How to fix common issues on Apple TV

Running into an issue while setting up or using VPN Super on your Apple TV? You’re in the right place. Below are the most common messages you might see, what they mean, and the steps you can take to get things back up and running.

If you haven’t installed the app yet, start with our guide to set up VPN Super on Apple TV.

If you’re still stuck after trying these steps, our Support team is always happy to help.

Before you begin

Most Apple TV issues can be resolved in just a few minutes. Before going through the specific fixes below, it’s worth doing a quick check:

• Make sure your Apple TV is connected to the internet (Settings > Network).
• Confirm that your Apple TV software is up to date (Settings > System > Software Updates).
• Have your VPN Super account email handy in case you need to sign in again.

Error: Code expired

The 6-digit sign-in code shown on your Apple TV is only valid for a short time. If you don’t enter it on vpnsuper.com/tv before it expires, you’ll see this message.

How to fix it:

1. Select “Get A New Code” on your Apple TV.
2. A fresh sign-in code will appear on the screen.
3. On your phone or computer, go to vpnsuper.com/tv and enter the new code.

Tip: Try to enter the code as soon as it appears on your TV to avoid it timing out.

Error: Network error or connection issue

If you’re getting a “Network error” or “Connection issue” message, your Apple TV wasn’t able to reach our servers. This usually points to a temporary internet hiccup rather than an issue with your VPN Super account.

How to fix it:

1. Select Retry (or Try Again) on the error screen.
2. If the error keeps appearing, check your Apple TV’s internet connection:
   1. Go to Settings > Network and confirm you’re connected.
   2. Try opening another app, like the App Store, to see if it loads.
3. Restart your Wi-Fi router or switch to a different network if possible.
4. Restart your Apple TV (Settings > System > Restart) and try again.

If you have an active Apple App Store subscription, you can also select Restore Purchase on the Connection Issue screen to refresh your subscription details.

Still having trouble? Submit a request and we’ll get back to you shortly.

Error: Something went wrong

This is a general error that appears when our app runs into an unexpected issue. It’s usually temporary.

How to fix it:

1. Select Retry to try again.
2. If the message keeps showing up, close and reopen the VPN Super app.
3. Restart your Apple TV (Settings > System > Restart).
4. Make sure the app is updated to the latest version through the App Store.

Still having trouble? Submit a request and we’ll get back to you shortly.

Error: Premium subscription required

VPN Super on Apple TV requires an active Premium subscription with VPN Super. This message means we couldn’t find one linked to your account yet.

How to fix it:

1. Select OK to close the message.
2. To use the Apple TV app, you’ll need to purchase a Premium subscription through:
   • The VPN Super app for iOS or Android, or
   • Our website
3. Once your subscription is active, return to your Apple TV and sign in again.

Got a Premium subscription, but not a VPN Super account yet? Follow these steps to create an account, so signing in on your Apple TV is easy.

Error: No App Store subscription

This message is shown when you tried to restore a purchase, but we couldn’t find an active subscription tied to the Apple ID currently signed in on your Apple TV.

How to fix it:

1. Select OK to close the message.
2. On your Apple TV, go to Settings > Users and Accounts and confirm that the Apple ID signed in is the same one used to purchase your VPN Super subscription.
3. If it’s a different Apple ID, sign in with the correct account, then return to VPN Super and try Restore Purchase again.
4. If you originally subscribed through our website (not the App Store), you’ll need to scan the QR code to sign in instead, since “Restore Purchase” only works for App Store subscriptions.

If you don’t have an account yet, follow these steps to create an account, so signing in on your Apple TV is easy.

Error: You’ve been signed out

This usually means your session on your Apple TV has ended. This can happen after long periods of inactivity or after certain account changes.

How to fix it:

1. Select OK on the message.
2. From the welcome screen, select Sign In.
3. Follow the on-screen instructions to enter the new sign-in code at vpnsuper.com/tv.

If you keep getting signed out repeatedly, please submit a request so we can take a closer look.

Error: Device limit reached

Your VPN Super subscription supports up to 10 devices at the same time, seeing this message means you’ve hit that limit. To use the Apple TV app, you’ll need to remove a device you’re no longer using.

How to fix it:

1. Select “Remove a device” on the error message.
2. Review the list and remove any devices you’re no longer using.
3. Close the current tab, return to the previous tab with the error message, and select “Confirm”.
4. You should be automatically signed in to your Apple TV.

Still need help?

If you’ve tried the steps above and the issue is still there, we’d love to help you troubleshoot further. Please submit a request and include:

• The exact error message shown on your Apple TV (a photo works great)
• Your Apple TV model and software version
• The email address linked to your VPN Super account

The VPN Super Support Team will get back to you as soon as possible.