FAQ

Our FAQ-area is available to answer all and any of the most asked questions regarding our service. Should you not be able to find an answer to your enquiry, feel free to directly contact our support-team.

  • 7 most asked FAQs

    • I have forgotten my password. How can I get a new one?

      If you have forgotten your password you can request a link to get a new password at any time. Simply go to “login” on www.laola1.tv and click on “password forgotten” and follow the instructions given.

    • Can I still watch content on LAOLA1.tv for free?

      Yes, all of the LAOLA1.tv content is still be available for free on www.laola1.tv in the same quantity and quality as before. All LIVE-Streams and highlights from all of the many sports on LAOLA1.tv can still be enjoyed for free, but you will not be able to take advantage of the many benefits provided with the fee-based PREMIUM membership

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? Or at www.laola1.tv/premium

    • What is "LAOLA1 PREMIUM"?

      The LAOLA1 PREMIUM membership offers you a brand new way to experience LAOLA1.tv content. These are your advantages:

      • Enjoy LIVE-Streams and videos in full HD quality
      • No video advertising before and during the streams
      • LIVE-Streams on all devices
      • Watch up to 4 Streams simultaneously
      • Dynamic play-back for LIVE-Streams and much more


      The LAOLA1 PREMIUM membership costs €4.99 per month (inc. VAT) and can be cancelled at any time due to our no commitment policy.

      More Information on the LAOLA1 PREMIUM membership can be found at www.laola1.tv/premium
    • How much does the LAOLA1 PREMIUM membership cost?

      The LAOLA1 PREMIUM membership costs €4.99 per month and is also paid for monthly. The membership will be extended for a further month unless it is actively cancelled before the membership period expires.

      No long term commitments – The LAOLA1 PREMIUM membership can be cancelled at any time.

      If you have completed a subscription for a membership at a reduced fee (e.g trial PREMIUM membership), then please be aware that this price is only for the period stated. If you do not cancel your membership before the trial period expires then your PREMIUM membership will automatically be extended for a further month and you will be charged the full price.

      You can complete your LAOLA1 PREMIUM membership here: www.laola1.tv/premium

      The LAOLA1 apps are available to download for free.
    • What are the benefits of a LAOLA1 PREMIUM membership?

      You can enjoy the following benefits with the LAOLA1 PREMIUM membership:

      • LAOLA1.tv in HD quality
        • Enjoy LIVE-Streams and videos in full HD quality
      • LIVE-Streams via moblie apps
        • Watch the best LIVE-Streams on your mobile and tablet devices
      • No advertising
        • No video advertising before and during the streams
      • No commitment
        • You can cancel you PREMIUM membership at any time
      • Numerous additional PREMIUM features
        • Dynamic play-back for LIVE-Streams, customized LIVE alerts, Apple AirPlay and much more

      The LAOLA1 PREMIUM membership costs €4.99 (inc. VAT) per month and can be cancelled at any time.

      Become a LAOLA1 PREMIUM member here: www.laola1.tv/premium
    • How can I enjoy LAOLA1.tv?

      LAOLA1.tv is available on all of your devices. You can enjoy our LIVE-Streams and videos on your laptop or computer, as well as by using the downloadable App on your smartphone, tablet and/or smart-TV. Our App is available in the relevant App-Stores.

      Our Apps


      Our TV-channel
      LAOLA1 can now also be enjoyed through A1’s television service. A1 TV Plus customers can find “LAOLA1.tv” on channel 98, or on channel 398 for our HD broadcast.

    • What technical tips are there in order to enjoy LIVE-Streams in the best possible quality?

      Start the stream in punctually

      LAOLA1.tv streams often begin with pre-match coverage. The sooner you the start the stream, the less chance there is that the server will be at full capacity and the connection will be easier. Once the connection has been successfully achieved do not close the stream until the broadcast has finished.

      Delete your browser cache

      This function can be found in your browsers settings

      Close all unneccesary programs

      As well as needing the best Internet connection possible videos and LIVE-Stream also put strain on your computer meaning it is advisable to close all unnecessary programs, especially those which affect the performance of your device or require a steady internet connection such as YouTube, ICQ etc. Please also take into account that these programs often automatically start when you turn on your device and run in the background. If you use Wi-Fi at home then please make sure that the Internet connection is not affected or restricted by other people using the same network.

      Use an up to date graphics card

      On your graphic card producers homepage you will be able to download the newest version of your graphic card and carry out all necessary updates. It is very important to ensure that all drivers are up to date as this is the only way that we can guarantee that your hardware is optimally configured and can operate at the best level possible.

      Only click on the stream once

      If the stream does not start at once, have some patience. It may take between two to three minutes before the stream is completely loaded. Continually clicking on the stream will only slow the process further as the loading process is interrupted and everything must be loaded again.

      Do not close the stream

      Once the stream is playing please do not stop it or close the window. The stream should always be playing, especially during breaks. Many people turn the streams off during these pauses resulting in many users trying to load the stream at the same time which can lead to server problems.

      What to do when the video keeps stopping?
      If the broadcasts continually stops or jumps then please do not attempt to close and restart the stream. This will force the stream to start the loading process completely from the beginning and may result in further delays, especially when the servers are burdened. Please keep the stream playing and it will continue to load in the background and the quality should improve by itself.

      Full screen mode

      Full screen mode requires a lot of processing power and can affect the quality of the video performance even when an adequate Internet connection is available.

      Restart your computer

      Please restart your computer before you go to www.laola1.tv and open a LIVE-Stream

  • General

    • Can I still watch content on LAOLA1.tv for free?

      Yes, all of the LAOLA1.tv content is still be available for free on www.laola1.tv in the same quantity and quality as before. All LIVE-Streams and highlights from all of the many sports on LAOLA1.tv can still be enjoyed for free, but you will not be able to take advantage of the many benefits provided with the fee-based PREMIUM membership

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? Or at www.laola1.tv/premium

    • What is a LAOLA1 CLASSIC membership?

      All registered users of LAOLA1.tv and LAOLA1.at are members of the LAOLA1 CLUB.

      There are two different membership categories, a free LAOLA1 CLASSIC membership and a fee-based LAOLA1 PREMIUM membership.

      The following benefits and features are available through the different membership categories

      Not registered Classic Premium
      Internet LIVE-Streams on LAOLA1.tv
      All articles, news, live-tickers and statistics on LAOLA1.at
      Usage of the LAOLA1.at Apps  
      Videos in the LAOLA1.at Apps  
      Push notifications & live alerts in the LAOLA1.tv App  
      Personalized newsletter and TV schedule  
      LAOLA1 Fantasy Games  
      Daily LAOLA1.at newsletter  
      Ability to comment on LAOLA1.at  
      Much less advertisiung before and during videos and LIVE-Streams    
      Videos in HD Quality*    
      Live-Streams in HD Quality*    
      Live-Streams in mobile Apps    
      Live-Streams on tablet devices    
      Dynamic playback during LIVE-Streams (DVR)    
      Premium Stream    
      Watch up to 4 Streams simultaneously    
      Air Play    
      No commitment – Cancel your subscription at any time    
      Cost per montht   € 0,00 € 4,99
      *where available and possible

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? Or at www.laola1.tv/premium

    • What is HD quality?

      As a LAOLA1 PREMIUM member you can now enjoy LAOLA1.tv content in PREMIUM quality.
      PREMIUM quality stands for a resolution of 720p at a bitrate of up to 2 MBit/s, depending on the signal the production team has on location.
      Please be aware that an adequate Internet connection is required in order to enjoy streams in the best quality possible and that certain technical requirements need to be met. More information about the basic technical requirements needed to enjoy HD content can be found in our FAQs.
      We would also like to remind you that not all content is automatically available in HD. A list of the available content can be found on this page under the section Which LAOLA1.tv channels are available in HD quality?.

    • Which LAOLA1.tv channels are available in HD quality?

      The following channels will be available in HD:

      Football:
      Copa del Rey, Coppa Italia, Greek Football Cup, UEFA Champions League qualifiers, UEFA Europa League qualifiers, International Friendlies, Brazilian Serie A, Italian Serie B, Belgian Pro League, Serbian SuperLiga, Croatian 1. HNL, Scottish Premiership

      Ice Hockey:
      Champions Hockey League (CHL), Kontinental Hockey League (KHL), ÖEHV Friendlies

      Volleyball:
      CEV Champions League, CEV Cup, CEV Challenge Cup, CEV European League, Montreux Volley Masters

      Table Tennis:
      Table Tennis Champions League Men, European Champions League Women, ETTU European Championship, European Youth Championship, ITTF Europe Top 16

      Basketball:
      Turkish Basketball League, Greek Basketball League

      Handball:
      Handball League Austria (HLA), Liga Asobal, Copa Asobal, Copa del Rey

      Motorsport:
      World Rally Championship

      American Football:
      Raiders TV

      Darts:
      European Darts Tour

      Due to technical reasons certain content from the above mentioned channels may still only be available in restricted quality. Events not mentioned in the above list are not available in high definition. If you have any questions regarding selected events and the availability of HD, then please contact our support team under www.laola1.tv/support. Please be aware that an adequate Internet connection is required in order to enjoy streams in the best quality possible and that certain technical requirements need to meet. More information about the basic technical requirements needed to enjoy HD content can be found in our FAQs.

    • Which LAOLA1.tv channels will be available in the app?

      The following channels will be available LIVE via mobile devices:

      Football:
      Copa del Rey, Coppa Italia, Greek Football Cup, UEFA Champions League qualifiers, UEFA Europa League qualifiers, International Friendlies, Brazilian Serie A, Italian Serie B, Belgian Pro League, Serbian SuperLiga, Croatian 1. HNL, Scottish Premiership

      Ice Hockey:
      Champions Hockey League (CHL), Kontinental Hockey League (KHL), ÖEHV Friendlies

      Volleyball:
      CEV Champions League, CEV Cup, CEV Challenge Cup, CEV European League, Montreux Volley Masters

      Table Tennis:
      Table Tennis Champions League Men, European Champions League Women, ETTU European Championship, European Youth Championship, ITTF Europe Top 16

      Basketball:
      Turkish Basketball League, Greek Basketball League

      Handball:
      Handball League Austria (HLA), Liga Asobal, Copa Asobal, Copa del Rey

      Motorsports:
      World Rally Championship

      Darts:
      European Darts Tour

      Due to technical and legal reasons certain LIVE-Streams from the above mentioned channels may not be available in the mobile apps. Events which are not mentioned in the above list are generally not available on the mobile apps. If you have any questions regarding selected events and the availability of mobile LIVE-Streams, then please contact our support team under www.laola1.tv/support. Please be aware that an adequate Internet connection is required in order to enjoy streams in the best quality possible and that certain technical requirements need to meet. More information about the basic technical requirements needed to enjoy HD content can be found in our FAQs.

    • What is watchlist?

      With your personal watchlist you can create an individual playlist as a registered user. This is how it works:

      • The watchlist icon will appear, if you mouse over a video on LAOLA1.tv.
      • By clicking on the button you can add as many videos as you want into your playlist.
      • Finally go to the „My Feed“ channel and watch all videos collected.
    • Which web browsers are supported?

      All browsers which support the Flash version 11 and NPRuntime are compatible with LAOLA1.tv. The following browsers fulfill these requirements:

      • Internet Explorer 8.0 or higher
      • Firefox 4.0 or higher
      • Safari 4.0 or higher
      • Chrome 20.0
    • Which version of Flash do I need to use LAOLA1.tv?

      Flash version 11 is needed in order to watch videos on LAOLA1.tv. The plug-in can be installed or updated here

    • I have followed all of the hints in this FAQ but I am still unable to watch content on LAOLA1.tv or the quality is very poor. What can I do?

      We can often help much more when we know exactly what the problem is. Please contact our customer service team here and we will happily help you solve your problem.

  • Personal Data

    • Where can I see and change my user information and personal details?

      You can retrieve your user information and personal details on your profile page. Go directly to your profile here: www.laola1.tv/myaccount

      If you wish to change your user information, please contact our customer service team at www.laola1.tv/support

      You can also check your payment information in your profile.

      If you wish to change your payment method or have any additional questions, please contact our customer service team at www.laola1.tv/support

    • Where can I change my email address?

      If you wish to change your email adress, please contact our customer service team at www.laola1.tv/support

    • How can I cancel/terminate my account

      If you would like to terminate your LAOLA1.tv account, simply get in touch with our support. Don’t forget that by cancelling your account you will also lose all of your relevant settings and preferences as well.

    • How secure is my personal data?

      We take data protection very seriously and follow all privacy policy guidelines. Your personal data will only be used when legally allowed according to the data handling laws in place, or when you, as a user give permission for your personal data to be used. More information can be found in our privacy policy guidelines

      Registration, transmittance and administration of your data is carried out through a secure SSL encryption.

  • Login

    • I have forgotten my password. How can I get a new one?

      If you have forgotten your password you can request a link to get a new password at any time. Simply go to “login” on www.laola1.tv and click on “password forgotten” and follow the instructions given.

    • Can I login/register to LOALA1.tv using my Facebook account?

      Yes. To do this simply choose the option “Login/register with Facebook” in the first step of the registration process.

  • Premium

    • What is "LAOLA1 PREMIUM"?

      The LAOLA1 PREMIUM membership offers you a brand new way to experience LAOLA1.tv content. These are your advantages:

      • Enjoy LIVE-Streams and videos in full HD quality
      • No video advertising before and during the streams
      • LIVE-Streams on all devices
      • Watch up to 4 Streams simultaneously
      • Dynamic play-back for LIVE-Streams and much more


      The LAOLA1 PREMIUM membership costs €4.99 per month (inc. VAT) and can be cancelled at any time due to our no commitment policy.

      More Information on the LAOLA1 PREMIUM membership can be found at www.laola1.tv/premium
    • What are the benefits of a LAOLA1 PREMIUM membership?

      You can enjoy the following benefits with the LAOLA1 PREMIUM membership:

      • LAOLA1.tv in HD quality
        • Enjoy LIVE-Streams and videos in full HD quality
      • LIVE-Streams via moblie apps
        • Watch the best LIVE-Streams on your mobile and tablet devices
      • No advertising
        • No video advertising before and during the streams
      • No commitment
        • You can cancel you PREMIUM membership at any time
      • Numerous additional PREMIUM features
        • Dynamic play-back for LIVE-Streams, customized LIVE alerts, Apple AirPlay and much more

      The LAOLA1 PREMIUM membership costs €4.99 (inc. VAT) per month and can be cancelled at any time.

      Become a LAOLA1 PREMIUM member here: www.laola1.tv/premium
    • I am already registered with LAOLA1 and would like to become a PREMIUM member.

      As an existing LAOLA1 user you are automatically now a free LAOLA1 CLASSIC member in the LAOLA1 CLUB.
      Please follow these simple instructions in order to upgrade to a fee-based LAOLA1 PREMIUM member:

      • Click on “login” on www.laola1.tv which can be found in the top right corner.
      • Login with your existing details (email address and password)
      • If you have forgotten your password then please click on the “Forgotten your password?” link in the login window and follow the further instructions given.
      • After logging in you will be directed straight to the PREMIUM membership page. If this does not happen then please manually click on the LAOLA1 PREMIUM button.
      • Click on the “Become a LAOLA1 PREMIUM member” button and follow the instructions given.

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? or at www.laola1.tv/premium

      If you have any further questions regarding the LAOLA1 PREMIUM account then please contact our customer support team at www.laola1.tv/support

    • Can I purchase a LAOLA1 PREMIUM membership as a gift?

      No, LAOLA1 PREMIUM memberships are currently not available to purchase as gifts.

    • How can I find out how long my LAOLA1 PREMIUM membership is valid for?

      The LAOLA1 PREMIUM membership automatically renews itself for a further month at the end of each month.

      The duration of your LAOLA1 PREMIUM membership is displayed on your profile page.

      The PREMIUM membership can be cancelled at any time before the end of the current contractual period (23:59 CET on the last day). The PREMIUM membership will be automatically renewed for the next month unless it is cancelled. All times are Central European Times CET unless otherwise stated. For example, if you complete your PREMIUM membership on the 11th of October CET, then your PREMIUM membership period will be from that date onwards and you will have until 23:59 CET on the 10th of November to cancel your account. Your account will automatically be extended for a further month at 00:00 CET on the 11th of November.

      IMPORTANT: If you have completed your PREMUM membership payment via iTunes or Google Wallet then you must also cancel your PREMIUM membership through these as well. Please be aware that the cancellation period may vary depending on the terms and conditions of the provider. Further information can be found on your profile page.

      All further information regarding the cancellation of your LAOLA1 PREMIUM membership can be found in the section Duration and cancellation of my LAOLA1 PREMIUM membership?

    • Can I watch PREMIUM LIVE-Streams on more than one device at once?

      Your LAOLA1 PREMIUM membership allows you to watch LIVE-Streams on one device at any given time. If you start a stream on one device (e.g your laptop) and want to continue watching it on another device (such as your smartphone) then the stream on the laptop must first be stopped. This can be done by clicking on the stop button in the player. Through this you can be certain that the stream has stopped and that the stream will function on your other device.

    • Error message - “PREMIUM LIVE-Streams can only be seen on one device at a time”. What do I need to do?

      Your LAOLA1 PREMIUM membership allows you to watch LIVE-Streams on one device at any given time. If you start a stream on one device (e.g your laptop) and want to continue watching it on another device (such as your smartphone) then the stream on the laptop must first be stopped. This can be done by clicking on the stop button in the player. Through this you can be certain that the stream has stopped and that the stream will function on your other device.

    • How fast does my Internet connection have to be, in order to watch videos which are not part of the LAOLA1 PREMIUM membership?

      You require a steady band width of at least 1 Mbit/s in order to optimally use the free service. In order to use the lowest quality provided you need a band width of at least 0,5 Mbit/s.

      In order to enjoy HD videos in the best quality possible as a LAOLA1 PREMIUM member you need a band width of 3 Mbit/s or more.

      You can check your Internet connection by going to www.speedtest.net.Please be aware that your band width can vary, and that this test only shows the connection at that moment in time.

      Please take into consideration that the same requirements apply for mobile devices as well (e.g smartphones and tablets), and that connection speed and quality can vary immensely when not using a wi-fi network.

    • What are the minimum requirements my computer has to meet in order to enjoy content as a LAOLA1 PREMIUM member?

      We recommend the following minimum requirements:

      • Screen resolution of 1024x768 or higher.
      • 1024 MB RAM
      • Internet browser - see section “which web browsers are supported?”
      • Windows XP (or newer) or Macintosh OS X v.10.1 (or newer)
      • Battery usage should be set to the highest possible perfomance.
  • Invoice and Payment

    • How much does the LAOLA1 PREMIUM membership cost?

      The LAOLA1 PREMIUM membership costs €4.99 per month and is also paid for monthly. The membership will be extended for a further month unless it is actively cancelled before the membership period expires.

      No long term commitments – The LAOLA1 PREMIUM membership can be cancelled at any time.

      If you have completed a subscription for a membership at a reduced fee (e.g trial PREMIUM membership), then please be aware that this price is only for the period stated. If you do not cancel your membership before the trial period expires then your PREMIUM membership will automatically be extended for a further month and you will be charged the full price.

      You can complete your LAOLA1 PREMIUM membership here: www.laola1.tv/premium

      The LAOLA1 apps are available to download for free.
    • How can I pay for my LAOLA1 PREMIUM membership?

      You can pay for your LAOLA1 PREMIUM membership using the following payment methods:

      Online: Credit card (VISA/Mastercard) or via direct debit (Sofort-Überweisung)
      iTunes: Through the LAOLA1.tv iPhone or iPad Apps
      Google Wallet: Through the Android Phone and Android Tablet Apps
      Amazon: Through the LAOLA1.tv Amazon Apps

      Payment via invoice is not possible.

      It is not possible to buy a LAOLA1 PREMIUM membership for someone else as a present.

      You will be charged for the next month’s subscription on the last day of your current PREMIUM membership.

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? Or at www.laola1.tv/premium

    • Does my LAOLA1 PREMIUM membership renew automatically?

      Yes, the LAOLA1 PREMIUM membership will renew itself automatically at the end of every month, but can be cancelled at any time thanks to our no commitment policy.

      More information about the LAOLA1 PREMIUM membership can be found under the topic „What is LAOLA1 PREMIUM“? Or at www.laola1.tv/premium

      You can complete your LAOLA1 PREMIUM membership here: www.laola1.tv/premium

      Terms of Payment:

      Before completing the payment you will be able to see all of the product features and the price including taxes. At this stage you can review all information given and make necessary corrections. Only after this can you go to the next step and bindingly complete your payment.

      By completing your PREMIUM membership you accept the communicated prices for the services stated. You will be charged for the next month’s subscription on the last day of your current monthly membership, and the transaction will be completed via the payment method selected. The transaction may take place after the date specified, depending on the payment method chosen.

      You can complete your PREMIUM Membership payment online via credit card (Visa/Mastercard) or direct debit (using SOFORT Bank AG). Payment can also be completed directly on the LAOLA1.tv iPhone and iPad Apps via iTunes. Users of the Android phone and tablet Apps can complete the payment using the Google payment service Google Wallet.

      IMPORTANT: By choosing to pay for your PREMIUM membership via "SOFORT Überweisung" you agree that this payment method will be converted into an automatic direct debit from the 2nd month onwards. This will be dealt with by the Bank of Tyrol and Vorarlberg AG (BTV).This means that the monthly fee will be automatically withdrawn from your account via direct debit.

      If you have completed a subscription for a membership at a reduced fee (e.g trial PREMIUM membership), then please be aware that this price is only for the period stated. If you do not cancel your membership before the trial period expires then your PREMIUM membership will automatically be extended for a further month and you will be charged the full price.

    • Duration and cancellation of my LAOLA1 PREMIUM membership?

      Your PREMIUM membership has a duration of one month and will be extended for a further month if it is not actively cancelled.

      Cancellation via credit card or direct debit payment:

      The LAOLA1 PREMIUM membership can be cancelled at any time before the end of the final day of your current membership (23:59 CET) and the automatic extension of your membership.

      For example:
      If you complete your LAOLA1 PREMIUM membership on the 11th of October CET, then you will have until 23:59 CET on the 10th of November to cancel your account.

      Cancellation via payment on iTunes, Google Wallet and Amazon:

      If you have completed your PREMUM membership payment via iTunes, Google Wallet or Amazon then you must also cancel your PREMIUM membership through these as well. Please be aware that the cancellation period may vary depending on the terms and conditions of iTunes, Google Play and Amazon.

    • How will I receive the invoice for my LAOLA1 PREMIUM membership?

      If you have made your payment for the LAOLA1 PREMIUM membership via direct debit or credit card then the monthly fee will be seen in your account. A separate invoice will not be sent. Upon purchase however you will receive an order confirmation email with all of the relevant information.

      Users who have purchased the PREMIUM membership through iTunes will receive a monthly invoice. If you have any questions or would like a copy of this invoice then please contact the iTunes support team at http://www.apple.com/support

      You can view your receipt of payment at any time in you iTunes account details.

      Users who have purchased the PREMIUM membership though Google Wallet will receive a monthly invoice. If you have any questions or would like a copy of this invoice then please contact the Google Wallet online service team at https://support.google.com/wallet/online?hl=en.

      You can view your receipt of payment in your Google Wallet account under “transactions”.

      Users who have purchased the PREMIUM membership though Amazon will receive a monthly invoice. If you have any questions or would like a copy of this invoice then please contact the Amazon online service team at https://www.amazon.com/gp/help/customer/contact-us.

      You can view your receipt of payment in your Amazon account under “Your Orders”.

    • Where can I change the payment method for my LAOLA1 PREMIUM membership?

      If you wish to change your payment method, please contact our customer service team at www.laola1.tv/support