An invalid-login message should first be checked against the original activation details. Reinstalling a player does not correct a mistyped server or expired profile. Keep the exact error visible and compare one field at a time without sharing the password publicly.
Match the login mode
Check whether support supplied a server login, playlist or portal. A complete playlist belongs in its own import field; separate credentials belong in their corresponding fields. If the player offers several account types, ask which one is intended rather than trying every mode with the same values.
Check copied characters
Look for leading or trailing spaces, accidental line breaks and changed capitalisation. Preserve the server protocol, port and path exactly as supplied. Avoid copying explanatory text alongside a username. If the app hides a password, use its supported visibility control privately to compare the value.
Confirm account context
Check whether the selected profile is a trial or paid account and whether it has expired. If the login previously worked, tell support when it stopped and whether the credentials were recently changed. Keep the working device configuration intact if another screen still signs in successfully.
Your checklist
- Confirm the correct account type.
- Compare each supplied field carefully.
- Check trial versus paid profile and expiry.
What to take away
The most useful first report includes the player, login mode and exact error. Support can investigate without a public screenshot of your credentials.