When credentials are rejected, first confirm the account is active and that the selected player login method matches the values supplied. Repeated reinstalls cannot fix an expired account or the wrong login format.
Check the values and account status
- Confirm the start date, expiry and activation message through the private support route.
- Choose the account method actually supplied: playlist, server credentials or portal.
- Copy each value exactly and remove accidental leading or trailing spaces.
- Check the server address, username and password in separate fields where that method requires them.
Stop competing sessions for a test
Close playback on other devices and ask support for the concurrent allowance. Distinguish an account rejected message from a source that loads but does not play.
If it works on only one device
Compare the app edition, accepted login method, network and software on the failing device. Do not copy device-bound activation data to a different device without confirmation.
Escalate privately
Send the exact error, player edition, device and timestamp. Share account references only in the agreed private channel. Never post a complete playlist URL, password or device identifier in a public support screenshot.