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Help centre

What do you need help with?

  1. Help centre
  2. Solving problems
  3. Troubleshooting

Troubleshooting

  • ★ My5 Player Error Codes
  • ★ Video playback checklist
  • VPN Access Blocked On My5
  • Why does the My5 Android app request permission to access my camera?
  • My5 not working properly on a Samsung TV
  • I've forgotten my My5 PIN
  • Ad Blocker
  • CA-4003
  • Known error messages
  • How do I clear my cookies?
  • Why is some content not available for offline viewing on Sky Go Extra?
  • Problems with My5 content on Sky Go or Sky Go Extra
  • How do I upgrade the firmware on my Samsung TV?
  • How do I report a problem with My5?
  • My video stopped playing after 5 to 10 minutes. Why?
  • Video playback is jerky, stuttering or freezes completely. What’s wrong?
  • Why are some shows not always available?
  • I'm in the UK, but the video player tells me I'm not. Why?
  • Why is my content buffering as it streams?
  • Why don't I have a network connection?

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