FAQ's CONTACT PRIVACY AND TERMS

FREQUENTLY ASKED QUESTIONS

What is the 7TENNIS app?What content is available on the app?How can I get 7TENNIS?What do I get if I upgrade to Premium?Do I need to set up an account to use the 7Tennis app or website?How can I get an account?How long will I have access to 7TENNIS?Why is the Hopman Cup not streaming in HD?
What can I access for free*?What can I access with a premium upgrade?How can I upgrade to a Premium account?If I have been granted a Premium Code, how can I get access to my premium account?Is my Premium account transferable?I had access to a Premium account, but I am unable to use premium features anymore. What can I do?What is your refund policy?Will I see ads when viewing content as a premium user?Why am I still seeing display ads after upgrading to Premium?Why am I still seeing video ads when I start watching video after upgrading to Premium?
What do I do if I forget my 7TENNIS password?Is the streaming on 7TENNIS apps unmetered?How are you helping me monitor my data usage when I have streams open?Is it possible to rewind live streams?Can I download content to my mobile device?Can I receive notifications of upcoming matches and news?Will subtitles be available on the 7TENNIS?Will 7TENNIS be available in different languages?Why is commentary missing from some of the streams?What can I find in the highlights section?What are the orange coloured numbers following player names?
The video/audio quality on the 7TENNIS app is not optimal, what can I do about this?Why is my video constantly buffering (starting/stopping)?Why is the stream on my device delayed when compared to my TV?Is it possible to rewind live streams?If I am on the Gold Coast, which broadcast coverage will I see?Is Seven's Tennis coverage broadcast in HD?Why do we need your postcode?Why is the Hopman Cup not streaming in HD?
What are the minimum requirements to access the 7TENNIS app?Can I watch the 7TENNIS app on my TV?Is 7TENNIS app available on PlayStation or Xbox?What devices support the 7TENNIS app?On how many devices can I watch 7TENNIS?What are the other ways to watch Channel SevenWhy am I not able to watch 7TENNIS in my area?How much data will be used when streaming?
What are the Terms of Use of the 7TENNIS app?What personal details do you collect?Why do you need my email address?What are you collecting my personal details for and who will you disclose them to?What is your Privacy Policy ?
What is the 7TENNIS app?
7TENNIS gives viewers more tennis than ever before. Via the app or website viewers can follow the entire Summer of 7TENNIS, including the Australian Open and pre-tournaments: the Hopman Cup, Brisbane International, APIA International Sydney, FAST4 and the Kooyong Classic. 7TENNIS will also stream content from the Davis Cup, Fed Cup and Wimbledon. It's the must-have app for tennis fans.
What content is available on the app?
You will have access to all of Seven's live coverage of the Summer of 7TENNIS on channels 7, 7TWO and 7mate; plus non-broadcast action streamed from additional courts (up to 16 additional courts for the Australian Open and 3 courts for the Brisbane and Sydney tournaments), curated video highlights and streaming to smart TVs with Airplay (Casting varies by device see Availability FAQs).  

You can also access selected full match replays, enjoy less commercial content, and stream in brilliant HD (with the exception of the Hopman Cup) by upgrading to the Premium version of the app for $9.99*

*Data charges apply
How can I get 7TENNIS?

You can download 7TENNIS Android or iOS app for free* from Google Play and Apple Store. TVOS is also available.  

The product is also available on the web at 7tennis.com.au and through smart TVs with TelstraTV, FetchTV and AppleTV.

*Data Charges apply

What do I get if I upgrade to Premium?

You can upgrade to 7TENNIS Premium for $9.99 to access selected full match replays, get over 600 matches live streamed in brilliant HD (with the exception of the Hopman Cup) and less commercial content so you can get to the action faster. 

Interested in getting Premium? Purchase in the app or go to* 7Tennis.com.au/premium/get  

*Please note this site is live from 29th December

Do I need to set up an account to use the 7Tennis app or website?
No, you do not need to set up an account to view the content on our website or free app, if you are in the app you can choose to "skip" the sign in process. 

However if you want to upgrade to a Premium account you must have a 7TENNIS account. 
You can sign-up either via an email address or by entering your Facebook/Google credentials in the app or website at: 7Tennis.com.au/premium/get
How can I get an account?
You can sign-up either via an email address or by entering your Facebook/Google credentials in the app or website. At the end of the sign-up process you will be asked if you would like to upgrade to premium. 

In the app: by continuing with Facebook, Google or email you will be able to set up a 7TENNIS account. 

On the website: click on either the Get Premium or Sign in Button.

Select the New Account tab and follow the prompts to complete the process.
How long will I have access to 7TENNIS?
7TENNIS app will launch for the Summer of 7TENNIS and Premium features will be available from 1st January until 1st February 2017*.  

*Seven West Media reserves the right to extend this availability period to a later date.
Why is the Hopman Cup not streaming in HD?
In 2017, for the first time ever, the Hopman Cup live matches will be broadcast on Seven.

This year, streaming will not be available in HD for this tournament only, however broadcast channels will be transmitted as SD/HD depending on your state or location.
What can I access for free*?
Live streams of Seven's broadcast channels 7, 7TWO, 7mate, 7Flix and Racing.com, plus non-broadcast live streams from additional courts (3 courts in the Brisbane and Sydney tournaments and up to 16 courts for the Australian Open) in SD, curated video highlights and streaming capability to smart TVs with Airplay (varies by device) all for free*.

*Data charges apply.
What can I access with a premium upgrade?
7TENNIS Premium gives you selected full match replays and matches streamed in brilliant HD (note Hopman Cup and Kooyong Classic are not available in HD). As a Premium user you will see less commercial content so you can get to the action faster.

Android customers can also chromecast to their big screen TV.
How can I upgrade to a Premium account?
There are two ways to upgrade to Premium: 

In-app: you can upgrade easily in the app by - 
1. Signing in to iTunes Store
2. Touch ID
3. Android password - password confirmation enables you to use your Google Play account to purchase the 7TENNIS app. You can also add a new credit/debit card or Paypal in-app to upgrade. 
-You will always be asked to confirm your in-app purchase. 

By web: you upgrade using either - 
1. Paypal
2. MasterCard or Visa card payment 

*Please note data charges apply. 
*Unfortunately we do not support Premium access on Fetch, Apple and Telstra TV box sets.
If I have been granted a Premium Code, how can I get access to my premium account?
If you have a Premium code, please go to our website at: 7tennis.com.au/premium/get, select "I have a premium code" and register your details. Once registered, please follow the prompts to enter the unique code to gain access to your 7TENNIS Premium account.
Is my Premium account transferable?
No, unfortunately you cannot transfer your Premium account to a different user. If you are having trouble accessing your account please get in touch with our friendly customer support team at: support.7tennis.com.au/contact
I had access to a Premium account, but I am unable to use premium features anymore. What can I do?
Please get in touch with our friendly customer support team with any queries or issues you may have at: 7tennis.com.au/support/contact
What is your refund policy?
In circumstances where there is a major failure with the Premium Service or where the Premium Service fails to be of acceptable quality, customers may be eligible for a refund and can request one via the online form found at our support page. You must have purchase invoice handy and submit the reason for your request.
We will use best endeavours to respond within 24 hours.

Your claim will be assessed, and if your claim is eligible, we will process a refund to your credit card or PayPal account within 10 business days, subject to any delays caused by your credit card provider or PayPal.

We do not provide refunds for change of mind or where technical issues occur that are beyond our reasonable control, such as issues with your device, unsuitability of your device or broadband plan, or network congestion.

For further support, please contact our friendly Customer Support Centre here 7tennis.com.au/support/contact and make sure that you have your purchase invoice handy if you would like to discuss a refund.
Will I see ads when viewing content as a premium user?
Yes, there will still be broadcast and digital advertising served within streams, but as a premium user you will see less commercial content as there are no digital ads at the start of each stream and only advertising from our broadcast partners within a stream. 

*Please refer to the Terms and Conditions for further information.
Why am I still seeing display ads after upgrading to Premium?
If you have upgraded to Premium and are still seeing display ads within the app, scroll to the top of the ‘Live’ screen and pull down to refresh the page.

If you have upgraded to Premium, please ensure you are signed in on every device you are using. If you are still seeing ads please contact us.
Why am I still seeing video ads when I start watching video after upgrading to Premium?
If you have upgraded to Premium and are still seeing ads when you start watching video, please ensure you are signed in on every device you are using. 

If you are still seeing ads please contact us
What do I do if I forget my 7TENNIS password?
If you forget your password, please contact our friendly support team to request a password reset at support.7Tennis.com.au/contact
Is the streaming on 7TENNIS apps unmetered?
No, the streaming is metered and you will incur data charges as per your mobile/home internet plan. 7TENNIS apps use adaptive bitrate streaming that automatically adjusts the quality of the video based on the quality of your internet connection.
How are you helping me monitor my data usage when I have streams open?
There are two ways to help limit data usage in the 7TENNIS app.    
Option 1- In settings you can opt to turn off cellular streaming when Wifi is not available.
Premium users who have access to HD streams can also opt to turn off HD cellular streaming when Wifi is not available in the app settings.

Option 2 - We will ask you if you are still watching after your device has been left unattended for 15 minutes*. If you do not respond within the 10 second countdown the video stream will be stopped automatically.   
*You can set how regularly you are given this prompt in the settings section of the app:

Is it possible to rewind live streams?
No, you are unable to rewind live streams in 7TENNIS, however you can view short-form Video on Demand (VoD) highlights for free and watch full match replays with a 7TENNIS Premium account.
Can I download content to my mobile device?
No, this is a streaming service so download is not available. Alternatively we will offer short-form Video on Demand (VoD) highlights for free and full match replays with a 7TENNIS Premium account.
Can I receive notifications of upcoming matches and news?
Yes, you can choose to receive Push Notifications from Channel Seven reminding you of upcoming action and news. You can select this feature during the sign-up process or in settings.
Will subtitles be available on the 7TENNIS?
Sorry, subtitles and closed captions will not be available on the app or website.
Will 7TENNIS be available in different languages?
7TENNIS will be available in English.
Why is commentary missing from some of the streams?
All matches shown on Seven's broadcast streams will have commentary. Unfortunately a small number of matches broadcast through live court streams managed by Tennis Australia will have no commentary.
What can I find in the highlights section?
The highlights section brings you exclusive curated videos of the Tennis including the best moments of the day's action, coverage and player profiles.
What are the orange coloured numbers following player names?
These are the players' seed numbers for the tournament. The player rankings are available in the player profile section of the 7TENNIS app.
The video/audio quality on the 7TENNIS app is not optimal, what can I do about this?
The app uses adaptive streaming technology to automatically adjust the quality of your streaming to suit your internet speed. For an optimal streaming experience we recommend a minimum internet data speed of at least 3Mbps or above. 

To check the speed of your internet, please visit speedtest.net. This site allows you to see your download and upload speeds; the higher the number, the better the speed. If the issues are consistent, it may be worth contacting your internet service provider. Below are the Internet download speed recommendations per stream: 
 
0.8 Megabits per second - Minimum required broadband connection speed
3.0 Megabits per second - Recommended for SD quality 

If you continue to experience technical issues, please contact our friendly Customer Support centre via email, they will be happy to answer queries and help you resolve any issues at support.7tennis.com.au/contact.
Why is my video constantly buffering (starting/stopping)?
The app uses adaptive streaming technology to automatically adjust the quality of your streaming to suit your internet speed and the capability of your device. For an optimal streaming experience we recommend a minimum internet data speed of at least 3Mbps or above. To check your internet speed, please visit speedtest.net. This site allows you to see your download and upload speeds; the higher the number, the better the speed. If the issues are consistent, it may be worth contacting your internet service provider. This issue can occur for several reasons. These reasons include:
  • Low bandwidth connection
  • Other users on your network sharing the internet connection
  • Poor internet connection at the time of viewing the video. On occasions internet connections can drop out or are overloaded due to high internet traffic. Speak with your ISP if you notice any ongoing issues.
  • Wireless internet connections can get interrupted resulting in playback issues (speak with your ISP if you notice any ongoing issues).
If you continue to experience technical issues, please contact our friendly Customer Support centre via email, they will be happy to answer queries and help you resolve any issues at support.7Tennis.com.au/contact
Why is the stream on my device delayed when compared to my TV?
Some viewers may experience delays of up to 110 sec behind broadcast when viewed on smartphones, tablets and computers. This is specific to the device you are using and may not always happen. We are working with our provider to improve the stream latency.
Is it possible to rewind live streams?
No, we are sorry but you are unable to rewind live streams in 7TENNIS.
If I am on the Gold Coast, which broadcast coverage will I see?
The Gold Coast will receive broadcast from Brisbane.
Is Seven's Tennis coverage broadcast in HD?
Seven's broadcast channels will be transmitted as SD. If you would like to view live court streams in HD you can upgrade to Premium in the app. You will get over 400 live matches in HD (note Hopman Cup and Kooyong Classic are not available in HD). 
Why do we need your postcode?
7TENNIS uses your location to determine which localised broadcast of 7, 7TWO, 7mate and 7flix is streamed to your device so that the broadcast schedule and content is the same on your Television as it is on your device.
Why is the Hopman Cup not streaming in HD?
In 2017, for the first time ever, the Hopman Cup live matches will be broadcast on Seven. Unfortunately Hopman Cup HD will not be available to live stream in the app, but HD will be available for the other tournaments in the Series when upgrading to 7TENNIS Premium or where broadcast via channel 70 in HD.
What are the minimum requirements to access the 7TENNIS app?
You must be located in Australia and be over the age of 15, or otherwise have a parent's permission to use the service.   

You must be using a supported device and for optimal streaming we recommend a minimum internet data speed of at least 3Mbps or above. Sign-up is voluntary for the free service but to enjoy a premium service you will need an account.
Can I watch the 7TENNIS app on my TV?
The 7TENNIS app is not available on Smart TVs but you can watch 7TENNIS on Fetch TV, Apple TV and Telstra TV Set Top Boxes.  Casting is also available using Airplay on iOS.

 Alternatively you could connect your laptop to your TV using an HDMI cable to get a big screen experience. 
Is 7TENNIS app available on PlayStation or Xbox?
Sorry, 7TENNIS is not available on these gaming consoles. For other options please see our response to the question: What devices support the 7TENNIS app?
What devices support the 7TENNIS app?
7TENNIS app should be available on supported iOs and android devices. Supported mobile devices: 

Android Smart Phone -  Samsung Galaxy SIII , HTC One X , Asus Google Nexus 7, Samsung Galaxy S6 , Samsung Galaxy S6 Edge, Samsung Galaxy S5, Samsung Galaxy Note 5, Samsung Galaxy Note 3 , Samsung Galaxy Note 2, Nexus 5 , LG G3 
Android Tablet -  Asus Google Nexus 7, Samsung Galaxy Note 10.1, Samsung Tab 2, Samsung Galaxy Tab 4, Nexus 10, Samsung Galaxy Tab 3, Sony Xperia Z Tablet, Samsung Galaxy Tab S2, Asus Google Nexus 7 

iOS Smart Phone - iPhone 6 Plus, iPhone 6, iPhone 5S, iPhone 5
iOS Tablet- iPad Mini 3, iPad Mini, iPad Air, iPad 4, iPad 3 TV 

Set Top Boxes - Apple TV, Telstra TV and Fetch TV.   

Web - You can also access 7TENNIS through our website at 7tennis.com.au  from a desktop or your laptop computer*. Supported browsers are Microsoft Edge, Internet Explorer, Chrome, Firefox, Safari, Opera.

On how many devices can I watch 7TENNIS?
There is no limit on the number of devices; however you can stream a maximum of 2 devices simultaneously on the same premium account.
What are the other ways to watch Channel Seven
7TENNIS will give you the most complete coverage of the 'Summer of 7TENNIS' but there are other options to view our broadcast channel coverage:   

On TV - You will be able to watch our Tennis coverage LIVE and FREE on your TV by tuning into 7, 7TWO or 7mate and channel 70 in HD. 

Internet Streaming -
Option 1 - Watch on 7live.com.au or the 7Live app, both contain live streams of 7, 7TWO and 7mate. 
Option 2 - Watch on Plus7. Our coverage on 7, 7Two and 7mate will be available on Plus7. Plus 7 is available as an app on Android, iOS, 4G Apple TV and Telstra TV. Alternatively you could watch on the web at au.tv.yahoo.com/plus7 
Why am I not able to watch 7TENNIS in my area?
Our Tennis coverage is for Australian viewers only. If you reside outside of Australia or have an IP address that is not Australian you will not be able to watch our coverage.
How much data will be used when streaming?
For standard definition streaming it will use approximately 1.5 gig per hour and for high definition approximately 3 gig per hour.*

*Please be aware the amount of data used can also vary based on the quality of the video and your internet connection speed.




What are the Terms of Use of the 7TENNIS app?
The Terms of Use can be viewed at: support.7tennis.com.au/terms
What personal details do you collect?
As part of the sign in process you only need to provide your name and email address. It is optional to share your gender and date of birth details. Alternatively you can also sign in using your Facebook or Google credentials.
Why do you need my email address?
We require your email address so that if you choose to upgrade to a 7TENNIS Premium account we can validate your purchase and send the relevant tax invoice.

In addition to validating a Premium upgrade we also need your email address so that we can contact you to reset your 7TENNIS password in the case that you forget it.
What are you collecting my personal details for and who will you disclose them to?
Please see our privacy statement here: support.7tennis.com.au/privacystatement

What is your Privacy Policy ?
Please see our privacy policy here: support.7tennis.com.au/privacypolicy

What devices support the 7TENNIS app?

7TENNIS app should be available on supported iOs and android devices. Supported mobile devices: 

Android Smart Phone -  Samsung Galaxy SIII , HTC One X , Asus Google Nexus 7, Samsung Galaxy S6 , Samsung Galaxy S6 Edge, Samsung Galaxy S5, Samsung Galaxy Note 5, Samsung Galaxy Note 3 , Samsung Galaxy Note 2, Nexus 5 , LG G3 
Android Tablet -  Asus Google Nexus 7, Samsung Galaxy Note 10.1, Samsung Tab 2, Samsung Galaxy Tab 4, Nexus 10, Samsung Galaxy Tab 3, Sony Xperia Z Tablet, Samsung Galaxy Tab S2, Asus Google Nexus 7 

iOS Smart Phone - iPhone 6 Plus, iPhone 6, iPhone 5S, iPhone 5
iOS Tablet- iPad Mini 3, iPad Mini, iPad Air, iPad 4, iPad 3 TV 

Set Top Boxes - Apple TV, Telstra TV and Fetch TV.   

Web - You can also access 7TENNIS through our website at 7tennis.com.au  from a desktop or your laptop computer*. Supported browsers are Microsoft Edge, Internet Explorer, Chrome, Firefox, Safari, Opera.