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

Draft, subject to legal and organisational approval. Player codes show MKL, the player's name and a short letter-and-number ending. They can be used by their intended viewers up to the allocated limit per eligible home fixture in the named season. The player's contact email is not a redemption restriction; each viewer uses their own verified account. Staff can review a player CSV before confirming it and download issued codes for distribution. Importing sends no emails. If an allocation appears incorrect, contact support with the player label, fixture and final four code characters.

Draft, subject to legal and organisational approval. Match staff issue a separate five-character goal judge code for each phone and assigned rink end. Older longer codes remain valid until used, expired or revoked. Repeated sign-in attempts may be temporarily limited; wait before trying again. If a code has already been used or the phone's website data has been cleared, ask match staff to revoke the old access and issue a new code.

For away-roster production problems, authorised match staff should check the selected graphics worker, saved and prepared revision, return feed and reported missing media. A browser disconnect does not stop an intended roster run. If an exit fails, the worker preserves the roster picture and staff should restore the feed in vMix. Contact support with the fixture, worker name, command time and displayed error; do not send private recordings unless an agreed support route requires them.

• Anyone may create an account without staff 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. Retired beta access 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

Draft, subject to legal and organisational approval. If staff grant you a complimentary pass, sign in to the named account and check My Passes for the selected games. Manual grants have no payment or purchase order and may have an expiry. Selecting an existing pass grants only its currently published, upcoming or live production games; later games require another staff grant. Staff can find the account by name, email, username, account ID or exact watermark code, check its game access, and review the staff member and reason recorded for each grant. A blocked account must be restored before a new manual pass can be granted. Normal broadcast opening, ending and viewing rules still apply.

Draft, subject to legal and organisational approval. Authorised staff may create an account on your behalf using your supplied email and an initial password, or approve an existing account email without sending a verification link. Staff approval is recorded with the purpose, reason and staff identity and is distinguished from mailbox verification. Sign in with the supplied email and password, then use Account → Change password to choose your own password without opening your inbox. For testing, staff may generate a login address ending in @example.invalid; it has no mailbox, so verification and password-reset messages cannot be received there. Staff creation sends no verification email and grants no viewing pass. Blocked accounts must be restored before email approval.

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.

Playback recovery and sign-out

Draft, subject to legal and organisational approval. Stream pages automatically send limited error diagnostics to our support system, including script, console-error and player failures before playback starts. Reload the stream page and try the failing action again, then tell support the fixture and approximate time. Authorised staff can download recent browser diagnostics from the viewer's support page. The report contains technical error categories, codes and browser details, not raw console messages, passwords or stream tokens. Reporting may be unavailable if the device is offline, signed out, blocked from contacting the site, or has reached a diagnostic limit; screenshots and the displayed error reference are still useful.

Draft, subject to legal and organisational approval. If playback fails, include the displayed player code and short session reference with your support report; do not send signed playback links or session tokens. If sign-out fails on a previously opened video page, open the site's sign-out page in a new tab and confirm there. Stream and countdown pages retain the normal browser referrer policy so secure account forms can validate their source.

If IVS playback reports an authorization error, the player can make up to two automatic attempts to refresh playback access. Each attempt checks your current viewing access and the existing one-session rule. If playback still fails, select Retry or contact support with the fixture, approximate time and any error reference shown. Stream-cleanup failures are logged for technical investigation and do not prevent account sign-out.

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

Draft, subject to legal and organisational approval. Protected video on iPhone and iPad browsers may need the player service worker described in the Cookie notice. Allow the site's playback scripts and service worker to run, then reload the stream page after a player update. If an authorization error persists, report the browser, site address, fixture and displayed error reference; an authorization error does not by itself mean that your pass has expired.

You can create a support case without linking an order or fixture.

If an interruption leaves us unable to confirm whether an email was delivered, the hosting configuration can hold that message for staff to check before sending it again. Your completed purchase and accepted support case remain recorded independently of the email. Check My Passes or your case reference while delivery is investigated.

Server recovery and backups support restoration of the website, but they cannot keep a venue camera, encoder, power supply or internet connection operating during a rink outage. We do not promise an uninterrupted broadcast or a fixed recovery time. Existing support and refund procedures continue to apply.

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.

Draft, subject to legal and organisational approval. Find your previous cases from Account > Your support cases. The case page shows its reference, status and your original report. To reply, or when its status is Waiting for customer, email [email protected] from your account email and include the case reference. Replies are handled through the support inbox; staff-only notes are not displayed and a status change does not automatically send a customer email.

My passes includes order references and links to the recorded order status, including pending and cancelled checkouts. If confirmation is delayed, use the existing order link and contact support before starting another payment. Include that order reference when opening a case.

In-app cases require a verified account email and descriptions are limited to 4,000 characters. An account may create up to three cases in a minute and keep up to five cases open at once. A rejected submission does not create a case or send a notification. Accepted cases remain recorded even if inbox delivery is delayed; delivery is retried separately. Email remains available when an in-app quota is reached.

For AirPlay, use the player’s TV button to prepare playback, then tap it again to choose your TV. The usual player controls remain available for play and pause. Retry keeps AirPlay selected; Watch on this device obtains fresh playback access for your phone after a disconnection. Google Cast is supported in compatible browsers on Android and computers, but not in iPhone or iPad browsers. Keep the sending device and TV on the same Wi-Fi network. TV playback help remains visible below the video when casting is unavailable.

Signed-in staff can use AirPlay or Google Cast for an IVS broadcast once the public viewing window opens. Test feeds, early technical previews and single-use preview links are browser-only and identify that limit on the player page.

Connecting through a TV browser

Draft, subject to legal and organisational approval. If casting is unavailable, type this site's address followed by /tv into a compatible TV browser. Scan the QR code with your phone, sign in and check the named next broadcast covered by your passes. Current coverage takes priority; otherwise the earliest upcoming eligible broadcast is used. Approve only the matching code shown on your TV. A pass is still required. The TV opens its player automatically; press OK on Start full screen if it needs a remote-control press. Keep browser view is available if full screen is unsupported. Get a new code if the code expires. Use Disconnect / reconnect on the TV when finished; signing out on the approving account also cancels its TV connections. Not every TV browser supports this video format. If the TV reports unsupported playback, use AirPlay, Google Cast or a supported phone/computer. When seeking help, give the TV model, browser, selected fixture and the written error. Do not send your password or QR approval link.

After coverage and TicketCo access

Draft, subject to legal and organisational approval. A fixture hidden by staff is unavailable on viewer pages and cannot be watched while hidden. Scheduled fixtures are released by the background lifecycle worker after the stated staff release time. Order and access records are retained. If a fixture you purchased disappears or cannot be opened, contact support with the order reference so staff can review its publication state and the support or refund position.

Draft, subject to legal and organisational approval. When an administrator ends coverage, the player stops and shows a thank-you page with available upcoming home broadcasts, rematches, passes and an optional beta survey. This is different from a temporary encoder or network interruption. Ended coverage cannot be restarted by retrying the player. Match details and your pass history remain available.

If you were selected to use a TicketCo purchase identifier, register and verify an account using the purchaser email attached to that identifier. Select the issued fixture, apply the code and confirm that no further payment is due. If the code is rejected, contact support rather than paying again to obtain the access already issued to you. Support can review the restriction, fixture and redemption records. Do not send passwords or payment-card details.

The survey is optional feedback, not an urgent support request. Use the support form for a problem needing a response. Staff may review or resolve feedback; changing your survey makes the response available for review again.

Draft, subject to legal and organisational approval. Authorised account staff can permanently delete sign-in details and release the email address for reuse, recording their identity and a reason. This stops existing viewing access and linked review-panel membership and codes. Deleted accounts cannot be restored; a new account has separate purchases, passes and marketing choices. Orders, support cases and audit history remain linked to the retired account ID for retention review, and historic snapshots may contain personal details. Contact support with your order or case reference for help after deletion or to request a review of other retained personal information. Sign-in deletion does not automatically issue a refund.

Coach reports and match-night tracking

Draft, subject to legal and organisational approval. Ask match staff for the fixture's coach link and password; no account is needed. A sign-in lasts up to twelve hours. If access expires or staff change the password, sign in again with the current password. Repeated failed attempts temporarily limit sign-in. Reports focus on enabled shots-on-goal totals and approved faceoffs. On laptop or TV-sized screens, the key faceoff panels appear alongside one another; use Full screen where available to make more room. Exit full screen or Escape returns to the browser. Longer player lists can be scrolled within their panels. Reports refresh about every ten seconds; they do not include video or replay access. For missing results or an incorrect player, location or outcome, tell match staff the fixture, period and game time. Do not include the shared password in support reports.

Draft, subject to legal and organisational approval. In the staff Tracking page, Automatic creates events after the clock stays stopped for about five seconds. Manual uses Record stoppage and saves the current period and clock without waiting for the feed to stop. Choose either entry step first; saving leads to the pending step. Saving a custom stoppage reason adds it for later use. Clips can be switched off in Coverage while faceoff and stoppage tracking remain enabled. Manual faceoff results are entered from live play and do not wait for an automatic replay.

Commentator reports

Draft, subject to legal and organisational approval. Ask match staff for the fixture's commentator link and password; coach credentials are separate. Match operators manage Commentator access in the fixture tools, where they can set, replace or revoke the password. Sign-in lasts up to twelve hours; expired or changed approvals require the current password. The report updates talking points and the selected data view over a live connection while visible. If that connection is unavailable, it retries and checks the report about every ten seconds. Pause updates holds the displayed figures for reading on air, while access checks continue; Resume updates requests current figures. Delayed updates retain the previous display with a written status. League figures are read from the existing cache and may lag behind the match scoreboard. Talking points describe available data rather than confirming on-ice strength or predicting outcomes. Missing results depend on enabled coverage and recorded data. Reports provide no video or replay access. Give staff the fixture, period and game time when reporting an issue, without including the shared password.

Draft, subject to legal and organisational approval. The commentator report's talking-point details explain recorded power-play and penalty-kill samples, goal and assist involvement, completed periods and available player or starting-goalie reference figures. Multi-game records are labelled separately from the fixture goal feed. Source and scope identifies the observation's data sources and oldest source update; Browse → Data status lists the last successful updates and missing connections. Sources older than 45 seconds or without an update time are labelled delayed. Finishing comparisons wait if league goal totals differ from the match scoreboard or either team source is delayed. The background match-data worker refreshes enabled league panels about every 30 seconds during live coverage for Automatic fixtures and fixtures with commentator access in other coverage profiles. Keep that worker running for league context to stay current. Opening the report does not contact the league service directly.

Draft, subject to legal and organisational approval. The commentator live desk shows up to two short headlines, prioritising useful match and league context rather than repeating the venue's score and clock. Tap a headline for its explanation; Source and scope opens the supporting information. Browse the match opens further talking points, Players, Play-by-play, Team stats, Faceoffs and Goalies where enabled. Data status is available from Browse. Search and filter controls are expandable; press Apply filters to submit changes. Event lists show eight records per page and player lists twelve. Tap a player for individual reference figures and available fixture contributions, then use Players to return to the same search and page. Live desk returns to the overview. Report options contains refresh, full-screen and lock controls. Live updates retain the selected view, submitted filters, page, open details and unfinished filter text. A talking point that no longer has supporting current data is labelled as no longer current. League figures still follow the background worker's refresh interval. Access is rechecked about every ten seconds even while paused, and password changes also signal existing connections to recheck. Pause holds the displayed context; Resume requests current data.