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Frequently Asked Questions

NEW NRL Digital Pass powered by Telstra Digital Identity (see questions 1-19)
In-App Subscriptions and In-App Subscription Trials via iTunes or Google Play (see questions 20-29)
NRL App features and functionality (see questions 30-50)
Can we help you? Visit http://www.nrl.com/crowdsupport/

Q1. What is an NRL Digital Pass?
The NRL Digital Pass is a subscription available from the Official NRL website (https://digitalpass.nrl.com) which gives subscribers access to watch NRL games every week (up to 6 games live a week) on compatible iOS and Android smartphone and tablet devices, as well as via the NRL.com Match Centre on compatible laptops..

NRL Digital Pass subscribers will get access to live NRL matches, exclusive live press conferences, in-match scoring highlights, full match replays (12 hours after match completion) and over 400+ archive matches on demand. Once subscribed, fans will need to download the Official NRL 2014 App from Google Play or the Apple App Store, or visit the online Match Centre in order to login, with their NRL Digital Pass credentials, and access premium content on their supported smartphone or tablet.

New customers who subscribe to the NRL Digital Pass can enjoy a FREE 2 week trial (data charges may apply) when they subscribe online via https://digitalpass.nrl.com. Subscribers can cancel their NRL Digital Pass subscription at any point during the trial period or post trial period. Subscription charges will apply after the free trial period unless the subscription is cancelled within the trial period.

Q2. How much does it cost?
New customers can purchase a NRL Digital Weekly Pass for $1.99 (includes 7 days access AND a FREE TWO WEEK TRIAL) or an NRL Digital Annual Pass for $89.99 (includes 365 days access AND a FREE TWO WEEK TRIAL).

Q3. How do I subscribe to the NRL Digital Pass?
You can only subscribe to receive an NRL Digital Pass via https://digitalpass.nrl.com. An NRL Digital Pass is different to an In-App subscription.

To subscribe, you will first need to register for a Telstra Digital Identity. Once you have registered for a Telstra Digital Identity, you may choose to subscribe to either a Weekly Pass (includes 7 days access AND a FREE TWO WEEK TRIAL) or an Annual Pass (includes 365 days access AND a FREE TWO WEEK TRIAL). If you have an existing Telstra Digital Identity (e.g.: My Account login), you may use your My Account login to subscribe for an NRL Digital Pass.

Once you have a Telstra Digital Identity, you can subscribe for an NRL Digital Pass by credit card, or by adding your NRL Digital Pass subscription to your Telstra bill (available to Telstra retail customers with a post paid mobile or fixed broadband accounts only).

Q4. How do I unsubscribe?
You can cancel your NRL Digital Pass subscription via https://digitalpass.nrl.com/my-subscription at any point.

Q5. If I unsubscribe from an NRL Digital Pass, what happens then?
You can continue using all the NRL Digital Pass content available via your subscription, until the end of the active subscription period (access end date).

Once you cancel your subscription, you must wait until the expiry of your weekly or annual subscription in order to re-subscribe.

At the end of the active subscription period, you can keep accessing the free content Telstra provides via the Official NRL 2014 App or Match Centre, but you won't be able to view any premium content (e.g. live NRL matches, live press conferences, full match replays etc).

Q6. What happens if I purchase an NRL Digital Annual Pass in July?
The NRL Digital Annual Pass gives you 365 days access to premium content. This means that if you purchase mid-season you'll get access to premium content, into the next season (e.g.: July 2014 to July 2015).

Q7. How does the NRL Digital Weekly Pass work?
To access premium content, use your Telstra Digital Identity (username and password) along with an active subscription, to log in to the NRL App or Match Centre. With the weekly pass you can watch ALL NRL games that play within the relevant seven day subscription period, starting on the day you subscribe. With the annual pass you can watch ALL NRL games that play within the relevant 365 day subscription period, starting on the day you subscribe.

Q8. Can I subscribe if I'm not a Telstra customer?
Yes, a subscription to the NRL Digital Pass is available to all Australian residents, and it is not exclusive to Telstra customers

Q9. Can I get a rebate if I don't like my NRL Digital Pass?
Unfortunately a rebate or refund is not available if you decide that the NRL Digital Pass is not the right product for you. However, you can cancel your subscription at any time during your subscription period.

Q10. How do I get billed?
If you subscribe to an NRL Digital Pass, you will be billed according to the payment method you have selected, either through your My Account linked Telstra bill (available to Telstra retail customers with a post-paid mobile or fixed broadband account only) or via your credit card. If you select the credit card payment option your card will be charged $1.00 which will be immediately reversed in order to authenticate your card. If you have purchased a subscription via the In-App options (i.e. via Google Play or iTunes App Store Store) you will be billed by either Google or iTunes, not by Telstra

Q11. I subscribed last year, do I need to resubscribe?
The NRL Digital Pass is a new product for 2014. If you want to subscribe to the NRL Digital Pass, you will need to subscribe online at https://digitalpass.nrl.com. Otherwise, if you have a current In-App subscription, you can continue to view premium NRL content with your current In-App subscription.

Q12. Will I get billed twice if I have an active NRL Digital Pass subscription and an NRL App In-App subscription?
Yes, you will. Subscribing to an NRL Digital Pass will not replace any existing NRL In-App subscription that you have, or cancel any billing associated with a Google Play or App Store purchase. To ensure that you are not billed twice, you will need to cancel your current subscription through Google Play or the App Store and resubscribe for an NRL Digital Pass online via https://digitalpass.nrl.com

iOS (Apple) Users with an In-App subscription, go to: http://support.apple.com/kb/ht4098
Android Users with an In-App subscription, go to: http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2583485

Q13. Can I login with my NRL Digital Pass and stream NRL matches from multiple devices?
You may access and stream premium content via your NRL Digital Pass subscription, on up to two supported iOS, Android or laptop devices at the same time.

Q14. Can I access premium NRL content on supported iOS and Android devices via an In-App subscription?
No. You can only access premium content across multiple platforms and supported devices, if you subscribe via the NRL Digital Pass.

Q15. Am I eligible for the NRL Digital Pass 2 week free trial when I subscribe through the In-App option?
No. You are only eligible for the 2 weeks free trial when you subscribe to NRL Digital Pass via nrl.com

Q16. I'm subscribed In-App but I want an NRL Digital Pass. What do I do?
You may subscribe to an NRL Digital Pass via https://digitalpass.nrl.com. However, you will not be able to login using your NRL Digital Pass login (your Telstra Digital Identity) until you have unsubscribed from your In-App subscription and your active In-App subscription has expired.

Q17. What is an NRL Digital Pass voucher and how do I redeem it?
NRL Digital Pass Vouchers (Vouchers) may from time to time be given away by Telstra, the NRL, NRL Clubs or third parties as part of promotional or advertising campaigns. Vouchers consist of unique codes that must be registered as part of your NRL Digital Pass subscription process, in order to redeem the corresponding credit value (e.g.: 4 weeks free). To redeem a voucher, you must be a new NRL Digital Pass customer and have a Telstra Digital Identity.

Q18. What's the difference between the vouchers?
There are 3 different kinds of vouchers:

1. NRL Club Members voucher:
• Customers need a Telstra Digital Identity to initiate voucher redemption
• Your unique code will generate a 4 week free trial
• Customers need to nominate a payment method ongoing to redeem the voucher and activate the trial
• An NRL Digital Weekly Pass subscription will be activated at the end of the 4 week free trial period
• Customers can cancel their subscription up to the last day of the trial
• Auto-recurring billing will be initiated at the end of the 4 week free trial
• Promotion closes on midnight of August 31, 2014

2. NRL & Telstra Thanks voucher:
• Customers need a Telstra Digital Identity to initiate voucher redemption
• Your campaign code will generate a 1 month free trial
• Customers need to nominate a payment method ongoing to redeem the voucher and activate the trial
• An NRL Digital Weekly Pass subscription will be activated at the end of the 1 month free trial period
• Customers can cancel their subscription up to the last day of the trial without charge
• Auto-recurring billing will be initiated at the end of the 1 month free trial
• Promotion closes on midnight of August 31, 2014

3. Internal/Advocates
• Customers need a Telstra Digital Identity to initiate voucher redemption
• Your unique code will generate a 3 month free trial or 12 month free trial
• Customers do not need to nominate a payment method ongoing to redeem the voucher and activate the trial
• Customers can cancel their subscription up to the last day of the trial
• Vouchers may be redeemed at any point (no expiry date)

Q19. Can I use a voucher if I'm already subscribed to the NRL Digital Pass?
Vouchers are for new subscribers only. This means you will not be able to use a voucher with an existing subscription. If you have subscribed to the NRL Digital Pass previously or have used any part of the free two week trial, you will not be eligible to redeem a voucher. However, you may cancel your existing subscription and at the end of your active subscription period, re-subscribe to apply a voucher code to a new subscription.

In-App Subscriptions:

Q20. Is an In-App subscription the same as an NRL Digital Pass?
No, they are different subscriptions, although the premium content available to customers is the same. Subscriptions to the NRL Digital Pass are managed by Telstra, whilst an In-App subscription is managed through either iTunes or Google Play App Stores.

Q21. How do I unsubscribe?
If you subscribed In-App you will need to cancel your subscription directly through the relevant App store accounts.
iOS Users with an In-App subscription go to: http://support.apple.com/kb/ht4098
Android Users with an In-App subscription go to: http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2583485

Q22. If I unsubscribe from the App Store or Google Play, what happens then?
You can continue accessing all the Official NRL 2014 App content available via your subscription until the end of your subscription period.

At the end of the relevant subscription period you can still keep accessing the free content Telstra provides via the Official NRL 2014 App, but you won't be able to view any live NRL matches, live press conferences full match replays or any other premium content, unless you resubscribe.

Q23: Are In-App subscriptions available on the Official NRL 2014 App for Windows Phone?
You will need an NRL Digital Pass account and valid subscription to access Live or Premium content when using the NRL 2014 app on a Windows Phone 8 device. In-app subscriptions via the Windows Phone Store are not currently available. To subscribe to an NRL Digital Pass, go to http://nrl.com/digitalpass or access the NRL Digital Pass subscription page from your Windows Phone device via the Official NRL 2014 App.

Q24. What happens if I purchase an Annual In-App Subscription in July?
The Annual In-App Subscription gives you 365 days access to NRL subscription content. This means that if you purchase mid-season you'll get access into the next season (e.g.: July 21, 2014 to June 21, 2015).

Q25. How does the In-App Weekly subscription work?
With the weekly subscription you can watch ALL NRL games that play within the relevant seven day subscription period, (starting on the day you subscribe).

Q26. Can I get a rebate if I don't like my In-App subscription?
Unfortunately a rebate or refund is not available from Telstra if you decide that the NRL 2014 In-App subscription is not the right product for you. However, you can cancel your subscription at any time during your subscription period and the recurring billing will stop at the end of your subscription period.

iOS customers please note: You can request refunds, which are provided at the discretion of Apple. To request a refund, please follow the instructions on the following link: http://support.apple.com/kb/HT1933

Q27. How do I get billed?
All In-App subscriptions are billed directly via App Store (iOS) or Google Play (Android) not by Telstra. Please refer to the billing method attached to your existing app store accounts used to purchase the In-App subscription.

Q28. I subscribed In-App last year, do I need to resubscribe?
You will not be required to resubscribe if you have an active In-App subscription. You may however be required to restore your In-App subscription by logging into the relevant App Store account used to purchase your In-App subscription. You can do this by finding and using the Restore Purchase button on the NRL Digital Pass screen on the NRL 2014 apps.

Q29. Can I subscribe if I'm not a Telstra customer?
Yes, NRL Digital Pass and all the In-App purchase options are available to all Australian residents and are not exclusive offers to Telstra customers.

Q30. What is the 1-week free trial
that I see being promoted alongside the In-App subscriptions?
The 1-week (7 days) free trial (data charges may apply) is an exclusive promotion that is only available to new subscribers that are subscribing through App Store (iOS) or Google Play Store (Android). The 1-week free trial is only available when you subscribe to the Weekly Pass on iOS or the Monthly Pass on Android.

You will be charged the normal subscription fee unless you cancel your subscription prior to the end of the free trial period. You can cancel your subscription at any time during your subscription period and the recurring billing will stop at the end of your subscription period.

Official NRL 2014 App & NRL.com Match Centre FAQs:

Q31: Why is the live match video on the iPad, Tablet or laptop devices not available in full screen?
Telstra's agreement with the NRL restricts the display of live match videos to the current screen size. Match highlights and match replays are available for viewing in full screen size.

Q32: Can I output the live stream from the NRL App or NRL.com Match Centre to my TV or Monitor via Airplay, Airplay Mirroring or direct cable connection (e.g.: HDMI, VGA etc.)??
No. Under our digital rights agreement with the NRL, broadcasts are restricted to the screen devices upon which they are sold (i.e.: iOS or Android smartphone or tablet, or laptop, or Windows Phone) and current screen size.

Q33: Can I get access to live match videos while I'm overseas?
No. The NRL 2014 app is only available to download via the Australian app stores and live match videos are not available when you are streaming outside of Australia.

Q34: I'm an NRL fan living abroad. How do I get access to live match videos?
For more information on international broadcast details outside of Australia please visit the following link: http://www.nrl.com/AbouttheGame/BroadcastInformation/InternationalBroadcaster/tabid/10443/Default.aspx

Q35: Do I pay for the data?
Standard data charges apply when downloading or using the app/NRL.com Match Centre. Video data usage is currently unmetered only for certain Telstra customers in respect of supported devices.

Video data usage is only unmetered for the following Telstra services:
BigPond ADSL/Cable
Telstra mobile handsets / tablets with any Telstra SIM (excluding International Roaming)

Telstra services excluded from unmetering:
Telstra Mobile Broadband (Dongles and mobile WIFIhotspots)
Telstra Business Broadband
BigPond Internet (Dial Up/ Satellite/ Hourly Plans

Q36: When I'm at the game, why is there a delay between the live game play and the NRL 'live' coverage on my supported device?
Sometimes there is a short delay as the vision is converted into digital form for delivery onto supported devices . This can take up to 60 seconds and can also depend on your location and network connectivity.

Q37: I have just recently subscribed to NRL 2014 app on my iPhone, do I need to subscribe again on the iPad?
All new and existing subscribers can restore an existing active subscription on up to 10 compatible Apple / Android devices by using the restore feature on the NRL Digital Pass section and logging in with the same Apple or Google ID used to make the initial subscription.

Please note that In-App subscriptions can only be restored on multiple devices belonging to the same platform; iOS on App Store and Android on Google Play.

Q38: What are the supported devices on NRL 2014?
The current version of NRL 2014 is only supported on the following devices:
Apple: iPod Touch, iPhone, iPad, iPad mini with iOS 6.1 and above

Android: Official NRL 2014 App is built and tested for the following devices with Android 2.3 and above:

Smartphone:
Samsung Galaxy S 3 4G
Samsung Galaxy S 4
HTC One XL
Sony Xperia Z
Samsung Galaxy Note 2 4G
Motorola RAZR M
Samsung Galaxy S II
HTC Wildfire S
LG Optimus L3
HTC Desire

Tablets (Android 4.1 and above):
Samsung Galaxy Note 10.1
Samsung GT-P7320T
Acer Iconia Pro
ZTE V96a
Motorola Xoom
Google Nexus 7

Windows Phone 8 devices running Windows Phone 8 and above:
Nokia Lumia 520
Nokia Lumia 625
Nokia Lumia 920/930
Nokia Lumia 1320
Nokia Lumia 1520


The NRL.com Match Centre was built and tested for Windows laptops with IE9 or later, Chrome 31 or later, Firefox 28 or later, as well as MAC laptops with Safari 6 or later, or Chrome 31 or later. We recommend fans with earlier browser versions update their browser to get an optimal experience

The video player on the NRL.com Match Centre supports the following browsers/versions: Chrome 18 or later, Firefox 12 or later, Safari 6 or later, Internet Explorer 9 or later with the Chrome Frame.

Q39: I'm on a laptop, but when I try to watch live video, I get an 'Invalid Content' error message?
By default, some browsers, such as Apple Safari, disallow third-party cookies, which can interfere with video playback.

Q40: Can I watch live video via the NRL.com Match Centre on my PC?
No, live streaming on the NRL.com Match Centre is restricted to supported laptop devices. Live video playout to any external device (eg: a PC monitor or TV via direct cable connection, Airplay or Airplay mirroring ) is not allowed.

Q41: When trying to watch a live match on my mobile/tablet device, I get an error message.
Please ensure that you are in an area with good mobile network or WiFi coverage before closing the live match video and restarting the stream.

Q42: Why does my video appear to be: Stalling; Blurry; Buffering; on audio only with no vision?
Live match videos in NRL 2014 is delivered in an adaptive bit-rate format, where the best quality stream is made available to your device based on the bandwidth availability at your current location.

If you experience deteriorating stream quality, an audio only feed or intermittent buffering/loading while watching a live match on your mobile, please move to a location with better mobile network coverage or connect your device to a WiFi network with broadband connectivity that is uncongested.

Q43: I've recently subscribed to watch live match videos but the app doesn't seem to recognise that I'm a subscriber. What do I do?
On iOS:

  1. Check that you have a valid subscription In-App Store > Apple ID/Account > Subscriptions > Manage
  2. Check that you have downloaded NRL 2014 from the App Store using the same Apple ID that has a subscription
  3. Launch NRL 2014 > NRL Digital Pass > Restore and enter the same Apple ID that has a subscription and this should restore your subscription on the device

On Android:

  1. Check that your device is linked with the Google Account that has a subscription under Settings > Accounts
  2. Check that you have a valid subscription by checking the NRL 2014 App in Google Play Store Launch NRL 2014 > NRL Digital Pass > Restore and this should restore your subscription on the device

Q44 : Can we watch every game live using the NRL 2014 app or NRL.com Match Centre?
Availability of live match videos in NRL 2014 is based on broadcaster times. This means that all Fox Sports matches are live and availability of Channel Nine matches is based on broadcaster times. Channel 9 games will be broadcast at the same time as the free to air signal in your territory and therefore may be delayed.

Location services must also be turned on to determine the live match videos available to you at the time of broadcast.

Q45: I live in Queensland. How do I hide the scores for matches that are being delayed in broadcast?
In order for live scores to be hidden in the NRL App when a game's broadcast is being delayed into your location, please ensure that location services is turned on from the device and NRL 2014 is allowed to access your location details.

On iOS, go to Settings > Privacy > Location Services
On Android, go to Settings > Location Services/Location & Security

Note that the Location Services settings may reside in a different area depending on your device's OS version.

Q46: When can I watch the Match Replay video for a game that I have missed?
All match replays will be made available from the Videos section within 12 hours of the match being completed.

Q47: How soon are Match Highlight videos available in the app?
All match highlight videos are usually available within 1 hour of a match being completed.

Q48: What are In-Match Scoring Highlights (or Instant Replay)?
In-Match Scoring Highlights are 15-second video clips that capture the best scoring plays during a match and are made available during a live game. Up to 5 scoring highlights may be available at any given time during a live match and 10 are available post-match.

Q49: I got a "Regrant Failed" message when attempting to restore their subscriptions
There are two possibilities:

1. The App was downloaded with a different Apple ID. You will need to log out and log back in through the Settings option on the Device.
2. It appears the download is faulty. Please delete and reinstall the App. You will need to use the Restore button, at the bottom of the subscription page, to re-link your subscription to the device.

Q50: Why am I always required to update my app to the latest version before I get to use it?
Mandatory updates are required in order to ensure that you can benefit from all the new features and bug-fixes that enhance the overall user-experience.

Q51: How do I manage push notifications?
You will need to open the NRL App, select Settings from the menu, and go to Notifications and switch on or off.

Q52: Is the Official NRL 2014 App available on Windows Tablet/Surface/RT devices?
The current version of the Official NRL 2014 App is not currently supported on Windows Tablet /Surface/RT devices.

Q53: The following list of features is not currently available on the Windows Phone version of the Official NRL 2014 app:
Live Radio in Match Centre, Dedicated Teams section, Access to NRL Fantasy (browser-based) and In-app Subscriptions via the Windows Phone Store (You can subscribe via the NRL Digital Pass link)