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iOS FAQ 8.2

What's new
- Game Center is all new and includes a live play-by-play experience


- Customize Goal and Win notification alerts with Goal Horns from your favorite arena. Set up in App at More>Settings>Notifications

 


- General Improvements

 

 

Topics

What is the NHL App?

What is NHL Premium?

Supported Devices

Getting Started

International Customers

Subscription Information and Management

Navigation and Usage

Troubleshooting

Common Questions

Contact Us

NHL Disclosure

What is the NHL App?

The NHL® App is the official app of the National Hockey League. The NHL® App features live scores and stats, video highlights, customized alerts, and breaking news. It is the only hockey app that lets you watch out-of-market games live (NHL.TV™ subscription required; blackout and other restrictions apply), see in-game highlights (NHL Premium™ or NHL.TV™ subscription required; blackout and other restrictions apply), and stream live game audio on your Apple device.

What is NHL Premium?

NHL Premium™ is a subscription option providing access to premium content within the NHL® App that offers:

  • In-Game highlights
  • Final Minutes - Watch the final minutes of select games, including overtime and shootouts-see approximately the last three minutes or more of available games.*

*Blackout and other restrictions apply. See NHL.TV™ and NHL Premium™ blackout details here

Supported Devices

Supported Apple Devices (must be running Apple iOS operating system version 8.0* or greater)

  • iPhone 4s or newer
  • iPad 2 or newer
  • iPad Mini (All)
  • iPod Touch 5th Generation


*Limited support on iOS 8.0

Getting Started

Choosing a Level of Access

The NHL® App is a free download from the Apple iTunes Store and has two levels of access, offering free and optional paid subscription features.

When you launch the NHL® App and are not logged in with an NHL.com account, you will be presented with the options below which will help you decide the level of access you want while using the NHL® App.

  • Purchase
    • Users who wish to purchase a new subscription to NHL Premium™ from within the NHL® App should choose this option. For more information, see "What is NHL Premium™?" above.
  • NHL.TV™ and Current Subscribers
    • If you have already purchased NHL Premium™ or NHL.TV™ within the NHL® App or on another platform and have already connected your previously purchased NHL subscription product to your NHL.com account, select this option to enable paid subscription features on your supported device(s) by entering your NHL.com credentials when prompted.
  • Already Purchased? Restore
    • If you have already purchased NHL Premium™ or NHL.TV™ via Apple iTunes within the NHL® App, select this option to enable paid subscription features on your supported device(s) by entering your Apple iTunes credentials when prompted to "Restore" your subscription.
  • Continue with Lite
    • Users who wish to utilize the free features of the NHL® App will choose this option. If you want to access NHL Premium™ or NHL.TV™ content, you will be prompted with an option to purchase a paid subscription from Apple iTunes when you try to access the applicable content.

International Customers

The NHL® App is currently available for download globally with the exception of Canada, Finland, Sweden, Norway, Denmark, Iceland, Aland Islands, Faroe Islands, and Greenland. The product is available in English only. Blackout and other restrictions apply to NHL.TV™ and NHL Premium™. Click here for details about blackouts applicable to NHL Premium™ and NHL.TV™ in the US. For International customers, blackout restrictions may apply to games that appear on an NHL partner network in your viewing area. International partners include: Nelonen (Finland), PRAGO SPORT (Czech Republic), PREMIER Sports (UK), Setanta 1 (UK and Ireland), Setanta Ireland (Ireland) and VIASAT (Finland). (Kingdom of Denmark, Finland, Norway, Sweden). Please check your local listings for broadcasts on these networks. Canadian customers can download Rogers NHL from the Apple iTunes Store in Canada.

Subscription Information and Management

Apple iTunes In-App Purchase and Cancellation Information

If you have purchased a subscription to NHL Premium™ or NHL.TV™ directly through the NHL® App from Apple iTunes, please review the information in this section. NHL.com does not have access to Apple iTunes accounts or transactions. If you wish to confirm the type of subscription that has been purchased from Apple iTunes, please consult your Apple iTunes account or receipt as each subscription will have a unique billing name. Apple iTunes cancellation steps are listed below as a courtesy for your convenience. Please visit the Apple iTunes store for the most current information.

Purchasing an Apple iTunes Subscription

In-app purchases are purchased from and billed by Apple iTunes, not NHL.com. These purchases are subject to the terms and conditions of Apple iTunes. All billing and refund inquiries must be directed to Apple iTunes.

NHL Premium™ is currently available on a monthly basis (billed as "NHL Premium™ Monthly") from the Apple iTunes Store. Your subscription to NHL Premium™ is valid for 30 days, from the date of purchase and will be re-billed every 30 days year-round by Apple iTunes until cancelled by the user. Apple iTunes subscriptions can be managed from a mobile device or personal computer that uses the same Apple ID as the initial purchase. You can also purchase an NHL.TV™ subscription as an in-app purchase from the NHL® App. See "Navigation and Usage - Watching NHL.TV™ from within the NHL® App" below for more information.

Accessing your Apple iTunes In-App Purchase on other Supported Devices

If you connect your Apple iTunes purchase to an NHL.com account, you will be able to access supported features from your subscription(s) to NHL Premium™ and/or NHL.TV™ across your compatible Apple and Android mobile devices. For information on Android devices on which video is currently supported, click here. Separate purchases are not required. Connecting a purchase to an NHL.com account also allows NHL.com Customer Service to better assist you with inquiries and troubleshooting. You will have an opportunity to connect your purchase to an NHL.com account after making the purchase from iTunes, or it can be completed at a later time. You can only connect an Apple iTunes purchase to one NHL.com account. If you connect the purchase to a second NHL.com account, the first account will lose subscription access

  1. Open your NHL® App.
  2. Tap on the "More" tab.
  3. Tap on "Settings" in the upper right.
  4. Tap on "Log In" and enter existing NHL.com credentials.

Restoring a previous Apple iTunes purchase

Subscribers who have made an in-app purchase through Apple iTunes on a mobile device should use the "Already Purchased? Restore" button on the initial paywall when re-installing the application on an existing Apple or new Apple device or in other similar circumstances. A Restore can only be completed on devices which share the same Apple ID as the initial purchase. Prior to attempting to Restore an Apple iTunes purchase, please go to the NHL® App "Settings > My Account" section and ensure that you are logged out of your NHL.com account. You can also Restore by tapping the prompt under "My Account" in "Settings".

Please note: if you purchased NHL.TV™ as an Apple TV in-app purchase, your subscription cannot be "Restored" to a mobile device. An Apple TV in-app purchase must first be "connected" to an NHL.com account on your computer.

Once you have connected your NHL.TV™ subscription to your NHL.com account, you will be able to access subscription features on compatible mobile devices by signing into the NHL® App with your valid NHL.com credentials.

Cancelling an Apple iTunes Monthly Subscription

On your iPhone, iPad, or iPod touch:

  1. On the Home screen, tap Settings.
  2. Tap iTunes App Store.
  3. Tap your Apple ID.
  4. Tap View Apple ID. You might need to sign in.
  5. Under Subscriptions, tap Manage. If you don't see a subscription in iTunes and are still being charged, make sure that you're signed in with the correct Apple ID. If you are signed in with the correct Apple ID and still do not see a subscription in iTunes, you might have previously subscribed on another platform and not through iTunes. Please visit the "Other Purchase and Cancellation Information" section below.
  6. Tap the subscription that you want to manage.
  7. Use the options to manage your subscription. You can choose a different subscription period, or turn off Automatic Renewal. Turn off Automatic Renewal to cancel a subscription. Your subscription will stop at the end of the current billing cycle.

On your Mac or PC

  1. Open iTunes.
  2. Click Sign In and enter your Apple ID.
  3. Click your name, and select Account Info from the drop-down menu.
  4. Enter your password again.
  5. On the Account Information screen scroll to the Settings section.
  1. To the right of Subscriptions, click Manage. If you don't see a subscription in iTunes and are still being charged, make sure that you're signed in with the correct Apple ID. If you are signed in with the correct Apple ID and still do not see a subscription in iTunes, you might have previously subscribed on another platform and not through iTunes. Please visit the "Other Purchase and Cancellation Information" section below.
  1. Choose the subscription you want to manage.
  2. Use the options to manage your subscription. You can choose a different subscription period, or turn off Automatic Renewal. Turn off Automatic Renewal to cancel a subscription. Your subscription will stop at the end of the current billing cycle.

NHL.com Website Purchase and Cancellation Information

If you have previously purchased a subscription to an NHL paid subscription product from NHL.com directly (instead of from the Apple iTunes store), please review the following information to learn how to manage your subscription. If you originally purchased an NHL paid subscription product as an in-app purchase on a non-iOS device, you should review the terms you agreed to when making that purchase for information on how to cancel or manage your subscription.

Accessing your NHL.TV™ or NHL Premium™ Subscription on other Supported Devices

Subscribers who have already purchased NHL.TV™ or NHL Premium™ on NHL.com, or on any platform and linked their purchase to their NHL.com account, can use the "Log In" function from "Settings > My Account" to enable NHL Premium™ paid subscription features on their supported Apple and Android mobile devices as well as personal computers.

Cancelling Your Subscription

Subscribers who have purchased an NHL paid subscription product directly from the NHL.com website and not through an app store may cancel their subscription or cancel auto-renewal of their subscription by contacting Customer Service online or by calling 800-559-2333 (US) / 1-412-386-2646 (International). Your cancellation will be effective at the end of your current billing period.

Refund Policy for NHL Premium™

NHL Premium™ subscriptions are non-refundable after purchase regardless of the original method of purchase.

Blackouts

To review local blackouts in your area applicable to NHL.TV™ and NHL Premium™, please check the zip code from which you will watch the games or other live content on your device first. By checking your zip code, you will learn what teams are unavailable to watch in your current viewing area. Remember, all nationally televised games in the United States and Canada is subject to blackout restrictions.

Troubleshooting

Step 1. Please ensure that your device is running the latest supported operating system and the most current version of the app.

Step 2. If your device is running the latest supported operating systems (iOS 9.0 and up) and you are experiencing issues with the NHL® App, please follow the additional steps below as applicable.

  1. Navigate to your Apple device home screen.
  2. Double tap on the home button to open the application tray.
  3. Swipe up on all of the open applications to close them out.
  4. Tap the home button or on the screen to close the application tray.
  5. Press and hold the power button at the top of the device and the physical home button simultaneously; continue holding these buttons until the screen goes black and then an Apple logo appears.
  6. The device may take a few minutes to return to the Apple device home screen.
  7. Once the device returns to the home screen, please try launching the application again.

If you still experience issues after following the above steps, please switch your connectivity from cellular to Wi-Fi or Wi-Fi to cellular. While Wi-Fi connections are typically an improvement over cellular, that is not always the case. Please understand that "bar" indicators on devices indicate the strength of a signal, but not network congestion or integrity which can impact application performance. For personal Wi-Fi connections, we recommend restarting your internet modem and router in the event a network conflict is occurring even if other devices are working properly.

NHL.TV™ Troubleshooting

For NHL.TV™ troubleshooting please click here for support.

Common Questions

I previously purchased NHL Premium™ or NHL.TV™ outside of the Apple iTunes Store. How do I access my paid subscription features on my Apple mobile device?

NHL.com customers with subscription purchases linked to an NHL.com account should download NHL® App from Apple iTunes (free download) and tap on the "NHL.TV™ and Current Subscribers" button where you can enter your NHL.com credentials to unlock NHL Premium™ and/or NHL.TV™ paid subscription features. If you are not already an NHL Premium™ or NHL.TV™ customer and want to access NHL Premium™ or NHL.TV™ live and archived content from within the NHL® App, you will need to purchase a separate NHL Premium™ or NHL.TV™ subscription as an in-app purchase.

Can I access my NHL.com or Apple iTunes subscription purchase on other supported devices?

If you have purchased a subscription from NHL.com or through in-app purchase and have connected this purchase to your NHL.com account, you can navigate to the NHL® App "Settings > My Account" section and "Log In" with your NHL.com e-mail address and password.

Why can't I access any live game video?

In order to access live game video (including Final Minutes) features in NHL Premium™ or NHL.TV™ from within the NHL® App, you need to have your location settings on and be accessing the NHL® App on a device that supports video streaming. See "Supported Devices" here for information on which devices currently support video within the NHL® App. In addition, your access to live game video is subject to blackout restrictions available here.

Why do I receive a blackout message?

NHL.TV™ and NHL Premium™ are subject to local and national blackouts based on the location of the device on which you are using the NHL® App. See "Blackouts" above for additional information.

I am unable to watch a live game or Final Minutes that I believe I should have access to.

If you are blacked out of a game or other live content you believe you should have access to, please contact NHL.TV™ Customer Support at 800-559-2333 (U.S.) and 1-412-386-2646 (Outside of the U.S.) Our support hours are listed under the contact us section of this FAQ, or under the contact us page in the app.

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 or similar (e.g., hotel, restaurant) WiFi site, make sure that you open a browser and accept their terms and conditions if applicable 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 an internet connection that can support video streaming. It is recommended to use Wi-Fi for best results.

Contact Us

NHL.com Customer Service

If you have any questions or require troubleshooting assistance, please contact Customer Service online" or call us toll-free at 800-559-2333 (US) or 1-412-386-2646 (International). Our business hours are 12PM ET to 12AM ET.

Accessibility

We are available to respond to your closed captioning questions and needs. For immediate closed caption issues:

Phone: call us toll-free at 800-559-2333 (US) or 1-412-386-2646 (International). Our business hours are 12pm ET to 12am ET (7 days a week).

Email: nhl-mobile-cs@web.nhl.com

If you need further assistance, and for written closed caption complaints, please send an email to accessibility@nhl.com

NHL Disclosure

NHL and the NHL Shield are registered trademarks and NHL TV and NHL Premium are trademarks of the National Hockey League. NHL and NHL team marks are the property of the NHL and its teams. ©NHL 2016. All Rights Reserved.