HEAD

GENERAL


What is the video quality like?

PremierLeaguePass offers adaptive video streaming that adjusts to the current download speed of your connection, from 400kbps all the way up to 4500kbps (HD). You can manually select either 400, 800, 1600, 3000, or 4500kbps to best suit your connection. Alternatively you can select ‘Best Available’ and the player will periodically check your connection and adjust to your speed so it's always delivering the optimal viewing experience, eliminating buffering.

How much Data is this going to use?

The average game will be about 2 - 3GB, obviously this changes depending on the quality of stream you're taking in. Our research suggests this won't be too impactful on most peoples data caps but it's probably a good idea to have a good look at yours and think about how much football you're planning on watching, and adjust your data plan accordingly.

Do I have to watch all the matches live or can I record them and watch at my leisure?

Every single match, all 380 of them can be watched once within the 24-hour window after kick off - live or otherwise. On top of this we're able to offer 250 matches for multiple viewing (on-demand) up until the following round (usually one week, sometimes longer). These matches are prioritised to maximise at the beginning and end of the season, as well as taking into account derbies and those matches that have a top-of-the-table look about them. Due to the League’s financial fair play rules, the 250 matches are of course spread out evenly amongst all clubs, 25 each.

How long is the On-Demand window?

The window for On-Demand games will be from kick off to the start of the following round, so basically a week, but in the international breaks it's more like two, over Christmas it’s more like a few days.

Can I buy a single team pass?

Sadly, we cannot offer such a pass, we think it's a political thing inside the league which might have come up as a result of the financial fair play rules they're implementing. As we see it, a problem would arise if 75 percent of people bought access to Man U games, then Man U would have an argument to get 75% of the revenue and everyone else would be screwed.

How do I get it on my TV?

You can get PLP on your TV using our app if you have a selected Samsung Smart TV. Otherwise the easiest options are connecting a computer up with an HDMI cable. See our connection guide for more info.

Will my internet connection be ok?

You'll need a decent broadband internet connection (DSL/cable or better) of 7Mbps or higher. If you have speed of 12.0 Mbps or more and your computer meets the requirements below, you will be able to enjoy PremierLeaguePass at the highest video quality (4,500kbps HD). Remember lots of factors can affect video quality and this is a guide only!

In what territories is PremierLeaguePass available?

PremierLeaguePass is available to subscribers in New Zealand, the Philippines and Taiwan.

 

RESTRICTIONS


I am getting an 'unavailable in your area' message - what on earth do I do?

This might be because your IP address is resolving to a location outside of one of our territories. Please contact customer support with your IP address (which you can identify through a number of free web services) and they will be able to fix your account to give you access, provided you are not trying to access your account from outside PremierLeaguePass territory.


To contact customer support, you can:

• Send us an e-mail to either supportnz@premierleaguepass.com in NZ, supporttw@premierleaguepass.com in Taiwan), or supportph@premierleaguepass.com for the Philippines.
• Call customer support on 0800 PL PASS (New Zealand), 0809 090 192 (Taiwan) or 1-800-1-116-1165 (Philippines)
• Chat with a customer service representative using the links on site


If I'm overseas can I still keep abreast of all the action?

Sadly, because of our rights agreement, you can only use PremierLeaguePass while you're in New Zealand, Taiwan, or the Philippines.


Can I access my PremierLeaguePass subscription on more than one computer or device at the same time?

PremierLeaguePass only supports one concurrent login per subscription. You cannot access your PremierLeaguePass subscription on more than one computer or device simultaneously, even if they're on the same network. Sharing your PremierLeaguePass account information is prohibited.

 

TECHNICAL

What are the minimum system requirements for PremierLeaguePass?

You'll need a decent broadband internet connection (DSL/cable or better) of 7Mbps or higher. If you have speed of 12.0 Mbps or more and your computer meets the requirements below, you will be able to enjoy PremierLeaguePass at the highest video quality (4,500kbps HD). Remember lots of factors can affect video quality and this is a guide only!


What are the minimum system requirements for Windows computers?

The minimum requirements for Windows computers are:

• Intel Pentium 4 2.33GHz or higher or equivalent AMD processor with a minimum of 2GB of memory and 128MB of video RAM.
• One of the following operating systems: Windows 8 or Windows 7
• Microsoft Internet Explorer, Google Chrome or Mozilla Firefox:
- IE: http://www.microsoft.com/ie
- Firefox: http://www.mozilla.com/firefox
• Macromedia Flash Player 10.1: http://www.adobe.com/products/flash/about/
• Video adapter and monitor: Super VGA (1024x768) or higher.


What are the minimum requirements for Mac computers?

The minimum requirements for Mac computers are:

• Intel Core Duo 1.5GHz with a minimum of 2GB of memory and 128MB of video RAM
• Mac OS X 10.4+
• Mozilla Firefox or Google Chrome
• Macromedia Flash Player 10.1: http://www.adobe.com/products/flash/about/
• Video adapter and monitor: Super VGA (1024x768) or higher.


My internet connection is better than the recommended minimum, but my video is choppy or low quality, how come?

PremierLeaguePass features adaptive streaming which dynamically adjusts the quality of video you receive based on the speed of your connection. If your connection speed fluctuates (many factors can contribute to this such as network congestion during peak times or other devices sharing your connection) PremierLeaguePass detects this and adjusts the quality of the video stream to ensure you can continue viewing content without interruption. Through the following steps you can override this feature and select the bit rate at which you want PremierLeaguePass to deliver content, despite any fluctuations with your connection:
 
• Launch PremierLeaguePass
• Hover over the "Quality" setting indicator and uncheck "Best Available"
• Manually select a bit rate appropriate for your connection

PremierLeaguePass will now stream at the bit rate you chose. If your connection can't cope with the bit rate you've selected, you may experience choppiness in the video playback.

If your video playback is choppy with "Best Available" checked in the video quality settings, this may be an issue with your computer's performance. To resolve, please try the following:

• Make sure your computer is up to date with the latest patches and your video card's drivers are current
• Disable hardware acceleration as it can cause choppy video playback
• Increase virtual memory as it can improve video playback
• Check your anti-virus or firewall settings to make sure they allow traffic from PremierLeaguePass
If you're unsure of how to do any of these things, please consult a qualified computer technician.


Why is my video not playing?
 
Make sure you press play and wait a minute or two for your video to load. If your video still wont play then your issue might be due to the following:
 
• Low Memory - if your computer has less than the minimum 512 MB of memory or you are running many applications at the same time, close all other applications before playing a video.

• Low Bandwidth - it is required that you have either a Cable or DSL modem providing at least 750 kbps download speed. Contact your internet provider if you suspect you are getting less than this speed.

• Caching Issues - Mac users; make sure you aren't using Safari and if you are on Windows try Chrome or Firefox instead of IE.


After I sign in and select a game, I get a spinning circle (or empty black screen or white screen). What should I do?
 
This may be a web browser media player plugin issue, follow these steps to resolve:

• First step, uninstall Adobe Flash Plugin.
• On a PC, do this through your CONTROL PANEL > ADD/REMOVE PROGRAMS.
• On a Mac, drag Adobe Flash Player from applications to your Trash; or use Finder to locate Adobe Flash Player install manager, and uninstall
• Once you have removed Adobe Flash, ***restart your computer***
• Finally, download/install Flash directly from Adobe's website: http://get.adobe.com/flashplayer/

For more troubleshooting steps see our Knowledge Base which is lnked to on the footer of the site.


I have adjusted the quality settings, so why is the video still choppy or low quality?

Typically, poor video quality will be related to one of the following things: Internet bandwidth, CPU utilization, or local software or network conflicts (i.e. security app or content filtering/traffic shaping.)
 
If you're experiencing choppy or low quality video with PremierLeaguePass, please make sure you try accessing with different web browsers such as Firefox or Chrome. If you have the same issues across multiple browsers, please refer to the information below for troubleshooting tips.


Internet Bandwidth

Please ensure that you, or others on your network, are not downloading music, movies, or games while you are using PremierLeaguePass. These activities will consume a large chunk of your bandwidth. Also male sure you shut down any other programs or applications that you have running.
 
To stream video on PremierLeaguePass at the highest available quality you will need a download speed of 12 Mbps or more. You can use this free online tool to check your Internet connection's speed http://www.speakeasy.net/speedtest -- select the New York option as a baseline.
 
Despite having a fast Internet connection, Internet congestion can slow down the delivery of the stream, make it difficult for you to connect, or cause buffering. Often the interruption is temporary. If you repeatedly have problems connecting, please notify your ISP. There are often quick fixes they can make when they learn about your issue.
 
Closed networks, such as the ones found at university campuses, hotels, hospitals, businesses, etc., can cause connectivity issues with live streaming video if certain ports are blocked or restricted.
 

CPU Utilization

If your CPU is running at or above about 75%, you will likely encounter issues such as sluggish or choppy video quality.
 
To check your CPU usage on a Windows computer, press the Ctrl+Alt+Del keys simultaneously and then select "Task Manager."  Your current CPU usage percentage is displayed under the "Performance" tab.
 
To check your CPU usage on a Mac OSX computer, launch the Activity Monitor application. Your current CPU usage percentage is displayed under the CPU tab.
 
If you're experiencing high CPU utilization, close any unnecessary applications to help save CPU resources. Also, please check your CPU utilization while the media player is running.
 

Local Software or Network Conflicts

Try disabling any firewall, security applications, or antivirus software that is running. These applications, e.g., Avast, Norton, McAfee, etc., can affect the video quality of video streaming applications like PremierLeaguePass.
 

Adobe Flash Suggestions

To access "Adobe Flash Player Settings", launch PremierLeaguePass and right-click anywhere within the video player, then select 'settings' from the menu.
 
Along the bottom of the "Adobe Flash Player Settings" menu, you'll find five tabs.
 
Click the third tab from the left it looks like a file folder with green arrow, then move the slider bar to the right until it is higher than 100 KB.
 
Next, click the leftmost tab that looks like a monitor and uncheck the box that says "Enable hardware acceleration." If the "Enable hardware acceleration" box is already unchecked, try checking the box. 
 
Clear your browser cache and cookies, relaunch your browser, and check for improvement in the video quality.
 

HELP


How do I get help during games?

• Send us an e-mail to either supportnz@premierleaguepass.com (NZ), supporttw@premierleaguepass.com (Taiwan), or supportph@premierleaguepass.com (Philippines).
• Call customer support on 0800 PL PASS (New Zealand), 0809 090 192 (Taiwan) or 1-800-1-116-1165 (Philippines)
• Chat with a customer service representative using the live chat link at the bottom of the site.


 

MOBILE

I have the volume turned up on my iPad but I can't hear the sound from PremierLeaguePass. How can I fix this?

If you have the volume turned up on your iPad but still don't hear any sound from PremierLeaguePass, make sure the side switch (mute) is not turned on. If the side switch is set to mute, adjusting the volume will still be indicated by the on-screen display, some applications may still play audio but PremierLeaguePass will not.
 
In your iPad settings if you set your side switch to "Lock Rotation" instead of "Mute", the side switch will no longer affect the audio on PremierLeaguePass. If you don't hear any sound from PremierLeaguePass with the side switch set to "Lock Rotation", your iPad is most likely muted. To check if your iPad is muted, double tap the home button which will open the multitasking bar. Swipe your finger to the right to access the multitasking bar controls. Make sure your iPad is not muted, this is indicated by a line crossed through the speaker icon. To mute or unmute your iPad, tap the speaker icon. If your iPad is muted, adjusting the volume will still be indicated by the on-screen display, certain applications may still play audio, but PremierLeaguePass will not.


Why can't I stream video on my computer and mobile device at the same time?

PremierLeaguePass only supports one concurrent log-in per subscription. You cant access your PremierLeaguePass subscription on more than one computer or device simultaneously, even if they're on the same network.
 
Sharing your PremierLeaguePass account information is prohibited.


Is AirPlay for iOS devices supported?
 
Yes, AirPlay for iOS devices is supported for use with PremierLeaguePass Mobile. In order for AirPlay to work with your Apple TV, please make sure it's running firmware 4.3 or higher.


Is PremierLeaguePass available on my mobile device?

Initially PremierLeaguePass will be available through the Apple app store for iPhone and iPad and on all Samsung android devices running Android 2.3 and up. If your device is not mentioned here, send us an e-mail to either supportnz@premierleaguepass.com (NZ), supporttw@premierleaguepass.com (Taiwan), or supportph@premierleaguepass.com (Philippines), and we'll look into it.


How much does PremierLeaguePass Mobile cost?

 
PremierLeaguePass Mobile is available as a free download, although a paid subscription to PremierLeaguePass is required to view games. There may be additional fees charged by your cell phone provider for data usage associated with the use of PremierLeaguePass Mobile. Please contact your cell phone provider for details regarding their pricing policies.


Why do I keep getting a message that my session has timed out?
 
It is likely that you are logged in to more than one device (i.e. computer, smart phone, or tablet) at the same time. Please make sure you use your PremierLeaguePass account on one device at a time.


My device isn't supported by PremierLeaguePass. When will more devices be supported?
 
We're currently looking into our next targets for development - send us an email to either supportnz@premierleaguepass.com (NZ), supporttw@premierleaguepass.com (Taiwan), or supportph@premierleaguepass.com (Philippines) and we’ll put your device on the list.


Why do I have to sign in to use PremierLeaguePass Mobile?
 
To stream video on PremierLeaguePass Mobile, you'll need a paid subscription to PremierLeaguePass. You can purchase a subscription at PremierLeaguePass.com, or through the PremierLeaguePass Mobile app itself.

Reminder: simultaneous access on more than one device with the same account information is prohibited (i.e. accessing on your computer and on your tablet at the same time).

I'm getting a message that my connection speed is insufficient for streaming video but I can still hear audio. What's going on?
 
If you receive this message in PremierLeaguePass Mobile, your connection speed is not currently fast enough to support streaming video. PremierLeaguePass Mobile will still play the audio portion of the stream so you can listen without interruption to the content you were viewing.
 
Although your connection speed may be faster than the minimum recommended speeds, temporary fluctuations or dips in your connection speed may cause this message to display. It is also recommended that you close any other music or video streaming applications, pause any downloads, and shut down any other computers or devices accessing your network while watching PremierLeaguePass.


Why is the video choppy or taking a long time to start on PremierLeaguePass Mobile?

 
PremierLeaguePass Mobile works best over 4G/3G and Wi-Fi networks. Slower networks or internet connection speeds can reduce the video quality available in PremierLeaguePass Mobile. Contact your ISP or mobile phone provider if you suspect you are getting less bandwidth than you should.


I downloaded PremierLeaguePass Mobile. Why can't I access live streaming games?
 
To stream video on PremierLeaguePass Mobile, you'll need a paid subscription to PremierLeaguePass. You can purchase a subscription at PremierLeaguePass.com, or through the PremierLeaguePass Mobile app itself.

 

BILLING AND REGISTRATION

What does 'username not available' mean?

Unfortunately, either another fan has already chosen the username you were trying to register, or the username is prohibited.


What should I do if my e-mail address is already in use?

 
Most likely, you previously signed up for an PremierLeaguePass account. Please click the "Forgot my password" link to retrieve your password.


I have a promo code. How do I redeem it to get a discount?
 
After selecting which PremierLeaguePass subscription you want to purchase, enter your promo code into the "Promo Code" field in the order summary. Click "Redeem" and your price will change to reflect the promotion.


How can I pay for PremierLeaguePass?
 
PremierLeaguePass accepts all major Credit Cards or Visa/Mastercard Debit Cards for payment. If you don’t have a credit card you can use one of the numerous virtual prepaid Visa/Mastercard services such as EntroPay.


Why do I have to verify my account?
 
For security purposes and in order to use all of the features of PremierLeaguePass you will need to provide a valid e-mail address to ensure we can deliver important messages to you.

 

YOUR ACCOUNT


I've lost my password, what do I do?

Click the Forgot password link on the sign-in page and fill in your email address on the following page - then we'll email your password. Failing that, please call us on 0800 PL PASS (New Zealand), 0809 090 192 (Taiwan) or 1-800-1-116-1165 (Philippines).


How do I update my acount information?

Log in to your PremierLeaguePass account, click the "My Account" link at the top of the page, then click "Update Account Information". Make the desired changes and then click the "Save Changes" button.


How do I update my billing information?
 
Once logged in, click on the "My Account" link at the top of the page. Next, click on the "Update Billing Information" link. Make the desired changes and then click "Update" to save the changes.


How do I retrieve my user name or password?
 
Go to PremierLeaguePass.com and click on "Sign in" in the upper-right corner. When prompted for your username and password, click the "Forgot username or password?" link. Next, enter the e-mail address you used to create your account and click "Submit." You will receive an e-mail shortly with your password. Failing that, contact us:
• Send an email to either: supportnz@premierleaguepass.com (NZ), supporttw@premierleaguepass.com (Taiwan), or supportph@premierleaguepass.com (Philippines).
• Call customer support on 0800 PL PASS (New Zealand), 0809 090 192 (Taiwan) or 1-800-1-116-1165 (Philippines)
• Chat with a customer service representative using the link on site.


I already purchased a PremierLeaguePass subscription. Why am I being asked to choose a subscription to purchase?
 
If you arrive at a page that is asking you to select a subscription you have already purchased, you are likely not signed in to PremierLeaguePass.com. Click on the "Sign In" link in the upper-right corner. Enter your username and password in the text fields at the top right of your screen to sign in and access PremierLeaguePass.