Troubleshooting #

Most problems clear up with one or two simple checks. This page walks through the issues fans run into most often, with the quickest fix for each. Work through the steps in order, and the first one or two usually do the trick.

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 small typo or a forgotten password rather than a problem with your account.

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. ●

   Reset your password

   If you are still stuck, select Forgot password? on the sign-in screen. We email you a reset code so you can set a new password. See Account & sign-in for the full walkthrough.

3. ●

   Check your inbox for codes

   If you are asked for a confirmation or one-off code and it has not arrived, wait a moment and look in your spam or junk folder, then request a new code. Always use the most recent one, as codes expire quickly.

The video will not play or keeps buffering #

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

1. ●

   Check your connection

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

2. ●

   Refresh or restart

   Refresh the page in your browser, or close the app fully and open it again. This clears up the great majority of one-off glitches.

3. ●

   Lower the quality

   If the picture keeps pausing to load, open the player's quality control and choose a lower setting, or switch it to Auto. A softer picture that plays without interruption is better than a sharp one that keeps stopping.

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.

The sound or picture quality is off #

1. ●

   Check the basics

   Make sure the player is not muted and your device volume is up. If subtitles are on or off when you did not expect, toggle them from the player controls.

2. ●

   Refresh to resync

   If the sound is out of step with the picture, refresh the page or restart the app. This re-syncs the stream and usually puts it right.

3. ●

   Give it a moment to sharpen

   A stream can start a little soft and sharpen up after a few seconds as it settles. If it stays blurry, check your connection and try a higher quality setting.

My payment or subscription is not recognised #

If your content is locked even though you believe you have paid, check the state of your subscription first.

1. ●

   Check your subscription

   Go to Account and select Subscription to see your plan and renewal date. If it shows as expired or cancelled, you can resubscribe from there. See Subscriptions & billing for more.

2. ●

   Look for a failed payment

   If a renewal did not go through, you will usually have a notice and a short grace period to fix it. Add a working card under Account > Payment Methods and the payment will retry.

3. ●

   Sign out and back in

   If your subscription looks active but content is still locked, sign out and back in. That refreshes your access and clears up most mismatches.

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. Some fixtures may not be available to stream because of broadcasting arrangements.

2. ●

   Use fixtures and search

   Look in the fixtures or schedule area to see what is live and what is coming up, or use search to go straight to a match by name or date.

3. ●

   Check the timing

   A live match appears with a Live label once it starts. Before then it sits in the upcoming fixtures. Replays and highlights appear a little while after the final whistle.

Quick-scan: common symptoms #

Still stuck? #