VIEWER SUPPORT

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FAQ

Frequently Asked Questions

To watch an event please ensure you have the following:

  • System Requirements: Windows 7 or higher, Mac OS X 10.6 or higher
  • Supported desktop browsers:
    • Google Chrome 45+
    • Mozilla Firefox 49+
    • Safari 10+
    • Microsoft Edge 15+
    • **Internet Explorer 11 – requires Flash plugin to be installed
  • Supported mobile browsers: Chrome 45+, Safari 10+ (iOS)
  • Internet Connection: 5-10mbps download speed is recommended. Check your connection at www.speedtest.net.

Please be advised that browsers on Smart TV’s are not supported at this time.

Event Started indicates that the event is within the time frame which the owner of the event set for it to start and end. The stream does not start until the event owner manually begins pushing a stream to their Mascot Live event page.

When the event is live, the live player will load in the event automatically (allow 30 seconds for the player to load). 

If you are watching a stream or video on demand on Mascot Live, but can’t hear any sounds please check the following:

  • Can you hear sound from other sources? Play something from iTunes or YouTube to make sure your speakers are on and working. Make sure to try headphones too.
  • Check the speaker icon on the player. If you look at the bottom left corner of the player and see the following icon, that means the player is muted:
  • Click the icon to turn the sound back on and adjust the volume.

Still not hearing sound? It’s possible the account owner that is producing the event is not sending sound to the stream. 

Internet Explorer users should be aware that Mascot Live recommends version 11 only.  If you’re using Windows 7 or Windows 8 with the default Internet Explorer browser, you may see a window asking you to upgrade your browser.

To view a live broadcast or VOD on Mascot Live in full screen on a desktop browser, click on the icon on the bottom right of the player. The player will switch to full screen.

If you are watching a Mascot Live event via the mobile app for iOS or Android, either tap the same icon in the bottom right of the player or rotate your device from portrait to landscape.

Return to the regular view by tapping the icon in the bottom right corner or rotating your device back to portrait.

If you try rotating and notice no change, make sure your Portrait Orientation Lock setting is turned off.

If you are attempting to watch an event on Mascot Live with a Chromebook, you may receive an error that the video could not load. This is due to the web browser settings not supporting our HTML5 player, but also blocking Flash by default.

To resolve this, you will need to manually enable Flash on the Chromebook browser. To do so, go to the browser URL field and click the lock icon to the left of the URL.

A dropdown menu will open; select Flash and choose Always allow on this site. The player should now load.

You can watch Mascot Live events on your TV via Chromecast. Connect your Chromecast to one of your TV’s HDMI ports, power on your TV and select that HDMI input.

You can watch Mascot Live events through Chromecast using the Google Chrome desktop browser.  Please note this is the only application that supports Chromecast playback; mobile embeds and other browsers do not support Chromecast.

To cast the event you are watching via Google Chrome, visit the Watch Now page and go to the live or VOD event you are trying to view.

Open Google Chrome’s Tools menu and select Cast.Click the down arrow that appears on the top of the menu, and select Cast tab.Next, select the name of the desired Chromecast to send the stream to your device.After a moment, the stream will appear on your TV.

At this time Roku & Apple TV are not supported.

Only one person may be logged in to a Mascot Live account (or viewing Live or On Demand video) on any device at any given time.

Included in Mascot Live’s live player is a built-in DVR. This allows any viewer who joined the event late to scrub back within the stream and watch earlier content.

Viewers simply need to use their mouse and click or scrub back on the player to the point where they wish to start watching.The player will then start playing back from that point, and the upper left corner will indicate that they are viewing in DVR mode.To go back to live content, click the ‘Go to Live’ button on the bottom right side of the player.

Full DVR is only supported when playing back from a desktop web browser (up to four hours in our HTML5 player). Mobile browsers allow DVR playback for up to 90 seconds. 

At this time you are not able to download videos directly from the website.  Please send any requests for downloaded videos to support@mascotlive.com and a download link will be emailed to you within 48 hours.

Please note:  price for downloaded videos varies based on your subscription type.

ACCOUNT SUPPORT

Register, Log In or Payment Issues

The InPlayer paywall is a tool companies and organizations can use to accept secure payments and feel confident that no transaction data will leak or be hacked.

To register an account and watch the premium content, first navigate to the page of the content you are interested in and follow the steps below:

Step 1. Press the Buy or Purchase button on the content you wish to watch. A login form will appear.
Step 2. Press the Register Here button or select the Register option at the top of the form.
Step 3. Fill in the form with your Full NameEmail Address, and Password and press the Create account button.

You will receive an email confirmation of a successfully created account.

To change account details, proceed to the content where account registration was completed and follow the instructions:

Step 1. Click on the “Already have access? Login here with your (brand name) account” link under the preview image
Step 2. On the form that appears, enter your login credentials (Email and Password).
Step 3. 
Click on Login.
Step 4. 
On the bottom-right corner of the website, click on the Avatar.
Step 5. 
Click on My Account and a pop-up will appear
Step 6. Change your Account details. 

In order to Login, proceed to the content you want to watch and follow the instructions: 

Step 1. Click on the “Already have access? Login here with your (brand name) account” link under the preview image
Step 2. On the form that appears, enter your login credentials (Email and Password).
Step 3. Click on Login.

The page will then refresh and if you have already purchased, the paywall will disappear. If you haven’t purchased, please follow the guidelines on How do I make a purchase.

Proceed to the page of the content where you have created an account and follow the instructions:

Step 1. Navigate to the login form by clicking on the “Already have access? Login here with your (brand name) account” link.
Step 2.Press the Forgotten your Password? button that is located just below the password field on the login screen.
Step 3. Enter your Email Address and press the Submit button.
Step 4. Leave the tab with the form open. In a new tab check your email for a Token that you can use to update your password.
Step 5. Copy and Paste the Token along with your New Password and press the Submit button.

Your password will be updated. Please login with your Email Address and new Password.

If you do not receive a password reset token please contact our Support.

To make a purchase and access the premium content, first navigate to the page of the content you are interested in and follow the steps below:

Step 1. Click on the Buy button on the content you wish to watch and wait for the login form to appear. Login with your credentials (Email and Password).
Step 2. Select the desired price option from the drop-down menu.
Step 3. Select the payment method: Credit Card.
Step 4. Enter the required information depending on your previous choice.
Step 5. Press the Pay button.

You will immediately receive access and an email confirming your purchase.

All sensitive data we handle is sent via SSL.

This is not indicated as a site-wide use of HTTPS as it is not; it’s purely the calls that need to be made via HTTPS which are, such as private user details or payment information.

The security of the site is visible using any website inspection tool.

Not at this time.

As of right now, the InPlayer paywall supports payments in 10+ currencies with the following available payment methods:

Major credit/debit cards:

  • VISA
  • MasterCard
  • American Express

The Customer will be granted a refund within 72 hours after the refund request was submitted, in case:

  • The Customer made duplicate purchases using the same email address.
  • The live streaming was cancelled.
  •  The content wasn’t published by the Client.
  • More than 80% of the content delivery had streaming issues (no sound, or poor sound & video quality).
  • The content was misleading – the description didn’t relate to actual content.

The Customer refunds will be issued in the same method of payment as the original payment.

In case the Customer is not entirely satisfied with their purchase can submit a refund request. Inplayer Ltd. may contact the Customer for more information and/or the Publisher who will decide if the Customer request is valid for a refund.

Inplayer Ltd. doesn’t refund request based on the personal reasons, that prevented the User from watching/accessing the content after purchasing.

Request for refunds can be made within 72h with the original receipt/invoice copy.

At any time, Inplayer Ltd. reserves the right to refuse a request for a refund.

To cancel your subscription, proceed to the content where registration was completed and follow the instructions:

Step 1. Click on the “Already have access? Login here with your (brand name) account” link under the preview image
Step 2. On the form that appears, enter your login credentials (Email and Password).
Step 3. Click on Login.
Step 4. On the bottom-right corner of the website, click on the Avatar.
Step 5. Click on My Subscriptions and a pop-up will appear with subscription details (subscription content, price, subscription status, when it was created and the next billing)
Step 6.  Click on Cancel Subscription button

When the subscription is canceled you will receive an email confirmation with the following subject “Subscription canceled“.

If you have difficulties to cancel the subscription, contact support@inplayer.com

Still Having Trouble?

24/7 CUSTOMER SUPPORT
For Register, Log In or Payment Issues

Email: support@inplayer.com

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