Why am I being asked to purchase a subscription?

If you’re prompted to purchase a subscription during a live event, it usually means one of the following:

• You’re not logged into an active account
• You’re signed in with the wrong email address
• Your subscription is not properly linked to your account

Follow the steps below to resolve the issue.

 

Step 1: Confirm you’re logged into the correct account.

• Make sure you are signed into the correct email address
• Go to your account settings and verify the email you’re using
• If possible, check another device where you may already be logged in to confirm the correct email

Step 2: Verify your subscription is active.

• Confirm your subscription is currently active and not expired
• Ensure you are using the same email address used at purchase
• If you subscribed through a third party (Apple, Roku, Amazon, etc.), verify your subscription status there as well

Step 3: Log out and log back in.

• Fully log out of your account
• Close your browser or app completely
• Log back in and try accessing the stream again

Step 4: Try a different browser or device, sometimes cached data can prevent access.

• Try a different browser (Chrome, Safari, Firefox)
• Switch devices (mobile ↔ desktop)
• Clear your browser cache and cookies if needed

Step 5: If you are using an Apple device, check for a hidden email relay:

• Apple may use a “Hide My Email” address
• Make sure you are logging in with the correct email associated with your subscription
• Do NOT delete or change any Apple relay email if it appears linked, reach out to support
  
  

Still having issues?

If you’re still being prompted to purchase:

• Your subscription may not be linked correctly
• Or your subscription may be under a different email address

Contact support with your proof of purchase and any email addresses you may have used so we can verify your account.