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1. Product Overview
a. What is NHL GameCenter LIVE™?
b. Can I get NHL GameCenter LIVE™ on my smartphone?
c. What is the NHL® application?

2. How to get NHL GameCenter LIVE™ on your phone or tablet
a. If I am an existing NHL GameCenter LIVE™ subscriber, how do I unlock live video through the NHL® application?
b. I do not currently have an NHL GameCenter LIVE™ subscription. How do I get live games on my smartphone or tablet?
c. What if I have other questions before I purchase NHL GameCenter LIVE™?
d. Can I cancel my purchase and receive a refund?

3. Tips for Troubleshooting
a. Why can't I access any live game video?
b. Why do I receive a blackout message?
c. I am unable to watch a game that I believe I should be able to.
d. Why is the video/radio and schedule not loading?
e. Why are my videos taking so long to start?
f. How much Internet data will I use watching NHL GameCenter LIVE™?
g. Contacting NHL GameCenter LIVE™ Customer Support.



PRODUCT OVERVIEW


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 a variety of devices. For a single price, you can watch games on your personal computer, on smartphones and on a variety of Internet-connected devices.

To see what teams do not qualify as "out-of-market" in your local viewing area and are, therefore, unavailable to watch live with NHL GameCenter LIVE™ please check your zip code.

Can I get NHL GameCenter LIVE™ on my smartphone?

NHL GameCenter LIVE™ is available for smartphones through the NHL® application, by either signing in to the app with a valid username and password created when you subscribed to NHL GameCenter LIVE™ online (at nhl.com/gamecenterlive), by upgrading directly within the app, or by visiting nhl.com/gamecenterlive in the web browser on your smartphone.

• To download the NHL® app on iPhone and iPad, please visit the App Store
• For Android devices, the application is available in the Google Play Store

What is the NHL® application?

The official application of the NHL®, providing free scores, stats and post-game highlights right to your smartphone or tablet.

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, plus all the features of the app.

Anyone who already purchased an NHL GameCenter LIVE™ subscription online, should download the free NHL® app and sign in with the same username and password created online. This can be done within the "Settings" section of the app.


HOW TO GET NHL GAMECENTER LIVE™ ON YOUR PHONE OR TABLET


If I am an existing NHL GameCenter LIVE™ subscriber, how do I unlock live video through the NHL® application?


Anyone who already purchased an NHL GameCenter LIVE™ subscription online, should download the free NHL® app and sign in with the same username and password created online. This can be done within the "Settings" section of the app under "Account Sign In." Then, select ‘Sign In’ to enter your username and password to unlock live video content.

I do not currently have an NHL GameCenter LIVE™ subscription. How do I get live games on my smartphone or tablet?


Users who are not currently NHL GameCenter LIVE™ subscribers but wish to watch live games may purchase the product directly from the NHL® app or purchase online or on smartphones at nhl.com/gamecenterlive. To purchase directly from the app, go to the "Settings" section of the application and select "Account Sign In" to receive instructions for upgrading.

Note: If purchasing through the app, in order to watch live games on other devices in addition to your smartphone or tablet, you must create a username and password after your purchase.

What if I have other questions before I purchase NHL GameCenter LIVE™?

Please contact NHL GameCenter LIVE™ Customer Support at 866-210-6349 (U.S. and Canada) or +1-407-708-1356 (Outside of the U.S.) 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. You will receive a response within 24 hours.

If your question is related to local blackouts in your area, please check the zip code from which you will watch the games online first. By checking your zip code you will learn what teams are unavailable to watch in your local viewing area. Remember, all nationally televised games in the U.S. are subject to blackout restrictions.

Can I cancel my purchase and receive a refund?

Users who purchased NHL GameCenter LIVE™ online at nhl.com/gamecenterlive have five (5) days from sign up to cancel their account and receive a refund (See the Cancellation Policy for more information).

Anyone who purchased directly through the iPhone or iPad app (using an iTunes account), should refer to the App Store refund policy. Anyone who purchased through an Android phone or tablet are subject to the Google Play Store refund policy.


TIPS FOR TROUBLESHOOTING


Why can't I access any live game video?

In order to access live game video you need to have your location settings on. Go to "Location Services" within your device's "Settings" section (not within the app) and make sure the application is set to on. In order for the new setting to take effect you must completely shut out of the NHL® application and re-launch it.

Also, please make sure you do the following after you check location services:

Have you authenticated the application using your username and password? If not, you will need to go to the "Settings" tab (within the app) and select "Account Sign in" and sign in using your existing username and password to authenticate.

You may need to restart the NHL® application by closing it in fast application switching. To access the fast application switching feature press the button with the square in it on the device itself two times consecutively. You will see a tray of applications at the bottom of your screen. When performing this action please make sure you are not in the NHL® application or the application will not appear in the tray. Press and hold your finger on the NHL® application icon until you see a red circle with a white dash on the application icon. Select the red circle to remove the application from the tray. Then select above the tray to remove the tray and reopen the NHL® application.

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 games) and nationally televised games are blacked out on NHL GameCenter LIVE™. If a blackout message appears on your device it is because you are trying to view a game being broadcast either in your local market or nationally. To view live game video select an out-of-market game in the schedule module of the application. For more information about blackout guidelines read below:

You are blacked out of games on NHL GameCenter LIVE™ for one of the following reasons:

• 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.
• 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).
• The game you are trying to access is being televised on a national network.

• 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.

I am unable to watch a game that I believe I should be able to.

If you are blacked out of a game you believe you should have access to, please 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 ET.

You may also check your 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 the U.S. are subject to blackout restrictions.

Why is the video/radio and schedule not loading?

Please check to make sure your signal strength is full and has at least 3G coverage. If available, try connecting your device to WiFi. If your mobile device's signal strength is full and the video/ radio or schedule is still not loading, please try closing and reopening the application. If you are using a public WiFi site make sure that you open a browser and accept their 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 internet connection that can support video streaming. It is recommended to use Wi-Fi for best results.

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 a smartphone or tablet, stream quality will automatically adjust to the highest quality that a user’s internet connection can support. There are four levels of stream quality for NHL GameCenter LIVE™ and each level will use approximately the following number 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 data plan.

Contacting 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 ET.

For your convenience, you may also submit your question online by visiting the online Customer Support Page Your inquiry will be responded to within 24 hours.

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