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iFollow FAQ (June & July 2020)

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We hope that this FAQ resolves a majority of concerns or issues that Reading supporters may experience when using iFollow at the end of the 2019-20 season. We appreciate that this will be the first time that many supporters have used iFollow and that they may have questions about the service.

If you have any further questions, these should be addressed to the dedicated iFollow Support by emailing ifollow@efl.com with as much information as possible.

Using iFollow

Yes - all Season Ticket holders for the 2019-20 season can watch all nine of our remaining fixtures for free through iFollow. This is still the case regardless of whether or not you also choose an additional option, as communicated on our website on 15th June (click here to read more).

Yes. All supporters wishing to watch live streams of our games, either on readingfc.co.uk or through the Reading Official App, will need to have an iFollow account.

Head to our iFollow sign up page by clicking here and follow the instructions to get your account set up.

No. ‘Royals Account’ is your main supporter profile, which you use to log in when buying tickets and merchandise as well as managing your personal details and communications preferences.

iFollow is a different service and requires a different account. It is possible to use the same email address as your login for both your Royals Account and iFollow, but the accounts are separate.

Yes, iFollow accounts can only be registered to supporters aged 18 or over. However any Season Ticket holders aged under 18 will still be issued with a promotional code, which can be redeemed by an active iFollow account – including ones registered to their parent or guardian.

iFollow is not directly supported by TVs, including Smart TVs. It is only possible to use iFollow directly on the readingfc.co.uk website, or via the Reading Official App which is available to download for iOS and Android.

Yes – but you will need to install the Reading Official App, by searching for it in the App Store for iOS or the Google Play Store on Android. You will need to log in to iFollow within the app using your usual credentials.

No. You can only watch one stream per account at a time, and attempting to watch on more than one device at a time may cause the account to be disabled or deactivated.

Yes – but not immediately. Once the broadcast ends, it can take up to six hours for the game to become available, while the footage transcodes. To watch a full match replay of any of our games, head to our Fixtures & Results page and select ‘Watch on iFollow’ next to the relevant fixture.

 

Season Ticket holders

We will create a full step-by-step guide for this process, once promo codes are distributed.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

Yes. Season Ticket holders will be given a single promotional code which will allow them to watch all of our remaining games on iFollow, with the inclusion of any which get selected for coverage on Sky Sports.

Any games which are selected for Sky Sports coverage will not be available for non-Season Ticket holders to purchase as a Match Pass.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

Yes, all Season Ticket holders will get one single-use promotional code. Please note that iFollow accounts can only be registered to supporters aged 18 or over, but supporters aged under 18 can redeem their code on any active iFollow account – including ones registered to their parent or guardian.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

No, you do not need to select any of the match packages or passes. The only extra thing you need to do after registering your account is to redeem your personal promotional code.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

Season Ticket holders do not need to purchase Video Match Passes for any fixtures. If you have done this unnecessarily, please contact iFollow Support as a matter of urgency before the game by emailing ifollow@efl.com and provide full information in order to request a refund.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

This will be sent to the email address which we have registered to your main supporter profile (please note, this is not necessarily the same email address as your iFollow account). If we do not have an email address for you, it will instead be sent via SMS.

If you cannot locate your promotional code or if you do not believe you have received it, please email ticketing@readingfc.co.uk at the earliest opportunity with your full name and Member ID and we will re-send it to you as soon as possible.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

Yes, every Season Ticket holder should receive a personalised email and promotional code to the email address which is registered to their main supporter profile – this could potentially include multiple messages sent to the main email address.

However we would encourage all supporters to update their details through their Royals Account by clicking here, so that only one profile is registered per email address. Every supporter will be able to retain their purchase history and loyalty points when setting up their Royals Account for the first time, by linking it with their Member ID.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

If you cannot locate your promotional code or if you do not believe you have received it, please email ticketing@readingfc.co.uk at the earliest opportunity with your full name and Member ID and we will re-send it to you as soon as possible.

We anticipate that codes will be sent out no later than Thursday 18th June 2020. Please do not contact Reading FC about promotional codes before this time.

Please make sure to check your junk/spam folders in your email inbox. It will have been sent from ReadingFC@communicatoremail.com to the email address which is registered to your main supporter profile (do not reply to this email).

If you still cannot locate your promotional code or if you do not believe you have received it, please email ticketing@readingfc.co.uk at the earliest opportunity with your full name and Member ID and we will re-send it to you as soon as possible.

Promotional codes can only be redeemed once. After it is successfully redeemed to your account (which allows access to watch all of our games), the code will no longer be valid to use again.

Therefore the likeliest cause of this problem is that you have already successfully activated your code.

To check whether your promotional code has been successfully redeemed, please log in to iFollow by clicking here, and within the ‘My Information’ page, scroll down to ‘Packages & Purchases’. Expand this information by pressing the + button on the right-hand side, and you should see ‘Video Pass for Season Ticket Holder’ listed under Current Subscriptions. This means that your iFollow promotional code has been redeemed successfully and you are ready to watch on matchday.

If your account does not say 'Video Pass for Season Ticket Holder' and your promotional code is still not valid, you will need to contact iFollow Support directly by emailing ifollow@efl.com

Non-Season Ticket holders

Match passes for individual matches cost £10 for supporters in the UK/Ireland. Audio commentary passes are also available for £2.50 per match.

Once you are logged in to iFollow, head to the subscription page by clicking here and select the package you wish to purchase.

Should any of our fixtures be selected for live coverage on Sky Sports, these will not be avallable to buy as a Match Pass.

No. The £10 price is standard across all Championship clubs and their streaming platforms, and therefore we are not able to provide discounts for bulk-buying.

All supporters in the UK/Ireland who do not have a Season Ticket will have the option to purchase Video Match Passes for available games at the cost of £10, including those supporters who already have a subscription to the Monthly or Annual Audio Pass. Video streaming is not included within the Audio Passes.

If you wanted to cancel your audio subscription and instead purchase Video Match Passes, you will need to email ifollow@efl.com and iFollow Support will help you through the process; please note that refunds will not be issued. Otherwise your audio pass will remain valid for you to listen to our fixtures.

Overseas supporters

As usual, International Match Passes are available for £5 for supporters based outside the UK/Ireland.

No – your International Season Pass includes these fixtures, with the exception of any which are selected for broadcast in your country.

Yes – but not immediately. Once the broadcast ends, it can take up to six hours for the game to become available, while the footage transcodes. To watch a full match replay of any of our games, head to our Fixtures & Results page and select ‘Watch on iFollow’ next to the relevant fixture.

Account problems

If you are not sure whether you already have an iFollow account, go to the sign in page by clicking here and press the button which says ‘Forgot your password?’ and enter your usual email address. If you get an error message stating Email or password is not valid’, then you have not registered an account. Otherwise, you will receive an email with a password reset link.

Please remember to check your junk/spam folders for this password reset email, which will be sent by eflsupport@neulion.com – however if you still have not received an email, then you will need to get in touch with iFollow Support by emailing ifollow@efl.com with the relevant information.

Firstly, please make sure you have not already registered using this email address. To check, go to the sign in page by clicking here and press the button which says ‘Forgot your password?’ and enter your usual email address. If you get an error message stating ‘Email or password is not valid’, then you have not registered an account. Otherwise, you will receive an email with a password reset link.

If you continue to experience issues with subscription, you will need to contact iFollow Support directly by emailing ifollow@efl.com – unfortunately at Reading FC we cannot access your account to help resolve these problems.

Some browsers, in particular on mobile phones and tablets, experience an error of this nature. We would recommend that you sign in to iFollow either on your computer, or via the Reading Official App on iOS or Android.

Technical problems

For any technical support in using iFollow, you will need to contact iFollow Support by emailing ifollow@efl.com with details of your problem.

Yes – the best way to test whether you computer will play video is to visit the Fixtures & Results page and select ‘Watch on iFollow’ next to a previous match.

You will be directed to the Match Centre, where you can either watch the full match replay by pressing ‘Watch now’ (only available to International Season Pass holders or Season Ticket holders who have redeemed their promotional code), or by selecting the ‘2-minute review’ highlight package towards the bottom of the page (available to all iFollow users).