PRODUCT OVERVIEW - TECHNICAL REQUIREMENTS - ACCOUNT & BILLING QUESTIONS - TECHNICAL TROUBLESHOOTING - GETTING FURTHER SUPPORT
- What content is available via the iihfworlds2011.tv service?
- Do I have to purchase the entire package or can I just purchase individual items?
- What is a "webcast"?
- How do I purchase a game?
- From what countries/regions can I access games?
- When will replays of webcasts be available later for "on demand" access?
- How do I watch a game once the live webcast begins?
What content is available via the iihfworlds2011.tv service?
All matches of 2011 tournament are available to watch live.
Do I have to purchase the entire package or can I just purchase individual items?
You can purchase three different packages. Season pass to watch all tournament, Team pass to follow your team during the whole tournament or Pay per view to watch a single game.
What is a "webcast"?
A "webcast" is an Internet video stream viewable on your computer. It is not a VHS or DVD purchase. Live webcasts are like a TV broadcast in that you cannot pause, rewind or fast forward them. An "on demand" webcast can be played at any time and is similar to playing a VHS or DVD that you can pause, fast forward, rewind and restart.
How do I purchase a game?
There are different ways to purchase a game. Jou can just click on the game you want to watch and you will be redirected to purchase page or you can click buy/watch button next to game you want to purchase under schedule tab and follow instructions. Please make sure that your computer and Internet connection meet our minimum system requirements before you make your purchase so that you have the best experience possible. We don't offer refunds if you purchase our content and later realize your computer does not meet our system requirements.
From what countries/regions can I access games?
You can access the games from any countries with the following exceptions:
Sweden, Denmark, Norway, Latvia, Lithuania, Estonia, Russia, Germany, USA and France.
When will replays of webcasts be available later for "on demand" access?
Full game replays will be available within 30 and 60 minutes from the completion of each game, on average.
How do I watch a game once the live webcast begins?
You can purchase the package in advance and start watching a game as soon as the game is available live on the media page or you can buy a game that it is actually live at the moment and once your order has been processed you can start watching the game right away.
- What are the minimum system requirements?
- How many computers can I use to access games?
- Do I have to install any special software to view games?
- Can I use dial-up Internet access?
- What are the dimensions of the video window and the streaming bit rate?
- Can I save Streaming content on my computer?
What are the minimum system requirements?
- Windows XP, Mac OS X 10.5 or Ubuntu 9.04;
-
Internet Explorer 8, Safari 3;
-
FireFox 3 or higher, Opera 9.5 or higher, Chrome 2.0 or higher are compatible but not fully supported.
- Flash Player 10.0 or higher plugin;
- A broadband Internet connection of at least 1 Mbps;
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Internet Explorer's "Privacy" and "Security" settings set to the default "Medium" setting.
How many computers can I use to access games?
You can access from one computer at time.
Do I have to install any special software to view games?
There is no special software necessary to play games content, other than what is listed as our minimum system requirements.
Can I use dial-up Internet access?
A dial-up connection is not recommended because our video streams are at about 800 kbps, and a dial-up Internet connection is only 56 kbps or slower. We recommend you have a minimum Internet connection of at least 1Mbps to enjoy our service.
What are the dimensions of the video window and the streaming bit rate?
The default video window will be 640 x 360 and the streaming bit rate will be approximately 800kbps. You can expand the video to full screen mode but image resolution may degrade and this may also slow down your frame refresh rate.
Can I save Streaming content on my computer?
No, our content is only delivered as a streaming media file and does not allow for saving the file to your computer.
- What forms of payment do you accept?
- How will charges appear on my credit card?
- Can you tell me how much I will be charged in my local currency if I am using a non-US Dollar payment card?
- What can I do if my credit card is declined and I think it's a mistake?
- What if I want a refund for a webcast product or package?
- How can I view my purchase history?
- How can I retrieve my password if I forget it?
- How can I change my password?
- How can I change my email address or username?
- How can I change my payment card details on file for future purchases?
What forms of payment do you accept?
We accept payments made via our website with cards displaying the following logos: Visa, Master Card and American Express. We cannot accept payments via PayPal, check, money order, by mail or phone, or in any other form.
How will charges appear on my credit card?
Our charges will appear as Infront AMS. You may also see a temporary "authorization hold" of €1 or $1 for each time you clicked the "Buy" button, even if the charge was declined. Temporary authorization holds on funds will be removed automatically by your bank after several days. Unfortunately, we cannot assist you in getting these holds on your funds removed sooner.
Can you tell me how much I will be charged in my local currency if I am using a non-US Dollar payment card?
We cannot do a currency conversion for you. You can determine this for yourself using one of the many free currency conversion tools on the Internet. You can locate one of these tools via a search engine like Google.
What can I do if my credit card is declined and I think it's a mistake?
We use a third party credit card verification company to authorize all credit card transactions. If a credit card is declined, we do not know the reason nor can we assist you further with getting it approved. For international cardholders, the declines are often due to problems matching up international addresses with credit card billing records. We suggest that you try to enter the credit card information again exactly as it appears on your credit card bill or try to use another card if possible. Unfortunately, we cannot assist you further with this if the system does not approve your purchase. You are welcome to try to use another credit card.
What if I want a refund for a webcast product or package?
Our refund policy is similar to the refund policy when purchasing any piece of software or other media like a CD or DVD at a store: there are no refunds once you open the package. Therefore, our refund policy is as follows:
For live event webcast products:
Requested before live webcast takes place: 100%
Requested after live webcast takes place: No refunds
For "on demand" webcast products: No refunds
How can I view my purchase history?
You can view your purchase history in the account section of the website.
How can I retrieve my password if I forget it?
If you forget your password, click the "Forgot Password" link located on the login screen to have it sent to your registered e-mail address. If you have a spam filter running (often enabled by default on AOL, Hotmail, EarthLink and Yahoo), please check your "spam", "bulk", or "junk" mail folder if the email does not arrive.
How can I change my password?
You can change your password in the account section of the website.
How can I change my email address or username?
You can change your email address in the account section of the website.
How can I change my payment card details on file for future purchases?
You can change your payment card details next time you make a purchase. You can also access your payment card details in the account section of the website.
- Why does your webpage look odd or not work right with other web browsers like AOL, Firefox, Netscape, Opera, etc?
- Why am I being asked to login over and over again, or to buy the same package when I already bought it?
- Why am I hearing some sound but my video is choppy, frozen or missing entirely?
Why does your webpage look odd or not work right with other web browsers like AOL, Firefox, Netscape, Opera, etc?
Each web browser handles web pages slightly differently and this makes it hard to give every user a great experience across all web browsers. Therefore, we decided to design our service specifically to work with the stand-alone version of Internet Explorer and Safari.
Why am I being asked to login over and over again, or to buy the same package when I already bought it (Internet Explorer only)?
This is often caused by problems with your computer's cookie management. We suggest you clear your cookies, temporary Internet files and lower your Internet Explorer Privacy settings:
In the menu area at the top of the Internet Explorer (IE) window, click "Tools"
In the list that appears, choose "Internet Options"
In the window that opens, the "General" tab will be the first tab displayed.
Please select the "Security" tab.
In the "Security level for this zone" section, click and raise the slider bar to "High"
If there is no slider bar present, click "Custom Level"
A "Security Settings" window will open.
In the "Reset custom settings", select Medium and click "Reset"
In the Warning window, click "Yes"
Click "OK" to close the "Security Settings" window.
Click "Default Level" below the slider bar.
Please click "Apply" in the main "Internet Options" window.
This will reset your Privacy settings to Medium.
Please select the "Privacy" tab.
In the "Settings" section, click and raise the slider bar to "High"
Click "Default" below the slider bar.
Please click "Apply" in the main "Internet Options" window.
This will reset your Privacy settings to Medium.
Close all instances of the Internet Explorer browser and then launch a new Internet Explorer browser to access our content.
Why am I hearing some sound but my video is choppy, frozen or missing entirely?
If you have a broadband connection of at least 1Mbps but still have poor video quality, excessive buffering, or a total lack of video, this can be due to a lack of computer processing power or general traffic congestion on the Internet. Try not to run other applications while accessing streaming media.
Also, if you are accessing the video through a Local Area Network (LAN), you may experience excessive buffering or connectivity delays as a result of network congestion from the other users on your LAN.
- What kinds of support are available?
- How quick will your support staff reply to my email?
- How do I contact your support staff?
What kinds of support are available?
An interactive help is available under help section. If you could't get your answer you can write to iihf-support@infrontams.tv
How quick will your support staff reply to my email?
Our billing and technical support staff will respond to emails within 2 business days. If you have a spam filter running (often enabled by default on AOL, Hotmail, EarthLink and Yahoo), please check your"spam", "bulk", or "junk" mail folder in the event that your spam filter intercepts our reply to your email. If you email us and then also contact our live text chat support staff before we've replied to your email, please let our support staff know that you also have an email pending in the support queue.
How do I contact your support staff?
Just click iihf-support@infrontams.tv to contact our support staff if this FAQ didn't answer your questions. We are eager to help you have the best experience with our service possible!