Frequently Asked Questions

FAQ

New Matchbase Platform

When we launch the new app you will receive an E-mail that will ask you to set a new password. With that you are all set. You might however have to create a new subscription. Learn more about that in the points below.

Your subscription will be canceled and we will ask you to create a new subscription once we restart. With our new app we are also releasing a new payment system that will allow you to much easier pause / upgrade and downgrade your running subscription.

Of course we will reimburse you in case of any unwanted payments in this transition period.

First of all: You are a true hero. Customer support will contact you for further instructions. If you already want to take action yourself you can cancel your current subscription here. We will then ask you to create a new subscription once we restart.

With our new app we are also releasing a new payment system that will allow you to much easier pause / upgrade and downgrade your running subscription.

Of course we will reimburse you in case of any unwanted payments in this transition period.

You will certainly understand, that despite the fact that we truly love you – That’s something we can’t do. ​

With the relaunch of our platform we also integrated a new payment provider. It’s taken us a little longer to integrate PayPal in the smooth way we imagined it to be. But relax: PayPal payments will be back soon. 

Attending a Session

Just click on the session which fits you the best (via > All Sessions) and click on the “attend” button.

Our sessions always start on time! So just be at the venue 15 minutes before kick-off. This way you can check in, change your clothes, get acquainted and warm up with the other players in a relaxed and unstressed way.

It’s super easy! Just bring your sports shorts and shirt, as well as football shoes suitable for the surface. Most of the sessions take place on modern artificial turf pitches. Shoes with cleats or studs are allowed here. In indoor sessions with a PVC surface you need indoor shoes with a bright-coloured sole.

You can cancel your session up until 5 hours before the kick-off by changing your RSVP Status to “not attending” in the session info.

At Matchbase all session take place! In some rare cases, however, certain events (e.g. extremely bad weather, too many short-term cancellations of individual players) may result in a cancellation of the session. In this case the director of the particular session will inform you via Email / SMS (phone) 5 hours before the session would have taken place. We try to prevent this as much as possible and in the past we were able to run 100% of our announced sessions.

At the Session

At every session your Director will start with a nice 15 min warmup into the session. The warmup is about running and stretching and to prevent unnecessary injuries. You can do it at your speed and the director is always there for helping you out.

No shows without any cancellation or contact before kick-off will be punished. Life can be crazy sometimes and  sh** can happen once, but we reserve the right to exclude players who do not show up more than 2 times from the service.

My Membership & Payment

The free trial always lasts for 14 days for every new user.

You can play up to 2 sessions for free during the free trial period.

Yes, you can directly jump into your full membership by skipping your free-trial period. For example after you have already played your free-trial sessions in the first days. Just go to (> My Membership) in the app and click on “skip free-trial”. 

Our promise is to make playing football as easy as possible. We don’t want to bother you again to enter your data if you liked your sessions within your free trial. If you didn’t like our service you can cancel anytime!

You can play between 2 and unlimited sessions per month depending on the plan you have selected. We calculate the month based on the day you started your subscription. 

In the Small plan you can attend 2x p. month, in Casual plan 5x p. month, in Pro plan 8x p. month and in Unlimited plan you can attend unlimited sessions p. month.

You can pay your plan via PayPal or Credit Card (Visa, MasterCard & American Express) or ApplePay.

You can cancel your subscription by clicking on “Cancel Subscription” in the membership section (via > My Membership). Your plan will be set to non-renewing and will end in the end of your current membership period.

After selecting a membership plan you can enter the code in the last step before checkout by clicking on “Have a Coupon?” during the sign-up process.

1. Cancel your Membership (via > My Membership)

2. Write an Email with “Delete my profile: Name“ to support@matchbase.com 

Any other questions or feedback? Contact us!