build Troubleshooting

Fix Your Device & Server
Problems

Most issues are solved by a simple device update and restart. Follow the steps below before contacting support.

autorenew After a Renewal — Required Steps

Your renewal has been confirmed. Before calling something broken, complete these steps in order:

system_update

Update your device firmware — go to Settings → Update → Check for updates. Install any available update before proceeding.

power_settings_new

Hard restart your box — unplug the power cable, wait 30 seconds, then plug it back in. Do not just press the remote standby button.

refresh

Wait 3–5 minutes after restarting before checking channels. The server authentication takes a moment on first boot.

wifi

Confirm your internet connection is working. Test on a phone or laptop on the same network.

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Check the expiry date — go to your box menu under System Info or Subscription Info to confirm the new date is showing correctly.

Still not working after all 5 steps? Contact us on WhatsApp or Telegram with your order number and a photo of your box's system info screen.

help_outline Common Problems & Fixes

signal_disconnected Subscription expired or not showing after renewal

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This is almost always caused by an outdated device firmware or a stale cache.

Update your device: Settings → Update → Check for Updates. Install any available update.
Hard restart: unplug the power cable, wait 30 seconds, plug back in.
If it still shows the old date, visit Check Your Device and enter your serial number — this shows the actual expiry date on the server. If the server shows the correct date but your box does not, the issue is on the device side (update required).
If the server also shows the old date, contact us immediately with your order number.

satellite_alt Channels are missing or freezing

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Missing or frozen channels are usually caused by an outdated server database on the device.

Update your device firmware first — go to our Device Updates page, find your model, and install the latest software.
After updating, hard restart (unplug for 30 seconds).
Run a fresh channel scan if your box supports it.
Check Server Status — if the server itself is reported down, wait a few hours as it will recover automatically.
If only specific channels are missing (e.g. beIN only), it may be a temporary server-side issue. Check back within 24 hours before contacting support.

cloud_off Server is offline or shows "No Signal"

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Server outages are usually short-lived and are not related to your subscription.

Check Server Status to see if other users are reporting the same issue.
If the server is confirmed down, wait 2–6 hours. Servers recover automatically in most cases.
While waiting, make sure your device firmware is up to date — an outdated device may fail to reconnect when the server comes back online.
If your server has been down for more than 24 hours and no community report explains it, contact us.

Server downtime is not counted against your subscription time. Your expiry date is not affected by temporary outages.

update How to update my device firmware

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There are two ways to update your device:

Option 1 — Built-in OTA update (easiest):

Make sure your box is connected to the internet.
Go to Settings → System → Update (menu name varies by brand).
Select Check for Updates or Online Update.
If an update is available, follow the on-screen instructions. The box will restart automatically.

Option 2 — Manual download (if OTA is not available):

Visit our Device Updates page and search for your device model.
Download the latest firmware file to a USB drive (FAT32 format).
Insert the USB into your box and go to Settings → Update → Update from USB.
Select the file and follow the instructions. Do not turn off the box during the update.

Always update before contacting support. 9 out of 10 issues are resolved by an update + restart.

key_off Serial number not recognized

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If your serial number is rejected on the Check Your Device page:

Double-check the number carefully — it is easy to confuse 0 (zero) with O (letter) or 1 (one) with I (letter).
Make sure you selected the correct device type — Apollo, MARS, NASHARE, NETFLY, and VIP are separate systems.
Try finding the SN directly from the box menu: Settings → System Info → Serial Number.
If the number is still not found after checking all of the above, contact us — some older devices require manual lookup.

receipt_long I paid but my order is still "Pending"

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Orders stay pending until the seller verifies your payment proof.

Make sure you uploaded a clear payment screenshot on the order page and clicked Submit Payment Proof.
Sellers typically respond within 30 minutes during business hours. If it has been more than 2 hours, contact us with your order number.
If you paid the wrong amount or to the wrong account, notify us immediately — do not place a second order.

wifi_off Box cannot connect to the internet

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The server needs a stable internet connection to authenticate your subscription.

Test your internet on another device on the same network.
Restart your router (unplug for 30 seconds).
Check your box network settings: Settings → Network → and make sure IP is obtained automatically (DHCP).
If using Wi-Fi, try moving the box closer to the router or switching to a wired connection.
Some older devices require a specific DNS. Try setting DNS to 8.8.8.8 (Google) in your box network settings.

support_agent None of the above fixed my problem

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If you have tried everything above and the issue persists, contact our support team directly. Please provide:

Your serial number
Your order number (if applicable)
Device model and firmware version (Settings → System Info)
A photo or screenshot of what you are seeing on screen
What you have already tried

WhatsApp: Telegram: @renew_forever_chat
Contact form: https://renew-forever.com/contact

system_update Device Updates monitor_heart Server Status