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2011 NFL GAME PASS CUSTOMER SUPPORT

Contents


 
Billing and Registration
Technical
Your Account
Mobile
Restrictions
Contact Us

Billing and Registration
[Back to Top]
  1. Creating an Account
    1. Do I have to create an account to purchase NFL Game Pass?
    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 Game Pass?
    2. Can I pay for NFL Game Pass in installments?
    3. When will I be billed if I elect to purchase NFL Game Pass – Season or NFL Game Pass – Season Plus subscriptions in installments?
    4. How do I pay with a different currency?
    5. I am paying with a JCB card and have selected a different currency. Why can't I pay with the selected currency?
  3. Subscriptions
    1. What is included with NFL Game Pass – Season Plus?
    2. What is included with NFL Game Pass – Season?
    3. What is included with NFL Game Pass – Follow Your Team?
    4. What is included with NFL Game Pass – Monthly?
    5. What is included with NFL Game Pass – Weekly?
    6. When will Coaches Film be available in NFL Game Pass?
    7. When will Condensed Games be available in NFL Game Pass?
    8. Which NFL Network shows are available as archived content in NFL Game Pass?
    9. What historical NFL games can I watch in NFL Game Pass?
    10. Do historical games include Big Play Markers?
    11. I purchased an NFL Game Pass subscription but want to upgrade to a different package. What do I do?
  4. Auto-renewals
    1. What is the auto-renewal policy for NFL Game Pass – Season Plus?
    2. What is the auto-renewal policy for NFL Game Pass – Season?
    3. What is the auto-renewal policy for NFL Game Pass – Follow Your Team?
    4. What is the auto-renewal policy for NFL Game Pass – Monthly?
    5. What is the auto-renewal policy for NFL Game Pass – Weekly?
    6. How do I cancel auto-renewal for my subscription?
    7. When will I be billed for my Season Plus, Season, or Follow Your Team subscription auto-renewal?
  5. Free Trials
    1. When are Free Trials available?
    2. Why do I have to submit my billing information for a Free Trial?
    3. I tried signing up for a Free Trial, but it says I'm not eligible. What do I do?
    4. I meant to cancel my Free Trial, but forgot. How do I cancel it?
    5. I signed up for a Free Trial but never received any emails or notifications. I now have a charge on my account. Why was I charged?
  6. Refunds
    1. I have questions about charges on my account for NFL Game Pass. 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 Game Pass. How can I get a refund?
    4. I purchased NFL Game Pass as a gift and the recipient doesn't want it. How can I get a refund?
    5. What is the refund policy for NFL Game Pass?
  7. 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 to purchase NFL Game Pass?

      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 Game Pass, 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 Game Pass, 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 Game Pass?

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

      A: Yes, instead of making one payment when you purchase NFL Game Pass – Season Plus or NFL Game Pass – Season subscriptions, you have the option of paying the full-season price in a set amount of equal monthly installments. The number of installments varies throughout the season and will be determined at the time of purchase.

      Please note that you are not purchasing a monthly subscription, and are agreeing to pay the full price of the Season or Season Plus subscription. You can cancel your subscription at any time. However, you will still be responsible for paying the remaining unpaid balance of the Season or Season Plus subscription if you cancel before paying all of the installments. For all the details regarding paying via installments, please review our Terms & Conditions
    3. When will I be billed if I elect to purchase NFL Game Pass – Season Plus or NFL Game Pass – Season subscriptions in installments?

      A: The first installment will be billed immediately upon purchasing a subscription and the remaining number of installments will be billed on a monthly basis (approximately every 30 days) thereafter until your total subscription price has been paid. For all the details regarding paying via installments, please review our Terms & Conditions.
    4. How do I pay with a different currency?

      A: You can select the currency you wish to pay with from the drop-down menu above the subscription package descriptions on the purchasing page.
    5. I am paying with a JCB card and have selected a different currency. Why can't I pay with the selected currency?

      A: If you are paying with a JCB card, the only currency you can pay with is $USD.

  3. Subscriptions
    1. What is included with NFL Game Pass – Season Plus?

      A: NFL Game Pass – Season Plus includes access to live 2012 Preseason, Regular Season, and Playoff games including Super Bowl XLVII live on your computer, mobile, and tablet devices. You also get access to: Condensed Games, Coaches Film for every play in 2012, Big Play Markers, DVR controls, keyboard shortcuts, live scores and stats, chat, high-definition video, live NFL Network coverage of NFL Combine, NFL Draft, and Training Camp throughout the entire Offseason, NFL RedZone live on Sundays, archived NFL Network shows and NFL RedZone episodes, select classic Super Bowl games, home and away audio for select games when available, picture-in-picture and multi-view game modes, and access to any 2009-2011 games. Mobile and tablet access requires download of the NFL Game Pass app from the iTunes Store or Google Play; learn more here. Certain blackout restrictions apply. To see all NFL Game Pass restrictions click here. Access begins when you purchase and ends 31 July 2013.

      Mobile and Tablet access and NFL Network programming is not available in Canada.

      Live Playoff games are not available with NFL Game Pass for users located in Canada, UK, and Republic of Ireland.
    2. What is included with NFL Game Pass – Season?

      A: NFL Game Pass - Season includes access to live 2012 Preseason and Regular Season games on your computer, mobile, and tablet devices. You also get access to: Condensed Games, Coaches Film for select plays, Big Play Markers, DVR controls, keyboard shortcuts, live scores and stats, chat, high-definition video, live NFL Network stream, NFL RedZone live on Sundays, archived NFL Network shows and NFL RedZone episodes, select classic Super Bowl games, home and away audio for select games when available, picture-in-picture and multi-view game modes, and access to any 2009-2011 games. Mobile and tablet access requires download of the NFL Game Pass app from the iTunes Store or Google Play; learn more here. Certain blackout restrictions apply. To see all NFL Game Pass restrictions click here. Access begins when you purchase and ends 4 January 2013.

      Mobile and Tablet access and NFL Network programming is not available in Canada.
    3. What is included with NFL Game Pass – Follow Your Team?

      A: NFL Game Pass – Follow Your Team includes access to your favorite team's live 2012 Preseason and Regular Season games on your computer. You also get access to: Condensed Games for your team's games, Coaches Film on select plays for your team's games, DVR controls, Big Play Markers, keyboard shortcuts, live scores and stats, chat, high-definition video, home and away audio for select games when available, picture-in-picture and multi-view game modes, and access to your team's 2009-2011 games. Certain blackout restrictions apply. To see all NFL Game Pass restrictions click here. The "Follow Your Team Season" subscription is only available in select territories. Access begins when you purchase and ends 4 January 2013.

      Mobile and Tablet access and NFL Network programming is not available in Canada.
    4. What is included with NFL Game Pass – Monthly?

      A: NFL Game Pass – Monthly includes all the access and features of NFL Game Pass – Season for 30 days. Access begins when you purchase and ends after 30 days.

      Mobile and Tablet access and NFL Network programming is not available in Canada.
    5. What is included with NFL Game Pass – Weekly?

      A: NFL Game Pass – Weekly includes all the access and features of NFL Game Pass – Season for 7 days. Access begins when you purchase and ends after 7 days.

      Mobile and Tablet access and NFL Network programming is not available in Canada.
    6. When will Coaches Film be available in NFL Game Pass?

      A: Coaches Film will be available in NFL Game Pass on Wednesday by 12pm ET. All games from a given week (including Thursday, Saturday, Sunday and Monday Night Football) will be posted at this time.
    7. When will Condensed Games be available in NFL Game Pass?

      A: Games played on Sunday (1pm ET and 4pm ET) will have the Condensed versions available in NFL Game Pass following the conclusion of Sunday Night Football. Monday, Thursday and Sunday Night games as well as U.S. Thanksgiving Day games will be available shortly after the conclusion of the telecasts.
    8. Which NFL Network shows are available as archived content in NFL Game Pass?

      A: The currently available archived NFL Network shows in NFL Game Pass are Playbook, NFL GameDay Final, NFL Total Access, Sound FX, The Coaches Show, No Huddle, and NFL Top 100 Players of 2012.

      NFL Network is not available in Canada.
    9. What historical NFL games can I watch in NFL Game Pass?

      A: You can watch select Super Bowl games featuring some of the classic matchups in NFL history, commercial-free.
    10. Do historical games include Big Play Markers?

      A: No, historical games do not include Big Play Markers.
    11. I purchased an NFL Game Pass 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 gamepass.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. Auto-renewals
    1. What is the auto-renewal policy for NFL Game Pass – Season Plus?

      A: For NFL Game Pass – Season Plus subscribers, your subscription will automatically renew giving subscribers the benefit of not having to worry about signing up for NFL Game Pass year after year. Your subscription will automatically renew in advance of the start of the next NFL Regular Season so that you can enjoy uninterrupted access to NFL Game Pass. You may opt out of auto-renewal billing at any time.
    2. What is the auto-renewal policy for NFL Game Pass – Season?

      A: For NFL Game Pass – Season subscribers, your subscription will automatically renew giving subscribers the benefit of not having to worry about signing up for NFL Game Pass year after year. Your subscription will automatically renew in advance of the start of the next NFL Regular Season so that you can enjoy uninterrupted access to NFL Game Pass. You may opt out of auto-renewal billing at any time.
    3. What is the auto-renewal policy for NFL Game Pass – Follow Your Team?

      A: For NFL Game Pass – Follow Your Team subscribers, your subscription will automatically renew giving subscribers the benefit of not having to worry about signing up for NFL Game Pass year after year. Your subscription will automatically renew in advance of the start of the next NFL Regular Season so that you can enjoy uninterrupted access to NFL Game Pass. You may opt out of auto-renewal billing at any time.
    4. What is the auto-renewal policy for NFL Game Pass – Monthly?

      A: For NFL Game Pass – Monthly subscribers, your subscription will automatically renew and you will be auto-billed each month while you choose to continue your subscription. You can cancel your subscription at any time.
    5. What is the auto-renewal policy for NFL Game Pass Weekly subscription?

      A: For NFL Game Pass – Weekly subscribers, your subscription will not automatically renew week after week. To continue accessing NFL Game Pass, you will need to purchase another Weekly, Monthly, or Season subscription.
    6. How do I cancel auto-renewal for my subscription?

      A: You can cancel auto-renewal for your NFL Game Pass Season subscription at any time before it auto-renews on or about August 1st.

      Monthly subscriptions auto-renew on a month-to-month basis. To cancel auto-renewal, you must cancel your Monthly subscription. You may cancel your Monthly subscription at any time.

      To cancel auto-renewal billing for your NFL Game Pass – Season Plus, Season, Follow Your Team subscriptions, or to cancel your Monthly subscription, please contact customer support. You can:

      • Send an e-mail to gamepass.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
    7. When will I be billed for my Season Plus, Season, or Follow Your Team subscription auto-renewal?

      A: You will be billed in advance of the start of the NFL season, on or about August 1.

  5. Free Trials
    1. When are Free Trials available?

      A: Free Trials may be offered at various times throughout the season. Please check nfl.com/gamepass periodically to see if a Free Trial is available.
    2. Why do I have to submit my billing information for a Free Trial?

      A: We collect your billing information to ensure you experience no interruption when your Free Trial ends and your NFL Game Pass subscription begins. You can cancel your Free Trial at any time by contacting customer support. You can:

      • Send an e-mail to gamepass.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 tried signing up for a Free Trial, but it says I'm not eligible. What do I do?

      A: Free Trials are only available once for each user. If you signed up for a Free Trial and canceled your subsequent subscription, you will not be able to receive any additional Free Trials.
    4. I meant to cancel my Free Trial, but forgot. How do I cancel it?

      A: To process your cancelation, please contact customer support. You can:

      • Send an e-mail to gamepass.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. I signed up for a Free Trial but never received any emails or notifications. I now have a charge on my account. Why was I charged?

      A: You most likely mistyped or used an invalid e-mail address and never received the notification e-mails we sent. Please contact customer support to resolve this issue. You can:

      • Send an e-mail to gamepass.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

  6. Refunds
    1. I have questions about charges on my account for NFL Game Pass. Who can I contact?

      A: Please contact customer support. You can:

      • Send an e-mail to gamepass.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: When you initially purchased NFL Game Pass, you likely selected the auto-renewal option for your subscription. Auto-renewals of NFL.com seasonal subscription products are processed prior to the beginning of the NFL Season each year. If you would like to opt out of your auto-renewal subscription, please contact customer support. You can:

      • Send an e-mail to gamepass.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 Game Pass. How can I get a refund?

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

      • Send an e-mail to gamepass.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. I purchased NFL Game Pass as a gift and the recipient doesn't want it. How can I get a refund?

      A: To process a refund for an unwanted gift subscription, please contact customer support. You can:

      • Send an e-mail to gamepass.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. What is the refund Policy for NFL Game Pass?

      A: You will be eligible for a refund if you purchased any subscription other than a Weekly subscription to NFL Game Pass and you cancel within seven (7) days of the purchase date, you subscribed to a Free Trial of NFL Game Pass and you cancel within seven (7) days after the Free Trial ends, your Season subscription annually auto-renewed and you cancel with 30 days of 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 gamepass.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

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

      A: After selecting which NFL Game Pass 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 gamepass.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 800 kbps or higher is needed for NFL Game Pass. If you have an internet connection speed of 3.0 Mbps or higher and your computer meets the requirements below, you will be able to enjoy NFL Game Pass at its highest video quality.
    2. What are the minimum requirements for Windows computers?

      A: The minimum requirements for Windows computers are:

      • Pentium 4 2.4GHz or higher or equivalent AMD processor with a minimum of 1GB of memory
      • One of the following operating systems: Windows 7, Windows XP SP2 or greater and Windows Vista
      • 32-bit Microsoft Internet Explorer 7 or later: http://www.microsoft.com/ie
      • 64-bit Microsoft Internet Explorer 8
      • Firefox 3.6 or later: http://www.mozilla.com/firefox
      • Chrome 12 or later
      • Adobe Flash Player 11.0 or later: http://www.adobe.com/products/flash/about/
      • Video adapter and monitor: 1280x800 resolution or higher, hardware acceleration-capable graphics card
    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 and click on a game, 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 gamepass.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 Game Pass 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 Game Pass 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 Game Pass delivers despite fluctuations with your connection through the following steps:

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

      NFL Game Pass 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 Game Pass

      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 Game Pass?
  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. Enter your username and password in the text fields at the top right of your screen to sign in and access NFL Game Pass.
    2. Where do I log in to access NFL Game Pass?

      A: You can log in to access your NFL Game Pass subscription at nfl.com/gamepass.

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

      A: Once logged-in, navigate to nfl.com/gamepass 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 then 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/gamepass 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 then click "Update" to save the changes.

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

      A: From nfl.com/gamepass, 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 Game Pass access, canceling your subscription is easy. To cancel, you can:

      • Send an e-mail to gamepass.support@nfl.com
      • Call customer support during business hours (from 9:00am PT to 7:00pm PT) at 407-936-0867
      • Chat with a customer service representative at http://nfl.com/subscriptionsupport
      • Use the online form found on your "My Account" page

Mobile
[Back to Top]
  1. Supported Devices
    1. Which devices are supported for NFL Game Pass Mobile?
    2. Is AirPlay for iOS devices supported?
    3. My mobile device isn't supported. When will more devices be supported?
  2. Subscriptions
    1. How much does NFL Game Pass Mobile cost?
    2. Why do I have to sign in to use NFL Game Pass Mobile?
    3. How do I purchase a subscription to NFL Game Pass?
    4. I purchased a subscription to NFL Game Pass Mobile within the app. Why can't I access NFL Game Pass on my computer?
    5. I downloaded NFL Game Pass Mobile. Why can't I access live streaming games?
    6. I downloaded the free NFL'12 app, but I can't find where to log in to NFL Game Pass. How do I log in?
  3. Technical
    1. Why is the video choppy or taking a long time to start on NFL Game Pass Mobile?
    2. Why is NFL Game Pass Mobile asking to use my location?
    3. I have an iPad 2 and have turned on location services. Why can't I access streaming video content within NFL Game Pass Mobile?
    4. I'm getting a message that my connection speed is insufficient for streaming video but I can still hear audio. What's going on?
    5. I keep getting a message that my session has timed out. What's going on?
    6. I created a password with 16 characters for NFL Game Pass but there is a 15 character limit for the password field for NFL Game Pass Mobile. What do I do?
  4. Restrictions
    1. Why can't I view streaming video on my computer and mobile device at the same time?
    2. I purchased NFL Game Pass and will be traveling out of the territory in which I purchased. Will I still be able to access NFL Game Pass Mobile?
    3. What restrictions are there for users from Canada?
    4. What restrictions are there for users from the UK?
    5. Do the same blackout restrictions for NFL Game Pass apply to NFL Game Pass Mobile?

Mobile
  1. Supported Devices
    1. Which devices are supported for NFL Game Pass Mobile?

      A: NFL Game Pass Mobile is currently supported on the following iOS devices: iPhone, iPod Touch and iPad, and on Android 2.1 and above for mobile phones and Android 3.0 and above for tablets.
    2. Is AirPlay for iOS devices supported?

      A: Yes, AirPlay for iOS devices is supported for use with NFL Game Pass Mobile. In order for AirPlay to work with your Apple TV, please make sure it's running firmware 4.3 or higher.
    3. My mobile device isn't supported. When will more devices be supported?

      A: The listed mobile devices are the only devices currently supported. There are no plans to support any more devices in 2011.

  2. Subscriptions
    1. How much does NFL Game Pass Mobile cost?

      A: NFL Game Pass Mobile is available as a free download to international users.* In order to watch live NFL games, a paid subscription to NFL Game Pass is required. There may be additional fees charged by your cell phone provider for data usage associated with your use of NFL Game Pass Mobile. Please contact your cell phone provider for details regarding their pricing policies.

      *NFL Game Pass is only available to users located outside the United States, Mexico, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths. NFL Game Pass mobile and tablet access is not available in Canada.
    2. Why do I have to sign in to use NFL Game Pass Mobile?

      A: NFL Game Pass Mobile requires a paid subscription to NFL Game Pass to view streaming video. You can purchase a subscription to NFL Game Pass at NFL.com/gamepass, or through an in-app purchase within NFL Game Pass Mobile.

      Reminder: access on more than one device with the same account information is prohibited (i.e. accessing on your PC and on your Tablet).
    3. How do I purchase a subscription to NFL Game Pass?

      A: You can purchase a subscription to NFL Game Pass at NFL.com/gamepass, or through an in-app purchase within NFL Game Pass Mobile.
    4. I purchased a subscription to NFL Game Pass Mobile within the app. Why can't I access NFL Game Pass on my computer?

      A: In order to access NFL Game Pass on your computer, you must first create an NFL.com account. To create an account, navigate to NFL.com and click "Register" in the upper-right corner of the screen.
    5. I downloaded NFL Game Pass Mobile. Why can't I access live streaming games?

      A: NFL Game Pass Mobile requires a paid subscription to NFL Game Pass to view streaming video. You can purchase a subscription to NFL Game Pass at NFL.com/gamepass, or through an in-app purchase within NFL Game Pass Mobile. Certain blackout restrictions apply in the UK.
    6. I downloaded the free NFL'12 app, but I can't find where to log in to NFL Game Pass. How do I log in?

      A: The NFL'12 iOS and Android app does not include access to your NFL Game Pass subscription. To access streaming video on your mobile and tablet device, you must download the standalone NFL Game Pass mobile app. Learn more on the NFL Game Pass Mobile page.

  3. Technical
    1. Why is the video choppy or taking a long time to start on NFL Game Pass Mobile?

      A: NFL Game Pass Mobile works best over 3G and Wi-Fi networks. Slower networks or internet connection speeds can reduce the video quality available in NFL Game Pass Mobile. Contact your ISP or mobile phone provider if you suspect you are getting less bandwidth than you should.
    2. Why is NFL Game Pass Mobile asking to use my location?

      A: Your current location is only used to determine which content NFL Game Pass Mobile delivers based on certain geographic restrictions. Your location data is never saved or shared with anyone outside of the NFL Game Pass Mobile operations team.

      To ensure location services is turned on, set "NFL Game Pass" to "On" in Settings->Location Services.
    3. I have an iPad 2 and have turned on location services. Why can't I access streaming video content within NFL Game Pass Mobile?

      A: There is a known issue with some iPad 2's in which location services stops working. To validate if you are having this issue, open "Maps" on your iPad 2. If Maps can determine your location, this issue can likely be resolved by contacting NFL Game Pass customer support. For further assistance, you can:

      • Send an e-mail to gamepass.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

      If Maps cannot determine your location, please contact Apple customer support for further assistance.
    4. I'm getting a message that my connection speed is insufficient for streaming video but I can still hear audio. What's going on?

      A: If you receive this message in NFL Game Pass Mobile, your connection speed is not currently fast enough to support streaming video. NFL Game Pass Mobile will still play the audio portion of the stream so you can listen without interruption to the game or program you were viewing.
    5. I keep getting a message that my session has timed out. What's going on?

      A: It is likely that you are logged in to more than one device (i.e. computer, smartphone or tablet) concurrently. Please make sure you're only using your NFL Game Pass account on one device at a time.
    6. I created a password with 16 characters for NFL Game Pass but there is a 15 character limit for the password field for NFL Game Pass Mobile. What do I do?

      A: The easiest solution is to change your password to one that is at most 15 characters. Navigate to NFL.com/gamepass and log in. Once logged in, click on "My Account" at the top of the page. Next, click the "Change Password" link. Type your new password into the "Password" and "Verify Password" text fields and then click "Continue". You will now be able to sign in with NFL Game Pass Mobile.

  4. Restrictions
    1. Why can't I view streaming video on my computer and mobile device at the same time?

      A: You can only access your NFL Game Pass subscription on one device at a time. If you are accessing NFL Game Pass on your computer you will not be able to view streaming video on your mobile device or tablet at the same time.
    2. I purchased NFL Game Pass and will be traveling out of the territory in which I purchased. Will I still be able to access NFL Game Pass Mobile?

      A: Most users will be able to access NFL Game Pass Mobile when traveling in territories outside the United States, Mexico, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths. However, note that if you are attempting to access NFL Game Pass Mobile in the UK or Canada, you will be subject to regional blackout restrictions in the UK and will not have access in Canada. For more information, please see our Restrictions FAQ.
    3. What restrictions are there for users from Canada?

      A: NFL Game Pass Mobile is not available in Canada.
    4. What restrictions are there for users from the UK?

      A: Weekly blackout restrictions apply to all subscriptions (Season, Monthly, Weekly and Follow Your Team) for locally televised games during both the 1pm ET and 4pm ET game windows on Sunday. These live game broadcasts will be blacked out in your area while the game is in progress. You will be able to watch them in the NFL Game Pass Mobile archives six (6) days after their conclusion. Monday, Thursday and Sunday Night games as well as U.S. Thanksgiving Day games will not be subject to black outs in the UK. Additional game restrictions may be added throughout the season due to regional broadcast rights.

      The NFL Playoffs are not available for live streaming within NFL Game Pass Mobile in the UK. All playoff games will be available as VOD content with the purchase of the Offseason Subscription in the UK. Playoff games, including the Super Bowl, will be available six (6) days after the conclusion of the game broadcast.
    5. Do the same blackout restrictions for NFL Game Pass apply to NFL Game Pass Mobile?

      A: Yes. Click here to review the full blackout restrictions.


Restrictions
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  1. Territories
    1. Are there any places where I cannot purchase NFL Game Pass?
    2. I purchased NFL Game Pass and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Game Pass subscription?
    3. I am getting 'unavailable in your area' messaging in an available territory. What do I do?
    4. I purchased NFL Game Pass but there are features I can't access. Why can't I use these features?
  2. For users accessing from Canada
    1. What restrictions apply to NFL Game Pass in Canada?
    2. Do I have access to NFL RedZone within NFL Game Pass in Canada?
    3. Do I have access to NFL Network within NFL Game Pass in Canada?
    4. I'm in Canada and I bought a product called NFL Sunday Ticket Online from Bell, Shaw Direct, or Shaw in Canada. Where can I find information about my product?
  3. For users accessing from the United Kingdom and Republic of Ireland
    1. What restrictions apply to NFL Game Pass in the UK and Republic of Ireland?
    2. Do I have access to NFL RedZone within NFL Game Pass in the UK and Republic of Ireland?
    3. Why isn't the game I want to watch available to be viewed in the NFL Game Pass archives?
  4. Blackouts
    1. Which games are blacked out this week?
    2. Why are some games blacked out?
    3. When will blacked-out games be made available in the NFL Game Pass archive?
    4. Do blackouts apply for Condensed Games?
  5. NFL RedZone
    1. Where is NFL RedZone available?
    2. I have an NFL Game Pass – Follow Your Team. Why can't I access NFL RedZone on Sundays?
  6. NFL Network
    1. Where is NFL Network available?
    2. I have NFL Game Pass – Follow Your Team. Why can't I access the live NFL Network stream?
  7. Coaches Film and Condensed Games
    1. The play that I want to watch does not have Coaches Film. Why not?
    2. What restrictions apply to the Condensed Game feature?
  8. Preseason
    1. Are NFL Preseason games available in NFL Game Pass?
    2. Can I choose which team's local broadcast I want to watch in NFL Game Pass during NFL Preseason games?
    3. During the NFL Preseason, why can't I access the U.S. commercials for certain games?
    4. Are Condensed Games available for Preseason games?
  9. Playoffs and Super Bowl Access
    1. Does NFL Game Pass include Playoff, Super Bowl, or Pro Bowl games?

Restrictions
  1. Territories
    1. Are there any places where I cannot purchase NFL Game Pass?

      A: NFL Game Pass is only available to users located outside the United States, 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 "Game Pass Excluded Territories"). You are not authorized to use NFL Game Pass if you are located in any of the NFL Game Pass Excluded Territories.
    2. I purchased NFL Game Pass and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Game Pass subscription?

      A: Most users will be able to access NFL Game Pass when traveling in territories outside the United States, Mexico, Bermuda, Antigua, the Bahamas, and any U.S. territories, possessions and commonwealths. However, note that if you are attempting to access NFL Game Pass in the UK or Canada, you will be subject to regional blackout restrictions in those territories. For more information, please see our Restrictions FAQ.

      Users that purchased Season Subscriptions in Spain, Australia and Brazil must upgrade their subscription in order to access NFL Game Pass outside of the territory in which they initially purchased. To upgrade your subscription or if you have any questions about this policy, please contact customer support.

      To contact customer support, you can:

      • Send an e-mail to gamepass.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 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 Game Pass Excluded Territory.

      To contact customer support, you can:

      • Send an e-mail to gamepass.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. I purchased NFL Game Pass but there are features I can't access. Why can't I use these features?

      A: Some features of NFL Game Pass are only available in certain subscription types (e.g., Premium subscriptions include full HD-quality video as compared to Basic subscriptions which stream at a lower bitrate). You can upgrade your package at any time to access the enhanced features. To modify your subscription package, please contact customer support. You can:

      • Send an e-mail to gamepass.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

      *Note: Not all subscriptions and features are available in all territories.

  2. For users accessing from Canada
    1. What restrictions apply to NFL Game Pass in Canada?

      A: All Sunday Night Football (including the NFL Kickoff game, which is played on the first Thursday of the regular season), Monday Night Football and live playoff games are not available in NFL Game Pass for live streaming, but these games will be available in the NFL Game Pass archives.

      The live stream of NFL Network is not available within NFL Game Pass in Canada.

      Regionally or locally televised games on Sundays will not be available in NFL Game Pass for live streaming. Although these live game broadcasts will be blacked out while the game is in progress, they will still be available in the NFL Game Pass game archives.

      NFL Playoff games are not available for live streaming in Canada. They will be made available as VOD content.
    2. Do I have access to NFL RedZone within NFL Game Pass in Canada?

      A: Yes, subscribers in Canada will have access to the live stream of NFL RedZone on Sunday afternoons during the NFL regular season.
    3. Do I have access to NFL Network within NFL Game Pass in Canada?

      A: No. subscribers in Canada will not have access to NFL Network within NFL Game Pass. To see NFL Network programming, contact your cable or satellite provider.
    4. I'm in Canada and I bought a product called NFL Sunday Ticket Online from Bell, Shaw Direct, or Shaw in Canada. Where can I find information about my product?

      A: If you purchased NFL Sunday Ticket Online from one of the Canadian cable or satellite providers above, please click the appropriate link below to find out more information about your product. NFL Sunday Ticket Online is a different product from NFL Game Pass and you will need to log in to your account at the applicable link below to access your account.

      Bell Customers - https://gamepass.nfl.com/nflgp/secure/sundayticketbell
      Shaw or Shaw Direct Customers - https://gamepass.nfl.com/nflgp/secure/sundayticketshawgo

  3. For Users accessing in the United Kingdom and Republic of Ireland
    1. What restrictions apply to NFL Game Pass in the UK and Republic of Ireland?

      A: Weekly blackout restrictions apply to all subscriptions (Season Plus, Season, Monthly, Weekly, and Follow Your Team) for locally televised games during both the 1pm ET and 4pm ET game windows on Sunday. These live game broadcasts will be blacked out in your area while the game is in progress. You will be able to watch them in the NFL Game Pass archives six (6) days after their conclusion. These blackout restrictions apply to the Condensed Game archives of the selected games as well. Monday, Thursday and Sunday Night games as well as U.S. Thanksgiving Day games will not be subject to black outs in the UK and Republic of Ireland. Additional game restrictions may be added throughout the season due to regional broadcast rights.

      The NFL Playoffs are not available for live streaming within NFL Game Pass in the UK and Republic of Ireland. Full replays of all Playoff games will be available as VOD content with the purchase of the NFL Game Pass – Season Plus or NFL Game Pass – Offseason subscriptions in the UK and Republic of Ireland. Playoff games, including the Super Bowl, will be available six (6) days after the conclusion of the game broadcast.
    2. Do I have access to NFL RedZone within NFL Game Pass in the UK and Republic of Ireland?

      A: Yes, subscribers in the UK and Republic of Ireland will have access to the live stream of NFL RedZone on Sunday afternoons during the NFL regular season.
    3. Why isn't the game I want to watch available to be viewed in the NFL Game Pass archives?

      A: Certain games that are televised locally are subject to a delay in posting to the NFL Game Pass archives. Games that are blacked out in the UK and Republic of Ireland during the Regular Season and Postseason will be made available in the NFL Game Pass archives six (6) days after the game's initial broadcast.

  4. Blackouts
    1. Which games are blacked out this week?

      A: To find out the latest on blackouts, please click the link below:

      http://gamepass.support.nfl.com/ViewArticle.dbml?DB_OEM_ID=22900&ATCLID=205459254
    2. Why are some games blacked out?

      A: Due to broadcast restrictions, games that are televised locally are subject to blackouts within NFL Game Pass. These games will, however, be made available in the NFL Game Pass archives.
    3. When will blacked-out games be made available in the NFL Game Pass archive?

      A: All blacked out games will be available following the conclusion of that game's original live broadcast – except for locally broadcast games in the UK and Republic of Ireland. Those games will be held from the NFL Game Pass archives for a period of six (6) days (applies to both Regular Season and Postseason games).
    4. Do blackouts apply for Condensed Games?

      A: For users in the United Kingdom and Republic of Ireland, the same Weekly blackout restrictions that apply for locally televised games during both the 1pm ET and 4pm ET game windows on Sunday, apply to the Condensed Game archives.

  5. NFL RedZone
    1. Where is NFL RedZone available?

      A: The NFL RedZone live stream is available during the Sunday afternoon (Eastern Time) games in all NFL Game Pass territories.
    2. I have NFL Game Pass – Follow Your Team. Why can't I access NFL RedZone on Sundays?

      A: NFL Game Pass – Follow Your Team subscribers do not have access to the live stream of NFL RedZone.

  6. NFL Network
    1. Where is NFL Network available?

      A: NFL Network live stream is available 24 hours a day, 7 days a week in all NFL Game Pass territories except Canada.
    2. I have an NFL Game Pass – Follow Your Team. Why can't I access the live NFL Network stream?

      A: NFL Game Pass – Follow Your Team subscribers do not have access to the live stream of NFL Network.

  7. Coaches Film and Condensed Games
    1. The play that I want to watch does not have Coaches Film. Why not?

      A: Coaches Film for every play in 2012 games is available exclusively for NFL Game Pass – Season Plus subscribers. All other NFL Game Pass subscriptions include access to 20 plays of each game.

      Coaches Film is not available for Preseason games.
    2. What restrictions apply to the Condensed Game feature?

      A: Blackouts apply to users in the United Kingdom and Republic of Ireland. For more information, see the Blackouts FAQ. NFL Game Pass – Follow Your Team subscribers can only access Condensed Games for the team in which they chose when registering.

  8. Preseason
    1. Are NFL Preseason games available in NFL Game Pass?

      A: Yes, live and archived NFL Preseason games are included with an NFL Game Pass subscription.
    2. Can I choose which team's local broadcast I want to watch in NFL Game Pass during NFL Preseason games?

      A: No, there will be only one feed available for each NFL Preseason broadcast within NFL Game Pass.
    3. During the NFL Preseason, why can't I access the U.S. commercials for certain games?

      A: Due to broadcast restrictions during preseason games, some live game streaming will not include commercials.
    4. Are Condensed Games available for Preseason games?

      A: Yes, Condensed Games will be made available for Preseason games.

  9. Playoffs and Super Bowl Access
    1. Does NFL Game Pass include Playoff, Super Bowl, or Pro Bowl games?

      A: NFL Game Pass – Season subscription only includes Preseason and Regular Season games and does not include Playoff games, the Super Bowl, or the Pro Bowl. However, you may add a Playoffs subscription to your account at any point (you can do this from the NFL Game Pass Schedule page.) Additionally, you can subscribe to NFL Game Pass – Season Plus or NFL Game Pass – Offseason subscriptions to access all Playoff games (for an additional fee.)

      Restrictions may apply in the United Kingdom and Republic of Ireland, and Canada.

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