Here are some troubleshooting tips if you are experiencing issues signing in that include the following scenarios:
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You’re not receiving the password reset email.
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The password reset link doesn’t work.
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You can log in but see the “Coming soon” page and cannot stream.
What to do?
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Ensure your email address is spelt correctly. If there’s a typo, you won’t be able to edit the email yourself, so contact us, and we will help you fix it. We highly recommend verifying your email address or other information when you sign up to avoid typos or creating multiple accounts.
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Check that the email address you are entering is linked to your active account, i.e. the one with an active membership. It’s possible that you have accidentally created multiple accounts or that you have requested the deletion of the account you are trying to access; if that is the case, you will need to sign up again. Look at your notifications to find out what the email for the active account is.
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Look through all tabs in your inbox, such as “Spam”, "Priority", and "Others", in case you have set rules to automatically sort incoming emails into multiple categories or folders.
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Use the latest version of one of these supported browsers: Chrome 110+ (Windows/Mac), Firefox 110+ (Windows/Mac), MS Edge 110+ (Windows/Mac), Safari 14+ (Mac).
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Open the password reset link in an incognito window or a different browser. You could also try resetting the password using a different device with the same or different browser.
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Make sure any VPNs you may be using are switched off.
Need further assistance?
We're here to help! Contact us and make sure you have the following information ready:
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Error message and steps to replicate the issue.
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Browser and version.
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Device model/make and operating system.