Troubleshooting #

This page walks through the issues fans run into most often, with the quickest fix for each. Work through the steps in order.

If you are short on time, jump to the symptom that matches what you are seeing in the quick-scan list at the end.

I cannot sign in #

If your email and password are not being accepted, the cause is usually a typo, a forgotten password, or an account that has not been confirmed yet.

1. Check the details

   Make sure you are using the email address you signed up with, and watch for an accidental capital letter or a trailing space. Passwords are case-sensitive.

2. Check you are on the right club's channel

   An account belongs to one club's channel. If you signed up on a different club's site, you need a separate account on this one.

3. Confirm your email

   If you see Verify my account, your email address has not been confirmed. Select it and we send you a new verification link. Open the email and select the link.

4. Reset your password

   If you are still stuck, select Forgot password on the sign-in screen, then Send password reset link. We email you a link to set a new password. See Account & sign-in for the full walkthrough.

If you have had an email saying your account has been suspended, you cannot sign in until your club lifts the suspension, so contact your club. Suspension doesn't cancel your subscriptions, so they keep renewing. If your account is scheduled for deletion, you cannot sign in at all; contact your club within 30 days if you want the deletion cancelled. See Suspended, closed or reactivated accounts.

My verification link does not work #

If you select the link in your verification email and see This link is no longer valid or Verification unsuccessful, select Back to sign in and sign in. If your account still needs verifying, select Verify my account to get a new link, and use the most recent email. If you see Confirm your email address after signing in, select Send verification link. See If your verification link does not work.

The video will not play or keeps buffering #

Playback problems are often about the connection between your device and the internet.

1. Check your connection

   Make sure you are online and that other sites are loading. If your Wi-Fi is weak, move closer to the router or switch to a wired connection.

2. Refresh the page

   Refresh the page in your browser. This clears up most one-off glitches.

3. Lower the quality

   If the picture keeps pausing to load, open the player's settings menu and choose a lower quality.

4. Free up the connection

   Close other apps or devices that are using a lot of internet, such as large downloads or other video streams in the house.

5. Try another browser or device

   If a video still will not start, try a different browser or another device. That tells you whether the problem is with one browser or something more general.

I see an error screen #

When a video cannot play, you see a full-screen page with a title, a message, and a Back to Home button. The title tells you what happened.

Stream error message

The stream could not load. Try again later.

Content not yet available message

The replay is scheduled to open later. The message tells you when to check back.

Content unavailable message

Your club has hidden this content. Check back later or contact your club.

Content no longer available message

Your club has deleted this content, or the link points to something that does not exist. Contact your club for more information.

Content unavailable in your region message

This stream is blocked in the country you are in. See If content is not available where you are.

If your club hides or removes a match or video while you are watching it, playback stops within about half a minute and you see Content unavailable or Content no longer available.

The player itself may also show Unable to load source when a video cannot load. Refresh the page and try again later.

The whole site shows a message instead of the page #

Page currently unavailable message

Your club has put its site into maintenance. Your club may show its own title and message instead. Try again later. Return Home takes you to your club's main website, or back a page.

Page not found message

The address you opened does not exist on your club's site. You are taken back automatically. Check the link, or start from your club's home page.

Domain {address} not setup for Matchday Live message

The web address is not linked to any club. Check the spelling, or find the link on your club's main website.

An error has occurred message

Something went wrong unexpectedly. Select Retry (or Retry payment if it happened while paying). If it keeps happening, contact support.

The sound or picture quality is off #

1. Check the basics

   Make sure the player is not muted and your device volume is up.

2. Refresh

   If the sound is out of step with the picture, refresh the page.

3. Check the quality setting

   If the picture stays blurry, check your connection, then choose a higher quality in the player's settings menu.

I have paid but content is still locked #

If your content is locked even though you believe you have paid, check your subscription or purchase first.

1. Check your subscription

   Go to Account and select Subscriptions. If your plan shows OVERDUE, a renewal payment failed. Add a card under Payment methods, then Update payment method > Assign. That pays the amount owed. You have 3 days from the first failed payment before the subscription is cancelled. See Subscriptions & billing for more.

2. Check whether it has ended

   Your subscriptions only lists active, expiring and overdue plans. One-off plans are listed under One-off purchases instead. If a recurring plan is not there, it has ended. Buy it again from Plans, or select Browse Plans.

3. Check a single match or video

   Go to Account and select One-off purchases. The status chips on each purchase explain what is going on: Delayed (the stream has not started yet), Replay available {date} {time} (the replay opens then), Unavailable (not available in the country you are in, or hidden by your club), Access withdrawn (for example after a refund), or No longer available (your club removed it).

4. Check where you are

   Content can be blocked in the country you are in, even after you have bought it. See If content is not available where you are.

I think I was charged twice #

You cannot buy something you already own: checkout shows Duplicate Purchase instead. To check your payments, go to Account > Billing History. It lists every transaction, including failed ones, and you can open each invoice to compare with your bank statement. Refunds are issued by your club, so contact your club if something is wrong.

I cannot find a match #

1. Check it is on your club's channel

   You watch on your own club's channel, so a match is only there if your club is showing it.

2. Use View all

   Select View all on the Watch Live row to see what is live and coming up, soonest first. On a computer, Schedule in the side menu (if your club shows it) scrolls the home page down to that row. There is no search for matches. See Finding matches and videos.

3. Check the timing

   A live match shows a Live tag while it is streaming. Before then it sits in Watch Live and View all. Finished matches drop out of that list. Whether a replay appears afterwards, and when, is up to your club, and some matches have no replay.

Quick-scan: common symptoms #

Still stuck? #