Suspended, closed or reactivated accounts #

Your club can suspend your account, and you or your club can close it. This page explains what happens in each case, which emails you get, and what you can do. Your club runs your account, so for anything about your own account the answer comes from your club or from Matchday Live support.

If your account is suspended #

If your club suspends your account you can't sign in. Suspension doesn't cancel your subscriptions or delete your account, and it lasts until your club lifts it. When your club suspends your account, you get an email with the subject "Your account on [club] has been suspended" with a Contact support button. The email doesn't give the reason.

1. Read the suspension email

   Check your inbox and your spam or junk folder for the email from your club. The email mentions deadlines and cancelled subscriptions, but nothing happens automatically: your account stays suspended until your club lifts it, and your subscriptions carry on as before.

2. Contact your club

   Select Contact support in the email. It opens your club's site, with live chat if your club has it. You can also use your club's contact email from the Terms of use page (linked at the bottom of every page), if your club lists one, or email support@matchdaymediagroup.com. Say which club's channel you use and the email address on your account.

3. Ask about your subscriptions

   Your subscriptions keep renewing and you keep being charged while your account is suspended. You cannot sign in, so you cannot turn off auto-renew yourself. If you want your subscriptions stopped while the suspension is in place, ask your club.

Why an account can be suspended #

The Terms of Use say your club or Matchday Live can suspend or close an account, with or without notice, if you break the Terms or put the service at risk. In plain words, the reasons they list are:

• abusive behaviour towards your club, Matchday Live or their support teams, including in chat or email;
• recording, copying, sharing or rebroadcasting any live or on-demand content, including by screen recording;
• payment misuse, such as false refund requests, or chargebacks raised with your bank without contacting support first.

A suspension can be lifted once the problem is sorted out. Repeated or serious breaches can mean your account is closed for good and you lose access to content you bought. The Terms say a suspension or closure does not entitle you to compensation or a refund.

When your account is reactivated #

If your club lifts the suspension, you get an email with the subject "Your [club] account has been reactivated" and a Sign in button. Sign in as normal with your email and password. If you have forgotten your password, select Forgot password on the sign-in page. See Account & sign-in.

When an account is deleted #

You can delete your own account from your Profile, and your club can also schedule an account for deletion. Deletion happens in stages.

1. Deletion is scheduled

   If you delete your account yourself, read the Delete your account? message before you select Confirm. You then see Account scheduled for deletion with the deletion date, and you are signed out. You also get an email with the subject "Your account on [club] is scheduled for deletion", which gives the date. Your account is disabled as soon as the deletion is scheduled, so you cannot sign in or watch during the 30 days. Your subscriptions stop renewing straight away, so you won't be charged again. An overdue subscription is cancelled at once. Deleting your account doesn't refund the current period. See Deleting your account.

2. Until the deletion date

   You can't undo this yourself. If you change your mind, contact your club within 30 days; they can cancel the deletion and restore your account. Once the deletion date has passed it can't be cancelled. If your club cancels it, you get an email with the subject "Your account deletion on [club] has been cancelled" and a Sign in button. Cancelling the deletion doesn't restart your subscriptions: check Your subscriptions and turn auto-renew back on if you want a plan to continue.

3. Deleted for good

   30 days later your personal details (name, email, phone number, saved cards and login) are permanently removed, and you get an email with the subject "Your account on [club] has been permanently deleted". Any subscription still running ends then. Payment and transaction records are kept. To use your club's channel again, create a new account.

Emails at each step #

For every other email you can receive, see Emails and messages from your club.