Skip to content Your TV shows a Device ID, but activation says it is not registered
The ID and Key on screen are real. They just have not reached mtivi yet, which is why the website cannot find them.
What you are seeing
Your TV shows an activation panel, and everything looks correct:
But when you enter them on the website you get “We could not find that device.”
Why it happens
Your TV creates its own Device ID and Key the first time mtivi opens, then tells our servers about them. Those are two separate things, and the screen shows the ID straight away whether or not the second part finished.
So if that TV had no working internet at the time, you are looking at a real ID for a device we have never been introduced to.
The quickest way to tell: look at the QR code on the same panel. If it never appears, your TV has not reached us, and the ID below it will not work yet.
Fix it in under a minute
- Check that TV is online
Open anything else that needs internet. Hotel and cafe wifi often needs terms accepted in a browser, which a TV app cannot do for you.
- Open mtivi, then Settings, and find the device card
It holds your Device ID, your Device Key and the square code. Stay on that screen for about ten seconds.
- Wait for the QR code to appear
When it draws, your TV has reached us and the Device ID is live.
- Re-enter the ID and Key on the website
Capitals, dashes and spaces are all ignored, so only the characters themselves matter.
Once the QR appears, activation works immediately. Nothing to wait for, nothing to reinstall.
If it still will not activate
| What you see | What it means | Do this |
|---|---|---|
| QR never appears | The TV cannot reach mtivi | Check wifi, then restart the TV, not just the app |
Device Key did not match | The ID is known, the Key is mistyped | Re-read the Key. It never contains the letters I, L, O or U, so if you typed one of those, that is the character to fix |
This device is deactivated | The device was revoked | Contact support with your Device ID |
| Device limit reached | Your plan is full | Remove a device, or add one to your plan |
