If your payment for a match stream or pass fails, here’s how you can troubleshoot and resolve the issue:
1. Verify the Match Availability
- Navigate to the Matches tab and open the page for the desired match.
- If the Watch tab isn’t visible, the match isn’t available for streaming in your region.
- If the Watch tab displays an error message, the match may not yet be available for purchase.
2. Troubleshoot App and Account Issues
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Ensure You’re Logged Into the Correct Account:
Log out of all devices and log back into the account used to make the purchase. -
Check Your App Version:
Ensure you have the latest version of the OneFootball app. You can check for updates in the Apple App Store or Google Play Store.
3. Verify Your Payment Method
Check your payment details to ensure they meet the requirements:
- Sufficient Funds: Confirm there are enough funds in your account.
- Card Validity: Ensure your card hasn’t expired, isn’t blocked, and is activated for international, online, and recurring payments.
- Payment Information: Confirm all details with your bank or payment provider.
If you’re using:
- Android Devices: Learn how to add, remove, or edit your payment method here.
- iOS Devices: Learn how to change or remove your Apple ID payment information here.
4. Contact the App Store
If the problem continues and you’re trying to pay via the Apple App Store or Google Play Store, please contact their support directly:
- Apple Support: Contact Apple Support
- Google Play Support: Contact Google Play Support
Need Further Assistance?
If you’ve tried all the steps above and still experience issues, don’t hesitate to get in touch with us via the Contact Us button in the profile page of the mobile app with the following info:
- The email address/account used to make the purchase.
- The device where the purchase was attempted.
- A screenshot of your error message or your purchase confirmation including the order ID from Apple or Google. (Note: Bank statements are not sufficient.)
We’re here to help, and we appreciate your patience and understanding as we work to resolve your issue.