Emails and messages from your club #
Your club's channel sends you emails when something happens to your account, a purchase, a subscription or a card. Every email carries your club's name and branding. This page lists each one by its subject line, tells you when it arrives and what to do next, and covers the text messages and on-screen messages you may also see. In the subject lines below, [club] stands for your club's name, [plan] for a plan's name and [match] for a match or video title.
Account emails #
| Subject line | When it arrives | What to do |
|---|---|---|
| "Verify your account for [club]" | You sign up, select Resend, or ask for a new link from Verify my account or Send verification link | Select Verify my account (or Verify, for an address you are confirming later) in the email. The email says the link is valid for 7 days |
| "You have been invited to join [club]" | Your club creates an account for you, or sends you a new temporary password | Select Sign in in the email. It signs you in with the temporary password shown in the email, then asks you to create your own password |
| "Reset your password for [club]" | You select Forgot password on the sign-in page or Update password on your profile, or your club resets your password for you | Select Reset password in the email. The email says the link is valid for 7 days |
| "Your [club] password has been reset" | Your new password has been set | Nothing. If you did not make the change, contact support straight away |
| "Account transfer request on [club]" (to your new address) | You start moving your account to a different email | Select Verify email in the email to finish the transfer |
| "Account transfer request on [club]" (to your old address) | Someone asks to move your account to a different email | Nothing if it was you. If it was not, select Reset password in the email |
| "Welcome to [club]!" | You verify a new account on a club that uses its own single sign-on | Nothing |
| "Your account on [club] has been suspended" | Your club suspends your account | Contact your club. The email mentions deadlines and cancelled subscriptions, but nothing happens automatically: you can't sign in until your club lifts the suspension, and your subscriptions keep renewing. See Suspended, closed or reactivated accounts |
| "Your [club] account has been reactivated" | Your club lifts a suspension | Select Sign in |
| "Your account on [club] is scheduled for deletion" | You delete your account, or your club schedules it for deletion | Check the deletion date in the email. It is 30 days away. If you change your mind, contact your club before then |
| "Your account deletion on [club] has been cancelled" | Your club cancels a scheduled deletion | Select Sign in. Your subscriptions don't restart on their own, so check Your subscriptions and turn auto-renew back on if you want a plan to continue |
| "Your account on [club] has been permanently deleted" | 30 days after the deletion was scheduled | Nothing. To come back, create a new account |
Purchase emails #
| Subject line | When it arrives | What to do |
|---|---|---|
| "Purchase Confirmation: [match] on [date] at [time]" | You buy a live stream | Keep it. It has a Watch now link, your purchase reference and a Download invoice link |
| "Purchase Confirmation: [match]" | You buy an on-demand video | Keep it. It has a Watch now link and a Download invoice link |
| "Subscription Confirmation: [plan]" | You buy a monthly or yearly plan | Check the next billing date and total |
| "Purchase Confirmation: [plan]" | You buy a one-off plan | Check the Plan validity dates |
| "You've been granted free access to [item] on [club]" | Your club gives you a plan or match for free | Select Watch Now |
Subscription and renewal emails #
| Subject line | When it arrives | What to do |
|---|---|---|
| "Reminder of upcoming payment for [plan] subscription" | Before a renewal payment | Check the card and total. Select Manage plan to make changes |
| "Your [plan] Subscription Has Renewed" | A renewal payment went through | Nothing. It has a Download invoice link |
| "Good news - Your [plan] subscription is on Promotion!" | Your club adds a promotion to your next renewal after the renewal reminder has already gone out | Nothing. It shows the old and new amount |
| "Pricing update to your [plan] Subscription" | Your club is changing the plan's price. It arrives 30 days before the change | Check when the new price starts. If auto-renew is off and your plan ends first, the change does not affect you unless you turn auto-renew back on |
| "Payment Failed for Your [plan] Subscription" | A renewal payment did not go through | Select Update payment method or Retry payment within 3 days. See When a renewal payment fails |
| "Your Payment Method Has Been Successfully Updated" | An overdue subscription has been paid and is active again | Nothing |
| "Subscription Cancellation: [plan]" | A renewal payment was still overdue after 3 days, so the subscription was cancelled | Select View Plans to buy a plan again |
| "Your [plan] Subscription Has Been Cancelled" | Your subscription was cancelled because a payment failed | Select View plans to buy a plan again |
| "Your [club] Subscription Has Been Cancelled" | Your club cancelled your subscription. This is the only email you get about it | You keep access until the end of the period you paid for. Contact your club if you were not expecting it |
| "Auto-Renewal Disabled for Your [plan] Subscription" | You turn off auto-renew | Nothing. The email shows the date your access lasts until |
| "Auto-Renewal Enabled for Your [plan] Subscription" | You turn auto-renew back on | Nothing. The email shows your next billing date |
| "Your [plan] Subscription Has Expired" | Auto-renew was off and your paid period has ended. It also arrives straight after the cancellation email when an overdue subscription is cancelled for non-payment | Select View plans if you want to come back |
Card and refund emails #
| Subject line | When it arrives | What to do |
|---|---|---|
| "New Payment Method Added on [club]" | You save a new card | Nothing. If you did not add it, contact support straight away |
| "Your Default Payment Method Has Been Updated" | A card becomes your default | Nothing. Future payments use this card |
| "Your Refund Has Been Processed: [item] ([amount])" | Your club refunds you | Check the amount and the card it goes back to. The refund is sent straight away. Your bank usually takes 5 to 10 working days to show it, and a refund soon after the purchase may show as the original charge disappearing instead |
Notices from your club #
Your club can email everyone who bought a particular stream, or everyone with an active subscription to a particular plan. These notices reach you whatever your communication preferences say.
| Subject line | When it arrives | What to do |
|---|---|---|
| Your club's own subject line | Your club has news about a stream or plan you paid for | Read it. It may have a button from your club |
| "Important Update for [match]", with the stream date | A stream you bought, or one your plan includes, will be blocked in some countries | Check the list of countries. Select View Available Countries to see where it can be watched |
Text messages #
The only text messages Matchday Live sends are verification codes. You get one when you verify your account by text instead of email, or when you add or change your mobile number. Each text has your club's name and the code. Some also start with your name and your username (your email address).
Turning on Text Message Notifications in your communication preferences does not mean you will get texts from Matchday Live. See Choosing what we send you.
Messages on screen during a match #
Your club can send a short message to everyone who has its site open at that moment.
- A message for the whole site appears as a bar across the top of the home page.
- A message for viewers appears over the player, for everyone watching any stream on your club's channel at that time.
The bar shows an icon for the kind of message (information, success or a problem), your club's text, and an X to close it. Your club can also take the bar down. These messages only show while you have the site open. If you open the site later, you do not see messages sent before then, and they are not emailed to you.
What we never send #
- No welcome email when you sign up. After an ordinary sign-up, the only email is the one asking you to verify your account. Clubs that use their own single sign-on send a welcome email.
- No match reminders. You do not get an email when a match you bought is about to start. Check the match card or your One-off purchases page for the start time.
- No marketing texts from Matchday Live itself.
Is this email really from my club? #
- It uses your club's name and branding, and the subject lines match the ones on this page.
- Most of its buttons go to your club's own Matchday Live web address. Download invoice opens your invoice from the payment service your club uses. Links to contact the support team open your club's site, and open live chat there if your club has it.
- The Terms of Use and Privacy Policy links at the bottom go to those pages on your club's site.
- The only email that contains a password is the invitation from a club that set up your account, and that password is temporary. None of the standard emails on this page asks you to reply with your password or card details.
- If someone asks to move your account to a different email address, your current address gets an "Account transfer request" email. If you did not ask for it, select Reset password in that email.
If you are not sure, do not select anything in the email. Go to your club's site the way you normally do, sign in, and check your Account pages instead.
Next steps