Your Questions, Our Answers

Game Coverage

+ Are games delivered "live" and is that the same thing as "live-stream" coverage?

We capture live events from venues in our HiCast Sports Network and automate the delivery of that video coverage to you through our mobile app as quickly as we can reliably move that video from the ballpark to the device in your hand. Our standard "live" delivery is typically 2-4 minutes behind the actual game time. We choose to not "live-stream" games, but instead use our own unique video capture, process and delivery solution. Our solution enables us to more reliably save and deliver your games in the event of an unexpected power or internet outage as we have redundant methods to save your important memories built into this solution. But we know speed is important.

We aim to increase the speed of live game delivery, without impacting the quality and reliability of saving and delivering your important memories to you.

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

Many things can cause delays in our ability to deliver the game as close as possible to live time, 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 wifi networks even block video content delivery, 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 moving to your 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 do our best to help resolve the problem.

+ 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. Our standard recording schedule on game days begins at 6:00am and ends at 11:59pm. We know that games can stretch into extra innings or get delayed by rain, so we 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 camera status at your venue, go to the Venues screen in our app and choose the venue you'd like to see. The selected venue screen will display a list of fields (or cameras). Tap to view the field event video. On the event video screen, you can change the date and time to find your game. 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 your venue. Give us a heads up. We'll get in touch with our venue partner right away, and 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. 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 as quickly as possible. In the case of a power or an internet outage, our cameras continue to record games. When power or internet connectivity is back up, we will make your game video available within our app to view on-demand, but this could take a couple of hours or days depending on the length of outtage time.

It's also possible that a camera or another element of our network equipment at the venue might be 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.


Getting Started as a New User

+ What do I need to do get started?

We've happy to have you! Take a look at this handy Welcome page and we'll guide you through the process.

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

Currently, our mobile app is for iOS devices. It is optimized for iPhone display, but it will run just fine on an iPad. On the iPad, you will need to scroll just a bit to see the full screen.

This Spring 2017, we'll offer an Android version and a Web Viewer, making it possible for you to watch events live and on-demand and our subscribers' shared highlights in a web browser on your computer (desktop or laptop) or mobile device.

+ Can I watch games on my computer?

Not yet, but soon! We're finalizing development of a Web Viewer, making it possible for you to watch events live and on-demand and our subscribers' shared highlights in a web browser on your computer (desktop or laptop) or mobile device.

+ Can I watch highlights or highlight reels on my computer?

Yep! HiCast Sports mobile app subscribers can create and share highlights and highlight reels from games delivered in our HiCast Sports Network. When a subscriber shares a highlight or a highlight reel in our HiCast Feed, that highlight can now be shared with family and friends in the form of a link which can be delivered in a text message or an email. When the family member or friend receives the message or email, they can simply tap on the link to view the highlight or highlight reel in any web browser on a computer or mobile device.

+ My grandpa doesn't have an iPhone. How can he see my game highlights?

If your grandpa has an Android device or a computer, he can watch game highlights or highlight reels you save and share using your HiCast Sports mobile app. When a subscriber shares a highlight or a highlight reel in our HiCast Feed, that highlight can now be shared with grandpas (and everyone else!) in the form of a link which can be delivered in a text message or an email. When your grandpa receives the message or email, he can simply tap on the link to view the highlight or highlight reel in any web browser on a computer or mobile device.

+ Can I watch a game from the past?

Yep! Since the launch of our version 3 app on July 14, 2015, we began archiving all games covered in our HiCast Sports Network. If you are a HiCast Sports Network subscriber with an active Pass (a Free Trial, or a paid pass), you can watch all archived games on-demand up to six months following the date it was recorded.

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

Our HiCast Sports app is a free download and we'll give you a free 24-hour Trial Pass so you can see how you like it. 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 all of our cool features.

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 within our app as an in-app purchase using your iTunes account:

Seven-Day Pass – $5.99 (one time pass, non-recurring)
Monthly Pass - $5.99 per month (recurring)
Family Monthly Pass - $7.99 per month (up to four users, recurring)

Your pass purchase helps us to reach more sports venues across the country and directly supports the venues you follow as we contribute a portion of our proceeds to our venue partners. It’s a win-win!

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

Absolutely! We've 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'll need to do this through your iTunes account. Follow these steps provided by Apple.

+ How long does HiCast save archived game footage?

Since July 14, 2016, we offer archived game footage from all of our participating venues for up to six months. 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.

Using App Features & Tips

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

Our newest app is HiCast Sports version 3. Our previous version 2 is no longer active, so if you have not yet updated your app, please get our latest free update available in the App Store.

If your iTunes and App Store Setting is turned on for Automatic Downloads for Updates, you'll get our latest app updates without delay. If not, open the App Store app on your device and tap on Updates to reveal a list of available app updates for your device. Look for the HiCast Sports app and tap to update it. We're constantly making enhancements and improvements to our app and our technology platform, so be sure to turn on Automatic Downloads for Updates to ensure you're using our latest and greatest app version available.

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

Just open the app 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?

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 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 share my highlights in Instagram or Snapchat?

    Sure! 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. Now, you can open the Instagram app or the Snapchat app and upload your highlight to share it with your followers.

    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.


Updating Your App from Version 2 to Version 3

+ I just updated my HiCast Sports app to version 3, now what?

Woo hoo! For starters, if you're an existing version 2 user and have an active Pass, it remains active through the duration of your Pass purchase timeframe.

Just log in to version 3 using your email address and password (as you did in version 2). We've created a temporary username for you, but you can change it, add your name and a profile photo to make it easy for your friends to find you, and share additional information about yourself in your new Profile settings.

Check out this [video demo of version 3.0][1] if you'd like a quick introduction on how to use it.

+ When I update the app to version 3, what happens to my saved replays from version 2?

We'll automatically move them over to version 3 and place them in your Profile. After you open the version 3 app and log in with your existing email address and password, go to your Profile and tap the Settings icon. On the Setting screen, tap "Version 2 Replays" to download your saved replays to your device whenever you like.

+ I'm a version 2 user but have been testing the Beta 3.0 app. What do I do?

First, update your version 2 app. Then just log in to version 3 using the username or email address and password you have been using with the Beta 3.0 app. We've moved your Beta 3 account over to version 3, so any highlights you've saved and shared will be there.

After you've successfully logged into version 3, please delete the Beta 3 app on your device as it's no longer active.

+ I'm a Beta 3 app user and do not have version 2 on my device. What do I do?

We've moved your Beta 3 app account over to version 3. Go to the App Store to download the HiCast Sports app to your device. When you open the app and log in to version 3, use the username or email address and password you have been using with the Beta 3 app. Any highlights you've saved and shared will be there.

After you've successfully logged into version 3, please delete the Beta 3 app on your device as it's no longer active.

+ Buckhead Baseball is my primary venue and I have been using the Beta 3 app. What do I do?

We've moved your Beta 3 app account over to version 3. Go to the App Store to download the HiCast Sports 3 app to your device. When you open the app and log in to version 3, use the username or email address and password you have been using with the Beta 3 app. Any highlights you've saved and shared will be there.

After you've successfully logged into version 3, please delete the Beta 3 app on your device as it's no longer active.