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Storeplay Radio Troubleshooting

Answers to common Storeplay Radio troubleshooting to get you back up and running fast.

“You haven’t reconnected for more than 45 days. Please connect to the Internet before signing in again.” The app needs to resync with our server at least once every 45 days. Get the device on wifi or internet and open the app so it can sync.

“Invalid username and/or password” Check both - they’re case-sensitive. Contact us if you need your login details.

“Please Try Again” A temporary error, usually a connection drop. Refresh the browser or app to reopen Storeplay Radio.

“All available app licences have been claimed” Every licence is in use across your devices.

  1. Log in and go to your dashboard.
  2. Open the Stores & Devices tab and select the store.
  3. Scroll down and select Edit Device or Unlink Device. Remove any unused licences or devices, such as ones that aren’t playing.

Each device re-claims a licence first-come, first-served on next login. Nothing is lost in the process. Web browser only.

“I can’t download my channel. It says ‘Pending’ or ‘No wifi’ (3G/4G device)” Downloading needs working wifi or internet while you’re logged in. By default we don’t download on 3G/4G, to protect your data allowance - contact us if you want that enabled.

  • First channel download: about 1.4GB.
  • Monthly updates after that: about 200MB.
  • Storage needed: about 1.5GB per channel.

“Unable to log into player.storeplay.com” If your store isn’t in the drop-down, first check a Headless PIN is set:

  1. Log in and go to your dashboard.
  2. Open the Stores & Devices tab and select the store.
  3. Click Edit Store and enter a Headless PIN.

Most login problems come down to network settings blocking the Storeplayer from reaching player.storeplay.com.au. To check:

Use a port scanner (for example https://www.whatismyip.com/port-scanner/) to see whether port 61617 is open. Run the check on the same internet connection the device uses.

  • Port OPEN - contact support@storeplay.io for further help.
  • Port CLOSED - contact your internet provider. Ask them to allow incoming and outgoing traffic on port 61617. Many providers enable router security rules by default and give you an online portal to change them.