Contact us

Need help with your Premier Sports Player Pass? Email our support team and we'll get you back to watching as quickly as we can.

To sort things out quickly, please give us as much detail as you can in your first email. The more we know from the start, the fewer questions we need to ask, and the sooner you're back watching.

Before you get in touch

These quick checks fix many problems:

• Make sure you're signed in with the email address you used to buy your Pass.
• Close and reopen the app or browser, and install any updates.
• Check your internet connection. If you can, try another network or device.
• Turn off any VPN, proxy or similar service. Your Pass only works in the countries where it's sold, and these services can stop matches from playing.

What to put in your email

Please include as much of this as you can:

1. Your email address: the one you used to buy your Pass.
2. Where you are: the country you're in when the problem happens.
3. Your device: for example an iPhone 15, Samsung Galaxy S24, Windows laptop or MacBook.
4. App or browser: the Premier Sports Player app, or the browser you're using (for example Chrome or Safari). Include the version if you know it.
5. Your connection: Wi-Fi, mobile data or a wired connection.
6. When it happened: the date and time of the problem, including your time zone.
7. What happened: step by step, what you did, what you expected, and what happened instead.
8. Any error message: copied word for word, including any error code.
9. What you've already tried: for example restarting, reinstalling, or using another device.

Attach screenshots or a short video

Seeing the problem helps us fix it faster. Please attach:

• a screenshot of any error message, or of the screen where things go wrong;
• a short screen recording if the problem is with playback, such as freezing, buffering or no sound;
• for payment problems, a screenshot of the charge on your bank or card statement. Cover everything except the date, the amount and the last 4 digits of your card.

How to take a screenshot

• iPhone: press the side button and volume up together. On iPhones with a Home button, press the side button and the Home button together.
• Android: press power and volume down together.
• Windows: press the Windows key + Shift + S.
• Mac: press Shift + Command + 4.
• TV: a photo of the screen taken on your phone is fine.

Payment questions

As well as the details above, tell us:

• the date, amount and currency of the charge;
• how you paid, for example a Visa card ending in 1234;
• what you expected to happen.

What happens next

We'll reply by email within 2 working days, and usually much sooner. If we need anything else, we'll ask.

Please reply in the same email thread rather than starting a new email, so your details stay together and nothing gets missed. If you haven't heard from us, check your spam or junk folder.