Subscriptions & billing #

Plans and one-off purchases are what unlock paid live matches and on-demand video on your club's channel. This page explains how plans work, how checkout works, how to read your subscriptions and purchases, how to keep your card up to date, and what happens at renewal and when you turn off auto-renew.

Everything here lives under Account (the person icon in the side menu on a computer, or in the header on a phone), in Subscriptions, One-off purchases, Payment methods and Billing History.

How subscriptions work #

Your club decides how each video or stream can be watched. It can be free for everyone, free for signed-in fans, included in plans, sold on its own as a one-off purchase, or both included in plans and sold on its own. A Premium tag marks paid content. A padlock icon means you do not have access yet.

When you subscribe, you pick a plan and pay for it up front. That gives you access to the content your club has included with that plan. Recurring plans renew automatically at the end of each billing period. You can turn off auto-renew at any time, and you keep access until the end of the period you have paid for.

You can also buy a single match or video without committing to a plan.

Choosing a plan #

Open Plans (in the side menu on a computer, or the header on a phone) to see Choose your plan. The link only appears if your club sells plans. On a computer your club may give it a different name. Each plan shows its name, price, how it is billed and what it includes. Some lines on a plan card have a link or a question-mark icon you can select to read more.

The exact plans, prices, and what each one includes are set by your club, so what you see on your club's channel may differ from the examples above. Set by your club A plan you already have is marked Purchased and shows Manage plan, which opens Your subscriptions. One-off plans are not listed there: find them under One-off purchases. If your club has no plans, you will see "We currently do not have any plans available." If your club archives a plan, it disappears from Choose your plan, but a subscription you already have to it carries on and stays in Your subscriptions.

To buy a single match, open it and select Buy stream (for a live stream) or Buy (for an on-demand video). The button shows the price. If the replay is not open yet, the button also shows when it becomes available. Prices are in the currency your club charges in.

Checking out #

You need to be signed in to check out. When you open something you do not have access to, a pop-up explains how to get it. Depending on the content it offers Sign up to watch (or Sign up to listen), View plans, or Buy stream with the price, and a Sign in or Sign in to your account button if you already have an account.

1. Check your order

   Checkout shows Your details, a Billing address section, and Your cart with the Order total. If your club offers more than one plan, you can select Change plan to pick a different one before you pay.

2. Add a discount code

   If you have a code, enter it in the Discount / voucher field. A code that does not work shows Invalid code.

3. Pay

   Enter your card under Payment details (on a phone, tap Continue to payment first). Your bank may ask you to confirm the payment.

4. Start watching

   When you see Your payment was successful, select Let's go.

If the card is declined, you will see Your payment was unsuccessful and can select Retry payment. If you try to buy something you already own, you will see Duplicate Purchase and the purchase does not go ahead. To leave checkout, confirm Yes, cancel payment, or select No, continue checkout to go back. If your club has live chat set up, a chat button appears in the corner of checkout.

Your subscriptions #

Go to Account and select Subscriptions to open Your subscriptions. It lists recurring plans that are active, expiring, or overdue. A subscription that has ended no longer appears here. If you have none, you will see "You don't have any active subscriptions" and a Browse Plans button.

Each subscription shows the plan name, the price, a status badge, a date line, your next or last payment, and the last four digits of the card it uses.

ACTIVE status

Your subscription is running.

EXPIRING status

Auto-renew is off and the plan ends within 14 days.

OVERDUE status

A renewal payment failed. The date line reads Payment overdue since {date}. See When a renewal payment fails.

The date and payment lines depend on auto-renew. With auto-renew on, they read Renews {date} and Next payment {date}. With auto-renew off, they read Access valid until {date} and Previous payment {date}, and the subscription will not renew.

Each subscription also has a Disable auto-renew or Enable auto-renew button, and an Update payment method button to change the card it uses. Update payment method is hidden while auto-renew is off.

Your one-off purchases #

Go to Account and select One-off purchases. It lists single matches and videos you bought, and one-off plans. Use Search purchases... to find one, and filter by All purchases, Live or On-Demand. One-off plans only appear under All purchases. A match you bought after it had ended counts as On-Demand. If you have not bought anything, you will see "You haven't made any one-off purchases yet".

Each purchase shows its title, Purchased {date}, the price, and status chips that tell you where it stands. Free access in place of a price means your club gave it to you free. A refund shows under the price as Refunded {amount} in full, or Refunded {amount} of {price} for a partial refund. You can usually select a purchase to open the video, or the pre-match page for an upcoming match. Content your club has removed cannot be opened.

Live status

Broadcasting now.

Live {date} status

An upcoming stream. In the last 24 hours it counts down as Live in {HH:MM:SS}.

Delayed status

The start time has passed but the stream has not started yet.

Cancelled status

The stream never went live. A late stream is marked cancelled 4 hours after its start time.

Aired {date} status

The match was broadcast. It may show Replay available {date} {time} (the replay opens then), No replay available, or No longer available.

Unavailable status

You cannot watch it from the country you are in, or your club has hidden it. Your purchase still stands.

No longer available status

Your club has removed or hidden the video.

Access withdrawn status

Your access has been taken away, for example after a refund.

Expiring {date} status

A one-off plan that is still active and ends on that date.

Expired {date} status

A one-off plan that has ended. You may only see this for a short time before it changes to Plan suspended.

Plan suspended status

A one-off plan that no longer gives access, for example because your club removed it or it was refunded. A one-off plan that has reached its end date usually shows this too, once your access has been removed.

Adding or updating a payment method #

Your saved cards live in their own section, whether they are used for a subscription or a one-off purchase.

1. Go to Payment methods

   Open Account and select Payment methods.

2. Add a card

   Select Add payment method. If you have subscriptions in more than one currency, choose the card's currency under Select currency first. Enter your card details in the secure form, then select Add payment method. You will see New payment method added.

3. Keep cards current

   You cannot edit a card's expiry date. When you get a new card, add it, move your subscriptions onto it, then remove the old one.

What you can see for each card #

Card type and last four digits display

Identifies the card at a glance, shown as the card brand and •••• •••• •••• {last 4}.

Expiry date display

Shown as Expires {MM}/{YYYY}. A card that has run out is marked Expired.

Default display

Marks your default card. If you pay in more than one currency, it shows the currency, for example Default (GBP).

Removing a card #

Select Remove on the card, then Yes, remove. You cannot remove a card that a subscription uses, or your last card while you have an active subscription. In that case the screen lists the Affected subscriptions: and What you can do:.

Viewing receipts and invoices #

Go to Account and select Billing History. It lists every transaction with its Transaction date, Description, Payment method, Amount and Invoice, and you can use Search transactions... to find one. A row may be marked Failed, Refunded, or Partial refund: {amount}.

To see an invoice, select the invoice icon (or View invoice on a phone). It opens in a new browser tab.

What happens at renewal #

Recurring plans renew automatically on the date shown on Your subscriptions, using the card on that subscription. You may get a "Reminder of upcoming payment" email before the renewal, and an email confirming the renewal afterwards.

When a renewal payment fails #

If a renewal payment does not go through, you get a "Payment failed" email with a button to update your payment method or retry the payment. On Your subscriptions, the subscription shows OVERDUE and an Attention Required message.

1. Open the overdue subscription

   Go to Account > Subscriptions and find the subscription marked OVERDUE.

2. Assign a working card

   If you need a new card, add it under Payment methods first. Then select Update payment method on the overdue subscription and select Assign next to the card. You will see Payment method updated, and the amount owed is paid.

Messages you may see when a card is declined include Card declined, Insufficient funds and Card expired. If the subscription was already cancelled, buy the plan again from Plans.

Price changes and promotions #

If your club changes a plan's price, you get a "Pricing update to your [plan] Subscription" email 30 days before the change. It shows the current price, the new price, the date the change takes effect and your renewal date. The new price applies from your first renewal after that date. If auto-renew is off and your plan ends before then, the change does not affect you unless you turn auto-renew back on.

If your club adds a promotion after your renewal reminder has gone out, you get a "Good news - Your [plan] subscription is on Promotion!" email with the old and new amounts. You do not need to do anything.

If your club cancels your subscription #

Your club can cancel your subscription. You get one email, "Your [club] Subscription Has Been Cancelled", with a View plans button. The subscription will not renew, and you keep access until the end of the period you paid for. Contact your club if you were not expecting it.

Cancelling your subscription #

There is no cancel button. To stop a subscription, you turn off auto-renew, and it ends at the end of the period you have paid for.

1. Open your subscriptions

   Go to Account and select Subscriptions.

2. Disable auto-renew

   Select Disable auto-renew on the subscription. The Disable auto-renewal? message tells you the date your subscription stays active until. Select Yes, disable. You will see Auto renewal disabled, and we email you to confirm.

When the period ends, the subscription disappears from Your subscriptions and we email you to say it has expired. To come back, buy a plan again from Plans. Single matches, videos and one-off plans never renew, so there is nothing to turn off.

Refunds #

Refunds are issued by your club. You cannot request one in the app, so contact your club. The Terms of Use set out the refund policy. A refund can be for the full amount or part of it.

When your club refunds you:

• you get a "Your Refund Has Been Processed" email with the amount, the card it goes back to and what it was for;
• Billing History marks the payment Refunded, or Partial refund: {amount};
• for a single match, video or one-off plan, One-off purchases shows Refunded {amount} in full or Refunded {amount} of {price}.

A refund usually ends your access to that match or plan, which then shows Access withdrawn (or Plan suspended for a one-off plan). Your club can choose to let you keep access.