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LOCKEROOM FAQ & SUPPORT

LOCKEROOM
SUPPORT

FREQUENTLY ASKED QUESTIONS

FAQs

What is The LOCKEROOM app?
The LOCKEROOM is an app that connects  fans directly to their team created by Connected Fanatics through an NFC-enabled smart label on their merchandise . It provides exclusive content, matchday experiences, and safe community channels, all digitally launched directly from the physical merchandise a fan wears.

How do I connect my merchandise to the app and claim my digital twin?
The LOCKEROOM app uses NFC technology embedded in official merchandise. Simply tap your phone on the NFC chip in the merchandise, download the app, register your profile and add your merchandise by tapping on it in the “COLLECTION” section. The app will recognize the item and unlock exclusive content and features.

Can I transfer ownership of my merchandise
Yes! When someone else taps on your owned and registered jersey in the “COLLECTION” section they can claim ownership of it. By confirming the claim you can transfer digital ownership of the jersey.

What happens if I tap merchandise but don’t have the app installed?
If you tap NFC-enabled merchandise without having the app installed, an app clip will be displayed showing the relevant product and a preview of the associated content. You’ll then be prompted to download The Lions Clubhouse app to register your profile and claim ownership of the merchandise.

What exclusive features are available to merchandise owners?
As a merchandise owner, you unlock:

  • Matchday Passes: Get access to matchday experiences, including live content, polls, and voting.

  • Matchday Memories: All interactions and content from the matchday will be saved as a memory tied to your merchandise.

  • Fan Community Forum: Participate in exclusive conversations with other fans and club members.

  • Virtual Locker Room: See a digital overview of your owned merchandise, fan rankings, match day taps, and interactions.
     

Can I connect with other fans?
Yes! You can connect with friends and other fans by tapping on their NFC-enabled merchandise or searching for their usernames within the app.

How do match day channels work?
Match day channels are accessible by tapping on your merchandise when a match day channel is open to allow fans to access pre-match, live, and post-match content and save it as a memory on their merchandise. These channels are only available to merchandise owners who tap in before the match begins. The channels close a few hours after the match to finalise the experience.

Can I buy merchandise directly through the app?
Yes! If you don’t own any merchandise, you can link directly to the e-commerce store to purchase items. Once purchased, you can tap your phone to claim digital ownership of the connected product.

What content can I find on the app?
The LOCKEROOM will contain various types of exclusive and non exclusive content, including posts, images, videos, polls, special offers, competitions and news. You can filter content by what's trending, most recent or what your friends have engaged with.

How does the community feature work?
The community feature allows fans to create, comment on, and like topics within a dedicated fan forum. You can filter conversations by popularity or date, and search for specific topics using hashtags.

What happens if I see inappropriate content?
Fans can flag inappropriate content, and the app will moderate it based on the community guidelines. This is a safe space for Lions fans, players and all associated parties and we intend to keep it that way, so repeat offenders will be warned, blocked or banned automatically.  

What notifications will I receive?
You’ll receive custom push notifications about new posts, match updates, and events, all tailored to your preferences, such as age and location.

How is my data used?
Your interactions, matchday engagements, and merchandise connections contribute to a personalised experience. The app also gathers demographic and geographic data to enhance the fan experience. Please refer to the Privacy Policy and User agreement for more details.

Can I be tracked with the Smart Label?
The Smart Label is a passive piece of technology. It is only activated when scanned with a compatible mobile device and contains data that identifies each jersey uniquely. If you have allowed it the mobile device may capture the location of the scan and transmit it to the platform.

GET HELP NOW

SUPPORT

To get help with using any LOCKEROOM app please contact us via the form below or email us at support@connectedfanatics.com and give us as much detail as possible about the issue you are having or any questions you may have.

We will answer your query and help you as soon as possible.

Support

PRIVACY STAEMENT

PRIVACY

Effective Date: September 18, 2024

Welcome to Connected Fanatics www.connectedfanatics.com (and our Platforms) Our Platforms are operated and owned by Connected Fanatics Limited whose registered address is Hill Dickinson LLP, The Broadgate Tower, London, EC2A 2EW, United Kingdom registration number 13516869.

Privacy is at the core of what we do at Connected Fanatics. Connected Fanatics platforms and experiences are only as strong as its users, and it's of the utmost importance to us that our users feel safe and secure. Protecting your privacy is literally the most important thing to us. To deliver a great experience we need to collect some information from you, in order for Connected Fanatics to do what it does. Fundamentally, Connected Fanatics collects what it needs to provide the service, and nothing more. We believe we are completely open and fair about privacy. We don’t want to mislead anyone. Please read on to see our full privacy policy. It tells you exactly what info we collect, and how we use and share collected information.

If you have any questions, comments or requests regarding this Privacy Policy, the practices of our Platform and services or your dealings with our Platform and services you can contact us by emailing support@connectedfanatics.com.

This policy describes the information we process to support Connected Fanatics and other products and features offered by Connected Fanatics Limited. You can find additional tools and information in the Connected Fanatics App Settings.

What kinds of information do we collect?

To provide Connected Fanatics Products, we must process information about you. The types of information we collect depend on how you use our Products. You can learn how to access and delete information we collect by visiting the Connected Fanatics app or platform settings.

Things you and others do and provide

Information and content you provide: We collect the content, communications and other information you provide when you use our Products, including when you sign up for an account, create or share content, and message or communicate with others. This can include information in or about the content you provide (like metadata), such as the location of a photo or the date a file was created. Our systems automatically process content and communications you and others provide to analyse context and what's in them for the purposes described below. Learn more about how you can control who can see the things you share.

Data with special protections: You can choose to provide information in your Connected Fanatics profile fields your religious views, political views, who you are "interested in," or your health. This and other information (such as racial or ethnic origin, philosophical beliefs or trade union membership) is subject to special protections under EU law.

Networks and connections: We collect information about the people, Pages, accounts, hashtags and groups you are connected to and how you interact with them across our Products, such as people you communicate with the most or groups you are part of. We also collect contact information if you choose to upload, sync or import it from a device (such as an address book or call log or SMS log history), which we use for things like helping you and others find people you may know and for the other purposes listed below.

Your usage: We collect information about how you use our Products, such as the types of content you view or engage with; the features you use; the actions you take; the people or accounts you interact with; and the time, frequency and duration of your activities. For example, we log when you're using and have last used our Products, and what posts, videos and other content you view on our Products. We also collect information about how you use features. Things others do and information they provide about you. We also receive and analyse content, communications and information that other people provide when they use our Products. This can include information about you, such as when others share or comment on a photo of you, send a message to you, or upload, sync or import your contact information.

Device Information: As described below, we collect information from and about the computers, phones and other web-connected devices you use that integrate with our Products, and we combine this information across different devices you use. For example, we use information collected about your use of our Products on your phone to better personalise the content (including targeted ads) or features you see when you use our Products on another device, such as your laptop or tablet, or to measure whether you took an action in response to an ad we showed you on your phone on a different device. Information we obtain from these devices includes: Device attributes: information such as the operating system, hardware and software versions, battery level, signal strength, available storage space, browser type, app and file names, types and plugins. Device operations: information about operations and behaviors performed on the device, such as whether a window is foregrounded or backgrounded (which can help distinguish humans from bots). Identifiers: unique identifiers, device IDs, and other identifiers, such as apps or accounts you use, and Family Device IDs. Device signals: NFC signals, Bluetooth signals, and information about nearby access points, beacons and touch points. Data from device settings: information you allow us to receive through device settings you turn on, such as access to your GPS location, camera or photos. Network and connections: information such as the name of your mobile operator or ISP, language, time zone, mobile phone number, IP address, connection speed and, in some cases, information about other devices that are nearby or on your network.

Cookie data: data from cookies stored on your device, including cookie IDs and settings.

Information from partners

Advertisers and publishers can send us information through Connected Fanatics channels they use. These partners provide information about your activities off Connected Fanatics including information about your device, websites you visit, purchases you make, the ads you see, and how you use their services.

How do we use this information?

We use the information we have (subject to choices you make) as described below and to provide and support the Connected Fanatics Products and related services described in the Connected Fanatics Terms.

Here's how:

Provide, personalise and improve our Products

We use the information we have to deliver our Products, including to personalise features and content including your channels and make suggestions for you (such as groups or events you may be interested in or topics you may want to follow) on and off our Products. To create personalised Products that are unique and relevant to you, we use your connections, preferences, interests and activities based on the data we collect and learn from you and others (including any data with special protections you choose to provide where you have given your explicit consent); how you use and interact with our Products; and the people, places, or things you're connected to and interested in on and off our Products. Information across Connected Fanatics Products and devices: We connect information about your activities to provide a more tailored and consistent experience plus make your experience more seamless.

Location-related information: We use location-related information-such as your current location, where you live, the places you like to go, and the businesses and people you're near-to provide, personalise and improve our Products, including ads, for you and others.

Provide measurement, analytics, and other business services

We use the information we have (including your activity off our Products, such as the website you visit and ads you see) to help advertisers and other partners measure the effectiveness and distribution of their ads and services, and understand the types of people who use their services and how people interact with their website, apps, and services. Learn how we share information with these partners.

Promote safety, integrity and security

We use the information we have to verify accounts and activity, combat harmful conduct, detect and prevent spam and other bad experiences, maintain the integrity of our Products, and promote safety and security on and off of Connected Fanatics Products.

Communicate with you

We use the information we have to send you marketing communications, communicate with you about our Products, and let you know about our policies and terms. We also use your information to respond to you when you contact us.

Research and innovate for social good

We use the information we have (including from research partners we collaborate with) to conduct and support research and innovation on topics of general social welfare, technological advancement, public interest, health and well-being.

How is this information shared?

Your information is shared with others in the following ways: Sharing on Connected Fanatics Products, Connected Fanatics partners products and People and accounts you share and communicate with. When you share and communicate using our Products (Connected Fanatics Tags), you choose the audience for what you share. For example, when you post on Connected Fanatics, you select the audience for the post, such as a group, all of your friends, the public, or a customised list of people. Similarly, when you use Connected Fanatics to communicate with people or businesses, those people and businesses can see the content you send. Your network can also see actions you have taken on our Products, including engagement with ads and sponsored content.

Content others share or reshare about you

You should consider who you choose to connect with, because people who can see your activity on our Products can choose to share it with others on and off our Products, including people and businesses outside the audience you shared with.

Sharing with Third-Party Partners

We work with third-party partners who help us provide and improve our Products or who use Connected Fanatics to grow their businesses, which makes it possible to operate our companies and provide free services to people around the world. We don't sell any of your information to anyone, and we never will. We also impose strict restrictions on how our partners can use and disclose the data we provide. Here are the types of third parties we share information with: Partners who use our analytics services. We provide aggregated statistics and insights that help people and businesses understand how people are engaging with their posts, listings, Pages, videos and other content on and off Connected Fanatics Products.

Advertisers

We provide advertisers with reports about the kinds of people seeing their channels and how their content is performing, but we don't share information that personally identifies you (information such as your name or email address that by itself can be used to contact you or identifies who you are) unless you give us permission.

What is our legal basis for processing data?

We collect, use and share the data that we have in the ways described above: as necessary to fulfil our Connected Fanatics Terms of Service; consistent with your consent, which you may revoke at any time through the Connected Fanatics Settings; as necessary to comply with our legal obligations to protect your vital interests, or those of others; as necessary in the public interest; and as necessary for our (or others') legitimate interests, including our interests in providing an innovative, personalised, safe, and profitable service to our users and partners, unless those interests are overridden by your interests or fundamental rights and freedoms that require protection of personal data. Learn more about these legal bases and how they relate to the ways in which we process data.

How can you exercise your rights provided under the GDPR?

Under the General Data Protection Regulation and United Kingdom Data Protection Act, we follow the data protection principles. You have the right to access, rectify, port and erase your data. You also have the right to object to and restrict certain processing of your data. This includes: the right to object to our processing of your data for direct marketing, which you can exercise by using the "unsubscribe" link in such marketing communications; and the right to object to our processing of your data where we are performing a task in the public interest or pursuing our legitimate interests or those of a third party. You can exercise this right on Connected Fanatics platforms and contact us at support@connectedfanatics.com.

Data retention, account deactivation and deletion

We store data until it is no longer necessary to provide our services on Connected Fanatics Products, or until your account is deleted - whichever comes first. This is a case-by-case determination that depends on things like the nature of the data, why it is collected and processed, and relevant legal or operational retention needs.

How do we respond to legal requests or prevent harm?

We access, preserve and share your information with regulators, law enforcement or others: In response to a legal request, if we have a good-faith belief that the law requires us to do so. We can also respond to legal requests when we have a good-faith belief that the response is required by law in that jurisdiction, affects users in that jurisdiction, and is consistent with internationally recognised standards.

How do we operate and transfer data as part of our global services?

We share information globally, both internally and externally with our partners and with those you connect and share with around the world in accordance with this policy. We utilise standard contractual clauses approved by the European Commission and rely on the European Commission's adequacy decisions about certain countries, as applicable, for data transfers from the EEA to the United States and other countries.

How will we notify you of changes to this policy?

We'll notify you before we make changes to this policy and give you the opportunity to review the revised policy before you choose to continue using our Products.

How to contact Connected Fanatics with questions

If you have questions about this policy, you can contact us at support@connectedfanatics.com

TERMS OF USE

TERMS OF USE

Effective Date: September 18, 2024

These Terms & Conditions (T&Cs) are a legal contract between you and us. By using apps, platforms or websites built and managed by Connected Fanatics, you agree to be bound by this agreement. If you do not agree with these terms, please do not use Connected Fanatics products. We regularly update this agreement in line with best practices and user feedback. You can see the date of the latest update at the top of this page.
These terms are designed to protect both parties: they help us ensure legal compliance and protect our users from issues such as trolling, bullying, or other harmful behaviors. By agreeing to these terms, you can enjoy Connected Fanatics, creating and sharing content safely.
Welcome to Connected Fanatics (www.connectedfanatics.com) and LOCKEROOM (our Platform). You can access our Platform, its associated websites and apps through the internet and services provided by mobile networks, partners, and other platforms and devices. This page, along with any referenced documents, explains the Terms and Conditions under which you may use our Platform as a registered user, including SMS, APIs, email notifications, applications, buttons, and widgets, as well as any information, text, graphics, photos, or other materials uploaded, downloaded, or appearing on our Platform. Please read these Terms and Conditions carefully before using the Platform. By using our Platform, you indicate that you accept these Terms and agree to abide by them. If you do not agree, please refrain from using our Platform and products.

Information About Us
Our Platform is owned and operated by Connected Fanatics Limited, located at Hill Dickinson LLP, The Broadgate Tower, London, EC2A 2EW, United Kingdom. Registered company number 13516869.

Accessing Our Platform
Access to our Platform is permitted on a temporary basis, and we reserve the right to withdraw or amend the services we provide without notice. We will not be liable if our Platform is unavailable for any reason.

Some parts of our Platform, or the entire Platform, may only be accessible to registered users who submit personal data as part of the account registration process. The Platform is not aimed at minors. The minimum age required to use our services is 13 years old; users aged 13 to 16 must have a parent or guardian review and approve these Terms and Conditions on their behalf.

You may not sell or transfer your account to any other person without our prior written approval. When using our Platform, you must comply with our Acceptable Use Policy and Privacy Policy & Cookie Notice. You are responsible for making necessary arrangements to access our Platform and ensuring that anyone who uses your internet connection to access our Platform is aware of these terms and complies with them.

Some features and content on our Platform are provided by third-party partners, and you may need to register with those parties to use certain functionality or services. We carefully select our partners, but we encourage you to review any additional terms, conditions, or privacy policies they may have. Please note that Connected Fanatics is not responsible for our partners’ performance towards you, and you should carefully review their policies before agreeing.

Intellectual Property Rights
There are two types of content on our Platform: (1) content owned by us or licensed to us, and (2) user-submitted content, which users submit under these Terms. We own all intellectual property rights in the Platform that is not user-submitted content. User-submitted content will be considered non-confidential and non-proprietary, and you grant us an unrestricted, non-exclusive, perpetual, royalty-free license to use, copy, distribute, and disclose such material for business purposes. You also waive any moral rights in the user-submitted content.
This license includes the right to share user content across our Platform and with partners, as outlined in our Terms. However, you retain ownership of your content. We will respect and protect user-submitted content, and we reserve the right to pursue infringement claims if a third party infringes on this content.

You may print a single copy or download extracts of any page(s) from our Platform for personal use only. You must acknowledge us (or any identified contributors) as the authors of material on our Platform. If you wish to use any material for purposes other than personal, non-commercial use, please contact us for permission at support@connectedfanatics.com.

Reliance on Information Posted
Any commentary or other materials posted on our Platform are for informational purposes only and are not intended as advice. We disclaim liability for any reliance placed on such materials by any visitor or user.

Platform Changes
We update our Platform regularly and may change its content at any time. Access to the Platform may be suspended or closed indefinitely. We are not obligated to update materials on the Platform, and any material may be out of date.

Our Liability
The material on our Platform and any content you access or download is provided without guarantees, conditions, or warranties regarding its accuracy. To the fullest extent permitted by law, Connected Fanatics, our affiliates, and third-party partners expressly exclude all conditions, warranties, and other terms that might otherwise be implied by statute, common law, or equity.
We exclude liability for:

  • loss of income or revenue;

  • loss of business or profits;

  • loss of anticipated savings;

  • loss of data or goodwill;

  • wasted management or office time;

  • any other loss or damage, even if foreseeable.
     

This does not affect our liability for death or personal injury resulting from our negligence, nor for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability that cannot be excluded under applicable law.

Uploading Material to Our Platform
If you use features to upload material, you must comply with our content standards outlined in the Acceptable Use Policy. By uploading, you warrant that your contribution complies with our standards, and you agree to indemnify us against any breach of that warranty.

Moderation Policy
To ensure a respectful and safe environment, we employ:

  • Automated Moderation: Our systems screen for harmful content using algorithms to detect patterns indicating potential violations.

  • Human Moderation: Our trained community managers review flagged content, editing or removing it if it violates our guidelines.

  • Community Reporting: We encourage users to report content that violates these Terms. Reports are reviewed by our team.

  • Action on Violations: We may remove content, suspend or terminate accounts, and in cases of imminent harm, report violations to law enforcement.

  • Appeals Process: If your content is moderated or your account is suspended, you can appeal by contacting us at support@connectedfanatics.com.
     

Acceptable Use Policy
Our Platform may only be used for lawful purposes. Prohibited uses include:

  • Violating local, national, or international laws or regulations.

  • Engaging in unlawful or fraudulent activities.

  • Harassing, threatening, or causing distress to other users.

  • Distributing spam or malicious content.

You must not:

  • Reproduce or resell any part of our Platform without permission.

  • Access, interfere with, damage, or disrupt any part of our Platform or third-party systems connected to it.

  • Engage in username squatting or create accounts to sell or block names for other users.
     

Suspension and Termination
We reserve the right to suspend or terminate your account for violating these Terms. Penalties may include:

  • Warnings for first-time or minor violations.

  • Temporary Suspension for repeated or more serious violations.

  • Permanent Suspension for severe violations.

  • Content Removal: We may remove any violating content at our discretion.
     

Infringement Notice and Takedown Policy
If you believe material on our Platform infringes your intellectual property rights, please contact us at support@connectedfanatics.com with the following:

  • A signature of the copyright owner or authorized agent.

  • Identification of the infringed work.

  • A description of the location of the material on our Platform.

  • Your contact information.

  • A statement that you have a good faith belief the use is unauthorized.
     

Viruses, Hacking, and Other Offenses
You must not misuse our Platform by introducing malicious software or attempting unauthorized access. Any violation will be reported to law enforcement, and your account may be suspended immediately.

Links from Our Platform
Our Platform may contain links to other platforms. We have no control over their content and are not liable for any loss or damage resulting from their use.

Cookies
We use cookies to enhance your experience. For more details, review our Cookie Policy.

Jurisdiction and Applicable Law
These Terms and Conditions are governed by English law, and any claims shall be subject to the exclusive jurisdiction of the English courts.

Trademarks
The trademarks displayed on our Platform are our property or that of third parties. You may not use these without written permission.

Entire Agreement
These Terms and Conditions form the entire agreement between you and us. If any provision is found unenforceable, it will be replaced with the minimum necessary changes for enforceability. The remaining terms will remain in effect.

COMMUNITY GUIDELINES

COMMUNITY

You can find our Community Guidelines of use HERE. For any questions or requests please email us at support@connectedfanatics.com 

We will answer your query and help you as soon as possible.

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