Renewing without losing your channels or settings
How renewal actually works, why your login details stay the same, and what to do if the expiry date catches you out.
Renewal extends, it does not replace
When you renew, we add time to the line you already have rather than issuing a new one. Your server address, username and password all stay exactly as they were, so every device in the house carries on without being touched.
This is the main practical reason to renew rather than buy a fresh subscription. A new order means new credentials and re-entering them everywhere, which is a tedious evening if you have four devices set up.
Renew before the date, not after
Renewing a day or two early is the smoothest path, because the extension applies to a line that is still active and nothing is interrupted.
If you renew after expiry it still works, but occasionally the player has cached the failed state and needs a restart to notice it is alive again. Closing the app completely and reopening it clears that.
If your details have changed
Renewing under a different email address creates a separate account, which is the usual reason someone finds their new payment has not extended their existing line. If that happens, message support with both order numbers and we will merge them.
The safest approach is to renew from your account page while signed in, because that guarantees the renewal lands on the right subscription.
Still stuck?
Send us your order number and the device you are using, and a real person will work through it with you.
Contact support