Below are the most frequently asked questions from Spiideo Play viewers
Contents
Viewing: FAQ related to viewing or finding games
Accessing games: FAQ related to logging in, purchasing or access games
Audio: FAQs related to Audio or Commentary
Viewing: FAQ related to viewing or finding games
How to watch a purchased game:
After you make your purchase, you will receive an email receipt which includes links to the games. Simply click on these links to take you to your games!
If you do not see your link, please check your spam.
You must sign in with the same email you used to make your original purchase to access the games. Read more about this here.
Are you trying to find new games that you have not yet purchased?
You can go to the website of the organization broadcasting the games or contact them directly
Which device or web browser works best to watch the games?
You can watch your game on any device (iPhone, Android, Mac/PC, etc.)
There is no need to download any mobile applications since viewing takes place on the Spiideo Play web URL.
It is important to keep the browser up-to-date in order to get the best experience
Browser not compatible
Older devices may have compatibility issues with Spiideo. If you see this message, please try to watch one a newer device and/or try a different browser.
If you are still experiencing issues viewing on a browser after trying a new device, please feel free to message us via the chat widget.
Why did the broadcast end early?
Our customers are responsible for scheduling their live broadcasts (start and stop times) and often schedule their events days, even weeks in advance.
Unfortunately there can be changes to the schedule or delayed starts due to many things. If you would like to report this issue directly to the broadcaster in charge of streaming the event.
The stream is working, but why is it buffering / freezing every few seconds?
When a stream is buffering/freezing, the first step to troubleshoot is to run a speedtest on the device you are using to view the game. You can check your internet speeds here: https://www.speedtest.net/
To stream Spiideo Play games without interruptions, you will need have a good internet connection of at least 8mbps download speed on the device that you are watching the broadcast on.
Read more about freezing and buffering broadcasts here.
How many devices can stream at the same time?
A game can be streamed on 1 device only
If more than 1 person is logged in and starts viewing it at the same time, the game will stop for the initial user and the message below will show up
Note: By pressing 'Play' the game will resume on 1 device only
Can I re-watch the games after the live stream is over?
Yes, you can watch games afterwards and you can watch them multiple times.
You can always find the link to your purchase in your email receipt.
The broadcast never started or played, what do I do?
If you see the following screen below for longer than 60 seconds, it is likely due to two main reasons:
The cameras at the venue lost internet connection momentarily or for a longer period.
The cameras were offline when the broadcast started.
Most of the time, it is not an issue with your internet speeds unless you have speeds below 1-2mbps.
To rule this out, you can check your internet speeds here: https://www.speedtest.net/
If you have watched games on Spiideo before, then it is likely an issue with the internet at the venue where the cameras are installed. Our cameras require a good internet connection throughout the broadcast, so if there is a loss of power or unstable connection, it can cause issues for the viewers.
NOTE: if the issue is due to slow network speeds at the venue, your game will not be lost. Once the game is uploaded to our servers, you can still watch. If you check back in on the livestream after 1-2 hours and it is still unavailable, please send a message to our support team.
Who schedules the games in Spiideo Play?
Our customers are responsible for streaming and promoting their broadcasts to their viewers and fanbase. If you ever have questions around scheduling, you can contact the school, club, organization or company streaming the event directly. Most often their contact information can be found on their official webpage.
Accessing games: FAQ related to logging in, purchasing or access games
Why can't I sign into my account?
When you purchase a game in Spiideo Play, you have to first create and register your Spiideo account. When signing in again you must do so in the exact same way you created your account. For example, if you signed up by selecting "Continue with Google" then you must select that same button.
To find which way to Sign in, you can check the receipt sent to your email.
I've already purchased but still showing I need to pay to access
If you purchased a Game or a Game Package and it is still showing you need to pay, it could be due to the following reasons:
You may not be signed into the account you made your purchase with
You may be accessing a Game or Game Package you have not purchased yet
The teams playing are not the teams I paid for. What do I do?
If there are scheduling errors (i.e. wrong team name or wrong team's playing), then it is always best to email the organization streaming the event to prevent this from happening more in the future. You can contact them via the same website you received the link to purchase your Spiideo game.
If you purchased a single game and this happened, you can message us via the Chat Widget and we will issue a refund.
If you purchased a Game Package, unfortunately we cannot issue partial refunds. If you would like a full refund for your Game Package, then we can look into this for you; however refunding the entire package will revoke all future and past access to your games.
Learn more about refunds here.
How do I cancel my subscription?
Spiideo does not employ any subscription style payments to our viewer products. All purchases (single game, package or Pay Per Download) are a one time payment and are not recurring
What is the difference between a package, game and download purchase?
These three products are as followed:
Package:
A game package is a collection of games purchased as one. The broadcaster has added a select amount of livestreamed games for you to purchase as a group and be able to watch all.
These games are viewable live and on demand for up to 30 days after being played.
Game:
Purchasing a single game gives you access to watch this livestream live and on demand for up to 30 days after being played.
Download:
Purchasing the download of a game gives access to download the entire broadcast to your local device to keep. The download is available a few minutes after the broadcast has finished.
This does not give access to watch the game live.
Audio: FAQs related to Audio or Commentary
Why is there no sound?
When viewing on your web browser:
you will find a white speaker icon you can click to change the volume
check if the audio might be muted or lowered to zero
check your device specific volume and audio settings if you are still experiencing issues
When viewing on your mobile device:
Make sure the device is unmuted in order to hear sound.
Adjust volume with your phone’s volume control
If you still require assistance please contact support by sending an email to playsupport@spiideo.com.