Your credentials are the subscription. The app is just software
Understanding that one distinction removes most of the confusion around devices, sharing and switching players.
What you actually bought
A server address, a username and a password — or a playlist URL with those already inside it. That is the subscription. The player is software that reads them, and it is replaceable at any moment.
So if a player stops working, you have lost nothing. Put the same credentials into a different one and you are watching again in two minutes.
Which is why sharing hurts
Anyone holding your credentials can consume your connection slots from anywhere. That produces playback failures on a schedule that correlates with nothing in your own house, which is maddening to diagnose from the inside.
If playback refuses to start at times you cannot explain, that possibility is worth considering before anything technical.
And why switching device is trivial
There is no per-device registration to release and nothing to deactivate. Enter the credentials on the new device and it works. The single exception is a MAG portal, where the box MAC address is the credential and therefore cannot travel.
Keep the details somewhere you can find them without asking support — a password manager entry, not a screenshot you will have to scroll a chat thread to find in six months.
Still stuck?
Send us your order number and the device you are using, and a real person will work through it with you.
Contact support