Frequently Asked Questions
Table Of Contents


 
Frequently Asked Questions
System Requirements
Technical Troubleshooting
NHL GameCenter™ Premium


For information about watching live games on mobile apps on iPhone, iPad, Android and more, please visit our Mobile FAQ.

For information about watching games through Internet-connected devices, including Sony PlayStation®3, Roku, LG Smart TVs and more, please Click Here.


Frequently Asked Questions (FAQ's):


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What is NHL GameCenter LIVE™?

NHL GameCenter LIVE™ is an online service offering streaming video of live games. By becoming a subscriber to NHL GameCenter LIVE™, you will get access to live out-of-market game broadcasts in HD-quality (where available) plus continued access to all your favorite features from NHL GameCenter™. With NHL GameCenter LIVE™ you’ll also watch full-length and condensed replays of the games you missed and relive NHL history with unlimited access to over 800 classic games from NHL Vault™.

How is it different than last season?

This season, we've made it easier for you to follow the live action:
  • Use your subscription to access live hockey on a variety of smartphones, tablets, TVs, and more. Learn More
  • Create your own replay by rewinding the game and watching in slow motion
  • The new in-game highlights picture-in-picture display lets you watch action from around the league without leaving your current game
  • Watch up to four games at once or pop out and shrink the player so it fits anywhere on your screen

How much is NHL GameCenter LIVE™?

To check the current price for NHL GameCenter LIVE™ in your area, go to nhl.com/gamecenterlive. Sales tax will be applied if you are a resident of Connecticut.

What are my payment options?

When you subscribe to NHL GameCenter LIVE™, you have the option of paying in an easy, single payment for the entire season or to pay for your season subscription in monthly installments. Please note that when you sign up for NHL GameCenter LIVE™, you are signing up for a full-season subscription and not a monthly service, even if monthly installments are the chosen method of payment.

Also, if you are not already an NHL GameCenter LIVE™ subscriber on broadband and choose to upgrade to an NHL GameCenter LIVE™ subscription through the NHL GameCenter™ or NHL GameCenter™ Premium iPad and iPhone Apps, your only payment option is a single one-time payment subject to Apple's no refund policy.

How will I be charged?

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.

Will my subscription be automatically renewed for next season?

If you subscribed to NHL GameCenter LIVE™ last season and you are a resident of either the United States or Canada (excluding Alberta and Quebec), NHL GameCenter LIVE™ will automatically renew your full season subscription at the start of each subsequent season so you can continue watching live games online. The credit card associated with your account will be charged a renewal fee equivalent to the "Early Bird" subscription price for a full season package.

You will be notified of this impending charge by email at the email address you provided during sign up. We will also advise you of any price changes at this time as well as any other material changes to the subscription terms. You will then have an opportunity to cancel your subscription if you do not want it renewed for the following season. Please be advised that if you do not affirmatively cancel your subscription by the date provided in our email notice then it will be automatically renewed and your credit card on file will be charged based on the full season "Early Bird" subscription price.

Alberta and Quebec residents who subscribe to NHL GameCenter LIVE™ will not be automatically renewed for the subsequent season. The NHL may email such subscribers to invite them to renew their subscriptions for the subsequent season. A subscriber from Alberta or Quebec must expressly agree to renew his or her subscription, otherwise that subscription will not be renewed.

How can I opt-out of the automatic renewal program?

There are two ways to opt-out. At any time during the season you may opt-out of a renewal subscription if you do not wish to participate in the automatic renewal program for the following season. If you opt-out, then your subscription will expire at the end of the current season.

The other way to opt-out is to affirmatively cancel your subscription by the date provided in our email renewal notice for the upcoming season. To cancel your subscription, please call Customer Service at 866-210-6349.

If I choose to pay in monthly installments, how many times will I be charged?

To estimate the number of payments you will be expected to make over the coming months, divide the single payment price by the number of monthly installments, which is 8. For example, the full season package is available as a single payment for $169.00 or as monthly payments of $20.99. $169.00 divided by $20.99 is roughly equivalent to 8 monthly payments.

Remember, NHL GameCenter LIVE™ is only available as a full season subscription and not as a monthly service. Please note our cancellation policy below.

What if I subscribe when the season is already in progress?

You will be charged the full season price in effect at that time, you can choose to pay either as a single payment or in monthly installments.

How do I cancel my account?

If you are dissatisfied with your NHL GameCenter LIVE™ account, you may cancel within 5 days of the initial payment and your account will be refunded the amount of the payment. After the 5 day cancellation period, no cancellations or refunds will be granted.

This cancellation policy is the same if you choose to pay in a single, lump sum payment or in monthly installments (See Cancellation Policy below). Purchases made through any iPad App are subject to Apple's no refund policy.

NHL GAMECENTER LIVE™ Cancellation Policy

Subject to applicable laws, if you are a subscriber to any NHL GameCenter LIVE™ package purchased at nhl.com/gamecenterlive (does not include purchases made through the NHL GameCenter™ or NHL GameCenter™ Premium iPad apps), you may cancel your subscription to NHL GameCenter LIVE™ within 5 days of subscribing, and receive a refund of the subscription or installment price; provided that if you sign up for NHL GameCenter LIVE™ again after cancelling, NHL ICE reserves the right to deny further cancellation requests. You may cancel your subscription by contacting NHL GameCenter LIVE™ customer support. In addition, NHL ICE may cancel your subscription to NHL GameCenter LIVE™ at any time without notice for conduct that NHL ICE believes, in its sole discretion, violates the Terms of Service, including, without limitation, conduct that NHL ICE believes is harmful to other subscribers, NHL ICE's business or other information providers.

How do I contact customer service?

For additional questions on billing, making updates to your account information, or for technical support, please contact our customer service at 866-210-6349 if located in North America or +1-407-708-1356 if located outside North America between the hours of 9am to 2am ET.

For your convenience, you may also submit your request online by visiting our Customer Service Page. Your inquiry will be responded to within 24 hours.

If your customer service issue is related to a technical issue with your NHL GameCenter LIVE™ service, please have your IP (Internet Protocol) address on hand so our customer service representatives can best help you. To look up your IP address, check http://www.whatismyip.com.

How do I watch a live game?

When prompted, log-in using your NHL GameCenter LIVE™ username and password. Then, select the game you want to watch in the live scoreboard. Make sure you're on the "Watch" game tab to watch streaming video from the game of your choice.

Once you have selected a game to watch, you can choose between the home or away team's broadcast and use the DVR controls or highlight timeline to watch anything you may have missed.

How do I watch the game I missed last night?

There are two ways to watch a game replay:

Either select a previous date through the calendar option and then select a game in the live scoreboard.

Or, like last season, you can also access full-length and condensed game replays through the NHL Vault™ archive.

While most games are available to watch 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.

Can I watch my local team play? Can I watch nationally televised games?

Due to local blackout rules and regulations, games broadcasts that are available to watch on television in your local market and nationally televised games are not available to watch live or within 48 hours of game completion in NHL GameCenter LIVE™ (see below for other blackout scenarios).

Why am I unable to watch a game in NHL GameCenter LIVE™?

A game may not be available to watch live or within 48 hours of completion if it meets any of the below criteria:
  1. Your local team is playing and televising the game on a local over-the-air station and you are located within that station's signal.
  2. Your local team is playing and televising the game on a local regional sports network and your cable or satellite system falls within the distribution for that local regional sports network (regardless of whether your cable or satellite system actually carries that regional sports network.)
  3. Your local team is playing and there is no local television coverage of the game
  4. The game is being televised nationally - In the U.S., this includes NBC, the NBC Sports Network, and the NHL Network. In Canada, this includes CBC, TSN, and the NHL Network.

Is NHL GameCenter LIVE™ available as a subscription product outside of the U.S. and Canada?

NHL GameCenter LIVE™ is currently available for purchase globally with the exception of Denmark, Finland, Norway and Sweden. The product is currently available in English only.

How do I watch live out-of-market games on my television?

There are several ways to enjoy live games from outside of your local market on your television:
  • NHL Center Ice - Up to 40 out-of-market games a week. Check with your local cable or satellite provider for availability or visit nhl.com/centerice
  • Internet-Connected Devices - This season, NHL GameCenter LIVE™ and NHL Vault™ subscribers can watch live games and/or game replays and classic games through a variety of Internet-connected devices that may link to your television including: Sony PlayStation®3, Roku and Boxee. You must have an NHL GameCenter LIVE™ subscription in order to watch live games through these devices. Additional fees may apply to download required software or device applications. Click here for more information.

Is NHL GameCenter LIVE™ available on iPad?

Yes, NHL GameCenter LIVE™ subscribers may now log in to watch live games through the NHL GameCenter™ iPad App at no extra cost.

If you are already a subscriber, simply download the free NHL GameCenter™ app from Apple's iPad App Store and sign in with your existing NHL GameCenter LIVE™ username and password to watch live games.

Non-subscribers may also upgrade to an NHL GameCenter LIVE™ subscription through the NHL GameCenter™ and NHL GameCenter™ Premium iPad apps. Upgrade purchases made through the iPad apps will give you access to live games on both your iPad and the broadband experience. Note: Any purchase of NHL GameCenter LIVE™ made through an iPad app is subject to Apple's no refund policy.

Can I watch live games on my mobile phone?

Yes, download the free NHL GameCenter™ app from the Android Market or App Store, then log in with your NHL GameCenter LIVE™ username (located within "settings" or upon prompt).

In order to access live game video you will need to have your location settings on. Go to "Location Services" within your device's "Settings" section and make sure the app is set to on. In order for the new setting to take effect you must completely shut out of the app and relaunch it.

To learn more about available mobile products, please visit nhl.com/mobile

What is NHL Vault™?

NHL Vault™ brings you over 800 classic NHL games dating back to the 1960s, and is included in your NHL GameCenter LIVE™ subscription.

Access to NHL Vault™ is also available separately for $4.95 a month. Go to nhl.com/vault for more information.

Current NHL Vault™ or NHL GameCenter LIVE™ subscribers, sign in to watch classic games here.

System Requirements:


To ensure that you are getting the most out of NHL GameCenter LIVE™, we recommend that you meet the minimum system requirements below:

Internet Connection Requirements
  • Broadband internet connection (DSL/cable or higher) of 750 kbps or higher
  • Recommended: If you have an internet connection speed of 2.0 Mbps or higher and your computer meets the other requirements below, you will be able to enjoy NHL GameCenter LIVE™ at its highest video quality

Minimum Windows Requirements
  • Intel Pentium 4 2.33GHz or higher or equivalent AMD processor with a minimum of 512MB of memory and 64MB of video RAM.
  • One of the following operating systems: Windows 7, Windows XP, Windows Vista, or Windows Media Center Edition
  • Microsoft Internet Explorer 6 with Service Pack 2 or above, or Firefox v1.5 or above:
          - IE: http://www.microsoft.com/ie
          - Firefox: http://www.mozilla.com/firefox
  • Macromedia Flash Player 10.1:  http://www.adobe.com/products/flash/about/
  • Video adapter and monitor: Super VGA (1024x768) or higher.

Minimum Mac Requirements
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Technical Troubleshooting:


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Why can't I access any live game video on my iPod or iPhone?

In order to access live game video you need to have your location settings on. Go to "Location Services" within your device's "Settings" section and make sure the app is set to on. In order for the new setting to take effect you must completely shut out of the app and relaunch it.

Why do some of my games say "Waiting For Feed" in NHL GAMECENTER LIVE™?

When "Waiting For Feed" appears in NHL GameCenter LIVE™, it means that the game is coming soon, but no live feed is available from the arena yet. Typically, live feeds become available 10-15 minutes before the game, so check back at that time to begin watching the broadcast.

Why do some of my games say "No Feed" in NHL GAMECENTER LIVE™?

When "No Feed" appears in NHL GameCenter LIVE™, it means that the video feed is not available for that particular game due to that game not having televised coverage.

Why is my video not playing?

Make sure you have pressed the play button for your video and wait a minute or two. If you still cannot play the video then your issue may be due to the following:
  • Low Hard Drive Space - Windows temporarily stores videos on your hard drive for play back. Make sure you have at least 300 Megabytes of space free
  • Low Memory - if your computer has less then the minimum 256 MB of memory or you are running many applications at the same time, close other applications before playing a video
  • Low Bandwidth - it is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Contact your internet provider if you suspect you are getting less than this speed

Why are my videos taking so long to start and/or not playing smoothly?

NHL GameCenter LIVE™'s Adaptive feature will 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 400 Kbps or 800 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.

I selected a video but it's not playing. What should I do?

An antivirus or content filtering application, or firewall, may be running. Either disable these types of services or consult the documentation for the application to understand how to configure it to not affect the player's ability to function properly.

The live game notifications in the scoreboard appear to be delayed. What should I do?

NHL GameCenter LIVE™ uses internet based connections to display the game events that you see in the scoreboard, play-by-play commentary in the ice tracker, and real-time stats in the ice tracker and stats section of the experience. From time to time, your internet connection may be interrupted causing the notifications and other updates to be delayed. If the information does not appear to be updating as it should, you can refresh your connection by using the Scores "On" and "Off" controls. You may also try closing and reopening the particular section that appears to be delayed.

After I sign in and click on a game, I only get a spinning circle (or empty black screen or white screen). What should I do?

This may be related to a web browser media player plugin issue, follow these steps to resolve:
  • First step, 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, ***restart your computer***
  • Finally, download/install Flash directly from Adobe's website: http://get.adobe.com/flashplayer/


NHL GameCenter™ Premium:


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What is NHL GameCenter™ Premium?

NHL GameCenter™ Premium is an online service accessed through the NHL GameCenter™ section of NHL.com, offering live game audio from all team's radio broadcasts with no blackouts. Plus, subscribers will receive video highlights of top plays during live games (blackouts and other limitations apply to in-game highlights).

How do I cancel my account?

If you are dissatisfied with your NHL GameCenter™ Premium broadband account, you may cancel within 5 days of the initial payment and your account will be refunded the amount of the payment. After the 5 day cancellation period, no cancellations or refunds will be granted. Purchases of the NHL GameCenter™ Premium iPad and iPhone apps are subject to Apple's no refund policy.

NHL GameCenter™ Premium Cancellation Policy

Subject to applicable laws, if you are a subscriber to any NHL GameCenter™ Premium package purchased at nhl.com/gamecenterpremium (does not include purchases of the NHL GameCenter™ Premium iPad app), you may cancel your subscription to NHL GameCenter™ Premium within 5 days of subscribing, and receive a refund equal to the payment amount; provided that if you sign up for NHL GameCenter™ Premium again after cancelling, NHL ICE reserves the right to deny further cancellation requests. You may cancel your subscription by contacting customer support. NHL ICE may cancel your subscription to NHL GameCenter™ Premium at any time without notice for conduct that NHL ICE believes, in its sole discretion, violates the Terms of Service, including, without limitation, conduct that NHL ICE believes is harmful to other subscribers, NHL ICE's business or other information providers.

How do I contact customer service?

For additional questions on billing, making updates to your account information, or for technical support, please contact our customer service at 866-210-6349 if located in North America or +1-407-708-1356 if located outside North America between the hours of 9am to 2am ET.

For your convenience, you may also submit your request online by visiting our Customer Service Page. Your inquiry will be responded to within 24 hours.

CONTACT CUSTOMER SUPPORT
EMAIL
CHAT WITH AN AGENT
CALL: North America: 866-210-6349
International: 407-708-1356