Shows loading icon
when I click on Guide
or channel or a
program in Guide
If you have just switched on the Player, please wait for 5 minutes for
the Guide information to download
If you are using mobile app, make sure your mobile app is connected to
Player. Wi-Fi icon will appear on top bar on mobile. Go to ‘Settings’
‘Setup Lukup Player’
‘Disconnect’ and then ‘Connect’
Change to a different channel and check
If problem is found on all channels, restart your Player
TV remote is not
working
Make sure remote faces the front panel of the Player when you
operate
If you don’t see Power button light blinking when operating, check
battery orientation or replace battery
Pay channel / VoD not
playing after pack/A-la-
carte subscription
Did you get a confirmation message on subscription? Check validity of
pack/channel by logging in to the website and check ‘My packs’ / ‘My
channels’
If your account is suspended, login to website & recharge your account
Restart your Player
I do not see few
subscription channels
in Guide
If you are an OTT subscriber, you will be able to watch only Free
channels
If you are an IPTV subscriber, make sure your Player is connected to
Lukup network to watch pay channels. Please call up customer care and
confirm your distributor ID (Settings > Account Information)
If you are trying to watch channels on mobile app (not TV), channels
will be restricted to free channels
Recharge was
unsuccessful
Login to website and check if transaction is reflecting in the statement
‘My accounts’
If yes, then logout (‘Settings’
Authenticate
‘Logout’) and login
If no, and the amount has been debited from your bank account,
contact customer care