Support
Contact us
Section titled “Contact us”Email us with your question or problem. The link opens a new message that asks for your phone model, the app version (in Settings > About) and what happened. Those three answers let us help without a second round of questions.
Questions
Section titled “Questions”Billing
Section titled “Billing”What does the free trial cover?
Each phone gets 60 minutes of streaming or recording with every feature, and no card is needed. Time counts only while the phone streams or records, and streaming and recording at the same time count once. The connection test, the camera preview, replays and clips do not use it. Reinstalling the app does not reset it. The minutes left are on the Subscription row in Settings.
A stream or recording that is running when the trial runs out carries on until you stop it. After that, Go live, Record and creating a stinger ask for a subscription. Everything else keeps working: teams, the schedule, settings, past games, recordings, clips, and using the phone as a remote control.
How do I get my subscription back on a new phone or after reinstalling?
Sign in to the phone with the App Store or Google Play account you subscribed with. In CheerCam, open Settings and tap Restore on the Subscription row. The subscribe page has a Restore purchases button as well.
A subscription bought on an iPhone does not carry over to an Android phone, or the other way round.
How do I cancel, or ask for a refund?
Apple or Google bills the subscription, so cancelling and refunds go through them. While you are subscribed, tapping the Subscription row in Settings opens the store’s page for it. Deleting the app does not cancel the subscription.
- iPhone: cancel a subscription and request a refund on Apple’s support site.
- Android: cancel a subscription and Google Play’s refund policies on Google Play Help.
Is the subscription tied to my YouTube channel?
No. It belongs to the App Store or Google Play account that bought it. You can stream to any YouTube channel or RTMP server with it, and signing out of YouTube does not affect it.
YouTube
Section titled “YouTube”YouTube says my channel is not enabled for live streaming.
A channel has to be enabled for live streaming in YouTube Studio before its first stream. After the first request, YouTube can take up to 24 hours to turn it on. Until then, CheerCam cannot go live on that channel. See Going live.
What does Waiting on YouTube mean?
The pill reads Waiting on YouTube with a count while the phone is sending video and YouTube has not started the broadcast yet. It turns red with LIVE once YouTube is live. CheerCam keeps waiting for as long as the stream is up.
If YouTube still is not live after 30 seconds and nothing is recording, CheerCam asks: “YouTube isn’t receiving video. Record to this phone so the game is kept?” Record saves the game on the phone and keeps trying YouTube, so if the broadcast goes live later, both run. Keep waiting closes the question. If YouTube cannot be reached at all, the same offer comes up at once. You can upload the recording to YouTube yourself after the game.
While live, the pill reads YouTube: weak video or YouTube: no video when YouTube reports a problem with what it receives. The same offer to record comes up after 30 seconds without good video.
How do I stream to a club or team channel?
Sign in with the Google account that manages the channel. If the account manages more than one channel (a brand channel), Google asks which one to use. Pick the one you stream to. Settings then shows the channel’s name next to YouTube.
When should I sign out and sign in again?
To switch to another channel, or when CheerCam says it is not allowed to manage the channel. Open Settings, tap Sign out next to YouTube, then Sign in, and allow the YouTube access Google asks for.
Recordings and clips
Section titled “Recordings and clips”Where are my recordings and clips?
With the game. Open the Home tab and tap the game. Its page lists the recording and the clips, and each one plays in the app. See Home and Schedule.
Recordings and clips are kept inside the app. Deleting the app deletes them, so save the ones you want first.
How do I share a recording or save it to Photos?
On the game’s page, tap the share button beside a recording or clip, or the one at the top to send the recording and all the clips together. The phone’s share sheet opens. On an iPhone, choose Save Video to put it in Photos. On Android, pick Google Photos, a cloud drive or another app. On an iPhone, recordings are also in the Files app under CheerCam.
What happens to a recording if I leave the app during a game?
On an iPhone, the recording pauses while CheerCam is in the background. When you come back, it continues in the same file and the status strip says Recording resumed after CheerCam was in the background. The time away is not in the file. If the stream quality changed while you were away, the rest goes into a second file on the same game page.
On Android, the recording carries on while CheerCam is in the background.
Remote cameras
Section titled “Remote cameras”All remote cameras are added under Remote cameras in Settings with Add source, and must be on the same Wi-Fi as the phone or on its hotspot. Remote cameras has the details.
How do I add a GoPro or another RTMP camera?
Choose GoPro / RTMP. The source’s page shows an RTMP URL and a Stream key. Enter both in the camera: in the GoPro Quik app, go to Live stream, Set up live stream, then RTMP. The URL contains the phone’s address on the current network, so check it on the source’s page at each venue.
How do I use an NDI camera?
Choose NDI® and pick the camera from the sources CheerCam finds on the network. If it does not show up, check that the sender is on and on the same network, or use Enter address to look at one device directly.
How do I use another phone as a camera?
Choose VDO.Ninja. On the other phone, scan the QR code on the source’s page, or open the Push link you send it, and allow the camera and microphone in its browser. The network needs internet for the two phones to find each other.
Troubleshooting
Section titled “Troubleshooting”The stream looks choppy or lags
Section titled “The stream looks choppy or lags”- Run the connection test. It runs when the camera screen opens, and Test connection in the Settings pullout runs it again. Tap Use to take the quality it selects.
- On rink Wi-Fi or cellular, choose 720p30. It needs about 3 Mbps of upload, the least of the four qualities.
- Choose the quality before you go live. It cannot change while you are live.
See The connection test.
The phone gets hot
Section titled “The phone gets hot”- Keep the phone out of direct sun.
- Leave Dim screen while live on. It is under Display in Settings and is on unless you turned it off. After 30 seconds without a touch, the screen dims while you stream or record. Tap it to bring it back. That tap does nothing else.
- When the phone is hot, Use on the connection test sets 720p30 at most.
The camera or microphone does not start
Section titled “The camera or microphone does not start”CheerCam needs camera and microphone access. If either was declined, turn both on for CheerCam in the phone’s own settings: under Apps on an iPhone, or Apps then Permissions on Android. Then close CheerCam and open it again. See Permissions.
The remote control does not connect
Section titled “The remote control does not connect”- Put both phones on the same Wi-Fi, or the remote on the camera phone’s hotspot. Some venue Wi-Fi keeps phones from reaching each other, and the hotspot gets around it.
- On the camera phone, tap the Remote control pill to show the code again, and scan it from Remote control on the remote’s Home tab.
- On an iPhone, check that Local network is allowed for CheerCam in the phone’s settings.
- Run the same version of CheerCam on both phones.
See Remote control.