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smarTVideo™ 101: WHAT YOU NEED TO KNOW
BILLING: PAPER OR PLASTIC?
FIXING THE PROBLEM
ALL ABOUT US
What
equipment do I need to watch SmartVideo?
Ready to watch live TV and video-on-demand anytime you want? All you need to
have to get plugged-in to smarTVideo™ is a mobile device like a Smartphone, PDA
or Pocket PC and an internet connection from your carrier or WiFi Hotspot! Is
your phone compatible? Click here to find
out! |
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Will
smarTVideo™ work on my phone, PDA or Pocket PC?
Check out our list of compatible devices! Can’t find your device? Not to
worry, smarTVideo™ is compatible with most Microsoft Windows Mobile 2003 or 5.0
Smartphones, PDA’s/Pocket PC’s and Symbian OS devices with Real
Player. We are always working to develop software that will enable more phones
to be compatible with our service. If your phone isn’t compatible now,
keep checking back! |
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How does smarTVideo™
work?
The “brains” behind smarTVideo™ have worked tirelessly developing a
streaming process that allows us to deliver live TV and on-demand video to your
mobile device. What makes smarTVideo™ so special? Let’s get a little more
technical. This streaming process delivers full-motion video on the current
standard cellular network, 2.5G. This is essentially a “dial-up
connection” for your mobile phone. The future is 3G (aka EVDO or UMTS),
which is similar to a cable or DSL connection for your phone. That future is
here and 3G is rapidly expanding across North America. When smarTVideo™ is
viewed on the 3G network or WiFi using a PDA or Pocket PC, the video fills the
screen and brings your handset into the 21st century! |
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Which
wireless carriers support SmartVideo?
smarTVideo™ can be viewed with any wireless service that provides an internet
connection and supports devices that are compatible with our service. Click
here to find out if your device is on the list! |
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Can I watch smarTVideo™ on two different phones?
Absolutely! If you have two mobile devices, your subscription covers both. When
switching devices, you will be asked to re-login. This ensures you have full
access to your subscription. You will create your own login information when
you subscribe to SmartVideo! Click here to get started! |
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What channels will I have with my subscription?
The Basic Package gets you started with the most channels, ranging in variety
from News, Weather and Sports to Short Films, Hollywood Updates and Psychic
Profiling! For kids and adults, we offer Premium Packages as well! For a
complete list, click here! |
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Does
smarTVideo™ have a demo I can check out?
Yes! Check out the demo on our Website. Also, if you have a Microsoft Windows
Mobile device, check out WindowsMedia.com (It’s in your device’s Internet
Explorer Favorites). If you like what you see, just click the link to
subscribe! Quick and easy! Want to get started? Click here to subscribe now. |
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Sign me up! How do I
begin?
Welcome to the exciting new world of live and on demand video whenever and
wherever you want it! Subscribing is as easy as 1 – 2 – 3! Just click the link
below and follow these 3 steps: 1) verify you have a compatible device, 2)
choose your subscription plan, and 3) activate your account! All transactions
are handled on a secure server. |
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How do I download smarTVideo™ to
my phone?
You have two options to download the application.
1) The easiest way to download SmartVideo, is to go to our homepage,
www.smartvideo.com, using your mobile device’s web browser. When the smarTVideo™
page loads, you’ll be given three options: Buy, Demo and Login. Click “Login.”
From there, you can choose to download the application or access your account
information using the email address and password you set up during
registration. When you select “Download smarTVideo™ Now,” you will need to
complete a short download/installation process. Once that is finished, the
smarTVideo™ icon will appear in your Programs Menu.
2) Your other option is to download the smarTVideo™ installation file to your
desktop computer and “sync” it to your mobile device. If you need to know how
to sync your computer and device, check your phone, PDA or Pocket PC’s User
Guide.
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Smartphone
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PDA or Pocket PC
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Symbian
smarTVideo™ Customer Care 
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Ok,
I’ve downloaded smarTVideo™ and subscribed. Now what?
You’re almost ready to watch! Launch smarTVideo™ by clicking our icon in your
Programs Menu. After the application loads fully, you’ll be asked to choose
whether you are a New or Existing User. What’s the difference?
If you have not subscribed to the smarTVideo™ service, click “New User.” You
will be asked to set up a new password and enter your email address, name, your
mobile service provider and promotional code (if applicable). In order to
watch, you'll need to subscribe. Click here to
get started!
Already have an account? Click “Existing User.” Simply put in your email
address and password that you set up during the subscription process. After
that, you’ll have access to everything in your smarTVideo™ Subscription! |
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What
if I don’t live in the United States?
Currently smarTVideo™ can only offer subscriptions to customers who have U.S.
billing addresses. However, we are working tirelessly to offer our service to
billions of people worldwide! Keep checking our website for updates! |
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Ready to watch TV on your Palm Treo 600, 650 or 700p?
Before you can watch smarTVideo™ on your Treo, you’ll need three things:
- A subscription to smarTVideo™
- Download the smarTVideo™ application to get you access to all the channels
- Purchase and Download the Kinoma Player
How do you get these three things? You’ll need to subscribe to smarTVideo™ , as you walk through the subscription process you’ll be asked to select the package or packages to which you’d like to subscribe. Be sure to also select the Kinoma Player at this point in the process! After your purchase is complete, you will be given a download link for the smarTVideo™ application as well as a download link for the Kinoma Player. Both applications will need to be downloaded in order to view your subscription.
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Why do I need to download the Kinoma Player for my Palm Treo?
Palm Treo devices like the 600, 650 and 700p do not come standard with a media player capable of receiving smarTVideo™’s video streams. Our technical guru’s have spent a great deal of time testing various players and have found Kinoma offers the best user experience. For more information about the Kinoma Player, visit their website www.kinoma.com. |
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How do I download the Kinoma Player to my Palm Treo?
After you have completed the subscription process, you will see several download links. You will need to download and install the following to your Palm Treo:
- smarTVideo™ for Palm OS 5
- Kinoma Player 4 EX
After you have downloaded the Kinoma Player, you will need to complete the installation process.
- When the download is complete, a Kinoma logo will appear in your menu.
- Click this logo to finalize the player’s installation.
- Select “Agree” to the Terms and Conditions and the installation is complete!
You are now ready to launch smarTVideo and watch TV! |
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How do I cancel my smarTVideo⁜ service or request a refund?
Need to cancel your service? No problem. You can cancel by logging in to your account on our homepage and selecting “Cancel Items/Orders”
at the top of the page. If you would like to request a refund, you will need to contact smarTVideo⁜ Customer Care. You can speak to a
smarTVideo⁜ Customer Care agent 24/7 by calling 1 (866) 447-0212 or email us at support@smartvideo.com. What’s more, your email address
and password will remain active in our system, so you can re-subscribe any time! |
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What is smarTVideo⁜'s refund policy?
smarTVideo⁜ offers a 30 day refund opportunity to all first-time monthly and annual subscribers. Fees may apply.
If you would like to request a refund, you will need to contact smarTVideo⁜ Customer Care. You can speak to a
smarTVideo⁜ Customer Care agent 24/7 by calling 1 (866) 447-0212 or email us at support@smartvideo.com. |
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Can I
re-subscribe to SmartVideo?
Absolutely! If you have already had an account with smarTVideo™ in the past,
your email address and password are still in our system and you can use them to
subscribe again now. Want to access your previous account? Start by
logging in to your account on our homepage. |
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My device was replaced or reset. How do I get smarTVideo™ back?
Sometimes circumstances beyond your control can result in the loss of the
smarTVideo™ application from your mobile device. Not to worry, you can always
get it back! You have two options to download the application:
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The easiest way to download SmartVideo, is to go our homepage,
www.smartvideo.com, using your mobile device’s web browser. When the smarTVideo™
page loads, you’ll be given three options: Buy, Demo and Login. Click “Login.”
From there, you can choose to download the application or access your account
information using the email address and password you set up during
registration! When you select “Download smarTVideo™ Now,” you will need to
complete a short download/installation process. Once that is finished, the
smarTVideo™ icon will appear in your Programs Menu.
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Option 2 is to download the smarTVideo™ installation file to your desktop
computer and “sync” it to your mobile device. If you need to know how to sync
your computer and device, check your phone, PDA or Pocket PC’s User Guide.
Click the link below that matches your device.
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Smartphone
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PDA or Pocket PC
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Symbian
smarTVideo™ Customer Care
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Sometimes
my video work perfectly, but other times it buffers a lot or stops. How can I
fix this?
This is typically the result of not receiving enough bandwidth from your
service provider. Depending on the time of day or where you are geographically,
you may receive a weaker internet connection. Mobile carriers are constantly
working to improving their connection strength; likewise the number of users is
increasing at a very similar rate.
Try these troubleshooting technique:
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Soft Reset
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On a PDA or Pocket PC, insert your stylus in the “Reset” hole and allow the
device to restart. This will not cause you to lose any data or personalized
settings.
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On a Symbian or Microsoft Smartphone, turn off the device and pull out the
battery for 5 to 10 seconds. Then, restart the phone.
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Watch at Different Times and Places
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Try viewing smarTVideo™ at various times throughout the day and watch for
differences in your experience. Often, you’ll notice that you may get a better
connection during one part of the day than another or in another location.
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Lower Your Connection Speed
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If you have previously set your connection speed to “High”, you may not be
receiving enough bandwidth to maintain this stream. Go back to the smarTVideo™
Main Menu, select “Settings” and set your connection speed to “Low”.
If you’re still having problems after trying these troubleshooting steps, let us
know! We’re on call 24/7 to help resolve your problems! Before you call - In
order for us to expedite your call as quickly as possible, here’s the
information we’ll need from you:
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1) The email address you used when you subscribed.
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2) Session Number
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This is a six to seven digit number that can be found if you launch smarTVideo™
and scroll to the bottom of the page.
You can also contact us via email. Please send the same information along with a
detailed message about the problem you’re having. The more details you provide,
the better we’ll be able to help you!
smarTVideo™ Customer Care
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Whenever I try to watch a channel, the media player is black and never plays.
What do I do?
This can be caused by several things. You will need to contact SmartVideo’s
Customer Service, but before you do, there are some questions that we’d like
you to have the answers to. This will help us to more quickly resolve the
problem you’re having.
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What is the make and model of your mobile device?
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What is your Session Number?
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This is a six to seven digit number that can be found if you launch smarTVideo™
and scroll to the bottom of the page.
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Have you been able to watch your smarTVideo™ subscription in the past?
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Who is your mobile service provider (e.g. Verizon, Cingular/AT&T, Comcast,
etc.)
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If you have a Microsoft Mobile device, please try viewing our demo.
• You can view our demo by opening your “Favorites” menu in Internet Explorer on
your device and clicking WindowsMedia.com. smarTVideo™ is at the top of the
list. Click “Demo” on the following page and choose from the selection of
videos available and let us know what happens!
Once you have answered these questions to the best of your knowledge, contact
Customer Care and we’ll be happy to help you work through any problems you may
be having!
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While
I'm watching TV, my screen gets dark after a few minutes. Why?
To conserve battery power, each device has its own backlight setting. You are
able to adjust the device's display settings to have the light remain on for a
longer period of time. This feature is typically located in the “Settings”
menu, but you may need to consult your device's instruction manual for
directions on changing your backlight settings. |
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Why
doesn't the video fill my entire screen?
Times are changing and technology is improving by leaps and bounds! The new 3G
(aka EVDO or UMTS) system provides compatible devices 200 to 300 kbps of
bandwidth, which allows smarTVideo™ to stream to your device at full screen! The
current CDMA/GPRS standard, 2.5G, is a smaller picture but smarTVideo™ is still
able to provide you with full-motion video and synchronized audio! SmartVideo’s
application allows you to select which stream you would like to receive. If you
have a 3G connection, you may select the “Settings” link on the Main Menu and
select “High Speed”.
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Does
smarTVideo™ use the minutes on my wireless plan?
No. Not even a second! Each smarTVideo™ high-quality video is streamed directly
to your mobile device through your data connection (Internet) provided to you
by your carrier. We do strongly suggest that you subscribe to your carrier's
unlimited data package to avoid unnecessary data charges. |
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What
happens if I receive a call or message while I'm watching SmartVideo?
This depends on your device. Some mobile devices will not interrupt the data
connection to allow for phone calls while others do. The best way to test this
is to try calling your phone while it is connected to the internet or check
your device’s user guide for information on how to change or modify these
settings. |
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SmartVideo’s
additional tips for successful watching!
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Do not save channels as a play list. (This is due to our securities Digital
Rights Management (DRM) System.)
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Cookies must be turned on. See your device’s user guide for instructions.
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If you have a program like Tweaks2k2.net, Picsel or Opera, please disable it.
smarTVideo™ requires Internet Explorer to function properly.
smarTVideo™ Customer Care
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What is SmartVideo?
smarTVideo™ is a service offering live TV and video-on-demand content featuring
exceptional quality news, weather, sports and entertainment programming when
and where you want it.
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How
is your programming different from regular TV?
smarTVideo™ offers several types of programming. SmartVideo’s live channels are
exactly what you see at home, but with a 5-10 second delay. smarTVideo™ offers 2
categories of on-demand programming. Many of our on-demand programs are
shortened forms of the programming you watch at home, and the others are
popular clips from some of your favorite shows. Last, smarTVideo™ has a lineup
of popular short form mobile programming designed specifically for those of you
on the go! |
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