Problem summary
A connection is one stream playing at the same time. A 1-connection plan lets you install the app on several devices, but only one can watch at a time. “Max connections reached” means another stream is still active on your account.
Likely causes
- Another device on your account is still playing — including one left on in another room
- A stream didn’t close properly after you exited the app
- Multi-view or picture-in-picture uses an extra connection for each window
- Your account details were shared with someone else
Step-by-step diagnosis
- 1List every device that has your login. Is any of them playing right now?
- 2Wait 2–5 minutes after stopping playback elsewhere — the server may need a moment to release the connection.
Safe corrective actions
- 1Stop playback on other devices and close the player app fully.
- 2Avoid multi-view features on a single-connection plan.
- 3If you regularly watch on more screens at once, upgrade to a plan with more connections.
- 4If you suspect your details are being used by someone else, contact support to reset them.
Check that it’s fixed
- Start playback on one device, then on a second; the second should work only if your plan includes 2+ connections.
Still not working? Contact support
Send us a message on WhatsApp, Telegram or through the contact form with:
- Your order or trial reference
- Device model and player app (with version, if shown)
- What you see — an error message, a screenshot or a short phone video helps most
- How many devices you use and how many watch at the same time