You might receive email/phone/live chat requesting to have a refund

In order to continue you will need to gather information and decide according to MLB policy

MLB Subscribers have 7 days of free Trial, after that, fans will not be eligible to have a refund.

If Users suscribe though Prime, T-mobile,cable tv providers, 3rd party vendors, etc PLEASE, let them know this needs to be done thought them, UNLESS they have purchased the suscription directly on MLB TV app/site.

If needed, told fans this information is avaible on their correspondent provider purchase policy.

Only military and student. Also if a player of MLB or family member calls. Create a case and escalate to your TL

Request the next information

Fan Name:

Phone Number

Email

For which MLB teams family is playing for:

Receive a call from FAN and told to us that he was bill twice the suscription ( MLB+ MiLB) 

Reason: User might paid in the past the MiLB suscription apart/separate way

Solution: It can be Refund from Broadleaf / Use billing Template 

1. Go to Broadeaf app

2. Search Customer 

3. Select Order > Click on Processes >Cancel Suscription  

4. Once again click on >Click on Processes >Refund

5. System will ask reason, type in your notes of customer/situation

Be sure to capture all user inf

Info site > MLB.TV | Accounts | What should I do if I forget my password? | MLB.com 

Walkthrough Fans to perform PW by themselves! we do not have the rights to perform this actions for them we can kindly ask for email and perform the next 

1.- Told user to go to the site https://www.mlb.com/forgot-password   or ask fan for email and type in password on the site https://www.mlb.com/forgot-password 

2.-Type in current email associated with MLB Account

3.-Told Fan to wait until Email Arrives, sometimes may take a couple of min. 

4.-Told user to type new password at least 8 characters, 1 capital letter, 1 number

5.-When done, make a test over TV, Cellphone, computer

6.-Topic Resolved

Name:

Email:

Contact Phone:

Reason For Call:

MLB App Version:

Device & OS Version:

Exact Error Message: Unable to sign in, please try again

Game & Feed Attempting To Watch:

Live Or Archived:

Steps To Resolve:

1.-Told user to go to the site      mlb.com/forgot-password

2.-Type in current email associated with MLB Account

3.-Fan is now able to sign in , User thanks for our help

Was It Resolved Y/N (If no, why?) yes 

Receive a call from FAN and told he/she doesn't remember which email he use to sign in

Solution: Ask user if he is signed in other Devices if so, 

1.- Go to settings on top Right/LEFT Corner ( on mlb app iOS / Android)

2.-on the first sentence it will displayed the email account

if Fan still doesn't know, told him to perform a password reset and type in the account he might think is it https://www.mlb.com/forgot-password 

Solution: Told user to clear browser data and cache, after that, try to sign in once again with last know password.

if it still doesnt work, perform a password reset https://www.mlb.com/forgot-password 

How to cancel MLB TV online

*********FOR REFOUND PLEASE INSPECT TOPIC BELOW***********

1. Log in to mlb.com

2. Click on your profile icon in the top right corner

3. Select Manage Subscriptions

4. Select Current subscriptions (jump to the below instructions if you get the "We are not able to connect to the subscription service" warning

5. )Write in a reason for your cancelation 

6. Select 2023 MLB.TV Yearly Subscription

7. Click the link to cancel MLB.TV

8. Write in a reason for your cancelation 

9. Click Submit Cancel

How to cancel MLB TV via Amazon

You may have signed up for MLB TV via Apple, Amazon or any number of other methods. 

Here's how to cancel via Amazon:

1. Sign into Amazon.com, open this page

2. (opens in new tab)

3.  and click Prime Video Channels under Memberships and subscriptions.

4. Next to MLB TV click Cancel Channel. 

How to cancel MLB TV via Apple * 2 options

Option 1

1. In the Settings app, tap your Profile section at the top of the screen.

2. Click Subscriptions.

3. Tap MLB TV.

4. Tap Cancel.

5. Tap Confirm.

6. You've canceled MLB TV from Apple!

Option 2

Apple handles all billing related aspects of your purchase. MLB.com does not have access to Apple account or transactions.

Please follow these steps to request a refund from Apple:

1. Go to https://reportaproblem.apple.com/

2. Scroll to find your purchase.

3. Press the Report a Problem button.

5. On the Choose Problem menu, select "Didn't Mean To Purchase This Item"

6. In the Describe this Problem box, write your reason for requesting a refund

7. Press Submit.

Apple should respond to your request within a few days. 

How to obtain refund ?

You will need to Told Fan this topic is not in our Scope, we do not have the tools, nevertheless we can help them to escalate this topic with New York team that is in charge for this specific Topics and they will received an email reply from 2nd level support.

Fan complains

As a matter of fact, the automatic subscription re-newal is being displayed when Fan sign in, usually they dont read but this is a Policy MLB site shows when sign in up, please let Fans know its on their side by not canceling on propper time.

Apple handles all billing related aspects of your purchase. MLB.com does not have access to Apple account or transactions.

Please follow these steps to request a refund from Apple:

1. Go to https://reportaproblem.apple.com/

2. Scroll to find your purchase.

3. Press the Report a Problem button.

5. On the Choose Problem menu, select "Didn't Mean To Purchase This Item"

6. In the Describe this Problem box, write your reason for requesting a refund

7. Press Submit.

Apple should respond to your request within a few days. 

If a Fan is requesting to cancel Subscription and belongs to T-mobile Cellphone Plan, can refund until Monday, April 3,2023

*consult topic for cancel account below for further assitance

Be sure that Fan has an MLB Account Created in order to redeem, after that, user will be able to redeem code.

How do I redeem MLB.TV on tmobile?

• Login into T-Mobile Tuesday app using phone number.

• Claim MLB TV offer.

• Sign into MLB account (or make one)

• Enjoy free baseball.

• FYI : For this year 2023, T-mobile subscription only work on Cellphone Devices and Maybe Tablets, not on TV's of any make-model, computer, etc neither to mirror/cast from cellphone to TV.

Do I need an MLB account to use the MLB Ballpark app?

Yes. When you download the MLB Ballpark app, you will need to create or log in with an MLB account. An MLB account is free and easy to create directly from the MLB Ballpark app or any nationals.com webpage from the top navigation bar.

How do I access tickets I purchased?

To view your tickets:

1. Open the MLB Ballpark app on your phone

2. Log in to an existing MLB account or create a new account with the same email address used to buy your tickets

3. You may need to verify your email address if this is your first time accessing your tickets in the MLB Ballpark app. You can verify your email address by tapping the Profile icon gear from the top left hand corner of the Home tab, tapping on My MLB Account Emails, where you can have a verification email sent to the email address you used to purchase your tickets.

4. A verification email will be sent to the email address requested. Tap on the link in the email to allow access to your tickets in Ballpark

That's it! All of your tickets will be available in the Tickets tab’s Wallet or on the Home tab on the day of the game!

What if I don't receive the confirmation email or my Team XXXX  tickets are not found?

Make sure you entered your email address correctly and it is the email address that you used to purchase your Nationals tickets. If you still do not see your tickets in the Tickets tab’s Wallet, or your account number is not located on the My Ticket Accounts page in the MLB Ballpark app, please contact to their correspondient local Team Box Office  (example Washington Nationals > ticketinfo@nationals.com or 202.675.6287 (NATS).

What if I cannot find tickets I purchased or tickets that were forwarded to me?

First confirm that the tickets were purchased with an email address that is verified on the My MLB Account Emails page which is accessible by tapping the Profile icon in the top left hand corner of the Home Tab and then tapping My MLB Account Emails.

Next, confirm that a Nationals ticket account is displaying on the My Ticket Accounts page. If there is not a Nationals ticket account listed, and you’re certain that the email address you have verified in MLB Account is correct then please contact the box office of your team where you purchase the ticket.

Can I still print my TEAM XXXXXX tickets at home?

No, to improve security and reduce the risk of ticket fraud, print-at-home tickets in any form are no longer accepted for entry at Nationals Park.

Why is my ticket barcode not showing in the MLB Ballpark app?

There are several reasons why your barcode may not be available including that the ticket has been forwarded, the ticket had been forwarded to you and has since been canceled or recalled, or you are a group or premier buyer and the ticket status has changed. For mailed tickets, the ticket barcode will not appear until those tickets have been printed and mailed to you.

For further assistance, contact TEAMS BOX OFFICE 

Please review this topic       ✅[Updated] MLB Ballpark app not working (down), white screen / black (blank) screen, loading problems (2023) (99images.com) 

No solution found yet 

told fan to change password on MLB.com, 

told fan to erase app and re download

This can be Done through MLB BALL PARK APP

Told FAN to have the app downloaded 

told to have MLB account and remember email 

walkthroug user though the next url 

PowerPoint Presentation (mlb.com) 

This is a very common request, ask user when does he/she bought tickets, if it was recent, this may take from 12-24hrs to reflect on system, after that, tickets will appear in MLB ball Park app 

-advise fan to have App up to date

-ask fan if he/she received the confirmation email from Ball park in order to use it

Ask fan if he/she received confirmation email of purchasing tickets 

Ticketing Support

For all inquiries regarding ticketing accounts, inventory, linking or ticket presentation, please contact the Club Box Office for immediate assistance.

If you have any questions about the MLB Ballpark app’s digital ticketing, please review the Club-specific "FAQ" located at the bottom of the "Ticket Dashboard" from the team's "Tickets" tab. This FAQ will explain the program as well as provide Club-specific support information.

If you have any questions about the "My Tickets Mobile" portal, please contact the Club Box Office for immediate assistance or follow the instructions presented in the error message.

For inquiries involving Apple Pay transactions, please contact the Club Box Office for assistance.

Fans Might call requestingssitance for Tickets like Canceling, changing schedules, refund,etc

please route Fans to contacts their Correspondient Box Office Team and/or the next url site https://mlb.tickets.com/ 

Fan Adquired Ticker for his/her favorite team and is requesting to change the schedule 

Solution : MLB CSR can't perform this action, nevertheless the Teams Box Office is responsible for these actions, therefore, please FAN to the proper Teams Box Office 

e,j, Fan is requesting to change his Schedule tickets of L.A Dodgers >>>>> L.A DODGERS Box Office Box Office: 866-DODGERS X8  

site example: Contact Us | Los Angeles Dodgers (mlb.com) 

FAN Explanation : " Thank you for waiting XXXXX, in order to proceed with your request, please contact your teams Box Office for this kind of matter,tehy are the responsibles for ticketing request/issue"

You will receive calls from fans who purchase MLB Suscription through Amazon and wish to watch MLB games Outside Amazon app

IF SO, please route them to the next URL so they can  Officially  Link their Accounts to MLB - Amazon

1.- Go to the site https://www.mlb.com/live-stream-games/third-party

2.- Select GET STARTED on the 2nd option, the column that Says Amazon Prime

3.- Have Fan to type in Amazon Credentials 

4.-Ready, fan is now able to stream MLB games outside Amazon APP

How do I link my MLB subscription? (remodelormove.com) 

Fan call requesting he/she can't steam his favorite team and/or any game on TV, Cellphone, Computer, etc

Please follow this steps and ask the Fan the next:

I.-Confirm user is not a TMOBILE User

 If yes, the will only be allowed to watch games over cellphone, this is a new Policy statement placed on 2023.therefore they wont be able to steam on TV, Computer,tablet, etc.

II.-Confirm user has Active Suscription on MLB (Broadleaf)

Confirm that user has Active Account on Broadleaf > search for user > under Entitlements and order confirm that user has 2023 account, if no, told user con update Billing Information / Credit Card Information and it will fix the problem.

III.-Confirm User Email is working and able to sign in otherwise make a pw reset

IV.-Told User to Power Cycle TV or just Unplugged Power Cable 

For Roku

To restart your Roku without unplugging it, press the Home button on your remote. Then go to Settings > System > System Restart. Finally, select Restart and wait for your Roku device to turn off and on again. 

For Apple TV

Press and hold both the Back  (Siri Remote 2nd generation or later) or  (Siri Remote 1st generation) and TV  buttons on the Siri Remote until the Apple TV status light blinks rapidly.

Disconnect Apple TV from the power outlet, wait five seconds, then reconnect it.

Open Settings  on Apple TV, go to System and select Restart.

Fan call requesting why he's blackout from his/her favorite team, user is using  XXXX Device (Roku, Samsing, Apple TV,,etc)

first step: Gather all information from Fan

1.- Verify Zip code > go the site of MLB https://www.mlb.com/live-stream-games/subscribe?&affiliateId=mlbMENUtv 

2.- if FAN is not Blackout from team, proceed to troubleshoot

Troubleshoot Stepswith Probing Questions:

Able to watch it in the past? (Yes/No)

Ensure Fan is not using any VPN / Proxy Server (Yes/No)

Able to Watch it on other Devices? TV, Tablet, computer, cellphone (Yes / No)

Trying to Stream at HOme or diferent Location ?

Ask Fan if he/she is at Home or Away

****IF AWAY****

Sometimes when being on a Hotel, Restaurant, using Public Wifi, the companies use Proxy Servers that may blackout games, videos, etc

On a Family House, Friend, etc >>> Their ISP provider might be blackoout the IP from the game current Market

****IF HOME****

If HOME>>>Make a test through cellphone (Disable wifi  OFF >turn on cellphone data ON> go to mlb app > select game > if user is able to watch game that means his/her ISP is providing an IP near the location team market. they will need to contact their ISP.

IF YES 

Answer for Customer " OK XXXXXXX, As we previously confirmed right now, the game can be properly streamed over cellphone data inside MLB APP, the reason why you cannot Stream the game in your TV via Wifi is by your ISP we strongly recommend to contact your ISP provider and let them know this matter to kindly request to refresh/renew your IP address to have a different location and therefore, you will watch your teams games properly due the reason Internet problems outside MLB TV is not currently being handle by us.

Explanation for Fan   (it can be used to tell him/her by phone and/or email)

Dear Fan,

Blackout Happen with Local Rights being purchased by Local Network E.J ESPN, FOX SPORTS, NBC, therefore is out of scope from MLB TV this kind of topics due legal agreement.

By the other way, and the most probable thing is that your current TV/Cabe operator/ ISP routes your actual IP to a nearby location for the game, we strongly recommend to contact your ISP provider and let them know this matter to kindly request to refresh/renew your IP address to have a different location and therefore, watch your games properly due the reason Internet problems outside MLB TV is not currently being handle by us.

Being told this, please contact your ISP provider due the service routing to the proper market of a team, they will if you proceed to contact them as a right you deserve as customer.

Thanks for understanding.

Kind Regards

MLB SUPPORT 

IF NO 

Please gather the information and fill out template 

There might be different reasons(explanation) 

1. it can be the exclusivity of a TV/cable broadcast.

2. it can be your ISP that route your IP to other location (in this clase, closer to the broadcast game).

those rules are part of the contracts they sign with television distributors. In most cases, The blackout results when a sports league prohibits an event from being televised locally if the event did not sell out all its tickets. 

Being told this, it is totally out of scope from our side, please contact your ISP provider due the service routing to the proper market of a team they wih to follow even through they do not reside 

Template

Name:

Email:

Contact Phone:

Reason For Call:  Wish to Watch his Favorite Team on tv/ streaming.

Exact Error Message Received, If Any: "This video is not currently available due to local or national blackout restrictions."

Game Fan Is Attempting To Watch:  

Live Or Archived:      LIVE

Home Or Away Feed:     HOME 

Fan's IP Address (iplocation.net):    

VPN Or Proxy Used ?: none of above 

Fan Traveling ?: 

Steps To Resolve:

-Verify to stream game in other devices (Y/N)

-Verify zipcode (Y/N)

-Power Cycle the modem/router of his/her home(Y/N)

-Power Cycle TV (Y/N)

-Sign out and sign in from MLB app (Y/N)

-Connected to any VPN  (Y/N)

-Disable WIFI and stream game on cellphone with cellphone data (Y/N) 

-Explain user it can be the exclusivity of a TV/cable broadcast. or ISP that route IP to other location (in this clase, closer to the broadcast game).

-Told FAN to Power Cycle the modem/router of his/her home

-Told user to disable any VPN if connected

-Told user to Power Cycle Modem/Router of his/her home and it will generate a new IP and that might solve issue

-Told user to Contact ISP   and explain to route his IP to the proper Marketing to follow his/her favorite game 

Was It Resolved Y/N (If no, why?) YES 

Please review calendar 2023 MLB.TV U.S. and International Blackout Schedule | MLB.TV | MLB.com 

YouTube TV will not be streaming MLB Network in 2023. Google’s YouTube TV and Major League Baseball failed to agree to a renewed deal for MLB Network before its expiry on Jan. 31 this year.

The channel will, therefore, not be available for streaming on YouTube anymore. 

You might receive a call from fan requesting help, unable to watch MiLB games on computer, cellphone, etc even though they got an MLB active Account, Video wont Load, keeps spinning ,etc .

i. Alternative 1  : try this URL FOR FAN   https://www.mlb.com/commerce/redeem/milbtv 

ii.Alternative 2

A. You should have received an activation link in an email when you purchased the subscription. Please click the link in that email and it will prompt you to create an account for MiLB.TV. If you're unable to locate the email or are having problems, please email our customer service team at customerservice@website.milb.com or call or 866-644-2687, and they can help set you up.

TROUBLESHOOT - there's a chance of fixing this by our side.

1-Told Fan to ERASE APP from cellphone

2-Re-Download

3,. When entering app, at bottom, there is an option that says " already a member / restore purchase"

iF IT WORKs>>>>> Topic can be close

IF IT DOES NOT WORK>>>> Route Fan to call MilLB customer Service  to Link his account 866-644-2687 or customerservice@website.milb.com

*Use Milb Firt pitch app

Name:

Email:

Contact Phone:

Reason For Call: Unable to stream/watch Live games on Milb

First Pitch App Version:

Device & OS Version: Happens on computer, tv,cellphone

Exact Error Message: When Clicking on live game, just spin, wont load

Game & Feed Attempting To Watch:

Live Or Archived: Live

Steps To Resolve:

-Account is Active on Broadleaf

-Account is working OK

-According to source resolution  https://www.milb.com/live-stream-games/faqs#5 

fan didnt received any confirmation email to link MLB account with Milb, therefore, routing topic to Milb team to assist

-866-644-2687 or customerservice@website.milb.com 

Topic source resolution : https://www.milb.com/live-stream-games/faqs#5 

MLB.TV is included with Extra Innings through my pay TV provider. How do I link my accounts and access MLB.TV? 

Requirements:

• You must have a subscription with a participating pay TV provider offering MLB.TV access as part of Extra Innings. To verify, please click  and/or go to the link https://secure.mlb.com/tv/activate/

• You must link your Extra Innings subscription on our website using the same email address associated with your MLB.com account.

• A different MLB.com email address** may not** already be linked to your pay TV Provider credentials.

• If your email has previously been registered to MLB.com you do not need to register that email address again. Just link your existing mlb.com account to your pay TV provider credentials

If you purchased MLB.TV through your pay TV provider, please follow the steps below to activate MLB.TV:

1. Click here to select your pay TV provider.

2. Login using your pay TV provider credentials. If you are unsure of your provider credentials, please contact your pay TV provider.

3. Link your pay TV provider credentials with a new or existing MLB.com account.

4. Login using your MLB.com credentials.

Not all pay TV providers offer Extra Innings with MLB.TV. The pay TV providers listed on our Extra Innings Activation Page are the only ones participating. This page has the most updated listing at all times.

If you do not see your pay TV provider listed on the activation page, you are not eligible to activate MLB.TV as part of your Extra Innings package with your pay TV provider.