FAQs: Palace TV+

If you experience an issue accessing a live broadcast, please ensure that you are logged in with the account associated to your Season Ticket+ when attempting to access the stream.

If you cannot access a stream, please email the Crystal Palace box office: boxoffice@cpfc.co.uk

We encourage supporters who have an active 23/24 Season Ticket+ to check their account is working correctly ahead of a broadcast going live.

To do so, simply login to the website and click here to play a test video – if you can watch it, your subscription is correctly set up. If you are blocked from watching it, please contact boxoffice@cpfc.co.uk.

Firstly, please ensure that you are logged in with the account associated to your Membership/Season Ticket+.

Secondly, the broadcast only becomes visible around 30-45 minutes before kick-off, so if you are trying to access the page – it will take you to a payment page (we are fixing this!).

Thirdly, if you still cannot access the stream - the most likely issue is with your ticket/membership account being linked incorrectly.

To find out more information and try to fix it yourself please follow this link: https://www.cpfc.co.uk/how-to-use-palace-app-and-website/

We encourage supporters who have an active 23/24 Gold Membership/Junior Gold Membership/International Membership/any Palace TV+ subscription to check their account is working correctly ahead of a broadcast going live.

To do so, simply login to the website and click here to play a test video – if you can watch it, your subscription is correctly set up. If you are blocked from watching it, please contact palacetvsupport@streamamg.com and boxoffice@cpfc.co.uk.

Palace TV+ is a subscription service which gives supporters access to live broadcasts of selected pre-season friendlies and selected Academy matches, and live audio commentary of competitive first-team matches.

There are a range of packages available to suit you. During the season, we offer an Annual pass, a Monthly pass and a Weekly pass – all of which auto-renew.

You can also purchase a Gold Membership / Junior Gold Membership / International Membership and Season Ticket+ - all of which include a Palace TV+ subscription and access to the broadcasts.

No. We do not have those rights. However, you can listen to audio commentary of all the club’s Premier League matches through a Palace TV+ subscription.

Palace TV+ will show: selected pre-season friendlies and selected Academy matches, the manager’s pre-match weekly press conference, and live audio commentary of competitive first-team matches, 90 minute match replays of Premier League games, as well as documentaries such as When Eagles Dare.

There are several different ways to become a Palace TV+ subscriber. You can buy an Annual, Monthly or Weekly Pass.

Annual pass (recurring) - £32.99

You will be charged on a recurring basis, however you can cancel at any time. With an Annual pass, you will be able to watch live broadcasts of selected pre-season and Academy matches, as well as listen to live audio commentary of first-team games for a year from when you purchase.

Alternatively, you can join as a Gold, Junior Eagle Gold or International Member and you will have Palace TV+ included in your Membership.

Monthly pass (recurring) - £4.99

You will be charged on a recurring basis, however you can cancel at any time. With a Monthly pass, you will be able to watch live broadcasts of selected pre-season and Academy matches, as well as listen to live audio commentary of first-team games for a month from when you purchase.

Weekly pass (recurring) - £3.49

You will be charged on a recurring basis, however you can cancel at any time. With a Weekly pass, you will be able to watch live broadcasts of selected pre-season and Academy matches, as well as listen to live audio commentary of first-team games for a week from when you purchase.

We are continuing to invest in our live match broadcasts to ensure we maintain the highest production standards for you.

The Annual subscription stands at £32.99, the Monthly subscription stands at £4.99 and the Weekly subscription stands at £3.49.

Your subscription will automatically renew at the above price on your renewal date. If you wish to cancel, please do so at least 48 hours before your renewal date, via your phone’s App Store / Google Play (if you purchased your subscription via the CPFC app on iOS / Android respectively) or via the ‘Palace TV+ - Manage your Account’ box on the right side of your account page (if you purchased via the club’s website).

Yes, Weekly, Monthly and Annual passes will all automatically renew at the end of your subscription period, and be charged to the payment method you used. You can cancel at any time either through your account or your app store.

The Pre-Season Pass is a one-off payment that does not auto-renew.

Firstly, you will need to create a Palace Account (free of charge) to be able to purchase a pass. You can do so here - or you can do so on the official Palace app.

You can then purchase Palace TV+ on the Palace website or on the Palace app.

On the app, navigate to Memberships by clicking on ‘more’ and then ‘Memberships’ - here you will be able to purchase either a Palace TV+ pass, or a Gold, Junior Eagle Gold or International Membership. Alternatively, if there is a live broadcast currently 'on', there is a 'record/live' icon in the top right hand corner of the home screen - click that to access the payment screen.

Alternatively, you can join as a Gold, Junior Eagle Gold or International Member, which all include Palace TV+ - you can view our packages here. More information about these for 23/24 will follow soon.

An Annual pass will last for 12 months from when you purchase. It will auto-renew unless cancelled.

Subscriptions can be cancelled at any time.

If you purchased your pass through your app store (on Apple or Android devices), you must cancel on the relevant app store. CPFC cannot cancel your subscription for you in this scenario.

If you purchased through the cpfc.co.uk website, you can cancel from within your account page (click the Palace TV+ box on the right hand side of your profile page).

If you purchased your subscription via the website, please email palacetvsupport@streamamg.com detailing your specific issue in the first instance. Please note refunds will not be given for any issues reported after the match in question has been played.

If you purchase via the app, you must request a refund through the App Store / Play Store.

If you purchased via a CPFC Membership, please contact memberships@cpfc.co.uk

No, your previous subscription will be closed and you will need to start a new Palace TV+ subscription.

There will be weeks in the season where no fixtures are played - we would advise cancelling Weekly subscriptions for these weeks. Refunds will not be given for weeks when no matches are played.

If you are a Gold, Junior Eagles Gold or International Member, you will automatically be able to watch selected live pre-season and Academy broadcasts. Simply visit cpfc.co.uk/palace-tv and follow the prompts, or click the 'Watch Live' banner at the top of the app homepage; this will only be available when a live broadcast is in progress. You will need to be logged into your account to be granted access.

To watch or listen to live broadcasts, you will need to have one of the following entitlements on your account:

• Gold Membership
• Junior Eagles Gold Membership
• International Membership
• Palace TV+ Pre-season bundle (pre-season only)
• Palace TV+ Weekly pass
• Palace TV+ Monthly pass
• Palace TV+ Annual pass
• Season Ticket+

Please allow up to 15 minutes after purchase for you to gain access to a broadcast. If you still can’t access a broadcast, it could be possible that you are logged in with the wrong email address. If you are a Palace TV+ subscriber (rather than a CPFC Member) logged into the correct account and can’t access a broadcast, please email palacetvsupport@streamamg.com.

Live broadcasts of pre-season and Academy matches will usually start 30 minutes before kick-off, whilst audio commentary of first-team matches will usually start five minutes before kick-off.

Try restarting your device and reloading the Palace app. If your device still isn’t working, if possible, login to your Palace account in the Palace app on someone else’s device.

If you are on web, please try closing and reopening your browser.

Once you are subscribed or a Gold, Junior Eagles Gold or International Member, or Season Ticket+ holder, you can watch live broadcasts on Palace TV+ either through the app or on the Palace website. But you must ensure you are logged in with the account your subscription is registered to.

When a live broadcast is in progress, you will see a pulsating circle in the top right hand corner of the home screen on the app - click on this to watch or listen to the broadcast.

On the Palace website, navigate to Palace TV and click on the live broadcast you want to watch in the live broadcast section.

Live broadcasts typically start 30 minutes before kick-off. Live commentary of first-team games will usually begin five minutes before kick-off. We have recently switched to a new technical provider - so we encourage supporters to attempt to access the stream an hour or so before kick-off.

Live audio commentary of matches can be found in the broadcast section of Palace TV, and on the app – simply click the live pulsating icon in the top right hand corner of your app.

If you've forgotten your Palace Account username and / or password then please click on the relevant Forgot Password link on the login screen.

Full screen can be selected within the player on most browsers and on our iOS and Android apps.

There is a known issue when clicking on the full-screen button on the player whilst using the Safari browser. Work is underway to resolve this, but we would recommend using Google’s Chrome browser should you experience the issue on the Safari browser.

Yes, if you are listening to live commentary through Palace TV+ on the Palace app, you can continue to use your phone and the audio commentary will continue playing.

If you haven’t received a confirmation email, it may be in your spam, junk or promotions folder. If you still haven’t been sent one, please check your Palace Account profile for confirmation of your purchase - it should show in the account summary at the top of the page.

You can watch or listen to live broadcasts either through the Palace website, or on the official Palace app.

Devices must meet the specs shown in the following question.

You can cast a live broadcast to a smart TV through a couple of methods. If you own a Chromecast, you can cast to your TV via desktop or android devices, but not IOS. If you are looking to cast via an Apple mobile device, you can do so through AirPlay.

You will need the following:

• A wifi or broadband connection with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD.
• Processor: 2.33GHz or faster x86-compatible processor, or Intel® AtomTM 1.6GHz or faster processor for netbooks;
• Memory: 2GB (1GB for netbooks) 128MB of graphics memory.
• Operating Systems: Windows 8.1 or later, Mac 9+
• Browsers: latest versions of Microsoft Edge, Mozilla Firefox and Google Chrome
• Safari; 512MB of RAM (1GB of RAM recommended for netbooks)
• Mobiles & Tablets: Operating System: Android 6+, IOS 9+ and the very latest edition of the official club app.

You will need the following:

• A wifi or broadband connection with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD.

• Processor: 2.33GHz or faster x86-compatible processor, or Intel® AtomTM 1.6GHz or faster processor for netbooks;

• Memory: 2GB (1GB for netbooks) 128MB of graphics memory.

• Operating Systems: Windows 8.1 or later, Mac 9+

• Browsers: latest versions of Microsoft Edge, Mozilla Firefox and Google Chrome

• Safari; 512MB of RAM (1GB of RAM recommended for netbooks)

• Mobiles & Tablets: Operating System: Android 6+, IOS 9+ and the very latest edition of the official club app.

The live video or audio commentary player will only be live from 30 minutes before kick-off. If the club are playing and you are receiving this message, please contact Customer Service by emailing: palacetvsupport@streamamg.com.

In the first instance, please check if your query is answered in these Palace TV+ FAQs.

If your query is not answered in the FAQ document, please email the details of your query to palacetvsupport@streamamg.com - including email address / Membership type, device you are viewing on, browser / app you are using, and details of your issue.

IMPORTANT: Please note - you will receive an automated response in the first instance which refers you to the FAQs. You MUST reply to that email once again with all the original details, or the Support Staff will not receive your issue.

If you are a CPFC Member encountering difficulties, please also email Memberships@cpfc.co.uk as it may be an issue with your Membership, rather than the PalaceTV+ stream itself.

They will be in touch with you as soon as possible.

All broadcasts are available worldwide unless specified.

You can cast a live broadcast to a smart TV through a couple of methods. If you own a Chromecast, you can cast to your TV via desktop or android devices, but not IOS. If you are looking to cast via an Apple mobile device, you can do so through AirPlay.

Don't worry – as long as your Profile shows 'Palace TV+', you are all set for your Annual pass.

Try pressing pause and then play again, if this doesn't work try restarting your browser of app. If you're still unable to access the broadcast, contact palacetvsupport@streamamg.com