RACE DEBRIEF

    F1 TV FAQ

    Service Status

    Current Service Status

    F1 TV App

    No significant issues reported

    F1 TV Web

    No significant issues reported

    F1 App

    No significant issues reported

    General

    What is F1 TV and what do I get with it ?

    F1 TV is a new digital experience to take you closer to all the F1 action. You can try it out in two plans:

    F1TV Pro (click here) to see where this is available)

    Everything with F1TV Access plus the following:

    Live Race Coverage On-board Driver Cameras
    Full Unedited Team Radio Full race replays, immediately after the race has ended Historic race archive
    Head to Head / Battle mode – App only
    Pit Lane Channel
    Data Channel
    Driver Tracker Maps

    F1TV Access (click here to see where this is available)

    Live Timing Data Driver Tracker Maps – F1 App only
    Full Race Replays
    Historic F1 race archive Tyre history
    Driver Telemetry – F1 App only
    Live Leaderboard
    Lap by Lap Text Commentary – F1 app only

    There are differences with content available and timings of replays by country so for detailed information on all of this, please click here.
    For additional help and support, please email general@en.formula1.com

    F1 TV is licensed by Ofcom (Riverside House, 2A Southwark Bridge Road, London SE1 9HA, England - https://www.ofcom.org.uk).

    What are the Free Trials you are offering?

    When available, a free trial gives you free access to F1 TV Pro for 7 days.

    What happens after the Free Trial ends? You will be automatically charged for your monthly or annual F1TV Pro subscription, depending on which option you selected during registration.

    Can I cancel a free trial? Yes. You can cancel a free trial anytime between the day you take out the trial and the seventh day. Although we’re really not sure why you would!

    How do I know if I am getting a Free Trial There are a number of promotional banners throughout the registration journey as well as an email confirmation and a reminder if you wish to cancel your Free Trial that you are free to do so.

    How much does F1 TV cost?

    You can subscribe either monthly or annually. Find out how much F1 TV Access costs in your country here, or for F1 TV Pro, click here. For additional help and support, please email general@en.formula1.com

    How do I subscribe?

    You can subscribe through the iTunes store & Google Play Store with other platforms being released throughout 2018 and beyond.

    For additional help and support, please email general@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    Can I subscribe via Apple, Google or via Amazon Fire when I am visiting a different country?

    Yes, but only to the packages available in that country. There are differences with content available and timings of replays by country so for detailed information on all of this, please click here.

    For additional help and support, please email general@en.formula1.com

    Can I subscribe to my home country when I am visiting a different country?

    No. Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed. We will check your IP address against your chosen country so if you are trying to subscribe to your home country but physically located elsewhere, you will get an error message. This may also happen if you are using a VPN.

    There are also differences with content available and timings of replays by country so for detailed information on all of this, please click here.

    For additional help and support, please email general@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    How do I log into F1 TV?

    Using a mobile or Tablet? Download the F1 TV app through the Apple App Store, Google Play Store or Amazon App Store and then log in as normal.

    For additional help and support, please email general@en.formula1.com

    Why do I need to download two different apps?

    Each app offers up something different.

    The F1 TV app gives you live and on-demand videos including head to head / battle mode viewing

    The F1 app gives you live timing data, driver telemetry and the latest news. By separating them, we can create better and more dedicated experiences.

    You can try it out in two plans:

    F1TV Pro (click here to see where this is available)

    Everything with F1TV Access plus the following:

    Live Race Coverage On-board Driver Cameras
    Full Unedited Team Radio Full race replays, immediately after the race has ended Historic race archive
    Head to Head / Battle mode – App only
    Pit Lane Channel
    Data Channel
    Driver Tracker Maps

    F1TV Access (click here to see where this is available)

    Live Timing Data Driver Tracker Maps – F1 App only
    Full Race Replays
    Historic F1 race archive Tyre history
    Driver Telemetry – F1 App only
    Live Leaderboard
    Lap by Lap Text Commentary – F1 app only

    There are differences with content available and timings of replays by country so for detailed information on all of this, please click here.

    For additional help and support, please email general@en.formula1.com

    Where can I find the latest F1 schedule?

    Find out about all races in the current season here.

    What can I watch on the historic archive?

    Right now, you can watch a selection of full race replays and highlights. You’ll also find a series of documentaries on F1 drivers, teams and race technology (not all are available in the UK or ROI).

    We’ll keep on adding to the historic archive, so keep your eye out. Please note, digitising archived content takes time as we not only need to take from reels and tape, but also need to search for commentary and sync with the video. We are constantly adding archive races and attempt to put key highlights up initially followed by the full race where possible.

    How do I find out the race time in my location?

    You can choose to follow the race schedule in your local time, or the race location time. Here’s how:

    Head to the Racing section in the F1 App Pick your event Select between ‘My Time’ or ‘Track Time’

    For additional help and support, please email general@en.formula1.com

    Why isn’t F1 TV available in my country?

    Rights restrictions mean we can’t offer F1 TV in every country. But we’re always working hard to add more countries each season, so check the F1 TV Country Availability for updates.

    For additional help and support, please email general@en.formula1.com

    Will you add more content to F1 TV?

    You bet! Over the next season, we’ll add more content, documentaries and supported devices. We’re always looking for new ways to make F1 TV better, and to bring more race data and strategy into the experience.

    For additional help and support, please email general@en.formula1.com

    How can I contact customer service?

    You can get in touch with our customer services team via a number of different ways. Please be sure to include any relevant information such as screenshots.

    For billing, head to general@en.formula1.com For technical, click technical@en.formula1.com And for anything else, go to general@en.formula1.com

    For more urgent queries, then please click on the chat button (bottom right hand corner of this page) or visit our Contact Us page to find more ways of getting in touch.

    Do you comply with EU Regulation on cross-border portability of online content services?

    Yes. We’re fully compliant with Regulation (EU) 2017/1128 of the European Parliament and of the Council of 14 June 2017 on cross-border portability of online content services in the internal market.

    This means that if you subscribe from within a F1 TV territory and travel anywhere within the EU, you will still be able to access F1 TV.

    When you register and purchase Services from us, you will confirm and we will verify the country from which you purchase the Services as being the country in which you are habitually resident (your “Home Territory”).

    The Services you can access (as well as when content will be accessible from) in your Home Territory will be set out on the F1 TV Content Schedule. If your Home Territory is an EU member state or a country to which the EU Portability Regulation, Regulation 2017/1128, applies at the relevant time (each a “Portability Territory”), you will be able to access the content you have access to in your Home Territory in all Portability Territories.

    Your right to access content outside the Portability Territories will be subject to any rights restrictions we are subject to in the country from which you attempt to access the Services.

    If your Home Territory is not a Portability Territory, your right to access content outside your Home Territory will be subject to any rights restrictions we are subject to in the country from which you attempt to access the Services.

    Should you need any further clarification on EU Portability, please email general@en.formula1.com

    Account

    How do I get to the account section?

    Your Account details can be accessed by going to the MORE screen in the F1 App. From here, you will have access to all of your personal information, be able to edit this and even update you payment details etc.

    For additional help and support, please email general@en.formula1.com

    How can I create an account?

    Simply go to the MORE page in the F1 App, click on subscribe and follow the instructions.

    For additional help and support, please email general@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    Do I need an account to use F1TV?

    Yes. Simply go to the MORE page in the F1 App to set one up.

    For additional help and support, please email general@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    Why can’t I see my subscription?

    Make sure you are logged in. Click on My Subscription and your subscription details should appear in the first box.

    Where you have purchased via the Apple App Store, Google Play Store or on the Amazon App Store, you will need to access via the respective store as your subscription will not appear here.

    For additional help and support, please email general@en.formula1.com

    How can I reset my password?

    Just follow the instructions by visiting the MORE screen in the F1 App.

    For additional help and support, please email general@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    I’ve tried to reset my password – but didn’t receive a reset email. What do I do now?

    Make sure you’ve entered the email address linked to your account and ensure you have checked the spam folder. In a small number of cases you may need to whitelist the e-mail address (customersupport@mail.formula1.com) to ensure that all e-mails are received.

    Please check with your e-mail provider for details. If that doesn’t work, email us your details to make sure we’ve got the right email address or click on the chat button located in the bottom right hand side of this page.

    For data protection reasons, please include your full name, email address, date of birth, and zip/postcode.

    I am getting the message ‘You need to subscribe from the country you plan to use the subscription’

    Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed. We will check your IP address against your chosen country so if you are trying to subscribe to your home country but physically located elsewhere, you will get an error message.

    This may also happen if you are using a VPN. You will also need accepted payment details - Mastercard, Visa, Visa Debit and Maestro (UK only) from your chosen country in order to complete your purchase.

    Should all of the above appear correct and you are still presented with an error message ‘You need subscribe from the country you plan to use the subscription’ despite being located in the country where you are planning to buy the subscription, then please contact our F1 Customer Service team at billing@en.formula1.com

    Billing

    What payment methods can I use and can I purchase via the app?

    We accept Mastercard, Visa and Visa Debit and Maestro (UK only) when subscribing via the F1 App.

    You may also choose to subscribe via iOS, Android or Amazon Fire Tablet where you will pay via the app store.

    Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed. We will check your IP address against your chosen country so if you are trying to subscribe to your home country but physically located elsewhere, you will get an error message. This may also happen if you are using a VPN. You will also need accepted payment details - Mastercard, Visa, Visa Debit and Maestro (UK only) from your chosen country in order to complete your purchase.

    Should all of the above appear correct and you are still presented with an error message ‘You need subscribe from the country you plan to use the subscription’ despite being located in the country where you are planning to buy the subscription, then please contact our F1 Customer Service team at billing@en.formula1.com

    How do I remove or change my billing details?

    We will only remove your payment details once your subscription has ended. You can update your billing details at any time. Simply contact our F1 Customer Service team at billing@en.formula1.com

    Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed. We will check your IP address against your chosen country so if you are trying to subscribe to your home country but physically located elsewhere, you will get an error message. This may also happen if you are using a VPN.

    You will also need accepted payment details - Mastercard, Visa, Visa Debit and Maestro (UK only) from your chosen country in order to complete your purchase.

    Should all of the above appear correct and you are still presented with an error message ‘You need subscribe from the country you plan to use the subscription’ despite being located in the country where you are planning to buy the subscription, then please contact our F1 Customer Service team at billing@en.formula1.com

    Can my use payment details from another country?

    Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed.

    We will check your IP address against your chosen country so if you are trying to subscribe to your home country but physically located elsewhere, you will get an error message. This may also happen if you are using a VPN.

    You will also need accepted payment details - Mastercard, Visa, Visa Debit and Maestro (UK only) from your chosen country in order to complete your purchase.

    Should all of the above appear correct and you are still presented with an error message ‘You need subscribe from the country you plan to use the subscription’ despite being located in the country where you are planning to buy the subscription, then please contact our F1 Customer Service team at billing@en.formula1.com

    Where can I see which credit card I used when I purchased the subscription?

    For Apple App Store, Google Play Store and Amazon App Store Purchases, you will need to check your app store account details as we have no visibility of your payment method.

    For additional help and support, please email general@en.formula1.com

    Can I use Paypal?

    No. Due to rights restrictions when purchasing a subscription you must select the country you are currently located in order to proceed. This is not something we can do through PayPal currently.

    You can either purchase through the Apple App store, Google Play Store, or Amazon App Store.

    For additional help and support, please email general@en.formula1.com.

    My promo code / voucher isn’t working – what’s wrong?

    Voucher codes are only available to new subscribers. If you can’t use your promo code or voucher, try one of these tips:

    Check that you’re typing in the right case – our promo codes and vouchers are case sensitive Check you’re using the right characters – for example, ‘0’ instead of ‘O’, ‘1’ instead of ‘I’ Check that you have selected the correct product that the voucher is valid for Ensure Payment details are saved before applying the voucher
    Check your promo code is still valid – and that you can use it for F1 TV
    Check the Terms and Conditions for your promo code. Promo codes can be only used for new subscriptions, and can only be redeemed via the F1 TV website.

    Vouchers cannot be redeemed for purchases via any of the App Stores.

    Still not working? Get in touch here for more help.

    When will I pay for my next monthly subscription?

    Your monthly subscription will renew on the same date you first subscribed. If you signed up on the 1st of the month, you’ll be charged on the 1st of every month afterwards.

    For additional help and support, please email billing@en.formula1.com or click on the chat button located in the bottom right hand side of this page.

    When will I pay for my next annual pass?

    Your annual pass will automatically renew at the full annual price on the anniversary of your initial purchase. We’ll always send you a reminder to let you know your subscription is about to renew 30 days beforehand, so there won’t be any surprises.

    For additional help and support, please email billing@en.formula1.com

    How can I request a refund?

    Where there is a service outage affecting most or all customers, F1 will attempt to be pro-active and apply appropriate refunds to all customers so please check your email in the first instance.

    If you subscribed via Google Play Store or via the Amazon App Store, then our customer service team can help. Please have your full name, email address, date of birth, and zip/postcode available.

    For in-app purchases via the Apple App Store, you will need to request refunds direct from the app store, usually using your receipt. Please note, Formula 1 have no direct control over refunds via the app stores.

    Apple App Store Refunds:

    Launch Mail from your Home screen. Search for "Your receipt from Apple" if it's not immediately visible. Tap on the receipt for the purchase you want refunded. (Unless you remember the date, there's no way to tell which receipt is which unless you tap it to open it, so you might end up tapping a lot...) Tap Report a Problem next to the purchase you want to report. You will be redirected to Apple's problem reports page. Enter your Apple ID and password when prompted. Tap Choose Problem and select a problem from the menu. Follow the prompt to either submit the problem, visit iTunes Store support, or contact the app developer directly. You should hear back from Apple within a few days to a week with whether your request for a refund is approved.

    How can I stop my subscription automatically renewing?

    Login into My Account. Head to the ‘Auto-Renew’ section. Click ‘cancel subscription’. You’ll be able to access F1 TV until the end of your subscription period.

    I’m trying to update my payment details but it doesn’t go through/the button is greyed out, can you help?

    Fields on the payment pages are case sensitive so please try to avoid using auto fill. After ensuring all fields are filled out correctly, click on "set as default payment method", then click on "Save", agree to the T&C and then click on "Complete Order".

    Where this doesn't work, please note the following:

    The payment must be made with a VISA credit, Visa debit or MasterCard that allows International payments or transfers. The 16 digit number should be inserted with no spaces. Your card must be from the country where you are residing and from where you intend to pay for the subscription as we will validate both country and IP address. Ensure that your name is written in the exact same way as it appears on your credit card (for example if there are dots, middle initials include them too). It is preferable to use a PC or laptop using the Google Chrome browser to make the payment. Try clearing the cache, enable cookies and try subscribing again. You may need to attempt to perform the payment process from incognito/privacy mode in case the previous steps do not work.

    If all else fails, we are on hand to help, simply email us on billing@en.formula1.com or click on the chat button (bottom right hand side of this page)

    Technical

    F1 TV App and F1 TV Web Supported Devices and Operating Systems

    The following devices, operating systems and browsers are supported. Where your device / platform is not supported, it may still work however, you may encounter some issues with functionality:

    Desktop ·

    PC - Windows 7 - Chrome
    PC - Win 10 - Chrome / Edge
    Mac - OSX High Sierra - Safari / Chrome

    Tablet

    iPad Air 2 · iOS 11.x - Safari iPad Mini 4 - iOS 11.x - Safari
    iPad Pro - iOS 11.x - Safari
    Samsung Galaxy Tab S2 - Android 5.1 - Chrome Nexus 9 - Android 5.1 - Chrome
    Sony Xperia Tab Z4 - Android 5.1 - Chrome
    Amazon Fire Tablet - Android 5.1 - Chrome

    Mobile

    iPhone SE - iOS 10.x - Safari
    iPhone 6, 6+ - iOS 10.x Safari
    iPhone 7, 7+ - iOS 11.x - Safari
    iPhone X - iOS 11.x - Safari
    Samsung Galaxy S8 - Android 7.x - Chrome
    Samsung Galaxy S7 Edge Android 7.x -Chrome
    Samsung Galaxy Note 5 - Android 6.x - Chrome
    HTC 10 - Android 6.x - Chrome
    Google Pixel 2 XL - Android 8.x - Chrome
    Sony Xperia XZ - Android 6.x - Chrome
    Nexus 6p - Android 6.x - Chrome

    For each device, we support the latest browser version.

    Keep your device up to date for the best performance For additional help and support, please email technical@en.formula1.com

    F1 App Supported Devices and Operating Systems

    You can view access Live Timing, News and other great features using the F1 App The following devices and operating Systems are supported. Where your device / platform is not supported, it may still work however, you may encounter some issues with functionality:

    Tablet

    iPad (2017) iOS 11.x
    iPad Air iOS 10.x

    Mobile

    iPhone 5s iOS 10.x iPhone 6+ iOS 10.x
    iPhone 7 iOS 11.x
    iPhone X iOS 11.x
    Samsung S5 Neo - Android 6.x
    Huawei P8 Lite - Android 6.x
    Samsung S8 - Android 7.x
    Google Pixel 2 XL - Android 8.x

    You can also access some of the features from the F1 App on a web browser

    Desktop

    PC Win 7 Chrome Latest
    PC Win 8 Firefox Latest
    PC Win 10 Edge Latest
    PC Win 8 IE11
    Mac OSX 10 Safari latest

    Tablet

    iPad (2017) iOS 11.x Safari Latest
    Samsung Galaxy Tab S2 Android 7 Chrome Latest

    Mobile

    iPhone 5s iOS 10.x Safari Latest
    iPhone 6s iOS 10.x Safari Latest
    iPhone 7 Plus iOS 11.x Safari Latest
    Samsung Galaxy S8 Android 7.x Chrome Latest
    Samsung Galaxy Note 5 Android 6.x Chrome Latest
    Samsung Galaxy S5 Neo Android 5.x Chrome Latest

    For additional help and support, please email technical@en.formula1.com.

    Do I need different logins for the F1 app and F1 TV website?

    No, you can use the same login details across web, iOS, Android and Amazon devices.

    For additional help and support, please email technical@en.formula1.com.

    How many different devices can I log into at the same time and how many video feeds can I watch at the same time?

    It is possible to connect to three devices at the same time. Once you log into a fourth, your device with the oldest connection will drop.

    We will only allow one video stream per account at any one time so you will not be able to watch across multiple devices. You can of course watch video on one device and keep track of key stats like live timing and tyre info. Please note, head to head / battle mode is considered as one stream.

    For additional help and support, please email technical@en.formula1.com.

    What are the minimum broadband requirements?

    There’s no single answer for this, but we can give you a rough guide.

    F1 TV uses something called ‘adaptive bitrate’ playback. It’s a bit of tech that dynamically adjusts the quality of your video stream, based on your connection speed.

    If your connection speed changes – for example, if the network is congested or you’re sharing your connection with other devices – F1 TV will automatically lower the quality of your video stream. This way, you can keep on viewing without interruption.

    In general, we advise from 7Mbps through to watching on a high-res stream which probably needs closer to 10Mb. Remember: this is only a guide, and depends on things like bit rates, latency, and the processing power of your PC or device.

    Having problems?

    Make sure your computer or device is up to date with the latest patches (and your video card’s drivers are current). Turn off hardware acceleration. This can cause choppy video playback. Increase your virtual memory. This can improve video playback.

    For additional help and support, please email technical@en.formula1.com.

    What are the minimum PC/Mac requirements?

    Using a Windows machine? We recommend:

    • 2.33GHz or faster x86-compatible processor, or Intel® Atom™ 1.8GHz or faster processor for netbooks • 2GB of RAM; 512MB of graphics memory

    Using a Mac?

    • Intel Core™ i3 1.83GHz or faster processor • 2GB of RAM; 512MB of graphics memory

    For additional help and support, please email technical@en.formula1.com.

    How come my F1 app isn’t working?

    You might not have the latest version of the app:

    Make sure you’ve downloaded the latest version of the F1 app. Check that you’re using the login details linked to your subscription. You can do that in My Account. Make sure you’re using the latest version of your web or mobile browser

    Still not working? Get in touch for more help.

    How come the on-board cameras aren’t working?

    Sometimes the on-board cameras can cut out, due to signal blackspots on the track. Our engineers are already working to get things running again as soon as possible.

    But since the inside of an F1 car can get extremely hot, there are times when even our engineers can’t fix an overheated microphone or broken connection. We always try to anticipate a breakdown, but can’t always fix it until the session / race is over.

    For additional help and support, please email technical@en.formula1.com.

    Do you comply with EU Regulation on cross-border portability of online content services?

    Yes. We’re fully compliant with Regulation (EU) 2017/1128 of the European Parliament and of the Council of 14 June 2017 on cross-border portability of online content services in the internal market.

    This means that if you subscribe from within a F1TV Pro territory and travel anywhere within the EU, you will still be able to access F1TV.

    For additional help and support, please email general@en.formula1.com

    What content can I access in my country?

    You can find out what content is available in your home country in the F1 TV Country Availability

    If you live in the EU – or a country where the EU Portability Regulation (Regulation EU 2017/2018) – you can access your subscription in any country where the regulation applies.

    For additional help and support, please email general@en.formula1.com

    How do I view video in full screen in Chrome?

    When using Google Chrome (version 71.0.3578.98), press play to start the video, right click in the video and press “show controls”. Then double click on the video to view in full screen.

    To return to a smaller screen view, press Esc.

    I have an Apple/Android device with a subscription from months ago and now my new Android/Apple device is not being recognized?

    If you have an Android device, please perform the following steps:

    Make sure you're online from your device, using the same account that you originally used to buy the subscription. Uninstall the Official Formula 1 App. Go to Application Manager to clear Google Play data and cache. Restart your device. Re-install the Official Formula 1 App. The App should then re-activate your subscription.

    If you have an Apple device that uses iOS, please perform these other steps:

    Make sure you're online from your device, using the same account / Apple ID that you originally used to buy the subscription Where applicable, Un-install the Official Formula 1 App. Install the Official Formula 1 App. Tap on More, Restore purchases Restart your device.

    Also, it is possible that you may need to perform this last set of steps when using iOS:

    Make sure you're online from your device, using the same account / Apple ID that you originally used to buy the F1 subscription. Uninstall the Official Formula 1 TV App. Restart your device. Tap Settings > iTunes & App Stores Tap your Apple ID and password Tap Sign Out Enter your Apple ID (same used to purchase) Search for the Official Formula 1 TV App & download it (you should see a cloud icon next to it; if the icon is not there, this means the Apple ID you're using did not download this app before) The purchase should be restored when you boot the app and login.

    For additional help and support, please email technical@en.formula1.com.

    Can I change the bitrate for my video feed?

    Not manually as F1 TV uses something called ‘adaptive bitrate’ playback. It’s a bit of tech that dynamically adjusts the quality of your video stream, based on your connection speed.

    If your connection speed changes – for example, if the network is congested or you’re sharing your connection with other devices – F1 TV will automatically lower the quality of your video stream. This way you can keep on viewing without interruption.

    For additional help and support, please email technical@en.formula1.com.

    How do I change the language?

    In order to change the language of the F1TV website, please navigate to the bottom of the page, click on either the EN, DE, ES, FR or NE icon and select the appropriate language.

    If you want to change the language of the commentary of a race event, please click on the Headphones icon in the lower right corner and choose the appropriate language.

    For additional help and support, please email technical@en.formula1.com.

    Why can’t I hear the commentary on my Apple device?

    If you are using Apple device, please make sure that the volume of the ringer can be heard out load and that the phone is not in silent mode.

    Also, please make sure that the ringer volume is turned up. This is necessary because the F1TV App uses the volume of the ringer for the sound level itself.

    For additional help and support, please email technical@en.formula1.com.