Can't log in with TV provider

There are two ways to log in to the CNN app and

How are you trying to log in?

  1. With a TV provider (see below)
  2. With a CNN account (see Can't log in with CNN account)

If you can't log in with your TV provider, try these things:

Sign in to your provider's website

First things first, make sure you can sign in to your TV provider account.

Go to your TV provider's website and sign in with the username and password for your provider account. If you can't remember or don't know your sign-in information, look for a help or reset password link on your provider's sign-in screen.

If you can't sign in to your TV provider account, contact your TV provider for help.

Not authorized or subscription error

If you get an error when you try to watch a live CNN TV channel, your TV service may not include CNN. Contact your TV provider to see if your TV package includes CNN. You can also try logging out and then back in again.

Try device troubleshooting

If you've confirmed your TV provider login is correct, choose the device with login issues below:

If you can't log in on your phone or tablet, try these steps:

Try another device

Make sure you can log in to CNN on another device. For example, try logging in on your computer (at or on your TV (see supported devices).

Delete and reinstall

  1. Delete the CNN app from your phone or tablet.
  2. Open the app store and install the CNN app.
  3. Open CNN and try logging in again.

If you can't log in on a TV device, try this:

Make sure you can log in to CNN with your TV provider on your computer (at

Once you've logged in on your computer, log in to your CNN account on your TV device.

If you can't log in at, try these steps:

Update your browser

  • Make sure you're using a supported browser.
  • Check to see if there's an update available for your browser. To find out how to do this, search the internet for update + the name of your browser (i.e. update Chrome).


Go to and do a hard refresh for the page. To find out how to do this, search the Internet for 'hard refresh' + the name of your browser (e.g. 'hard refresh Firefox'). If you're using the Chrome browser on a PC, hold down the Ctrl key and click the Reload button (for Chrome on a Mac, hold down the Shift key and click the Reload button).

Once the page is reloaded, try logging in again.

Try another browser

Try using another supported browser. This will help determine if the issue is limited to a particular browser. Make sure cookies are enabled in your browser.