You've bought your activation code, opened the app, typed it in — and it's rejected. Frustrating, but usually easy to fix.
Work through these steps in order. Most people are up and running by step four.
- Copy the code exactly — watch for spaces and look-alike characters.
- Update the app and restart your Fire TV before trying again.
- Check the code is for the right app and a compatible device.
- If nothing works, contact support with your order number — never share your code publicly.
Fixes 1–4: Check the code itself
1. Check for look-alike characters
O and 0, I and 1, and S and 5 are easy to mix up on a TV keyboard.
2. Remove spaces
Extra spaces at the start or end of the code can cause a rejection.
3. Check capitalisation
Some codes are case-sensitive. Enter it exactly as shown in your email.
4. Find the right code
Your code is in your order confirmation email and on the order status page. Check your spam or promotions folder if you can't find the email.
Fixes 5–7: Update and restart
5. Update the app
Open the Appstore, find the app and install any update. Older versions may not accept new codes.
6. Restart your Fire TV
Settings → My Fire TV → Restart. See restarting Fire TV.
7. Clear the app's cache
Settings → Applications → Manage Installed Applications → the app → Clear cache. Don't clear data unless support asks you to. See cache vs data.
Fixes 8–10: Device and network
8. Confirm device compatibility
Our app is for compatible Amazon Fire devices. Newer Vega OS models use a different app catalog — see Fire OS vs Vega OS and check the Amazon listing.
9. Check your internet connection
Activation needs to contact a server. Make sure other apps load, and disconnect any other VPN while activating.
10. Try again later
If the activation server is briefly busy, waiting a few minutes can help.
When to contact support
If you've tried everything, contact our support team. To help us help you quickly, include:
| Include | Don't include |
|---|---|
| Your order number | Payment card details |
| The email used at checkout | Passwords |
| Your device model and software version | Your code in public posts or reviews |
| A short description of the error |
We'll review your order and help you get activated. If we can't fix it, you can request a refund — every request is reviewed by our team under our refund policy.
Frequently asked questions
Why does my VPN say my activation code is invalid?
The most common causes are typos, extra spaces, look-alike characters, an outdated app or using the code on an incompatible device.
Where can I find my activation code?
It's in your order confirmation email and on your order status page. Check spam or promotions folders too.
Can I use my code on another device?
That depends on the app's activation rules. Contact support before moving your code to a new device.
Will clearing app data help?
Clearing data resets the app and removes activation, so only do it if support recommends it.
How long does support take to respond?
We review messages as quickly as we can. Including your order number and device details helps us resolve it faster.
