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Frequently Asked Questions for Season Pass Users

What are my Season-Pass subscription options?

ONE-TIME (per season): With a season-pass subscription, you gain access to all of our premium content on BOX5-TV. You’ll be billed once per season (fall & spring) on the date that you originally signed up for your Season-Pass.  For example, if you join on Ocotber 1st, you’ll be billed the Season-Pass again on October 1st each year afterward.  The Season-Pass gives you access to every BOX5-TV event with minor exceptions*.  Season-Pass subscriptions are valid until December 1st each year.

*American Youth Football Championships & UIL Championships will not be available with the Season-Pass.  

You can cancel your Season-Pass at any time. Simply log in to your account (on the original device).  If you purchased a Season-Pass subscription on Roku, you’ll need to manage your subscription on that device.
 

Can I share my Season-Pass subscription with other people?
We do not permit subscribers to share their accounts with anyone, and we reserve the right to terminate a Season-Pass subscription if there is evidence of account sharing.  We track IP addresses and simultaneous login attempts.

 

Can I watch live events from multiple devices simultaneously?
Only one mobile device or computer at a time can be used to watch live events. If you start watching a live event from one device, you’ll need to logout of your account on that device before attempting to watch the same event from a different device.

 

What is the refund policy?
You can review our refund policy in the 
Terms of Use.

 

How can I get in contact with Customer Support?
Email BOX5-TV to reach out to us with your questions and comments.

Live Stream Frequently Asked Questions

Which devices support live events?
Our live events are supported on all devices.  Please make sure that if you are trying to access via your mobile device, that you have a strong signal and the latest software updates.  Be sure that your device supoprts HTML5 content.  We have also found that our live streams are not fully supported on ALL SmartTV's.  

 

What web browsers do you recommend?
For the best viewing experience, we recommend using the most recent versions of Google Chrome or Mozilla Firefox.  We have good success on Safari, however, you must be up-to-date on your browser and make sure all browser cache has been cleared.  Before streaming any event, it is recommended to clear browser cache and restart your browser, then access the stream.  We also recommend to reset your wifi router prior to using any live stream as well.  Information on how to reset your router can be found on your manufacturers website.

 

I am getting an error when I try to login, why is this happening?
Make sure that you have not shared your password. Only one mobile device or computer can be used to watch live events at a time. If a viewer begins watching a live event from one device, he/she must first log out of that device before attempting to watch the same event from a different device.

 

Is archive footage available for the live events?
Yes*, we maintain our events as archived footage on BOX5-TV.  Available content is accessible via subscription.

*Due to music rights, musical event archives are not currently included on BOX5-TV.
 

The live stream player isn’t loading, what could be the problem?

  • Please ensure that you have JavaScript and cookies enabled. Also, be sure that you have no security settings or ad-blockers that could be preventing you from loading the stream. If you do have an ad-blocker installed, uninstalling this should resolve the issue.
  • Ensure that you don’t have a Firewall or network security setting in place, which could be blocking Flash playback
  • Older versions of browsers may not support current technology and videos may not play. We recommend viewing live streams on an up-to-date version of Mozilla Firefox or Google Chrome
  • Clear your cache in your web browser.
  • Reset your router.
     

The player loads but the video is stuttering or choppy, what could be the problem?

Video clips will play better with faster Internet connections. Users with a high-speed connection (DSL or cable) should experience high-quality video. Users may experience longer loading times while using cellular hotspots and lower bitrate download speeds while the video buffers before playing, and users may experience buffering as the video plays.

If you are on a wireless connection try switching to a wired connection, or move closer to the wireless router for a stronger signal. Also, if you are running other bandwidth intensive programs you may want to quit out of these as they could be taking away from your available bandwidth.


 

ROKU FREQUENTLY ASKED QUESTIONS

How do I watch live events and videos on my Roku?
To enjoy BOX5-TV Season-Pass or other subscriptions on a Roku, you’ll need:

  • A Roku 3 or later model
  • A subscription, either a Season-Pass or 

You can purchase a subscription via in-app purchase on the ROKU device.

Follow these steps to get the app and start watching live events and videos on your Roku:

  1. Download the BOX5-TV app from the Roku Channel Store.
  2. Go to the channel and find something you want to watch.
  3. If you are an existing subscriber, login with your email address and password when prompted. (NOTE: you cannot use your username to login on the Roku.)
  4. If you wish to watch a video and you are not currently a subscriber, you can purchase a subscription within the app.
  5. Sit back and enjoy your livestreaming event or video.
     

If I purchase a subscription via the Roku app, how do I access BOX5-TV content online?

If you purchase a subscription from within the app, you’ll also be able to enjoy live events and videos on your computer and mobile phone. All you need to do is visit BOX5-TV from any browser and click on your favorite event and login with your email address and password. When purchasing an event on the Roku app, BOX5-TV must manually add your information to our online system.  It could take up to 7-days to get your information added to our online database.  If you are not able to login and want immediate access, you may purchase access online and send us an email and request a refund.
 

How do I cancel a subscription purchased on the Roku app?

To cancel a subscription that you purchased via the Roku Channel Store, use the method below. Please note that BOX5-TV Customer Service cannot cancel or modify subscriptions purchased via a Roku, nor can we issue refunds for subscriptions purchased in this manner.

For accounts created through Roku, all billing and account issues must be handled through https://www.roku.com/.

1) Login and go to My Account
2) Scroll down and click on Manage Your Subscriptions

From here, you can cancel your auto-renewal and manage other aspects of your account.

If you have any problems, please visit http://support.roku.com/home for further information.

For more information on cancelling your subscription on a Roku, see Roku customer support: https://support.roku.com/article/208756478-how-do-i-manage-or-cancel-a-subscription