1. Check information in Conviva

• We can see information about what the customer has viewed, on what devices, from what geographic areas, and through what Internet providers.

• The speed test will start automatically, and once the text turns black, the speed test is completed.

• Compare the number with the minimum requirements:

2. Restart the network

• Turn off, or unplug the Smart TV, Games Console, or Streaming Device.

• Unplug the modem and router from the mains power (If you do not have a router, unplugging the modem will be enough).

• Make sure everything stays unplugged for at least 30 seconds.

• Plug in the modem and wait until it is connected (no new indicator lights are blinking anymore). If there is a router, plug it in and wait until it is connected (no new indicator lights are blinking anymore).

• Turn on the Smart TV, Games Console, or Streaming Device and start DAZN again.

3. Connect the device directly to the modem

If using a wireless router to watch DAZN on some device, try connecting this device directly to the modem, bypassing the router and the wireless signal. That will help identify what’s causing the problem by eliminating the router or wireless connectivity as a possible cause. Please note that depending on the device, an extra cable/adapter might be needed to connect the device to the modem.

4. Improve Wi-Fi signal

Suggestions to improve Wi-Fi signal at home:

• Ensure the router is not near other wireless devices, as they can cause interference when connecting to the Wi-Fi.

• Move the router to a high position and ensure no obstacles around it. For example, a router below or behind furniture might cause problems.

• Move the router to a central location in your home, which will help you distribute the signal evenly in your home.

5. Go to specific device troubleshooting in this section to continue if nothing worked above!

Basic Troubleshooting in Your Web Browser 

Follow the steps below:

1. Confirm if your internet connection is available on your device.
To check if your PC/MAC has a working internet connection, see if you can access www.dazn.com. If you can view the page without receiving an error message, you know that your PC/MAC's internet connection is working.

2. Check your internet connection speed at www.fast.com.
In your browser, go to www.fast.com to check your internet connection speed. Since this page is optimized for streaming services, it will provide you with an accurate measure of your internet speed. To check the recommended speed for watching DAZN, click here.

3. Try another event and see if it works.
In your web browser, see if you can load any other event currently running. If it works, go back to the original event you wanted to watch. If the other event isn't working, proceed to the next step.

4. Try a different web browser.
Simply attempt to watch DAZN in a different web browser. For a list of available web browsers, check http://outdatedbrowser.com. On this website, you can find the latest versions of available web browsers.

5. Clear cookies and cache.
Please navigate to our article "How to delete your cookies and cache" for more information on the web browser you are using.

6. Check your IP address and confirm it is located in a supported country.
In your web browser, navigate to Maxmind. Once you're on the Maxmind page, it will automatically show you where you are located according to the Maxmind database. Make sure you are located in a supported country.

At DAZN, we are committed to providing sports enthusiasts with an exceptional streaming experience that is fair, secure, and optimized for every user. To maintain the integrity of our platform and uphold licensing agreements, we do not support the use of Virtual Private Networks (VPNs). This article aims to shed light on why DAZN does not endorse VPN usage and how this policy contributes to a reliable and high-quality streaming service.

1. Preserving Licensing Agreements:

DAZN secures broadcasting rights and licensing agreements to bring you exclusive sports content from around the world. Our commitment to these agreements ensures that you have access to the most sought-after events in your region. The use of VPNs can potentially circumvent these regional restrictions, leading to a breach of licensing terms and a violation of content distribution rights.

2. Maintaining Fair Usage:

To create a level playing field for all subscribers, DAZN enforces policies to prevent unfair access to content. The use of VPNs can allow users to access content from regions where they do not reside, disrupting fair access and potentially impacting the quality of service for others.

3. Ensuring a Secure Environment:

VPNs are sometimes employed to mask the user's true location, which can pose security risks to both the platform and the user. By restricting the use of VPNs, DAZN aims to maintain a secure streaming environment, protecting both the integrity of our service and the privacy of our users.

4. Optimizing Streaming Quality:

DAZN is committed to delivering high-quality streaming experiences, including reliable connections and minimal buffering. The use of VPNs can introduce latency and reduce the overall streaming quality, affecting the enjoyment of live sports events. By discouraging VPN usage, we strive to provide the best possible streaming quality for all users.

How to Enjoy DAZN Without a VPN:

To ensure a smooth and uninterrupted streaming experience on DAZN, simply access the platform without the use of a VPN. Our platform is designed to recognize your location and deliver content based on your region, allowing you to enjoy your favorite sports events seamlessly.

At DAZN, we appreciate your understanding and cooperation in adhering to our VPN policy. By doing so, you contribute to the fair, secure, and optimized streaming experience that defines DAZN as the ultimate destination for sports enthusiasts worldwide. If you have any questions or concerns, feel free to reach out to our customer support team here, who are here to assist you on your sports streaming journey.

You can change your personal details anytime in My Account* 

Once you are signed in, you have the following options:

• Change your name, e-mail, or password
• Change your payment method, or cancel your subscription
• Get an overview of your signed-in devices
• Select your language preferences
• Sign up and opt out of our newsletter

If you change your name, payment details or your password, we will send you a confirmation email.

* Due to high volume of sign ups, it may take up to 24 hours to access 'My Account' section after registering. This will not affect your viewing content.  

If you are struggling to remember your password, or you need to reset it for security reasons, this article can help you through the process.

How to reset your password

1. Go to our ‘forgotten password’ recovery page. You can find this on the sign in page – just click ‘Forgot your password?’

2. Enter your email address and select ‘Send’.

• You’ll then receive an email with a link. The email will come from DAZN Password Reset, with the subject Lost your password?’.
• Make sure to check your junk or spam folder too.

3. Select the ‘Reset password’ button in the email.

• This will take you to a new page in your browser, where you can set a new password.
• Follow our guidance for setting a secure password below.
• You’ll need to enter your password twice, then click ‘Change password’.
• If your password reset link takes you to the DAZN sign in page, try clearing the cookies or cache on your device. Cookies keep a track of the websites you visit and your online activity, and your cache stores temporary information, to help reduce loading times. Find out how to clear your cookies and cache here.
• If this doesn’t work, reach out to customer support using the link below.

4. Your password has been updated. You’ll receive an email to confirm that your password has changed.

5. Sign into DAZN using your new password.

You’ll need to sign in again on any device you use DAZN on. That’s because resetting your password will sign you out of your account for safety reasons.
 

Creating a secure password

Making sure your password is secure is the best way to keep your account safe.

Do

• Make your password at least 8 characters long. We’d recommend 10 characters or more for extra safety
• Use numbers, special characters (!?:&*), upper and lowercase characters to make your password harder to guess
• Use passphrases, such as picking three random words and writing them with a variety of characters.

Don’t

• Use your name, email or other personal information
• Make small changes to old passwords and use a slightly updated version of that password
• Use a password you’ve used anywhere else.
   

What to do if you don’t receive your password reset email

It can take up to 15 minutes for your password reset email to come through. If you don’t receive it, check your junk or spam folders.

If you still haven’t received the email, make sure you’re using the same email address you used to sign up to DAZN. You can check this by searching your inbox for any other emails from DAZN, such as a subscription confirmation.

See how to recover your email address here.

If you still haven’t received your password reset and you are sure it’s the right email address, reach out to customer support using the link below.
 

What to do if your password reset link won’t work

If you receive a password reset email and the link won’t work, this may be because the link has expired.

You can try resetting your password again and use the new email you receive. If the link still won’t work, reach out to customer support.

Still stuck?

If you’re having any other problems resetting your password, reach out to customer support.

This product contains technology subject to certain intellectual property rights of Microsoft. Use or distribution of this technology outside of this product is prohibited without the appropriate license(s) from Microsoft. Content owners use Microsoft PlayReadyTM content access technology to protect their intellectual property, including copyrighted content.

This device uses PlayReady technology to access PlayReady- protected content and/or WMDRM-protected content.

If the device fails to properly enforce restrictions on content usage, content owners may require Microsoft to revoke the device’s ability to consume PlayReady-protected content. Revocation should not affect unprotected content or content protected by other content access technologies. Content owners may require you to upgrade PlayReady to access their content. If you decline an upgrade, you will not be able to access content that requires the upgrade.

Tools needed:

• Salesforce

• Zendesk (to come)

1. B2B clients and B2B partner Premium Sports will be provided the pre-existing mail address of help@business.dazn.com to contact CS regarding account access issues, streaming issues, PPV entitlement issues, or any general concerns the client or the partner may have concerning the account.

2. These contacts will be routed into B2B Salesforce and will be routed to the Canada CS email queue and will be worked by CS agents in order to resolve the outstanding issue.

3. These cases are to be treated as priority once received due to the nature of the client and the impact that the existing issue could present to their establishment.

4. Issues are to be handled using pre-existing troubleshooting steps and the agent should follow the pre-approved escalation guidelines as outlined within this article How to Escalate cases to DSC/Incident Escalation. Should there be an issue that needs to be escalated to DSC, please ensure that the proper DSC channel is utilized.

5. Should there be a situation where the client or partner is requesting verbal communication, please follow the procedures outlined by management on how to handle said request.