Confirm access has actually been issued
A trial reference confirms receipt of a request, not activation. Wait for the review response and access details. If you purchased a plan, use its confirmed account instructions rather than reusing an expired trial login without checking.
Check each field literally
Preserve capitalisation in credentials, remove accidental spaces and keep the complete server URL including protocol and port. Username/password login, playlist import and portal access are different methods; choose the one appropriate to the player.
Rule out a connection allowance problem
Stop streams on other devices and close any background player. A message about too many connections is different from invalid credentials. Tell support the exact wording so the correct account check can be made.
Escalate without exposing secrets
Send the request or order reference, device, player and error text. Redact passwords, portal identifiers and personal details from screenshots. Support can investigate your request without you posting credentials in a public channel.
Still need a little help?
Send us the device model, player name and the step that did not work. Keep passwords and payment details out of your message.
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