IPTV Login: Where Your Details Go, and Why It Fails

You have paid, the details have arrived, and the player will not take them. That moment is the single most common thing people message us about, and it is almost never what it looks like.

This is what you are actually logging into, the five things that stop it working, and the order worth checking them in.

The short answer

An IPTV login is not an account on a website. There is no dashboard to sign into and no password reset link, because the details you were sent are credentials your player hands to a server, not a login to anything you can visit in a browser.

So when a login fails, the fix is nearly always in what you typed rather than in your subscription. A single wrong character produces exactly the same screen as an expired account, and the two are indistinguishable from where you are sitting. Retype before you conclude anything.

What you are actually logging into

When you open a player for the first time it asks for a name for the connection, then for some combination of a server address, a username and a password, or for one long URL that has all three folded into it.

The name is yours to invent and means nothing to anyone else. The rest is issued to your subscription and to nobody else's. Our guide to lines, URLs and EPG sets out what each piece is, if the vocabulary is the part that is unclear.

The important consequence is that there is nothing to recover. If you have lost your details, no reset email exists and no form will send them to you. Ask us and we will send them again.

The five things that stop a login working

In this order, because the first two account for most of it.

1. A character that looks like another character

Zero and capital O. Lowercase L, capital i and the digit 1. On a television's on-screen keyboard, with a remote, at a distance, these are genuinely hard to tell apart, and a credential is exactly the kind of string where nothing in the surrounding text tells you which one it should have been.

If you can, type the details on a phone or a keyboard rather than with a D-pad. If you cannot, check those six characters specifically before retyping the whole thing.

2. A space you cannot see

Copying details out of a message very often takes a trailing space with them, and some players will not trim it. It is invisible in the field and it fails the login exactly as a wrong password would.

Delete backwards from the end of each field until the cursor is tight against the last character, then try again.

3. The details are in the wrong fields

Some players ask for a server, a username and a password as three fields. Others want the whole thing as one URL. Others again split the port number out separately. None of those is more correct than the others, and putting a correct value in the wrong box is a much more common cause of failure than anything wrong with the value.

If your player asks for a port and you cannot see one, it is already part of the address we sent you. Send us a photo of the screen and we will tell you which part goes where.

4. Nothing has been issued yet

If you have just paid and are typing details from somewhere other than the message we sent, they are not yours and will not work. This sounds obvious and it happens: people try a friend's, or a set they had from a previous service.

5. Something else is already playing

Your subscription allows a set number of streams at the same moment. If that number is already in use elsewhere in the house, a new device can fail at the point of connecting, and some players report that as a login error rather than as a limit.

Stop playback on the other device and try again. Note that this is about simultaneous playing, not about how many devices you have set up: you can install the player on as many as you like, and what our plans page counts is how many can watch at once.

"Portal", "line", "link": the same login under three names

Three words you will meet, all describing the same thing from different angles.

A line is the trade word for one subscription's worth of access. A link or URL is the address your player fetches it from, usually with your credentials already inside it. A portal is what some set-top boxes call the address field, and on those devices you may be asked for a MAC address as well as, or instead of, a username.

None of these is a different product and none of them changes what you bought. If a player asks for a "portal" and we sent you a username and a password, that is not a mismatch, and it is worth asking rather than guessing.

If none of that fixes it

Two things worth trying before you assume the subscription is at fault, because both are quick and both are commonly the answer.

Try a second device. If the same details work on a phone and fail on the telly, the problem is the telly or the typing, not the account. This is the single most useful test available to you and it takes two minutes.

Try a different player. Our player apps comparison sets out which apps run on which platform. If one app refuses the details and another accepts them, the app was the problem.

If it fails on two devices and two players, then it is worth us looking at it.

Common questions

Where do I go to log in to my account?

Nowhere, and that is not a missing feature. There is no customer account area and no login page on this site. Your details go into a player app, and everything else happens over WhatsApp.

I have lost my details. Can I reset them?

There is nothing to reset, but we can send them again. Message us and ask.

Can I change my password?

Not in the way you would change a website password, because there is no self-service place to change it. If you need new credentials issued, ask us and say why, and we will tell you what we can do.

My login worked yesterday and does not today.

Check whether anyone else in the house is watching first, since that is the usual answer. If nobody is, and the details have not been retyped in between, that is worth a message rather than a reinstall. Reinstalling the player is the thing people try first and it almost never helps, because the credentials are not stored anywhere the reinstall touches.

It logs in but nothing plays.

That is a different problem from this page. The login succeeded, so the details are right, and the cause is usually the connection or the device. Our buffering guide takes the causes in the order worth checking.

Still stuck?

Send us a photo of the screen you are looking at on WhatsApp. It takes about a minute to spot when someone can see the same fields you are seeing, and it is very often one character or one field rather than anything wrong with your subscription.