Account access problems

Retype the details slowly

This resolves the clear majority of first-time failures. Access details are case-sensitive, and television remote keyboards drop characters when you navigate quickly. Delete the field entirely and retype it, checking each character against what we sent.

Watch for the usual suspects: a capital I read as a lowercase l, a zero read as the letter O, and a trailing space picked up when copying from an email.

Confirm you are using the right app

Several players have near-identical names and icons. Details entered into the wrong one will be rejected no matter how carefully you type them. The player we support is named in the message containing your access details.

Check the term has not ended

Access stops at the end of the term you paid for. If sign-in worked yesterday and does not today, and nothing else changed, this is the first thing to consider. We do not auto-renew without agreeing it with you first, which means a term can quietly reach its end date.

Check whether you are at the stream limit

Some setups report a limit as a sign-in failure rather than a clear message. If other screens in the house are watching, stop them and try again. Multiple devices explains how the limit works.

Rule out the connection

A device that cannot reach the internet at all will often report an authentication error rather than a network error. Open something else on the same device — any app or web page — to confirm it is genuinely online.

When to contact us

Once you have retyped the details carefully, confirmed the app, confirmed the device is online and confirmed nobody else is watching. Tell us what you saw and which of those you have already done — contact us here.