Need a hand?
Start here for the common questions. If the issue persists, our Contact page can collect the details needed to investigate it.
Playback is not loading
Playback depends on the selected provider, your network, browser restrictions, regional availability and the provider's own service. Try another available source when Vivid offers one, refresh the title, or try again later.
Why are multiple players available?
Vivid can expose more than one playback source so users have a choice when a provider is unavailable or slow. Third-party sources can behave differently and Vivid cannot guarantee their independent uptime.
Vivid Live
Live channels are presented inside Vivid's Live experience. Channel availability and stream quality can change because live feeds are supplied by external sources. If a channel fails, try another listed source or return later.
How does the PWA work?
On supported browsers, Vivid can be installed as a standalone app. The service worker caches core application resources and provides an offline fallback for supported navigation. Live streams, third-party playback and fresh catalogue data still require network access.
My library changed or disappeared
Some library information may be stored locally while signed-out, while account features can synchronise selected information. Clearing browser storage or changing devices can affect local-only data.
Sign-in problems
Check your connection, confirm the email address you are using, and retry. Never send your password or one-time authentication code to support.
Privacy request
Use Contact, choose Privacy request, and provide enough information for us to identify the relevant account or request. We may verify your identity before acting.
Copyright or rights complaint
Use the Contact page and choose Legal or rights question. Identify the material, explain your rights, and provide a reliable way to contact you.
Security vulnerability
Do not exploit or disclose a vulnerability publicly before giving us a reasonable opportunity to investigate. Use Contact and choose Security report.
Still stuck?
Send us the page URL or title, device/browser, what you expected, what happened instead, and the approximate time. Screenshots are useful when they do not contain passwords, codes or financial information.