FAQ #
Short answers to the things club admins ask us most. They are grouped by topic, so use the headings to jump to what you need. Where there is more to know, each answer points you to the page that covers it in full.
Getting started #
What is the admin dashboard?
The dashboard is your control panel for running your club's channel. From here you create and schedule streams, manage your on-demand library, set up plans, look after fans, and run live broadcasts from Studio. Fans never see the dashboard: they watch on your channel. See Getting started.
How do I set up my channel for the first time?
Start in Settings. Under Channel, General holds your currency, time zone and statement descriptor, and Theme holds the Channel display name fans see, your Channel Logo, colours and cover images. Then add your teams and leagues under Teams and leagues and start creating streams. See Channel setup.
Can more than one person manage the channel?
Yes. Invite colleagues in Settings > Account > User management with Add user, then Invite. Each person gets their own sign-in, so nobody shares a login. Admin accounts are managed there, not in Fans. For the roles you can give, follow the "More about access types and permissions" link on that page.
Do I need any special equipment to broadcast?
You need a camera or capture source and broadcasting software or a hardware encoder to send your video. The dashboard gives you the Stream URL and Key (or Audio Endpoint for audio) to put into your encoder, and Studio lets you control and monitor the broadcast. See Streams: live setup.
Streaming #
How do I run a live broadcast?
Create the stream on the Live Streams page, link a stream key to it, point your encoder at the Stream URL and Key, then open the stream with its Live Studio button. With a manual go-live, press GO LIVE when you are ready. The full walkthrough is in Streams: live setup.
What is a stream key and why does it matter?
A stream key is what connects your encoder to a stream. Keys belong to your channel, not to a single stream: you create them once under Settings > Stream > Stream keys and reuse them. You link a key to a stream on the Complete step (Stream Input) or in Studio (Input, then Link Input). Keep the Stream URL and Key private. See Stream keys.
Can I schedule a broadcast in advance?
Yes. Set a stream up ahead of time with its date, time and details, and publish it with Publish and make visible so fans see it as upcoming. On the Scheduling step you choose when it goes live and whether it stops automatically. See Scheduling streams.
Why will my stream not go live?
The usual causes are no stream key linked, an encoder that is open but not sending, or a stream set to manual go-live. Check the key under Input in Studio, confirm the preview shows your feed, and press GO LIVE for a manual stream. See Troubleshooting.
Can I run the same fixture every week without rebuilding it?
Yes. Choose Duplicate from a stream's row menu. The copy keeps the format, teams and settings but clears the fixture date and go-live dates, so you set the new date and opponent. Nothing is saved until you press Continue on the Details step. See Scheduling streams.
Why can fans not see my stream?
Check that it is not a Draft, that you published it with Publish and make visible (or turned its eye icon on), that it is upcoming or live, that it is not a private stream for groups the fan is not in, and that the fan's country is not excluded under Rights management. See Troubleshooting.
Content and on-demand #
What happens to a stream after the broadcast ends?
Every live stream is recorded. After it stops, its status shows Processing while the recording is prepared. The recording becomes a replay for fans only if Make available On-Demand was switched on for that stream, and only from the availability time you chose. See On-demand.
Can I upload videos that were not streamed live?
Yes. Go to On Demand > Media, open the Uploads tab, and drop your files or select Upload (mp4, mov and mp3 are supported). Then select the uploads and press Add to library. See On-demand.
How do I link content to my teams and leagues?
A fixture stream asks for Your Team, League and Opposition Team on its Details step. An Other stream has an optional "Link this stream to specific team(s) and league(s)?" picker. Set your teams and leagues up first. See Teams and Leagues & competitions.
Plans, payments, and revenue #
How do fans pay to watch?
On each stream's Access & Monetisation step you choose Plans and Pay-Per-View, Pay-Per-View only, Plans only or Free. Plans are sold under Monetise > Plans and can be once-off or recurring. See Plans & pricing.
How do I set up a subscription plan?
Go to Monetise > Plans and select Create plan. The wizard walks through Details, Geographic Availability, Pricing & Promotion, Validity and Content, then lets you Save as Draft, Publish or Publish and make visible. See Plans & pricing.
Can I charge different prices in different countries?
No. A plan has one Default price in your channel currency, plus optional promotional offers. You can stop a plan being sold in certain countries on its Geographic Availability step. See Plans & pricing.
Where do I see how much my channel has earned?
Go to Insights > Revenue. Overview shows Gross Income, Refunds and Net Income for a date range. Sales shows a line-by-line report, including taxes, with a "Latest data update:" time. The figures update on their own. See Revenue & reporting.
A fan asked for a refund. Can I issue one?
Yes. Find the fan in Viewers > Fans, open Billing history, and select Refund on the payment. The refund dialog has an "Issue free" switch that starts on, so the fan keeps access to that plan or matchpass. Turn it off if the refund should also remove their access. The refund is sent straight away; the fan's bank usually takes 5 to 10 working days to show it. See Fan management.
A fan says they were charged after cancelling. How do I check?
Look under Auto-renew off in Monetise > Subscriptions, and for a "Cancels at" date in the fan's Billing history. See Fan management.
Fans and access #
How do I give a fan access without charging them?
Find the fan in Viewers > Fans, open Plans & Matchpasses and select Grant free access. Pick a live stream, on-demand item or plan, add an optional reason, and select Grant. There is no expiry field and no way to revoke a grant from the dashboard, so grant deliberately. See Fan management.
A fan says they paid but cannot watch. What do I do?
Search for them in Viewers > Fans (type at least 3 characters). Open Plans & Matchpasses to see whether the purchase is listed, then Billing history for the payment. If needed, use Grant free access. Also check the stream's visibility, privacy and country restrictions. See Troubleshooting.
A fan wants to undo their account deletion. Can I?
Yes, within 30 days of the deletion being scheduled. Open the fan's profile, go to the Authentication tab and select Cancel Deletion. Use Cancel Deletion, not Enable Account: Enable Account lets the fan sign in again but does not stop the deletion. Their subscriptions are not restored, so the fan has to turn auto-renew back on. See Fan management.
Does suspending a fan stop their subscriptions?
No. Suspending blocks sign-in only. Their subscriptions keep renewing, so cancel them with Cancel Plan on the fan's Billing history if the fan should not be charged. See Fan management.
How do I get more help?
If you have worked through the relevant guide and the troubleshooting steps and are still stuck, contact Matchday Live support. Telling us your channel, the content affected, and exactly what you saw helps us help you faster. See Troubleshooting.
Next steps