MASN+ FAQ

1. Account Access

How do I create an account?

To sign up today, visit MASNSports.com, select "Stream Live" and choose the plan that you would like to subscribe to.

You can also create an account through the official MASN app.

During sign-up, you'll be asked to enter your email, and you’ll receive a One-Time Password (OTP) for verification.

Do I need to create a password?

No. MASN's platform uses an OTP (One-Time Password) system. You’ll receive a new login code to your email each time you sign in.

Can I use my phone number instead of email for login / Registration?

MASN supports Registration/login only via email.

My One-Time Password (OTP) is delayed or not arriving. What should I do?

  • Check your spam or junk folder.
  • If you're using a work or company email, ask your IT team to whitelist this domain: @masnsports.com
  • You can also try using a personal email account (e.g., Gmail, Yahoo).

Can I stay logged in across devices?

Yes, as long as you don’t manually log out, uninstall the app, or clear browser data.

What happens if I enter the OTP incorrectly too many times?

You’ll need to request a new OTP. Too many failed attempts will temporarily lock login from that device for security reasons.

Can I change my email address?

This feature is not available. If you need to use a different email, create a new account using that email.

2. Subscription & Payments

Can I try the service before subscribing?

MASN currently does not offer a free trial, but short clips and highlights are always available for free.

Will I receive both MASN and MASN2 with my subscription?

Yes, your subscription includes access to both MASN and MASN2.

Do I need a different subscription for mobile and TV apps?

No, a single subscription works across all platforms: mobile, TV, and web.

Can I pay using PayPal, Venmo, or gift cards?

MASN currently supports credit/debit cards and in-app purchases only. PayPal and other alternative payment methods are not supported at this time.

I subscribed through the app store. How do I manage or cancel it?

Please use the subscription settings in your respective app store:

  • Apple iOS/tvOS: Settings > Apple ID > Subscriptions
  • Google Play (Android): Google Play > Menu > Subscriptions
  • Roku/Fire TV: Via your Roku/Amazon account online

Do you offer refunds?

No, all purchases are final. We do not offer refunds for subscriptions, including partial billing cycles.

What payment methods do you accept?

MASN accepts:

  • Major credit and debit cards on the MASN website
  • In-App Purchases (IAP) through:
    • Apple App Store (iOS & tvOS)
    • Google Play Store (Android)
    • Roku Channel Store
    • Amazon Fire TV Store

I subscribed through the app. How do I manage my billing?

  • If you subscribed via iOS or Android, manage your subscription through your Apple/Google account settings.
  • For TV apps (Roku, Fire TV, Apple TV), billing is managed via the respective app store/platform.

Why was I charged after canceling?

Make sure your cancellation was confirmed through the same platform where you subscribed (e.g., Apple, Google, Roku). If not canceled properly, the subscription may auto-renew.

Do I need separate subscriptions for each device?

No, your subscription works across all supported devices, but simultaneous streams may be limited.

3. Playback: Live & On-Demand

How do I watch live games?

Visit the “Live TV / Stream Live” tab on the MASN website or app to watch live MASN and MASN2 broadcasts.

Can I watch games offline?

No. Offline downloads are not currently supported. You must be connected to the internet to stream content.

Why can't I cast or AirPlay the live stream?

Due to licensing agreements, casting, mirroring, and use of projectors are not supported for live content. Attempting to do so may result in playback errors.

The stream works on my phone but not on my TV. Why?

Make sure you're using the official MASN app for your TV platform (Roku, Apple TV, Fire TV) and that it's updated to the latest version. Some older TV models may not be supported.

What if a video won’t play or is buffering?

Try the following:

  • Check your internet speed. (minimum 5 Mbps, recommended 15+ Mbps for HD).
  • Restart the app or refresh the browser.
  • Disconnect other devices on your network that may be taking up too much bandwidth.
  • If using a company network or VPN, try switching to a personal network.

4. Device & Platform Support

What devices can I use?

You can stream content using:

  • Web browsers on desktop or laptop
  • Mobile apps: iOS and Android (via App Store / Google Play)
  • TV apps:
    • Roku
    • Apple TV (tvOS)
    • Amazon Fire TV

All apps support in-app purchase and access with the same login credentials.

Which mobile devices are supported?

  • iOS devices with iOS 13 or later
  • Android devices with Android OS 8 or later

5. Geo-Restrictions & Availability

Why can’t I access the platform from another country?

Content is geo-blocked based on regional broadcast rights. If you’re outside our supported territory, you will not be able to access live or on-demand content.

Can I still watch while traveling?

Yes, you can access your subscription while traveling for up to 30 days outside of our authorized region. After 30 days, access will be temporarily restricted until you return to the authorized region.

6. Troubleshooting Common Issues

Video is stuttering or audio is out of sync.

  • Check your internet speed.
  • Restart your device.
  • Make sure no background apps are using bandwidth.

The app crashes or freezes.

  • Update the app to the latest version.
  • Reinstall the app.
  • If on a smart TV, unplug the TV for 30 seconds and reboot.

I’m getting an error message like “Playback Not Allowed.”

This usually means:

  • You're in an unsupported region.
  • You're using a restricted method like casting.
  • You’re not logged in correctly or your subscription is inactive.

I’m stuck on the loading screen. What can I do?

  • Restart the app or browser.
  • Clear your app/browser cache.
  • Ensure you're connected to a stable network.

I'm getting a playback error.

Note the error code (if visible) and check your internet connection. If the issue persists, contact support with device details,the time of the issue, and the error code.

7. General Usage

Are Closed Captions available?

Yes. You can toggle captions on/off via the player controls.

8. Content

Is any content available without a subscription?

Yes. Short-form highlights, clips, and select interviews are always free and accessible without logging in.

Do I need an account to watch clips?

No, you can watch short clips without creating an account.

Do you offer coverage of all teams?

We provide coverage as per MASN and MASN2 programming, including live games and team-based shows.

9. Help & Support

How do I contact the support team?

What should I include when contacting support?

  • Your account email
  • The device, device model and app version you're using
  • A description of the issue