Error message

It is very unfortunate that you are seeing one of the error messages below. However, they are very common and easily solvable in any device! For any of below message you will need no more then 3 minutes to solve it.

Please select your visible message from the list below.

Desktop browser

SUB009 – Authentication failed due to wrong email or password
This only visible if entered email address or password is incorrect. Please make sure when logging in that you are using correct credentials and try again.

We suggest you visiting this article if you forgot your email or password, it is a great explanation how to restore lost/forgotten data https://abi.go3.tv/en/article/lost/
SUB030 – SUBSCRIBER_NOT_EXISTS
If you are trying to login and watch Go3 content but you receive this message, it means that there is no subscription created that uses this log in name.

Please make sure you are trying to enter correct log in name depending how you registered:

–       Email address
–       Phone number
–       Social media account

If you forgot what you used to register and/or what is your log in name, please visit this article as it has great explanation how to recover your lost account https://abi.go3.tv/en/article/lost/
SUB020 – Entered PIN is wrong
No worries! We are here for you. If you forgot your PIN code please:

– Try entering 1234 numbers as PIN combination (this is the default PIN code)
– If PIN code above is not working, please visit this article regarding PIN code https://abi.go3.tv/en/article/pin-code/
VER001 – Verification code sent via email/SMS is not typed properly or expired
This can happen in two scenarios:

– Entered code has a typo. Please make sure you are trying to enter the code excatly how we sent it you and try again
– Code has expired (SMS codes are valid for 15minutes, Email codes are valid for 24 hours). In order to recover it please repeat the action you used to receive it.

If it was registration email, please try restoring password and code will arrive shortly again. How to do it please visit this article https://abi.go3.tv/en/article/password-questions/
COM001 – Email format is wrong during registration
No need to rush, Go3 content is available any time and TV channels have catch-up!

This error message is only visible if you made a typo in email, example – user@gmail.c or added space bar, or forgot to enter @ symbol.

Only solution is to try entering your email again and please make sure format of it is correct.
COM002 – mobile number format is wrong during registration
MSSIDN is your phone number but in fancy wording. If you are registering with your phone number, please make sure format of it is correct and you are not losing any bits of it.

Example: maybe you added a wrong country code? Instead of +372 you used +44 or forgot one digital?

No worries, just please try entering your phone number again and double check if format of it is good
SUB015 – Provided e-mail during registration already exists as Go3 account
This message will only appear if you already have an account with this email address. Thus, you can not have two different subscriptions with one email address.

Do not recall if you have subscription? You might have Go3 account ordered via our partners? Home3 or Tele2 – please contact your service provider, they might have details of your account.

Do not have a service ordered via our partners? Maybe you have ordered it some time ago directly from us. In this case, please try recovering your password, you might not need to create an account again https://abi.go3.tv/en/article/password-questions/

Please contact us with email address you are trying to use for registration, we will track your subscription to whom it belongs.
OTC002 – invalid code when adding TV device
This error is only visible when adding TV device while using go3.xx/add solution and typing in text code in page.

Please make sure your entered code matches the code visible on TV screen and try again. You can as well select on TV “Generate new code” and you will see new code that you can try to enter again.

Full instruction how to bind TV to your Go3 subscription please follow this link https://abi.go3.tv/en/article/tv/
SUB048 – token for reseting password expired
This message appears only if you registered a Go3 account and tried to create a password after 24h. After such period the password creation link has expired.

In order to create your password now please follow this short instruction:

– visit https://go3.tv/subscriber/password/request
– enter the same user name you previously used during registering
– after you receive a password reset email please create password within 15 minutes

As this is the second time this email is being sent to you it can end up in junk/spam/social inbox folders. Please check every folder if it does not show up in your Inbox.

TV app

ME/R/DE – Playback interrupted due to damaged material or because the material used unsupported functions.
We kindly suggest you reloading your application and TV. If it does not help, please send this error code and asset name to our support, a video file might be corrupted. We are super sorry for inconvenience and thank you for your help!
ME/R/RK – A network error has interrupted loading of the material.
The error you are seeing is related to your internet network. It means, that connection was temporarily lost.

Please try:

– Restarting Go3 application
– Restarting your TV device
– Rebooting your router
– Connecting your TV to internet freshly

If none of the above works, please contact your internet provider for additional help. Sadly this message is not sent from Go3 side.
PL/N/ED – Player failed to load manifest.
This is usually connected with an asset you are trying to watch and/or with your internet. We kindly suggest you doing steps described below:

– Try loading asset again
– Restarting Go3 application
– Restarting your TV device
– Rebooting your router
– Connecting your TV to internet freshly

If none of the above helps, please contact us with the name of the asset, we will investigate it together!
ME/F/AD – Unknown error loading material (ex: Problems with parsing manifest)
This usually is connected with asset you are trying to watch and/or with your internet. We kindly suggest you doing steps described below:

– Try loading asset again
– Restarting Go3 application
– Restarting your TV device
– Rebooting your router
– Connecting your TV to internet freshly

If none of the above helps, please contact us with the name of the asset, we will investigate it together!
GEO001 – geolocation error. IP address is not in EU/EEA or VPN/Proxy is used.
This error shows that you are trying to use Go3 outside of the country. Even though you can actually do it, there are two steps you have to be aware of:

You do not have verified your location with phone number – please visit this article how to do it https://abi.go3.tv/en/article/geoblocking/

You are using a VPN solution on your network. To disable it please go to your internet settings or contact your internet provider. As much as we would like to help you regarding this questions – only you can do it, we have no control over it.
PL/V/ON – Invalid Player API request.
When you are trying to load an asset you are sending a request to us to load an asset for you. However, there might be rare cases then you see this error even though everything seems to be OK.

We kindly suggest you doing following actions:

– Try loading asset again
– Launch Go3 application freshly (please make sure you are using application installed from your TV app gallery)
– Restart your TV

If none of the above helps, please contact us with the name of the asset, we will investigate it together!
PL/V/ER – Player parameters could not be found.
This is connected to your device and our video player. We kindly suggest you making following actions:

– Try loading asset again
– Launch Go3 application freshly (please make sure you are using application installed from your TV app gallery)
– Restart your TV

If none of the above helps, please contact us with the name of the asset, we will investigate it together!
PR/Y/ED – Error while preparing player.
This is connected to your device and our video player. We kindly suggest you making following actions:

– Try loading asset again
– Launch Go3 application freshly (please make sure you are using application installed from your TV app gallery)
– Restart your TV

If none of the above helps, please contact us with the name of the asset, we will investigate it together!
TE/A/OR – Technical break. The error occurs when deploying the new version of the site.
This only means Good! We are sending new version of application or doing temporary planned technical tasks to ensure you get the best out of our services.

Please try using Go3 in 15minutes or in one hour. Thank you for understanding!
DE/A/LT – Unknown Error.
In some cases you might see this error. However, this is specially designed for situations like this, when something happens and we can not automatically detect it.

Please try checking if your device meets needed requirements by visiting this article https://abi.go3.tv/en/article/requirements/

If your device and application versions are up to date, internet speed is enough – please contact us with details when this error appeared. We will solve it together! Thank you for your understanding.

General

It is not possible to display this video in your location. Due to licensing restrictions you can’t watch this video in your location.
Even though Go3 is available in all EU and EEA countries this message might occur on few scenarios.

– You have not verified your location with phone number – please visit this article how to do it https://abi.go3.tv/en/article/geoblocking/

– You are using a VPN solution on your network. To disable it please go to your internet settings or contact your internet provider. As much as we would like to help you regarding this question – only you can do it, we have no control over it

If your screen displays an error message not described here, please feel free to contact us at any time https://go3.tv/contact

If you have found a spelling error, please, notify us by selecting that text and pressing Ctrl+Enter.

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