+ What is the HiCast Sports v.4 upgrade and when will it be available?

Since 2017 we've been covering youth sports venues across the country. We've learned a lot since then, have listened to feedback from valued customers like you, and took it all to heart. We've upgraded our platform and your user experience to be faster, more reliable, and easier to use with great new features. HiCast Sports v.4 is web-responsive, meaning you'll have the same features, functionality and user experience on your computer or mobile device (iOS and Android). We are discontinuing our native mobile app for iOS.

We are planning scheduled downtime during the late evening hours on Monday, March 14 to prepare for the launch on Tuesday, March 15. Assuming we do not encounter any unforeseen challenges, we expect to be live on Tuesday, March 15.

+ How will you communicate with me as a user to keep me in the loop?

We are sending email communications to our users who have active subscriptions purchased through us directly or through iTunes, and to our users who have do not have an active subscription, but do have saved highlights. We are sending emails to the email address you used to setup your HiCast Sports account. Please check your spam filter to ensure our emails don't get stuck there. Gmail users, check the Promotions tab in your inbox to ensure our emails don't get stuck there either.

+ I'm a current iTunes subscriber, what do I need to do?

As a current iTunes subscriber, here are 6 things you need to know as we prepare for the release on Tuesday, March 15:

1. Cancel your Monthly Pass through iTunes by Monday, 3/15 to stop the recurring charge as we will no longer support iTunes subscriptions. Follow these steps from Apple to cancel: https://support.apple.com/en-us/HT202039

2. You will login to our website here: http://hcst.me using the same username (or email) and password and purchase a new pass from us directly. If you can't remember your password, just tap the "Forgot Password?" link on the login screen.

3. We're updating our prices for the first time in three years, so we can provide you with the best possible service, while keeping it affordable. A Single User Pass will be just $19.99/month, and a Family Pass for up to four users just $29.99/month. We've even added a 40% discount on an Annual Pass, so a single user can subscribe for as low as $11.99/month, and a family of four for just $17.99/month.

4. If you have saved highlights, rest assured, they will remain with your account and you'll access them under the "My Highlights" link in the top navigation.

5. Delete our HiCast Sports mobile app for iOS on your mobile device, as we will no longer support it, after we release our product upgrade. HiCast Sports v.4 is 100% web responsive, meaning you'll go to our website: http://hcst.me using a computer or mobile device and enjoy the same features and functionality on all viewing methods.

6. We'll send you another email the day before we release the upgrade next week. Stay tuned for news. And we're here to help 7 days/week. Just contact us with any questions.

+ My active subscription was purchased through HiCast Sports directly (not iTunes), what do I need to do?

As a current subscriber, here are 5 things you need to know as we prepare for the release on Tuesday, March 15:

1. You will login to our website here: http://hcst.me using the same username (or email) and password. If you can't remember your password, just tap the "Forgot Password?" link on the login screen.

2. If you have saved highlights, rest assured, they will remain with your account and you'll access them under the "My Highlights" link in the top navigation.

3. We're updating our prices for the first time in three years, so we can provide you with the best possible service, while keeping it affordable. A Single User Pass will be just $19.99/month, and a Family Pass for up to four users just $29.99/month. We've even added a 40% discount on an Annual Pass, so a single user can subscribe for as low as $11.99/month, and a family of four for just $17.99/month.

4. If you use our HiCast Sports mobile app for iOS, delete the app from your mobile device, as we will no longer support it, after we release our product upgrade. HiCast Sports v.4 is 100% web responsive, meaning you'll go to our website: http://hcst.me using a computer or mobile device and enjoy the same features and functionality on all viewing methods.

5. We'll send you another email the day before we release the upgrade next week. Stay tuned for news. And we're here to help 7 days/week. Just contact us with any questions.

+ I don't have an active subscription, but I do have saved highlights, what do I need to do?

Because you have a HiCast account with saved highlights, but not an active subscription, here are 4 things you need to know as we prepare for the release next week:

1. You will login to our website here: http://hcst.me using the same username (or email) and password to access your saved highlights. You will find them under the "My Highlights" link in the top navigation.

2. You do not currently have an active subscription, but you can purchase one to watch games live or on-demand if/when you are ready. After you login to your account, just tap the "Subscribe" button.

3. Delete our HiCast Sports mobile app for iOS on your mobile device, as we will no longer support it, after we release our product upgrade. HiCast Sports v.4 is 100% web responsive, meaning you'll go to our website: http://hcst.me using a computer or mobile device and enjoy the same features and functionality on all viewing methods.

4. We'll send you another email the day before we release the upgrade next week. Stay tuned for news. And we're here to help 7 days/week. Just contact us with any questions.

+ How do I know if HiCast is covering my game?

Our venue partners set your game days and we set our cameras to follow their schedules. We know that games can stretch into extra innings or get delayed by rain, so we typically schedule our recording times by the day, not by the start and end time of each game. This is why you might not see a game happening on each of our fields at all times.

To check a field/court camera status at your venue, choose the venue you'd like to see. The selected venue screen will display a list of fields/courts. Tap to view the field/court. If you don't see your game at the designated date and time on that field, give us a heads up and we'll look into it for you.

+ I don't see my game in the app. What should I do?

There could be a couple reasons that might cause this.

It's possible that your game was scheduled on a day and time that falls outside of the schedule we've received from the venue. Give us a heads up! We monitor our incoming Support messages 7 days/week and we'll turn on the cameras as quickly as we can. We don't want to miss a single minute!

It's possible that the power or internet connection might be temporarily down at the venue. An "Out of Order" indicator will appear on the field/court you selected. This is beyond our control and can be frustrating, but power and internet access are critical elements in our ability to serve up your games.

It's also possible that a camera or another element of our network equipment at the venue might be temporartily down. We monitor our network 24/7 and resolve equipment fixes remotely and, if necessary, on-site with support from our venue partners as quickly as possible. We don't want to miss a single minute of your games, so please know that resolving equipment outtages is a high priority for us.

+ How do I want to watch a game/match on-demand?

If you want to watch any game/match footage on-demand, log in here: http://hcst.me then follow these are steps:

1. After you log in, search for or choose the venue or event.
2. Select the field/court number you want to view. The view will display the selected court and default to the most current or recent time. Tap the On-Demand tab if it's not already selected, then tap on the date to reveal the calendar. Select the date you want to view.
3. The video will update. Then, choose the start time of your game/match you want to view from the hour picker. The video will update to the time selected. Drag the slider to move ahead or back in time.

+ What causes delays or buffering in live video playback and what can I do to make it better?

Many things can cause delays in your ability to view our livestream, and most of these things are beyond our control. Internet connectivity speed provided by our venues in the HiCast Sports Network is a factor and one we monitor together with our venue partners.

Your internet connectivity speed is also a factor. As you know, wifi and data network performance speeds vary greatly depending on your location. Some office or public wifi networks block video content, although this may not be publicized to you. If you find that video performance is delayed (or videos are not playing at all) on the wifi network you are currently using, try using your mobile device and switching to its data network to see if this improves your performance. Your data network speed will vary depending on your location and carrier, so keep in mind that your speed may improve when you change locations, like moving from the ballpark to your home.

If you've tried changing between your wifi and data network, and still find that video performance is excessively delayed or not playing at all, give us a shout and we'll look into it.

+ How do I know if HiCast is covering my game?

Our venue partners set your game days and we set our cameras to follow their schedules. We know that games can stretch into extra innings or get delayed by rain, so we typically schedule our recording times by the day, not by the start and end time of each game. This is why you might not see a game happening on each of our fields at all times.

To check a field/court camera status at your venue, choose the venue you'd like to see. The selected venue screen will display a list of fields/courts. Tap to view the field/court. If you don't see your game at the designated date and time on that field, give us a heads up and we'll look into it for you.

+ I don't see my game in the app. What should I do?

There could be a couple reasons that might cause this.

It's possible that your game was scheduled on a day and time that falls outside of the schedule we've received from the venue. Give us a heads up! We monitor our incoming Support messages 7 days/week and we'll turn on the cameras as quickly as we can. We don't want to miss a single minute!

It's possible that the power or internet connection might be temporarily down at the venue. An "Out of Order" indicator will appear on the field/court you selected. This is beyond our control and can be frustrating, but power and internet access are critical elements in our ability to serve up your games.

It's also possible that a camera or another element of our network equipment at the venue might be temporartily down. We monitor our network 24/7 and resolve equipment fixes remotely and, if necessary, on-site with support from our venue partners as quickly as possible. We don't want to miss a single minute of your games, so please know that resolving equipment outtages is a high priority for us.

+ What device do I need to use the HiCast Sports Network?

You can use a desktop or laptop computer running a browser (e.g., the Chrome browser for best performance), or a mobile device such as an iPhone, iPad, Android, or Smart Tablet. Our product is web-responsive, meaning the same features and functionality are available on any viewing platform.

+ My grandparents aren't super tech savvy. Is there an easy way to share my game highlights with them?

Yes, it's super easy. After you save a highlight, go to the "My Highlights" item on the top navigation menu. Select the highlight you want to share and tap on the orange buttom with three dots (...). This will display a menu. Select "Copy Link" then paste the link URL into a text message or email to share with your grandparents. When your grandparent (or anyone else) receives the message or email, they can simply tap on the link to view your highlight in any web browser on a computer or mobile device.

+ Can I watch a game from the past?

Yep! If you are a HiCast Sports Network subscriber with an active Pass, you've got immediate access to all games on-demand up to 90 days following the date it was recorded.

To view a game from our archive:

1. Choose the Venue and Field/Court. The video will appear and default view to the current or most recent date of footage available. Select the "On-Demand" tab if it's not already selected.
2. Tap on the date above the video window to reveal a calendar. Tap on the date you wish to view. The video will update displaying the date you selected and default to the earliest hour of footage available.
3. Tap on the hour picker to choose the start time of your game.

+ What's the cost to subscribe to the HiCast Sports Network?

Our HiCast Sports app is a free download and you've got a 1-hour free trial pass. You'll get access to all of our events, live and on-demand, from all of our venue partners across the country, and a chance to try our cool features. If you'd like to download your game highlights, and extend your viewing time, you'll need to purchase a pass.

After your free trial, you can pick the pass that's right for you to keep your subscription to the HiCast Sports Network. You can buy one of three pass options here:

Seven-Day Pass – $12.99 (one time pass, non-recurring)
Monthly Pass - $12.99 per month (recurring)
Family Monthly Pass - $19.99 per month (up to four users, recurring)

Your pass purchase keeps the network running and helps us reach more sports venues across the country.

+ I signed up for a Family Pass. How do I add family members?

Once you create your account and buy a family pass using that account, you can add family members after each has created their own account and their free one-hour trial has expired. You can remove family members at any time. Just follow these steps:

If using our mobile app for iOS:

1. Ask each family to create their own account so each person has a username.
2. Go to your Profile and tap on the gear (settings) icon in the upper left corner of the screen.
3. On the Settings screen, tap on "Add Family Members"
4. Search for your family members and tap to add them.
5. When your family members login to their accounts, they will now see that their Family Pass has been activated on their Profile screen in the upper right corner of the screen.

If using our web viewer on your computer:

1. Ask each family to create their own account so each person has a username.
2. Tap on your Profile icon and select "Change HiCast Pass".
3. On the HiCast Pass screen, tap on the "Manage Family Members" link.
4. Search for your family members and tap to add them.
5. When your family members login to their accounts, they will now see that their Family Pass has been activated on their Profile screen in the upper right corner of the screen.

Let us know if you have any further questions. For more information on our services and app, visit http://www.hicastsports.com/support

HiCast Support

+ My Free Trial Pass has expired, but I saved and shared highlights during the trial period. Do I get to keep them?

Of course. As long as you keep your HiCast Sports account, you have access to your Profile, the HiCast Feed (where you can view highlights shared by subscribers), and your Saved Highlights and Highlight Reels. When you're ready to watch live events, and save and share highlights, just tap on the Buy Pass link on your Profile or in Settings. You can pick the Pass that's right for you.

+ After my paid pass expires, can I do anything in the app for free without a buying a pass?

Absolutely! We're happy to keep you as a user. As long as you keep your HiCast Sports account, you have access to your Profile, the HiCast Feed (where you can view highlights shared by subscribers), and any Saved Highlights and Highlight Reels you created during an active subscription period. When you're ready to watch live events, and save and share highlights, just tap on the Buy Pass link on your Profile or in Settings. You can pick the Pass that's right for you.

+ How can I cancel my monthly pass subscription?

To cancel an active monthly pass you set up through your Apple iTunes account, follow directions here: https://support.apple.com/en-us/HT202039

To cancel an active monthly pass you set up through our website, in our app, go to the Profile screen. Tap on your Pass identified in the upper right corner. Find your current "Purchased" pass and tap on the cancel link below it. If you need help or want us to verify that you pass is cancelled, contact us: support@hicastsports.com

+ I want to change my password. I'm logged in, but I can't remember the old one to change it.

1. Go to your Profile and log out.
2. On the login screen, tap the "Forgot your password?" link. We'll send you an email with a temporary password so you can log in.
3. Use that temporary password to log in to your account.
4. Go to your Profile and tap on the Settings icon (upper left corner).
5. On the Settings screen, tap on Change Password.
6. Enter the temporary password into the Current Password field and you can create a new one.

+ How long does HiCast save archived game footage?

Three months since the date of your game. During this time, you can save highlights from this footage. Your saved highlights will remain available for the duration of your user account.

+ Can I save and purchase an entire game?

Unfortunately, not yet. We don’t have a way to export an entire game for you, but we’ve had this request often. We’ll continue to archive the game (and you can save your favorite highlights from the game) while our team explores ways in which we might be able to offer a game clipping service to make this possible. We totally understand why you'd want to save an important game, and we'll share this with you if and when we can make it possible.

+ How can I help make the HiCast Sports Network even better?

Give us your feedback! We'd love to hear your thoughts about the HiCast Sports Network experience.

+ How can I find out about new venues and stay up-to-date on HiCast news?

We’re adding new venues to our HiCast Sports Network as quickly as we can. The best way to find out about new ballparks, is to get our app and check the Venue listing, or check our map. Also, follow us on Facebook and Twitter for frequent updates, and subscribe to our Blog to keep up with our latest news.

+ How do I find a game?

You'll need to know the venue, field number or name, date, and time of your game, then watch our App Demo Video or follow these steps:

➊ On the main menu, tap Venues.

➋ Tap the venue name in our list, or find a venue by typing the location (name, city, or state) in the search field. You can sort the list of venues by proximity or alphabetically.

➌ The Venue screen will show a list of fields numbers or names. Tap a field to view games on that field. The display will show the current or most recent date available with game video. To choose a previous day, tap the date, then select the day on the calendar you want to see.

➍ Tap on the hour selector to choose the hour closest to your game time, then use the timeline below the video to fine-tine your time selection.

+ How do I delete a saved and/or shared highlight?

To delete a saved highlight you have created follow these steps:

1. Go to the Highlights screen. On that screen, you will see thumbnail images of your highlights.
2. On the highlight you want to delete, swipe the thumbnail image from right to left and it will reveal a trash icon on a red background. Tap that to delete the highlight.

To delete a highlight you shared to the HiCast Feed, follow these steps:

1. Go to the Profile screen. Scroll to the shared highlight you want to delete.
2. Tap on the (...) below the video on the right side. This will reveal a menu.
3. Tap on the DELETE item to delete the shared highlight.

+ How can I be sure that I'm using the latest and greatest version of the HiCast Sports app?

We're constantly making enhancements and improvements to our app and our technology platform, so be sure to turn on "Automatic Downloads" for "Updates" in your iTunes & App Store settings. If you currently have the Android version on your device, turn on "Auto-update apps" in your Google Play Store settings to ensure you're using our latest and greatest app version available. This way, any time we update our app, your device will automatically receive and install it.

+ What do I do if I’ve forgotten my password?

Just open the app or web viewer and tap on the "Forgot your password?" link below the password field on the log in screen. You will be asked to submit your username. If you can't remember your username, enter the email address you used to create your HiCast Sports account. We'll then send you an email with a temporary password and instructions to login in and reset your password.

+ What’s the quickest way to find and share great plays?

You'll need to use our app for this feature. The quickest way to find great plays is to see them happen live, whether you’re watching the game from the stands or from within our app. When a great play happens, tap the orange tag button to save the highlight. On the tag screen, you can quickly tag it using our tag options, and/or add a custom name to help you remember the moment. This is a great way to note the score, a player's name, or an inning to customize your game highlights.

All of your game highlights are saved in your Highlights screen, organized by date, time and your tags to make it easy for you to access, edit and share them whenever you like.

+ How can I share my highlight with family and friends?

You can share your highlights with family and friends beyond the HiCast Sports Network in three ways:

➊ You can connect your Facebook and/or Twitter account to your HiCast Sports account so when share your highlight on the Share screen, you can publish your highlight to our social network and your profile, and simultaneously share it to Facebook and/or Twitter. To connect these social accounts, go to your Profile, and tap the Settings icon in the upper left corner. On the Settings screen, tap Linked Social Accounts and then tap the Connect button for Facebook and/or Twitter.

➋ After you've shared your highlight in our social network, you can share the link to this highlight to anyone via instant message or email, or you can copy the link and share it any way you like. When viewers receive the link to your highlight, they can see it through a computer or mobile browser on their device, so our app is not needed to view the highlight. On your shared highlight, just tap the share icon below your highlight video in the HiCast Feed and a menu will appear. You can tap to share your highlight via message, email or copy a link to it.

➌ If you have an active HiCast Pass, you can also download a highlight to your device on the Preview Highlight screen. After you've edited your highlight, just tap the download icon in the lower left corner and this will download the highlight to your device.

+ Can I download my highlight? And what can I do with a downloaded highlight?

Yes, you can download your highlights for personal use if you have an active paid HiCast Pass and you follow our usage guidelines. Refer to our Terms of Use Agreement for details, but here's a summary of what you can do with your downloaded highlight:

1. HiCast Sports Network owns the copyright to our content, including highlights you create and download. We grant you a license to download, view, edit and share your highlights for your personal use, not commercial use.

2. You must retain our logo on the downloaded highlight. So, if you share your highlight in social media, you can't crop out or obstruct our logo on the video. And we appreciate it if you tag us #hicastsports so we can help you promote it. You can not add company logos on or around the downloaded highlight, or integrate the highlight into another video or digital asset for a company, as that would be considered commercial use.

3. If a company, such as a media company, shares or retweets your highlight, no problem. We want you to gain as much exposure for your highlight as possible, but if a company wants your highlight for their use, they must contact us for written permission. For example, if a media company wants to feature your highlight in their television program or edit the highlight and feature it on their web site, they need to contact us for permission to use the highlight in this way.

To download a highlight, go to your Highlights screen and tap on the highlight you'd like to download. On the Preview Highlight screen, tap the download icon in the lower left corner of the screen to download the highlight to your device.

+ Can I share my highlights in Instagram or Snapchat?

Sure, but you've gotta retain our logo on the downloaded highlight. Instagram and Snapchat currently don’t make it possible for us to send your highlights from our HiCast Sports app directly to your Instagram and Snapchat accounts, so you first need to download your highlight to your device from the Preview Highlight screen using our app. Now, you can open the Instagram app or the Snapchat app and upload your highlight to share it with your followers. You'll need an active HiCast Pass to download highlights.

+ I can't download my saved highlights? What's up with that?

Your iPhone Settings are likely preventing our app from downloading your highlights to your Photos app. To check and change permission, tap on your iPhone Settings app. Scroll down until you see the HiCast app in your list of apps and tap it. Tap on Photos and select "All Photos" to allow access to your Photos app. This should enable highlights downloads from our app to your Photos app.

+ How can I get my highlights featured in the HiCast Feed?

We can’t wait to see your highlights and we’d love to share them with our users around the world. When you share a highlight, be sure to tag us on the Share Highlight screen before you share it in your HiCast Feed so we can see it! We'll repost the ones we love best.