Something not working?

Almost always the address, the username or the password. All three are case-sensitive, and a playlist address needs its http:// or https://. Try the same details in a browser on your phone: if they fail there too, the problem is with the source rather than with the player.

Many providers allow only one connection at a time. If the same details are open on another device — including a browser tab you forgot about — the second one is refused. Close the other, wait a minute, and try again.

Settings → Guide. A missing guide means the source carries none. Wrong times are a time zone, and the Time shift setting moves the whole guide by whole hours.

Check the Device ID on Settings → Account against the one you paid for — they must match exactly. If they do, leave the app on that screen for a minute. If it still has not activated, send us both the ID and your receipt.

A factory reset gives the device a new ID, because the ID comes from the device itself. Send us the old ID and proof of purchase and we will re-issue it. A plain reinstall does not do this — your licence survives that.