Support

For account, payment, pass or playback help, email [email protected]. Support messages are handled under our Privacy notice.

Postal correspondence can be sent to Planet Ice, Elder Gate, Milton Keynes, MK9 1DL. Email or an online support case is normally faster for a live-fixture problem.

Before a live fixture

• Anyone may create an account without an invitation or approval, but the account email must be verified before checkout.
• Sign in to the account used for the purchase and check that the pass appears in My Passes.
• If you used a discount code, confirm the revised price and every included game before checkout; successful access belongs to the signed-in account rather than to the code itself.
• A season pass adds production games assigned to its tracked season automatically, including games scheduled after purchase. Check My Passes or contact support if a matching game is missing.
• Use a current supported browser, disable extensions that block the player, and check that your connection is stable.
• If another device was viewing, use the on-screen takeover option to move the active session.
• The match page opens 60 minutes before the published face-off and video opens 40 minutes before it; both countdown pages change automatically.

Registration or email verification alone does not unlock paid video. If My Passes does not show the fixture, check the completed order or discount redemption linked to this account. Former invitation links and legacy stream codes no longer grant access; support can investigate an independent order, discount, manual grant or staff grant, but cannot reactivate those retired access methods.

Countdown and starting states

Before the 60-minute boundary, only the fixture and countdown are available. Between 60 and 40 minutes before face-off, match information is available while video continues to count down. After the 40-minute boundary, “Starting shortly” means the private video channel is not ready or has not yet received the venue contribution. Leave the page open for automatic recovery and contact support if the state persists near face-off.

Each fixture can provide full statistics, automatic score and API data only, no statistics, or a custom selection. Fan messages are controlled separately. If a supporting section disappears during play, keep the video page open: the broadcast can continue normally and the page reloads into the current fixture configuration.

What to include

Give us your account email, order or fixture reference, the approximate time, your browser and device, the exact message shown, and what you already tried. For a discount problem, include the code type or recipient label and only the final four characters of the code; authorised staff can find the full issued value in the audit report. A screenshot can help if it does not expose private information.

Never send your password, one-time security code, full reusable discount code, former stream code, full card number, card security code, Stripe secret, stream token or another person’s personal information.

Payments, cancellations and refunds

For a duplicate charge, cancelled fixture, reschedule or material viewing failure, include the order reference and read our Refund and service failure policy. We can investigate payment status without asking for full card details.

Privacy and accessibility

Use the same email address for a data-protection request or to report an accessibility barrier. Clearly label the subject “Privacy request” or “Accessibility” so it can be routed correctly. We may need to verify your identity before disclosing account information.

Security reports

If you believe an account or the service is at risk, email us with a concise description and safe steps to reproduce the issue. Do not access another person’s data, disrupt a live service or publish secrets. We will route the report to an authorised technical contact.

Support records

Support cases have a reference and status so the team can follow an issue through to resolution. A new case notifies the Lightning TV support inbox, and authorised staff manage cases and product feedback in a private dashboard. Staff may consult the account, purchase and playback investigation records described in our Privacy notice where relevant to the request. We do not publish a guaranteed response time; live-fixture incidents, payment problems, security reports and privacy-rights deadlines are prioritised according to urgency and legal requirements.