn your device on and try the service again.

2. Sign out of the service and login again

3. Restart your home network
-Turn off the device that you are using to watch the service
-Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.
-Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.
-Turn your device back on and try the service again.

4. Improve your Wi-Fi signal
To improve your Wi-Fi:
-Move your router and your device closer to each other. If possible, put them in the same room.
-Move your router away from other wireless devices and appliances.
-Keep your router in an open space off the floor. Routers get better reception when on a desk or bookshelf.

5. Contact your internet service provider
If the steps don't fix the problem, contact your internet service provider (ISP) for help fixing a network connection issue.

Your ISP can:
-Check for an internet outage in your area.
-Fix common router or modem issues and incorrect network settings.-
Restart or reset your network's connection.

While talking with your ISP, let them know:
-Whether the issue happens only on one device, or other devices on the same network.
-Whether your device connects using Wi-Fi or directly using a cable.

Before you finish talking with your ISP:
-Using a web browser, go to speedtest.net to test your internet speed and connection directly to the service.
Try playing a game again to make sure the problem is fixed.

2.2. Which browsers are supported?

We support Chrome, Safari and Firefox.

2.3. How do you stream your content?

Our live internet video streams are delivered via adaptive streaming technologies. The stream constantly adapts automatically to deliver the best quality playback based on your available bandwidth and processing capabilities. We currently deliver 1080p video at bitrates ranging from 400kbps to 4,500kbps. Lower bitrates deliver to smaller screens such as mobile, while higher bitrates provide a great viewing experience on large screens – including connected TVs.

Please note that the video quality may vary from event to event and not all events will be delivered in 1080p.

2.4. Which devices can I use to watch the service?

The service is designed and supported for viewing on PC, Android phones and tablets, and iOS phones and tablets. The site is responsively designed and can be viewed on a variety of screen sizes. You may cast to a TV using an Android device for Google Chromecast, or an Apple device for Apple TV.

2.5. What kind of Internet connection do I need?

Our live internet video streams are delivered via adaptive streaming technologies. We currently deliver video at bitrates ranging from 400kbps to 4,500kbps. Most commercially available ADSL and cable connections should provide sufficient bandwidth for a quality viewing experience.

In order to view a video cast to a large screen TV, a minimum of 5Mbps download speed is recommended. Note that streaming via mobile connections consumes a lot of bandwidth. It is recommended that you consume video content over wired or WIFI connections. Shared hotspots may not provide you with sufficient bandwidth to have a reliable streaming experience.

2.6. How do I find On-Demand video on the service?

On-Demand videos can be found by navigating to Events in the left menu bar and selecting 'On-Demand' from the dropdown.  

3.1. How many logins can I have per account?

Each account is limited to the individual user who signed up.  Only one login is permitted at a time.  Please note, to logout of the service, select the "Logout" button in the main navigation menu (top right), which only appears if you are currently logged into the service.

3.2. I forgot my password

The service does not allow for Password recovery.  If you forgot your password, please return to the site and follow these instructions.

There is a "Forgot Your Password?" button on the login page.  In the main navigation menu (top right), select “Login” and then select “Forgot Your Password”.  Enter the email address associated with the account, then click on the "Send Password Reset Link" and instructions will be sent to you via email.

If you do not receive an email within a few minutes, please check your spam or junk folders for the message.

4.1. What types of transactions are supported?

Online payments can made by Visa, MasterCard or American Express.

4.2. How do I get a refund?

All sales are final and there are no refunds. 

4.3. Where can I see my Account information?

To see your account information, select "My Account" from the main navigation menu (top right).

The information displayed includes your name and email address.

If you have purchased any events, they will be listed here as well. Selecting "Watch Upcoming Events" will take you to the "Live and Upcoming Events" page. 

When the edit button (the pencil icon) is selected, it gives you the option to update your name as well as to set up a New Password. Once you update this section be sure to select "Update" to save your changes.

You will also see "Cancel Auto Renewal", which when selected will take you to our support site where you can submit a request to cancel your subscription.  Within the request, be sure to provide your email address, a subject and description of the request. If you require it, you can also add an attachment. Then submit the ticket and a support agent will process your request.

4.4. Why is my card being declined?

Your card may be declined for a number of reasons. When our payment processor submits a charge to your bank, your bank will typically have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as the cardholder's spending habits, account balance, and card information like the expiration date and cvv/cvc security number.

Some declines are self-explanatory, such as incorrect information being submitted or insufficient funds. The most frequent reply we get from banks (and the most frustrating for consumers) relates to possible fraud. Since fraud detection signals are constantly changing, a previously successful card might be declined in the future. Even if all of the card information is correct, and the cardholder previously had a successful payment, a future charge may still be declined by a bank’s overzealous fraud system.

If all of your card information seems correct, it is best to contact you bank directly and ask for more information. For privacy and security, banks and card issuers can only discuss the specifics of a declined payment with their cardholders – they cannot discuss this with the merchant.

If your card is declined, the easiest way to proceed with a purchase is to try another credit card.

4.5. How do I Pause or cancel my subscription/auto-renewal?

Looking to pause cancel your monthly or annual subscription? We’ll be sad to see you go but you can do this anytime! If you cancel your subscription, your access will discontinue at the end of your current billing cycle.

Please follow these instructions to pause your subscription:

• Sign in to your account
• Click on "My Account"
• Click on "Pause Subscription"
• Select a date that you'd like the subscription to reactivate and click 'Save' 

Please follow these instructions to cancel your subscription: 

• Sign in to your account
• Click on "My Account"
• Click on "Cancel Auto Renew" 

That's it!  Your auto-renewal is now cancelled.

Thank you,