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General iFollow Troubleshooting

How do I buy a match pass?

Match passes can only be purchased on the club website, not via the EFL iFollow app.

1- Visit ccfc.co.uk

Visit ccfc.co.uk and search for the iFollow dropdown link on the main navigation bar, at the top of the page.

2 - Click on subscribe

Hover over the iFollow dropdown link and click on Subscribe.

3 - Select the fixture

Scroll down to Match Passes, select the fixture that you wish to watch, and click ‘Subscribe Now’.

4 - Sign up or sign in to iFollow

If you already have an iFollow account, sign in using your email address and password. If not, create a free account by clicking ‘Register Now’, completing the form and clicking 'Create Account' at the bottom.

5 - Enter your payment details

Enter your payment details on screen and click ‘Pay’. You’re now ready to watch the match on iFollow!

6 - Head to the match centre and tune in!

Head to the match centre via either the ccfc.co.uk home page, or the ‘Next Match’ link on the iFollow dropdown before kick-off to tune in.

 

Having trouble? Please contact the customer support team by emailing ifollow@efl.com or live chat service which can be found on the bottom right hand corner of ccfc.co.uk

Read our guide to buying a Match Pass here

 

How can I download the EFL iFollow app?

The EFL iFollow app is available via the App Store and Google Play Store by searching for "EFL iFollow”. There is currently no app available on the Amazon Appstore.

 

My account is locked / I can’t login – what do I do?

For instructions on how to reset your password, please visit this page.

You may be experiencing difficulty in resetting your password if the email address you are typing in does not match the email address that you registered with, so you may wish to try registering again

If you've tried to reset your password and are still having trouble accessing your account, please contact the customer service team for assistance via ifollow@efl.com or by using the live chat tool at the bottom right hand side of your club’s website.

 

My App isn’t working

Firstly, please verify that location services are enabled on your mobile device and test the app on mobile data and Wi-Fi to determine any connection differences.

If you are still facing the same issue, please follow the steps below:

  1. Exit the app
    2. Delete the app from your device
    3. Turn your device off and on again
    4. Re-install the app from the relevant App Store

Please note you can also watch and listen live through mobile-browser, so you can also try watching via Safari or Chrome on your mobile/tablet device.

If the issue still occurs, please contact ifollow@efl.com

 

How do I reset my password?

To reset your password, please follow these steps:

Go to the club website you are signed up to
Click on the sign in link in the navigation bar
Click the "Forgot your password?" link
Input the email address you used to create your account and click “Reset Password"

An email will be sent to you to reset your password, just follow the simple steps - please make sure you check your spam folder!

You may be experiencing difficulty in resetting your password if the email address you are typing in does not match the email address that you registered with, so you may wish to try registering again.

If you're still having trouble accessing your account, please contact the customer service team for assistance via ifollow@efl.com or by using the live chat tool at the bottom right hand side of your club’s website.

The reset password link is taking me to the wrong club?

Each iFollow account is registered to one EFL team and the club you are registered with will be based on historic purchases. If you do not have an active subscription, please contact our support team with details of the email registered and confirm that you would like your account deleted. You will then be able to re-register with a different club via the club website.

If you have an active subscription, please contact the support team and confirm the email address that is registered along with which club you would like your subscription allocated to. Our teams will be able to transfer your subscription, however please note this may take up to 48 hours to process.

 

What do I do if I experience technical difficulties accessing the stream?

Firstly, please clear your browser cache and cookies, refresh your browser and try accessing content again; instructions on how to clear your cache and cookies can be found at the following links:

Mac / Safari: https://support.apple.com/en-gb/guide/safari/sfri47acf5d6/mac
iPhone / iPad: https://support.apple.com/en-gb/HT201265
Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Internet Explorer: https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies

If you still have issues, please check for any updates available for your current browser and make sure cookies and third-party cookies are enabled.

If you have the same issues after trying those suggestions please try using an alternative web browser (i.e. Google Chrome, Mozilla FireFox, Safari and Edge) to eliminate any browser specific issues.

 

What browsers will iFollow work with?

iFollow has been tested on the browsers & operating systems listed below.

On all of these, cookies must be enabled and we strongly advise turning any ad-blockers that you may be running off, as these can interfere with playback.

Windows 10 + Chrome
Windows 10 + Firefox
Windows 10 + Edge
Windows 10 + Internet Explorer 11

macOS 10.15 + Safari
macOS 10.15 + Chrome
macOS 10.15 + Firefox

iPhone: iOS 12 + Safari
iPhone: iOS 13 + Safari
iPad: iOS 13 + Safari

Samsung Galaxy S10: Android 9 + Chrome
Samsung Galaxy S9: Android 8 + Samsung Internet

If you are experiencing problems with playback, please visit this page

 

 

The video stream won't load, it's just a spinning wheel.

If you have purchased a video match pass and the stream is failing to load, there are a few steps you can run through yourself.

  1. Make sure you're not running an ad-blocker

Some ad-blockers can interfere with live video playback so we recommend turning any ad-blockers off and refreshing the page, then try and reload the video stream.

  1. Make sure cookies are enabled

You will need to ensure cookies are not disabled to run iFollow.​ You can check that you have cookies running by following the instructions for the relevant browser below.

Mac / Safari

iPhone / iPad

Chrome

Firefox

Internet Explorer

  1. Upgrade your browser

Make sure you are running the latest version of your browser. You can check this by following the instructions for the relevant browsers below.

Mac / Safari

Chrome

Firefox

Internet Explorer

  1. Try another browser

If none of the above troubleshooting steps solve your issue, try downloading another browser.

 

If you're still having trouble, please contact the customer service team for assistance via ifollow@efl.com or by using the live chat tool at the bottom right hand side of your club’s website.

 

I can't find a button to click through to the live video stream, how do I access it?

Please note that live video links become available one hour before kick-off in the Match Centre.

To locate the Match Centre, locate the iFollow section in the navigation bar and click on 'Next Match'.

 

I am logged in elsewhere, but want to stream on another device. Is this possible?

Yes, the system will automatically stop playback on any other devices and the most recent log in will take precedent.

 

If I have purchased a match pass, can I drop in and out of the coverage or join the match once it has started?

Yes, match pass holders can join the coverage at any time.

 

Why am I getting a message about ‘Territory Restrictions’?

iFollow subscriptions are location specific and will only work in the territory where they are intended to - the use of a VPN is prohibited as per the terms and conditions.

 

I’m getting a blank screen when I try to play video

Firstly, please clear your browser cache and cookies, refresh your browser and try accessing content again; instructions on how to clear your cache and cookies can be found at the following links:

Mac / Safari: https://support.apple.com/en-gb/guide/safari/sfri47acf5d6/mac
iPhone / iPad: https://support.apple.com/en-gb/HT201265
Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Internet Explorer: https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies

If you still have issues, please check for any updates available for your current browser and make sure cookies and third-party cookies are enabled.

If you have the same issues after trying those suggestions please try using an alternative web browser (i.e. Google Chrome, Mozilla FireFox, Safari and Edge) to eliminate any browser specific issues.

My subscription renewal has failed

The most common reason for payment failures is an out of date card on file. Please check and update your payment information in the 'My Account' section called 'Payment Information'. You can add a new card by selecting the '+' symbol.

Once you have updated your details, we recommend that you manually purchase a new subscription by clicking the 'Subscribe' link under the 'iFollow' section. This will ensure that you get immediate access to the service.

 

I have a different question that has not been answered. Who can I contact?

Please email ifollow@efl.com with any other queries or alternatively use the live chat tool, available on the bottom right of your club website.