FAQ

Frequently Asked Questions

What do I need to watch live videos?

You need a minimum of 0.24Mb download Internet speed to watch our live streams. The ideal streaming speed is 2.5Mb, which gives you HD (High Definition) quality. Check your internet speed at http://www.speedtest.net

We support most devices and operating systems: Microsoft® Windows®, Apple® Mac® or Linux OS with Adobe® Flash® or tablets including Google® Android™ devices and Apple® iPad® or iPhone® devices will work. We are streaming a lower bitrate feed that works over most 3G and 4G services. Please consult with your local access carrier for rules and regulations. Please be aware that we are not responsible for data connection charges to view the stream on any platform or service.

Do I need to download anything to view the live stream?

No. You can watch live streams for free or buy them if betterlive.tv is streaming a pay-per-view event. Once you have a ticket you have instant access to the Internet video stream. The video plays automatically in your browser. It works on PC, Mac®, tablet or smartphone. But you have to ensure you have a proper broadband connection for video.

How can a buy a ticket to watch a pay-per-view event?

In order to do that, you will have to use Cleeng inside our website.

What is a Cleeng account?

Cleeng is the paying platform we use on betterlive.tv to sell pay-per-view live stream tickets. Using your Facebook, Google or Yahoo! account, it takes just a few seconds to create a Cleeng account and then purchase access using Visa, MasterCard, Mobile/SMS or PayPal. Cleeng keeps track of the premium content you register for or buy, so you can access it later to keep on watching the specific live event you bought on any of your devices.

Is my Credit Card secure?


Yes, fully! Your profile, balance and access information are securely stored on the Cleeng servers. All actual transactions are done on the Cleeng servers using 256bits SSL encryption, and payment processing meets the highest PCI compliance standards.

Is the live stream available on mobile devices?

Yes it is! When you click to watch a free event or buy a ticket for a pay-per-view event , your mobile browser will open a new window. After you have created your Cleeng account and got/purchased your access, just go back to the site.
You can connect from your computer, phone or tablet anytime you want to. If you got registered/purchased your ticket before on a different device, simply login with your Cleeng account and again you’ll have full access.

Can I book in advance? How do I access the show on D-Day?

We actually recommend you book your ticket in advance. This way, you avoid the queue (even on internet, it can happen!). Then, connect a few minutes before the show.

Two ways to get access to the show:

1- from the email receipt you received from Cleeng (check your spam, it may happen it was wrongly classified)

2- directly on the website from where you registered/purchased, you can click “Already have a ticket?”. Enter your credentials, and that’s it!

How to cancel my Cleeng subscription?

Firstly login to your Cleeng account via https://cleeng.com/my-account – this account was automatically created when you purchased your subscription – use the same email and password to log in.

Once you have logged in you will see your library with a list of your purchase history. Click on the second tab titled “Subscription”. This will show you a full list of all your current live subscriptions.

In the fourth column you can easily change the subscription status by clicking on ‘Stop’. The change will be saved automatically and your subscription will be cancelled.

Can I have a refund for the pay-per-view ticket I bought?

No.

Once you agree to buy a ticket for a pay-per-view event, you agree to have no money back from https://www.betterlive.tv, unless you fit one of Cleeng’s exceptions:

 

  • Financial:

-when a  Customer made a double/multiple purchases using the same registration/login data.

  • Technical:

-when the event was cancelled by the Publisher;

-when more than 80% of the show had streaming issues (no sound, or poor sound & video quality);

-when a video was missing as it wasn’t offered by the Publisher.

 Note: by default, we opted to do surf live stream events without sound, unless it is an interview from an athlete or an advertisement inserted during the live stream event. We give you the option to listen to whatever you want or even to listen to our Spotify playlist on the right corner of the video player.

My payment is rejected, what can i do?

It might be that your bank is refusing the payment, so you may try to contact them (see phone number at the back of your card). Alternatively, please try to use a different payment method.

I have problem accessing the content I previously bought. What can i do?

Few options are available:

Option 1: Search your email inbox for “Cleeng receipt”. Have a look too at your Spam/Junk folder. Once found, click on the link inside the description and re-enter your credential if necessary. Make sure you use the same email address or Facebook/Google access as you did for your initial purchase. It should work!

Option 2: Clear your browser cache. You can find how to do it here. Then follow Option 1.

Option 3: If it still doesn’t work, possibly your initial order didn’t go through. Please place another order. File a refund inquiry below mentioning your Cleeng receipt number(s). We’ll proceed with refunds within 72h after the event.

The video or stream quality is bad during a pay-per-view event, what can i do?

Control your internet connection; try reloading the page a few times or see if you can access the event from another browser and/or device. If the issue continues please check Cleeng’s Twitter for the latest streaming status updates. If no mention of any issue, it must be related to your internet connection. Please check it, and be patient 🙂

Can I watch a pay-per-view event from different computers or phones at the same time?

Yes, when you registered/purchased on one computer/tablet/phone you can simply use the same credentials to watch on another device. You should bear in mind your access can be restricted when our systems detect abuse. To avoid your account being cut off, don’t use more than 2 different devices just before and during the event.

Important requests to be made to Cleeng when watching a pay-per-view event?

On behalf of Cleeng, Cleeng teams provide support before, during and after the event. Due to high traffic just before and during the event, critical requests will be handled first, so please moderate your questions and only send if very urgent. Please try not to send multiple requests.

Please note: Cleeng provides live support only in the following languages – English, Spanish, Dutch and French. You may send an inquiry in your language, however, Cleeng will answer in one of these above.