Notice

This is an automatic translation from the original German document FAQ. If the wording differs, the German version applies.

FAQ

What does swiss-climbing.tv offer?

For every event announced on the video portal, we show the following content whenever possible:

During the event
- TV live broadcast of one wall
- Livestream of each wall with automated graphics
- Real-time data: start list, pending starts, results, ranking
After the event
- TV broadcast of one wall
- Recording of each wall with automated graphics
- Data: start list, results, ranking
- Performance videos available individually

How are events selected for swiss-climbing.tv?

We want to offer climbing comprehensively and year-round. This includes many events from the Swiss Climbing Cup – as attractive as possible and on different dates.

What does access to swiss-climbing.tv cost?

Most content on the video portal is paid. This is how we finance the offering. Some content such as highlights, pairing best-of clips, or the forum is available for free. We offer the following options for paid content:

Event: The price for a single event is CHF 10. Access can be purchased before, during, or after the event and is available immediately and for at least one year. Access includes the TV live broadcast, livestreams of individual walls, real-time data, and all recordings. Individual performances from this event can also be accessed.
Annual subscription: The subscription gives access to all content on swiss-climbing.tv. It costs CHF 70 per year from the booking date. Payment is automatically charged yearly. Cancellation is possible at any time without notice at the end of an annual period.

I want access. How can I register?

At the top navigation bar under "Register" (desktop) or in the menu under "Register" (mobile), you can create your access. We need the following details from you: first name, last name, email address, and a password you choose. You will log in in the future using your email address and chosen password. After accepting the Terms, click "Register". Within a few minutes, you will receive an email at your provided address. It contains a verification link. Click it to complete the registration.

I am already registered, how do I log in?

At the top navigation bar under "Log in" (desktop) or in the menu under "Log in" (mobile), enter your email address and password and click "Log in".

I forgot my password, what can I do?

Click "Reset password" below the login. Enter the email address you registered with. Click "Send reset link". You will receive an email with a link. Click it. You will be redirected to the page where you can set a new password.

I am already logged in, how do I buy access?

There are two options for buying access:

Via an event: Click on a future or past event you want access to. Then choose between the two options: Event or Annual subscription (explanations of both options can be found here) and click the corresponding button "Buy event" or "Buy subscription". You will then be redirected to payment.
Via the "Order subscription" page: Scroll down and choose the Annual subscription by clicking "Buy subscription".

Which payment methods are accepted?

Our payment service Saldiapay accepts Twint, credit and debit cards (Visa, Mastercard, Diners, Discover), Apple Pay, and Google Pay.

How secure is the payment?

We work with the Swiss payment solution Saldiapay. Payments are checked using the strictest security measures and guarantee the highest security standard with integrated fraud prevention. Information about data protection with Saldiapay can be found here.

The payment does not work. Why?

A rejected payment can have different reasons depending on the payment method. The most common reasons are:

Card not enabled for online payments: Enable online payments in your card e-banking settings, or choose another payment method.
Payment method has insufficient funds: Top up your card, Twint, or bank account balance, or choose another payment method.
Card expired: Enter your current card details, or choose another payment method.
Payment method not enabled for recurring subscription charges: Enable recurring subscription charges in your card e-banking settings or Twint app, or choose another payment method.

The Saldiapay payment service usually returns an error code when a payment fails. Search for that code on Google to understand the reason for the rejection. A list of transaction errors can be found here. If you cannot solve the issue yourself, contact your bank or, for credit cards, your card issuer.

How can I cancel my subscription?

Log in to swiss-climbing.tv. (Instructions are available here.) Click the circle with your initials in the top right, then click "Subscriptions" (desktop) or open the menu and then click "Subscriptions" (mobile). Click "Details" on the right of your subscription, then click "Manage subscription". On the newly opened page, click the blue link "Stop renewal".

Who is behind the video portal?

The swiss-climbing.tv video portal is operated by Swiss Sport TV AG. On the page "About us", you can see who we are.

I cannot access the content. What can I do?

Please go through the following steps in this order:

Make sure you are using an up-to-date device and browser. We try to support as many older devices and browser versions as possible, but cannot support very old versions indefinitely.
Make sure your device is connected to the internet. Your connection should be stable and have sufficient bandwidth. If you can watch videos and livestreams on YouTube on your device, this requirement is met.
Use a smartphone, tablet, or notebook/PC. Do not use a smart TV browser, as these often cause issues with video players.
Make sure you are registered and logged in on swiss-climbing.tv and have purchased access to the relevant event, or that you have an active annual subscription.
On the day of the event: Make sure the event has already started and has not yet ended. The displayed start and especially end times may differ from actual times. The event may end earlier than planned.
On the day of the event: There may be a technical disruption, usually caused by heat, moisture, internet issues, device failures, or other unforeseen factors. We try to avoid this whenever possible. If one or more livestreams do not work properly during an event, you can assume we have identified the issue and are working on it. If it can be fixed, we will fix it as quickly as possible.
In the two days after the event: Recordings and individual performance videos are usually published on the day of the event or on Monday after the event. Please wait until Monday evening. Content is published after the event in this order: 1. Main broadcast and individual walls, 2. Performances from individual walls, 3. Performances from the main broadcast. Publishing all individual performances can take several days.
Some individual performances may be missing due to missing video or competition data. This is not a technical disruption.
If this does not help, reload the page. Also log out and log back in.
Otherwise, send an email to info@swiss-sport.tv with a description of the issue. What does not work: registration, login, content access, video player, video streams, real-time data. Also include system details: mobile or desktop, browser with version, and operating system with version.