App login and account help
If an app rejects your details, check the basics carefully. Never share your password, one-time codes or payment card information in a public chat.
1. Check the details supplied
Enter the username and password exactly as provided. Check capital letters, spaces and similar characters.
2. Confirm the correct app and account
Make sure you are using the correct player app and the account details intended for that app.
3. Check your internet connection
Open another trusted app or website. If the device is offline, fix the connection before trying to sign in again.
4. Check account and renewal information
Review your confirmation for the account and expiry details. If you have renewed, keep the order reference ready.
5. Avoid repeated guessing
Do not repeatedly guess passwords or share credentials with unofficial helpers. Contact the legitimate account provider if the error continues.
6. Send a safe support request
Provide the app name, device model, exact error message and order reference if relevant. Never include your password or one-time verification code.
Frequently asked questions
What does Authentication Failed mean?
The app could not verify the supplied details. Check the account information and connection, then contact the account provider if it persists.
What does Too Many Connections mean?
The account or app may have reached its permitted simultaneous-device limit. Check the plan terms with the provider.
Can I send my password to support?
No. A legitimate support team should not need your password or one-time security code.