When things are not going according to the plan, we can make sure that you will get your money back.

  1. Steps to getting a refund

  2. What happens after my refund is issued?

  3. Why was there an issue in the first place?

1. Steps to request a refund - important items needed

Email playsupport@spiideo.com with:

  • Order ID

  • email you used to purchase

  • web URL to the specific game with issues

  • reason for your request to help our team understand the issue

NOTE: all 4 of these are necessary to issue a refund of the game

Order ID can be found in the body of your email receipt (ex: 046080)

Web URL to the specific game with issues will be found a page like below:

2. What happens after my refund is issued?

  • You will be sent a confirmation email that the refund has been issued

  • The money will be visible in your bank account within 5 business days (usually earlier)

  • The access to your game or games will be revoked. See below for important note as most games will still be viewable even if the live stream did not work.

  • Even after a refund, you can still purchase games or passes in the future

IMPORTANT NOTE: Most of the time the live stream does not work, it is usually a local network issue, so the game will eventually upload to our severs. You can check back on the game within 3-12 hours and it should be available to watch. If you are okay watching the recording later, then there may not be a reason to issue a refund. However, if you only purchased to view the game live, then we understand and can issue the refund.

3. Why was there an issue in the first place?

There are a few reasons why there could be an issue when viewing your games. Here are the most common:

  1. Unstable internet at the venue where the cameras are installed. This is the most common and we try our best to make sure our customers install the cameras where there is stable internet speeds.

  2. Your internet speeds may be too slow. You need 5mbps download speeds in order to watch the game without any interruptions. You can check your connection speed here: https://www.speedtest.net/

  3. Scheduling issue from the sports organization streaming the event. In this case, we can issue a refund, but please notify the organization as they are responsible for the scheduling and naming of games.

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