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2011 NFL AUDIO PASS CUSTOMER SUPPORT

Contents


 
Billing and Registration
Technical
Your Account
Tutorials
Restrictions
Contact Us

Billing and Registration

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  1. Creating an Account
    1. Do I have to create an account to purchase NFL Audio 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 Audio Pass?
    2. Can I pay for NFL Audio Pass in installments?
  3. Subscriptions
    1. What is included in the NFL Audio Pass Season subscription?
    2. What is included in the NFL Audio Pass Monthly subscription?
    3. What is included in the NFL Audio Pass Follow Your Team subscription?
    4. What is included in the NFL Audio Pass Playoffs subscription?
    5. What is included in the NFL Audio Pass Offseason subscription?
    6. When does my NFL Audio Pass Season subscription end?
    7. When does my NFL Audio Pass Playoffs subscription begin and end?
    8. When does my NFL Audio Pass Offseason subscription begin and end?
    9. I purchased a subscription but want to upgrade to a different package. What do I do?
  4. Auto-renewals
    1. What is the auto-renewal billing option?
    2. When will I be billed for my 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 Audio 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 the subscription product I purchased. How can I get a refund?
    4. I purchased NFL Audio 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 Audio 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 in order to purchase NFL Audio 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 Audio 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 Audio 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 Audio 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 Audio Pass in installments?

      A: No, you can either pay the full price for the season, midseason, late season or Follow Your Team subscription, or you can purchase a Monthly Subscription to NFL Audio Pass.

  3. Subscriptions
    1. What is included in the NFL Audio Pass Season subscription?

      A: The NFL Audio Pass Season subscription includes: access to live and archived radio broadcasts of regular season games for both home and away teams, live chat, and the ability to listen to NFL Audio Pass within NFL.com Game Center.
    2. What is included in the NFL Audio Pass Monthly subscription?

      A: The Monthly subscription to NFL Audio Pass allows you to subscribe on a monthly basis and includes: access to live and archived radio broadcasts of regular season games for both home and away teams, live chat, and the ability to listen to NFL Audio Pass within NFL.com Game Center.
    3. What is included in the NFL Audio Pass Follow Your Team subscription?

      A: The NFL Audio Pass Follow Your Team subscription includes: access to live and archived radio broadcasts of regular season games (includes both home and away team audio for any game in which your team plays), live chat, and the ability to listen to NFL Audio Pass within NFL.com Game Center – all for one team which you select when purchasing the subscription.
    4. What is included in the NFL Audio Pass Playoffs subscription?

      A: The NFL Audio Pass Playoffs subscription includes: access to live and archived radio broadcasts of Postseason, including the Super Bowl and Pro Bowl, and Regular season games for both home and away teams, live chat, and the ability to listen to NFL Audio Pass within NFL.com Game Center.
    5. What is included in the NFL Audio Pass Offseason subscription?

      A: The NFL Audio Pass Offseason subscription includes: access to archived radio broadcasts of Postseason, including the Super Bowl and Pro Bowl, and Regular season games for both home and away teams, live chat, and the ability to listen to NFL Audio Pass within NFL.com Game Center.
    6. When does my NFL Audio Pass Season subscription end?

      A: The NFL Audio Pass Season subscription ends the day prior to the start of the Postseason. For the 2011 season, your subscription will end Friday, January 6th 2012 unless you purchase a Postseason or Offseason subscription for an additional charge.
    7. When does my NFL Audio Pass Playoffs subscription begin and end?

      A: The NFL Audio Pass Playoffs subscription begins January 7th, 2012 and ends February 12th, 2012 unless you purchase an Offseason subscription for an additional charge.
    8. When does my NFL Audio Pass Offseason subscription begin and end?

      A: The NFL Audio Pass Offseason subscription begins February 7th, 2012 and ends July 31st, 2012.
    9. I purchased an NFL Audio 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 audiopass.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 billing option?

      A: For NFL Audio Pass Season and Follow Your Team subscribers, you have the choice to enroll in auto-renewal billing which gives fans the benefit of not having to worry about signing up for NFL Audio Pass year after year. Once enrolled in auto-renewal billing, 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 Audio Pass. You may opt out of auto-renewal billing at any time.

      For NFL Audio Pass Monthly subscribers, you are automatically enrolled in auto-renewal billing and will be auto-billed each month while you choose to continue your subscription. You can cancel your subscription at any time.

      To cancel auto-renewal billing, please contact customer support. You can:

      • Send an e-mail to audiopass.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. When will I be billed for my 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/audiopass 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 Audio Pass subscription begins. You can cancel your Free Trial at any time by contacting customer support. You can:

      • Send an e-mail to audiopass.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 before in ended, but forgot to. How do I cancel it?

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

      • Send an e-mail to audiopass.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 audiopass.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 Audio Pass. Who can I contact?

      A: To process a refund for an excess charge, please contact customer support. You can:

      • Send an e-mail to audiopass.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 Audio Pass, you likely selected the auto-renewal option for your subscription. Auto-renewals of NFL.com 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 audiopass.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 Audio Pass. How can I get a refund?

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

      • Send an e-mail to audiopass.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 Audio 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 audiopass.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 Audio Pass?

      A: You will be eligible for a refund if you purchased any subscription to NFL Audio Pass other than a Weekly subscription and you cancel within seven (7) days of the purchase date, you subscribed to a Free Trial of NFL Audio 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 audiopass.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 Audio 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 audiopass.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

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  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 is my audio feed not playing?
    3. Why are my audio feeds taking so long to start and/or very choppy?
    4. How do I receive help during games?

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 Audio Pass. 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 Audio Pass at its highest video quality.
    2. What are the minimum 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 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 is my audio feed not playing?

      A: Make sure you have pressed the play button for your audio player and wait a minute or two. If you still cannot listen to the audio feed 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.
    3. Why are my audio feeds 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.
    4. 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 audiopass.support@nfl.com. E-mails will be answered promptly within 24 hours.

Your Account

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  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 Audio 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. Click on the "Already a Subscriber? Sign In" link at the top right of your screen to sign in and access NFL Audio Pass.
    2. Where do I log in to access NFL Audio Pass?

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

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

      A: Once logged-in, navigate to nfl.com/audiopass and click on the "My Account" link in the upper-right corner of your screen. 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/audiopass and click on the "My Account" link in the upper-right corner of your screen. 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/audiopass, 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 Audio Pass access, canceling your subscription is easy. To cancel, you can:

      • Send an e-mail to audiopass.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

Tutorials

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  1. How to Order
  2. How to Use
  3. Features
  4. New in 2011

Tutorials

  1. How to Order
    1. Navigate to nfl.com/audiopass in your web browser.
    2. After reviewing the different subscription offerings, select which subscription you would like to purchase by clicking on the price button.


    3. You will need an NFL.com account in order to purchase a subscription. You can either create a new account, or log in to an existing NFL.com account.

      To create an account, enter all the requested information into the fields. Your username will be your identity on NFL.com so make sure it’s something you want other Fans to see. Your username must also be unique so you’ll have to choose a name that is not in use by another Fan.



      You can see if the username you want is available by clicking the "Check" button next to the "Username" field.



      To sign in, you may use an existing NFL.com account. Click the "SIGN IN" button to enter your username and password into the fields.



      If you can't remember your password, click the "Forgot Password?" link. You will be asked to enter the e-mail address you used to create the NFL.com account. An e-mail will then be sent with your login information.
    4. Next, enter your payment information into the fields.



      If you have a promo code, you can enter it into the promo code field in the Order Summary.



      Click "REDEEM" to check if the promo code is valid and if so, how much of a discount you will receive off of your subscription.

      After you've read and agree to the Terms and Conditions, and Privacy Policy, check the checkbox and click "SUBSCRIBE" to submit your billing information.



    5. If the billing information you entered is valid, you will be redirected to the NFL Audio Pass schedule page.



      Click "LAUNCH" to open NFL Audio Pass and select a game to listen to from the Game Schedule, or click the "LISTEN" button to open NFL Audio Pass and the corresponding game.

  2. How to Use
    1. Navigate to NFL.com\audiopass in your web browser.


    2. Sign in by entering your username and password in the upper-right corner, and click the "SIGN IN" button.


    3. After signing in, you will see the Schedule page. Click "LAUNCH" to open NFL Audio Pass and select a game to listen to from the Guide, or click the "HOME" or "AWAY" button to open NFL Audio Pass and the corresponding game.

      You can filter which available games are displayed using the three drop-down menus. You can filter by "Year", "Week", and "Team".



      Select the game you want to listen to by clicking on its matchup icon. The audio stream will begin.

      You can change which radio broadcast of the game to listen to by clicking "Audio Source" and selecting one of the available options.



      To adjust the volume level, hover your mouse over the speaker icon. A volume bar will appear and you can drag the indicator to your desired volume level.



      Clicking the speaker icon will mute and unmute the audio stream.

      You can skip ahead in the audio stream or rewind (for non-live games) by dragging the play head [grey circle highlighted below] in the audio progress bar.



      Clicking the arrow above "Chat" will open a live chat room.



      Click the arrow to access the drop-down menu which displays all games available for chat.



      You will be able to chat with other Fans who are listening to NFL Audio Pass around the world. To close the chat room, click the "X" in the upper-right corner.



  3. Features
    1. Chat - Chat live online with other fans listening to NFL games around the world.
    2. Multiple audio streams – Select either the home or away team’s local radio call. Spanish-language broadcasts are also included, where available.
    3. Listen in NFL.com Game Center – Listen to NFL Audio Pass while following a game on NFL.com’s Game Center, complete with stats, play-by-play updates and video highlights.

  4. New in 2011
    1. Redesigned Interface – A fresh, intuitive design helps make accessing all your favorite features and discovering new ones easier than ever.
    2. Integration with NFL.com Game Center – Get all the features of NFL Game Center: stats, play-by-play analysis, editorial content, and much more, all while listening to your preferred audio stream with your NFL Audio Pass subscription.


Restrictions

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  1. Territories
    1. Are there any places where I cannot purchase NFL Audio Pass?
    2. I purchased NFL Audio Pass and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Audio Pass subscription?
    3. I am getting ‘unavailable in your area’ messaging in an available territory. What do I do?
  2. Playoffs and Super Bowl Access
    1. Does NFL Audio Pass include Playoff, Super Bowl, or Pro Bowl games?

Restrictions

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

      A: NFL Audio Pass is available to users worldwide.
    2. I purchased NFL Audio Pass and will be traveling out of the territory in which I purchased. Will I still be able to access my NFL Audio Pass subscription?

      A: Yes, NFL Audio Pass may be accessed anywhere without restriction to specific territories.
    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 outside an NFL Audio Pass Included Territory.

      To contact customer support, you can:

      • Send an e-mail to audiopass.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. Playoffs and Super Bowl Access
    1. Does NFL Audio Pass include Playoff, Super Bowl, or Pro Bowl games?

      A: The NFL Audio 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 Playoff Subscription to your account at any point (you can do this from the NFL Audio Pass Schedule page). Additionally, later in the season the NFL Audio Pass Late Season + Playoffs Subscription and the specific NFL Audio Pass Playoffs subscription are available for you to sign up to gain access to all postseason NFL games (for an additional fee).

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