PTO Live Support
The following section provides answers to many of the common questions or problems associated with the PTO Live platform. If you are unable to find an answer to the issue you face then you can contact our support service by emailing [email protected].
- Market Availability
- Registration, Login & Access
- Pricing & Donations
- Device & Connection Requirements
- Content Offering
- Streaming Issues
Can I watch the PTO 2020 Championship in my country?
PTO Live will broadcast the PTO 2020 Championship at CHALLENGEDAYTONA® LIVE and on-demand in all markets worldwide.
For a full breakdown of other broadcasters showing the event click here.
Registration, Login & Access
How do I register for PTO Live?
We recommend that everyone register for PTO LIVE via our web player.
I’ve registered for PTO Live so what do I need to do now in order to watch?
If you have already registered for the PTO Live stream then on Sunday 06 all you need to do is:
- Go to to the Watch Live page
- If you are using the same device / browser initially registered on then you may well already be logged in and will either see the countdown clock or the live stream itself.
- If you aren’t logged in then you will see the login / sign up prompt – choose the login option and use the email address and password you set when you registered.
- If you see a ‘Buy Pass’ button then it means you are logged in but don’t appear to have a valid pass to watch the event. Don’t worry though, simply click on ‘Buy Pass’ option and choose your donation amount to complete the process.
- You can download the iOS app here
- Once you have downloaded and opened the app select the login option and enter the same email address and password that you set when you registered.
- If you have already registered there is NO need to pay via the application and we recommend that all users first process their registration via the Watch Live page and then login to the app.
NOTE that due to app store restrictions the Android app is not available for download from Google Play. We have made the app available via direct download, which is a common process used by apps such as Amazon App Store and Fortnite in recent years. To do so, follow the instructions below:
- Using your Android device download the app file from our servers – Click Here
- Once downloaded click the file to install it
- You will be asked to grant permission to allow installs ‘from this source’, which you will need to agree to
- That should install the app to your home screen(s)
- Then open the app and use the email and password you setup when you registered to login into the app
If you would like more instructions this Digital Trends article provides a detailed guide.
I am unable to login to the web embed or app
Whether you registered on our website, our web-embed on a third party site or via our mobile apps your login should work across all the other platforms. Your registered email and password will grant you this access. If it isn’t working we recommend you first try resetting your password via the links provided.
If this doesn’t work then you can contact us at [email protected].
Pricing & Donations
How will my PPV donation support triathlon?
Most businesses and people in triathlon do not have access to ‘emergency funds’ like other sports and organisations such as NCAA, FIFA, Olympics.
Harnessing the promotion of this major event, the PTO and its partners CHALLENGEDAYTONA®, will create a fund to support triathlon related causes, administered by USAT Foundation ‘Triathlon Covid-19 Relief Fund’.
Why are there 5 different donations values available for selection?
During these difficult times we want to offer as much support to the support of triathlon and its pros whilst remaining as accessible and inclusive as possible to you, the fans. Therefore we are providing you with the choice of what you would like to pay to watch the PTO 2020 Championship broadcast. All 5 donations offer the same level of access and all net revenues from the event will be distributed to worthy causes in the sport of triathlon.
Why can’t I see the 5 donation values on my mobile app?
We highly recommend that you subscribe to watch the PTO 2020 Championship at CHALLENGEDAYTONA® via our web player, where you will be presented all 5 donation values. Due to pricing restrictions via the app stores we are only able to fix single price points.
Can I get a refund?
We are unable to offer refunds on donations made towards the ‘Triathlon Covid-19 Relief Fund’ unless you have had a technical issue that has impacted your viewing for longer than 20 minutes.
If you are having technical issues that you are unable to resolve yourself please contact [email protected] during the event providing details of your issue. We are unable to issue any refunds relating to problems not reported during the live event.
Why aren’t the prices shown in my local currency?
Our pricing on the web player is provided in AUD, CAD, EUR, GBP and USD. So if your local currency is not included in this list then you will be displayed USD.
I’m having trouble signing up?
Please try signing up with an alternative email address or contacting [email protected] for further advice or questions.
NOTE: you are unable to register in an incognito window or browser as a result of the data we are required to log in order to support the viewing of the live stream.
If you are struggling to login repeatedly it’s possible that your computer is looking at old login details stored in the cache, or that a cookie has been corrupted. Please visit http://www.refreshyourcache.com/en/home/ and follow the instructions to clear the cache on your relevant browser/device.
How long will my subscription grant me access?
Your payment to watch the PTO 2020 Championship will grant you access until 31 December 2020 allowing you to watch the event LIVE and on-demand.
Who are StreamAMG and InPlayer?
StreamAMG are our video platform provider, delivering the web embed and native iOS and Android apps. InPlayer is the platform that controls the user access and payment services for the web embed and apps.
Device & Connection Requirements
What are the minimum internet connection requirements?
You will require a WIFI or broadband internet connection (DSL/cable or higher) with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD (mobile data may not be supported). If you are unsure of your actual (and not quoted) internet speed you can test it at https://www.speedtest.net/.
What are the minimum Windows computer requirements?
Pentium 4 2.4GHz or higher or equivalent AMD processor with a minimum of 1GB of memory, running one of the following operating systems: Windows 7 or later. We recommend upgrading to the latest version for optimum viewing experiences.
Your browser should be at least as recent as any of the following:
- 64-bit Microsoft Internet Explorer 10 or later Edge: windows.microsoft.com
- Firefox 33.0.1 or later: www.mozilla.com
- Chrome 35 or later: www.google.com
What are the minimum Apple computer requirements?
1.5GHz with a minimum of 1GB memory running Mac OS X 10.11.x or later.
What iOS mobile devices are supported?
PTO Live is supported by most modern iOS mobile devices (iPhone and iPad) but we can only guarantee that it will work as intended on devices that use a minimum of iOS 13 and above.
What Android mobile devices are supported?
PTO Live is supported by devices using a minimum of Android OS 8.0 and above. Our applications have been tested on a variety of modern Android devices but due to the vast array of Android devices and customised operating systems we can’t guarantee that PTO Live will work on all devices. If you are having issues with your device we recommend reverting to the live web stream.
What connected devices are supported?
In addition to the standard casting functionality provided by the PTO: Live apps support casting to the following devices:
- Android TV [Android only]
- Apple TV [iOS only]
What content will be offered as part of the PTO 2020 Championship coverage?
The primary coverage of the PTO 2020 Championship at CHALLENGEDAYTONA® will be a 7 – 8 hour broadcast starting at 0930 EST / 1430 GMT.
This will also be made available as REPLAY after the event is over and will be complemented via a range of highlights.
My stream won’t play or is buffering?
There are numerous steps in delivering you a stream of the PTO 2020 Championship. If there are issues with any of the steps then you will experience problems, however some issues will impact all users, whilst others will be local to yourself.
Our partners actively monitor the key steps that could affect all customers and if there are issues will work together to resolve them as quickly as possible. If, for whatever reason, these issues can’t be fixed in a reasonable time please keep an eye out for updates via:
- your registered email;
- our website;
- our social media channels
The main issues that may impact your individual experience are:
- issues with your device(s)
- your local internet connection [you can test your internet speed at https://www.speedtest.net]
- how many users are using your internet connection
If you are experiencing issues with a particular device we recommend you try the stream on an alternative platform that we support.
If you are experiencing issues across all devices we recommend you test your internet connection speed.
If you are unable to resolve the issue please then contact [email protected] providing details about:
- what device, OS and browser you are using
- a screengrab of your internet speed
- a description of the issue