1. Product Overview
a. What is NHL GameCenter LIVE™?
b. What are the features?
c. Is NHL GameCenter LIVE™ available outside of the U.S. and Canada?
2. Purchasing NHL GameCenter LIVE™
a. How much is NHL GameCenter LIVE™?
b. What are my payment options?
c. How will I be charged?
d. What does "Automatic Renewal" mean?
e. How can I opt-out of the automatic renewal program?
f. What if I have other questions before I purchase NHL GameCenter LIVE™?
3. Cancelling Your Subscription
a. How do I cancel my account?
b. NHL GameCenter LIVE™ Cancellation Policy
4. Using the Product
a. How do I watch a live game?
b. Are all games and teams available to watch live?
c. How do I watch a replay of a game?
d. Can I watch games on my mobile phone?
e. Can I watch games on my television too?
f. Is NHL GameCenter LIVE™ available on tablets?
g. How do I watch classic games?
h. Contacting NHL GameCenter LIVE™ Customer Support
5. Tips for Troubleshooting
a. I don't know where to sign in to NHL GameCenter LIVE™ online.
b. I am unable to watch a game that I believe I should be able to.
c. The game has started but the broadcast I selected is unavailable.
d. My video is not playing.
e. My videos take a long time to start and/or are not playing smoothly.
f. I was watching a game and was suddenly kicked out of the game and signed out.
g. My game is missing intermission reports.
h. The live game scores and stats are significantly delayed and do not match the video.
i. After selecting a game to watch, I am only get a spinning circle (or empty black or white screen).
6. System Requirements
a. How much Internet data will I use watching NHL GameCenter LIVE™?
b. Internet Connection Requirements
c. Minimum Windows Requirements
d. Minimum Mac Requirements
What is NHL GameCenter LIVE™?
NHL GameCenter LIVE™ is a subscription service offering streaming video of live out-of-market games, on-demand replays and more across multiple devices. For a single price, you can watch games on your personal computer, on smartphones and on a variety of Internet-connected devices.
To find out which teams are in your local viewing area and are, therefore, unavailable to watch live with NHL GameCenter LIVE™ please check your zip code
What are the features?
• Watch live out-of-market games in HD-quality with a choice of the home or away team's broadcast (live games available during the regular season in US and Canada)
• On-demand full-length and condensed replays
• Follow the action from multiple games at once with mosaic view and picture-in-picture
• Use your NHL GameCenter LIVE™ subscription to watch games on a variety of devices. While specific features vary by device, all of the below devices support the ability to watch live out-of-market games and replays. See nhl.com/devices
for more information
Sony TVs, Blu-Ray and Home Theater Devices with Bravia Internet Video
• Continued access to live stats and play-by-play from NHL GameCenter™
To learn more about NHL GameCenter LIVE™ please view the product demo
Is NHL GameCenter LIVE™ available outside of the U.S. and Canada?
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.
PURCHASING NHL GAMECENTER LIVE™
How much is NHL GameCenter LIVE™?
Please visit nhl.com/gamecenterlive
to view the current price in your area. 6% sales tax applies to residents of Connecticut and is automatically included in the price displayed.
What are my payment options?
When you subscribe to NHL GameCenter LIVE™, you have the option of paying for your subscription in an easy, single payment or to pay the full price in monthly installments.
Please note that when you sign up for NHL GameCenter LIVE™, you are signing up for an annual subscription and not a monthly service, even if you choose to pay in multiple installment payments.
Day Pass subscriptions may also be available for purchase at certain periods for a single low price. The subscription is valid for the current day's games and will expire at 7 AM ET the day after purchase.
How will I be charged?
You may use a major credit card (American Express, Discover, MasterCard or Visa) or your PayPal account to purchase NHL GameCenter LIVE™ worldwide. If you choose to pay for your annual subscription in installment payments, your credit card or PayPal account will be charged monthly on the date of your initial sign up. We are unable to accommodate requests to change your billing date.
Your credit card will be charged based on the credit card information associated with your account. At any time you may update your credit card information
on file to ensure it is up to date.
What does "Automatic Renewal" mean?
By purchasing an annual subscription to NHL GameCenter LIVE™, you accept the Terms and Conditions allowing your subscription to be automatically renewed the following season and each subsequent season. (Exception: Canadian residents of Alberta and Quebec).
You will be notified of an upcoming renewal charge by email at the address you provided during sign up. We will advise you of any price changes at this time as well as any other material changes to the subscription terms. You will have an opportunity to cancel your subscription if you do not want it renewed for the following season. Please be advised that if you do not affirmatively cancel your subscription by the date provided in our email notice then it will be automatically renewed and the credit card on file will be charged based on the subscription price indicated in the email notification.
Alberta and Quebec residents who subscribe to NHL GameCenter LIVE™ will not be automatically renewed for the subsequent season. The NHL may email such subscribers to invite them to renew their subscriptions for the subsequent season. A subscriber from Alberta or Quebec must expressly agree to renew his or her subscription; otherwise that subscription will not be renewed.
Users who purchase Day Pass subscriptions will not be automatically renewed.
How can I opt-out of the automatic renewal program?
To opt-out of the automatic renewal charge, you must call NHL GameCenter LIVE™ Customer Support at 866-210-6349 (US and Canada) and +1-407-708-1356 (Outside of North America), from 9am to 2am ET daily.
At any time during the season you may contact customer support and explicitly remove yourself from automatic renewal. If you choose to opt-out during the season, your subscription will expire at the end of the season in which you subscribed.
You will be notified of the upcoming renewal charge by email prior to the subsequent season. You must call customer support by the date specified in the email to affirmatively cancel your subscription to avoid the impending charge. If you do not, the card on file will be charged and you become subject to the cancellation policy applicable to paid subscribers.
What if I have other questions before I purchase NHL GameCenter LIVE™ ?
Please contact NHL GameCenter LIVE™ Customer Support at 866-210-6349 (US and Canada) or +1-407-708-1356 (Outside North America) between the hours of 9am to 2am ET.
For your convenience, you may also submit your question online by visiting the online Customer Support Page or by using the Live Chat feature.
If your question is related to local blackouts in your area, please check the zip code lookup
. By checking your zip code you will learn what teams are unavailable to watch in your local viewing area. Remember all nationally televised games are also unavailable to watch live in NHL GameCenter LIVE™.
CANCELLING YOUR SUBSCRIPTION
How do I cancel my account?
If you are dissatisfied with your NHL GameCenter LIVE™ account, you may cancel within 5 days of the initial purchase and your account will be refunded the amount of the payment. After the 5 day cancellation period, no cancellations or refunds will be granted.
This cancellation policy is the same if you choose to pay in a single, full payment or in monthly installments (See Cancellation Policy below). Purchases made using an iTunes account through the iPhone, iPad or Apple TV applications are subject to Apple's refund policy. Likewise, purchases made with a Google Play account on Android devices, or a Blackberry World account on Blackberry devices are subject to the respective refund policies.
NHL GameCenter LIVE™ Cancellation Policy
Subject to applicable laws, if you are a subscriber to an annual NHL GameCenter LIVE™ subscription package purchased at nhl.com/gamecenterlive
(does not include purchases made through the NHL GameCenter™ or NHL GameCenter™ Premium apps on iPad, iPhone, Apple TV, Android and Blackberry devices), you may cancel your subscription to NHL GameCenter LIVE™ within 5 days of subscribing, and receive a refund of the subscription or installment price; provided that if you sign up for NHL GameCenter LIVE™ again after cancelling, NHL Interactive CyberEnterprises, LLC (NHL ICE) reserves the right to deny further cancellation requests. You may cancel your subscription by contacting NHL GameCenter LIVE™ customer support at 866-210-6349 (US and Canada) and 1+407-708-1356 (Outside of North America), from 9am to 2am ET daily.
In addition, NHL ICE may cancel your subscription to NHL GameCenter LIVE™ at any time without notice for conduct that NHL ICE believes, in its sole discretion, violates the Terms of Service
, including, without limitation, conduct that NHL ICE believes is harmful to other subscribers, NHL ICE's business or other information providers.
USING THE PRODUCT
How do I watch a live game?
You may access NHL GameCenter LIVE™ directly by going to gamecenterlive.nhl.com
and signing in with an active username and password or following the "Watch" prompts throughout NHL.com
. Select the game you want to watch from the live scoreboard at the top of the screen. Make sure you are on the "Watch" game tab below the scoreboard to watch streaming video from the game of your choice.
Once you have selected a game to watch, you can choose between the home and away team's broadcast and use the DVR controls or event timeline to watch anything you may have missed.
Are all games and teams available to watch live?
Due to local and national blackout rules and regulations, game broadcasts that are available to watch on television in your local market and nationally televised games are not available to watch live or within 48 hours of game completion in NHL GameCenter LIVE™. To determine the teams in your local market which are, therefore, not available to watch live, please check your zip code
. These games are broadcast on a regional sports network in your area.
National broadcasts may include games televised on the following networks in your area: CBC, NBC, NBC Sports Network, NHL Network, RDS and TSN. Games broadcast live on these networks -- regardless of whether they are available with your cable or satellite package -- are not available to watch in NHL GameCenter LIVE™ until 48 hours after the game is complete. In the United States and Canada all Stanley Cup Playoffs and Stanley Cup Final games will be nationally televised.
For international customers, blackout restrictions may apply to games that appear on an NHL partner network in your viewing area. International partners include: ARENA SPORTS, CANAL PLUS SPORTS, ESPN America, Nelonen, NOVA SPORT, SPORT 1 Hungary & Romania, OSN SPORT, PRAGO SPORT, PREMIER Sports, PRISA TV, SETANTA SPORT, Setanta 1, Setanta Ireland, SPORT TV Portugal, SPORT TV Slovenia, VIASAT and Xsport. Please check your local listings for broadcasts on these networks.
How do I watch a replay of a game?
There are two ways to watch a game replay:
• Select a previous date through the calendar option and then select a game in the scoreboard.
• Or, you can also access full-length and condensed game replays through the NHL Vault™ archive (accessed from the upper left corner of NHL GameCenter LIVE™ or by signing in at nhl.com/vaultsignin
While most games are available to watch the next day, blackouts remain in effect for 48-hours on all games for teams in your local market and those games that were nationally televised.
Can I watch games on my mobile phone?
Yes, download the free NHL GameCenter™ app from Google Play
(Android phones and tablets), the App Store
(iPhone, iPod Touch and iPad), or BlackBerry World
, then sign in with your NHL GameCenter LIVE™ username and password to access live games and replays. You may sign in from the "Settings" section of the app or when prompted. For information on how to use the mobile apps to watch live games, please read the NHL GameCenter LIVE™ mobile FAQ
For a complete list of all mobile apps available from the NHL, please visit nhl.com/mobile
Can I watch games on my television too?
You may use your NHL GameCenter LIVE™ subscription to watch games through several gaming consoles and Internet-connected devices compatible with your television.
Subscribers who have an Apple TV, Roku, Sony PlayStation®3 or Xbox 360 (Xbox LIVE membership required) may use the NHL GameCenter™ or NHL GameCenter LIVE™ applications on these devices to sign in and watch live games with a valid subscription. Select Sony TV, Blu-Rays and Home Theater devices enabled with Bravia Internet Video also offer live games through the NHL GameCenter™ app. Please visit nhl.com/devices
for more information on each device or read the FAQ for these devices
. You may also purchase NHL Center Ice, a separate, television only service offering live out-of-market games directly from your local cable or satellite provider. Please visit nhl.com/centerice
for more information.
Is NHL GameCenter LIVE™ available on tablets?
Yes, NHL GameCenter LIVE™ subscribers may sign in to watch live games and replays through the NHL GameCenter™ app on Android tablets and iPads.
Simply download the free NHL GameCenter™ app from Google Play
(Android) or the App Store
(iPad). You can visit the "Settings" section of the app to sign in with your existing NHL GameCenter LIVE™ username and password to access live games and replays.
Non-subscribers may also upgrade to an NHL GameCenter LIVE™ subscription through the NHL GameCenter™ and NHL GameCenter™ Premium apps on iPad and Android tablets. If you make a purchase directly through the apps (on iPad, it will be using your iTunes account), you will have access to live games on your tablet alone, unless you complete the process of creating a username and password that will enable you to sign in online and on other supported devices.
Note: Any purchase of NHL GameCenter LIVE™ made using an iTunes account on iPad or Apple TV is subject to Apple's refund policy.
How do I watch classic games?
By subscribing to NHL GameCenter LIVE™, you also get access to the NHL Vault™ service. NHL Vault™ brings you over 800 classic NHL games dating back to the 1960s, and is included in your NHL GameCenter LIVE™ subscription for free.
Access to NHL Vault™ is also available separately for $4.95 a month. For more information, visit the NHL Vault FAQ
or purchase at nhl.com/vault
Current NHL Vault™ or NHL GameCenter LIVE™ subscribers may watch classic games by selecting the "NHL Vault" link at the top of the NHL GameCenter LIVE™ video player or by signing in to watch classic games through the NHL Vault™ sign in page located here
. Many of the supported Internet-connected devices also offer classic games through their NHL GameCenter™ app.
Contacting NHL GameCenter LIVE™ Customer Support
You may contact NHL GameCenter LIVE™ Customer Support if you believe you are experiencing any issues with using the product. If your inquiry is related to a technical issue with your NHL GameCenter LIVE™ service, please have your IP (Internet Protocol) address on hand so a customer support representative can best help you. To look up your IP address, check http://www.whatismyip.com
or a similar website.
TIPS FOR TROUBLESHOOTING
I don't know where to sign in to NHL GameCenter LIVE™ online.
You may sign in directly to NHL GameCenter LIVE™ by going to gamecenterlive.nhl.com
. If you are already signed in elsewhere on NHL.com
before going to this page, the product will launch automatically. If you are not signed in, then you will be asked to do so.
I am unable to watch a game that I believe I should be able to.
If you are blacked out of a game and believe you should have access, please contact NHL GameCenter LIVE™ customer support at 866-210-6349 (US and Canada) or +1-407-708-1356 (Outside North America) between the hours of 9am to 2am ET.
Please have your IP (Internet Protocol) address on hand so a customer support representative can best help you. To look up your IP address, check http://www.whatismyip.com
or a similar website.
You may also check the zip code
from which you are watching the game to see if either of the two teams playing is unavailable in the local viewing area. Remember, all nationally televised games (In US: NBC, NBC Sports Network or NHL Network; In Canada: CBC, NHL Network, RDS or TSN) are not available to watch live in NHL GameCenter LIVE™.
The game has started but the broadcast I selected is unavailable.
There may be a slight delay between the start of the game and when the video is available. Please select the "LIVE" button at the bottom of the screen to ensure you are watching the most recent video available.
On occasion, there may be only one team's broadcast available to view live. It is possible that the other broadcast may become available later. Please tune in to the alternate feed until the other becomes available. You may change the selected broadcast feed at the bottom of the screen
My video is not playing.
If you selected a game to watch and the video has not started after several minutes, first select the "Play" button at the bottom of the screen. If the video does not start shortly thereafter, it is possible you do not meet the minimum system requirements
for watching video in NHL GameCenter LIVE™.
My videos take a long time to start and/or are not playing smoothly.
NHL GameCenter LIVE™'s adaptive feature will select the appropriate video streaming bitrate based on your network's bandwidth so that you may enjoy the best video quality available. If you are having issues with choppy video, select a lower streaming quality such as 800 Kbps or 1600 Kbps.
If after changing your video streaming bitrate you are still experiencing issues with slow-loading or choppy video, you may have low internet bandwidth.
I was watching a game and was suddenly kicked out of the game and signed out.
If you were kicked out of a game in progress and signed out of NHL GameCenter LIVE™, please attempt to sign back in (as prompted or by going directly to gamecenterlive.nhl.com
). If your first attempt to sign in was unsuccessful, it is possible NHL GameCenter LIVE™ is experiencing technical issues. Please wait several minutes before making a second attempt. Repeated attempts to sign in may only further delay your access even after the issue is resolved.
My game is missing intermission reports.
NHL GameCenter LIVE™ offers the game intermission reports on one of the two broadcasts available for each game. If you are not able to view the intermission reports in the broadcast feed you are watching, please select the other team's broadcast feed from the bottom of the screen.
The live game scores and stats are significantly delayed and do not match the video.
NHL GameCenter LIVE™ uses internet based connections to display the game events that you see in the scoreboard, play-by-play commentary in the Ice Tracker™, and real-time stats in the Ice Tracker™ and stats section of the experience. From time to time, your internet connection may be interrupted causing the notifications and other updates to be delayed. If the information does not appear to be updating as it should, you can refresh your connection by using the Scores "On" and "Off" controls. You may also try closing and reopening the particular section that appears to be delayed.
After selecting a game to watch, I only get a spinning circle (or empty black or white screen).
It is possible you do not have the most recent version of Adobe Flash Player. You may install the program directly from Adobe's website: http://get.adobe.com/flashplayer/
If your Adobe Flash Plugin is up-to-date, please follow the below steps to uninstall and reinstall the program:
1. Uninstall Adobe Flash Plugin.
a. On a PC, do this through your CONTROL PANEL > ADD/REMOVE PROGRAMS.
b. On a Mac, drag Adobe Flash Player from applications to your Trash; or use Finder to locate Adobe Flash Player install manager and uninstall
2. Once you have removed Adobe Flash, please restart your computer
3. Reinstall the Adobe Flash Player directly from Adobe's website: http://get.adobe.com/flashplayer/
How much Internet data will I use watching NHL GameCenter LIVE™ ?
Data usage will vary depending on a variety of factors, including the stream quality at which a user is watching a game, the total number of games watched and the device a game is watched on.
For games on broadband, users are able to choose between four stream qualities. Each quality level will use approximately the following amount of Gigabytes per game.*
400 kbps -- 0.5 GB/Game
800 kbps -- 1.0 GB/Game
1,600 kbps -- 2.0 GB/Game
3,000 kbps -- 4.0 GB/Game
*This approximation is exclusive to NHL GameCenter LIVE™ usage and does not factor in any other internet usage during the time the game is watched. Watching more than one game at a time (online and/or in combination with other devices) in the multi-screen view will increase the amount of data used. NHL GameCenter LIVE™ is not responsible for any data overages or additional fees incurred by exceeding your broadband plan.
Internet Connection Requirements
A broadband internet connection (DSL/cable or higher) of 800kbps or higher is needed. If you have an internet connection speed of 3 Mbps or higher and your computer meets the other requirements below, you will be able to enjoy NHL GameCenter LIVE™ at its highest video quality
Minimum Windows Requirements
• 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
• Adobe Flash Player 11.0 or later: http://www.adobe.com/products/flash/about/
• Chrome 12 or later
• Video adapter and monitor: 1280x800 resolution or higher, hardware acceleration-capable graphics card
Minimum Mac Requirements
• Intel Core Duo 1.5GHz with a minimum of 1GB memory
• Mac OS X 10.5.6 or later
• Firefox: http://www.mozilla.com/firefox
• Adobe Flash Player 11.0 or later: http://www.adobe.com/products/flash/about/
• Chrome 12 or later
• Video adapter and monitor: 1280x800 resolution or higher, hardware acceleration-capable graphics card