If your account activation is not working or your password reset email is not working, the issue may be related to your network environment rather than Playback itself.

This article covers common causes such as VPNs, corporate firewalls, and network restrictions, along with quick steps to resolve them.

Why account activation or password reset may fail

If you are accessing Playback from a corporate network, firewall, VPN, or proxy, these configurations can block or interfere with secure authentication requests.

This can cause:

• Activation links to fail
• Password reset links to not work
• Pages to not load or behave as expected

This is a common restriction in corporate environments and is not specific to Playback.

Common issues and symptoms

You may be experiencing a network-related issue if:

• Your password reset email is not working
• Your activation email link does not complete setup
• Pages do not load or behave as expected
• Page loading appears slow or inconsistent
• You are unable to complete login or account setup

Quick fix for activation and password reset issues

If your activation or password reset is not working, try the following:

• Use a mobile device (phone or tablet)
• Switch to a personal network (home Wi-Fi instead of a corporate network)
• Turn off your VPN or disconnect from proxy services

These steps resolve most activation and password reset issues.

After activation or password reset

Once your account is successfully activated or your password is reset, your network may still need to allow Playback traffic for streaming to function properly.

Please review the Network Requirements Guide for required ports and firewall settings to avoid ongoing access or playback issues.

Still having trouble activating your account or resetting your password?

If you are still unable to activate your account or reset your password, contact support and include:

• Whether you are using a VPN
• Whether you are behind a corporate firewall
• Any proxy or network restrictions

This will help us quickly identify and resolve the issue.