Troubleshooting sources

What each Start-screen message means, what to try, and when the answer belongs to your provider.

About 4 minutes

Objective

Get a saved source working again, or learn that only your provider can.

Before you start

  • A saved source that will not open, or a Plus sheet that shows no purchase options.

Steps

  1. Read the Start-screen message

    A saved source that cannot open stays on the Start screen with a specific reason: expired or inactive account, invalid credentials, an unreachable server or network problem, a provider response SlothMate could not use, or an unreadable playlist or folder. Each offers Try again, Edit saved source (Choose file again for a playlist file, Choose another folder for My Media), Delete source, and Close.

  2. Expired or inactive account

    Your provider reported that the account is no longer active. Only the provider can renew or reactivate it; SlothMate cannot manage, renew, or refund a provider subscription.

  3. Invalid credentials

    Edit the source and re-enter the server, username, and password exactly as the provider gave them. Check for trailing spaces and the correct http:// or https:// prefix.

  4. Network failure or unavailable source

    Check your connection and try again. If the server itself is down, wait and retry. Provider outages are outside SlothMate's control.

  5. Malformed playlist

    The M3U could not be parsed. Confirm the link or file is a playlist (not a web page or an error message) and ask the provider for a fresh link if needed.

  6. M3U file or folder permission

    If macOS revoked access or a drive is disconnected, use Choose file again or Reconnect to grant access once more. Favorites and rules survive.

  7. No purchase options in the Plus sheet

    If the Plus sheet says 'Purchase options aren't available right now. Try again later.', SlothMate could not load the plans from the App Store, for example because this Mac is offline or the App Store is unavailable. Every free tool keeps working. Try again once the App Store is reachable; this does not affect a purchase you already made.

  8. Provider vs SlothMate

    Account status, missing channels, stream quality, and playlist content are provider matters. App behavior (crashes, a control that does nothing, a guide that never matches) is for SlothMate support.

Expected result

You know whether the fix is on your Mac, in your settings, or with your provider.

Privacy and safety notes

When you write to support, describe what you clicked and what the app showed. Never include your provider password, playlist link, or any credentials.