Live Pass FAQs

My Football Live FAQs

Jump to:

  • Section 2: Cancelling Live Pass Subscriptions
  • Section 3: Section 3: In-App Subscriptions (App Store and Google Play)
  • Section 4: My Football Live App FAQ
  • Section 5: Troubleshooting

    Section 1: My Football Live Pass

    2018/19 Season Pass for My Football Live Pass

    What is the My Football Live Pass?

    The My Football Live Pass gives you access to every Hyundai A-League game, select Westfield W-League, Westfield FFA Cup, Caltex Socceroos and Westfield Matildas matches across multiple compatible devices within Australia. To find out more, visit https://www.ffa.com.au/my-football-livepass-faqs.

    What is the 2018/19 My Football Live Pass Offer?

    Telstra mobile customers can access a 2018 My Football Live Pass included as part of their mobile plan or selected recharges.

    Am I eligible for the offer?

    Customers are eligible if they are on a consumer or small business Telstra post-paid mobile plan, a Telstra consumer mobile broadband plan with a tablet or pre-paid service when they maintain a +$30 recharge. Customers need a compatible mobile or tablet.

    How do I redeem the offer?

  • Download or update the My Football Live app from the App Store or Google Play. Data fees apply to download the app.
  • Upon opening the app, follow the prompts
  • If Telstra detects you are a Telstra mobile customer, you will be shown a ‘congratulations’ screen letting you know that you now have access to watch every game live and data-free for the 2018/19 season.
  • Start watching!

*If we cannot detect you are a Telstra mobile customer, you may be on Wi-Fi, we will ask you to turn off your Wi-Fi or login using your Telstra ID.

Note: You will need to turn your browser off private mode to activate the offer.

Do I have to pay for data?

Standard data charges apply when downloading or using the app. Video data usage is currently unmetered only for certain Telstra customers in respect of supported devices.

Video data usage is only unmetered for the following Telstra services:

  • Telstra mobile handsets / tablets with any Telstra SIM (excluding International Roaming)
  • Telstra Mobile Broadband (Dongles and mobile Wi-Fi hotspots) with any Telstra SIM (excluding BigPond Wireless Broadband and International Roaming)

Telstra services excluded from unmetering:

  • BigPond Wireless Broadband
  • International Roaming
  • Telstra Business Broadband
  • BigPond Internet (Dial Up/ Satellite/ Hourly Plans)
  • Telstra Air
  • BigPond ADSL/Cable/NBN

Will I be billed for the 2018/19 My Football Live Pass?

This Live Pass is included in your Telstra plan. You will not see this appear on your bill.

When does the offer expire?

Redeem the 2018/19 My Football Live Pass Pass offer by 31 May 2019 using your compatible Telstra mobile or tablet on the Telstra mobile network. The Season Pass expires 30 June 2019.

What happens to my subscription in the 2019/20 season?

You will not be rolled onto a paid subscription.

What will happen to my paid subscription if I take up the offer?

If you redeem the 2018/19 My Football Live Pass and you have already signed-up for a paid subscription through the App Store or Google Play, you will still need to cancel your subscription via the relevant app store. iOS App store or Google Play.

What is my Telstra ID?

Your Telstra ID is the username and password that you use to access Telstra products and services.

If you currently use My Account, Telstra 24x7 App, CrowdSupport, Stay Connected App or the My Football Live App, then this is your Telstra ID.

It could also be the email address created by you when you purchased a BigPond service, or the email address supplied by you during registration for a product from Telstra.

How do I get a Telstra ID?

If you are an existing Telstra customer you can register for your Telstra ID here.

I’ve forgotten my Telstra ID username or password – how do I find them?

Not sure if you have a Telstra ID or want to retrieve your username and password?

Recover your username

Reset your password

I tried to login with my Telstra ID and it wouldn’t work

If you need further help with your Telstra ID, browse our online help and support articles or Ask CrowdSupport.


How do I purchase a My FootballLive Pass?

To subscribe, you will first need to register for a Telstra ID. Once you have registered for a Telstra ID, you may choose to subscribe to either a Weekly Pass (7 days access + a free two week trial) or a Monthly Pass (31 days access + a free two week trial) or an Annual Pass (365 days access + a free two week trial).

Charges apply after the two week free trial unless you unsubscribe. You can cancel your subscription anytime during the free trial period.

Telstra customers with an existing My Account login (Telstra ID), may use their login to sign in and continue to subscription.

Registered customers can subscribe by credit card

Users without a Telstra ID or a My Football Live subscription, can also access premium content on the My Football Live Official Apps by purchasing one of the In-App subscription offers, through either Google Play or the App Store.

Can I subscribe if I'm not a Telstra customer?

Yes, the My Football Live Pass is available to purchase through the App Store or Google Play

If I unsubscribe from the My Football Live Pass, what happens then?

Weekly, Monthly and Annual subscribers can continue using all the My Football Live Pass content available via your subscription until the end of the active subscription period (access end date).

Telstra Live Pass customers accessing their free Live Pass can continue using as long as you’re still in contract or maintaining a $30+ recharge.

Once you cancel your subscription, you will not be able to re-subscribe to the My Football Live Pass until the end of the active subscription period. This means you must wait until the end of your weekly, monthly or annual subscription, in order to re-subscribe.

At the end of the active subscription period, you can still keep accessing the free content Telstra provides via the My Football Live Official App, but you won't be able to view any live matches or any other premium content.

Can I get a rebate if I don't like my My Football Live Pass?

Unfortunately a rebate or refund is not available if you decide that the My Football Live Pass is not the right product for you. However, you can cancel your subscription at any time during your subscription period and any recurring billing will stop at the end of the active subscription period.

What a Telstra ID and why do I need one to subscribe to the My Football Live Pass?

A Telstra ID creates a ‘single sign-on' ID for the My Football Live App.

If you purchase a My FootballLive Pass with a Telstra ID it enables you to access Football content across multiple devices and platforms e.g. across Android, and iOS.

Can I login with my My Football Live Pass and stream matches from multiple devices?

You may access & stream premium content via your My Football Live Pass subscription, on up to five supported devices at the same time.

Can I use my My Football Live Pass overseas?

Live streaming and premium content is not available to our customers if they are roaming outside of Australia. For more information on international broadcast details please visit the following link: https://www.a-league.com.au/our-international-broadcasters

If I subscribe to a My Football Live Pass does it automatically cancel my existing In-App* subscription?

No, you will need to cancel your subscription via iTunes or Google Play.

How do I cancel my existing In-App* subscription?

If you subscribed In-App you will need to cancel your subscription directly through the relevant App store accounts. By deleting the My Football Live app from your phone it does not unsubscribe you. Follow the instructions below to cancel you in-app subscription.

iOS Users with an In-App subscription go to http://support.apple.com/kb/ht4098

Android Users with an In-App subscription go to http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2583485

Do I pay data fees for videos I watch as part of my My Football Live Pass subscription?

Standard data charges apply when downloading or using the app. Video data usage is currently unmetered only for certain Telstra customers in respect of supported devices.

  • Telstra mobile handsets / tablets with any Telstra SIM (excluding International Roaming)
  • Telstra Mobile Broadband (Dongles and mobile Wi-Fi hotspots) with any Telstra SIM (excluding BigPond Wireless Broadband and International Roaming)

Telstra services excluded from unmetering:

  • BigPond Wireless Broadband
  • International Roaming
  • Telstra Business Broadband
  • BigPond Internet (Dial Up/ Satellite/ Hourly Plans)
  • Telstra Air
  • BigPond ADSL/Cable/NBN

Note: When accessing premium content, a connection charge may apply while accessing the live content server

Section 2: Cancelling Live Pass Subscriptions

How do I unsubscribe from My Football Live Pass?

If charged to a Credit Card, it will be listed as below:

GOOGLE *Telstra CorpGOOGLE.COM = In App subscription via Google Play
APPLE ITUNES STORE SYDNEY = In App Subscription via App Store

iOS Users with an In-App subscription go to: http://support.apple.com/kb/ht4098

Android Users with an In-App subscription go to: http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2583485

NOTE: You will have access to My Football Live Pass content until the end of the period you have paid for (e.g. end of the week). At the end of the subscription period you can still keep using all the free content Telstra provides via the My Football Live App, but you won't be able to view any live matches or any other premium content.

I’ve recently transferred by mobile service to Telstra and am eligible for a free Live Pass, do I have to cancel my subscription?

Yes, you will need to cancel your subscription through the App Store or Google Play

Section 3: Section 3: In-App Subscriptions (App Store and Google Play)

If I unsubscribe from the App Store or Google Play, what happens then?

You can continue accessing all the My Football Live Official App content available via your subscription until the end of the subscription period.

At the end of the relevant subscription period you can still keep accessing the free content Telstra provides via the My Football Live Official App, but you won't be able to view any live matches or any other premium content, unless you resubscribe.

What happens if I purchase an Annual In-App Subscription in July?

The Annual Pass In-App Subscription gives you 365 days access to My Football Live subscription content. This means that if you purchase mid-season you'll get access into the next season (eg: July 21, 2018 to June 21, 2019).

How does the In-App Weekly and Monthly subscription work?

With the weekly and monthly subscription you can watch ALL Hyundai A-League games live and access other In-App premium content (starting on the day you subscribe).

Can I get a refund if I don't like my In-App subscription?

Apple App Store Refunds:
In App Store request a refund by clicking the “Report a problem” next to the app name in your purchase history.

Google Refunds:
Contact Google Support: https://support.google.com/googleplay/contact/play_request_refund_apps?rd=1

How do I get billed?

All In-App subscriptions are billed directly via App Store (iOS) or Google Play (Android) not by Telstra. Please refer to the billing method attached to your existing app store accounts used to purchase the In-App subscription.

I subscribed last year, do I need to resubscribe?

Your weekly, monthly and annual subscription will rollover until your cancel the subscription. You will not need to continue to subscribe each year.

All new and existing subscribers can restore an existing active subscription on up to 10 compatible Apple / Android devices by using the restore feature on the My Football Live Pass section and logging in with the same Apple or Google ID used to make the initial subscription.

Please note that In-App subscriptions can only be restored on multiple devices belonging to the same platform; iOS on App Store and Android on Google Play.

I've recently subscribed to watch live match videos but the app doesn't seem to recognise that I'm a subscriber. What do I do?

On iOS:

  • Check that you have a valid subscription In-App Store > Apple ID/Account > Subscriptions > Manage
  • Check that you have downloaded the My Football Live App from the App Store using the same Apple ID that has a subscription
  • Launch My Football Live > Press Menu (3 lines in top left) > Subscribe > Restore and enter the same Apple ID that has a subscription and this should restore your subscription on the device

On Android:

  • Check that your device is linked to the Google ID that has a subscription under Device Settings > Accounts (the Google ID which hosts the subscription must be the Primary Account of the phone
  • Check that you have a valid subscription by checking the My Football Live Official App in Google Play Store.
  • To check this, launch Google Play > Open the Menu > Select My Apps, and check your Subscriptions.

Section 4: My Football Live App FAQ

Can I output the live stream from the My Football Live App to my TV via a TV dongle/smart stick or direct cable connection (eg: HDMI)?

Under our digital rights agreement with Football Federation Australia, broadcasts are restricted to the screen devices upon which they are sold (ie: iOS and Android smartphones and iOS and Android tablets) and 7" screen size.

I'm a fan living abroad. How do I get access to live match videos?

For more information on international broadcast details outside of Australia please visit the following link: https://www.a-league.com.au/our-international-broadcasters.

Why doesn't the live stream resize to the full size of my screen?

The My Football Live App streams vision produced by major broadcasters, currently filmed in 16:9 ratio. This may appear full screen on your device or may cause black borders at the top and bottom of your screen.

Do I pay for the data when using the App?

Standard data charges apply when downloading or using the app. Video data usage is currently unmetered only for certain Telstra customers in respect of supported devices.

  • Telstra mobile handsets / tablets with any Telstra SIM (excluding International Roaming)
  • Telstra Mobile Broadband (Dongles and mobile Wi-Fi hotspots) with any Telstra SIM (excluding BigPond Wireless Broadband and International Roaming)

Telstra services excluded from unmetering:

  • BigPond Wireless Broadband
  • International Roaming
  • Telstra Business Broadband
  • BigPond Internet (Dial Up/ Satellite/ Hourly Plans)
  • Telstra Air
  • BigPond ADSL/Cable/NBN

When I'm at the game, why is there a delay between the live game play and the 'live' coverage on my handset?

We do our best to ensure there are no delays, but there is a short delay as the vision is converted into digital form for delivery onto a mobile phone. This can take up to 60 seconds and can also depend on your location as well as network connectivity.

Please note that In-App subscriptions can only be restored on multiple devices belonging to the same platform; iOS on App Store or Android on Google Play.

What are the supported devices on the My Football Live App?

The current version of the My Football Live App is supported on the following operating systems and devices:

iOS - 10.0 and above

iPhones:

  • iPhone 6
  • iPhone 6 plus
  • iPhone 6s
  • iPhone 6s plus
  • iPhone 7
  • iPhone 7 plus
  • iPhone 8
  • iPhone 8 plus
  • iPhone X

iPads:

  • iPad Air 2
  • iPad Pro

Android - 6.0 and above:

Smartphones

  • Google Pixel
  • Google Pixel XL
  • HTC One M9
  • Samsung Galaxy S6
  • Samsung Galaxy S7
  • Samsung Galaxy S7 Edge
  • Samsung Galaxy S8
  • Samsung Galaxy S8 Edge
  • Samsung Galaxy Note 5

Tablets

  • Samsung Galaxy Tab S

Please note that only devices purchased within Australia and New Zealand are supported as devices purchased elsewhere may include software or technology that has been configured for use overseas.

Can we watch every match live using the My Football Live App?

You can watch every match of the Hyundai A-League (including the finals) as well as select games of the Westfield W-League, Westfield FFA Cup, Caltex Socceroos and Westfield Matildas live, fast and data-free.

Location services must also be turned on to determine the live match videos available to you at the time of broadcast.

Are full match replays available on the My Football Live App?

Full match replays are not currently available on the My Football Live App. Only live streams will be available.

How soon are Match Highlight videos available in the app?

Full match highlights are typically available in the app between 30-60 minutes after the full time.

Why am I required to update my app to the latest version before I use it?

Mandatory updates are required in order to ensure that all our users can benefit from all the new features and bug fixes to enhance the overall user experience.

How do I manage push notifications (iOS and Android only)?

Open the My Football Live App, select Notifications from the menu, and manage notifications settings.

Section 5: Troubleshooting

I've recently subscribed to watch live match videos but the app doesn't seem to recognise that I'm a subscriber. What do I do?

On iOS:

  • Check that you have a valid subscription In-App Store > Apple ID/Account > Subscriptions > Manage
  • Check that you have downloaded the My Football Live App from the App Store using the same Apple ID that has a subscription
  • Launch My Football Live > Press Menu (3 lines in top left) > Subscribe > Restore and enter the same Apple ID that has a subscription and this should restore your subscription on the device

On Android:

  • Check that your device is linked to the Google ID that has a subscription under Device Settings > Accounts (the Google ID which hosts the subscription must be the Primary Account of the phone
  • Check that you have a valid subscription by checking the My Football Live Official App in Google Play Store.
  • To check this, launch Google Play > Open the Menu > Select My Apps, and check your Subscriptions.

When trying to watch a live match I get a "cannot load video" error message.

Please ensure that you are in an area with good mobile network or WiFi coverage before closing the live match video and restarting the stream.

Why does my video appear to be: Stalling; Blurry; Buffering; on audio only with no vision?

Live match videos in the My Football Live App is delivered in an adaptive bit-rate format, where the best quality stream is made available to your device based on the bandwidth availability at your current location.

If you experience deteriorating stream quality, an audio only feed or intermittent buffering/loading while watching a live match, please move to a location with better mobile network coverage or connect your device to a WiFi network with broadband connectivity that is uncongested.

Why am I required to update my app to the latest version before I use it?

Mandatory updates are required in order to ensure that all our users can benefit from all the new features and bug fixes to enhance the overall user experience.

How do I manage push notifications (iOS and Android only)?

Open the My Football Live App, select Notifications from the menu, and manage notifications settings.