Playback & viewers
A viewer sees “Too many devices”
Quick answer
Their account is signed in on more devices than their plan allows. Paid playback pauses on every device until they sign one out from the Devices section of their account page. The Studio can’t do it for them.
Check this first
- 1Open Devices
The viewer signs in on your website, opens their account and finds Devices (“Where you’re logged in”). It shows how many devices they use out of the limit.
- 2Log out an unused device
They click Log out beside a browser, phone or TV they no longer use, and confirm Log out this device?.
- 3Press play again
Playback unlocks as soon as they’re back within the limit, on every device.
- 4Check the plan’s limit
In Studio → Management → Subscription Plans, open their plan and read Device limit. It can be from 1 to 999.
What counts toward the limit
| Situation | What happens |
|---|---|
| Signing in again on the same app or TV | Replaces the old sign-in. No extra device. |
| A browser idle long enough to be signed out | Stops counting. |
| A viewer holding several plans | The highest limit among their active plans applies. |
| A ticket for an event sold only by ticket | Not paused by the device limit. |
| A staff account | Never limited. |
The full guide
Did this guide help?