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zhibo reported on september 7 that the official weibo account of iqiyi sports posted a message to apologize for the fact that fans were unable to watch the match between the chinese national football team and japan despite paying.

related news: iqiyi sports apologizes for "not being able to watch live broadcasts": will strengthen technical plans and operational capabilities

dear iqiyi sports users:

during the live broadcast of the china vs. japan match in the top 18 of the national football team on september 5, the enthusiasm of chinese fans far exceeded our expectations. after the game started, the traffic was too large and the number of users in the payment process increased sharply, resulting in some users being unable to purchase and the benefits after purchase not being credited in real time, which affected the user's viewing experience. we deeply apologize.

due to insufficient preparation and prediction of user payment volume, the enthusiasm of fans was disappointed, which eventually affected the viewing experience of some fans. our technical team has dealt with the problem as soon as possible and restored the normal operation of the system. in the future, we will further strengthen technical plans and operational capabilities to provide you with more stable and reliable live broadcast services.

for users affected by this incident, we will provide the following solutions:

1. for sports members who have redeemed tickets for matches repeatedly, we have returned the redeemed tickets to their accounts.

2. for users who make repeated purchases, we will refund the amount of the repeated purchases.

3. for users whose rights and interests are damaged during the game, we will compensate them with a viewing ticket.

tickets and refunds will be automatically returned to your account within 5 working days, and we will inform you of the refund information through the iqiyi sports app station message. in case of special circumstances, please call the customer service number: 400-890-1300. if the incoming call volume is too large and the call cannot be connected, please wait patiently.

*for apple ios payment users, please log in to the iqiyi sports app to check the in-site message to complete the refund process.

we are fully aware that the enthusiasm of every chinese football fan is invaluable, and we will spare no effort to continuously improve our services to ensure that users have a better viewing experience. we will strengthen server monitoring, predict high load situations in advance and prepare emergency plans, increase investment in server resources, and further improve the system's carrying capacity and stability.

once again, thank you to every fan for your attention to chinese football. we will work together with the fans to protect this love for chinese football!

iqiyi sports

september 6, 2024