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iFollow FAQs – Video Match Passes!

FAQS to help you on Saturday...

29 September 2020

iFollow has provided the following FAQs to help supporters with purchasing/redeeming an iFollow MK Dons Video Match Pass…

1) Email says I'm already registered

This will mean that you already have an account set up on iFollow and just need to sign-in instead of registering for a new account.

If you do not have your login credentials to the existing account, you will be able to use the "forgot your password" link on the sign-in page.

2) How do I reset my password?

To reset your password, please follow these steps:

- Click HERE

- 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.

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 the iFollow 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 (MK Dons). Their support teams will be able to transfer your subscription, however please note this may take up to 48 hours to process.

If you're still having trouble accessing your account, please use the live chat tool at the bottom right hand side of your club's website, which is available on match days.

3) How to use a promo code and what to do if it doesn't work.

Promo codes can only be redeemed on the club website, not via the EFL iFollow app.

- Click HERE

- Hover over the iFollow dropdown link and click on subscribe.

- Select the fixture

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

- 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.

- Enter your promo code. Enter your promo code into the box on screen and click 'Apply' to activate your discount. Your Match Pass will then be available for free. Please note you will still have to enter your card details in order to process the free match as the promo code works as a percentage discount (100%), but don't worry, you won't be charged.

- Head to the match centre and tune in!

Head to the match centre via either the website home page, or the 'Next Match' link on the iFollow dropdown before kick-off to tune in

If you're having trouble accessing your account, please use the live chat tool at the bottom right hand side of your club's website, which is available on match days.

IMPORTANT! Please note that the codes are single-use only, which means they become inactive once they have been redeemed against an account (and therefore cannot be shared).

4) I'm due a refund
If you are have been charged in error, you will receive a refund.

If you have emailed ifollow@efl.com, please be assured that your request has been logged and you will be responded to, but please note that response times are currently longer than usual.

If you have already emailed, please do NOT send another email as this will generate a duplicate ticket in the system and your original ticket will lose its place in the queue.

5) 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.

- 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.

Follow the steps below to turn off ad-blockers:
Google Chrome – head to mkdons.com >> on the left hand side of the URL, click on the lock icon >> click Site Settings >> under Permissions, scroll down to ‘Ads’ and on the right hand side select ‘Allow’ >> refresh your page

Internet Explorer >> head to mkdons.com >> on the left hand side of the URL, click on the lock icon >> then click ‘manage permissions’ >> head to the Privacy and Security section >> scroll down to ‘Security’ and ensure ‘Pop-ups’ are enabled >> refresh your page

Safari – head to mkdons.com >> on the left hand side of the URL, right click on the lock icon >> select ‘Settings for this site’ >> ensure ‘Ad/Content Blockers’ are enabled >> refresh your page

- 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.

Safari / iPhone/iPad / Chrome / Firefox / Internet Explorer

- 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:

Safari / Chrome / Firefox / Internet Explorer

- Try another browser

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

If you're still having trouble accessing your account, please use the live chat tool at the bottom right hand side of your club's website, which is available on match days.

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

- Windows 10 + Chrome, Windows 10 + Firefox, Windows 10 + Edge, Windows 10 + Internet Explorer11
- mac0S 10.15 + Safari, mac0S 10.15 + Chrome, mac0S 10.15 + Firefox
- iPhone: i0S12 + Safari, iPhone: i0S13 + Safari
- iPad: i0S13 + Safari
- Samsung Galaxy S10: Android 9 + Chrome
- Samsung Galaxy S9: Android 8 + Samsung Internet


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