NHL App FAQ For ios / ipad, iphone, and ipod

Transcription

1 NHL App FAQ For ios / ipad, iphone, and ipod touch Answers to frequently asked questions OVERVIEW What is the NHL app? Where can I get the NHL app? What s new in the NHL app for ? How much does the NHL app cost? Does the NHL app include live NHL games? SUBSCRIPTIONS What is NHL GameCenter LIVE? Is NHL GameCenter LIVE available outside of the U.S.? How do I upgrade to NHL GameCenter LIVE? How do I sign in to access live video content if I am already an NHL GameCenter LIVE subscriber? Why do I receive a blackout message? What is the refund policy? SETTINGS How do I edit my followed teams? How do I hide scores? Why does the NHL app ask to use my location? How do I manage alerts? Why are my notifications not working? TECHNICAL Which ios devices are supported? Why can't I access any live game video? Why are the video/radio and schedule not loading? ACCOUNT How do I create an NHL account? How do I sign in to the NHL app? Why should I sign in to the NHL app? How do I reset a forgotten password? Where can I find the Terms of Service and Privacy Policy? CONTACT CUSTOMER SUPPORT How do I contact NHL Mobile customer support? How do I contact NHL GameCenter LIVE customer support?

2 OVERVIEW What is the NHL app? The official application of the National Hockey League features live scores and stats, video highlights, customized alerts, and breaking news. It is the only hockey app that lets you out- of- market games live (NHL GameCenter LIVE subscription required), see in- game highlights, and stream live game audio on your iphone, ipad, and ipod touch. NHL GameCenter LIVE is an upgrade option available for the app and includes live out- of- market games (blackouts and other restrictions apply), choice of home or away broadcasts, and full- length replays. Where can I get the NHL app? The NHL app can be downloaded from the App Store. What s new in the NHL app for ? Formerly named NHL GameCenter, the NHL app has been redesigned for iphone and ipod touch to start the season. In addition to a brand new look and feel, the NHL app includes significant feature enhancements and content upgrades*: Personalization: Customized content feeds based on your favorite teams Improved Push Notifications: Notifications now take you directly to game content Video: Improved video player now supports inline playback Social Content: Curated Twitter and Instagram content from your favorite players and teams * Access and features vary by territory and device. In Canada, certain content is available to Rogers customers only. How much does the NHL app cost? The NHL app is available as a free download. Access and features vary by territory and device. In Canada, certain content is available to Rogers customers only. An NHL GameCenter LIVE subscription is required to access streaming video of live out- of- market games and on- demand replays. Access and pricing varies by territory. 2 NHL App FAQ ios

3 Does the NHL app include live NHL games? The free NHL app lets you lets you access your NHL GameCenter LIVE subscription on your iphone, ipad, and ipod touch. An NHL GameCenter LIVE subscription is required to view live games and full on- demand replays. Access and pricing varies by territory. 3 NHL App FAQ ios

4 SUBSCRIPTIONS What is NHL GameCenter LIVE? NHL GameCenter LIVE is a subscription service offering streaming video of live out- of- market games and on- demand replays. For a single price, you can watch games on your smartphone, tablet, personal computer, and on a variety of internet- connected devices. Is NHL GameCenter LIVE available outside of the U.S.? NHL GameCenter LIVE is currently available for purchase globally with the exception of Denmark, Finland, Norway, and Sweden. The product is available in English only. In Canada, the service is offered as Rogers NHL GameCentre Live and is operated by Rogers Communications. Please refer to Rogers NHL GameCentre Live support for details. How do I upgrade to NHL GameCenter LIVE? If you are not an NHL GameCenter LIVE subscriber, please follow these steps to review in- app purchase options available in your territory: 1) Download the NHL app from the App Store 2) Tap on the NHL app icon from the device Home screen to launch 3) Tap on the 'More' tab 4) Tap on NHL GameCenter LIVE 5) Tap on the Upgrade button ipad : 1) Download the NHL app from the App Store 2) Tap on the NHL app icon from the device Home screen to launch 3) Tap on the TV icon in the top right corner of the screen 4) Tap on the Upgrade button 4 NHL App FAQ ios

5 How do I sign in to access live video content if I am already an NHL GameCenter LIVE subscriber? If you are already subscribed to NHL GameCenter LIVE, follow these steps to access NHL GameCenter LIVE on your iphone, ipad, or ipod touch : 1) Download the NHL app from the App Store 2) Tap on the NHL app icon from the Home screen to launch 3) Tap on the 'More' tab 4) Tap on NHL GameCenter LIVE 5) Tap on Sign In 6) Sign in with your existing username and password to unlock NHL GameCenter LIVE on your device ipad : 1) Download the NHL app from the App Store 2) Tap on the NHL app icon from the Home screen to launch 3) Tap on the menu icon in the top left corner of the screen 4) Tap on Settings 5) Tap on NHL Sign In or Rogers Sign In (Canadian customers only) 6) Sign in with your existing username and password to unlock NHL GameCenter LIVE on your device Why do I receive a blackout message? NHL GameCenter LIVE provides access to live games featuring teams outside your local viewing area. We refer to such games as out- of- market games. Games involving teams within your local market (both home and away broadcasts) and nationally televised games are subject to blackout restrictions on NHL GameCenter LIVE. Some blackouts and other restrictions apply based on your location at time of viewing. To view live game video, select an out- of- market game in the schedule module of the application. Please read below for more information about blackout guidelines. You are blacked out of games on NHL GameCenter LIVE for one of the following reasons: a) The game you are trying to access is being televised on a local over- the- air station and you are located within that station's signal. b) The game you are trying to access is being televised on a regional sports network and your cable or satellite system falls within the distribution for that regional sports network (regardless of whether your cable or satellite system actually carries that regional sports network). 5 NHL App FAQ ios

6 c) The game you are trying to access is being televised on a national network. In the U.S., this includes NBC, NBC Sports Network, and the NHL Network. d) For international customers, blackout restrictions may apply to games that appear on an NHL partner network in your viewing area. International partners include: Nelonen, PRAGO SPORT, PREMIER Sports, Setanta 1, Setanta Ireland and VIASAT. Please check your local listings for broadcasts on these networks. What is the refund policy? Purchases made using an Apple ID account through iphone and ipad applications are subject to Apple's refund policy. Please refer to the App Store refund policy. Customers who purchased NHL GameCenter LIVE online directly from the NHL website may cancel within five (5) days of initial purchase and receive a refund for the amount of the payment. You may cancel your subscription by contacting NHL GameCenter LIVE customer support at (U.S.) and (outside of the U.S.), from 9am to 2am EST daily. 6 NHL App FAQ ios

7 SETTINGS How do I edit my followed teams? You can set your favorite team and select up to four additional teams to follow in the NHL app for a personalized experience: 2) Scroll down to Settings 3) Tap on Preferences 4) Tap on Followed Teams 5) Tap on a team to follow/unfollow Note: A gold star icon indicates a team you are currently following. 6) Tap on Next to reorder followed teams 7) Touch the handle icon to the right of a team, then drag up or down reorder 8) Tap on Done to save order ipad : 2) Tap on Settings 3) Tap on Favorite Teams 4) Tap on the green plus icon to add a team 5) Tap on the red minus icon to remove a team 6) Touch the handle icon to the right of a team, then drag up or down re- order 7) Tap on Done to save order How do I hide scores? Scores can be hidden in the application to avoid spoilers: 2) Scroll down to Settings 3) Tap on Preferences 4) Slide the Scores switch from right to left to hide scores 7 NHL App FAQ ios

8 ipad: 2) Tap on Settings 3) Slide the Display Scores switch from right to left to hide scores Why does the NHL app ask to use my location? The NHL app requests permission to use your current location to determine what live games are available in your area. In order to access live game video, you need to have Location Services enabled in your device settings: 1) Tap on the Settings icon on the device Home screen 2) Tap on Privacy 3) Tap on 'Location Services' 4) Slide the Location Services switch from left to right to enable 5) Scroll down to NHL 6) Slide the Location Services switch from left to right to enable 7) In order for the new setting to take effect, you must completely shut out of the NHL application and re- launch it. See Have you restarted the NHL app? How do I manage alerts? You can manage the type of alerts you would like to receive for each team: 2) Scroll down to Settings 3) Tap on Preferences 4) Tap on Alerts 5) Tap on a team to manage game and news alerts Tip: A green dot to the right of a team s alert icon indicates active alerts for that team. 6) Team alert settings can be configured for game events and news: Pregame Alert sent when game preview content is available Game Start Alert sent when the game starts Goals Alert sent after each goal scored Period Summary Alert sent at end of period with score update Going to Overtime Alert sent when game is tied at end of regulation and going to overtime 8 NHL App FAQ ios

9 Going to Shootout Alert sent when game is tied at end of overtime and going to shootout Final Score Alert sent at end of game with final score Breaking News Only Alerts sent for only most significant team headlines 7) Tap on the Done button to save team alerts preferences You can also subscribe to individual game alerts: 1) Tap on the Scores tab 2) Tap on a matchup to expand the game cell 3) Tap on Alerts ipad : 2) Tap on Settings 3) Tap on Alerts 4) Tap on a team to manage game and news alerts 5) Team alert settings can be configured for game events and news: Pregame Alert sent when game preview content is available Game Start Alert sent when the game starts Goals Alert sent after each goal scored Period Summary Alert sent at end of period with score update Going to Overtime Alert sent when game is tied at end of regulation and going to overtime Going to Shootout Alert sent when game is tied at end of overtime and going to shootout Final Score Alert sent at end of game with final score Breaking News Only Alerts sent for only most significant team headlines You can also configure preferences for breaking league news alerts: 2) Tap on Settings 3) Slide the switch for League Breaking News from left to right to enable alerts for top headlines from across the NHL Why are my notifications not working? Please be sure notifications are enabled for the NHL app in your device s system settings: 1) Tap on the Settings icon on the Home screen 2) Tap on Notification Center 3) Scroll to find the NHL app 4) Tap on NHL 9 NHL App FAQ ios

10 5) Set notification preferences: Alert Style Set to Banners or Alerts Sounds Enable to turn on sound played by device when you receive Show in Notification Center Enable to include NHL app notifications in Notification Center Tip: Swipe down from the top edge of the screen to view Notification Center. Show on Lock Screen Enable to view notifications on the device lock screen, and in Notification Center when it is accessed from the lock screen In addition, please verify team alerts are set up in NHL app. See How do I manage alerts? 10 NHL App FAQ ios

11 TECHNICAL Which ios devices are supported? The NHL app supports iphone, ipad, and ipod touch devices running ios 6.0 or later. Why can't I access any live game video? A subscription to NHL GameCenter LIVE is required to view live out- of- market games. In order to access live game video using your NHL GameCenter LIVE subscription through the NHL app, you need to have Location Services enabled within your device settings: 1) Tap on the Settings icon on the Home screen 2) Tap on Privacy 3) Tap on 'Location Services' 4) Slide the Location Services switch from left to right to enable 5) Scroll down to NHL 6) Slide the Location Services switch from left to right to enable 7) In order for the new setting to take effect, you must completely shut out of the NHL application and re- launch it. See Have you restarted the NHL app? Also, please make sure you do the following after you check Location Services: Have you authenticated the application using your NHL GameCenter LIVE username and password? If not, you will need to sign in using the same username and password to created when you subscribed: 2) Tap on NHL GameCenter LIVE 3) Tap on Sign In 4) Sign in using your existing username (or ) and password 5) Tap on the Sign In button to authenticate ipad : 2) Tap on Settings 3) Tap on NHL Sign In or Rogers Sign In (Canadian customers only) 4) Sign in with your existing username (or ) and password 5) Tap on the Sign In button to authenticate Have you restarted the NHL app? If not, you will need to force quit and re- launch the application: 11 NHL App FAQ ios

12 1) Double- click the Home button on your device 2) Swipe left or right to locate the NHL app 3) Swipe the NHL app s preview up to force quit 4) Tap the NHL app icon on the Home screen to launch Note: If the NHL app has been successfully restarted, you will see the launch screen featuring the NHL shield immediately after tapping the NHL app icon. Why are the video/radio and schedule not loading? Please check to make sure your cellular signal strength is full and has at least 3G connectivity. If the problem persists, try connecting your device to Wi- Fi (if available). If your device's signal strength is full and the video/radio or schedule is still not loading, please try restarting the app by performing a forced close and then re- launching the application. If you are using a public Wi- Fi site, make sure that you open a browser and accept its terms and conditions so that you are connected to the internet. Why are my videos taking so long to start? This is most likely due to low internet bandwidth. Make sure you have an internet connection that can support video streaming. It is recommended to use Wi- Fi for best results. How do I restart the NHL app? Performing a restart of the NHL app may help resolve connectivity issues. Restarting the application by forcing it to quit and then re- launching it is different than closing the application. To restart the NHL app: 1) Double- click the Home button on your device 2) Swipe left or right to locate the NHL app 3) Swipe the NHL app s preview up to force quit 4) Tap the NHL app icon on the Home screen to launch Note: If the NHL app has been successfully restarted, you will see the launch screen featuring the NHL shield immediately after tapping the NHL app icon. 12 NHL App FAQ ios

13 ACCOUNT How do I create an NHL account? During the initial launch of the NHL app, you will have an opportunity to create an NHL account. Registration is free. You can also create an NHL account at any time from within the application: 2) Scroll to 'Settings' 3) Tap on 'Preferences' 4) Tap on 'NHL Sign In' 5) Tap on Create Account 6) Enter your information in the registration fields 7) Tap on the Submit button ipad : 2) Tap on 'Settings' 3) Tap on 'NHL Sign In' 4) Tap on the Create Account button 5) Enter your information in the registration fields 6) Tap on the Register button We take your privacy seriously. You can review the Terms of Service and Privacy Policy that govern registration and use of the NHL app at any time from within the application. See Where can I find the Terms of Service and Privacy Policy? How do I sign in to the NHL app? 2) Scroll to Settings 3) Tap on Preferences 4) Tap on NHL Sign In or Rogers Sign In (Canadian customers only) 13 NHL App FAQ ios

14 ipad : 2) Tap on Settings 3) Tap on NHL Sign In or Rogers Sign In (Canadian customers only) Why should I sign in to the NHL app? Signing in with your NHL or MyRogers (Canadian customers only) account allows you to personalize your experience with news, video, and social updates from your favorite teams. Plus, when you sign in you may be eligible to enjoy premium features such as in- game video highlights and live game audio (access varies by territory; in Canada, certain content is available to Rogers customers only). How do I reset a forgotten password? You can reset your NHL account password using the address provided during registration: 2) Scroll to Settings 3) Tap on Preferences 4) Tap on NHL Sign In 5) Tap on Sign In 6) Tap on Forgot Password? 7) Enter your NHL account address 8) Tap on the Sure button An will be sent to the address you specified with instructions how to create a new password. Where can I find the Terms of Service and Privacy Policy? 2) Scroll to Support 3) Tap on Terms of Service or Privacy Policy to review document 14 NHL App FAQ ios

15 ipad : 2) Tap on Settings 3) Tap on Terms of Service and Privacy Policy to review documents 15 NHL App FAQ ios

16 CONTACT CUSTOMER SUPPORT How do I contact NHL Mobile customer support? You may contact NHL Mobile customer support for additional assistance from within the NHL app: 2) Scroll to Support 3) Tap on Customer Service ipad : 2) Tap on Settings 3) Tap on Contact Customer Service Most inquiries will be responded to within 24 hours. How do I contact NHL GameCenter LIVE customer support? You may contact NHL GameCenter LIVE Customer Support at (U.S.) or (outside of the U.S.) between the hours of 9am to 2am EST. You may also contact NHL GameCenter LIVE customer support from within the NHL app: 4) Tap on the More tab 5) Scroll to Support 6) Tap on Customer Service ipad : 4) Tap on the menu icon in the top left corner of the screen 5) Tap on Settings 6) Tap on Contact Customer Service Most inquiries will be responded to within 24 hours. 16 NHL App FAQ ios

17 iphone, ipad, ipod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Rogers, Rogers & Design, MyRogers, Sportsnet, Hometown Hockey, GamePlus, Share Everything and related brand names and logos are trademarks of Rogers Communications Inc. or an affiliate NHL and the NHL Shield are registered trademarks and NHL GameCenter LIVE, NHL GameCentre LIVE, GameCentre LIVE, NHL Network name and logo and NHL Mobile name and logo are trademarks of the National Hockey League. NHL and NHL team marks are the property of the NHL and its teams. NHL All Rights Reserved. 17 NHL App FAQ ios