Something not working? Start here.

What you are seeing: You select the player and it either closes immediately or hangs on a blank screen.

Try this, in order

1. Close the app fully — do not just press Home. On most devices, hold the Home button and swipe or select Force stop.
2. Restart the device from the power menu rather than pulling the plug.
3. Check for a device software update, then check for a player update in the app store.
4. Clear the app’s cache (see “Clearing the cache” below).
5. If it still will not open, uninstall and reinstall the player, then sign in again with your activation details.

On Fire Sticks this is very often a storage problem. Uninstall apps you no longer use and try again.

What you are seeing: The player rejects your details, or signs in but shows nothing.

Try this, in order

1. Re-type the details by hand rather than pasting — a trailing space is the single most common cause.
2. Check for characters that look alike: capital I and lowercase l, zero and letter O.
3. Confirm you are using the details from the most recent activation email, not an older one.
4. Make sure the player is the one named in your email. Details will not work in a different app.
5. If your device needs registering at our end (MAG and similar boxes), check that you sent us the MAC address and had confirmation back.

Send support a screenshot of the error rather than retyping it — it tells us more than the wording does.

What you are seeing: The app opens and signs in, but categories are empty or nothing plays.

Try this, in order

1. Give it a full minute on first run — the channel list downloads before anything appears.
2. Pull to refresh, or close and reopen the player.
3. Try a different category. If one channel fails but others work, it is that source, not your account.
4. Check your subscription has not expired.
5. Restart the router, then the device.

What you are seeing: The picture stops and restarts, or the spinner keeps appearing.

Try this, in order

1. Lower the stream quality inside the player. 4K needs a lot more headroom than HD.
2. Move to the 5GHz Wi-Fi band, or run an ethernet cable to the device.
3. Check nobody else in the house is downloading or gaming heavily at the same time.
4. Restart the router and leave it two minutes before reconnecting.
5. Test the same channel on a phone. If the phone is fine, the problem is the TV or its connection, not the service.

Buffering during a single big live event is usually load at the source rather than your setup — tell support which channel and when.

What you are seeing: You suspect the connection rather than the app.

Try this, in order

1. Run a speed test on the device you are watching on, not on a phone next to the router.
2. Aim for 15 Mbps or more for HD, and 25 Mbps or more for 4K.
3. Repeat the test at the time of day the problem happens — evening congestion is real.
4. If the device is far from the router, a mesh point or powerline adapter will help more than any app setting.

What you are seeing: Things behave oddly and a proper restart has not been tried.

Try this, in order

1. Use the power menu on the device rather than pulling out the plug.
2. On a Fire Stick: Settings › My Fire TV › Restart.
3. On Android TV: Settings › System › Restart.
4. On a Smart TV, switch off at the wall for a full 60 seconds — a quick off and on does not always clear the memory.
5. Restart the router at the same time if the problem is playback-related.

What you are seeing: An older version of the player is misbehaving.

Try this, in order

1. Open your device’s app store and look at My apps or Updates.
2. Update the player if an update is offered.
3. Update the device’s own software too — players often need a recent OS.
4. Reopen the player and sign in again if it asks.

What you are seeing: The app is sluggish, stuck on old data, or crashing.

Try this, in order

1. Android TV / Fire TV: Settings › Applications › Manage installed applications, choose the player, then Clear cache.
2. Try Clear cache first. Only use Clear data if that fails — it wipes your login and you will need to enter it again.
3. On iOS, offload or reinstall the app instead; there is no separate cache control.
4. Reopen the player and allow the channel list to rebuild.

Keep your activation email to hand before clearing data — you will need those details again.

What you are seeing: The connection is the weak link.

Try this, in order

1. In the device’s Wi-Fi settings, look for a second network name ending in -5G and join that.
2. If the device is more than a couple of rooms from the router, prefer ethernet or a mesh point.
3. Avoid guest networks — they often block the traffic streaming apps need.
4. On mobile data, expect lower quality and check your carrier is not throttling video.

What you are seeing: Nothing works and you are not sure the hardware is capable.

Try this, in order

1. Check your device against the supported devices list.
2. Find the operating system version in the device’s settings, under About.
3. Send support the make, model and OS version — a photo of the label is fine.
4. If it genuinely cannot run a current player, a Fire TV Stick is the cheapest way around it.

What you are seeing: You have tried the above and need a person.

Try this, in order

1. Tell us the device — make, model and OS version.
2. Tell us what you did and what happened, in that order.
3. Send a photo or screenshot of the error screen.
4. Include your order reference if you have one.
5. Say whether it affects one channel or everything — that alone narrows it enormously.

The more of this you send in the first message, the fewer rounds it takes to fix.