Watching Kentucky on demand?

[lazaret]

@coffeehag

The subscription cost is heinous . You’re telling me my husband can pay ~$15/mo for the Hulu/Disney+/ESPN bundle and the singular cost for CMHTV starts at $19/mo?

Hulu/Disney+/ESPN is able to spread the cost of infrastructure, production, delivery, and security costs across, as of last quarterly report, 49.7 million subscribers to Hulu alone.

If clipmyhorse has anything more than a small fraction of that number, I will eat my hat.

I agree the USEF Network integration is kludgy at best, but to compare it to a large multinational streaming business when clipmyhorse produces specialty content for a very limited audience is disingenuous. Horse and Country, a better comparison, charges $24.99 per event, or $14/mo.

[lazaret]

you wouldn’t have issues if you’re subscribing to ClipMyHorse, it’s those who have access via a USEF membership that have issues getting the integration to work.

[swmorse]

Is anyone from clipmyhorse or usef monitoring this today?

I have no trouble getting into the site but once again the feed is freezing for minutes at a time then shows 3 seconds then freezes for minutes again

[atr]

I’m sure if you have a full membership of CMH you are A-OK. But those of us who are having problems are trying to use our (paid-for) USEF membership to access what they told us would work and doesn’t, and what they are presumably paying a fee to CMH to provide.

[zack_from_usef]

We genuinely appreciate the feedback. I will pass this along to our USEF Network team as we look to consistently improve the user experience for all of our members. Thank you!

[Ashleah]

@Rallycairn

Good morning! I am so sorry I was unable to get back to you in a more timely manner. Please accept my deepest apologies.

I believe that it does take a day for the coverage to migrate to the “On Demand” content.

Additionally, in general, the only content that you have access to via your paid USEF membership with ClipMyHorse is that of the content that USEF owns the rights to.
If you are attempting to access any access, once you are logged into ClipMyHorse appropriately, and it prompts you to purchase a ClipMyHorse subscription, it means you are attempting to access content that ClipMyHorse owns the rights to, rather than USEF.

The easiest way to know the difference is that USEF content, via ClipMyHorse, reflects the navy blue rectangle with “USEF” in white in the rectangle.
Content that does not have this little logo, is not considered USEF content that USEF owns the rights to.

If you continue to have difficulties accessing the OnDemand content, as long as you are either a subscriber or competing member, per what @zack_from_usef explained, please do reach out and let us know. I may follow up on our end for you.

I wish you all a blessed day!

Best,

Ashleah

[Ashleah]

@atr
@coffeehag
@CleverUserName
@lazaret

Hey Everyone!

I am so sorry you all are experiencing difficulties.

Additionally, I just want to clarify that on behalf of USEF we do not mean to come across as insulting in any capacity when we suggest reaching out to us via telephone for assistance. Our goal(s) is to always make sure we do our absolute best to make sure our members/clients are taken care of the best of our abilities.

Sometimes when speaking with someone it is easier to get through the process and figure out what any hiccup may be. Sometimes written communication may confusing and hard to follow, and we just want our members/clients to know that we are reachable via telephone in case it assists in any capacity with being more efficient and successful for assisting you all the best we are able to.

In following, I would like to apologize for the confusion on the cost of ClipMyHorse subscription versus your cost for membership with USEF. The cost of the ClipMyHorse subscription is not something that USEF sanctions, and we are sorry that that cost may feel overwhelming/inconvenient in any capacity.

However, when it comes to your access to ClipMyHorse via your USEF membership, please be advised that at the FAN level, your access to the live content, that USEF owns the rights to, is absolutely free, as is the FAN level of membership.

If you are a subscriber or competing level member with USEF, you have access to the live content AND the OnDemand content via ClipMyHorse that USEF owns the rights to.

If you are on ClipMyHorse, and you attempt to access any content that then prompts you to purchase a ClipMyHorse subscription, you are attempting to access content that ClipMyHorse owns the rights to.

Also, I would like to address the inquiry about why a separate login is necessary when connecting your USEF account over to your ClipMyHorse account…the reason you “connect” you USEF account to your ClipMyHorse account is so that the account you have via ClipMyHorse recognizes the partnership we have with ClipMyHorse so that our members get the access included with said partnership. In following, the reason you need to have a separate login is due to ClipMyHorse being its own company/domain. Meaning that it is not a USEF owned company; therefore, the credentials would need to be separate. Apologies for any confusion that may have previously caused.

Again, I would like to apologize on behalf of USEF for any inconvenience these points may have caused. I know that partnering with different companies can be an adjustment. However, we are confident that with time we will be able to work through all things with the help of our members/clients, such as yourselves, to help us serve you better and better as each day passes.

Please do reach out in any way you would like if you have any further inquiries at all.

Be blessed,

Ashleah

[CleverUserName]

@Ashleah

If you are on ClipMyHorse, and you attempt to access any content that then prompts you to purchase a ClipMyHorse subscription, you are attempting to access content that ClipMyHorse owns the rights to.

I appreciate your reply, but that is absolutely not the case when trying to ‘link’ accounts. I believe a few of us could catch a few seconds of a ride at Kentucky 2024 (USEF Fan accessible content), AFTER clicking thru the link on the USEF TV or whatever it was called on the USEF site, so it appears to have succeeded, only to have a large pop up continually prompt us either ‘purchase a subscription’, ‘log in’ or ‘link USEF account’. No matter how many times I clicked ‘link account’ in that pop-up, it would play a second and then the exact same pop up would appear.

Again, the prompt to create a new password never appeared during that cycle.

You guys tried, which is appreciated, and I was finally able to watch the event, but thru my own creative workaround. Could it have been tested more and handled better? Sure. But, that’s a bit late at this point. Though, it is strange that there were known issues and a there were a couple posters asking for help on Sunday and no one was monitoring it that day. Seems like an odd client service decision.

That being said, I’ve provided you with a user experience that you can dig into and see where the issue lay. I hope you find it, because I guarantee you mine isn’t an isolated incident.

[Ashleah]

@CleverUserName

Thank you so much for your feedback, and I will definitely be sharing this.

What you are describing is that of not being logged into your ClipMyHorse account directly. So, when you click to link your account to ClipMyHorse it does not automatically log you in, as the credentials are separate for USEF and ClipMyHorse.

The best way to gain access to your ClipMyHorse account is to just reset your password if you do not remember the password you initially setup when you linked your accounts. If you get looped back when you click to link accounts it means you have already done so.

If you would like me to look into your account further, you may inbox me your USEF ID, and I can look into your account to verify some additional details for you.

Be blessed,

Ashleah

[Ashleah]

@brindille

Good afternoon! My name is Ashleah, and I work at USEF in our Member Services department.

Please be advised that if you have an account with USEF, you have access to the USEF content via ClipMyHorse through your USEF membership.

If you have a free FAN level membership you have access to the live USEF content via ClipMyHorse.

If you have a subscriber or competing level membership you have access to the live and OnDemand USEF content via ClipMyHorse.

If you have any further questions, you may either email/call/inbox me. I would be happy to assist further!

memberservices@usef.org
859-810-8733

Be blessed,

Ashleah

[Ashleah]

@coffeehag

Good afternoon, firstly, let me apologize on behalf of USEF for you having difficulties.

From what you are saying, it sounds like you are not actually signed into your ClipMyHorse account, as clicking the link to connect your USEF account to your ClipMyHorse account does not automatically sign you in. Your USEF and ClipMyHorse login credentials are completely separate credentials. You will need to login to your ClipMyHorse account. Once you do this, you will not have to do all of the things you referenced above that you stated are still not assisting you with gaining access to the content.

If you would like to reach out, I would love to help you with this.

Please either email/call/inbox me.

memberservices@usef.org
859-810-8733

Be blessed,

Ashleah

[Ashleah]

@swmorse

I apologize for the connection/streaming glitches. ClipMyHorse had a lot of people watching, and there was some freezing concerns.

We have been diligently working with ClipMyHorse to improve all that we can.

On behalf of USEF, please know that we sincerely appreciate any and all feedback our clients/members may provide us.

I have passed the feedback regarding the freezing issues on already to our USEF team, and I have received communication that they are continuing to work on how to smooth these things out with ClipMyHorse.

Please always provide any and all feedback, as we want to make sure to work through all kinks to provide the absolute best service we may to our clients/members.

Be blessed,

Ashleah

[swmorse]

@Ashleah Thanks for keeping up with this. Sunday I ended up watching it using the app on my phone. That worked fine, but, it was on my phone (3x5). Worked OK for show jumping, glad the glitches were ironed out on Saturday, because cross-country needs a big screen

This was the first year I had problems with the live feed, I did think it had to do with the number of peole watching.

Thanks again.

[Ashleah]

@swmorse

Yay! I am so glad it worked out, and I am sorry it had to be done via your cell phone device.

Also, thank you for understanding the technical difficulties that the number of persons accessing a network can cause.

We appreciate all of our members, and all of the feedback everyone has been able to provide for us.

Best,

Ashleah