What is the pre-season match coverage and what does it offer?

Coverage includes live match video of 1. FC Nurnberg v Arsenal, Everton v Arsenal, Orlando City v Arsenal, Chelsea v Arsenal and Arsenal v Sevilla There will be no audio only coverage.

We expect high demand on match days and encourage you to login and get your match pass before matchday. If doing it on matchday, video will be playing out up to three hours before kick off.

For fixture details please see the fixture page on https://www.arsenal.com.

Where can I watch games?

All pre-season matches covered in our service will be available to view on  https://www.arsenal.com/live-ppv and on the Official Club App on iOS and Android

What territories can I watch in?

Due to rights restrictions, some of the games are only available to view in specific countries. Only games that you can access in your country will be visible to you to purchase on Arsenal.com.

I don’t have an account, why am I being asked to login to purchase a match pass?

Match passes need to be associated to an Arsenal account. You can register for free as a Digital Member, just click ‘Don’t have an account? Sign up for free’ towards the bottom of the screen when you’re prompted to Login.

I've forgotten my password/username

If you’re a  Gold, Platinum, Purple, Red Silver or Junior Gunner Member you must use your Membership number as your username. You need to reset  your  password at: https://www.eticketing.co.uk/arsenal/Authentication/ForgottenPassword  - please allow 30m for your new password to work on Arsenal.com

Everyone else please click the ‘Forgotten Password’ link on the login screen of  https://www.arsenal.com/

I have a My Arsenal Rewards voucher, what do I do?

If you have a voucher you should click to purchase the relevant match pass at https://www.arsenal.com/ppv-packages, and then enter your My Arsenal Rewards voucher code where prompted on the checkout page.

When is my voucher valid?

Vouchers are valid on a match-by-match basis.

I paid for a match pass, why haven’t I received a confirmation email?

If you paid for a match pass you should have received an email. In case this hasn’t happened you can see your transaction history and any match passes you have in your account page at: https://arsenalpayments.streamamg.com/account

Which devices can I watch the pre-season games  on?

Live video is available on the desktop, mobile and tablet versions of  https://www.arsenal.com/, as well as the Official Club App.

iOS and Android devices running the latest versions of the respective operating systems are supported. Google Chrome, Firefox, Edge and Safari are supported. Please note Internet Explorer and Smart TV browsers are not supported.

If using Google Chrome or Safari, casting is supported via Chromecast and Airplay respectively.

If you are unsure whether your technology will be supported, please  email arsenallivesupport@streamamg.com  with your device and browser details.

What are the system requirements?

Your device needs to comply with the following minimum system requirements:

Processor: 2.33GHz or faster x86-compatible processor, or Intel® Atom™ 1.6GHz or faster processor for netbooks.

Memory: 2GB (1GB for netbooks) 128MB of graphics memory.

Operating Systems: Windows 8.1 or later, Mac 9+.

Browsers: latest versions of Microsoft Edge, Mozilla Firefox, Google Chrome and Safari.

*Internet Explorer and Opera are not supported for Live Video.

512MB of RAM (1GB of RAM recommended for netbooks)

Mobiles & Tablets Operating Systems: Android 6+, iOS 9+

Some OS may still not be supported by manufacturer.

What are the internet connection requirements?

You will require a WIFI or broadband internet connection (DSL/cable or higher) with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD (mobile data may not be supported). 
For users travelling abroad, please use a Wi-Fi network or broadband connection to purchase and view the pass, to avoid extra charges and maintain full compatibility (this allows the country you are in to be recognised as a selected territory).

I’m having issues with my video or audio feed. What can I do?

During the game, please report your technical issues to  arsenallivesupport@streamamg.com,  who can investigate whether there is a problem with the broadcast. If there are no issues at the broadcast end, we will need to complete troubleshooting steps, these may involve confirming details about the device, software and your internet connection.

Please note, that it is your responsibility to ensure you are using compatible technology ahead of purchasing a live subscription.

How do I get a refund?

Refunds can only be issued for those who have reported a technical issue during the game and it proves to be a fault of our providers and cannot be rectified. Please note, that if you do not watch a stream through choice, or don’t report a technical issue to customer service during the game, we will not be able to issue a refund.

If you have redeemed My Arsenal Rewards points in order to access the pre-season games and are eligible for a refund in accordance with our Terms & Conditions (https://www.arsenal.com/news/pre-season-pay-view-terms-conditions), your points will be reinstated into your My Arsenal Rewards Points Account as notified by us.

Can I get an illegal feed?

All feeds of the game are monitored by the club. The club has a strict monitoring policy in operation and will prosecute individuals who illegally stream live games. We would ask anyone who observes these feeds to anonymously inform us via  arsenallivesupport@streamamg.com.

My feed keeps buffering. What’s wrong?

Is your connection fast enough? Try to stop all current downloads, videos you are watching or torrents and visit  http://www.speedtest.net to test your download speed.
Results should show a minimum of at least 2Mbps to process streamed content along with usual browsing activities efficiently.

I’m receiving a “media not found” message

The live video will only be live for up to three hours before and during match coverage. If the game has kicked off and you are receiving this message, please contact arsenallivesupport@streamamg.com.

Any other questions?

If you have any further queries, please contact customer services at  arsenallivesupport@streamamg.com.