NHL® App FAQ For iOS / iPad®, iPhone®, and iPod touch® Answers to frequently asked questions OVERVIEW How do I manage alerts? What is the NHL® app? Why are my notifications not working? Where can I get the NHL® app? What’s new in the NHL® app for 2014–2015? 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? 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 SETTINGS How do I contact NHL Mobile™ customer support? How do I edit my followed teams? How do I contact NHL GameCenter LIVE™ customer support? How do I hide scores? Why does the NHL® app ask to use my location? 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. RETURN TO TOP Where can I get the NHL® app? The NHL® app can be downloaded from the App Store℠. RETURN TO TOP What’s new in the NHL® app for 2014–2015? Formerly named NHL GameCenter™, the NHL® app has been redesigned for iPhone® and iPod touch® to start the 2014–2015 season. In addition to a brand new look and feel, the NHL® app includes significant feature enhancements and content upgrades*: §
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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. RETURN TO TOP 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 RETURN TO TOP 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. RETURN TO TOP 3 NHL® App FAQ—iOS 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. RETURN TO TOP 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. RETURN TO TOP 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: iPhone®/iPod touch®: 1)
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Download the NHL® app from the App Store℠ Tap on the NHL® app icon from the device Home screen to launch Tap on the 'More' tab Tap on NHL GameCenter LIVE Tap on the ‘Upgrade’ button iPad®: 1)
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Download the NHL® app from the App Store℠ Tap on the NHL® app icon from the device Home screen to launch Tap on the TV icon in the top right corner of the screen Tap on the ‘Upgrade’ button RETURN TO TOP 4 NHL® App FAQ—iOS 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®: iPhone®/iPod touch®: 1)
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Download the NHL® app from the App Store℠ Tap on the NHL® app icon from the Home screen to launch Tap on the 'More' tab Tap on NHL GameCenter LIVE Tap on ‘Sign In’ Sign in with your existing username and password to unlock NHL GameCenter LIVE™ on your device iPad®: 1)
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Download the NHL® app from the App Store℠ Tap on the NHL® app icon from the Home screen to launch Tap on the menu icon in the top left corner of the screen Tap on ‘Settings’ Tap on ‘NHL Sign In’ or ‘Rogers Sign In’ (Canadian customers only) Sign in with your existing username and password to unlock NHL GameCenter LIVE™ on your device RETURN TO TOP 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 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. RETURN TO TOP 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 866-­‐210-­‐6349 (U.S.) and +1-­‐407-­‐708-­‐1356 (outside of the U.S.), from 9am to 2am EST daily. RETURN TO TOP 6 NHL® App FAQ—iOS 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: iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Scroll down to ‘Settings’ Tap on ‘Preferences’ Tap on ‘Followed Teams’ 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®: 1)
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Tap on the menu icon in the top left corner of the screen Tap on ‘Settings’ Tap on ‘Favorite Teams’ Tap on the green plus icon to add a team Tap on the red minus icon to remove a team Touch the handle icon to the right of a team, then drag up or down re-­‐order Tap on ‘Done’ to save order RETURN TO TOP How do I hide scores? Scores can be hidden in the application to avoid spoilers: iPhone®/iPod touch®: 1)
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7 Tap on the ‘More’ tab Scroll down to ‘Settings’ Tap on ‘Preferences’ Slide the ‘Scores’ switch from right to left to hide scores NHL® App FAQ—iOS iPad: 1) Tap on the menu icon in the top left corner of the screen 2) Tap on ‘Settings’ 3) Slide the ‘Display Scores’ switch from right to left to hide scores RETURN TO TOP 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)
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Tap on the ‘Settings’ icon on the device Home screen Tap on ‘Privacy’ Tap on 'Location Services' Slide the ‘Location Services’ switch from left to right to enable Scroll down to ‘NHL’ Slide the ‘Location Services’ switch from left to right to enable 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? RETURN TO TOP How do I manage alerts? You can manage the type of alerts you would like to receive for each team: iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Scroll down to ‘Settings’ Tap on ‘Preferences’ Tap on ‘Alerts’ 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 § 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®: 1)
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Tap on the menu icon in the top left corner of the screen Tap on ‘Settings’ Tap on ‘Alerts’ Tap on a team to manage game and news alerts 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: 1) Tap on the menu icon in the top left corner of the screen 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 RETURN TO TOP Why are my notifications not working? Please be sure notifications are enabled for the NHL® app in your device’s system settings: 1)
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9 Tap on the ‘Settings’ icon on the Home screen Tap on ‘Notification Center’ Scroll to find the NHL® app Tap on ‘NHL’ NHL® App FAQ—iOS 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 •
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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? RETURN TO TOP 10 NHL® App FAQ—iOS TECHNICAL Which iOS devices are supported? The NHL® app supports iPhone®, iPad®, and iPod touch® devices running iOS 6.0 or later. RETURN TO TOP 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)
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Tap on the ‘Settings’ icon on the Home screen Tap on ‘Privacy’ Tap on 'Location Services' Slide the ‘Location Services’ switch from left to right to enable Scroll down to ‘NHL’ Slide the ‘Location Services’ switch from left to right to enable 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: iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Tap on NHL GameCenter LIVE Tap on ‘Sign In’ Sign in using your existing username (or email) and password Tap on the ‘Sign In’ button to authenticate iPad®: 1)
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11 Tap on the menu icon in the top left corner of the screen Tap on ‘Settings’ Tap on ‘NHL Sign In’ or ‘Rogers Sign In’ (Canadian customers only) Sign in with your existing username (or email) and password 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: NHL® App FAQ—iOS 1)
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Double-­‐click the Home button on your device Swipe left or right to locate the NHL® app Swipe the NHL® app’s preview up to force quit 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. RETURN TO TOP 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. RETURN TO TOP 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. RETURN TO TOP 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)
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Double-­‐click the Home button on your device Swipe left or right to locate the NHL® app Swipe the NHL® app’s preview up to force quit 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. RETURN TO TOP 12 NHL® App FAQ—iOS 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: iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Scroll to 'Settings' Tap on 'Preferences' Tap on 'NHL Sign In' Tap on ‘Create Account’ Enter your information in the registration fields Tap on the ‘Submit’ button iPad®: 1)
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Tap on the menu icon in the top left corner of the screen Tap on 'Settings' Tap on 'NHL Sign In' Tap on the ‘Create Account’ button Enter your information in the registration fields 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? RETURN TO TOP How do I sign in to the NHL® app? iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Scroll to ‘Settings’ Tap on ‘Preferences’ Tap on ‘NHL Sign In’ or ‘Rogers Sign In’ (Canadian customers only) 13 NHL® App FAQ—iOS iPad®: 1) Tap on the menu icon in the top left corner of the screen 2) Tap on ‘Settings’ 3) Tap on ‘NHL Sign In’ or ‘Rogers Sign In’ (Canadian customers only) RETURN TO TOP 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). RETURN TO TOP How do I reset a forgotten password? You can reset your NHL® account password using the email address provided during registration: iPhone®/iPod touch®: 1)
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Tap on the ‘More’ tab Scroll to ‘Settings’ Tap on ‘Preferences’ Tap on ‘NHL Sign In’ Tap on ‘Sign In’ Tap on ‘Forgot Password?’ Enter your NHL® account email address Tap on the ‘Sure’ button An email will be sent to the address you specified with instructions how to create a new password. RETURN TO TOP Where can I find the Terms of Service and Privacy Policy? iPhone®/iPod touch®: 1) Tap on the ‘More’ tab 2) Scroll to ‘Support’ 3) Tap on ‘Terms of Service’ or ‘Privacy Policy’ to review document 14 NHL® App FAQ—iOS iPad®: 1) Tap on the menu icon in the top left corner of the screen 2) Tap on ‘Settings’ 3) Tap on ‘Terms of Service and Privacy Policy’ to review documents RETURN TO TOP 15 NHL® App FAQ—iOS 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: iPhone®/iPod touch®: 1) Tap on the ‘More’ tab 2) Scroll to ‘Support’ 3) Tap on ‘Customer Service’ iPad®: 1) Tap on the menu icon in the top left corner of the screen 2) Tap on ‘Settings’ 3) Tap on ‘Contact Customer Service’ Most inquiries will be responded to within 24 hours. RETURN TO TOP How do I contact NHL GameCenter LIVE™ customer support? You may contact NHL GameCenter LIVE™ Customer Support at 866-­‐210-­‐6349 (U.S.) or +1-­‐407-­‐708-­‐1356 (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: iPhone®/iPod touch®: 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. RETURN TO TOP 16 NHL® App FAQ—iOS 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. ©2014 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 2014. All Rights Reserved. 17 NHL® App FAQ—iOS