HOW CAN WE HELP YOU ?

 

 

COMPETITON

COMPETITION QUERIES

4 MONTHS AGO UPDATED

How will I know if I have won the competition?

OTRO will be contacting the winners directly via social, and will also be making the announcement in-app and/or on our social.

Once I have found out that I have won, what do I have to do to receive the prize?

After a message has been sent confirming that you have won the competition, you will need to respond to it claiming your prize and also confirming that you are happy for our prising distributor to contact you. We will then pass on your contact details to our prising distributor who will be in direct contact with you to make sure you receive your prize.

How long will it take for me to receive the prize after finding out I have won?

OTRO will endeavour to deliver the prizes to your doorstep within one month of having the winner’s confirmation.

How can I qualify to enter a competition?

All you need to do is enter! Competitions are open to all social followers, and we will be running them very often to give everyone on social and/or the platform the opportunity to win something special.

I have not received my prize yet and it has been over one month, what do I do?

Please get in touch with us on social.

LEARN ABOUT OTRO

WHAT WE DO

4 MONTHS AGO UPDATED

What is OTRO?

OTRO is a creator, publisher and distributor of sports content beyond the pitch. Our social channels, website and apps that bring you closer than ever to the world's greatest footballers. Featuring original content created by the players themselves, OTRO offers a unique insight into their lives and personalities. Players appear on the platform daily giving fans the We give you the opportunity to connect with the players directly to chat, comment or even meet them in person through a series of exclusive one-to-one experiences.

Please remember OTRO is a safe environment and it is important that all members are treated fairly in line with our Community Guidelines.

Who can use OTRO?

OTRO is for audiences aged thirteen (13) years and above.

Do I need to become a member to use OTRO?

No, anyone can follow OTRO on social and use our apps and website for free. We may ask you to register with an email address in order to be able to watch some of our content and to access some of the features on our apps.

What do I get when I become a member of OTRO?

When you become a member you can enjoy access to everything on OTRO, which means access to all our features such as commenting, likes, sharing content, as well as being able to access all our videos, articles and competitions.


OUR CONTENT

4 MONTHS AGO UPDATED

Where do you source your articles and features from?

All our features, videos and articles are sourced through commercial agreements with players, rights-holders, image libraries, production companies and distributors, as well as our own in-house production team. We take intellectual property very seriously and have license agreements in place for all the articles and features on our platform.

If you have concerns about the rights to anything you see on OTRO, particularly if you feel your rights have been infringed, please contact us.


OUR PLAYERS

4 MONTHS AGO UPDATED

Which players have signed for OTRO?

You can find these in our player's section. Click the Player icon in the navigation bar to explore this section.

Which players will you sign in the future? How do I tell you about a player I’d like to see on OTRO?

You can let us know about players you’d like to see in the feedback section.

When will my favourite player sign to OTRO?

We can’t sign every player requested, but we check the feedback section, so if there’s a player you want to see join us, then tell us.


BRAND PARTNERSHIPS

4 MONTHS AGO UPDATED

Where can I find a list of all the brand partnerships?

This is coming soon to our website.

Will I receive any exclusive offers from brand partners?

Members who have opted in to receive partner communications may sometimes receive offers through our newsletters and partner communications. OTRO will work hard to make sure that these offers will only be for things our members will be genuinely interested in. If you don’t want to receive these exclusive offers, you will have the opportunity to opt-out at any time.

What information do you share with brand partnerships?

You can see it all in our Terms & Conditions.

USING OTRO

ACCESSING OTRO

4 MONTHS AGO UPDATED

How do I download the app on iOS?

  • Open the app store on your device
  • Type OTRO into the search bar
  • Click Get when you’re on the app page

Your download will then begin. You can start having a look around as soon as it’s finished.

How do I download the app on Android?

  • Open the Play Store on your Android device
  • Type OTRO into the search bar
  • Click on the OTRO app
  • Click Install when you’re on the app page

Your download will then begin. You can start having a look around as soon as it’s finished.

How do I get to the OTRO app from my internet browser?

Head to app.OTRO.com This will allow you to download our app or continue to our website version of OTRO.

How do I add the OTRO app to my Home screen?

We have an iOS and Android app but if you would prefer to use our website experience then you can add the app to your home screen

  • For Safari iOS click, the share icon at the bottom of the screen then scroll right and click on the Add to Home button
  • For Android, you’ll see a pop-up asking if you want to add OTRO to your Home screen. Just click Yes.

What browsers and operating systems does OTRO work on?

We’ve tested OTRO on all the browsers and operating systems below:

Browsers:

  • IE11 on Windows 8 (Windows 7 doesn’t support video playback)
  • Edge (all versions)
  • Chrome 68+(it is not possible to play videos on chrome on ios devices)
  • Firefox 6+
  • Safari 8+

You may choose to access the app on other browsers, but we can’t guarantee that it will work perfectly.

Mobile operating systems:

  • iOS 9+
  • Android 4.4+

Can I watch on my device on 3G or 4G?

You can use OTRO over a 3G or 4G network, however, you may incur service charges from your mobile operator if you exceed your data allowance, so we recommend watching over a Wi-Fi network.


BECOMING A MEMBER OF OTRO

4 MONTHS AGO UPDATED

How do I register?

To sign up to OTRO you will need to register using a valid email address or via Facebook log in details. If you choose to register via email you will need to go to your email inbox, find your activation email from OTRO and hit the GET STARTED button.

IOS app/Android app with Facebook:

  • Head to the app store
  • Search for OTRO
  • Hit download
  • Once it had downloaded successfully, open the app
  • Enter your email address and click "continue with email"
  • Go to your email inbox, find your activation email from OTRO and hit the GET STARTED button
  • You will then be returned to our app where you can finish setting up your account

IOS app/Android app with email:

  • Head to the app store
  • Search for OTRO
  • Hit download
  • Once it had downloaded successfully, open the app
  • Enter your email address and click ‘Continue With Email
  • Go to your email inbox, find your activation email from OTRO and hit the GET STARTED button
  • You will then be returned to our app where you can finish setting up your account

Website with Facebook:

  • Head to OTRO.com
  • Click ‘Continue with Facebook’
  • Follow the instructions on the screen to register through Facebook
  • You will then be returned to our site where you can finish setting up your account

Website with email:

  • Head to OTRO.com
  • Enter your email address and click ‘Continue With Email’
  • Go to your email inbox, find your activation email from OTRO and hit the GET STARTED button
  • You will then be returned to our site where you can finish setting up your account

What do I do if my registration activation link has expired?

You’ll need to sign up again and click continue with an email to resend a new activation link. Or if you’re still on the page titled ‘check your email’ just click send again.

What do I do if my log in code has expired?

Your login code will expire after 1 hour and will only work for the device you are attempting to log in with. If this has expired, you will need to log in again. Or, if you’re still on the page titled ‘check your email’ just click send again.

Why didn’t I get my activation email or login code?

There could be several things that have gone wrong:

  • Check you’ve entered the correct email address
  • Check your internet connection
  • Check your email spam folder – it may have ended up there


SIGNING IN AND OUT OF OTRO

4 MONTHS AGO UPDATED

How do I log in?

To log in using your email:

  • Click ‘login’ on the first screen
  • Enter your email address and click ‘log in’
  • Go to your email inbox
  • Open your email from OTRO and copy the code in the email and paste into the box on the OTRO log in page
  • This will automatically log you in

To log in with Facebook:

  • Click ‘login’ on the first screen
  • Follow the instructions on the screen to log in through Facebook
  • This will automatically login you in

How many accounts can I have on one device?

OTRO can be installed on as many devices as you want. If you have multiple accounts, you can sign in to different browsers or sign out. However, you can only view content on one device or browser at a time. If you begin viewing on another device, the playback on your current device will be paused.

How can I change the email address linked to my account?

It is currently not possible to change your email address on our app, but this will be available soon.

How do I sign in if my registered email address has changed?

If you no longer have access to the email address you registered with and you are not already signed in to a device, you will need to contact us.

How long will I stay automatically signed in for?

You will stay signed in unless you choose to sign out. To sign out, go to Settings in the top right corner.

How do I sign out?

To sign out on a mobile/tablet:

  • Go to Member Profile
  • Click Settings in the top right corner
  • Scroll down and click Sign out

To sign out on a computer browser:

  • Click Settings in the top right corner
  • Scroll down and click Sign out


UPDATING OTRO

4 MONTHS AGO UPDATED

How do I update the OTRO app?

To update on Android:

  • Go to the Google Play store on your Android device
  • Navigate to the side menu and click on My Apps & Games
  • Scroll to find the OTRO app and click Update

Wait for the update to complete and then start using OTRO.

To update on iOS:

  • Go to the app store
  • Click Check Updates.
  • If there’s an update for OTRO, just click on it to update your app.

If you’re using the website, OTRO will automatically update each time you visit our site.

How do I reinstall OTRO on iOS?

  • Delete your OTRO app
  • Find OTRO in the app store
  • Click the cloud icon or select Install to re-download

How do I reinstall OTRO on Android?

  • Hold down the app icon on your Home screen and click Uninstall
  • Open the Google Play store on your Android device
  • Type OTRO into the search bar
  • Click on the OTRO app
  • Once on the app page, select Install


FEATURES – VIDEO PLAYER

4 MONTHS AGO UPDATED

Can I turn off auto-play?

No, it’s not possible to turn off this feature.

Why isn’t my video player loading?

Try refreshing the page. If it still isn’t working, it could be a problem with your internet connection. If your internet connection is fine, we may be experiencing some technical difficulties. Please check Announcements in our Help & Support section or contact us.


COMMENTING

4 MONTHS AGO UPDATED

How do I comment on a piece of content?

To comment you must be a registered member. Once you’ve signed in, commenting is easy:

  • Click the Comment icon comment.png in the interaction bar
  • Click the text field to type your comment
  • Click Send

How do I reply to another member’s comment?

On every comment, there is a Reply button. Click this to type a response to another member’s comment. This will raise the keyboard for you to type your response. When you’re finished, click Send.

How do I report a comment?

We want OTRO to be a place where you can enjoy football and interactions with the players. We want to encourage conversation but will act if we think there is behaviour that contravenes our Terms of Use, PrivacyPolicy and Community Guidelines.

If you see a comment that you think is abusive or spam, swipe left on the individual comment and then click the Report icon report-flag.png on your mobile or tablet. On a computer, you’ll see the Report icon on the right-hand side of the comment.

How do I delete my comment?

Once your comment has been published, swipe left on your own comment to reveal the Delete icon on your mobile or tablet. Click this icon to instantly delete your comment.


MEMBER PROFILE

4 MONTHS AGO UPDATED

How do I update my profile picture?

  • Go to your Settings
  • Click Edit Profile
  • Click inside the circle-Add a profile picture
  • Choose whether you want to take a photo or choose an image from your device
  • Click Save Changes

How do I report another member’s profile?

If you want to report a member’s profile because they have uploaded an explicit picture or offensive content in their bio, please contact us.


MY LOCKER

4 MONTHS AGO UPDATED

How do I bookmark content and where is it stored?

You can bookmark any content using the bookmark symbol bookmark_1.png found in the interaction bar. Click this icon to automatically save content to My Locker in your Member Profile.

To view this content:

  • Go to Member Profile
  • Click on My Locker

You’ll find all your bookmarked content here. Remember you’ll need to have an internet connection to watch videos, read articles or play quizzes.

How do I download content and where does it store?

You can’t currently download content to watch offline. This feature will be available soon.


SHARING

4 MONTHS AGO UPDATED

How can I share OTRO content on other apps/platforms?

  • Click the Share icon share.png on an individual piece of content
  • From the Share Content screen, choose where you want to share to
  • We will then open that app so that you can share

You can share links for content as many times as you like. If you share content with someone who isn’t a member they will need to join OTRO to access the content.


SEARCH

4 MONTHS AGO UPDATED

How do I clear my recent searches?

  • Go to Search
  • Click the search bar
  • Next, to the recent searches, click Clear recent searches



MY ACCOUNT AND PAYMENT

PERSONAL INFORMATION

4 MONTHS AGO UPDATED

How do I edit my name?

  • Go to Member Profile and click Settings
  • Select Personal Information
  • Next, to your name, click Edit
  • Enter your preferred name and click Save

How do I edit my username?

  • Go to Member Profile and click Settings
  • Select Personal Information
  • Next, to your username, click Edit
  • Enter your preferred username and click Save
  • If your chosen username is available, it will save to your profile
  • If your chosen username is unavailable, you’ll be asked to enter an alternative one.

How do I delete my account and information?

By deleting your account, you will delete your data from our systems that include any comments, bookmarks and personal information. For legal reasons, we will need to keep any financial data related to your account for up to 7 years Terms of Use. This does not freeze your account: if you want to return to OTRO you will need to register again.

If you want to delete your account, contact us.


COUNTRY AND LANGUAGE

4 MONTHS AGO UPDATED

How do I change the language of my app?

  • Go to Member Profile and click Settings
  • Click the Language option and scroll down to your preferred language

This will immediately change the language you see OTRO content in.

Will OTRO work while I’m on holiday or out of my country?

Yes, OTRO will work anywhere that you have access to your Wi-Fi or mobile data connection. Content may vary depending on which region you’re in. If you’re using your mobile data to access content, make sure you have enough mobile data allowance to access our service or you may be charged international roaming charges by your network provider.

I was away from my home country when I registered for OTRO – how do I change my country?

It is not currently possible to change your country. This feature will be available soon.

How do I turn on subtitles?

When you’re watching a piece of content, click the subtitle icon subtitle.png on the right-hand side. Here you can select which language you want your subtitles to appear in. Once you’ve selected the language you want, click back on the video player to hide this pop-up.

Where can I use OTRO?

OTRO is available to players and fans worldwide. You will need to have a Wi-Fi or mobile data connection to access the service from any device – mobile, tablet or computer.

Which languages can OTRO support?

We have recently changed the languages we support. OTRO is currently available in the following languagues:

  • English
  • Spanish
  • Portuguese

Please fill in a feedback form if you would like to suggest a language we should offer.


MEMBERSHIP

4 MONTHS AGO UPDATED

How do I access my membership status?

  • Go to Member Profile
  • Select My Account
  • Scroll down to My Membership

You can change your membership status here. You can also see when your membership expires.

How do I delete my account?

You cannot do this in app so please contact us directly and we will do this for you

Now OTRO is free, am I entitled to a refund?

If you are entitled to a refund we will contact you directly by email

If you are an annual subscriber we will reimburse you for the remainder of your active subscription period. We will contact you directly by email to confirm this

If you are a monthly subscriber you are not entitled to a refund but from this point onwards you will not be charged for ongoing membership

If you believe you are entitled to a refund but have not received an email from us, please check your junk email. If you still require support please contact us here


PAYMENT

3 MONTHS AGO UPDATED

How do I view my payment history?

  • Go to the Member Profile
  • Click Settings
  • Select My Account
  • Scroll to My Membership
  • Click Payment History

Here you can find:

  • What you have purchased
  • When you purchased it
  • How much you paid
  • How you paid

Now OTRO has become free, what will you do with my payment details?

For legal reasons, we will need to keep any financial data related to your account for up to 7 years. We comply with all GDPR regulations.

OTRO is now free - why am I still being charged?

OTRO became free on XXX. You will not be charged after this date. If you have been charged please contact us here


DATA POLICY

4 MONTHS AGO UPDATED

How do I request to see the personal information that OTRO keeps of mine?

If you would like us to send you all the data we have on you, please contact us and we’ll get back to you.

Why can’t I download my data automatically?

You will be able to do this soon – we’re working on it.


PRIVACY & SECURITY

4 MONTHS AGO UPDATED

Why has my account been disabled?

Please contact us– we’ll check this out for you. It could be a technical error. If your account has been disabled for reported abuse, we’ll contact you.

How do I know if emails from OTRO are genuine?

OTRO will never request any payment or payment details by email.

If you think you’ve received a suspicious email from OTRO, send to link.

Do not respond to any suspicious email, click on any links or download attachments from any suspicious emails.

How will I know if your content is suitable for me or younger audiences?

OTRO is intended for audiences aged thirteen (13) years and above.

Can I use OTRO in my office or school?

You can use OTRO anywhere that you have access to Wi-Fi or your mobile data - providing you have permission to do so!

I’ve registered on my child’s behalf – how do I know if the site is safe?

OTRO is intended for audiences aged thirteen (13) years and above.

Football has the power to bring people together, and we want to reach football fans wherever they are, regardless of race, religion, gender or disability

We’re committed to making the site accessible and enjoyable to as many people as possible. If you see anything on OTRO that you think is discriminatory or an incitement to violence or hatred of any sort, then please let us know by flagging the content or contact us.

Adverts that are deemed unsuitable for certain age groups will only be served to those members over the legal age for that product category in their respective countries.

What does OTRO do with my personal information?

This is set out in our terms of use and privacy policy.