Looking after your account details without making life difficult
Where your login details live, what to do if you lose them, how to change your account password, and a sensible way to keep them somewhere everyone in the house can find.
There are two passwords, and they do different jobs
The first is your account password. It signs you in to this website, where you can see your subscription, your order history and your messages to us. It is a nine digit number, which is deliberate, because typing letters and symbols is easy on a phone and horrible on a television remote.
The second is your line password. That is the one your player app uses, alongside the server address and username, to actually fetch your channels. You type it into the telly once and then more or less forget it. Losing one of these is not the same as losing the other.
Everything lives on your account page
If either password goes missing, sign in and look. Your line details for every device are listed there with a copy button beside each one, alongside the dates and the orders they came from.
That page is the single source of truth. An old email might show details from a previous order, so when the two disagree, believe the account page.
Changing your account password
Go to the details tab inside your account and change it there. It has to be nine digits again, which is not us being awkward, it is what keeps it typeable on the devices people actually use.
We email you when it changes. If you ever get that email and it was not you, tell us straight away and we will look at the account.
Where to keep them so the house can cope
Somebody other than you will eventually need to set up a device while you are out. Write the server address, username and password on a card and put it in the drawer under the telly, or save them in whatever password app your phone already nags you about.
What we would gently discourage is a photograph of the email buried in a camera roll. It works right up until the day you renew, change something, and cannot remember which of four screenshots is the current one.
If you change email address
Tell us before you renew rather than after. Your subscription is tied to the address you ordered with, and renewing under a new one creates a second line instead of extending the one you have.
Send a message from your account with the new address and we will move it across. It takes one exchange and it saves an awkward one later.
Did that not do it?
Tell us what you are watching on and what the screen is doing, and a person will work through the rest with you. You do not need to know the right words for any of it.
Message a person