Basic Troubleshooting Steps

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

On Amazon Fire TV devices:

- Please try deleting and reinstalling the My5 app on your device
- Try clearing the app's cache (


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.


For problems creating a My5 account:

- Try creating an account on the My5 website (, the activation website ( 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 avaialble

If problems with any of the above persist, please raise a ticket here so that we can look into this further for you.