Playback & viewers
A viewer can’t sign in or play on their TV
Quick answer
TVs sign in with a QR code scanned by a phone that’s already signed in to the account holding the plan. A code lasts 120 seconds, and the TV counts toward the plan’s device limit.
Check this first
- 1Show a fresh code
On the TV, start sign-in again and scan the new code straight away.
- 2Check the phone’s account
The TV gets whatever the approving account can watch. The phone must be signed in to the account that holds the plan.
- 3Approve the right device
On the phone, check the TV’s name under Sign in this device? and tap Approve & sign in.
- 4Play something they’re entitled to
If the account is now over its device limit, the TV shows the device list instead of playing.
Likely cause → fix
| The viewer sees | Why | Fix |
|---|---|---|
| Code expired or invalid | More than 120 seconds passed, or the code was already used | Show a new code and scan it immediately. |
| Request rejected | Reject was tapped on the phone | Start again on the TV and tap Approve & sign in. |
| No pairing code | The pairing page was opened without scanning | Scan the QR code on the TV rather than typing the address. |
| The TV plays the wrong account’s content | The phone was signed in to someone else’s account | Sign the TV out, sign the phone in to the right account, and scan a new code. |
| Device limit reached, on the TV | The TV pushed the account over its limit | Sign one device out from the list on the TV or the website. |
| A whole section is missing on the TV and on the website | That module is switched off, and the apps follow the same switches | Switch it on in Studio → System → Settings → Content → Features. |
The full guide
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