Troubleshooting: How to resolve the "Account on Hold" message

If you see an “Account on Hold” message in Poolside Live or SideLine Live, follow these steps to refresh your subscription.

If You Need to Temporarily Switch to Wi-Fi (Recommended Fix)

1. Disconnect Ethernet

   • Unplug the Ethernet cable from your Apple TV.

2. Connect to Wi-Fi

   • Go to Settings > Network and connect to a working Wi-Fi network.

   • Confirm internet access by opening the App Store.

   • Update the Poolside Live or SideLine Live app

3. Check Subscription

   • Force close any open apps.

   • Open Poolside Live or SideLine Live.

   • Go to your Profile tab (top right) and confirm your renewal date is current.

4. Return to Ethernet

   • Force close the app again.

   • Forget the Wi-Fi network (Settings > Network > Forget Network).

   • Plug the Ethernet cable back in.

For Customers Already Hardwired to their own Network

1. Check Your Internet Connection

   • Ensure the Ethernet cable is securely connected.

   • Verify internet access through the App Store or another online app.

   • Restart your router if needed.

2. Refresh the App

   • Open the Poolside Live or SideLine Live app.

   • Force close any open apps.

   • Check your Profile tab to confirm your subscription renewal date is current.

   • If it doesn’t update, restart your Apple TV.

Final Step

Open the app again — your camera should now work without the “Account on Hold” message.

? Need help? Contact Support: 918-777-3794