I’m having trouble signing in to HISTORY Vault. What should I do?

Please find the issue that most-closely matches what you are experiencing and try our troubleshooting steps:

------------------------------------------------------------------

I’m getting the error “The email address/password combination does not match our records.”

First, try resetting your password here: https://www.historyvault.com/reset-password

If resetting your password does not resolve your issue, send us a message. Please include the email address you are using to log in and describe what steps you have tried so that our customer support team can assist you.

------------------------------------------------------------------

My email address is not found when I try to sign in.

Did you sign up on one of our partner services? If your HISTORY Vault account was started on The Roku Channel, Apple Channels on the Apple TV app, Cox Contour TV or Contour Stream Player, Comcast Xfinity, or Amazon Prime Video Channels, your subscription cannot be accessed via historyvault.com or our HISTORY Vault apps and we will not have your subscription information on file. Please check with the support team of the platform where you subscribed for access help.

If you have verified that your subscription originated on our website or a HISTORY Vault app, please try signing in with any alternate email addresses you own. (Your HISTORY Vault email login is not necessarily the same email you use to log into your Apple, Roku or Google Play accounts.)

If you still cannot sign in, send us a message. Please include the platform where you subscribed and are billed by HISTORY Vault, the email address you think is associated with the account, and describe the issue you are experiencing. If you have a transaction/order ID for your latest subscription charge, please also include that information.


------------------------------------------------------------------

I started a trial or am paying for a subscription, but when I sign in, it says I need to subscribe.


Verify that the email address you used to sign up is the one you are using to log in. You should have received a welcome email from HISTORY Vault when you started your subscription, which was delivered to the email address we have on file. (Your HISTORY Vault email login is not necessarily the same email you use to log into your Apple, Roku or Google Play accounts.)

Did you sign up on one of our partner services? If your HISTORY Vault account was started on The Roku Channel, Apple Channels on the Apple TV app, Cox Contour TV or Contour Stream Player, Comcast Xfinity, or Amazon Prime Video Channels, your subscription cannot be accessed via historyvault.com or our HISTORY Vault apps and we will not have your subscription information on file. Please check with the support team of the platform where you subscribed for access help. 

If you still cannot sign in, send us a message. Please include the platform where you subscribed to HISTORY Vault, the email address associated with the account, and describe the issue you are experiencing. If you have a transaction/order ID for your latest subscription charge, please also include that information.


------------------------------------------------------------------

When I sign in, I’m told I need to reactivate my subscription but I’m getting stuck and can’t proceed.

Send us a message. Please include the platform where you subscribed to HISTORY Vault, the email address associated with the account, and describe the issue you are experiencing. If you have a transaction/order ID for your latest subscription charge, please also include that information.


------------------------------------------------------------------

When I sign in, I cannot play any content.

Are you located in the U.S.? Videos can currently only be streamed in the U.S. and U.S. Territories. We also have an app on iOS for users residing in Canada.

Are you using a supported device? HISTORY Vault may not play properly on the following devices: Roku players older than Roku 2, Apple TVs older than 4th generation, Amazon Kindle tablets, mobile web browsers, or smart TV web browsers. We also do not currently support viewing from via Digital AV/HDMI or VGA adapters.

Do you have an ad blocker on your web browser or is javascript disabled? Please try viewing the website using an incognito or private browser window to check to see if an add-on or setting on your browser is causing the issue.

Have you downloaded the latest version of the app? Please go to your mobile app store or Roku channel store to make sure you have downloaded the latest release of HISTORY Vault.

Still having an issue? Send us a message. Please let us know what device or web browser you are having the issue on and send a screenshot or photo of what you’re experiencing.

------------------------------------------------------------------

I’m being asked to sign in when starting my free trial, but I’ve never had a HISTORY Vault subscription before.


It’s possible you have a sign in profile that was created on one of our sister sites within the A+E network of brands, i.e. Lifetime, HISTORY or A&E. Please go ahead and proceed with sign in and the subscription process. 

------------------------------------------------------------------

I’m receiving an error message about ‘technical difficulties’ when trying to sign in to the app.

Please try clearing the storage and cache on your HISTORY Vault app. Instructions can be found here:

Clear Cache & Data on the Google Play app
Reset the app on Apple
Clear cache & cookies on a web browser

Still having an issue? Send us a message. Please include the platform where you subscribed to HISTORY Vault, the email address associated with the account, and describe the issue you are experiencing. If you have a transaction/order ID for your latest subscription charge, please also include that information.

------------------------------------------------------------------

I’m experiencing some other access or sign in issue.

Send us a message. Please let us know the email address associated with the account, the device(s) you are experiencing the issue on, and give us as much information as you can about your issue--including screenshots or photos--so that we can best help you troubleshoot.

Was this article helpful?
1 out of 3 found this helpful
Have more questions? Submit a request