Support & FAQ'S

Q: Am I allowed to film my own matches?
So long as you're not using elevated equipment, Yes, you’re welcome to film your games for personal, non-commercial use (for example, using a phone, handheld camera, or tripod at ground level).

Q: Are there any restrictions?
Yes. You may not use elevated or assembled filming systems such as Hi-Pods, Veo, or any setup where the camera is positioned more than one foot above normal head height.

Q: Why not?
NLV holds the exclusive media and elevated filming rights at the events we cover. To protect that agreement, any elevated rigs or commercial filming systems will be required to be taken down by event staff. Q: What can I use instead? Smartphones, handheld camcorders, or personal cameras used from the sidelines or stands are completely fine for your own memories and private use.

1. Game Film
When you buy game film, you’re purchasing the raw footage of your games — everything recorded from start to finish. You can watch, download clips, and use them for review, coaching, or recruiting purposes.

2. Highlight Reels
If you want a finished, polished highlight video, that’s an add-on editing service. You choose between our Standard and Premier highlight packages, then you pick the plays and send us the time stamps. We take it from there — editing, adding effects, graphics, and music to create a professional reel. Why do I have to choose the plays? Picking highlights is subjective — every player, coach, and parent values different moments. That’s why we ask you to provide time stamps of the plays you want featured.

Here’s the easiest way to think about it: It’s like going to Home Depot — You can buy the materials (your game film) and build something yourself, or you can hire our team (the builders) to turn those materials into a finished product. Either way, you still need to provide the “blueprint” — your list of plays (time stamps) — and pay for both the materials and the labor if you want the full package.

See what’s included: Check out our Highlight Reel Packages page for details on what comes with each option: HERE

Q: What’s a Single User License?
A Single User License is meant for one player or family. Watch full games online through our video player. You may download up fully editable clips, each up to 45 seconds long, using our built-in clipping too in the video playerl. Full game downloads are not available with this license. Sharing or reposting full games publicly (YouTube, Hudl, Dropbox, etc.) or with other players is not allowed. This is no way inhibits you as the user/viewer from watching your matches or editing/creating a recruiting highlight reel or social media clips.

Q: What’s a Team (Multi-User) License?
A Team License gives your entire team access. Everyone on the team can view and download the full game files. You can still use the clipping tool to create highlights. Includes a team sharing interface to make distribution easy.

Q: What does “3 Views” mean?
When you purchase a game film, you get access to three unique viewing modes through our custom video player.

Q: What are the 3 views?
Standard View – Watch the game like a traditional broadcast. The camera automatically follows the action, just like a human videographer would. Self Navigate View – Take control! You can pan, zoom, and move around the field to focus on any player or play you want. Panoramic View – See everything. Watch the full 180° field view to catch all the action at once.

Q: Do I need any special software?
Nope! Everything plays right in our player.

Q: When will I get my game film?
Game film is delivered within 10 business days or less after your event ends.

Q: Does it ever come faster?
Yes! Most films are delivered much sooner—the 10-day window is just our maximum to account for large events, schedule changes, or extended post-processing.

Q: How will I know when it’s ready?
You’ll receive an email notification as soon as your footage is released. You can also check and monitor status from withing your account/dashboard on the website.

Q: How does the game film process work?
On the event purchase page, you’ll see which ages and divisions we’re filming. We record every game on every field for those divisions from an elevated angle—covering all teams and players automatically.

Q: Do I need to order before the event?
You can order before or after the event. The only difference is price—pre-ordering locks in a discounted rate, while prices increase once the event begins.

Q: What if I don’t tell you my team?
No problem! Since we film every team in the listed divisions, we don’t need to know your team name—just the division.

Q: What games are included?
We film all scheduled games, including playoffs, championships, and all-star matches (or similar).

Almost every login problem is one of three things. Work through them in order — most people stop at the first.

1. Are you signing in with the email address that placed the order? Film is delivered to the exact address used at checkout — not the athlete's email, not a second family address. If a spouse, a grandparent, etc. , the film is sitting in their account, not yours. Find the receipt email; whichever address it arrived at is the address that owns the film.
2. Have you tried Forgot Password? Has it been a season since you last signed in? You may have an account you have already made from a past season. Enter the order email and, if an account exists, a reset link arrives within a few minutes — check spam and the Promotions tab. Please note, you will not be able to make a NLV account with an email already in use
3. Did the reset email arrive at all? If nothing comes, there is no account on that address, which nearly always means the order used a different one. Search your inbox for "Next Level Video" and use whatever address that receipt landed on.

Yes — all scheduled games in the covered divisions, including playoffs, championship games and all-star or select matches. If your athlete's team went further than expected, that film is part of what you already bought; no separate purchase.

Usually yes — past events stay purchasable, at the post-event rate rather than the pre-order rate. Check the Past Events page for the tournament you're after.
This is the quiet argument for ordering before you're certain you want it: the film exists whether or not you bought it, and the only thing that changes with time is what it costs you.

Yes — and earlier than most families expect.
A college coach's first look at a prospect is almost never in person. It's a link. Recruiting rules limit when a coach may talk to you; they place no limit at all on when a coach may watch you. Film is the only part of recruiting that works while you're asleep. Consider what actually happens after a good tournament. A coach hears a name, writes it down, and looks it up that evening. If there's nothing to watch, interest ends there — not because the athlete didn't impress, but because there are two hundred other names that night with links attached. The film isn't what makes an athlete good. It's what makes them findable.

Please Do.  NLV aims to film every game on every field in the divisions listed on the event page, so coverage doesn't depend on us knowing who you are in advance. However our media team needs to know your team's name and age division to assist in processing your film order. Inserting the team name as close as to how it appears on the schedule and age division upon checkout will be helpful to our team in processing your order.

What you can do depends on your licence, and this catches people out — so check which you have before concluding something is broken.
 
Single User Licence — stream full games in the player, and create fully editable clips up to 45 seconds each with the built-in clipping tool. Clips download; full games do not. That's by design, not a fault.
 Team (Multi-User) Licence — full game files download for everyone on the team, clipping works the same way, and a team sharing interface handles distribution.
 
If you're on a Single User Licence and can't find a full-game download button, that's why. The 45-second clipping tool is more than enough to build a recruiting reel or social cut — that's exactly what it's there for.

The event purchase page lists every age group and division being filmed. If your division isn't listed there, it isn't covered — and that's worth checking before you buy rather than after the tournament.
If you're unsure whether your athlete's bracket falls inside a listed division, we recommend checking the official event schedule and cross reference the film purchase page. That's a thirty-second answer beforehand and a refund conversation afterwards.

I'm logged in but my dashboard is empty

An empty dashboard usually means one of these, and they're quick to rule out:
 

1. Has the event actually ended? Film posts within 10 business days of the event finishing — not within 10 days of your game, and not from the date you ordered.
2.  Did you get an order confirmation email? No confirmation means the order never completed — usually a declined card. Nothing will appear until it goes through.
3.  Is this the right account? See the previous question. An empty dashboard and a wrong-account login look identical from where you're sitting.
4.  Did you buy for a different event? Film is tied to the specific event and division you purchased. Two tournaments in the same month are two separate purchases.

Social clips are not for Recruiting. Elevated Game Film is what gets your athlete recruited. 

A twelve-second goal on Instagram tells a coach you can finish. It tells them nothing about your off-ball movement, the level of competition, your decision-making when the play breaks down, or your motor in the fourth quarter. Those are the things being evaluated not available in tight side line shots.

A cost and rights question with a fairly clear answer once you count heads.
 
Two or three families interested — individual Single User licences are simplest.
More than that — the Team licence is cheaper per family, gives everyone full-game downloads rather than 45-second clips, and is the only option that legitimately lets a coach distribute film to the roster.
 
 Worth raising with your coach or club director before the event rather than after — it's a single purchase decision that's awkward to unwind once eight families have each bought their own.

Price is the only difference. Pre-ordering locks in a discounted rate; the price rises once the event begins. The film, the coverage and the delivery window are identical either way.
So there's no operational reason to wait — only a more expensive one.

It depends which licence was purchased, and the difference is deliberate:

• Single User Licence — built for one family, tied to the purchasing account. It cannot be split across families. If another parent bought it, they have it; you'd need your own.
• Team (Multi-User) Licence — built for exactly this. Everyone on the team gets access and the buyer distributes it through the team sharing interface. Ask whoever purchased to add you there by sharing the email address(es) you wish to be shared. Only the Team Package purchaser has the ability to insert the emails they wish to share on their purchased package. The emails they share will be the only ones to receive access which if you want an email shared, you will need to contact the Team Package purchaser.

If several families on one roster each want film, the team licence is both cheaper per family and the only option that legitimately allows sharing.

This is the single most common thing customers write to us about, and there are two quite different causes.
 

1. Did you pick the right team from the dropdown? That dropdown is how your account gets mapped to a team. Rosters at large tournaments carry near-identical names — 2031 Elite and 2031 Elite Black are different teams, and selecting the wrong one delivers a different team's film. Check what your order confirmation says your team is. Our media team labels teams exactly as they appear on the event schedule and we recommend referring to the schedule prior to selecting and submiting a team.
2. Recruiting film often contains a start and end buffer. As we all know, not every game starts right on dot. We add a few minutes of starting buffer to account for those fields that may be ahead a few minutes. Please skip ahead a few minutes into each game file to see if you are looking at the end of the previous game played before yours. 
3.  Right team, wrong game? Tournament schedules drift constantly — fields and start times change the morning of, sometimes mid-day. We film to the posted schedule, so when the schedule moves on-site, a game can land in the wrong slot.

 
 Both are fixable and neither costs you anything. The fix is faster if you tell us which game is wrong and what should have been there.
 Send us this: Event, your team's exact name, the opponent you expected, the date, field, and scheduled start time of the game. The more details we have on the game, the easier it will be for us to assist with addressing it. 

It's the most common gap we see, and it's rarely laziness. Most families are waiting for a season good enough to showcase.

Here's the trap in that. You can only build a reel from film you already own. If the season you eventually want to show wasn't filmed, that season is gone — there is no going back for it. The athletes who have something to send when a coach finally asks are the ones who started a film library a year before they thought they needed one.
The reel gets assembled later. The film has to exist first. Those are two different decisions, and only one of them has a deadline you can't see coming.

Every college coach and recruiter asked agreed, it is necessary for you to have game film and a highlight reel if you are serious about playing at the next level. Tournament and Showcase happen all over the country at the same time and coaches cannot be at every field at once. Game Film and Highlight Reels are your way to get in front of your dream school, show your best plays to the coach who was not able to attend, and to provide those there a reminder and evidence on how you played.

A highlight reel helps your player get their best plays in front of a college coach or recruiter.  Realistically, a highlight reel sent to a coach gets opened, watches forty-five to ninety seconds, and decides whether to keep watching. The order of the plays matters more than the number of plays. A coach who stops at ninety seconds never reaches the play you were saving for the end. 

The answer here really comes down to if you and your athlete are serious about recruiting. 

We understand the appeal of side line action film with a high resolution. It makes for a great post on social media and can be a high resolution capture of your plays. But this film will not help you in getting recruited. 100% of coaches surveyed said that they prefer Elevated filming for player evlation and recruiting to sideline film. Elevated film allows for coaches to evaluate the context of your athlete's plays from player position, development of play, game IQ, decision making, and athleticisim. All of which are harder to be evaluated with a tight sideline shot showing only your athlete.