How to resolve the "Account on Hold" message

How to Clear the “Account on Hold” Message in Poolside Live or SideLine Live

Follow the steps below to refresh your subscription and remove the "Account on Hold" message on your Apple TV.

For Customers Using an Internet Connection via Ethernet

   Verify Ethernet Connection

- Ensure that your Apple TV is properly connected via Ethernet.

Confirm that the network is active and providing internet access. To verify, try opening the App Store or another internet-dependent app.

If needed, restart your router or consult your network administrator.

 
Refresh the Subscription Status

- Open the Poolside Live or SideLine Live app.

- Force close any open apps on your Apple TV.

- Navigate to your profile by scrolling to the right at the top (where you see the cameras) and verify that your subscription renewal date is current.

If the subscription details are not updated, try restarting your Apple TV.

For Customers Who May Need to Temporarily Switch to Wi‑Fi

  Document Your Ethernet Settings

- Before disconnecting the Ethernet cable, take a photo or write down your current IP settings.

- (This helps you restore them later if needed.)

Disconnect the Ethernet Cable

- Unplug the Ethernet cable from your Apple TV.

Connect to a Wi‑Fi Network

- Open the Settings app on your Apple TV home screen.

- Scroll to Network and connect to a Wi‑Fi network that has internet access at your facility.

- Verify the connection by opening the App Store or another internet app.

 Force Close Open Apps

- Force close any open apps on your Apple TV.

 Verify Your Subscription in the App

- Launch the Poolside Live or SideLine Live app.

- Navigate to the top of your screen and scroll to the right to access your profile tab.

- Confirm that your subscription renewal date is current.

 Remove the Wi‑Fi Connection

- After verification, force close the app.

Go to Settings > Network, select your connected Wi‑Fi network, and choose the option to Forget this network.

Reconnect the Ethernet Cable

- Plug the Ethernet cable back into your Apple TV.

- Open Settings to confirm that your device is connected via Ethernet.

(Restore IP settings if needed.)

Final Verification

- Open the Poolside Live or SideLine Live app again.

Your camera should now operate correctly without displaying the “Account on Hold” message.

If you run into any issues during these steps or need help, please contact our support team (918-777-3794). We’re happy to assist!