MASN+ FAQ

Account Access

  1. Creating an account: You can create an account through the MASN website or on the MASN+ app. During sign-up you will be asked to enter your email, which will send a One Time Password to your Inbox.
  2. One Time Password (OTP): The MASN platform uses an OTP (One-Time Password) system. You’ll receive a new login code to your email each time you sign in. If you have not received your OTP please check your spam/junk folder or look for an email from the @masnsports.com domain.
  3. Alternate sign-up methods: Unfortunately, at this time, MASN does not offer alternate sign-up methods (Mobile Number, SMS, Social Media, etc.) and only allows users to connect accounts to one email address.
  4. Can I stay logged in across devices? Yes, as long as you don’t manually log out, uninstall the app, or clear browser data.
    • If you don’t have any activity on a device for 30 days, your session will automatically expire and you will have to log in again.
  5. What happens if I enter the OTP incorrectly too many times? You’ll need to request a new OTP. If you exceed 10 failed OTP attempts, you will be locked out of login for 1 minute. Customer support cannot manually override this lockout, so please be patient when retrieving and entering your OTP to ensure success.
  6. Can I change my email address? This feature is not available. If you need to use a different email, you will have to create a new account using that email.

Subscriptions & Payment

  1. Can I try the service before subscribing?: MASN does not currently offer a free trial, but short clips are always available for free.

  2. Purchasing a subscription: You can purchase a subscription at any time through the MASN website at this link.

  3. Cross-platform subscriptions: If you have purchased a MASN+ subscription you will be able to sign in and access restricted content across every platform: Web, iOS, Android, tvOS, Roku, and Fire TV.

  4. Supported payment methods: MASN accepts all major credit and debit cards on their website.

  5. Alternate payment methods: MASN currently ONLY supports credit/debit cards. PayPal and other alternative payment methods are not supported at this time.

  6. Cancelation steps: You can cancel your subscription at any time on the MASN website by navigating to the Manage Account page and following the on-screen instructions.

  7. How do I manage or cancel my subscription if I subscribed through an app store?:

    • Apple
      1. Open the Settings app on your iOS device (iPhone, iPad, Apple TV).
      2. Tap your Account Name.
      3. Tap Subscriptions.
      4. Tap your MASN+ subscription.
      5. Tap “Cancel Subscription”.
    • Google Play
      1. Open Google Play on your Android Mobile device (phone, tablet) and go to Subscriptions.
      2. Select your MASN+ subscription.
      3. Tap “Cancel Subscription”.
      4. Follow the on-screen instructions.
    • Roku
      1. Press the Home button on your remote.
      2. Navigate to the MASN+ app.
      3. With the app highlighted, press the Star * button on your remote.
      4. Select Manage Subscriptions.
      5. Select “Cancel Subscription” and follow the on-screen instructions.
    • Amazon Fire TV
      1. In your Amazon Account, go to the “Your Memberships and Subscriptions” tab.
      2. Locate your MASN+ subscription and select Manage Subscription.
      3. Under Advanced Controls, select “Cancel Subscription”.

  8. Why was I charged after canceling?: Make sure your cancellation was confirmed through the same platform where you subscribed (e.g., Web, Apple, Google, Roku, Amazon Fire TV). If not canceled properly, the subscription may auto-renew.

  9. Refund policy: All purchases of MASN+ subscriptions are final. Monthly and Annual Subscriptions will recur indefinitely until cancelled by the Account Holder. You are responsible for proactively cancelling your subscription prior to your next billing period to avoid additional payments. Season Pass subscriptions are one-time purchases that will automatically expire at the end of the regular season (September 30).

  10. Having trouble purchasing a subscription on your Apple device? (iPhone, iPad, Apple TV): It could be due to an iCloud Private Relay. To turn your Private Relay off, please follow these instructions.

Playback

  1. Where to find LIVE Orioles games: Visit the “MASN+” tab on the MASN website to watch live Orioles games. On the MASN mobile and CTV apps, click the “Live TV” tab from the side menu.
  2. Game recordings: Due to network restrictions, VOD recordings of live games are not currently supported. You can check the MASN Programming Guide here to see when the Orioles are playing next on MASN+.
  3. Casting and AirPlay restrictions: Due to licensing agreements, casting, mirroring, and use of projectors are not supported for live content. Attempting to do so may result in playback errors.
  4. Playback issues: To avoid any issues while watching games please ensure you are using the official MASN app and that it's updated to the latest version. Additionally, be certain that your device is updated to the latest operating system (OS). Some older device models may not be supported.
  5. Buffering: If you are experiencing buffering, these troubleshooting steps should help you get back to the action:
    1. Check your internet speed (minimum 5 Mbps, recommended 15+ Mbps for HD).
    2. Restart the app or refresh the browser.
    3. Disconnect other devices on your network that may be taking up too much bandwidth.
    4. If using a company network or VPN, try switching to a personal network.
  6. Video / stream quality: MASN supports up to 720p resolution with their streams and VOD content. On slower internet connections, MASN’s system should automatically adjust the quality of the broadcast to avoid buffering and delays.
  7. VPN & proxy usage: The use of Virtual Private Networks (VPNs) – such as NordVPN or ExpressVPN – or network proxies could negatively impact your streaming experience. MASN+ is available within a limited market-zone set by Major League Baseball. Any attempts to “spoof” your location to access the service may be flagged and you will be presented with a playback error. If you are in-market, we recommend turning off your VPN or network proxy. If you are out-of-market, you can still access Orioles content by purchasing an out-of-market package from MLB. To find out if you are in-market, click “MASN+ Eligibility ZIP Code Finder” on MASN's FAQ page and enter your ZIP code.

Availability

  1. Where is MASN/MASN+ available?: MASN adheres to strict guidelines that dictate where they can broadcast their games. If you are unsure if you have access (known as being in-market), click “MASN+ Eligibility ZIP Code Finder” on the MASN FAQ page and enter your ZIP code. If you do not fall within MASN’s broadcast region, you are known as out-of-market, and you will face blackout issues. If you are out-of-market, you can still access Orioles content by purchasing an out-of-market package from MLB.
  2. Where can I download the MASN app?
    • If you are in the United States, the app is available to download on the following devices:
      • iPhone, iPad, and Apple TV through the Apple App Store
      • Android mobile devices (Samsung Galaxy, Google Pixel, etc.) through Google Play
      • Amazon Fire TV devices through the Amazon Appstore
      • Roku devices through the Roku Channel Store
    • Older makes, models, and operating system versions may not be supported. Any devices not listed, such as Game Consoles, Samsung, LG, Vizio, and Hisense TV’s, are currently not supported.
  3. What are the minimum OS versions supported by the MASN app?
    • Apple iPhone: iOS 17.6
    • Apple TV: tvOS 16.0
    • Android Mobile: Android 10
    • Amazon Fire TV: Fire OS 5
    • Roku: Roku OS 5.0.3
  4. Network connection: The MASN app can be accessed from Wi-Fi or any 3G, 4G LTE, 5G, high-speed internet connection. Normal data rates apply. To limit the MASN app to Wi-Fi only, go to your device’s settings and turn on “Video Over Wi-Fi Only”.
  5. Broadcast information: You can find MASN’s electronic programming guide here.
  6. Travel rights: You can access your subscription while traveling for up to 30 days outside of MASN's authorized region (in-market zone). After 30 days, access will be temporarily restricted until you return to the authorized region.

Streaming

  1. How to watch LIVE games: The easiest way to watch all LIVE games hosted on MASN+ is to subscribe to the MASN+ DTC service or connect with your TV provider.
  2. Video / stream quality: MASN supports up to 720p resolution with their streams and VOD content. On slower internet connections, MASN’s system should automatically adjust the quality of the broadcast to avoid buffering and delays.
  3. Basic troubleshooting: If you encounter any issues with the stream (audio or video) MASN recommends that you delete and reinstall the app on your device to ensure you are using the latest version of the app. If you continue to face issues, please reach out to the MASN Support Team for assistance.
  4. Radio broadcast: You can listen to the official radio broadcasts through MASN’s affiliates.

Troubleshooting

  1. Troubleshooting common app issues:

    • Video is stuttering or audio is out of sync
      • Check your internet connection and speed.
      • Restart your device.
      • Make sure no background apps are using bandwidth.
    • The app/website crashes or freezes
      • Ensure you’re connected to a stable network.
      • Clear your app/browser cache.
      • Restart the app/browser.
      • Update the app to the latest version.
      • Uninstall and reinstall the app.
      • If on a smart TV, unplug the TV for 30 seconds and reboot.
    • If you get an error message like “Playback Not Allowed,” this usually means:
      • You're in an unsupported region (out-of-market).
      • You're using a restricted method like casting.
      • You’re using a VPN or proxy – try turning these off.
      • You’re not logged in correctly – try logging out and logging back in again to see if this corrects the issue.
      • Your subscription is inactive – view your subscription status by logging in to your account on the MASN website and visiting the Manage Account page.
    • I’m located in-market but I’m being flagged as out-of-market
      • When using a device connected to Wi-Fi, MASN’s geolocation technology providers use the IP address given by your ISP (Internet Service Provider) to approximate your location and assign you a ZIP Code. These systems are not always perfect and the ZIP Code that gets returned may be a neighboring ZIP Code to yours. If you live near the edges of MASN’s market zone, this is more likely to lead to playback issues as the ZIP Code that is returned may be out-of-market. If you suspect this may be happening to you, please try connecting over cellular data (below).
      • When using a device connected to cellular data, MASN’s geolocation technology providers use latitude and longitude coordinates to determine your location and assign you a ZIP code. This is a much more accurate form of geolocation. If you can stream over cellular data but not over Wi-Fi, then your ISP may be assigning you an out-of-market ZIP Code based on your IP address, and you should reach out to your ISP for support.
    • I’m still getting a playback error
      • Note the error code (if visible) and check your internet connection. If the issue persists, contact support with device details, the time of the issue, and the error code.

  2. App updates: MASN regularly updates the app to ensure the best performance possible for their fans. To be sure you have the most up to date version of the app, MASN encourages you to enable automatic updates in your device settings.

  3. Blackout restrictions: If you fall within MASN’s broadcast territories but still encounter Blackout restrictions when connecting to MASN+ please reach out to MASN’s Support Team with your account email and device make / model.

  4. TV provider issues: If you encounter issues like invalid appId, blackout problems, or system failures with your TVE account, first ensure your app is updated. If problems persist, contact your cable/satellite provider or contact MASN’s Support Team with your account email and device make / model.

  5. Comcast in Pennsylvania: There have been recent changes affecting channel availability on Comcast in your area. MASN recommends contacting Comcast's customer support at 1-800-934-6489 to get more specific details and assistance in restoring access to these channels.

Miscellaneous

  1. “502 Bad Gateway" error: Delete and reinstall the app for updates. If the issue persists, clear your cache and restart your device.
  2. Why doesn't MASN televise the national anthem or certain games?: MASN always aims to broadcast the National Anthem, but due to network scheduling and the start of the performance, the timing may not work consistently due to the unpredictability of live events.
  3. Interviews with MASN Staff: MASN appreciates your interest! To arrange an interview, please reach out to MASN’s Support Team and they will forward your request to the appropriate MASN staff.
  4. Content share requests: Unfortunately, MASN cannot reproduce copies of game footage, including special moments.
  5. What is MASN+?: MASN+ is a Digital Product owned and operated by Mid-Atlantic Sports Network that provides regional sports network coverage of the Baltimore Orioles. The MASN app is available on iOS, Android mobile, Roku, Apple TV and Fire TV platforms. Visit the MASN website for the most up-to-date platform information.
  6. Further support:
    • How do I contact the MASN Customer Service Team?
    • What should I include when contacting Customer Service?
      • Your name and account email.
      • Your subscription type.
      • The device, device model and app version you're using.
      • A description of the issue.
    • What are MASN’s Customer Service hours of operation?
      • Hours of operation vary but typically extend from 2 hours before game time to 2 hours after game time, on days that MASN is broadcasting live Orioles games. You can check when the Orioles are playing next on MASN by looking at the network's Programming Guide.
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