Before you start
- Your account email
- Access to your device and your internet router
Step by step
- 1
Confirm your account is ready
Sign in on this website. Check that your email is verified and that your plan shows as Active under My Plan.
- 2
Restart the device and router
Power both off for about 30 seconds, then turn the router on first and the device once the connection is back.
- 3
Check the connection
If you can, use a wired connection or move closer to the router. Pause other downloads or streams on the same network.
- 4
Update the app
Install the latest version from the official link in your device's guide. Old versions can fail to sign in or play.
- 5
Reinstall if needed
Uninstall the app, restart the device and install it again from the official link, then sign in.
- 6
Contact support
Still stuck? Open a ticket with your device model, the app version and what you see on screen.
If something goes wrong
- The app says my credentials are wrong
- Reset your password from the Sign in page, then sign in again on the device with the new password.
- Video starts, then keeps buffering
- This usually points to the network. Try a wired connection, a router restart, or fewer devices streaming at once.
- A channel won't play but others do
- Content availability can change. Let us know in a ticket which channel and when, so we can check.
Security notes
- Only install the app from official links or app stores.
- Avoid “fixes” that ask you to install unknown files or share your password.
Related questions
Your device model, the app version if you can see it, what you were doing and the exact message on screen. A photo of the screen helps a lot.
Often, yes. Restarting the router and device clears stuck connections and memory, which fixes a large share of playback problems on its own.