The stream froze—am I still being charged?
Whether you are still being charged during a frozen stream depends on what caused the freeze. Here is how VPORT handles billing in each scenario and what you can do to get back to watching.
If the Freeze Is on VPORT’s Side
When a stream freezes due to a VPORT server issue, billing pauses automatically. The platform detects server-side interruptions and stops charging your wallet for the duration of the outage. Once the issue is resolved and playback resumes, billing starts again.
If the Freeze Is on Your Side
If the freeze was caused by your internet connection dropping or slowing down, billing continues for the time you already watched up to the point of the freeze. VPORT cannot distinguish between a user who paused intentionally and one experiencing local network issues, so charges for delivered content remain in effect.
How to Fix a Frozen Stream
Try these steps to get playback going again:
- Pause and resume the stream, or close the event and reopen it
- Check your connection speed at fast.com — you need at least 50 Mbps for spatial content
- If your speed is low, try switching to a stronger network or moving closer to your router
Requesting a Credit
If the freeze lasted more than 30 seconds and you believe it was caused by a platform-side issue, submit a support ticket at thevport.com/support. Include the following details:
- Event name — what you were watching
- Approximate time — when the freeze occurred
- Transaction ID — found at thevport.com/wallet under Transactions
The support team will investigate and process credits for verified platform-side issues, typically within 48 hours.
Still need help? Submit a ticket here.