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Check the expiry date on your account page before anything else, because an expired line looks exactly like a broken one. If the date is still in the future, open the same login on a phone over mobile data. Playback on the phone means the subscription is healthy and the problem sits in your home network or in the app on the television. No playback anywhere means the login details or the line itself need looking at, and that is the point to message support.

Sign in at the account page with the email address you ordered with. Your active subscriptions are listed there with the server URL, username, password and M3U link, each with a copy button so you are not retyping a long string onto a television with a remote control. The same details were emailed to you when the order completed, so searching your inbox for the order number usually finds them too.

Nine times out of ten this is a stray space picked up when the details were copied, or a capital letter that the on-screen keyboard has helpfully corrected. Delete the profile in the app and type the username and password by hand, watching for the difference between a lower-case L and the digit one. If the app has an autocorrect or auto-capitalise setting, turn it off before you start. If it still refuses, check the expiry date, because an expired line reports itself as an authentication failure in most players.

One per device slot on the subscription. Each slot has its own username and password, so two televisions using two slots never interrupt one another. If a stream stops the moment somebody else starts watching, you are running more screens than slots, and the fix is either to add a slot or to stagger who is watching.

They are three ways of handing the same subscription to a player. Xtream Codes takes a server address plus a username and password, and it is the option to prefer because the app builds its own menus and pulls in the programme guide. An M3U link is one long URL that carries everything, which suits players that only accept a playlist. MAG is for set-top boxes that identify themselves by hardware MAC address rather than a login, so you send us the MAC printed on the box and the portal finds it.

Almost certainly not. A connection problem affects everything you open, not a single entry in a list of thousands. When one channel misbehaves on its own, the source feeding that channel is having a bad night. Try the HD and SD versions of the same channel, or the copy in a different group. Then tell support the exact channel name, because that is precise enough for the source to be swapped rather than for you to be sent through generic checks.

Seconds, in the normal case. The line is generated by the system the moment the payment gateway confirms the transaction, and the details appear on the confirmation page and in your inbox at the same time. If a bank holds a payment for extra verification, activation runs as soon as that clears and the email still arrives on its own. If twenty minutes pass with no email, look in the spam folder first, then message support with the order number.

About 15 Mbps carries a comfortable HD stream, and 25 Mbps or more per simultaneous stream is a sensible target for 4K. Steadiness matters far more than the headline figure. A connection that holds 20 Mbps without dropping packets outperforms a 200 Mbps line that stutters every half minute, which is why a speed test showing a large number rarely explains a picture that keeps stopping.

Most people do not. It becomes worth testing when the picture is perfect in the afternoon and unwatchable at nine in the evening, because that pattern points at a provider shaping video traffic at peak times. Run a VPN for one evening and compare. If the stutter disappears, you have found the cause. If nothing changes, turn it off again, since a VPN adds a hop and can make a healthy connection slightly worse.

Sign in and renew from the account page, using the same email address the original order was placed with. That is what links the payment to the line you already have, so the time is added to whatever is left and the server address, username and password stay exactly as they are. Renewing under a different email address creates a second, separate subscription instead, which is the usual explanation when a new payment does not appear to have extended anything.

Your order number, the device you are using, the app name, and one sentence describing what you see on screen. Those four things let the first reply be an answer. Without them the first reply has to be a set of questions, and the whole thing takes an extra day for no good reason. A photograph of the error message is worth more than a description of it.

Yes. Everything on this site is readable without an account, and the setup guides describe what a working configuration looks like on each device, which is often enough to tell you in advance whether the hardware you own will cope. If you are unsure about a particular box or television, send us the model number and we will tell you honestly whether it is a good idea.