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2011 NFL PRESEASON LIVE CUSTOMER SUPPORT

Contents


 
Billing and Registration
Technical
Your Account
Tutorials
Restrictions
Contact Us

Billing and Registration
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  1. Creating an Account
    1. Do I have to create an account to purchase NFL Preseason Live?
    2. How do I create an NFL.com account?
    3. What does "username is not available" mean?
    4. What should I do if my e-mail address is already in use?
    5. Why do I have to verify my account?
  2. Payment Options
    1. How can I pay for NFL Preseason Live?
    2. Can I pay for NFL Preseason Live in installments?
  3. Subscriptions
    1. What is included in the NFL Preseason Live Season subscription?
    2. When does my NFL Preseason Live subscription end?
  4. Refunds
    1. I have questions about charges on my account for NFL Preseason Live. Who can I contact?
    2. I am not satisfied with NFL Preseason Live. How can I get a refund?
    3. What is the refund policy for NFL Preseason Live?
  5. Promo Codes
    1. I have a promo code. How do I redeem it to get a discount?
    2. I just purchased a subscription, but forgot to enter a promo code. Can I still redeem it?

Billing and Registration
  1. Creating an Account
    1. Do I have to create an account in order to purchase NFL Preseason Live?

      A: Yes, you will need a valid NFL.com account to purchase or access NFL.com subscription products. You may use an existing NFL.com account or sign up for a new user account to complete the purchase process.
    2. How do I create an NFL.com account?

      A: You can either create an NFL.com account by clicking "Register" in the upper-right corner at NFL.com, or when attempting to purchase NFL Preseason Live, you will be prompted to create an account.
    3. What does "username is not available" mean?

      A. Unfortunately, either another Fan has already chosen the username you were trying to register, or the username is prohibited.
    4. What should I do if my e-mail address is already in use?

      A. Most likely, you previously signed up for an NFL.com account. Please click the "Forgot my password" link to retrieve your password.
    5. Why do I have to verify my account?

      A: For security purposes and in order to use all of the features of NFL.com or purchase NFL Preseason Live, you will need to provide a valid e-mail address to ensure we can deliver important messages to you.

  2. Payment Options
    1. How can I pay for NFL Preseason Live?

      A: You may use any major Credit Card (e.g. Visa, MasterCard, American Express, Discovery Network) as a payment method.
    2. Can I pay for NFL Preseason Live in installments?

      A: No, the only payment option available for NFL Preseason Live is the Season subscription.

  3. Subscriptions
    1. What is included in the NFL Preseason Live Season subscription?

      A: The NFL Preseason Live Season subscription includes: access to live and archived preseason games, DVR controls, live chat, and picture-in-picture and multi-view game modes. Certain blackout restrictions apply. To see all NFL Preseason Live restrictions click here.
    2. When does my NFL Preseason Live subscription end?

      A: The NFL Preseason Live subscription ends the day prior to the start of the Regular season. For the 2011 Preseason, your subscription will end Saturday, September 10th at 11:59pm ET.

  4. Refunds
    1. I have questions about charges on my account for NFL Preseason Live. Who can I contact?

      A: To process a refund for an excess charge, please contact customer support. You can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
    2. I am not satisfied with NFL Preseason Live. How can I get a refund?

      A: To process a refund for dissatisfaction with NFL Preseason Live, please contact customer support. You can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
    3. What is the refund policy for NFL Preseason Live?

      A: You will eligible for a refund if you purchased a subscription to NFL Preseason Live and you cancel within seven (7) days of the purchase date, or your subscription is canceled by us. For all the details regarding refunds, please review our Terms & Conditions.To process a refund, please contact customer support. You can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

  5. Promo Codes
    1. I have a promo code. How do I redeem it to get a discount?

      A: After selecting which NFL Preseason Live subscription you want to purchase, enter your promo code in the "Promo Code" field in the order summary. Click "Redeem" and your price will change to reflect the promotion.
    2. I just purchased a subscription, but forgot to enter a promo code. Can I still redeem it?

      A. To process a promo code for a missed promotion, please contact customer support. You can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

Technical
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  1. System Requirements
    1. What are the minimum system requirements?
    2. What are the minimum requirements for Windows computers?
    3. What are the minimum requirements for Mac computers?
  2. Trouble Shooting
    1. After I sign in and click on a game, I only get a spinning circle (or empty black screen or white screen). What should I do?
    2. Why are my videos taking so long to start or very choppy?
    3. How do I receive help during games?
    4. Why is my video not playing?

Technical
  1. System Requirements
    1. What are the minimum system requirements?

      A: A broadband internet connection (DSL/cable or higher) of 800 kbps or higher is needed for NFL Preseason Live. If you have an internet connection speed of 3.0 Mbps or higher and your computer meets the requirements below, you will be able to enjoy NFL Preseason Live at its highest video quality.
    2. What are the minimum requirements for Windows computers?

      A: The minimum requirements for Windows computers are:

      • Pentium 4 2.4GHz or higher or equivalent AMD processor with a minimum of 1GB of memory
      • One of the following operating systems: Windows 7, Windows XP SP2 or greater and Windows Vista
      • 32-bit Microsoft Internet Explorer 7 or later: http://www.microsoft.com/ie
      • 64-bit Microsoft Internet Explorer 8
      • Firefox 3.6 or later: http://www.mozilla.com/firefox
      • Chrome 12 or later
      • Adobe Flash Player 11.0 or later: http://www.adobe.com/products/flash/about/
      • Video adapter and monitor: 1280x800 resolution or higher, hardware acceleration-capable graphics card
    3. What are the minimum requirements for Mac computers?

      A: The minimum requirements for Mac computers are:


  2. Trouble Shooting
    1. After I sign in and click on a game, I only get a spinning circle (or empty black screen or white screen). What should I do?

      A: This may be related to a web browser media player plugin issue, follow these steps to resolve:

      • First step, uninstall Adobe Flash Plugin.
      • On a PC, do this through your CONTROL PANEL > ADD/REMOVE PROGRAMS.
      • On a Mac, drag Adobe Flash Player from applications to your Trash; or use Finder to locate Adobe Flash Player install manager, and uninstall.
      • Once you have removed Adobe Flash, ***restart your computer***
      • Finally, download/install Flash directly from Adobe's website: http://get.adobe.com/flashplayer/
    2. Why are my videos taking so long to start or very choppy?

      A: This is most likely due to low internet bandwidth. It is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Make sure you are not downloading music, movies, or games at the same time as this consumes your bandwidth. Note that if you are on a shared network, other people may be consuming your bandwidth. For example if your children are using the web at the same time you are. Contact your internet provider if you suspect you are getting less internet bandwidth than you should.

      Note: To increase performance in the main video window, you can close the smaller video windows since they also can consume some bandwidth and CPU resources. Machines with slower CPU's running on slower networks can benefit by only playing the video in the main window.
    3. How do I receive help during games?

      A: For help during games, please contact customer support using the "Live Support" chat feature on the website http://nfl.com/subscriptionsupport or email us at preseasonlive.support@nfl.com. E-mails will be answered promptly within 24 hours.
    4. Why is my video not playing?

      A: Make sure you have pressed the play button for your video and wait a minute or two. If you still cannot play the video then your issue may be due to the following:

      • Low Memory - if your computer has less than the minimum 512 MB of memory or you are running many applications at the same time, close other applications before playing a video.
      • Low Bandwidth - it is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Contact your internet provider if you suspect you are getting less than this speed.

Your Account
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  1. Logging in
    1. I already purchased a product. Why am I being asked to choose a product to purchase?
    2. Where do I log in to access NFL Preseason Live?
  2. Updating Account Information
    1. How do I update my account information?
  3. Updating Billing Information
    1. How do I update my billing information?
  4. Forgot Username or Password
    1. How do I retrieve my username or password?
  5. Canceling Your Account
    1. How do I cancel my account?

Your Account
  1. Logging in
    1. I already purchased a product. Why am I being asked to choose a product to purchase?

      A: If you arrive at a page that is asking you to select a product you have already purchased, you are likely NOT SIGNED-IN to NFL.com. Click on the "Already a Subscriber? Sign In" link at the top right of your screen to sign in and access NFL Preseason Live.
    2. Where do I log in to access NFL Preseason Live?

      A: You can log in to access your NFL Preseason Live subscription at nfl.com/preseasonlive.

  2. Updating Account Information
    1. How do I update my account information?

      A: Once logged-in, navigate to nfl.com/preseasonlive and click on the "My Account" link in the upper-right corner of your screen. Next, click on the "Update Account Information" link. Make the desired changes and then click "Submit" to save the changes.

  3. Updating Billing Information
    1. How do I update my billing information?

      A: Once logged-in, navigate to nfl.com/preseasonlive and click on the "My Account" link in the upper-right corner of your screen. Next, click on the "Update Billing Information" link. Make the desired changes and then click "Update" to save the changes.

  4. Forgot Username or Password
    1. How do I retrieve my username or password?

      A: From nfl.com/preseasonlive, when prompted for your username and password, click the "Forgot password?" link. Next, enter the e-mail address you used to create your account and click "Submit". You will receive an e-mail shortly with your password.

  5. Canceling Your Account
    1. How do I cancel my account?

      A: If you no longer wish to continue your NFL Preseason Live access, canceling your subscription is easy. To cancel, you can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

Tutorials
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  1. How to Order
  2. Features
  3. New in 2011

Tutorials
  1. How to Order
    1. Navigate to nfl.com/preseasonlive in your web browser.
    2. After reviewing the different subscription offerings, select which subscription you would like to purchase by clicking on the price button.


    3. You will need an NFL.com account in order to purchase a subscription. You can either create a new account, or log in to an existing NFL.com account.

      To create an account, enter all the requested information into the fields. Your username will be your identity on NFL.com so make sure it’s something you want other Fans to see. Your username must also be unique so you’ll have to choose a name that is not in use by another Fan.



      You can see if the username you want is available by clicking the "Check" button next to the "Username" field.



      To sign in, you may use an existing NFL.com account. Click the "SIGN IN" button to enter your username and password into the fields.



      If you can't remember your password, click the "Forgot Password?" link. You will be asked to enter the e-mail address you used to create the NFL.com account. An e-mail will then be sent with your login information.
    4. Next, enter your payment information into the fields.



      If you have a promo code, you can enter it into the promo code field in the Order Summary.



      Click "REDEEM" to check if the promo code is valid and if so, how much of a discount you will receive off of your subscription.

      After you've read and agree to the Terms and Conditions, and Privacy Policy, check the checkbox and click "SUBSCRIBE" to submit your billing information.



    5. If the billing information you entered is valid, you will be redirected to the NFL Preseason Live schedule page.



      Click "LAUNCH" to open NFL Preseason Live and select a game to watch from the Guide, or click “WATCH” to open a specific NFL Preseason Live game.

  2. Features
    1. View Mode – Allows viewing of one, two, or four streaming videos simultaneously, or watch two streaming videos with picture-in-picture. Ability to drag and drop videos into viewing panels makes it easy to watch multiple streaming videos.
    2. Chat – Discuss the game in real-time with fans from around the country in the NFL Preseason Live Chat.
    3. Stats – Get stats in real-time as they occur for live and archived games. Broken-down by game or by each team, view various game stats such as passing yards, first-downs, penalties, and more.
    4. Plays – Full play by play analysis of every game.
    5. Guide – View all available live or archived programming to watch in streaming video in a new easy to use menu system.
    6. DVR – Play, pause, fast-forward, rewind, and watch frame-by-frame live and archived games using DVR style playback controls.

  3. New in 2011
    1. Redesigned Interface – A fresh, intuitive design helps make accessing all your favorite features and discovering new ones easier than ever.
    2. Guide – A completely revamped guide makes finding games a snap. Easily switch between games throughout the preseason.
    3. Plays – Track the entire game with play by play breakdowns of every snap.


Restrictions
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  1. Territories
    1. Are there any places where I cannot purchase NFL Preseason Live?
    2. I purchased NFL Preseason Live and will be traveling out of the US. Will I still be able to access my NFL Preseason Live subscription?
    3. I am getting 'unavailable in your area' messaging in an available territory. What do I do?
  2. Blackouts
    1. What games are blacked out this week?
    2. Why are some games blacked out?
    3. When will blacked-out games be made available in the NFL Preseason Live archive?
  3. Additional Restrictions
    1. Can I choose which team’s local broadcast I want to watch in NFL Preseason Live during NFL Preseason games?
    2. During the NFL Preseason, why can't I access the U.S. commercials for certain games?
  4. Regular Season Access
    1. Does NFL Preseason Live include NFL Regular season games?

Restrictions
  1. Territories
    1. Are there any places where I cannot purchase NFL Preseason Live?

      A: NFL Preseason Live is only available to users located inside the United States, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths (including American Samoa, Guam, Puerto Rico and the U.S. Virgin Islands) - collectively, the "NFL Preseason Live Included Territories". You are not authorized to use NFL Preseason Live if you are located outside any of the NFL Preseason Included Territories.
    2. I purchased NFL Preseason Live and will be traveling out of US. Will I still be able to access my NFL Preseason Live subscription?

      A: NFL Preseason Live is for exclusive use in the NFL Preseason Live Included Territories (US). NFL Preseason Live is not accessible in any other territory.
    3. I am getting 'unavailable in your area' messaging in an available territory. What do I do?

      A: This may be caused by your IP address resolving to the wrong location. Please contact customer support with your IP address (which you can identify through a number of free web services if you don’t know it) and they will be able to fix your account to give you access, provided you are not accessing outside an NFL Preseason Live Included Territory.

      To contact customer support, you can:

      • Send an e-mail to preseasonlive.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

  2. Blackouts
    1. What games are blacked out this week?

      A: To find out the latest on blackouts, please click the link below:

      http://preseason.support.nfl.com/ViewArticle.dbml?DB_OEM_ID=22900&ATCLID=205563506
    2. Why are some games blacked out?

      A: Due to broadcast restrictions, games that are televised locally are subject to blackouts within NFL Preseason Live. Additionally, all nationally broadcast NFL Preseason games will be blacked out live. All these games will be made available in the NFL Preseason Live archives.
    3. When will blacked-out games be made available in the NFL Preseason Live archive?

      A: Games that do not sell out will not be available in either teams’ home or away markets for 24 hours after the conclusion of the game.

      Preseason games broadcast nationally on ESPN will be available 24 hours after the conclusion of the game.

      All other games will be available immediately in the NFL Preseason Live archives.
  3. Additional Restrictions
    1. Can I choose which team's local broadcast I want to watch in NFL Preseason Live during NFL Preseason games?

      A: No, there is only scheduled to be one feed available for each NFL Preseason broadcast within NFL Preseason Live.
    2. During the NFL Preseason, why can't I access the commercials for certain games?

      A: Due to broadcast restrictions during preseason games, some live game streaming will not include commercials.
  4. Regular Season Access
    1. Does NFL Preseason Live include NFL Regular season games?

      A: The NFL Preseason Live subscription only includes preseason games and does not include NFL Regular season games. However, you may subscribe to NFL Game Rewind, and get access to every regular season game on-demand. Sign up at NFL.com/gamerewind.

Contact Us
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