Error messages on Kayo

Every now and then, you may receive an error message while trying to use Kayo. We’ve created a list of common error messages to help you understand what they mean and how to resolve them.

If you would like to search for a specific error code from your desktop, please press Ctrl+F or Command+F and enter the code/number that you want information on. Mobile users can access the search bar by selecting Find in page from the browser options.

Common errors

Error Code	Description
97-000-1	This error message means that a VPN is currently active on your device or network, which is preventing playback. Please disconnect/disable the VPN and try again later. If the problem persists, please go through the following troubleshooting steps: Confirm that the VPN is fully turned off (including any “always-on” or “kill switch” settings) and retry playback. Restart your device and try again. Restart your modem/router and try again. If possible, switch to a different network (e.g., mobile hotspot) and retry.
02-001-400	Sign up error Every time we cancel and anonymize an account, we identify that the customer who tries to re-register receives this 02-001-400 error code message.  Solution:  You must wait 24 hours before you can sign up again using the same email.
10-006-002	Your KAYO account is not available in your location  Solution: Please ensure that you are not using a VPN.
10-006-403 or 50-006-403	Not Available in Your Country - CDN Geo blocking error Message: KAYO ISN'T AVAILABLE IN YOUR CURRENT LOCATION You must use an IP address from the country you are currently trying to view, which should match the notification country code of your subscription.  Solution:  Test to see if you can access the content from the mobile data plan (3G/4G/5G). Provide us with your IP address. The best way to verify the IP number or IP range from the ISP is to go to https://www.maxmind.com/en/locate-my-ip-address.
52-019-200	Non payable card - Try registering another credit card
52-023-200	Cards that cannot be used overseas - Since the billing address is in a foreign country having the card overseas usage settings changed
52-017-200	Card that may not be registered due to incorrect input information - There is a possibility that you entered the card information incorrectly, so please check that you have entered the card number, expiration date, and security code correctly.
11-012-012 / 11-064-011 / 11-003-011 / 65-003-400 / 65-003-404 / 65-069-404	Video playback error - DRM license issue - Playback Error DRM Solution: Play another video first and then try again with the video you want.  Reload the Kayo page in your browser or restart the Kayo app.  If you have problems streaming from a web browser, you may need to update your browser.  If you have problems with streaming on your smartphone, update the Kayo app to the latest version.  After updating, you need to reload Kayo in the browser or restart the Kayo app. Then try to play the video.
11-003-013 / 11-065-013 / 11-064-011	Video playback error - Playback generic error - Playback error CDN Rotation failed. Solution: Check if you are connected to the internet.  If you have problems streaming on your smartphone, update the Kayo app to the latest version. If you have problems streaming through a web browser, you may need to update your browser.  After an update, you need to reload Kayo in the browser or restart the Kayo app. Then try to play the video."
11-003-012 (Android)	Android device is not compatible for various reasons: Root, missing security patch, outdated build, custom ROM, app downloaded outside the Play Store. Solution: Verify that the device is compatible and uninstall the application - forcibly restart the device - install the application.
11-003-101	Video playback error - Playback generic error - Switching Protocols. Solution: Uninstall the application - forcibly reboot the device - install the application.
65-000-401	Playback service error - Generic application error - Unauthorized Solution: Log out and restart the session.
65-000-404	Playback service error / Generic application error / Http Response  Solution: Log out of the device and log in again with your login information. It is not enough to close the app; you must log out.
65-003-410	The application is out of date, or the device is not compatible. Solution: Make sure the device is compatible and the application is up to date.
COR-45000	The player is unable to fetch or validate the playback token, so the video cannot start. Troubleshooting Steps (All Devices) Sign out and Sign back in Force close the app and reopen Restart the device Check internet connection Disable VPN / Proxy / DNS Update the app / browser  Test on another device Contact us immediately if: Issue persists after re-login + network change Same error occurs on multiple devices What do you need to share with us: Device make, model, OS version App version Exact content name Network type Short video or screenshot
COR-25000	Video was terminated due to a low-level player failure Troubleshooting Steps (All Devices) Restart device Update device OS / firmware Update or reinstall the app Check device compatibility Test different content If all content fails  If only one event fails Try another device Contact us immediately if: Error repeats after reinstalling + reboot Happens on supported devices Occurs on multiple contents You already tested another network What do you need to share with us: Device make, model, OS version App version Exact content name Network type Short video or screenshot
11-003-011 / 11-064-011	This error message means that we cannot stream this video to your device at this time. Please attempt to play another video and return to this one later. If the problem persists, please go through the following troubleshooting steps: • If it is possible connect your device with an ethernet cable to your router or modem. • Reduce the number of devices using your wi-fi network. • Restart your modem/router and device. • If it is possible use a different wi-fi network.
11-003-013	This error code is displayed when a video cannot be played for the following reasons. The network connection is unstable. When the iOS device is connected to a TV or monitor with an HDMI cable (mirroring). Solution:  Please check the network connection. Reboot your modem/router and device. If possible, use a different network (Wifi ⇔ 4G / 5G). Quit the Kayo app and re-launch it. If you are watching via mirroring, content viewing using the HDMI adapter is no longer available following the iOS16 update. This is due to restrictions in digital rights management, so please use a streaming device when viewing Kayo content.
11-012-012 / 11-065-013	Why am I receiving this error? There's a temporary problem playing this stream. What can I do about it?  Try restarting your app or refreshing your browser.
65-003-000 / 64-066-000	Why am I receiving this error? [Playback] Your video is not available at the moment. [App] This may appear when the app is not running properly. What can I do about it? [Playback] Please attempt to play another video and return to this one. [App] Please restart your Kayo app.
65-003-400 / 65-067-400	Why am I receiving this error? [Playback] Your video is not available at the moment.  There may be a need to update your browser/Kayo app. What can I do about it? Please update your browser, or the Kayo app. After the update please access Kayo or restart your app, and try to play the video again.
65-003-403	Why am I receiving this error? [Playback] Your video is not available at the moment. [Pause] Your account may have not successfully reactivated if you have used the pause functionality. What can I do about it? [Playback] Please attempt to play another video and return to this one or restart your Kayo app. Also try signing out and back in again. [Pause] Please resume your subscription on my account page.
65-003-404 / 65-069-404	Why am I receiving this error? [Playback] Please try refreshing your video content. What can I do about it? Please restart Kayo to get the latest videos.
65-801-403 / 65-68-403	This error code is displayed when you try to watch a Kayo video on two or more devices at the same time. Solution. To continue watching on the device you are currently using, please finish watching Kayo on the other device. *It may take a few minutes for the error code to be reflected after you have finished watching.
10-022-003	Why am I receiving this error? [Playback] This error code is displayed when the video cannot be played. The bandwidth is small and there is a possibility that there isn’t enough communication speed. What can I do about it? Check your Network Settings.  Restart your modem/router and device you are using Kayo with.  If possible, try using a different network.
50-000-034	Why am I receiving this error? [Playback] This error code is displayed when the network connection temporarily becomes unstable. What can I do about it? Please try restarting your device/router and reinstalling the app.
50-020-200	Why am I receiving this error? [User info] There is a possibility that your credit card information is missing, and you may need to re-register.
50-049-401 / 51-051-401	Why am I receiving this error? [User info] This error code may be displayed when there are mistakes in your email address or password.
53-009-000	Why am I receiving this error?  [User info] This error code may indicate that your credit card was not registered correctly. What can I do about it? Please check if your credit card information was correctly entered. Please switch browsers, switch devices, restart your device, or register again from another device.
55-007-000	Why am I receiving this error? [App] This error code may be displayed when the Kayo application can not be downloaded correctly, and is not functioning properly. What can I do about it? Please attempt to play another video and return to this one or restart your Kayo app. Please try restarting your device/router and reinstalling the app. When using a television, please also try reinserting the power outlet.
75-000-502	Why am I receiving this error? [Pause] This may be displayed when the pause function is not functioning properly. What can I do about it? Please check your account status through your My Account page.
66-033-401	Why am I receiving this error? [Sign out of all devices] This may be displayed when you sign out of all devices from My account. Even if an error code is displayed, please be assured that you have been successfully signed out of all devices.
66-079-017 / 55-079-017 / 55-005-017	Why am I receiving this error? [Playback] Your video is not available at the moment. This could be the result of a poor network connection.  What can I do about it? Please select a different video, and switch back to the content you would like to watch. Alternatively, please try the following: Restarting the Kayo App Uninstalling and reinstalling the Kayo App Restarting your router Please also check the version(s) of your device and/or Kayo application.
10-129-054	Why am I receiving this error? You will receive this error code, when the “My Account” area is under construction. If you recently signed up or reactivated your account, it will take up to 24 hours until you will be able to access the “My Account” area.  What can I do about it? Please try to access “My Account” at a later stage or tomorrow again.  In case you cannot access “My Account” after 24 hours, please contact customer service.
10-002-007	Why am I receiving this error? You will receive this error code if there was a problem processing your payment. Please go through the following troubleshooting steps below: Make sure there is sufficient funds in your account to cover the payment. (We will make several attempts to collect the money). Check your payment details in the “My Account” area to make sure you have a valid payment method.
10-000-000	Why am I receiving this error? You will receive this error message when Kayo encounters an error. Please go through the following troubleshooting steps below What can I do about it? Try refreshing the page. Try clearing your cache. Try a different browser or device.
59-018-404	Why am I receiving this error? You will receive this error code if your e-mail address could not be associated with a Kayo account. In this case please go through the following troubleshooting steps listed below What can I do about it? Please check your e-mail address for typos.  Check your e-mail inbox for e-mails which indicate successful sign up or e-mail change.  Try out any other e-mail address you might have used to register.

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Most errors can be resolved with general troubleshooting. Click here for general troubleshooting steps.