Apps & TV sign-in
A viewer hit the device limit and nothing plays
Quick answer
Their account is signed in on more devices than their plan allows. Signing in still works, but paid playback pauses everywhere until they log one device out from Devices on their account page.
Check this first
- 1Send them to Devices
The viewer opens their account page and scrolls to Devices. It shows how many devices are in use out of the plan’s limit.
- 2Log out an old device
They press Log out beside a device they no longer use and confirm Log out this device?. Playback resumes once they’re within the limit.
- 3Check the plan’s limit
Open the plan in Studio → Management → Subscription Plans and read Device limit.
- 4Ask about new devices
A new TV, phone or browser sign-in is often what took them over.
Likely cause → fix
| Situation | Likely cause | Fix |
|---|---|---|
| Paused right after signing in on a TV | The TV took the account over its limit | Log out an old device under Devices. |
| A whole plan’s members paused at once | The plan’s Device limit was lowered | Raise it again, or tell members to log out devices. |
| They say they only use one device | Old browsers or apps are still signed in | Log those out under Devices. |
| They ask you to sign a device out | The Studio doesn’t list or sign out viewers’ devices | Walk them through Devices on their account page. |
| A ticket-only event won’t play | The device limit doesn’t apply to PPE — one-time purchase events | Check their ticket’s status and access window instead. |
| Paused on a Subscription OR PPE event despite a ticket | Their plan qualifies, so the device limit applies even with a ticket | Log out a device under Devices. |
The full guide
Did this guide help?