Login errors
| Message | What it means | Fix |
|---|---|---|
| Invalid username or password / Login failed | Details don’t match | Retype carefully. They are case-sensitive, so watch for O/0 and l/I |
| Server not found / Unable to connect | Server URL is wrong or unreachable | Include http:// and the port, exactly as in your email. Check your internet |
| Account expired | Plan has ended | Renew on the plans page |
| Account disabled / banned | Account suspended | Contact support |
| Max connections / Too many users | Over your screen limit | Close the app on other devices and wait a minute. See multi-screen |
Playback errors
| Message | What it means | Fix |
|---|---|---|
| Playback error / Unable to play stream | The app can’t play that stream | Try another channel. Switch player engine in settings. Restart the app |
| Stream not available / Channel offline | The channel has a temporary issue | Try later, and tell us which channel if it persists |
| Black screen with sound | Video decoding issue | Switch player engine, or toggle hardware acceleration |
| Constant buffering | Connection too slow or unstable | See buffering fixes |
Problems with a VPN or Wi-Fi
- With a VPN on: turn it off. It can cause failed logins and buffering, and our service doesn’t need one. See IPTV and VPNs.
- Works on mobile data but not Wi-Fi: restart the router and check any parental filters or “safe browsing” settings on your broadband account. See ISP blocking.
- Works on one Wi-Fi band but not another: try connecting the device to the other band (2.4 GHz or 5 GHz).
Still seeing the error? Contact support with a photo of the message.
