RugbyZone FAQ
Please review these FAQs for answers to the most common queries.
Account and Billing Questions
Do I need a credit card to use RugbyZone?
What forms of payment do you accept?
What is currently available?
How do I buy a day pass?
Is my credit card transaction secure?
Nothing is happening after I try to register. How come?
What can I do if my payment card is declined and I think it is a mistake?
Can you tell me how much I will be charged in my local currency if I am using a non-US credit card?
How can I view my purchase history?
How can I retrieve my password if I forget it?
How can I change my password?
How can I change my email address or username?
How can I change my credit card details on file for future purchases?
How can I cancel a subscription or reactivate a subscription?
How do I subscribe or unsubscribe from your offers, newsletter and upcoming event emails?
Minimum System Requirements
What are the system and settings requirements?
Do you support the Macintosh or Linux operating systems?
Can I use dial-up Internet access?
How do I turn on or 'enable' JavaScript in Internet Explorer?
How do I set up Active X in Internet Explorer?
How do I turn on or 'enable' Cookies in Internet Explorer?
Can I use other media players like QuickTime, RealPlayer, etc?
Can I access RugbyZone content from different computers, for example at both home and work?
Can I log in and view the content multiple times?
Can I save downloaded matches onto other devices or DVDs?
What is Digital Rights Management (DRM)?
How do I get a DRM license?
Will the RugbyZone service work with my Firewall?
In the past I have had problems with buffering when watching video over the internet. What can I do to ensure that I will be able to enjoy the video experience?
How can I make the video image larger?
Can I watch RugbyZone content on my TV?
Technical Troubleshooting
What if I can see the video, but I cannot hear audio?
I can't get my Windows Media Player to work. Where can I find more information?
Why am I being asked to login, or to buy the same package again and again?
Why did I get a "Maximum Licenses Reached" notification?
Why does your webpage look odd or not work right with all web browsers?
Additional customer support
What kinds of support are available?
When is live text-based chat support available?
How quick will your support staff reply to my email?
What do I do if I've tried everything you suggested but I still can't get it towork?
Account and Billing Questions
Do I need a credit card to use RugbyZone?
Various previews and events are offered free and are available only with RugbyZone registration. You do not need a credit card to register for RugbyZone newsletters and to watch this content. However, you do need a credit card to purchase media or subscribe to RugbyZone.
What forms of payment do you accept?
RugbyZone accepts payments using American Express, Discover, MasterCard or VISA card
We cannot accept payment by check, money order, by mail or phone.
What types of offerings are currently available?
1. Day Pass
A Day Pass allows you to buy a one specific day of rugby. If there are two or more matches being played on that day you get to watch both/all of them. You will only have access to those matches on demand for 30 days after the date of purchase and you will not have access to the TV shows or any of the other archive content.
How do I buy a day pass
Go to RugbyZone
Click on Join Now at the top of the site.
When you have made your choice please click the Join Now or Subscribe button.
Join Now: Complete the instructions to register your email address and create a password.
Subscribe: Login and complete the purchase process.
During the purchase process, you will need to provide your credit card information.
Once you've registered, RugbyZone will confirm your purchase and your media file(s) will be accessible to you.
Please note in order to validate your billing information, as part of the purchase process, a $2.00 charge will temporarily appear on your account. This charge will automatically be reversed whether you make a purchase or not.
Occasionally, a credit card purchase is declined after the email notification is sent. If you are prompted to buy the content again this is most likely the cause. Please contact RugbyZone Billing and Technical Support to verify if the original transaction was accepted.
Is my credit card transaction secure?
You can rest assured that your credit card information is secure because RugbyZone uses SSL (Secure Sockets Layer), a highly sophisticated online encryption service for transporting your credit card information.
Nothing is happening after I try to register. How come?
You'll need to turn off the pop up blockers. You can either turn them off or hold down the Ctrl-key while clicking register.
What can I do if my payment card is declined and I think it is a mistake?
We use an independent credit card verification company to authorize all credit card transactions. If a credit card is declined we do not know the reason and we are not able to assist you further with getting it approved.
If your credit card is declined it is often due to problems matching up addresses with card billing records. We suggest that you try to enter the card information again exactly as it appears on your card bill or try to use another card if possible.
Unfortunately, we cannot assist you further with this if the system does not approve your purchase but we suggest that you contact your card issuer. You are welcome to try to use another payment card.
Can you tell me how much I will be charged in my local currency if I am using a non-US credit card?
We cannot do a currency conversion for you. You can determine this for yourself using one of the many free currency conversion tools on the Internet. You can locate one of these tools via a search engine like Google. We will be adding support for additional currencies in the near future.
How can I view my purchase history?
You have to login to with your username and password. Then click on the "Profile" button. You can then click on the "View purchase history" link on the page.
How can I retrieve my password if I forget it?
If you forget your password, go to www.rugbyzone.com, enter your username, if you hover over the password block the "Forgot Password" link will appear, please click on the link. Another screen will ask your username again. An email will be sent to your registered e-mail address explaining how to reset your password. Please check your spam, bulk, or junk mail folder if the email does not arrive.
How can I change my password?
You have to login to with your username and password. Then click on the "Profile" button. You can then click on the "Change account information" link on the page.
How can I change my email address or username?
You have to login to with your username and password. Then click on the "Profile" button. You can then click on the "Change account information" link on the page.
How can I change my credit card details on file for future purchases?
You have to login to with your username and password. Then click on the "Profile" button. You can then click on the "Change payment methods" link on the page.
How can I cancel a subscription or reactivate a subscription?
You have to login to with your username and password. Then click on the "Profile" button. You can then click on the "Manage subscriptions" link on the page. To cancel select the Action "Cancel" on the page. RugbyZone does not issue refunds for the remainder of the subscription term but you will continue to be able to access the content until the term expires. If you prefer you may contact RugbyZone Billing and Technical Support to cancel your subscription. To reactivate a subscription that has been disconnected you have to re-purchase the package.
How do I subscribe or unsubscribe from your offers, newsletter and upcoming event emails?
You can click on the unsubscribe link in the e-mail or you can send a mail to RugbyZone Billing and Technical Support and ask to be unsubscribed.
Minimum System Requirements
What are the system and settings requirements?
RugbyZone's minimum requirements are:
Operating System: Windows 2000, XP or Vista, MAC (No LinuxOS*)
Browser: Internet Explorer 7.0 or higher with cookies enabled (default setting)
Flash Player: version 10
Connection Speed: Broadband connection required. Speed of 500 kbps or higher (Dial up connection is not recommended for this offering.)
System Clock: Set to correct time zone, time and date.
Active X: Enabled
JavaScript: Enabled
Pop-Up blockers: Set to off
Don't have Flash Player? Click here to get it.
Please note: RugbyZone Technical Support cannot assist Intel, Macintosh and Linux users running Windows OS in Boot Camp, Parallels or any other virtualization tools.
Do you support the Macintosh or Linux operating systems?
You can use MAC operation system, but you have to have the following softwares installed in your system:
Browser: Mozilla FireFox 3 Click here to get it.
Players: Flip4MAC or Windows Media Player 9 Click here
Adobe Flash Player Click here
You would only be able to watch live and on demand matches, as the files are protected with Windows Media Digital Rights Management (DRM) and do not support MAC or Linux.
Although we do not support Linux, the content provided via flash works well on the Linux operating system. It works with the Adobe Flash player for Linux. Due to a bug in flash for Linux, watching games in fullscreen with high resolution results in jerky video (sound is still fine). The solution is to reduce the screen resolution to a low figure (like 800x600) while watching a game in fullscreen. Video quality is NOT affected, or at least not noticeably. After watching the game the resolution can be increased to the normal value.
Can I use dial-up Internet access?
No, a dial-up connection should not be used. We recommend that you have a broadband connection speed of at least 500kbps (0.5mbps) to enjoy our service.
How do I turn on or 'enable' Javascript in Internet Explorer?
1. Click on Tools > Internet Options... in the menu bar of your browser
2. Click on the Security tab
3. Make sure the Internet zone is highlighted
4. Click on Custom Level... to bring up your Security Settings
5. Scroll down the list for the Active scripting option
6. Make sure that Enabled is selected
7. Click OK to close the Security Settings window
8. Click OK to close the Internet Options window
How do I set up Active X in Internet Explorer?
1. Click on Tools > Internet Options... in the menu bar of your browser
2. Click on the Security tab
3. Make sure the Internet zone is highlighted
4. Click on Custom Level... to bring up your Security Settings
5. Scroll down the list for the ActiveX options
6. For Download unsigned ActiveX controls make sure that Enabled or Prompt is selected
7. For Initialize and script ActiveX controls not marked as safe make sure that Disable is selected
8. For Run ActiveX Controls and Plug Ins make sure that Enable is selected
9. For Script ActiveX Controls marked safe for scripting make sure that Enable or Prompt is selected
10. Click OK to close the Security Settings window
11. Click OK to close the Internet Options window
How do I turn on or 'enable' Cookies in Internet Explorer?
1. Click on Tools > Internet Options... in the menu bar of your browser
2. Click on the Privacy tab - Click on the Advanced button
3. Check the box marked Override Automatic Cookie Handling
4. Make sure that Accept is selected for both First-Party and Third-Party Cookies.
5. Also check the Always accept session cookies box
6. Click OK to close the Advance Privacy Settings window
7. Click OK to close the Internet Options window
Can I use other media players like QuickTime, RealPlayer, etc?
No. You need to use Windows Media Player 11 with our service. This is because of the security features of the player that allow us to keep the video safe from unauthorized use.
If you have more than one media player on your computer (RealPlayer, QuickTime Player, etc), please set Windows Media Player 11 as your default media player to avoid problems accessing our content.
To make Windows Media Player the default media player:
1. Open up the Windows Media Player application
2. Click on Library > More options
3. Click on the File Types tab
4. Check the boxes for
5. Windows Media File (asf)
6. Windows Media Audio file (wma)
7. Windows Media Video file (wmv)
8. Click Apply and then OK
Can I access RugbyZone content from different computers, for example at both home and work?
You are allowed to watch from up to three (3) different computers, using the same Login and password, as long as you do not do so at the same time. You must close the video window on the currently streaming computer prior to being able to view on another computer. Do not share your Login and password with other users. Violation of this rule may result in the cancellation of your subscription and no refund will be provided.
Can I log in and view the content multiple times?
Yes. You can enter and exit the video service as many times as you like within the duration of the license period of the offering. Please note that in absolutely no way can you use the content you purchase on RugbyZone for commercial gain.
Can I save downloaded matches onto other devices or DVDs?
No, the video content utilizes Digital Rights Management (DRM) technology to protect content from unauthorized distribution and viewing.
What is Digital Rights Management(DRM)?
Digital Rights Management (DRM) is a technology that allows for the secure management of digital media. This security protects the content from illegal and unauthorized sharing and viewing (also known as digital piracy) by issuing licenses to your computer for each piece of protected content to which you are authorized. As long as this license remains on your computer, and it has not expired, you will not need another license to watch that same piece of content on that computer. As such you will not need to be connected to the internet to view downloaded content after the license has been delivered.
How do I get a DRM license?
Usually, a DRM license will be delivered to your computer automatically when you play RugbyZone content. If this is the first time you've ever tried to play DRM licensed content on your computer, or if you recently reinstalled or upgraded your Windows Media Player, Windows Media Player may ask for your permission to download security upgrades from Microsoft.
This process should start automatically, but you will need to click 'Yes' or 'OK' when asked to permit the upgrade. If you don't permit the upgrade, RugbyZone content may not play.
If the process fails for some reason, you may need to reinstall Windows Media Player. Please consult Microsoft's Windows Media Player website for additional assistance.
Will the RugbyZone service work with my Firewall?
Sometimes personal and network firewalls can block communication between your computer system and the Digital Rights Management system and prevent the delivery of licenses. If this happens you may be unable to download or view content. Most firewall or internet security software will prompt you with a message asking whether you want to allow or permit the following programs to use the internet:
You must permit these programs to access the Internet.
If you have any problems downloading the programs or requesting licenses we recommend that you temporarily disable your firewall and then try to play the video again. Once the video has started playing you may re-enable your firewall.
If you are trying to access from an office or university network please contact your Network Administrator.
In the past I have had problems with buffering when watching video over the internet. What can I do to ensure that I will be able to enjoy the video experience?
We recommend you test your service to make sure it will support the bandwidth requirements for streaming video. Our videos are streamed at 700 kbps and 1000 kbps, but we recommend that you have at least 750kbps speed for a quality experience. Bandwidth depends on your Internet Service Provider. It can be affected by network traffic and other users at your location. We suggest the following:
1. Do a web search for "test DSL connection" to find sites where you can test the speed and quality of your connection.
2. Turn off any other programs that are sharing your connection like other browser windows and email programs.
3. Re-start computer to close other programs that may be running in the background.
How can I make the video image larger?
To go full screen, simply double-click the video. You can do this at any time during video play. If you are watching content in a stand-alone video window (Windows Media Player) you can use the "video size" control under the "View" menu on the player to set the size of your picture to full screen or click on the button with the arrow at the bottom right to make the image full screen. (Use your Escape key to exit this mode.) We strongly recommend using Internet Explorer, as you may experience difficulty watching in full screen while using Firefox or other browsers.
If you are watching content on our video player, which has chat/comments, text feeds and other features, you also have the option of double-clicking the video for full screen mode or opening the video into a resizable window. Locate the ‘ undock’ icon just above the video in the upper-right hand corner and click. The video will briefly pause while opening into a new, resizable window. You can change the size by holding down the curser on the lower right-hand side of the window and pulling (or pushing) it to obtain the desired size.
Can I watch RugbyZone content on my TV?
If you are able to connect your computer to a TV you can watch RugbyZone content on your television. Please check the documentation that came with your computer for more information about its capability to link to a television or home stereo. RugbyZone invites you to use the following settings to watch the media on your television. However, the RugbyZone technical and billing support team does not provide chat/email support for this feature.
Depending on the type of connection your PC and your television has, you can take the steps listed below to view programming. Please consult your local electronics retailer to learn more about the components needed for viewing.
Composite Video
Most DVD-equipped computers have this setup. The outputs are usually located at the rear or side of computer; the video output is color-coded yellow and the audio output, or line-out color-coded white and red, is the 3.5mm jack usually indicated by this icon
S-Video
In most cases you can connect to a TV from your computer's video card using an S-Video cable. S-Video is a standard connection for video on most modern televisions and computer video cards. In order to use this feature, your TV must also have an S-Video input.The S-Video cable is only for the video picture so you will also need to connect the audio from your computer to your TV or your home stereo system. This is usually done using an RCA cable, which plugs in to your computer's audio or video card.
Audio Output but NO Video Output
If you have an older video card, you may not have a video output that can be directly connected to your TV. In this case, you will need to utilize the VGA port on your computer, which is the connector that's attached to your PC monitor.
For more information on this topic please watch this video.
Technical Troubleshooting
What if I can see the video, but I cannot hear audio?
Check that your system volume and/or speakers are not muted or turned to a very low setting. You can usually do this by choosing Start > Control Panel > Sounds and Audio Devices
Also check that there are no other applications playing sound that are currently running on your computer. If you continue to have trouble, we recommend the following change in Windows Media Player:
1. Launch Windows Media Player.
2. Choose Tools > Options.
3. In the Player tab, check the box next to Download codecs automatically.
4. Close Windows Media Player and all instances of Internet Explorer.
5. Relaunch the Windows Media Player.
I cannot get my Windows Media Player to work. Where can I find more information?
Please consult Microsoft's Windows Media Player website for troubleshooting assistance.
Why am I being asked to login, or to buy the same package again and again?
In the unlikely event that you have this problem we suggest you clear your cookies, temporary Internet files and lower your Internet Explorer privacy settings:
1. In Internet Explorer: click on Tools > Internet Options
2. In the General Tab's Temporary Internet Files section, click on the Delete Cookies and the Delete Files buttons. Also, click on the Settings button and set Internet Explorer to check for newer versions of stored pages with every visit to the page, and then click OK.
3. On the Privacy tab set the slider-bar to default Medium. Then click the Advanced button and verify that the Override Automatic Cookie Handling option is not checked. Then click OK to close the Advanced Privacy Settings pop-up.
4. Click OK to accept the changes and close the Internet Options panel.
5. Close all instances of the Internet Explorer browser and then launch a new Internet Explorer browser to access our content.
Why did I get a "Maximum Licenses Reached" notification?
If you get a "Maximum Licenses" message when you try to download an item it has come from the Digital Rights Management system which is designed to prevent unauthorized sharing, copying or viewing of the content. The Digital Rights Management system limits the number of licenses that can be issued and if the limit is reached a "Maximum Licenses" message is displayed. Please be aware that you are only allowed to view your download on a maximum of three computers. Occasionally, users will receive a 'Maximum Licenses Reached' notification after using less than 3 different computers.
Maximum Licenses can also be caused by settings configured by your Internet Service Provider (ISP).
To correct these settings, please perform the following steps prior to contacting Customer Care:
1. In the menu area at the top of the Internet Explorer (IE) window, click "Tools"
2. In the list that appears, choose "Internet Options"
3. In the window that opens, the "General" tab will be the first tab displayed.
4. Please select the "Connections" tab.
5. Click "LAN settings"
6. Ensure all boxes are un-checked.
7. Click Ok.
8. Please select the "General" tab.
9. In the central section, labeled "Temporary Internet Files"
10. Choose "Delete Cookies"
11. Click "OK" in the verification window.
12. Choose "Delete Files"
13. Click the box beside "Delete all offline content" and click "OK".
14. Please click "OK" at the bottom of the "Internet Options" window.
15. Please close and re-open Internet Explorer (This is a very important step).
If you continue to receive the "Maximum Licenses Reached" notification, please contact Customer Care for assistance.
Why does the webpage look odd or not work right with all web browsers?
Different web browsers, such as AOL, Firefox, Netscape, Opera, etc., display web pages slightly differently and this makes it difficult to give everyone identical looking pages. The RugbyZone service has been designed to be optimized for Internet Explorer version 7.0.
Please note that AOL's web browser is a non-standard version of Internet Explorer.
If you are having problems when using another web browser (Mozilla Firefox, etc.) please switch to the stand-alone version of Internet Explorer (normally located under the Start button or on your desktop). We suggest also that you run Windows Update to make sure you have the latest updates to your software. Just do not upgrade to Internet Explorer 8 at this stage.
Additional customer support
What kinds of support are available?
You can contact our Billing and Technical Support team via live text-based chat or via email.
When is live, text-based chat support available?
Live Chat is available 24 hours a day over weekends, 11am - 7pm SA time during the week. If you are having problems connecting to us,try installing the latest Java version for free at www.java.com.
How quick will your support staff reply to my email?
Our Billing and Technical Support staff will respond to emails within one day but typically much sooner. If your email has a spam filter running please check your "spam", "bulk", or "junk" mail folder in the event that your spam filter intercepts our reply to your email. If you email us and then also contact our live text chat support staff before we have replied to your email, please let our support staff know that you also have an email pending in the support queue.
What do I do if I have tried everything you suggested but I still cannot get it to work?
Please contact RugbyZone Billing and Technical Support. RugbyZone Technical and Billing Support is available seven days a week to help you have the best experience with our service as far possible!
Still need help? Click Here for RugbyZone Technical and Billing Support.
