Help Center

Please read questions below. If you can not find your answer,
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Frequently asked questions

Do I need anything special to view the Livestream?

No, any basic computer, tablet or current smartphone will work. The biggest factor to viewing is your Internet connection speed. Most people connect at home via Wi-Fi so not only is your connection speed important, you must also have a strong Wi-Fi signal. If you experience buffering, try getting closer to your router location. If you can view YouTube videos without a problem then the live stream will be fine. Be sure to close down all other devices that may be drawing your signal.

What if I get disconnected or the video freezes during a live event?

Refresh your browser page, this will reset the connection.

Does it matter what browser I use?

No, Chrome, Safari, Firefox, Explorer or Microsoft Edge will work.


If you are not sure how to do this then please Google how to update. If you are having a problem on one platform, then try switching to another browser.

Can I view it on my Smartphone?

Yes, any current 5G, 4G or 4G LTE Smartphone will work. 4G LTE is superior for live stream viewing. The biggest factor will be your cell phone signal strength or WiFi connection. If you are unsure of what type you have, please contact your provider.

Is there anything I can do to make sure there are no viewing issues?

Yes, beside following the above suggestions, you can test your connection speed at: Once on the page, click on the arrow, and you will get your up and download speeds. You will need a minimum of 5Mbps download speed to view without any issues. The more, the better; upload speed is not important for viewing. Your individual connection speed is also influenced by other users on the same network (Wi-Fi or connected), e.g. another member of the household that is playing games on the internet or watching a movie online. Also, other households using the same provider at the same time can influence the bandwidth speed.

In addition, it’s a good idea to clear your browser cache before the event. You can find out how to do that by going to this link: Once there, just select the browser you are using.

Payment Issues

General questions
After I tried to make a payment, I received the message, ‘Your card has been declined’. What should I do now?

There are two main reasons why banks decline card payments: Either because your account or card has insufficient funds to process the transaction; even if your card has sufficient funds, there could be a limit set by your bank on how much you can spend per day. The attempted payment may be too high for your bank to authorise within the daily limit that is set.

Or, the second and most common reason is that your bank is blocking payment for security reasons; this is especially likely if you are paying from outside the UK.

In both these cases, the only way to resolve these issues is to call your bank and ask them why the payment is being declined and ask them for help to allow the payment to proceed.

My bank says they did not decline the payment and that the problem is at your end; please can you help?

It is common for a bank’s customer service representatives to be unable to determine why a payment has been declined. We cannot decline payments, only banks can do this. In nearly all these cases, this issue can be resolved by asking to speak with someone at the banks’ security department and asking them to remove any security blocks on the card.

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