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Troubleshooting password reset issues


Here are some tips to help if you're having trouble signing in due to one of the following reasons:

  • You didn't receive a reset password email. 
  • The reset password link doesn't work. 
  • You can sign in, but you see the "Coming Soon" page and can't stream.

If you didn’t receive a reset password email

  • Make sure your email address is spelled correctly. If there is a typing error, you will not be able to edit the email yourself, so please contact us and we will help you correct it. We recommend that you verify your email address when signing up and avoid spelling mistakes or creating multiple accounts. 
  • Make sure that the email address you enter is associated with your active account. It is possible that you have accidentally created multiple accounts or that you have requested the deletion of the account you are trying to access. If this is the case, you will need to log in again. Check your notifications to find out what email is for your active account.  
  • Review all tabs in your inbox, such as "Spam," "Priority," and "Other".
  • 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).  
  • Make sure that any VPNs you may be using are turned off.  

If the password reset link doesn’t work

  • Open the reset password link in an incognito window or another browser. You can also try resetting your password using another device and/or browser.  

Need more help? 

Contact us and have the following information ready:  

  • Error message and steps to replicate the problem. 
  • Details of your browsers and their version. 
  • Device model/brand and operating system. 

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