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.

This is not the same as signing out, and not the same as Reset settings to defaults. Signing out leaves your account exactly as it is; resetting settings only affects this TV. Deleting removes the account itself: your sign-in, cloud sync and cloud backups, playlists added through your account, your device list and your purchase record all go, on every device. Any paid plan ends and is not refunded, so if you only want to stop a subscription, cancel it instead of deleting. Playlists you typed straight into this TV are not part of your account and stay on it.

If the app cannot complete it — there is no internet, or your account uses an authenticator app, which needs a code this TV cannot ask for — it says so and stays signed in. Use tiviglass.com/account in that case.

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.

The page may show a short Cloudflare security check before it sends the code. If the check never finishes, allow challenges.cloudflare.com in your ad blocker or privacy extension, or open the page in another browser.

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.

Free trials. Most new accounts start with a free Premium trial the first time you sign in, on the TV or on the website. While it runs, Home, Your plan and the Account & plan tile in Settings show how many days are left. Select the countdown on Home to see the plans, Lifetime or yearly, with their prices. When the trial ends, each TV that was signed in while it ran shows a card telling you so, once, with the plans that bring Premium back, and Your plan reads Trial ended there. A TV you sign in on later shows Free instead. Your account page on the website shows that the trial has ended too, with a button to buy Premium. Live TV, the guide, movies, shows and Catch Up stay free, and nothing you set up is deleted.

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 restriction on this device 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, even without a signed-in account. On older devices running Android 7.1 or earlier, a device block can also stop the official app on that same device until it is lifted. 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 few settings describe one TV’s own hardware and stay on it: Video decoder, Audio decoder, Surround sound, Audio passthrough, Adjust sound timing, Match TV frame rate and Playback learning. A custom EPG source’s encrypted URL, On/Off state and order all travel, so Replace this TV with the cloud 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. It starts from your Cloud Backup, however old that backup is, unless your TVs have kept syncing well past it: when the backup was saved more than two days before your latest synced changes, the TV takes the synced copy instead. Recent activity says when that happens. To keep that older backup as it is, this TV then stops backing up by itself until you choose Restore from cloud backup to bring it back or Back up now to replace it. If the TV cannot reach your cloud copy when it signs in, it tries twice more within about two minutes and then carries on with ordinary syncing. Automatic syncing on a new TV waits until it has taken your cloud copy, for up to 45 minutes. Sync now pressed while the copy is being put in place waits for it to finish. If you turn Cloud sync off during that wait, the TV stops waiting and does not take the copy. When you turn it back on, it syncs straight away in the usual way. Until the new TV has taken your backup, or found that your account has none, it does not back up by itself either, so the backup already in your account stays as it is. While that lasts, the Cloud backup section says Automatic backups are paused on this TV to keep your older backup. Choose Back up now or Restore from cloud backup to start them again.

Your TV service logins stay encrypted. If a TV cannot fetch your account’s encryption key, for example during a short server problem, it still brings changes down but keeps its own changes back until it can encrypt them, so they are never uploaded in the clear. Until then the status line says Couldn’t reach the sync server, and a backup taken at that moment says Couldn’t encrypt your provider sign-in details, so nothing was backed up. The next attempt normally goes through.

Hiding, renaming and reordering are done on the TV, under Settings › Channels & groups, 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 sync messages in the same section.

Roll sync back to an earlier day 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 & about › Fix a problem) 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 TV services and select Update all TV services after restoring.

Where it goes, and how to check it worked. A cloud backup is saved to your TiviGlass account, not to this television — which is the point: a new box gets your setup back by signing in. The Cloud backup section says where the last one went and when, and every backup, automatic or on demand, is listed under Settings › Help & about › Fix a problem › Recent activity, so you can confirm one landed after the message has gone. The Backup history link in the same section takes you there. There is no separate backup browser: Roll sync back to an earlier day on the same screen rewinds live sync to a recent saved copy, which is a different thing.

Some TVs open a file picker that is completely empty, with the Save button greyed out. Use Save a copy on this box instead. It needs no picker, writes the same encrypted file into TiviGlass’s own folder, and the file is listed under Manage backup files, where you can restore or delete it. Because it lives inside the app, removing TiviGlass deletes it — so copy it somewhere else if it matters, or use Cloud Backup as well.

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. It holds only your own TV services and profiles, even when other accounts also use this TV. Restoring a file saved by an older version on a shared TV leaves out any TV service that belonged to another account.