Below are the most frequently asked questions from Spiideo Play viewers:

Table of Contents

1. Viewing: FAQ related to viewing or finding games

  1. Where do I find my game?

  2. Which web browser works best to watch the games?

  3. Why did the broadcast end early

  4. The stream is working, but why is it buffering / freezing?

  5. How can I watch games on my SmartTV?

  6. How many devices can stream at the same time?

  7. Can I re-watch the games after the live stream is over?

  8. The broadcast never started or played, what do I do?

2. Accessing games: FAQ related to logging in, purchasing or access games

  1. Why can't I sign into my account?

  2. I've already purchased but still showing I need to pay to access

  3. The teams playing are not the teams I paid for. What do I do?

3. Scheduling games: FAQ related to scheduling

  1. Who schedules the games in Spiideo Play?

  2. Where do I find my game?

4. Audio: FAQs related to Audio or Commentary

  1. Why is there no sound?

  2. Why isn't there live commentary on my game?

1. Viewing: FAQ related to viewing or finding games

1. Where do I find my game?

Our broadcast partners utilize Spiideo Play and fixed camera systems to automatically broadcast games to their parents and fans. The organization broadcasting is responsible for the following:

  1. Scheduling of broadcasts, and the description of games

  2. Which teams are playing

  3. Games included in season pass/game package

  4. Distributing links of broadcasts to the viewers

Have you already purchased a single game or season/venue pass (i.e. a collection of games) and are trying to watch?

  • 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!

  • 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

2. 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.

Common web browsers to watch your game:

  • Chrome

  • Safari

  • Firefox

NOTE: 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 get this message on a SmartTV, then please read the FAQ on SmartTV's.

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.

3. 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 organization streaming the event, you can contact their support to let them know.

You can find their support email on the Game Page of your game (see below).

4. The stream is working, but why is it buffering / freezing every few seconds?

When a stream is buffering/freezing, it is typically an indication of slow internet speeds to the cameras at the venue broadcasting the game.

Most of the time, it is not an issue with your internet speeds unless you have speeds < 1-2mbps.

To rule this out, you can check your internet speeds here: https://www.speedtest.net/

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.

5. How can I watch games on my SmartTV?

We are working on improving the Spiideo experience so that you can view on a SmartTV browser.

Currently the only ways to watch on a SmartTV is via the following methods:

  1. Connect your laptop (or other device) to the TV via an HDMI cable

  2. Screen mirror to the SmartTV straight from your device

6. 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

play stream watch on 1 device only

Note: By pressing 'Play' the game will resume on 1 device only

7. 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.

8. 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:

  1. The cameras at the venue lost internet connection momentarily or for a longer period of time 10-20+ minutes.

  2. 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/

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 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.

If check back in on the recording after 1-2 hours and it is still unavailable, please send a message to our support team via the chat widget and someone from our support team will help you.


2. Accessing games: FAQ related to logging in, purchasing or access games

1. 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.

If you already have a Spiideo account, then you will need to sign in to your existing Spiideo account to complete your purchase or get access to your previous purchase.

There are 3 ways to create your Spiideo account or Sign in, if your account is already created:

  1. Google

  2. Apple ID

  3. Email

IMPORTANT: You must sign back 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.

NOTE: If you did NOT receive an automated email with the Order ID, try logging in via Apple ID. Sometimes emails connected to your Apple ID are older and not often checked. See below for what to how to sign in via Apple.

2. I've already purchased but still showing I need to pay to access

If you purchased a Game Package and it is still showing you need to pay, it could be due to the following reasons:

  1. You may not be signed into the account you made your purchase with

  2. You may be accessing a Game or Game Package you have not purchased yet

For #1

Check to make sure you are signed into the correct Spiideo account you made your original purchase with.

There are 3 ways to Sign in to your Spiideo account:

  1. Google

  2. Apple ID

  3. Email

IMPORTANT: You must sign back 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!


For #2

  • Purchasing a Game Package only gets you access to games listed in that specific package.

  • It does not give you access to games in other Game Packages.

If you have questions about this, then you can contact the organization responsible for streaming the event. Their support information should be listed on Game Package Help widget (see below).

3. 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 find their support email via the Help widget (see below).

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.


3. Scheduling games: FAQ related to scheduling

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 sports organization streaming the event directly here.


4. Audio: FAQs related to Audio or Commentary

1. 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 that 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 unmute (in case of phone) in order to hear sound.

  • Adjust volume with your phone’s volume control

If this does not work, please message us via the Chat widget so we can look into this for you.

2. Why isn't there live commentary on my game?

Our customers are responsible for streaming their live events and also deciding when and when not to hire a commentator for the game.

If you would like more games to have commentary, you can also reach out to the organization streaming the event. Their support information should be listed on Game Package Help widget (see below).

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