FAQs + Feedback

NASCAR TrackPass Information

Q: Having trouble?

A: For answers to questions not found in the FAQ documentation, contact us at support@trackpass.nascar.com

DESKTOP

Q: What do I need to watch video on NASCAR TrackPass

A: In order to watch any video on Nascar Trackpass, you must have recent browser that supports HTML5 Media Source Extensions (MSE)

Q: What devices work with NASCAR TrackPass?

A: NASCAR TrackPass is available on iOS and Android devices. More devices may be added at a later time.

Q: What is required for access to view "Live Streaming" video content?

A: You can access live streams of EVERY NASCAR Cup Series and NASCAR XFINITY Series race via a NASCAR TrackPass subscription. To sign up, please visit www.trackpass.nascar.com and click BUY NOW.

Q: What are the minimum web browser and/or hardware requirements for viewing video on NASCAR TrackPass

A: Minimum Browser Compatibility:

  • Google Chrome: Current version and previous two versions
  • Internet Explorer: Current version and previous two versions
  • Firefox: Current version and previous two versions
  • Safari: Current version and previous two versions
  • Microsoft Edge: Current version and previous two versions

Internet Requirement:

  • Broadband connection with 500+ Kbps

PC Specific Requirements:

  • Platform: Windows XP (32 or 64-bit)/Windows 7 (32 or 64-bit)
  • Processor: 500MHz or faster
  • RAM: 128MB or more
  • Video Card: at least 64MB of video memory
  • Sound Card: at least 16-bit

Mac Specific Requirements:

  • Platform: Mac OS 10.11 or above
  • Processor: 1.83MHz Intel Core Duo or faster
  • RAM: 128MB or more
  • Video Card: at least 64MB of video memory
  • Sound Card: at least 16-bit

Q: Is video on NASCAR TrackPass available in HD?

A: Yes, this online content is available in HD.

Q: Where can I watch video on NASCAR TrackPass around the world?

A: Live and On Demand content is available in select countries worldwide. Specific blackout restrictions apply in United States, Canada and New Zealand. To inquire about availability in a specific country/territory, please contact support@trackpass.nascar.com

Q: Is it possible to watch the video in full screen?

A: Yes, you can click on the 'full screen' button that is located on the lower right corner of the video player control bar.

Q: What do I do when the video doesn't start, and is showing a spinner or black screen, or an error message?

A: Try the following steps:

1 Refresh your browser

2 Upgrade your browser (Older browsers might not be offering you the premium in speed and security to view this content).

3 If you would like the best viewing experience, we recommend that you upgrade to the most recent version of your browser. You can select from the following supported browsers:

Q: The video stops playing completely.

A: Try the following steps:

  • Refresh your browser.
  • Clear your browser's cache and cookies. If the browser you're using or a page you're viewing is displaying problems, try to clear the browser's cache. If that doesn't fix the problem, try to clear the browser's cookies.

Q: I cannot hear any audio.

A: Try the following steps:

  1. Refresh your browser.
  2. If refreshing didn't help, try the following:

2a.Adjust the volume control on your computer and speakers.

2b.Adjust the volume control located in the lower left corner of the Player.

2c. Restart your internet browser (Internet Explorer, Firefox, Chrome, etc.)

2d.Ensure that the volume is turned up on other video players, such as Quicktime, Real Player, or Windows Media player, as this might affect the video player sound.

Q: My video is choppy or it keeps buffering.

A: Try the following steps:

  1. Refresh your browser
  2. Quit your browser application entirely (Ctrl+Q in Microsoft Windows or Command+Q in Mac OS), quit all other unnecessary applications running on your computer, then restart your browser. Avoid using multiple tabs.
  3. If using wireless internet (WiFi), connect directly to your modem or router with an Ethernet cable.

Q: I am experiencing issues playing video, does it matter that I have blocked 3rd party cookies?

A: Yes, you will need to unblock 3rd party cookies, in order to view video. In current versions of Firefox, for instance, follow these steps:

  1. In the Firefox menu bar, go to Tools > Options
  2. In the Options screen, select Privacy
  3. Make sure that both "Accept cookies from sites" and "Accept third-party cookies" are checked.
  4. In the "Keep until:" dropdown, select either "they expire" or "I close Firefox"
  5. Click OK to close the Options screen.
  6. Force-reload the page by doing Shift-Reload (Hold down the Shift key on the keyboard, while clicking the Reload button in the browser's button bar.)
  7. The videos should now play successfully

Q: I get a "Video not loading" error that doesn't go away, what do I do?

A: Try the following Steps:

  1. Check your 3rd party cookies. You need them enabled (in Firefox, Chrome and Safari you set it directly, in IE you need to set a privacy level of "Medium High" or lower)
  2. Check to see if you have an anti-virus, anti-malware or other proxy software (such as Net Nanny) running on your machine or corporate/campus network that may be blocking (or impacting) access to the streams.

MOBILE/TABLET FAQS:

Q: Can I watch NASCAR TrackPass video content on my mobile device?

A: You can watch live races and On Demand video within our NASCAR TrackPass app for tablet and mobile devices. Available for download in the App Store and Google Play in select territories.

Q: Will there be a cost to download NASCAR TrackPass?

A: No, TrackPass is a free download. A subscription is required to view the content.

Q: What will be the minimum and optimal operating system requirements for using the NASCAR TrackPass app?

A: NASCAR TrackPass will support iPhone, iPod Touch, and iPad devices running on iOS 5.0 and above, and select Android handheld and tablet devices running on an operating system of 2.2 and above. To ensure the best user experience, make sure that your device has the most recent operating system.

Q: In NASCAR TrackPass, the video on my device keeps buffering or is of poor quality. How can I fix this?

A: Watching video is available via a 3G or 4G connection, but to experience the highest quality of video, connect to a WiFi signal. You can also improve your video quality by making sure you have installed the latest operating system onto your device.

Q: When I load NASCAR TrackPass, an error message displays saying I do not have a data connection. What does this mean?

A: If you are receiving an error message stating there is no data connection, make sure you are connected to a 3G, 4G or WiFi network. You can check the status of your connection in the Settings section of your device. Note: If your device is in "Airplane Mode", you will not have a data connection and will need to turn the setting off. Video will work with 3G or 4G connection, however, to experience best video quality connect to WIFI network when available.

Q: How can I turn off push notifications on my Android device?

A: Android devices require system level disablement of notifications. To disable notifications on your device

  • Launch the Settings of the device
  • Within Settings window, tap "Sound and Notification"
  • Then scroll down and tap "Application Notifications"
  • Scroll through the list of apps and tap the NASCAR Track Pass App
  • Tap to turn the "Block" feature on. This will block all notifications from this app.

Second mode to disable push notifications via Application Manager:

  • Within Settings window, tap "Applications"
  • Tap "Application Manager." On some Android devices, this might just be called "Apps"
  • Scroll through the list of apps and tap the NASCAR Track Pass app
  • Uncheck the "Show Notifications" button
  1. How do I change my alerts?

Alerts for events can be managed on the video player, by tapping the video player, to opt in our out of an alert category. Alerts can also be managed on the schedule page, by navigating to an upcoming event and selecting an alert category in the pop up modal.

To globally manage notification preferences for the app, go to settings within the app. Open the menu, tap the cog wheel in the top right corner of the header, navigate to “manage alerts” and select the alert categories you wish to receive in order to customize your experience.

SUBSCRIPTION FAQS:

Q: How do I purchase a subscription to NASCAR TrackPass?

A: To purchase a subscription to NASCAR TrackPass, please visit www.trackpass.nascar.com and click BUY NOW. Your subscription gives you access across all supported platforms/devices.

Q: How much does NASCAR TrackPass cost?

A: The introductory price is $125.00 USD for an annual subscription or $15.00 USD a month. However, the cost will vary depending on the country/territory you are located in. NASCAR TrackPass may offer discounted rates as the season and year progresses.

Q: What forms of payment do you accept for TrackPass subscription purchases?

A: If paying in USD, users can pay via American Express, Discover, MasterCard or Visa. If paying in GBP or EUR, users can pay via Visa or MasterCard.

Q: Does NASCAR TrackPass have a refund policy?

A: All request for refund will be reviewed on a case by case basis. Please contact support@trackpass.nascar.com further information.

Q: When does my NASCAR TrackPass subscription end?

A: NASCAR TrackPass subscriptions automatically renew each year or season using the billing method on file as stated in the terms of service – unless you cancel. You pay for your subscription in advance of the covered subscription period. The NASCAR TrackPass subscription period is February 01, 2020 — November 30, 2020.

Q: How do I cancel my subscription?

A: You may cancel your subscription to NASCAR TrackPass by contacting customer support at support@trackpass.nascar.com or visit us at www.trackpass.nascar.com . If you cancel your subscription, the cancellation will go into effect at the end of the current subscription period. Your package will remain active and you will continue to have access to watch NASCAR TrackPass content through the end of the subscription period. Your subscription will not be automatically renewed for the next subscription period/season.

Q: Does NASCAR TrackPass offer a free trial?

A: Periodically, NASCAR TrackPass offers a free trial. When the trial period ends, the billing method on file will be charged the applicable subscription fee in full.

Q: How do I cancel my free trial subscription?

A: You may cancel your free trial subscription to NASCAR TrackPass by contacting customer support at support@trackpass.nascar.com or visit us at www.trackpass.nascar.com.

Q: Does NASCAR TrackPass offer any discounts?

A: NASCAR TrackPass may offer discounted rates as the season and year progresses.

Q: How do I view or change my NASCAR TrackPass subscription?

A: Go to www.trackpass.nascar.com and sign in using your email and password you used to create your account and then click on the MY ACCOUNT link at the top of the page.