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Services won't connect

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If you're frustrated because your Apple TV+, Netflix, or Amazon service won't connect to VidAngel, then you're in the right place. You could be receiving an error about your connection, invalid credentials, or getting stuck in a connection loop (where you see the "Success!" page over and over again). Please do not skip any steps (even if you did some before), they are all important.

Check Subscriptions

First, do you have a subscription to that service?

Hey, it may be obvious to some, but it's always a good idea to check the basics. If you don't have a subscription to Apple TV+, Netflix, or to the Amazon Channel you're trying to connect to on VidAngel, then it simply won't connect. This includes having a subscription to a service, but outside of Amazon Channels.

For example, if you subscribed to Paramount+ or STARZ directly, but not through your Amazon Prime Channel's subscriptions, then it will not be able to connect to VidAngel. 

 NOTE: If your basic Amazon Freevee and Rent/Buy shows as connected, but not your other subscription channels (STARZ, Paramount+, etc.), you can check out: Amazon subscription Channels won't connect 

 

Reset the Connection

Many issues with VidAngel can be fixed with a good refresh of the connection to your streaming services. VidAngel only manages the connection to your streaming services on either the Android or Apple mobile app, or on our website. Then that connection will be synced to any VidAngel TV apps you use. Here are the basic steps:

  1. Disconnect your streaming service in VidAngel
  2. Refresh your session with the streaming service
  3. Re-Connect your streaming service in VidAngel

If you want in-depth instructions with visuals, go here: Refresh the Connection

Hopefully, that did it! If not, please continue to the steps below.


Reset Everything Else

If you're still having trouble, we'd like you to try a total refresh of the things that can impact the connection. We will be asking you to do some of the same things as before, but please don't skip those steps. We promise there is a method to the madness. 

Please do this with the device that's holding your connection (either your mobile or computer for the website) and the device you're using to watch with VidAngel, if different.

iPHONE or iPAD

  1. Disconnect from the streaming service in the VidAngel app.
  2. Log out of the VidAngel app.
  3. Hard / Force close the app, sometimes referred to as "kill the app" (this is especially important on an Apple device): Apple Support: Close an app 
  4. Uninstall the VidAngel app.
  5. Follow Apple's steps to update your device to the latest version.
  6. Reboot/Restart your Apple mobile device.
  7. Reboot/Restart your internet router/modem.
  8. Reinstall the VidAngel app.
  9. Login and try the connection again.

ANDROID PHONE or TABLET

  1. Disconnect from the streaming service in the VidAngel app.
  2. Log out of the VidAngel app.
  3. Hard / Force close the app, sometimes referred to as "kill the app":
    1. Go to Settings.
    2. Select Apps.
    3. Select the VidAngel app.
    4. Tap on the Stop or Force Stop button.
  4. Uninstall the VidAngel app.
  5. Check your Android device's Settings for updates.
    • Each Android brand is a little different, but it's generally something like System or Software update.
  6. Reboot/Restart your Android mobile device.
  7. Reboot/Restart your internet router/modem.
  8. Reinstall the VidAngel app.
  9. Login and try the connection again.

WEBSITE

  1. Disconnect from the streaming service on the VidAngel website.
  2. Log out of the website. 
  3. Clear your cache.
  4. Check if the web extension needs to be updated.
    • You should be prompted to do this automatically if it's needed, but if you missed it, you can click on these links to update your browser extension for Chrome or Firefox.
  5. Close all tabs.
  6. Reboot/Restart the computer.
  7. Reboot/Restart your internet router/modem.
  8. Open the VidAngel website from a Chrome or Firefox browser.
  9. Confirm you still have the Browser Extension.
  10. Login and try again.

If needed, you can view Problems on the website for more details on some of these steps. 

ANDROID / GOOGLE TV

  1. Disconnect from the streaming service in the VidAngel mobile app or website.
  2. Log out of the VidAngel Android TV app.
  3. Clear the data from the VidAngel app:
    1. Go to Settings (the gear icon) > Apps > See All Apps.
    2. Scroll down to VidAngel and select it. 
    3. Select Force Stop. 
    4. Select Clear Data.
  4. Uninstall the VidAngel app.
  5. Check your Android TV device's Settings for updates.
    • Each Android device is a little different, but it's generally something like Settings > System > About > System software update.
  6. Reboot/Restart your Android TV device.
  7. Reboot/Restart your internet router/modem.
  8. Reinstall the VidAngel app.
  9. Login and try the connection again.

FIRE TV or FIRESTICK

  1. Disconnect from the streaming service in the VidAngel mobile app or website.
  2. Log out of the VidAngel Fire TV app.
  3. Clear the data from the VidAngel app:
    1. Go to Settings (the gear icon) 
    2. Select Applications
    3. Select Manage Installed Applications
    4. Scroll down and select VidAngel
    5. Select Force Stop
    6. Select Clear Data
  4. Uninstall the VidAngel app.
  5. Clear data from the Downloader app:
    1.  Select Settings (the gear icon) 
    2. Select Applications
    3. Select Manage Installed Applications
    4. Scroll down and select VidAngel
    5. Select Force Stop
    6. Select Clear Data
  6. Uninstall the Downloader app.
  7. Check your Fire TV device's Settings for updates:
    1. Select Settings (the gear icon) 
    2. Select My Fire TV
    3. Select About
    4. Select Check for System Update
  8. Reboot/Restart your Fire TV device.
  9. Reboot/Restart your internet router/modem.
  10. Reinstall the VidAngel app. 
    If  you need help remembering that process, go here: Install the Fire TV app
  11. Login and try the connection again.

APPLE TV

  1. Disconnect from the streaming service in the VidAngel mobile app or website.
  2. Log out of the VidAngel Apple TV app.
  3. Hard / Force close the app, sometimes referred to as "kill the app":
    1. Double-click the TV button on your Apple TV remote:

      ​​

    2. Swipe left or right to highlight the different apps you have running. 
    3. Swipe up on the VidAngel app to remove it from the list and force close it.
  4. Clear the cache from the VidAngel app:
    1. Go to Settings
    2. Select General
    3. Select Manage Storage
    4. Click the garbage can icon
    5. Select Delete
  5. Uninstall the VidAngel app.
  6. Check your Apple TV device's Settings for updates:
    1. Go to Settings
    2. Select System
    3. Select Software Updates > Software Updates
  7. Reboot/Restart your Apple TV.
  8. Reboot/Restart your internet router/modem.
  9. Reinstall the VidAngel app.
  10. Login and try the connection again.

 

 

TV Apps Won't Sync the Connection

Remember, VidAngel only manages the connection to your steaming services on either the Android or Apple mobile app, or on our website. Then that connection will be synced to any VidAngel TV apps you use. If you're able to connect on the website or mobile app, but that connection won't sync to your Fire, Android, or Apple TV apps, then you'll want to make sure that you are signed in with the same VidAngel account email in both places. Be sure to look closely for possible typos.

Here's how to check what VidAngel account you're using on each device:

WEBSITE

  1. On the VidAngel website, select "Profile" (or your name) near the top right corner.
  2. Click "Account".
  3. Your email will be in the "Account & Billing" section.

web_view

PHONE OR TABLET

  1. On the VidAngel mobile app, tap "Me" on the bottom menu.
  2. Your account email will be at the top in blue. 

mobile_view

APPLE TV

Currently, you cannot check which VidAngel account email you used on the VidAngel Apple TV app. We suggest logging out and then back in to confirm which email you're using.
To log out:

  1. On the VidAngel Apple TV app, select "Settings".
  2. Select "Sign Out".

If you used the code/URL method to log in to your TV app (vs. manually typing in your email and password on the TV), then you can confirm your TV device is linked to your VidAngel account. You can check that on the website under "Profile"(or your name) > "TV Devices".
Here is a direct link: https://www.vidangel.com/devices

 

FIRE OR ANDROID/GOOGLE TV

  1. On the VidAngel Fire or Android TV app, select "Profile" (or your name) near the top right corner.
  2. Your account email will be listed at the bottom of the screen.

fire

If you used the code/URL method to log in to your TV app (vs. manually typing in your email and password on the TV), then you can confirm your TV device is linked to your VidAngel account. You can check that on the website under "Profile"(or your name) > "TV Devices".
Here is a direct link: https://www.vidangel.com/devices

 


Check the web extension permissions

If you're getting the error, "The VidAngel Browser Extension was unable to connect to Amazon. Please enable your extension permissions and try again." you need to adjust the permissions on the VidAngel web extension. 

error_web_extension_permissions.png

 

The default settings of the web extension allow it to read data on the streaming service sites, but if, when you installed the extension, you denied permissions, that could cause this error. You will need to allow access. Here is how to do that with each web browser:

CHROME

  1. Click the Extensions icon (puzzle piece).
  2. Click the three dots next to the VidAngel extension.
  3. Select "Manage extension".

    web_extension_mange_extension.png

  4. Make sure the toggle button is active next to all the streaming service sites.
  5. Go back to VidAngel.com and attempt to connect again.

web_extension_site_toggles.png

 

FIREFOX

  1. Click the Extensions icon (puzzle piece).
  2. Click the gear icon next to the VidAngel extension.
  3. Select "Manage Extension".

    firefox_security

  4. Select the "Permissions" tab.
  5. Make sure the extension is Enabled by confirming the toggle button is blue.
  6. Make sure there is a checkmark next to all the streaming service sites.

    firefox_security

 

No checkmark

If you have connected your service, and the toggle on the VidAngel Linked Streaming Services page has turned blue, but there's no checkmark next to the service, this can mean:

  1. You have an account with that service, but not an active subscription. 
    You'll need to contact that service or subscribe. 
  2. You have an account and a subscription with that service, but it's not one to which we connect.
    For example, we currently don't connect to Netflix's Standard with ads subscription.
  3. You just need to refresh your session on the streaming service, and then reconnect it to VidAngel. We recommend viewing the instructions here: Reset Everything Else


Appletv%2B_no_subscription.png

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