A successful login establishes that the player reached an account endpoint, but it does not guarantee every category is populated. Filters, an unfinished import, the selected profile or account permissions can each produce an empty screen. Determine which layer is missing before reinstalling.
Look at more than one category
A blank films category and a working live-TV list are different from an entirely empty account. Write down which sections load and whether category names themselves appear. That distinction helps support decide whether the problem concerns the catalogue, player parsing or account access.
Review local visibility controls
Search text, hidden groups and favourites-only views can make a library seem empty. Return to the broadest view and clear any search. If the app supports multiple accounts, confirm the active profile rather than assuming the last-used account is selected.
Refresh once with a purpose
Use the app’s supported refresh function and wait for its completion message. If nothing changes, send the specific category name and the time of the refresh to support. Avoid deleting the account until you have saved any local settings that would be difficult to rebuild.
