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I Have a Subscription but Can't Access Content

If you have an active DIRTVision subscription but are being asked to subscribe again, seeing a lock icon, or unable to watch an event, your subscription may not be recognized on the account you're using.

Follow the troubleshooting steps below to regain access.

Step 1: Confirm you're logged into the correct account

One of the most common reasons customers cannot access content is that they're logged into a different account than the one used to purchase their subscription.

  1. Go to Profile > Account Settings to check the email address associated with your current login.
  2. Verify that the email address or mobile phone number associated with your account matches the one used to purchase your subscription.
  3. If you have multiple DIRTVision accounts, make sure you're logged into the correct one.

You can also check the email address that received your original purchase confirmation.

Important for Apple users: If you created your account using Sign in with Apple, your account may be associated with a private relay email address. Do not delete or change that email address without contacting DIRTVision Support.

Step 2: Verify your subscription or pay-per-view purchase

DIRTVision requires an active subscription or a pay-per-view purchase to access live video broadcasts.

If you're seeing a lock icon or being asked to purchase access:

  1. Log in to your DIRTVision account.
  2. Navigate to your account's subscription information.
  3. Confirm your subscription is active.
  4. If you purchased an individual pay-per-view event, verify that you're using the account associated with that purchase.

Please note that access to certain events may depend on your subscription or pay-per-view purchase.

Step 3: Log out and log back in

Sometimes your account's subscription status may need to refresh.

  1. Log out of your DIRTVision account.
  2. Completely close the DIRTVision app or web browser.
  3. Reopen DIRTVision.
  4. Log back in using the account associated with your purchase.
  5. Try accessing the event again.

Step 4: Did you purchase through Apple, Google Play, Roku, or Amazon?

If you purchased your subscription through a third-party platform, verify that your subscription is active through the platform where you originally subscribed.

  • Apple: Check your subscriptions in your Apple account settings.
  • Google Play: Open Google Play and review your active subscriptions.
  • Roku: Review your subscriptions through your Roku account.
  • Amazon: Check your Amazon account for your subscription status.

If your subscription is active but you're still unable to access content, contact DIRTVision Support with your purchase confirmation for further assistance.

Step 5: Recently upgraded to a yearly subscription?

If you recently upgraded from a monthly to a yearly subscription but cannot access content:

  1. Check your email for your yearly subscription upgrade confirmation.
  2. Log out of DIRTVision and completely close the app or browser.
  3. Reopen DIRTVision and log back into the account associated with your upgrade.
  4. Review your subscription information to confirm the upgrade is reflected on your account.

If your yearly subscription is confirmed but you're still unable to watch, contact DIRTVision Support with your upgrade confirmation or transaction receipt.

Step 6: Try another browser or device

If your subscription is active and you're logged into the correct account, try the following:

  • Refresh your browser or restart the DIRTVision app.
  • Clear your browser's cache and cookies.
  • Try watching on another supported device.
  • Restart your device and attempt to access the broadcast again.

 

Still can't access your subscription?

If you've completed the steps above and are still unable to watch, please contact support@dirtvision.com.

To help us investigate, include:

  • The email address or mobile phone number associated with your DIRTVision account
  • The device you're using
  • Where you originally purchased your subscription
  • Your purchase confirmation or transaction receipt, if available
  • A screenshot of any error message or lock icon you're seeing

Our support team will be happy to help verify your purchase and assist with regaining access.