If you're having problems when accessing My5, please try these troubleshooting steps to see if they help clear the problem:
For app load or content playback issues:
On your television
- Try turning your television and your internet router off, unplugging them and leaving them for a few minutes before turning them back on
- Also make sure you have the latest version of both the My5 app and your TV's operating system installed on your device
On the mobile app:
- Try deleting and reinstalling the My5 app and restarting your device
On the website:
- Try clearing the cache and cookies in your browser
- Try opening the website in private/incognito browsing mode (press ctrl+shift+n or open the browser menu and select new private/incognito browser window)
- Try accessing the website in an alternative browser, if you have one available
- If you are using any antivirus software please try disabling the Private Browsing setting on there, to see if that helps? Also make sure that both channel5.com and geolocation.onetrust.com are included on your exclusion list
On Amazon Fire TV devices:
- Please try deleting and reinstalling the My5 app on your device
- Try clearing the app's cache (https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GJZBJS5B8VBCGQ48)
For problems signing-in to your My5 account:
- Try resetting your password via the forgot password link and then try signing in again with the new password.
- Try creating a new account by clicking on the Register tab and entering the required details on there.
- If you are signing-in to the My5 app on TV or streaming device, please follow the guide here.
For problems creating a My5 account:
- Try creating an account on the My5 website (https://www.channel5.com/), the activation website (https://activate.channel5.com/) or the My5 app, to see if the problem is specific to just one of these
- Try using an alternative email address, if you have one available
If problems with any of the above persist, please raise a ticket here so that we can look into this further for you.