Support Center

Why can't I log in to my account?

Last Updated: May 22, 2017 04:35PM SGT
Aw, snap! Sorry about that... Here are the possible scenarios why you’re not able to sign in and what you can do:


If you’re signing in using your email address, but you're getting an error message that your username or password is incorrect:
  • Try to sign in again and make sure that you’ve entered the email address that you registered to HOOQ as your username and that your password is typed correctly, without any extra spaces.
  • Still getting the same error message? There may be a need to reset your password or a need to verify if you’re logging in with the right username. Please email our support team at support@hooq.tv and provide the details listed below. We’ll definitely help you get rid of the problem. :)
    • What exactly is going on over there on your end
    • Your registered email address
    • Your registered mobile number
    • Brand and model of your registered device/s (At least 2 devices, except when you only have 1 registered device)


If you’re signing in using your email address via email verification, but you're getting an error message that the verification failed:
  • Click or Tap on the "Resend Email" link. 
  • Check your inbox and look for an email from HOOQ. The subject is "HOOQ - Your verification code".
  • Make sure that you open the latest confirmation email, then click or tap the "Confirm Email" button. You should be routed to the HOOQ app (if you're using an Android or an iOS smartphone/tablet) or the HOOQ website (if you're using a supported computer browser).
  • Are you in? If not, please shout out for help right away as we want you to get reunited with your account ASAP! Click here or send us an email at support@hooq.tv and we'll surely get back to you in no time! Please make sure to include these details:​
    • What exactly is going on over there on your end
    • Your registered email address
    • Your registered mobile number
    • Brand and model of your registered device/s (At least 2 devices, except when you only have 1 registered device)


If you’re signing in using either your email address or your mobile number, but you're getting an error message that your account is invalid:
  • This error message usually comes up if you signed up for a HOOQ account via Facebook (before the end of September 2016). Try signing in via Facebook first. 
  • No luck? :( Don't you worry, we got you! :) Hit us up via email, either send us one at support@hooq.tv or click here, and include the following details for us to check what's going on and guide you on your way back into your account:
    • What exactly is going on over there on your end
    • Your registered email address
    • Your registered mobile number
    • Brand and model of your registered device/s (At least 2 devices, except when you only have 1 registered device)


If you’re signing in using either your email address or your mobile number, but you're getting an error message that you've exceeded the maximum limit of 5 devices:
  • As the message says, our system has detected that you already have 5 devices registered on your HOOQ account. You'll need to log in to your HOOQ account using a device that you've already used before. 
  • If you keep getting an error message using one of your registered device or if you're using a new device that you haven't registered to HOOQ before, please get in touch with us via email (either click here or send one to support@hooq.tv) because we'll need to reset your device counter. Make sure to include the following:
    • What exactly is going on over there on your end
    • Your registered email address
    • Your registered mobile number
    • Brand and model of your registered device/s (At least 2 devices, except when you only have 1 registered device)


If you’re getting an error message that there are 2 users logged in to your account:
  • Make sure that you’ve signed out of your account on at least one of your other registered devices that’s currently signed in.
  • If you already did the previous step and the same message appears, or you don’t know whose device is signed in to your account, you may send us an email at support@hooq.tv and request to reset your active session counter. This way, we’ll get the said 2 users signed out of your account. Please include the following information in your email:
    • Your registered email address
    • Your registered mobile number
    • Brand and model of your registered device/s (At least 2 devices, except when you only have 1 registered device)
 

Note: The details you’ll send us will help us find out what's going on and will serve as proof that you are the account holder.
support@hooq.tv
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