Frequently asked questions

Below are answers to frequently asked questions. Click on a question to go to the answer.

General
1. What is EMTV?

Account
2. Do I need an account?
3. How do I create an account?
4. How do I log in?
5. How do I log out?
6. I forgot my e-mail address.
7. I forgot my password.
8. How can I change my password?
9. How can I change my e-mail address?

Live streams and pay per concert
10. What is pay-per-concert?
11. How much does pay per concert cost?
12. How do I buy a concert as pay per concert?
13. Where can I find the concerts I have purchased as pay per concert?
14. What is a live stream?
15. For how long can I re-watch a live stream?

Subscriptions
16. What types of subscriptions are there?
17. How does the trial period work?
18. I would like to subscribe on behalf of an institution.
19. How do I take out a subscription?
20. When is the subscription fee collected?
21. How can I see what kind of subscription I have?
22. I want to renew my subscription. How do I do it?
23. How can I cancel my subscription?
24. I had a subscription in the past and discontinued it. Can I subscribe again now?
25. How can I upgrade my Basic subscription to Premium?
26. I have an active subscription, but I can't manage to watch concerts.

Finding and watching concerts
27. Where can I find the complete concert offer?
28. When are the new recordings published?
29. How can I search for concerts in the catalogue?
30. Where can I find the new concerts?
31. Where can I find all live streams?
32. How can I save concerts in my favourites list?
33. How do I remove a concert from my favourites list?
34. Are subtitles available with the concerts?

Payments
35. Which payment methods are accepted?
36. The direct debit of my subscription has failed.

Watching EMTV
37. Where do I watch EMTV?
38. Which browsers are supported?
39. How do I watch EMTV on my TV?
40. Can I use a Chromecast for EMTV?
41. Can I use AirPlay for EMTV?
42. Is EMTV also available as an app?

Technical issues
43. The video does not start.
44. The video falters or keeps buffering.
45. The video stops during playback.
46. The video has no sound.
47. I have problems with my internet connection.

Customer service
48. How do I contact customer service?
49. What information does customer service need from me for customer support / a technical query?

Is your questions not listed here? Please fill in this form, we will contact you.

General

1. What is EMTV?

Early Music Television—in short EMTV—is the streaming platform of the Festival Oude Muziek Utrecht. On this website, you can watch concert recordings from the Festival Oude Muziek Utrecht and other content partners. To use EMTV, you need an account. You can then take out a subscription or buy individual concerts as pay-per-concert.

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Account

2. Do I need an account?

To use EMTV, you will need an account.

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3. How do I create an acocunt?

  1. Click on “Login” in the menu.
  2. Enter the e-mail address you want to use to create the account and click “Log in/register”.
  3. An e-mail will now be sent to confirm your e-mail address. Open the e-mail and click on the link.
  4. A page will open in the browser where you can create a password. Enter your chosen password here. Please note that the password must consist of at least 8 characters, including 1 capital letter, 1 number and 1 special character (e.g. @ or &).
  5. Click on “Create account”.
  6. You have now created an account and are logged in immediately.

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4. How do I log in?

  1. Click on “Log in” in the menu.
  2. Enter your e-mail address and click on “Log in/register”.
  3. Enter your password and click “Log in”.
  4. You are now logged in.

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5. How do I log out?

  1. In the navigation at the top of the webpage, click on “Account”.
  2. Then click on “Log out”.

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6. I forgot my e-mail address.

If you already have an account but cannot remember which e-mail address you used for this, please contact us at emtv@oudemuziek.nl.

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7. I forgot my password.

  1. Click on “Log in” in the menu.
  2. Enter your e-mail address and click on “Log in/register”.
  3. Click on “Forgot password”.
  4. Enter your e-mail address again and click on “Reset password”.
  5. You will receive an e-mail with a link to request a new password. If the e-mail is not in your inbox, check your spam folder.
  6. In the e-mail, click on the link and choose a new password. Please note that the password must consist of at least 8 characters, including 1 capital letter, 1 number and 1 special character (such as @ or &).
  7. Click “Reset password”. If the reset was successful, a message will appear indicating that the password has been successfully changed.
  8. You can now log in with your new password.


Are you unable to set a new password? If so, please contact us at emtv@oudemuziek.nl.

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8. How can I change my password?

  1. In the menu, go to “Log in”.
  2. Enter your e-mail address and click on “Log in/register”.
  3. Enter your password.
  4. Click on “Log in”.
  5. In the navigation at the top of the webpage, click on “Account”.
  6. Choose “Change password”.
  7. Enter a new password. Note that the password must consist of at least 8 characters, including 1 capital letter, 1 number and 1 special character (such as @ or &).
  8. Click “Change password”. If the change was successful, a message will appear indicating that the password has been changed successfully.

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9. How can I change my e-mail address?

Unfortunately, it is not possible to change your e-mail address yourself. To change your e-mail address, please contact us at emtv@oudemuziek.nl.

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Live streams and pay per concert

10. What is pay per concert?

Pay per concert means that you do not take out a subscription, but pay separately per concert. You do need to create an account to buy concerts. All concerts in the catalogue and premium content are available as pay-per-concert. After purchasing a concert, you will have access indefinitely.

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11. How much does pay per concert cost?

The concerts range in price from €1.99 to €9.99. You can find the price of the concert at the top of the page under the programme title.

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12. How do I buy a concert as pay per concert?

Purchasing a single concert is as follows:

  1. Create an account or log in with your existing account.
  2. Go to the webpage of the concert you want to buy.
  3. Click on “Buy” to purchase the concert as a pay-per-concert.
  4. After you have paid, you will find the concert under “Account” under “My purchased concerts”.

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13. Where can I find the concerts I have purchased as pay per concert?

You can find the concerts you have purchased in your account under the “My purchased concerts” tab. 

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14. What is a live stream?

Live streams are (recordings of) concerts that are broadcast online. EMTV Premium subscribers have free access to livestreams. You can buy livestreams as pay-per-concert.

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15. For how long can I re-watch a live stream?

The live streams remain available indefinitely.

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Subscriptions

16. What types of subscriptions are there?

As far as subscriptions are concerned, you can choose between EMTV Basic and EMTV Premium. EMTV Basic costs €7.99 per month and gives you access to all the concerts in the catalogue. EMTV Premium costs €90 per year (converted to €7.50 per month) and, on top of the catalogue, also gives you access to all premium content such as livestreams. For a complete overview of all benefits per subscription, please visit here.

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17. How does the trial period work?

New users can try EMTV free of charge for seven days. To start your trial period, follow the steps for subscribing. A payment of €0.01 will link your payment details to your account. The full amount will be collected seven days later. Do you decide not to take out a subscription? Cancel your subscription before the end of the trial period and you will not be charged. Users who cancel their subscription after the end of the trial period are not entitled to a refund.

NB: In the period around the Festival Oude Muziek Utrecht, the free trial period does not apply.

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18. I would like to subscribe on behalf of an institution.

Are you interested in an institutional subscription? If so, please contact Hitske Aspers at a h.aspers@oudemuziek.nl.

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19. How do I take out a subscription?

Once you have created an account and logged in, taking out a new subscription works as follows:

  1. Press “Choose your subscription” and choose between EMTV Basic or EMTV Premium.
  2. Click on “Go to payment details” and choose from payment via iDEAL or credit card.
  3. The first week is free (with the exception of the period around the Festival Oude Muziek Utrecht). After this trial period, the subscription fee will be automatically debited from your account periodically.

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20. When is the subscription fee collected?

The first seven days of your subscription are considered a trial period. You watch for free during this period. After seven days, the first subscription fee will be debited. From then on, the subscription fee will be debited every month (for EMTV Basic) or every year (for EMTV Premium) on that day. You will also find the next collection date in your account.
If the billing date does not occur every month (such as the 31st), the amount will be collected on the last day of the month.
The payment description starts with “Payment EMTV subscription Festival Oude Muziek Utrecht”.

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21. How can I see what kind of subscription I have?

In your account, you can see what kind of subscription you have.

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22. Ik wil mijn abonnement verlengen. Hoe doe ik dat?

Your subscription is renewed automatically every month (for EMTV Basic) or every year (for EMTV Premium). You do not need to take any action yourself.

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23. How can I cancel my subscription?

You can cancel your subscription in the following way:

  1. Log in with your account.
  2. In the navigation at the top of the webpage, click on “Account”.
  3. Click on “Cancel subscription”. A message will now appear informing you that your subscription has been cancelled.
  4. After cancelling your subscription, automatic payments will be stopped. You can continue to use EMTV until the end of the subscription period you have paid for.

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24. I had a subscription in the past and discontinued it. Can I subscribe again now?

Have you had an EMTV subscription in the past and discontinued it, but want to use it again? You can reactivate your subscription as follows:

  1. Log in with the details known to us.
  2. In the navigation at the top of the webpage, click on “Subscribe”.
  3. Choose the subscription you want and complete the payment. You will not get another trial period.

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25. How can I upgrade my Basic subscription to Premium?

You can upgrade your Basic subscription to Premium by clicking ‘Change subscription’ in your account. Then choose the subscription you want to take out. The new subscription will take effect immediately.

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26. I have an active subscription, but I can't manage to watch concerts.

This problem can have several causes.

  • Are you logged in with the correct account?
    • A subscription is bound to one account and cannot be shared with multiple users or e-mail addresses.
  • Do you have the correct subscription?
    • Not all subscriptions give access to all concerts. Click here for an overview of the benefits per subscription.
  • Was the payment or direct debit of the subscription successful?
    • If the collection of your EMTV subscription fee has failed, you can no longer use EMTV. See “My direct debit failed” for more information.
  • Have you accepted all cookies?
    • To play the videos, you need to accept all cookies. You can change your preference via "Cookie settings" at the bottem right of the page.
  • How are the privacy settings of your browser?
    • If, despite accepting all cookies, the videos still do not play, your browser's privacy settings may be too strict.


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Finding and watching concerts

27. Where can I find the complete concert offer?

You can find EMTV's complete offer in the catalogue. You can access the catalogue by clicking on ‘Catalogue’ in the menu.

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28. When are the new recordings published?

New concerts are included in EMTV's catalogue every month. You can find an overview of all planned publications in the menu under ‘New’. Subscribe to the newsletter to be kept informed.

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29. How can I search for concerts in the catalogue?

EMTV's search function allows you to find recordings with your favourite soloist, ensemble or composer, for example. You do this in the following way:

  1. Go to the EMTV catalogue.
  2. Enter your search term in the search bar.
  3. You will immediately see the search results.

You can also select a genre or category to see a pre-sorted offer. Do you want to start a new search? Press ‘Clear filters’ and enter a new search term.

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30. Where can I find the new concerts?

On the ‘New’ page you will find an overview of all concerts published each month. You get to this page by clicking ‘New’ in the menu.

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31. Waar vind ik alle livestreams?

On the ‘Live’ page you will find the overview of all live streams. You get to this page by clicking ‘Live’ in the menu.

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32. How can I save concerts in my favourites list?

You can save your favourite videos by marking them as favourites.

  1. Login via www.emtv.online. If you do not have an account or are not logged in, you cannot mark concerts as favourites.
  2. On the complete offer page, you will see a heart in the top right of the picture. If you press this, the video will be added to your favourites. The heart is now filled.
  3. You can also mark a concert as a favourite on a concert page itself. This also works with a heart. You will find the heart at the top of the page, below the title.

Your favourite videos can be found as follows.

  1. Go to www.emtv.online and log in.
  2. Click on ‘Favourites’ in the navigation bar.

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33. How do I remove a concert from my favourites list?

You remove a video from your favourites list by clicking on the heart again. You can also delete a concert by clicking on the cross in your favourites list.

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34. Are subtitles available with the concerts?

Unfortunately, our concerts and lectures are not subtitled. However, at concerts in which singing or speaking takes place, the song texts and translations are in most cases available as pdfs for downloading. You will find the pdfs on the page of the concert under the heading ‘Texts’.

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Payments

35. Which payment methods are accepted?

To purchase a subscription, you can pay via iDeal or credit card. To purchase a pay per concert, you can pay via iDeal, credit card or PayPal.

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36. The direct debit of my subscription has failed.

If the collection of your EMTV subscription fee failed, you can no longer use EMTV. You can still log in, but no longer watch videos. In this case, the following message will be displayed: ‘Something went wrong with your direct debit. Click here to start a new payment'.

This message can have several causes, including:

  • Your balance is insufficient.
  • The payment method has expired or is no longer valid.
  • Your bank did not approve the debit.
  • Your discount code is no longer valid.

You can update your payment details by starting a new payment.
Should the debit fail again, please contact your bank.

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Watching EMTV

37. Where do I watch EMTV?

EMTV can be watched via the website www.emtv.online. You must be connected to the internet to use EMTV.

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38. Which browsers are supported?

EMTV uses the platform Vimeo to host the videos. Vimeo supports the following browsers:

  • Chrome
  • Edge
  • Firefox
  • Safari

Other browsers are not actively supported. It is possible that the videos may play in another browser, but playback problems are not actively resolved. There is most likely nothing that can be done about any playback problems.

We recommend that you use one of the supported browsers and actively keep it updated.

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39. How do I watch EMTV on my TV?

The easiest option is to connect a laptop or desktop computer to the TV with a cable (HDMI). You then use the TV as a computer screen, so to speak, while using the computer's keyboard and mouse. Then open www.emtv.online in the browser. If you have a smart TV, it is sometimes also possible to watch via the web browser on the TV.

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40. Can I use a Chromecast for EMTV?

If you have a Chromecast, or your TV has this functionality built in, you can cast EMTV to your TV from another device. You can do this from an Android phone, Android tablet or from another device that has the Chrome browser. You can find an explanation on this at https://support.google.com/chromecast/answer/3228332?hl=nl.

Chromecast is not actively supported by Vimeo. It is possible that Chromecast may work in some cases and won't work in others. There is most likely nothing that can be done about any playback problems.

Note that when you cast from a phone or tablet, it often works best if you cast the whole screen and then set the video to full screen. 

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41. Can I use AirPlay for EMTV?

If you have an Apple TV, or your TV has this functionality built in, you can play EMTV on your TV from another device. You can do this from an iPhone, iPad or laptop or Mac desktop computer. You can find the explanation on this at https://support.apple.com/nl-nl/HT204289. 

AirPlay is not actively supported by Vimeo. It is possible that AirPlay may work in some cases and won't work in others. There is most likely nothing that can be done about any playback problems.

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42. Is EMTV also available as an app?

EMTV is not available as an app.

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Technical issues

43. The video does not start.

If a video does not start playing, please take the following steps:

  • First, try reloading the web page by clicking ‘refresh’ in the browser.
  • Have you accepted all cookies?
    • To play the videos, you need to accept all cookies. You can change your preference via "Cookie settings" at the bottom right of the page.
  • How are the privacy settings of your browser?
    • If, despite accepting all cookies, the videos still do not play, your browser's privacy settings may be too strict.
  • Did the pay per concert payment or subscription direct debit succeed?
    • If you have not completed your pay-per-concert payment properly or your EMTV subscription fee collection has failed, you cannot use EMTV (anymore). See ‘My direct debit failed’ for more information or contact us at emtv@oudemuziek.nl. 
  • Is your internet connection stable? 
  • Try starting the video on a different device.

If this does not help, please contact us at emtv@oudemuziek.nl. Please describe the problem in as much detail as possible, indicate which steps you have already taken, and state on which type of device and in which browser the problem occurs. Based on this information, we will try to help you.

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44. The video falters or keeps buffering.

A stable internet connection is important to watch the videos on EMTV without any problems. If a video falters or keeps buffering, it is almost always caused by a poor internet connection. Check your internet speed via www.speedtest.net/en. A minimum internet speed of 20 megabits per second (Mbps) is required to play EMTV videos.

Is your internet speed good, but the video still keeps stalling? Contact us at emtv@oudemuziek.nl. 

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45. The video stops during playback.

A stable internet connection is important to watch the videos on EMTV without any problems. If a video stops during playback, it is almost always caused by a poor internet connection. Check your internet speed via www.speedtest.net/en. A minimum internet speed of 20 megabits per second (Mbps) is required to play EMTV videos.

Is your internet connection fine but the video still stops playing? Contact us at emtv@oudemuziek.nl. 

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46. The video has no sound.

The lack of sound with the video can have several causes.

  • Is the video's sound on?
    • You will see a speaker icon at the bottom right of the video. If you hover the mouse or finger on the icon (do not click), a scroll bar appears. The more blue the slider is, the louder the sound is.
  • Is the sound of the device (desktop computer, laptop, mobile phone, tablet or TV) you are watching on on?
  • Is the latest software (of the operating system and browser or tablet) installed?
  • Have you tried the video on a different device?

Have you followed all the above steps but still no sound? Contact us at emtv@oudemuziek.nl. 

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47. I have problems with my internet connection.

A stable internet connection is required to watch concerts via EMTV. Should you have problems with your internet connection, these are possible solutions:

  • Turn off other devices that are also using your internet connection.
  • Connect your computer or laptop with a LAN cable directly to your router or modem.
  • Check if there is an outage with your internet provider.
  • Check if there is an internet or power failure in your area
  • Disconnect your modem or router from power for 20 seconds. Then turn the modem or router back on.

If you are having problems with your internet connection, check here for possible solutions.

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Customer service

48. How do I contact customer service?

EMTV's customer service can be reached by phone at +31 (0)30 232 9000 and by e-mail at emtv@oudemuziek.nl. Non-urgent questions are best asked via e-mail.
Customer service is available Monday to Friday between 10:00 and 16:00 (CET).

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49. What information does customer service need from me for customer support / a technical query?

Please provide as much detail as possible when contacting customer support, including a full description of the problem you are experiencing with EMTV, the date and time you experienced the problem and whether your problem is specific to one EMTV title. If you ask your question by e-mail, please also attach a screenshot of the problem. It also helps us if you provide specific information about the the device you watch EMTV with (laptop or tablet, which browser, etc.).

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