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1. Product Overview
a. What is NHL Vault™?

2. Purchasing NHL Vault™
a. How much is NHL Vault™?
b. How will I be charged?
c. How do I cancel my account?
d. Is NHL Vault™ available outside of the U.S. and Canada?

3. Using the Product
a. How do I log in to NHL Vault™?
b. How do I watch a replay of a game?
c. How do I watch classic games?
d. Can I watch games on my mobile phone or tablet?

4. Tips for Troubleshooting
a. I don't know where to sign in to NHL Vault™ online.
b. I am unable to watch a game that I believe I should be able to.
c. My video is not playing.
d. My videos take a long time to start and/or are not playing smoothly.
e. After selecting a game to watch, I only get a spinning circle (or empty black or white screen).

5. System Requirements
a. Internet Connection Requirements.

6. Contact Customer Support



 

Product Overview

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What is NHL Vault™?

NHL Vault™ is a subscription service offering post-game replays and access to an extensive library of classic games dating back to the 1960s. The archives include full-length and condensed 10-15 minute replays of every game since the 2007-2008 season, including games added nightly from the current season.

Full-length replays from the current season are subject to in-market and national blackouts in the US and Canada. If the game was available to watch live on television in your local area, the full-length replay will become available 48-hours after game completion. All other games are available next day. There are no blackout restrictions on condensed replays. To see what teams are considered in-market in your area and are therefore unavailable to watch within 48-hours of game completion, please check your zip code. All full-length and condensed replays are subject to a 24-hour blackout in Denmark, Finland, Norway and Sweden. Full-length replays are subject to a 24-hour blackout in Spain.  

PURCHASING NHL VAULT™?

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How much is NHL Vault™?

NHL Vault is included as part of an NHL GameCenter LIVE™ subscription. Fans without NHL GameCenter LIVE™ can subscribe to NHL Vault™ for the low price of $4.95 per month. Subscriptions will continue on a monthly basis, until the user opts-out or cancels the service.  

How will I be charged?

You may use a major credit card (American Express, Discover, MasterCard or Visa) or PayPal account to purchase NHL Vault™ worldwide. Your credit card or PayPal account used at the time of initial sign up will be charged $4.95 each month 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.  

How do I cancel my account?

NHL Vault™ subscribers may cancel their account at any time. Please be advised that if you do not affirmatively cancel your subscription the credit card on file will be charged monthly. To cancel, you must call NHL Vault™ Customer Support at 866-210-6349 (US and Canada) and +1-407-708-1356 (Outside of North America), from 9am to 2am ET daily.  

Is NHL Vault™ available outside of the U.S. and Canada?

NHL Vault™ is currently available for purchase globally and is available in English only.  

USING THE PRODUCT

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How do I log in to NHL Vault™?

To log in to NHL Vault™ visit nhl.com/vaultsignin and enter your username and password combination where prompted. If the video player does not launch automatically simply click “Launch NHL Vault™.”  

b. How do I watch a replay of a game?

There are two ways to watch a game replay:

  • From within the NHL Vault™ application select the “Archive” tab. Then use the team and date filters in the left hand navigation to locate the game of your choice.
  • Or, you can also access condensed game replays by selecting the “Condensed” tab and using the same team and date filters. 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.
 

How do I watch classic games?

Within the NHL Vault™ application select the “Classic” tab. Use the date slider, team, player and category filters to locate the game of your choice.  

Can I watch games on my mobile phone or tablet?

NHL Vault™ is not currently available on mobile phones or tablets.  

TIPS FOR TROUBLESHOOTING

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I don't know where to sign in to NHL Vault™ online.

You may sign in directly to NHL Vault™ by going to nhl.com/vault.  

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 Vault™ 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 the game falls within the 48 hour blackout window.  

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 Vault™.  

My videos take a long time to start and/or are not playing smoothly.

The “bitrate” feature allows you to 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 or 400 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.  

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:
  • 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, please restart your computer
  • Reinstall the Adobe Flash Player directly from Adobe's website: http://get.adobe.com/flashplayer/
 

SYSTEM REQUIREMENTS

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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 Vault™ 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
 

CONTACTING NHL VAULT™ CUSTOMER SUPPORT

You may contact NHL Vault™ 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.

NEED HELP?