Account, plans and sync

Signing out removes account-synced playlists from this TV so nothing leaks to the next person who signs in — they come back automatically next time you sign in.

While signed in, TiviGlass records three account milestones: usable service setup, active playback (including radio and a playing guide preview), and a displayed plan price. These timestamps help identify problems getting started; they contain no channel names, programme titles or viewing history. They are separate from optional anonymous diagnostics. See the privacy policy for retention and your choices.

It’s a code rather than a link on purpose: email providers automatically open links to check them for viruses, which used up one-time reset links before people could click them. A code can’t be used up that way, and it still works if you ask for it on a computer and read the email on your phone. Your TVs stay signed in throughout — you only need this for the website. If you created your account on a TV and have never set a website password, use exactly the same steps.

Payment happens entirely on your phone; the TV never handles card details. If you’re on a free trial or an admin grant, the wording tells you so plainly rather than pretending you’ve purchased.

Your installer holds the email address your account was created with. That means they can reset the password and sign in to it, and see the IPTV provider logins saved on it. They can also add, change or remove your playlists and your signed-in TVs from their partner panel without signing in as you — that is how they fix a dead playlist or free up a device slot without a house call, and every change they make is recorded against them. That is how they set the account up and how they support it — but you should know it, and you can take the account over at any time by changing its email address from the account portal, which stops your installer making any further changes to it. Nothing on your TV is deleted when a plan ends; the account simply returns to the free features.

For installers: Partner credit packs start at £45 for 48 credits: enough for four yearly client activations, or one Lifetime activation and one yearly activation. Larger packs offer volume discounts. Credits already purchased keep their value. See the partner programme for details.

Your plan applies to every device on the account, so upgrading once covers the whole house up to your slot count. Every account includes five devices, and each £10 pack adds five more.

Open now on tiviglass.com/account means TiviGlass is actually open on that TV right now. A Shield that is powered on but sitting on the Android home screen, or under a screensaver, shows as recently active or idle with when we last heard from it — it is not “offline”. The list refreshes itself while the page is open.

If you see “Device limit reached” when you open the app on a new TV, that is the slot count, not your plan — your purchase is intact and still covers this device. Slots are held by the TVs that registered first, so it is always the newest one that gets stopped. Remove a TV you no longer use from the list on that screen and the new one unlocks straight away; buying another pack does the same thing without giving anything up. A removed TV that is still signed in can register itself again when it next opens TiviGlass. Sign out on that TV before removing it if you want it to stay unlinked. A TV that hasn’t been used for two months stops taking up a slot on its own.

“Device access restricted” means a device or network restriction rather than a shortage of slots. Contact TiviGlass support for a review; buying more slots will not remove that restriction.

Using a confirmed modified or re-signed TiviGlass app can automatically suspend your TiviGlass account, affecting your genuine devices too. It can also automatically block the detected device and IP address, even without a signed-in account. An IP block may affect other people sharing the same address. Install the official app and contact TiviGlass support to request a review. Buying more device slots will not lift an account suspension.

Account suspended / Modified app blocked: playback and ordinary app features are unavailable while the restriction is active. A confirmed restriction stays in place after restarting the app, including offline playback. Use Contact support for a review, then Check again after access has been restored. Repeated checks are limited to once every 30 seconds. A modified copy needs replacing with the official app. A temporary failure to read the app’s signing information does not by itself count as proof of tampering.

Sync carries settings, history, favourites and their order, reminders, playlists, custom TV guide sources, watchlist, renames, custom channel numbers, groups and Series Link rules. A custom EPG source’s encrypted URL, On/Off state and order all travel, so Use cloud copy brings the same source setup onto another TV. Deletions travel too, so removing a favourite or custom guide source on one TV removes it everywhere rather than reappearing. A new TV takes on your account’s cloud copy when it signs in, so setting up a second TV is mostly just signing in.

Hiding, renaming and reordering are done on the TV, under Settings → TV sources, and cloud sync is what carries them to your other TVs. There is no channel editor on the website.

The panel also tells you how it’s doing: when the last sync happened, which TV wrote the copy that’s in the cloud now, and a warning if this TV hasn’t managed a sync in over a day.

It stays quiet while it works. Background syncs say nothing, because most of what they carry is your other TV’s resume position rather than anything you changed. Sync now always reports what it found, and a sync that fails is always shown. If you would rather see every automatic sync as well, turn on Show cloud sync update messages in the same panel.

Earlier versions is the undo. Every time your TVs sync, the previous state of your account is kept — the last ten of them — and this button lists them by when they were made and which TV made them. Pick one and your account goes back to how it was then, on every TV. The version you were on is kept too, so if you pick the wrong one you simply restore again. Restoring brings back anything that went missing; it does not delete things you have added since. If what you are missing is older than the list goes back, use Cloud Backup instead.

One exception: a playlist you imported from a file or pasted text stays on the TV you imported it on, because there is no address for another TV to fetch. Import the file again on the other TV, or use a URL playlist — those travel normally.

There is an upper limit, and you will be told if you reach it. Your channel order, hidden channels and renames are stored one entry per channel, so a very large line-up that has been heavily reordered or renamed can eventually outgrow what cloud sync holds. If that happens, Recent activity (Settings → Help & diagnostics) says so, and changes stop being uploaded until you make room — removing some renames or hidden channels, or resetting the order on one large category, is enough. Nothing on the TV itself is lost, and normal use does not come close: it takes many thousands of customised channels.

Custom channel numbers have their own limit. They are also stored one entry per channel, so if you have typed your own number for more than 20,000 channels the oldest ones stop being copied to your other TVs. Recent activity tells you when that happens. They are not deleted, and they stay correct on the TV you typed them on; only the copy to your other TVs stops. Everything else keeps syncing normally.

Cloud sync keeps two TVs level with each other; Cloud Backup is a snapshot you can roll back to. They’re different things and both are included with Premium. A restored backup brings back your playlists and customisations, but the listings themselves still come from your TV providers; open Playlists and select Update or Update all after restoring.

The file is encrypted — credentials and PINs are never readable inside it — and a forgotten passphrase cannot be recovered. It carries settings and library data, not the recorded video files themselves.