VELOCITY FAQs

GENERAL QUESTIONS

  • What if I see my TV provider, but I don't remember my username or password?

    Forget your username or password? It's the username and password you typically use to pay your bill. Still not sure? Here are some helpful links.

    Brighthouse
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    Cable One
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    Comcast
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    COX
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    DirecTV
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    Frontier Communications
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    Mediacom
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    Optimum
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    RCN
    Forgot password?
    Don't have a username or password? Register now.

    Time Warner
    Forgot username?
    Forgot password?
    Don't have a username or password? Register now.

    WOW
    Forgot password?
    Don't have a username or password? Register now.

  • What if I don't see my TV provider when trying to sign-in?

    We're sorry! That means we're still working things out with your provider before we can offer you full access. In the meantime we always offer some unlocked content, including full seasons of some shows, for people who can't yet sign in.

  • Do I have to pay to watch?

    The apps are free to download, but in order to watch most of the episodes you'll need a TV subscription through a cable, satellite, or some other provider.

  • Why do I have to have cable to watch?

    We're adding more shows and episodes to our app and we keep a portion of our episodes unlocked for users who don't sign in with a TV provider.

  • What does the key/lock icon mean in the apps?

    If you see a key/lock icon, that means you have to sign in with your TV provider credentials to watch.

  • Why are there so many commercials? Can I watch without ads?

    We hate to hear that you're disappointed. We are constantly monitoring the amount and variety of commercials we offer to our viewers and will continue to make sure everyone can fully enjoy our shows. Commercials allow us to offer our content free with your TV subscription. We currently don't have a way to stream without ads. We hope that you'll continue to stream and not give up on GO!

ABOUT

  • What shows are available to stream?

    All our content is here for you to watch. We raided the library. We opened the vault. We've gone back to the very beginning of the channel. There are thousands of episodes here for you to enjoy. We also have exclusive content for you. Just remember to go outside every once in a while.

  • Why can't I find this one particular show? Why is an episode missing from this season?

    We're sorry! Unfortunately we don't have rights to bring you some of our older content. If you've got a favorite that is missing, please let us know!

    Additionally, the app and website include a live stream, so you can watch live TV whenever and wherever you want.

  • What is a "Go Exclusive" or "Go Original"

    Go Exclusives are extra content that's not available on TV. Get an extended look at some shows, or go behind the scenes.

  • What is an "Early Premiere"

    We wanted to reward everyone who uses this app by giving them access to certain episodes of certain shows BEFORE they air on TV. Hope you enjoy!

  • Do I have to sign-in or subscribe to a package from a TV provider to watch full episodes?

    We always have a limited number of episodes available for you to watch without signing in. These episodes are typically older, if you want to watch the thousands of episodes available in the app, including the new stuff, you'll have to sign in.

  • How quickly does a new episode get added to the app after it airs on TV?

    Most of our episodes will be available here at the same time the episode airs on TV. If your show airs Tuesday at 9 pm, chances are it will be on the app Tuesday at 9 pm. Every now and then there's a problem and an episode won't get added until the next day. We really hate when that happens and we do everything we can to resolve the issue ASAP.

  • How long are episodes available?

    Most episodes will be available forever. That's right. We hate when content disappears on other apps, so we don't do that. In the rare case that something has to come off the app, we'll give you a 28-day countdown, so you're not surprised.

  • What devices can I use to watch?

    Our content is on smartphones, tablets, and desktop computers. We have apps on just about every connected device and smart TV you can imagine. If we're not available on a certain device and you think we should be, contact us and let us know.

  • Is closed captioning available?

    Yes, closed captioning is available on both Live and on-demand episodes. For more information on closed captioning, please click here.

ACCESSING LOCKED CONTENT

  • Why do I sometimes get logged out?

    We do our best to keep you logged in so you can watch all your favorite episodes as quickly as possible. However, occasionally, you may be prompted to authenticate again, especially if you've been logged in for several weeks or have recently cleared your cache. If you feel like you are being logged out more often than you should be, please click here to contact us and we'll see if we can help you with the problem.

  • Why does it say that my subscription doesn't allow me access to locked videos or networks?

    We can only offer you full access to networks that are part of your existing cable, satellite or TV package. If you do not subscribe to a package that includes a network, or your provider does not offer a network, you will not be able to watch it. If you believe that you have been blocked from content by mistake, please click here to contact us and we'll see if we can help you with the problem.

  • Why are some shows on the live stream blacked out?

    Due to rights restrictions, not all shows are available on all devices.

  • Can I access your shows while outside of the U.S.?

    Unfortunately, this app is only available in the U.S. and supported territories. However, most of our networks are global and we have apps and sites for each region, depending on your location.

  • What mobile devices are the most compatible with your apps?

    Our apps work with a majority of computers and mobile devices manufactured in the last 5 years. If you can install the app, then you can rest assured, it is compatible with your device and we support it.

TECHNICAL ISSUES

  • I keep seeing the same advertisement over and over or the video gets stuck on an ad and won't continue playing.

    We hate that too! Some of the ads you see come from us and some come from our partners. If you see the same ad multiple times in a row it's probably because we and our partners all wanted you know about that product. If you believe there is an issue, please click here to contact us and let us know what brand the repetitive ad is for. We can work to make sure this doesn't keep happening.

  • Android App won't open past the initial loading screen

    We're sorry you are experiencing issues with accessing content. This is a known issue impacting a limited number of customers. Please click here to contact us and we will notify you once the issue is resolved.

  • The app won't load or quits unexpectedly.

    We know that is frustrating; however, most commonly this problem can be solved by deleting the app and reinstalling it. If this doesn't work, please click here to contact us and we'll be happy to assist you so you can get back to watching your favorite shows.

  • Content won't unlock: I logged on using my TV provider but I get a message that says I am not authorized to view this content.

    We're sorry you are experiencing issues with accessing content. This is a known issue impacting a limited number of customers. Please click here to contact us and we will notify you once the issue is resolved.

  • Can I download shows to watch when I am not connected to the Internet?

    We're working hard to make this feature available to you. For now you will need an internet connection to watch.

  • Can I watch over a cellular connection?

    Yes, however, you will have the best experience watching via a Wi-Fi connection, but you can also stream on cellular networks.

  • I'm connected to a wired or Wi-Fi network and I still have issues. The video keeps freezing or is slow to load, the audio plays but the screen is black or the video looks fuzzy.

    We're sorry you are experiencing this issue. We use what's known as adaptive bitrate streaming, which means that the quality of the video you are watching is based on the strength of your wireless connection. If you still experience issues, please click here to contact us with details related to the issue and we will help you in troubleshooting.

  • App says I'm not in the U.S. but I am actually in the U.S.

    We're sorry you are experiencing issues with accessing content. This is a known issue impacting a limited number of customers. Please click here to contact us and we can help you resolve the issue.

  • The app won't let me pick up from where I left off and when I try to scan to where I was, I have to watch a ton of commercials.

    That is so frustrating and this is a bug we're working hard to fix. Not only will we make sure that you can always pick up from where you left off, we're also trying to improve the experience around scanning though our content. Please be patient with us.

  • Why can't I watch via Airplay?

    We're working hard to make this feature available to you.

  • I'm having issues with Chromecast

    We're sorry you are experiencing issues with Chromecast. We recommend you restart your casting session first. If this does not resolve the problem, you might be experiencing a known issue that's impacting a limited number of customers. Please click here to contact us and we will notify you once the issue is resolved.

  • I am experiencing issues with the audio on your network when I watch on TV.

    Many factors contribute to the quality of the audio signal you receive through your TV. Your cable or satellite provider receives our signal, and then passes it along to you. Occasionally problems arise during this hand-off. It is possible that the audio problems you are experiencing are related to your service provider, and we encourage you to let them know of any issues with your service.

  • The commercials are louder than the show.

    We're sorry. We know that's annoying when you are trying to enjoy a show. We do our best to keep the level of the ads consistent with the level of the program, but sometimes that process doesn't work. Please click here to contact us with details.

CONTACT US

  • How do I send you a suggestion or a question?

    We would love to hear from you! Please click here to contact us and submit your comments, questions or report an issue.