« Network Online Homepage  
SUBSCRIBE SCHEDULE SUPPORT  

2012 NFL NETWORK ONLINE CUSTOMER SUPPORT

Contents


 
Billing and Registration
Technical
Your Account
Restrictions
Contact Us

Billing and Registration
[Back to Top]
  1. Creating an Account
    1. Do I have to create an account to purchase NFL Network Online?
    2. How do I create an NFL.com account?
    3. What does "username is not available" mean?
    4. What should I do if my e-mail address is already in use?
    5. Why do I have to verify my account?
  2. Payment Options
    1. How can I pay for NFL Network Online?
    2. Can I pay for NFL Network Online in installments?
  3. Subscriptions
    1. What is included in the NFL Network Online "3 for 2" subscription?
    2. What is included in the NFL Network Online Monthly subscription?
    3. When will I be billed for my NFL Network Online subscription?
    4. Does NFL Network Online include on-demand content?
    5. Can I watch NFL Network Online on my mobile or tablet device?
    6. I purchased an NFL Network Online subscription but want to upgrade to a different package. What do I do?
  4. Refunds
    1. I have questions about charges on my account for NFL Network Online. Who can I contact?
    2. I have a charge on my account for an NFL subscription. Why was I charged?
    3. I am not satisfied with NFL Network Online. How can I get a refund?
    4. What is the refund policy for NFL Network Online?
  5. Promo Codes
    1. I have a promo code. How do I redeem it to get a discount?
    2. I just purchased a subscription, but forgot to enter a promo code. Can I still redeem it?

Billing and Registration
  1. Creating an Account
    1. Do I have to create an account in order to purchase NFL Network Online?

      A: Yes, you will need a valid NFL.com account to purchase or access NFL.com subscription products. You may use an existing NFL.com account or sign up for a new user account to complete the purchase process.
    2. How do I create an NFL.com account?

      A: You can either create an NFL.com account by clicking "Register" in the upper-right corner at NFL.com, or when attempting to purchase NFL Network Online, you will be prompted to create an account.
    3. What does "Username is not available" mean?

      A. Unfortunately, either another Fan has already chosen the username you were trying to register, or the username is prohibited.
    4. What should I do if my e-mail address is already in use?

      A. Most likely, you previously signed up for an NFL.com account. Please click the "Forgot my password" link to retrieve your password.
    5. Why do I have to verify my account?

      A: For security purposes and in order to use all of the features of NFL.com or purchase NFL Network Online, you will need to provide a valid e-mail address to ensure we can deliver important messages to you.

  2. Payment Options
    1. How can I pay for NFL Network Online?

      A: You may use any major Credit Card (e.g. Visa, MasterCard, American Express, Discovery Network) as a payment method.
    2. Can I pay for NFL Network Online in installments?

      A: No, you can either pay the full price for the "3 for 2" subscription, or purchase a Monthly subscription to NFL Network Online.

  3. Subscriptions
    1. What is included in the NFL Network Online "3 for 2" subscription?

      A: The "3 for 2" NFL Network Online subscription includes a live stream of NFL Network 24 hours a day with DVR controls for three months. NFL Network offers original programming including NFL Total Access, NFL Playbook, Sound FX, Coaches Show, and NFL GameDay Final. NFL Network also has full coverage of Thursday Night Football games, Preseason games*, and offseason events such as the NFL Draft and NFL Scouting Combine.

      *Not all Preseason games shown live.
    2. What is included in the NFL Network Online Monthly subscription?

      A: The Monthly subscription to NFL Network Online includes a live stream of NFL Network 24 hours a day with DVR controls on a monthly basis. NFL Network offers original programming including NFL Total Access, NFL Playbook, Sound FX, Coaches Show, and NFL GameDay Final. NFL Network also has full coverage of Thursday Night Football games, Preseason games*, and offseason events such as the NFL Draft and NFL Scouting Combine.

      *Not all Preseason games shown live.
    3. When will I be billed for my NFL Network Online subscription?

      A: For NFL Network Online Monthly subscriptions, you will be billed monthly upon sign-up during each month at the published monthly rate (subject to change). Your subscription will automatically renew each month, unless you elect to cancel your subscription in accordance with the applicable instructions. To cancel your monthly subscription or the automatic renewal feature at any time, send an e-mail to nflnonline.support@nfl.com or log on to http://nfl.com/subscriptionsupport. Cancellation will become effective as of the next monthly billing cycle following receipt.

      For NFL Network Online "3 for 2" Subscriptions, you will be billed once upon sign-up at two times the published monthly rate (subject to change). Your "3 for 2" subscription will cover three (3) months of service from the date you are initially charged. Your "3 for 2" subscription will automatically renew on a month-to-month basis at the published monthly subscription rate (subject to change) at the conclusion of the three (3)-month term, unless you signified otherwise in accordance with the applicable instructions. To cancel your subsequent monthly subscription or the automatic renewal feature at any time, send an e-mail to nflnonline.support@nfl.com or log on to http://nfl.com/subscriptionsupport. Cancellation will become effective as of the next monthly billing cycle following receipt.
    4. Does NFL Network Online include on-demand content?

      A: No, NFL Network Online does not include on-demand content. The DVR controls allow you to rewind up to 2 hours back into the live stream and view programs you've missed. You can see the full online NFL Network schedule at http://www.nfl.com/nflnetwork/networkschedule.
    5. Can I watch NFL Network Online on my mobile or tablet device?

      A: The NFL Network Online subscription does not include mobile or tablet access through any of NFL’s mobile applications at this time.
    6. I purchased an NFL Network Online subscription but want to upgrade to a different package. What do I do?

      A: To modify your subscription package, please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

  4. Refunds
    1. I have questions about charges on my account for NFL Network Online. Who can I contact?

      A: Please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
    2. I have a charge on my account for an NFL subscription. Why was I charged?

      A: You are likely enrolled in the monthly auto-renewal option for your subscription. Auto-renewals for NFL Network Online subscriptions are processed on or around your monthly billing date each month. If you would like to opt out of your auto-renewal subscription, please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
    3. I am not satisfied with NFL Network Online. How can I get a refund?

      A: To process a refund for dissatisfaction with NFL Network Online, please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
    4. What is the refund Policy for NFL Network Online?

      A: You will be eligible for a refund if you cancel within seven (7) days of the purchase or monthly auto-renewal date, or your subscription is canceled by us. For all the details regarding refunds, please review our Terms & Conditions. To process a refund, please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

  5. Promo Codes
    1. I have a promo code. How do I redeem it to get a discount?

      A: After selecting which NFL Network Online subscription you want to purchase, enter your promo code in the "Promo Code" field in the order summary. Click "Redeem" and your price will change to reflect the promotion.
    2. I just purchased a subscription, but forgot to enter a promo code. Can I still redeem it?

      A. To process a promo code for a missed promotion, please contact customer support. You can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

Technical
[Back to Top]
  1. System Requirements
    1. What are the minimum system requirements?
    2. What are the minimum requirements for Windows computers?
    3. What are the minimum requirements for Mac computers?
  2. Trouble Shooting
    1. 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?
    2. Why are my videos taking so long to start or very choppy?
    3. How do I receive help during games?
    4. Why is my video not playing?
    5. My internet connection is much faster than the recommended minimum speeds. Why is my video still choppy or low quality?

Technical
  1. System Requirements
    1. What are the minimum system requirements?

      A: A broadband internet connection (DSL/cable or higher) of 750 kbps or higher is needed for NFL Network Online. If you have an internet connection speed of 2.0 Mbps or higher and your computer meets the requirements below, you will be able to enjoy NFL Network Online at its highest video quality.
    2. What are the minimum system requirements for Windows computers?

      A: The minimum requirements for Windows computers are:

    3. What are the minimum requirements for Mac computers?

      A: The minimum requirements for Mac computers are:


  2. Trouble Shooting
    1. After I sign in, I only get a spinning circle (or empty black screen or white screen). What should I do?

      A: 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/
    2. Why are my videos taking so long to start or very choppy?

      A: This is most likely due to low internet bandwidth. It is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Make sure you are not downloading music, movies, or games at the same time as this consumes your bandwidth. Note that if you are on a shared network, other people may be consuming your bandwidth. For example if your children are using the web at the same time you are. Contact your internet provider if you suspect you are getting less internet bandwidth than you should.

      Note: To increase performance in the main video window, you can close the smaller video windows since they also can consume some bandwidth and CPU resources. Machines with slower CPU's running on slower networks can benefit by only playing the video in the main window.
    3. How do I receive help during games?

      A: For help during games, please contact customer support using the "Live Support" chat feature on the website http://nfl.com/subscriptionsupport or email us at nflnonline.support@nfl.com. E-mails will be answered promptly within 24 hours.
    4. Why is my video not playing?

      A: 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 Memory - if your computer has less than the minimum 512 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.
    5. My internet connection is much faster than the recommended minimum speeds. Why is my video still choppy or low quality?

      A: NFL Network Online features adaptive playback which dynamically adjusts the quality of the video stream you receive based on the speed of your connection. If your connection speed fluctuates (many factors can contribute to this such as network congestion during peak times and other devices sharing your connection) NFL Network Online detects this and lowers the quality of the video stream to ensure you can continue viewing the content without interruption. You can override this feature and choose which bit rate NFL Network Online delivers despite fluctuations with your connection through the following steps:

      • Launch NFL Network Online
      • Hover over the "Quality" setting indicator and uncheck "Best Available"
      • Manually select a bit rate appropriate for your connection

      NFL Network Online will now stream at the bit rate you chose. If your connection can't handle the bit rate you selected, you may experience choppiness in the video playback.

      If your video playback is choppy with "Best Available" checked in the video quality settings, this may be an issue with your computer's performance. Please try the following:

      • Make sure your computer is up to date with the latest patches and updates and your video card's drivers are current
      • Disable hardware acceleration as it can cause choppy video playback
      • Increase virtual memory as it can improve video playback
      • Check your anti-virus or firewall settings to make sure they allow traffic from NFL Network Online

      If you're unsure of how to do any of these things, please consult a qualified computer technician.

Your Account
[Back to Top]
  1. Logging in
    1. I already purchased a product. Why am I being asked to choose a product to purchase?
    2. Where do I log in to access NFL Network Online?
  2. Updating Account Information
    1. How do I update my account information?
  3. Updating Billing Information
    1. How do I update my billing information?
  4. Forgot Username or Password
    1. How do I retrieve my username or password?
  5. Canceling Your Account
    1. How do I cancel my account?

Your Account
  1. Logging in
    1. I already purchased a product. Why am I being asked to choose a product to purchase?

      A: If you arrive at a page that is asking you to select a product you have already purchased, you are likely NOT SIGNED-IN to NFL.com. Click on the "Already a Subscriber? Sign In" link at the top right of your screen to sign in and access NFL Network Online.
    2. Where do I log in to access NFL Network Online?

      A: You can log in to access your NFL Network Online subscription at nfl.com/nflnetworkonline.

  2. Updating Account Information
    1. How do I change my account information?

      A: Once logged-in, navigate to NFL.com/nflnetworkonline and click on the "My Account" link at the top of the page. Next, click on the "Update Account Information" link. Make the desired changes and the click "Submit" to save the changes.

  3. Updating Billing Information
    1. How do I update my billing information?

      A: Once logged-in, navigate to NFL.com/nflnetworkonline and click on the "My Account" link at the top of the page. Next, click on the "Update Billing Information" link. Make the desired changes and the click "Update" to save the changes.

  4. Forgot Username or Password
    1. How do I retrieve my username or password?

      A: From NFL.com/nflnetworkonline, when prompted for your username and password, click the "Forgot password?" link. Next, enter the e-mail address you used to create your account and click "Submit". You will receive an e-mail shortly with your password.

  5. Canceling Your Account
    1. How do I cancel my account?

      A: If you no longer wish to continue your NFL Network Online access, canceling your subscription is easy. To cancel, you can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

Restrictions
[Back to Top]
  1. Territories
    1. Are there any places where I cannot purchase NFL Network Online?
    2. I purchased NFL Network Online and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Network Online subscription?
    3. I am getting 'unavailable in your area' messaging in an available territory. What do I do?
  2. For users accessing from Canada
    1. Is NFL Network Online available in Canada?

Restrictions
  1. Territories
    1. Are there any places where I cannot purchase NFL Network Online?

      A: NFL Network Online is only available to users located outside the United States, Canada, Mexico, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths (including American Samoa, Guam, Puerto Rico and the U.S. Virgin Islands) (collectively, the "NFL Network Online Excluded Territories"). You are not authorized to use NFL Network Online if you are located in any of the NFL Network Online Excluded Territories.
    2. I purchased NFL Network Online and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Network Online subscription?

      A: Yes, you will be able to access NFL Network Online when you travel to other territories outside the United States, Mexico, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths. For more information, please see our Restrictions FAQ.
    3. I am getting 'unavailable in your area' messaging in an available territory. What do I do?

      A: This may be caused by your IP address resolving to the wrong location. Please contact customer support with your IP address (which you can identify through a number of free web services if you don’t know it) and they will be able to fix your account to give you access, provided you are not accessing from an NFL Network Online Excluded Territory.

      To contact customer support, you can:

      • Send an e-mail to nflnonline.support@nfl.com
      • Call customer support (any time from 12:00pm ET to 10:00pm ET) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport

  2. For users accessing from Canada
    1. Is NFL Network Online available in Canada?

      A: No. subscribers in Canada are not able to purchase NFL Network Online. To watch NFL Network programming, please contact your cable or satellite provider.


Contact Us
[Back to Top]