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Virtual Events Troubleshoot

Technology is great, but technology can also sometimes not work. Below are some common troubleshooting issues around accessing virtual content from MATCH. 

Where can I access my virtual content?
What's the difference between a Livestream and a Video on Demand?
How many times can I watch my virtual content? 
Can I watch my virtual content on multiple devices at the same time?
How do watch my virtual content on my TV?
How do I watch a private Vimeo video on my Smart TV or Apple TV?
Contact Us

Where can I access my virtual content?

Links to virtual content will be delivered to your email address once you've reserved your ticket. The email confirmation will come from the address If you have the capabilities to search your email, search for or Box Office. That will quickly filter your inbox to help find your email. 

Your email should have the subject line: Your order has been submitted

Once you've found your email confirmation, scroll to the bottom half of the email and look for the section labeled Order Details. You will see a blue button with the name of your virtual event. This is the button that will direct you to your virtual content. If you've purchased multiple virtual events, they will be listed under this section. 

Virtual Content Link

If you do not see this button or cannot find your email, please contact the MATCH Box Office to have your email confirmation resent to your email address. 

Phone: (713) 521-4533

What's the difference between a Livestream and a Video on Demand?

Sometimes it can be confusing to know the difference between a Livestream event and a Video on Demand (VOD). Here is a little description to help you understand the different type of virtual content that is being published: 

Livestreaming indicates streaming or presenting a video and/or audio content on the internet in real-time. While the content is normally happening place live during the broadcast, it is possible that a stream may contain pre-recorded content, or was produced as a live stream event that contains a mix of live and recorded content. 

Most importantly, a live-streamed event will happen at a specific date and time where patrons will all experience it all at the same time. 

Video on Demand (VOD)
Similar to popular stream systems like Netflix and Hulu, Video on Demand (VOD) is a format that lets patrons experience virtual content at their own leisure. Patrons will receive a link to access their virtual content but are not constricted to experiencing the content at a specific date and time. Patrons can access the pre-recorded content at a time that works best for them. 

However, some VOD may only be available for a certain period of time to stream. It is important to note the availability, so you do not miss the opportunity to view your video. This information can be found in your email confirmation and on the event page on the MATCH website. 

How many times can I watch my virtual content? 

For Livestreamed events, your only chance to watch the live-streamed virtual content will be on the specific date and time of the event. The date and time will be listed in your email confirmation and on the event website. When you click on your virtual ticket link, you will be directed to the video player. If you are joining the event after it has begun, you will see the event already in progress. If you join the event after the event time or date, you will no longer be able to view the virtual event content. 

For Video on Demand (VOD), you will have a time frame in which you can watch your virtual content at any time within that frame. VOD will not be available before or after that specific time frame. You can watch your virtual content as many times as possible as long as it is available to view. The time frame will be listed on the event website. 

Can I watch my virtual content on multiple devices at the same time?

If your virtual content is presented through the MATCH video player, you will only be able to experience your virtual content on one device at a time. 

If your virtual content is presented through a public service such as YouTube, Vimeo, Zoom etc., you will be able to experience the virtual content on multiple devices at a time. However, to support the organization that is presenting the virtual content, we strongly encourage groups that are sharing or watching on multiple devices at the same time, to purchase multiple tickets. 

Watching Virtual Content on your TV

Virtual events must be viewed in a web browser, whether that is on your computer, tablet, mobile device, or smart TV.

Smartphone or tablet to TV

Plug in with a USB data cable 

Nearly all smartphones and tablets can plug into a TV’s HDMI port using a USB cable like this 6-foot Data Cable for USB-C. Once connected, you can project your phone’s display onto your TV – whether you’re checking out pictures, watching videos, surfing the web, using apps or playing games. All it takes is one cable, so there’s no need to connect via Wi-Fi or remember any passwords.

The longer your USB cable is, the better -- especially when you’re sitting far away from your TV. 

Apple TV/Airplay

First, make sure both your Apple devices are on the same WiFi network. It is recommended to open and begin watching the video on your selected Apple device and then click the airplay icon in the top right corner of the video to cast the video to your Apple TV.

Amazon Fire Stick

In order to watch on with your Amazon Fire Stick, you must first download the free browser, Amazon Silk.

  • Download App:
  • Using this browser, log into your email and open the show specific link and click the button link to watch. (You may need to click the request desktop site in the top menu to read the whole email.)
  • Allow the browser to leave the page.
  • This should open a new window, pulling in your unique access code and the video player. The video should start automatically, if not, click play.


First, make sure both your mobile device and Roku device are on the same WiFi network. In order to watch on your Roku device, you must first download the following app on your mobile device for $4.99 and follow these steps:

  • Download App:
  • Add the Mirror for Roku channel to your Roku device and then open the channel.
  • On your mobile device, open the Mirror for Roku app and mirror your device to your Roku device.
  • Open the link from your email in your mobile browser, rotate your device and click play to watch it full screen.
  • Turn the volume off on your mobile device to enjoy!

Laptop to TV

Start by checking the video-out connection on your laptop and video-in connection on your TV. If they share the same connection, such as HDMI, simply run that cable type from the laptop to the TV. If your devices don’t share a connection, the right adapter can make it work. Not all cable options include sound, so you might need a separate 3.5mm audio cable.

HDTVs offer multiple video inputs, with HDMI and DVI being the most popular and highest quality options. Here are the video-out connections you’re most likely to find on your laptop. 

HDMI (High Definition Multimedia Interface) is currently the highest quality connection available, providing optimum picture and sound from one cable. To connect a laptop to TV with HDMI, just plug an HDMI cable into the HDMI port on each of the devices. If you purchased your television within the last ten years, chances are very good it has an HDMI port. If your laptop doesn't have an HDMI port, you’ll need an adapter.

Mini DisplayPort and DisplayPort
Initially developed by Apple for use in Mac products, Mini DisplayPorts are now included in various tablets and PC laptops. Like HDMI, a DisplayPort cable carries both audio and video over a single connection. With an adapter, it can connect to HDMI, DVI or VGA on your TV.

DVI - (requires 3.5mm audio cable for sound)

DVI (Digital Video Interface) is a common connection on desktop computers, but less likely on laptops. Its digital signal provides better picture quality than S-Video or VGA. If you want sound with a DVI connection, connect a 3.5mm audio cable from the headphones output of your laptop to the audio inputs of your TV. 

Email from Smart TV 

If you do not want to connect your virtual content from a device, you can access your virtual content through your Smart TV's email or web browser feature. Depending on your Smart TV, most devices have an app feature where you can connect and access your email from you Smart TV. Once you have connected your email account, you can open your email with the virtual content link and access your virtual content on your Smart TV. 

If your Smart TV does not have an email app feature, you can also access your email through the web browser feature on your Smart TV. Once you've opened your web browser, you can log into your email account and access your virtual content. 

How do I watch a private Vimeo video on my Smart TV or Apple TV?

Videos that are "private" and require a password will be unsearchable through the Vimeo app on a Smart TV or Apple TV. To access private Vimeo videos, you will need to add them to your Water Later list on Vimeo. Here is how to do so: 

Step 1

  1. Set up a basic (free) account at The link to a basic account is listed right below the header.

Step 2

  1. On your computer or laptop, log in to your Vimeo account.
  2. In your email program, open the email message that has the Vimeo link to your private video.
  3. Open the video, enter the password.
  4. On the top right corner of the video, click the Clock Icon to Add To Watch Later list.
  5. Repeat this for each video, adding each video to your Watch Later list.
  6. You only need to do this step once per video.

Step 3

  1. On your Smart TV or Apple TV or other streaming devices, load up your Vimeo App.
  2. Sign in to your free account.
  3. Access your private videos from the Watch Later list.
  4. You’ll still need to enter the password for each video, as long as they are set to Private, rather than Public.

Now your private videos will play on your big Smart TV!

Contact Us

For support, please contact the MATCH Box Office:

Phone: (713) 521-4533