Help centre
Answers about watching
Search what the Kineflix team has published, find the screen you need, and see exactly why a title might not play.
Where to go
Guides by area
Profiles
Add, rename or remove a profile, set a child profile's maturity ceiling, and choose the languages and autoplay behaviour that follow it.
Playback
How many titles a plan can play at once, why a stream can be refused while your access is still valid, and what each refusal means.
Devices
See which devices are registered to the account and remove one that should no longer be able to play.
Billing
Check the current plan, see when a change takes effect, and cancel or restart a subscription.
Captions
Which caption and subtitle tracks a title carries, how a profile stores its preferred language, and what this service does not yet claim.
Denial states
Why a title may not play
Every refusal on this service names one of the reasons below, and the same reason answers a catalogue card, a deep link and a play attempt. There is no second rule set that can disagree with this one.
Publication
The title is not in a state that can be played at all.
TITLE_NOT_PUBLISHED- This title is not available yet.
TITLE_ARCHIVED- This title is no longer in the catalog.
MEDIA_NOT_READY- This title is still being prepared. Try again shortly.
NO_ACTIVE_MEDIA_VERSION- This title has no playable version yet.
Rights and territory
The title is not licensed for you, here, or right now.
OUTSIDE_AVAILABILITY_WINDOW- This title is outside its availability window.
TERRITORY_NOT_LICENSED- This title is not licensed in your location.
GEO_REQUIRED_UNTRUSTED- We could not confirm your location, so this title stays unavailable.
GEO_REQUIRED_MISSING- This title needs a confirmed location and we do not have one.
JURISDICTION_NOT_APPROVED- Availability rules for your region are still being reviewed.
Profile and audience
The profile watching is not allowed to open this title.
MATURITY_CEILING_EXCEEDED- This title is above the rating limit for this profile.
PROFILE_CONTEXT_REQUIRED- Choose a profile to continue.
Access
The account does not currently hold access to this title.
NO_ENTITLEMENT- You do not have access to this title yet.
ENTITLEMENT_EXPIRED- Your access to this title has expired.
ENTITLEMENT_REVOKED- Access to this title was withdrawn.
SUBSCRIPTION_INACTIVE- Your subscription is not active.
PLAN_NOT_LICENSED_FOR_TITLE- This title is not included in your current plan.
Capacity
Your access is valid and there is no free stream right now. This is the one reason that never changes what you are entitled to.
STREAM_LIMIT_REACHED- You are already watching on the maximum number of screens. Stop one to start here.
Devices
The device asking to play is not one the account allows.
DEVICE_DEACTIVATED- This device was removed from your account.
DEVICE_UNKNOWN- We could not recognise this device.
Protected playback
The protection a title requires is not available, and it is refused rather than served unprotected.
PROTECTION_PROFILE_UNVERIFIED- Secure playback is not available on this service yet.
DRM_REQUIRED_UNAVAILABLE- This title requires protected playback, which is not available on this service yet.
MEDIA_PROVIDER_NOT_CONFIGURED- Playback is not available on this service yet.
Still need help?
If nothing above answers it, write to the support address for this service with the profile, the title and what happened.
No support address has been published for this service yet.