We understand how frustrating it can be when your live stream doesn’t work as expected. Follow this guide to troubleshoot common issues like streams not starting, lagging, buffering, or error messages.
🔧 1. General Troubleshooting Steps
🔄 Restart the App or Browser
- On mobile: Force-close the app and reopen it.
- On a browser: Refresh the page or restart the browser.
📶 Check Your Internet Connection
- Ensure you have a stable connection.
- Try switching between Wi-Fi and mobile data (on mobile) or use a wired connection (on desktop/TV).
🔑 Log Out and Log Back In
- Sign out of your OneFootball account and log back in to refresh your session.
📲 Update or Reinstall the App
- Make sure your app is up to date.
- If the issue persists, uninstall and reinstall the app from your app store.
🚫 Disable VPN or Proxy
- VPNs or proxies may block access due to broadcasting rights. Disable them and try again.
🔄 Check for Software Updates
- Ensure your device’s operating system is updated.
- On browsers, check for the latest version and try switching to a different browser.
🧹 Clear Cache and Cookies (For Browser Users)
- Clear your browser’s cache and cookies in settings to resolve streaming errors.
📱 2. Device-Specific Troubleshooting
📲 Mobile Devices (iOS and Android)
- Disable Power Saving Modes: These can restrict app functionality.
- Check App Permissions: Ensure OneFootball has permission to use data in the background.
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Restore Purchases:
- Go to the match page.
- Tap Watch → Scroll to Restore Purchase → Tap Restore.
📺 TVs and Smart Devices
- Restart Your TV: Turn it off, wait for a minute, and turn it back on.
- Reinstall the OneFootball App: Ensure you’re using the latest version.
- Clear Cache (if available): Check your TV settings to clear the app’s cache.
- Use the Same Account: Ensure you’re logged into the same account used for purchases.
🌍 3. Regional Restrictions
🚫 "Match Unavailable in Your Region" Error
- This means the match cannot be streamed in your location due to broadcasting rights.
- Turn off any VPN to ensure your location is not masked.
🎥 4. Lagging, Buffering, or Poor Quality Streams
If your stream is lagging or buffering:
- Ensure your internet speed is at least 5 Mbps for streaming.
- Close other apps or devices using bandwidth on the same network.
- For TVs and desktops, try using a wired Ethernet connection for better stability.
🆘 5. If the Problem Persists
📩 Details to Provide When Contacting Support
If none of the above steps work, contact us via the Profile tab in the app and tap Contact Us. Include:
- A description of the issue (e.g., buffering, stream not starting, etc.).
- Any error messages you’ve seen.
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Device details:
- Mobile: Device model (e.g., iPhone 14, Samsung Galaxy S23) and OS version.
- TV: Model (e.g., LG OLED C1) and app version.
- Browser: Browser name and version.
- Screenshots or short recordings (if possible).
📢 Having issues with the purchase process? Check our Troubleshooting for live-stream purchase/payment process article