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, handle fans, and monitor live broadcasts. Fans never see the dashboard: they watch on your channel's website and apps. See Getting started.
How do I set up my channel for the first time?
Start with the channel setup, where you add your club's branding, contact details, and basic information. Once that is in place you can add teams and leagues and start scheduling content. See Channel setup.
Can more than one person manage the channel?
Yes. You can invite colleagues so each has their own admin sign-in, rather than sharing a single login. Multiple admins can even work in the same live broadcast at once. See Fan management for managing accounts.
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 tells your software where to send the feed and lets you control and monitor the broadcast. See Streams: live setup.
Streaming #
How do I run a live broadcast?
You create the stream in the dashboard, connect your broadcasting software using the server URL and stream key, then go live from Studio 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 the private value your broadcasting software uses to send video to your channel. It must be linked to a stream before that stream can go live. Treat it like a password and never share it or show it on screen. See Stream keys.
Can I schedule a broadcast in advance?
Yes. You can set up streams ahead of time with a date, time, and all their details, so they appear to fans as upcoming fixtures and are ready for you to go live when the day comes. See Scheduling streams.
Why will my stream not go live?
The most common causes are a stream key that is not linked, or broadcasting software that is open but not actually sending. Check both, then confirm the incoming feed appears in Studio before going live. See Troubleshooting.
Can I run the same fixture every week without rebuilding it?
Yes. Rather than creating each stream from scratch, duplicate an existing one. It copies your settings, so you only update the opponent and the date. See Scheduling streams.
Content and on-demand #
What happens to a stream after the broadcast ends?
Every live stream is saved automatically as an on-demand replay. Once you end the broadcast, the recording is prepared and then appears in your on-demand library for fans who missed it live. See On-demand.
Can I upload videos that were not streamed live?
Yes. You can upload existing video, such as highlights or interviews, into your on-demand library. After uploading, the video is prepared for playback before it can go live. See On-demand.
How do fans find a particular match or video?
Content appears in your channel's listings, and you can link videos and streams to the relevant team or league so they surface in the right places. Linking content well makes it much easier for fans to find. See Teams and Leagues & competitions.
Plans, payments, and revenue #
How do fans pay to watch?
You decide per stream or video whether it is free, a one-off pay-per-view purchase, or available only with an active plan. Plans are your recurring subscriptions. See Plans.
How do I set up a subscription plan?
You create a plan in the dashboard, set its price and billing cycle, and choose the content it unlocks. Once published, it appears for fans to buy on your channel. See Plans.
Where do I see how much my channel has earned?
The Revenue area shows your sales, individual transactions, and refunds. Bear in mind that figures can take a few hours to settle, so very recent activity may not appear straight away. See Revenue.
A fan asked for a refund. Can I issue one?
Yes. Open the fan in Fan Management, find the transaction in their Billing tab, and issue the refund from there. It then appears in your Revenue reports once it has settled. See Fan management.
Fans and access #
How do I give a fan access without charging them?
Open the fan in Fan Management and grant a free pass to a stream, video, or plan. This is useful for guests, competition winners, or as a goodwill gesture while a fan sorts out a payment. See Fan management.
A fan says they paid but cannot watch. What do I do?
Open their profile in Fan Management and check the Subscriptions tab for an active plan, then the Billing tab for any failed payment. Asking the fan to sign out and back in often refreshes their access. See Troubleshooting.
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