###### **FAQs** Over the last few seasons Burnley Football Club launched its brand-new single sign-on service. Launched as part of our new official website with Incrowd Sports, the Club has been rolling out the functionality across its platforms, with supporters encouraged to sign up and register. By registering for a Burnley FC Single Sign On (SSO) account, you will be able to access all of your favourite online services, including live match streaming, ticketing, retail and the official club website all within one account. *Please find more info here on how to register:* [*https://login.burnleyfc.com*](https://login.burnleyfc.com) *-* In the meantime, we have gathered the most common queries that you, the fans are asking us, but if after reading you still can't find what you are after, **then please email** [**burnleytv@streamamg.com**](mailto:burnleytv@streamamg.com) Please don't create another email/ticket as this may delay someone responding to you.

Most queries can be solved quickly and easily. Have a look at the FAQs below and your question may already have been answered. **EFL SEASON 2022/23**

**Which games will be available to stream and where?** · Non-televised Saturday 3pm KOs + Friday/Sunday games – Outside the UK and Ireland, the Channel Islands, and the Isle of Man only · Non-televised midweek games - Worldwide · Some mid-week fixtures will remain unavailable to purchase and stream due to 2022/23 broadcasting agreements · Televised games - Available in selected territories where the EFL does not have broadcast deals **Which games will be available to listen to?** · Audio Commentary - Available worldwide If there is not a pay-per-view match pass available in your territory for the game you want to watch, then it is not available. For full list of countries that have broadcasting deals in place and which are available to stream go here: **Where can I watch/listen?**
Video: (Link will appear on page)
Audio: (Link will appear on page) **I receive an ‘unauthorised country’ message when trying to access the live video.**
Games are available in line with the geo-restrictions above. If you receive this message, the game is not available in your country or territory.
If you’re outside the UK on holiday and trying to access the stream via mobile data (3G/4G/5G), your IP address is still registered as being in the UK despite roaming due to the way roaming mobile service works. Connecting to a local WiFi network should solve this. **Can I watch the game on my Smart TV, or cast to my connected devices?** · Casting is prohibited by EFL regulations. Smart TV browsers are not supported but may work. · Game consoles/Amazon Firesticks or other third-party devices also are not supported. We are not held responsible if you experience issues with the streams on unsupported devices even if they have worked previously.

**What devices/browsers can I watch on?** · ***Laptop/desktop*** – Windows 8.1/10 and recent versions of Mac OS. · ***Mobile*** – Most modern iOS and Android devices running the latest versions of their respective operating systems. Please note the club app (where available) must be used to watch live video on mobile. You can download this from the app store or google play store and searching for “Burnley FC App”. · ***Browsers*** – Latest versions of Chrome/Firefox/Edge/Safari. Other browsers such as Internet Explorer/Opera are not supported. **I’m stuck in a login loop, or when I click Play the website does nothing** Please ensure that your web browser cookies are set to ‘allowed' in your privacy and security settings. If you fail to do this, it may mean that you are unable to log-in and access the stream.
Safari Users – Versions of Safari from 13.1 onwards have cross-domain tracking disabled – this must be enabled for the login system to work. If this is not enabled, you may get stuck in a login loop. Instructions on how to do this are [here.](https://help.vwo.com/hc/en-us/articles/900000428726-Troubleshooting-Enable-Cross-domain-Tracking-on-Safari-13-1-and-above) **I can’t login or have forgotten my password** If you can’t log in, please try another browser, or clear your cache/cookies and try again. Also, please note the ‘I’m stuck in a login loop’ section above. If you have forgotten your password, go the login screen on the club website and follow the instructions to reset your password.If you are receiving a ‘Blocked Account’ message, this can be solved by resetting your password.

**My feed is buffering** Please check your connection speed – a minimum of 4mb/s bandwidth is required to view. [SpeedTest](https://www.speedtest.net/) is a handy tool for this. Also, be aware of the usage of devices on your network. If other people on your network are streaming/gaming, this may affect the amount of bandwidth available to you. An attempt to use a VPN can also cause buffering – VPNs are prohibited and if detected your access to the stream will be revoked and no refund given.

**I want to cancel my monthly/annual recurring subscription.** Go the My Account section on the club website ([**https://burnleypayments.streamamg.com/account** ](https://burnleypayments.streamamg.com/account)when logged in), or alternatively email [burnleytv@streamamg.com](mailto:burnleytv@streamamg.com)and we can process your cancellation. Please note we require 3 working days’ notice to process requests, or you may be charged. **If you’ve tried the above to no effect, or if your query is related to something else, please email** [**burnleytv@streamamg.com**](mailto:burnleytv@streamamg.com) **and we’ll be in touch to help. Please do not create a new ticket.** **Please note we only deal with and respond to queries relating to the live video and audio service.**

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