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AFL Live Pass FAQ

Can we help you? Visit www.afl.com.au/crowdsupport 

Section 1: AFL Live Pass

2017 Season Pass for AFL Live Pass

What is the AFL Live Pass?
The AFL Live Pass gives you access to every AFL game, every week, across multiple compatible devices within Australia. To find out more, visit https://id.afl.com.au/livepass

What is the 2017 AFL Sports Offer?
Telstra mobile customers can access a 2017 AFL Season Pass included as part of their mobile plan or recharge.

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?
1) Download or update the 2017 AFL Official app from the App Store or Google Play. Data fees apply to download the app.
2) Upon opening the app, follow the prompts and you will be presented with a splash screen, click ‘I'm a Telstra customer button’
3) 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 2017 season
4) 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.

I took up the 2016 Footy Pass, am I eligible for the 2017 AFL offer?
Yes, 2016 Footy Pass customers are eligible for the 2017 AFL offer if they are still an eligible Telstra mobile customer.

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:

  • BigPond ADSL/Cable/NBN
  • 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

Will I be billed for the 2017 AFL offer?
This Season Pass is included in your Telstra plan. You will not see this appear on your bill.

When does the offer expire?
Redeem the 2017 AFL Season Pass offer by 31 December 2017 using your compatible Telstra mobile or tablet on the Telstra mobile network. The Season Pass expires 31 January 2018.

What happens to my subscription in the 2018 season?
You will not be rolled onto a paid subscription.

What will happen to my paid subscription if I take up the offer?
Customers who signed up to their paid subscription via AFL.com.au
If you redeem the 2017 AFL Pass and you have already signed up for a paid subscription online for the same football code you will need to login and cancel your subscription via the website:
AFL: https://id.afl.com.au/livepass  
Customers who signed up to their paid subscription within AFL app
If you redeem the 2017 AFL 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 happens to my Club membership?
You will need to contact your Club to discuss details of your Club membership.

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 AFL or AFL 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 an AFL Live Pass?

You can only subscribe to an AFL Live Pass via www.afl.com.au/livepass

To subscribe, you will first need to register for an AFL Login powered by Telstra ID. Once you have registered for an AFL Login, 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 Digital Identity), may use their login to sign in and continue to subscription.

Registered customers can subscribe by credit card, or by adding their subscription to their Telstra bill (by nominating their Telstra mobile number, email address or account number)

Users without an AFL Login or an AFL Live Pass subscription, can also access premium content on the AFL 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 AFL Live Pass is available to all and it is not exclusive to Telstra customers.

How do I unsubscribe from an AFL Live Pass?

Firstly, how did you subscribe? Was it through an in-app purchase (App Store or Google Play) or website (afl.com.au/livepass)?

If you're unsure, check how you're being charged on your credit card or Telstra bill

If charged to a Credit Card, it will be listed as below:
Telstra Applications Melbourne = Subscribed via Website
GOOGLE *Telstra CorpGOOGLE.COM = In App subscription via Google Play
APPLE ITUNES STORE SYDNEY = In App Subscription via App Store
   
If you subscribed via the website, please follow these steps to cancel:

  1. Login to www.afl.com.au
  2. Go to ‘Manage My AFL Live Pass’
  3. Scroll down the page and click Cancel Subscription
  4. Then confirm the cancellation

Or alternatively on your device:

  1. Open the AFL Live app
  2. Once logged in, click on ‘My Account’ in the app menu
  3. Scroll down the page and click Cancel Subscription
  4. Then confirm the cancellation

If you subscribed In-App through App Store or Google Play, please refer to Section 2: In-App Subscriptions (iTunes and Google Play only) > How do I unsubscribe? for more detail

Or for complete instructions visit their sites:  
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 AFL 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 AFL App, but you won't be able to view any AFL live matches, full match replays or any other premium content.

If I unsubscribe from an AFL Live Pass, what happens then?

You can continue using all the AFL Live Pass content available via your subscription, until the end of the active subscription period (access end date) as long as you're still in contract or if Pre-Paid, keep recharging.

Once you cancel your subscription, you will not be able to re-subscribe to the AFL 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 AFL Live Official App, but you won't be able to view any live AFL matches, full match replays or any other premium content.

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

Unfortunately a rebate or refund is not available if you decide that the AFL 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.

A refund is at Telstra's absolute discretion and would only be considered on a case by case basis, if you require any assistance, please contact CrowdSupport.

What is the difference between an AFL Live Pass and an ‘In-App' subscription to AFL Live?

AFL Live Pass is acquired directly through https://id.afl.com.au/livepass, and creates an account that you can use to access premium content across all platforms on the AFL Live Official App or AFL.com.au

If you are an existing Telstra customer you may also choose to use your Telstra ID to sign-up to AFL Live Pass, and have the subscription billed to your Telstra account instead of a credit card.

In-App Purchase is acquired directly via the Apple App Store or Google Play on the AFL Live Official App, and is billed to your payment method linked to the Apple ID or Google Wallet account. Whilst an In-App Purchase will not enable cross-platform access of premium content, you can restore the purchase on multiple devices sharing the same account, on the same operating system ie: You only need to purchase once if you have the same Apple ID linked on an iPad, iPod Touch and iPhone.

What is an AFL Login powered by Telstra ID and why do I need one to subscribe to the AFL Live Pass?

An AFL Login creates a ‘single sign-on' ID for AFL.com.au and the AFL Live Official App.

If you purchase an AFL Live Pass with an AFL Login it enables you to access AFL Live content across multiple devices and platforms e.g. across Android, iOS and Windows compatible devices.

If I subscribe to an AFL Live Pass do I still need to download the AFL Live Official App?

If you want to watch AFL Live on your compatible smartphone or tablet you will need to download the AFL Live Official App and then login with your AFL Login powered by Telstra ID. If you're subscribed to an AFL Live Pass your AFL Login will automatically give you access to the premium content within the AFL Live Official App.

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

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

Can I use my AFL Live Pass overseas?

Live streaming and premium content is not available to our customers if they are roaming outside of Australia and New Zealand. For more information on international broadcast details please visit the following link: http://watchafl.afl.com.au.

If I subscribe to an AFL 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.

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

Why have I been charged twice for my AFL Live Subscription?

You may have signed up to an AFL Live Pass without cancelling an existing AFL Live In-App subscription that you purchased via the App Store or Google Play. Please check to see if you have an active In-App subscription as well as an AFL Live Pass subscription.

Do I pay data fees for videos I watch as part of my AFL Live 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.

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

  • BigPond ADSL/Cable/NBN
  • Telstra mobile handsets / tablets with any Telstra SIM (excluding International Roaming)

Telstra services excluded from unmetering:

  • Mobile Broadband (Dongles and mobile WIFI hotspots)
  • Telstra Business Broadband
  • BigPond Internet (Dial Up/ Satellite/ Hourly Plans)
  • Telstra Air

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

How am I billed for an AFL Live Pass?

You can pay for an AFL Live Pass using your existing Telstra account, credit card or a promotional voucher code.
NOTE: Pre-paid credit cards are not accepted.

I subscribed last year, do I need to resubscribe?

If you are an existing customer wanting to access to the AFL Live Pass which includes the two week FREE trial, and exclusive AFL.TV online content, you will need to cancel your subscription with Google Play or iTunes then visit afl.com.au to obtain the new AFL Live Pass subscription product. Otherwise, you can remain with your current In-App subscription purchased via the relevant App store.

How do AFL Live Pass Vouchers work?

AFL Live Pass Vouchers (Vouchers) may be given away by Telstra, the AFL, AFL Clubs or third parties as part of promotional or advertising campaigns.

Vouchers consist of unique codes that must be registered as part of your AFL Live Pass subscription process, to redeem the corresponding credit value (eg : 1 month free).

To redeem a voucher, you must be a new AFL Live Pass customer and have an AFL Login Powered by Telstra ID or a Telstra Digital Identity.

The expiry date of the Voucher will be displayed on the Voucher (whether printed or digital).

The expiry date of the Voucher will be confirmed when the Voucher is registered on the Service.

On the date of expiration, the expiry will take effect from midnight AEST.

Vouchers may not be refunded either in whole or in part. After expiration any unused credit will be forfeited.

Are all vouchers the same?

No, there are 4 different kinds of vouchers:

1. AFL Club Digital Memberships:

  • Requires an AFL Login or Telstra Digital Identity to initiate voucher redemption;
  • AFL Live Season Pass - Pass expires on 30th November 2016;;
  • You will need to purchase this voucher via the AFL Membership site or your AFL club site;
  • You will need to wait until your existing subscription expires before redeeming your voucher code;
  • Voucher closes on the 30th November 2016.

2. Free Trial Offers:

  • Requires an AFL Login or Telstra Digital Identity to initiate voucher redemption
  • Free trial offers are only available to new customers and will commence on the date you redeem the promotional code
  • When setting up your free trial you are required to subscribe to a AFL Live Pass option that will commence after the free trial period has concluded
  • Customers can cancel their subscription anytime during the trial period
  • If you do not cancel your subscription within the free trial period, recurring subscription charges will apply
  • Your AFL Live Pass entitles you to watch all live-televised NAB Challenge matches
  • Unless stated otherwise, vouchers may be redeemed at any point when there is no expiry date

3. AFL Live Annual Pass Free Trial

  • Requires an AFL Login or Telstra Digital Identity to initiate voucher redemption;
  • 52 weeks free trial via an AFL Live Annual Pass;
  • Does not require you to nominate a payment method ongoing to redeem the voucher and activate the trial;
  • Vouchers may be redeemed at any point (no expiry date).

Can I use a voucher if I'm already subscribed to the AFL Live Pass?

Vouchers are for new customers only. This means you will not be able to apply part of or the full amount of any voucher to your existing subscription. You may cancel your existing subscription, and re-subscribe at the end of your active subscription period and apply a voucher code to your new subscription.

 

Section 2: In-App Subscriptions (iTunes and Google Play only)

Is an In-App subscription the same as an AFL Live Pass?

AFL Live Pass is acquired directly through https://id.afl.com.au/livepass, and creates an account that you can use to access premium content across all platforms on the AFL Live Official App or AFL.com.au

If you are an existing Telstra customer you may also choose to use your Telstra ID to sign-up to AFL Live Pass, and have the subscription billed to your Telstra account instead of a credit card.

In-App Purchase is acquired directly via the Apple App Store or Google Play on the AFL Live Official App, and is billed to your payment method linked to the Apple ID or Google Wallet account. Whilst an In-App Purchase will not enable cross-platform access of premium content, you can restore the purchase on multiple devices sharing the same account, on the same operating system ie: You only need to purchase once if you have the same Apple ID linked on an iPad, iPod Touch and iPhone.

Do I get to access premium content on AFL.com.au by subscription through In-App?

No. Access to premium content is restricted to the platform, in this case Android for Google Play, where the In-App subscription was made.

Am I eligible for the 2 weeks trial when I subscribe through the In-App option via the relevant app stores?

No. You are only eligible for the 2 weeks FREE trial when you subscribe to AFL Live Pass via www.afl.com.au/livepass.

I'm subscribed In-App but want an AFL Live Pass. What do I do?

You may subscribe to an AFL Live Pass via www.afl.com.au/livepass. However, you will not be able to login to the AFL Live Official App with your AFL Login until your active In-App subscription has expired or you unsubscribe from your In-App subscription

How do I unsubscribe?

If you subscribed In-App you will need to cancel your subscription directly through the relevant App store accounts.

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

  • Launch the Google Play Store on your device
  • Open Menu
  • Select My Apps, then select AFL.
  • Here you will see your Subscription details and options.

For Telstra customers subscribed via their SIM card (carried over from 2012), there is an option to unsubscribe via the AFL Live Pass page on the app. On the AFL Live Pass page, click on the ‘Details and Receipt’ link to access the unsubscribe page.

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

You can continue accessing all the AFL 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 AFL Live Official App, but you won't be able to view any live AFL matches and full match replays 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 AFL subscription content. This means that if you purchase mid-season you'll get access into the next season (eg: July 21, 2014 to June 21, 2015).

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

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

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

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

Apple Refunds:

In iTunes 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?

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 AFL 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 AFL Live Official App from the App Store using the same Apple ID that has a subscription

Launch AFL 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 AFL Live Official App in Google Play Store.

To check this, launch Google Play > Open the Menu > Select My Apps, and check your Subscriptions.

 

Section 3: AFL Official App FAQ

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

Under our digital rights agreement with the Australian Football League, broadcasts are restricted to the screen devices upon which they are sold (ie: iOS, Android and Windows 8 smartphones and iOS and Android tablets) and current screen size.

I'm an AFL 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: http://watchafl.afl.com.au/ or download the ‘Watch AFL Global Pass’ app from the App Store.

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

The AFL Official 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?

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:

  • BigPond ADSL/Cable/NBN
  • 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

When I'm at the game, why is there a delay between the live game play and the AFL '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.

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

Yes, AFL Live Pass and all the In-App purchase options are available to all Australian residents and are not exclusive offers to Telstra customers.

What are the supported devices on AFL Live Official App?

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

iOS -9.0 and above

iPhones:

  • iPhone 5S
  • iPhone 6
  • iPhone 6 plus
  • iPhone 6s
  • iPhone 6s plus
  • iPhone 7
  • iPhone 7 plus

iPads:

  • iPad 4
  • iPad Air 2
  • iPad Pro

Android smartphones - 4.4 and above:

  • Google Pixel
  • Google Pixel XL
  • HTC One M8
  • HTC One M9
  • Samsung Galaxy S5 (G - 900i)
  • Samsung Galaxy S6
  • Samsung Galaxy S6 Edge
  • Samsung Galaxy S7
  • Samsung Galaxy S7 Edge
  • Samsung Galaxy Note 4
  • Samsung Galaxy Note 5

Android Tablets - 4.4 and above:

  • Samsung Galaxy Tab S

Windows Phone 8 devices running Windows Phone 8 and above

  • Nokia Lumia 520
  • Nokia Lumia 625
  • Nokia Lumia 920/930
  • Nokia Lumia 1320
  • Nokia Lumia 1520 

Windows 10 devices running Windows 10 Mobile:

  • Nokia Lumia 950

Windows 10 devices running Windows 10:

  • Windows Surface Pro line

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.

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?

If you signed up via the website, you’ll need to login with the Telstra ID & Password you created when signing up

To sign into the app: Open AFL Official App > Press Menu (3 lines in top left) > Login > Login Now > Enter the email & your password

To sign in online: Go to https://id.afl.com.au/livepass > Login > Enter the email & your password

If you’re unsure of the password, you can reset via https://myacct.telstra.com/forgottenPassword?execution=e1s1

If you signed up via the App, please follow the below instructions

On iOS:

Check that you have a valid subscription In-App Store > Apple ID/Account > Subscriptions > Manage

Check that you have downloaded AFL Live Official App from the App Store using the same Apple ID that has a subscription

Launch AFL 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 AFL 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 AFL Live Official 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.

Can we watch every match live using the AFL Live Official App?

Yes including every televised NAB Challenge, AFL Premiership Season, AFL Finals Series match and the AFL Grand Final. We also stream the Brownlow live among other events.

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

When can I watch the Match Replay video for a game that I have missed?

All match replays will be made available from the Videos section no earlier than 12 hours after the match has completed.

How soon are Match Highlight videos available in the app?

Highlights of all premiership season and finals matches are available in the app during the game. Full match highlights are typically available in the app between 30-60 minutes after the final siren.

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 AFL Live Official App, select Notifications from the menu, and manage notifications settings.

To access Notifications you need to have an AFL Login.