Support for Video On Demand Content

If you need help with our Video On Demand content, please reference the frequently asked questions below.

How do I access the video after I purchase my ticket?

After you purchase a ticket to a video, you will receive a confirmation email with a link and access code to a pre-recorded video. The link will open a new window in your web browser. Once you click the link, you will have 48 hours to finish watching the video. Please note that the video will only be available in the time frame specified on your receipt. If you cannot locate your confirmation email in your inbox, we suggest checking your spam or junk folder. 

Is the video password protected?

Yes. Each ticket is assigned a unique link and access code, which are both included in your confirmation email. The access code is located directly below the link to watch. Please note: if you switch devices or try to log into a second device with your unique link/access code, the player will stop playing on the original device and continue in the newly logged in device.

I’ve clicked the link in my confirmation email and I don’t see the video.

The video will be uploaded to the site at the time and date specified in your confirmation email. If you click through the link any earlier, the video will not yet be available.

Can I view this content offline?

The New York Pops’ video content is currently only available online and requires a reliable internet connection.

Oops, I started watching the video and something has come up. Can I finish it later?

Yes. Once the video has been started, you will have 48 hours to watch it. You can revisit it with your unique link and access code. Please note that the video will only be available in the time frame specified on your receipt.

How do I watch the video in fullscreen?

To access the video player's controls, hover your mouse over the video. You will see three icons: a Pause symbol, a Fullscreen square, and a Volume symbol. Click the square to enlarge the video. We've included a screenshot below for your reference.

Can I view the video on my mobile or tablet?

Yes. Video content is accessible on any device (computer, tablet, mobile, smart TV) that is connected to the internet. It can only be viewed in a web browser app by clicking on the link in your confirmation email. 

Can I watch this performance on my TV?

Our video content is only available for viewing through a web browser. Some smart TVs and streaming devices have web browsers that you can use to access your video link. Our suggested practices for different devices are outlined below. 

• Apple TV/Airplay: To begin, confirm that both your Apple devices are connected to the same WiFi network. Begin watching the video on your selected Apple device. Once the video is open, click the Airplay icon in the top right corner of the video to cast the video to your Apple TV.
• Smart TV: If your TV has a web browser app, use the browser to log into your email account. Next, open the email containing your New York Pops video link and click the button link to watch. This should open the video player in a new window, and automatically pull in your unique access code. The video should start playing. If not, click play to begin watching. 
• Amazon Fire Stick: If you have not already done so, download the free internet browser Amazon Silk on your Fire Stick. Using this browser, log into your email account. Next, open the email containing your New York Pops video link and click the button link to watch. (You may need to click "request desktop site" in the top menu to read the entire email.) Allow the browser to leave the page. This should open the video player in a new window, and automatically pull in your unique access code. The video should start playing. If not, click play to begin watching. 
• Roku: Unfortunately to watch on your Roku device, Roku requires you to purchase an app for $4.99. First, make sure both your mobile device and Roku device are on the same WiFi network. Then, download the Mirror for Roku app on your mobile device here. Add the Mirror for Roku channel to your Roku device and then open the channel. Open the Mirror for Roku app on your mobile device and mirror your device to your Roku device. Next, open the email containing your New York Pops video link and click the button link to watch. You may need to rotate your mobile device and turn off the volume.
• Chromecast: Unfortunately, the best use practices of our video streaming provider do not recommend using Chromecast at this time.

Note: we cannot guarantee that your smart TV or streaming device will be able to properly play our video content.

Can I re-watch the video? 

You will have access for 48 hours from the moment you begin watching the video. Because the video automatically starts playing once you click the link, do not click the link until you are ready to watch the video. 

My video playback is jumpy/choppy/doesn't look right. What can I do to fix it?

If your video streaming experience is not smooth, you may want to check the strength of your internet connection. If you are connected wirelessly, try moving your device closer to your router. To help with internet bandwidth, we suggest closing other windows you might have open in your browser and on your computer. If possible, you may also want to try using a different internet browser. 

Who do I contact if I am still having trouble?

If you are still having issues, you may email development@nypops.org or call (212) 765-7677. Our staff is staying safe working from home during the pandemic. If we miss your call, we’ll call you back as soon as we can.

Our team is available daily during office hours from 10:00 AM to 6:00 PM ET and 30 minutes prior and 1 hour after the start time launch of Video On Demand content (e.g., if the video launches today at 7:30 PM ET, we are available to help you from 7:00 PM to 8:30 PM ET).