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Video FAQ
Checkout below for answers to the mostly commonly asked questions.
What are the different video subscription options available, how much are they, and what do they include?
A single clip is one round of the selected entry, and includes a download of the clip to your personal device.
A My Horse subscription is all the rounds of one selected entry for one selected show week, and includes downloads to your personal device of all clips taken during that show week. **NOTE: Please make sure you select the correct SHOW WEEK
The Show Subscription is all rounds of EACH entry in the show for the selected show week, and DOES NOT include downloads to your personal device. Users may purchase downloads for $15 more per clip.
The Circuit Subscription is all rounds of EACH entry for ALL shows within the selected circuit, and DOES NOT include downloads to your personal device. Users may purchase downloads for $15 more per clip. NOTE*** SOME show companies also include Live Streaming in the Circuit Subscription if that is location where this service is offered.
ShowGrounds does not typically offer refunds for video purchases, however if you purchase a video by mistake or receive the incorrect clip please email us directly at [email protected].
If you are logged into SGL, select the desired show company, and the select VIDEOS from the left hand menu. In the next screen change the dropdown to MY SUBSCRIBED VIDEOS and you will see any clips or downloads that you have purchased. *Note that this is only for the selected show company.
ShowGroundsLive offers our video service at as many events as we can. There are times when it's not economically viable to provide the service and other times when there are technical limitations that make it difficult. We work with our show company partners to offer the broadest range of services we can at each venue.
You should receive an automatic email from the system as soon as we receive your support email. We try to resolve issues as quickly as possible but our response time can be effected by staffing and other factors that may be out of our control. Our goal is to respond to each support request in no more than 24 hours but try to respond more quickly when possible.
If you have a subscription that includes a download, you can open the clip and download it to the device by opening the clip in SGL and then selecting the download button on the right hand side. The video will download to your device, you are then able to save it and share it as you wish.
You can either report a video problem via email to [email protected] directly, including the class number, trip date, and entry number , or you can select the REPORT feature on the clip itself (pictured below). If you select the latter, a dialog box will appear that prompts you to pick the problem category and it will send SGL a ticket.
If you see a transaction on your credit card that you do not recognize or think that it’s unauthorized, please contact [email protected] or call 413-625-3177 option 2 for support.
Last modified 3mo ago