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    HokiesXtra

    GENERAL QUESTIONS
    What content is available with a HokiesXtra premium subscription?
    How do I purchase a subscription?
    Where is the schedule for HokiesXtra premium content?
    Can I try the subscription service before I buy it?
    What are the details of the 25%-off promotion?
    What devices can I view HokiesXtra content on?
    Who do I contact if I have issues registering an account?

    EXISTING SUBSCRIBERS
    Why is the event not live streaming even though it is scheduled to start now?
    Why is the live stream poor quality or why has it stopped?
    Can I access my account from a computer at work, a hotel, etc?
    How do I access HokiesXtra premium content after purchasing a subscription?
    How do I retrieve my password if I forgot it?
    How do I update my billing information to use a new credit card?
    How do I cancel my existing subscription plan?
    How do I change to a new subscription plan?
    How often will my credit card be charged?
    Is my personal information safe?
    I sent a support request and did not get a response?
    Who should I contact about future content ideas on HokiesXtra?


    GENERAL QUESTIONS

    What content is available with a premium HokiesXtra subscription?
    HokiesXtra gives fans premium access to content such as:

    • Live play-by-play audio of all football, men’s and women’s basketball and baseball games. Due to TV contracts, there is no live video coverage of football.
    • Live Tech Talk Live! Radio shows featuring Jim Weaver, Frank Beamer and Buzz Williams
    • Live exclusive video coverage of all other sports for most home games
    • Archive access to all of the above content if you miss the live streams

    How do I purchase a subscription?
    Go to the HokiesXtra page, click sign up and choose an annual or monthly plan and follow the account creation and billing process.

    Where is the schedule for premium HokiesXtra live content?
    See the full schedule here.

    Can I try the subscription service before I buy it?
    Yes! You can try the service free for a limited time on our mobile apps for limited time this fall. After the trial period you can access your HokiesXtra web subscription via your our Apple or Android apps, or you can buy a mobile-only subscription for $9.99 annually or $2.99 monthly.

    What are the details of the 25%-off promotion?
    For a limited time you can purchase the HokiesXtra annual subscription for $59.99 versus the standard rate of $79.99. If you purchase a $59.99 annual plan, next year you will be charged the full price of $79.99 when your billing cycle renews.

    What devices can I view HokiesXtra content on?
    You can view on most desktop/laptop web browsers on Windows and Apple computers. We recommend the Chrome Browser, Safari or Firefox for the best experience. If you need to use Internet Explorer we recommend using Internet Explorer 10+ and we currently do not support prior versions of Internet Explorer. You can also view on our mobile apps when they launch in September. Our mobile apps require Apple devices with iOS v6+ or Android v4+.

    Who do I contact if I have issues registering an account?
    Technical and customer service issues should be directed to vt@sportslabs.com.


    EXISTING SUBSCRIBERS

    Why is the event not live streaming even though it is scheduled to start now?
    Most likely the game or stream is delayed. Please come back and refresh your browser or device every few minutes to see if the event has started. Also please check the schedule for accurate game times because events times often change without notice.

    Why is the live stream poor quality or why has it stopped?
    A good Internet connection will make a big difference in the quality of the streamed content. If you are experiencing issues, most likely your Internet connection has degraded and is not capable of handling the bandwidth required to deliver the stream to your device. Try reconnecting to a stronger Internet connection or move to an area with improved cellular coverage. Also please ensure that your browser or device is supported.

    Can I access my account from a computer at work, a hotel, etc?
    Please note that some venues restrict the amount of bandwidth users consume on a public Internet connection. Please contact a network administrator to verify if these policies exist.

    How do I access HokiesXtra premium content after purchasing a subscription?
    Go to hokiesports.com/videos to view all archived content, or to the full schedule here. When not logged in you will see the lock icon that indicates premium content and you will be prompted to login if you try to play it. When logged in with an active subscription the icon disappears and you can play any of the premium content items.

    How do I retrieve my password if I forgot it?
    Go to the login screen and click “Forgot Password,” enter your email and click submit. We’ll send you an email with a link to reset your password. Once you have chosen a new password, return to HokiesXtra and login with your new password.

    How do I update my billing information to use a new credit card?
    Login to your HokiesXtra account and click “Manage Account.” Click “Change my Payment Information,” enter your new credit card information, click submit and  the billing change will take affect on the next billing date.

    How do I cancel my existing subscription plan?
    Login to your HokiesXtra account and click on “Manage Account.” Click “Manage My Subscriptions” to see what plan you are subscribed to and how when it is active until. Click the red “Cancel” button to stop this plan from being charged to your credit card on the next and all future billing cycles.

    How do I change to a new subscription plan?
    Follow the instructions to cancel your existing subscription and wait until that plan is no longer active. Login using your existing account, click “Manage Account,” click “Change Subscription” then click the green “Purchase” button on a monthly or annual plan and your card on file will be charged for the new subscription. The new subscription will be highlighted as “Active.”

    How often will my credit card be charged?
    Annual subscriptions will be charged once annually and monthly subscriptions will be charged once monthly according to your recurring billing date.

    Is my personal information safe?
    We will not share your account information with anyone or for any reason unrelated to HokiesXtra subscriptions customer service. Please view our full privacy policy for more information.

    I sent a support request and did not get a response?
    The customer service staff at HokiesXtra will respond to all requests within 48 hours, with the exception of those emails using foul or abusive language. Please make sure to check your spam, or junk email folders to ensure that our response was not filtered incorrectly. Please contact vt@sportslabs.com for all support requests.

    Who should I contact about future content ideas on HokiesXtra?
    We value your input and want to create the best content possible on HokiesXtra. Please email vt@sportslabs.com and use HokiesXtra Suggestion in the subject line.


    Contact vt@sportslabs.com for help if your questions have not been answered here.

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