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Start here. If the answer is not below, support replies within a few hours.
Playback
The player follows measured throughput, not your advertised line speed. Check for another device saturating the link, then try a wired connection. If the problem persists on a wired gigabit line, send us the diagnostic code from Settings → Playback.
The device has to pass the bitstream through untouched. Disable any 'audio enhancement' on the television and set the HDMI output to bitstream rather than PCM.
Only happens on titles where the broadcast master and the streaming master differ. Report the title and timestamp and we re-cut the subtitle track within 48 hours.
Downloads need 8 GB free per hour of 4K content and are blocked on external storage on some platforms because of DRM key storage.
Account
Support can look up an account from the payment reference on your bank statement.
Account → Devices → Sign out. This also invalidates downloads on that device at the next check-in.
Each account is a household. A profile used consistently from a different country needs its own subscription.