Troubleshooting

1. Forgotten your password

2. I can't log into the app

3. I don’t get content on the screen

4. Improving my video quality

5. To improve video quality over Wi-Fi:

6. Audio is out of sync with video

Go to Forgot Password and enter your email address. Click Send. You’ll receive an email with a link to create a new password.

Do you have a subscription via an internet provider? For questions about logging in or your account, please contact your provider.
Do you have a subscription from Canal Digitaal? For questions about logging in or your account, please contact Canal Digitaal.

Forgot your password? Please request a new password. 
Forgot your username? It’s the email address you used during registration.
Not sure which email address you used? Contact us via our chat — we’re happy to help. 
Check if your subscription is active: 
• Go to Subscription to see if your account is active. If it’s not, you may have cancelled or there may have been an issue with your last payment. 
• Check Invoices to see if there’s an outstanding balance. 
• Activate your account by completing the payment.

Check if your device is connected to the internet by visiting a webpage.
If you have internet, check whether you have the latest version of the CANAL+ app installed. You can also try deleting and reinstalling the app to ensure everything is properly set up.

If you're watching via the website, check whether your browser is up to date.
Try clearing your cookies and browser data. Instructions may vary by browser — check your browser’s help pages.

A poor internet connection can result in lower video quality.
Your internet speed should be at least 4 Mbit/s, but we recommend a higher speed to avoid buffering and automatic quality reduction. In the app, you’ll see a quality indicator in the top right corner showing the current quality based on your connection.

• Make sure you’re connected to the correct network. 
• Reconnect to your network: click Forget this network and set it up again. 
• Restart your router if needed. 
• Make sure your router is nearby. Try to minimize obstacles between you and the router (e.g., thick walls, ceilings, furniture). 
• Check your internet speed with your provider. 

Still having connection issues? Contact your internet provider.

TIP: Try downloading the title so you can watch without interruptions.

The lack of synchronization is often due to connected audio equipment. Disconnect external audio equipment (soundbar, speakers, wireless headphones) and then try again.

Some equipment such as sound bars can adjust your sound synchronization in the settings. Check this in the settings of your connected equipment

Are you casting from a mobile device? Then check your connection and try pairing the device again.