Support Center

Payments and Access Support Center

Need some help?

Popular questions: how to watch, paid but no access, login issue, streaming issues

How do I watch?

If you’ve already purchased your pass, just go to the same webpage where you made the purchase.

If you are not already logged in, click on the content you’ve purchased and log in using the email and password you’ve set up during registration.

If you purchased your pass via the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

If you haven’t purchased a pass yet, go to the content website, click on the content you want to watch, log in or sign up, and proceed to make your purchase.

Tried the above but still have issues?

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Login issue.

Make sure you are using the same email and password you set up during registration and payment.

This will be the email on which you’ve received the registration and/or payment confirmation.

If you originally logged in via the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

Also, make sure you are logging in on the same website where you made your purchase.

If you are sure you are using the correct email and are on the right page, try resetting your password. See Password reset. for details.

Tried the above but still have issues?

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Password reset.

Click on the content you want to watch.
On the Login screen, click Forgot password?.
Enter your email and click RESET.
Make sure you enter the correct email.
A new window will pop up. Leave it open.
Check your email. You will receive a password reset token. If you don’t see it in your Inbox, make sure to check your Spam and Trash folders.
Enter the token in the first field of the window that popped up previously.
Enter your new password in the second and third field.
Click SET.

Email change.

You can’t change your account’s email once you’ve registered, but we can still help you out.

Just create a new account, make a new payment, and let us know about it. We will make sure to refund your original payment.

Make sure to share with us both the old and the new email address so that we can locate your old account.

Tried the above but still have issues?

CONTACT SUPPORT

Account deletion.

Log into your account.
In the bottom-right corner of the screen, you will see your Account button. Click it.*
Click on My Details.
Click Delete account.
Confirm by clicking DELETE.

*If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

Watching on another device.

You can enjoy your content on a PC, laptop, tablet, phone, or a supported Smart TV regardless of where you’ve made your purchase originally.

In regards to watching on multiple devices at the same time, this will vary between different content publishers.

To find out these details for the specific content you’ve purchased, please contact us directly via the content-issue-related contact info provided on the content website.

Cancel subscription.

For subscriptions made via browser:

Log into your account.
In the bottom-right corner of the screen, you will see your Account button. Click it.*
Click on My Details.
Click on My Subscriptions.
Select the subscription you want to cancel and click Cancel subscription.
Confirm the cancellation by clicking YES, CANCEL.
You will keep your access until the ongoing subscription period expires.

*If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

For subscriptions made via Google Play:

Using an Android phone or a tablet:

On your Android phone or tablet, open the Google Play Store .
Check if you’re signed in to the correct Google Account.
Tap Menu then Subscriptions.
Select the subscription you want to cancel.
Tap Cancel subscription.
Follow the instructions.

Using a computer:

Go to play.google.com.
Check if you’re signed in to the correct Google Account.
On the left, click My subscriptions.
Select the subscription you want to cancel.
Click Manage and then Cancel Subscription.

For subscriptions made via Apple iTunes:

Using an iPhone or iPad:

Open the Settings app.
Tap your name, then tap Subscriptions.*
Tap the subscription that you want to manage.
Choose a different subscription option, or tap Cancel Subscription.
If you don’t see Cancel Subscription, the subscription is already canceled and won’t renew.

*If you don’t see Subscriptions in the Settings app, tap iTunes & App Store instead. Tap your Apple ID (which is usually your email address), then tap View Apple ID. Sign in, scroll down to Subscriptions, then tap Subscriptions.

Using a computer:

Open iTunes.
From the menu bar at the top of the iTunes window, choose Account, then choose View My Account. You might be asked to sign in with your Apple ID.
Click View Account.
Scroll to the Settings section. Next to Subscriptions, click Manage.
Click Edit next to the subscription that you want.
Choose a different subscription option or click Cancel Subscription.
If you don’t see Cancel Subscription, then the subscription is already canceled and won’t renew.

Tried the above but still have issues?

CONTACT SUPPORT

Paid, but no access.

Make sure you are logging in with the same email and password you set up during registration and payment.
This will be the email on which you’ve received the registration and/or payment confirmation.

If you used Facebook, Google or Twitter to sign up and pay, make sure you use them now as well.

If you are sure you are using the correct account, try the following:

Refresh your browser page.
Make sure you are not using a VPN.
Clear your browser’s cache and cookies. Here is how to do it.
Access the website via private/incognito mode. Here is how to do it.
Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
Try using a different device.
Try using a different network like another WiFi connection, 4G or a Hotspot.

Performing the Strong Customer Authentication steps (EU only)

For EU payments, our system supports SCA (Strong Customer Authentication). This means that after completing a payment on the paywall screen, you will sometimes be prompted to confirm that payment with your bank before it can be marked as successful.

By default, you will be asked to perform the SCA right after you complete the payment on the paywall.

However, if this wasn’t the case, just follow these steps to complete the authentication:

Go to your Inbox (or Spam/Trash folders).
You will find an email with the subject Payment Authentication Required. Open it.*
Click the Confirm Payment button.
You will be redirected to your bank’s chosen method of authentication.
Follow your bank’s instructions and complete the SCA.
Once you’re done, your payment will be confirmed in our system and you will have access to your content.

*If you cannot find the Payment Authentication Required email, go ahead and make a new payment, completing the SCA right afterwards. This doesn’t mean you will have to pay twice, since your original payment was never actually processed due to the SCA not having been completed.

In-app payments

If you’ve made a purchase via Google Play or Apple iTunes but you still don’t have access to the content, try the following:

For Google Play:

Check if you are logged in with the correct Google account on your device.
Open the app where you made your purchase.
Go to the account and subscription details, and tap the Restore button.
Don’t worry, restoring your purchase does not mean you have to pay again.
Restart the app, if needed.

For Apple iTunes:

On your iOS device, tap Settings.
Go to iTunes & App Stores.
Tap your Apple ID and password.
Tap Sign Out.
Enter your Apple ID (the same one as the one used to purchase).
Open the app where you made your purchase.
Go to the account and subscription details, and tap the Restore button.
Confirm your password if necessary.
Don’t worry, restoring your purchase does not mean you have to pay again.
Restart the app, if needed.

Tried the above but still have issues?

CONTACT SUPPORT

Payment failed.

For credit card payments:

Make sure you are using a supported card: Visa, Master Card, Discover, Diners Club, American Express, and UnionPay.
The following cards are not supported: JCB.
Make sure you are entering the card info correctly and manually. Don’t use copy/paste.
Contact your bank. Make sure there are no issues with the card or bank account, that you have enough funds, that online payments are enabled, and that your bank is not blocking the payment.
Clear your browser’s cache and cookies. Here is how to do it.
Access the website via private/incognito mode. Here is how to do it.
Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
Try using a different device.
Try using a different card.
Try using a different payment method (PayPal, Direct Debit, etc), if one has been made available on the final payment screen.

For in-app payments:

Restart your device.
Uninstall and reinstall the app where you’re making the purchase.
Make sure there isn’t an issue with your in-app payment account and that it has been set up with a valid payment method.
Make sure there isn’t an issue with your bank account or card and that you have enough funds.
Try using a different device.

Tried the above but still have issues?

CONTACT SUPPORT

Do I get a receipt?

Upon payment, your receipt/invoice will be automatically sent to the email address you used to make your account and payment.

If you don’t see the receipt in your Inbox, make sure to check your Spam and Trash folders.

Tried the above but still have issues?

CONTACT SUPPORT

Voucher code use.

Click on the content you want to watch.
Log into your account or Sign up for a new account.
If there are multiple price options, select the one you want to purchase. Note that some vouchers might only be applicable for specific price options.
On the final screen where you enter your payment details, click add voucher.
Enter your voucher code.
If the code is valid, you will see the price change at once.
Finish by clicking PAY or SUBSCRIBE.

Note: When using a 100% discount voucher to purchase a one-time-pass, you don’t have to enter any payment details. However, when using a 100% discount voucher for a subscription, you will still have to enter your payment details. This is so our system knows where to charge the future payments for that subscription.

Tried the above but still have issues?

CONTACT SUPPORT

Credit card change.

Log into your account.
In the bottom-right corner of the screen, you will see your Account button. Click it.*
Click on Card details.
Enter your new card details.
Your cards are divided by currency.
If you have purchased content in multiple currencies, there will be multiple card records, even if you’ve used the same card. So make sure to update all records.
Click UPDATE.

*If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.
Note that you can only change your credit card if you have an active subscription, outside of a trial period. For one-time-payments or subscriptions that are still in their trial period the credit card cannot be changed.
Note also that you cannot delete your credit card info. For that, you will need to delete your entire account. See Account deletion, to learn how to do this.

Tried the above but still have issues?

CONTACT SUPPORT

Check subscription or pay-per-view pass details.

Log into your account.
In the bottom-right corner of the screen, you will see your Account button. Click it.*
Click on My Details.
In the My Purchases tab you can see details about your one-time Pay-Per-View passes.
In the My Subscriptions tab you can see details about your Subscriptions.

*If you don’t see the Account button in the bottom-right, look for a Profile, My Account or similar button in the navigation menu of the webpage, usually at the top right. From there, the steps should be the same.

Tried the above but still have issues?

CONTACT SUPPORT

Where do I watch?

If you’ve already purchased your pass, just go to the same webpage where you made the purchase.

If you are not already logged in, click on the content you’ve purchased and log in using the email and password you’ve set up during registration.

If you purchased your pass by using the Facebook, Google, or Twitter login buttons, make sure to use them now as well.

“Sorry, this media is offline.” message.

This means that the video is no longer available for watching.

You can try refreshing your page or accessing the page from another device.

If the issue persists, please contact us directly, via the contact info on the website.

Bad streaming quality. / Problem with the content.

Try the following:

Refresh your browser page.
Disconnect all other devices connected to your network and disable all background applications currently running in order to increase your connection speed.
Clear your browser’s cache and cookies. Here is how to do it.
Access the website via private/incognito mode. Here is how to do it.
Try using a different browser (Chrome, Mozilla, Safari, Edge etc.).
Try using a different device.
Make sure you are not using a VPN.
Restart your router.
Restart your device.
Try using a different network like another WiFi connection, 4G, 5G or a Hotspot.

If the issue persists, please contact us directly, via the contact info on the website.

Watching on another device.

You can enjoy your content on a PC, laptop, tablet, phone, or a supported Smart TV regardless of where you’ve made your purchase originally.

In regards to watching on multiple devices at the same time, this will vary between different content publishers.

To find out these details for the specific content you’ve purchased, please contact us directly via the content-issue-related contact info provided on our website.

Can I watch on a TV, Chromecast, or AirPlay?

Smart TVs

Watching on your Smart TV will largely depend on the model of your TV.

Certain models will allow streaming without any issues, but others might not, which is why we normally recommend using a computer, laptop, tablet or another device to enjoy your content.

To stream on a Smart TV, you would use your TV’s browser to visit the webpage, log in, and watch the stream just like on your computer or tablet.

As an alternative to your TV’s default browser, you can also try the Puffin TV browser app, which might work in cases where your TV’s default browser does not. Of course, you would need to have a TV that supports the installation of new apps to install Puffin TV.

Chromecast

For Chromecast, this will depend on the player.

If you see the usual Chromecast icon in the video player, then Chromecast is supported. If the icon is not there, Chromecast is likely not supported with that video.

Note that the same goes for AirPlay as well.

For more info, please contact us directly via the contact info provided on the website.

Replay availability.

For this and all other content-related questions, please contact us directly via the content-issue-related contact info provided on the website.

Missing content.

For this and all other content-related questions, please contact us directly via the content-issue-related contact info provided on the website.

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First choose your question above.

Your Sports & Entertainment Channel

Payments and Access Support Center

Need some help?

How do I watch?

Login issue.

Password reset.

Email change.

Account deletion.

Watching on another device.

NEED TO CONTACT US?