Trouble Logging in KKBOX
Here are some things you can try.
If you are seeing other messages, refer to the additional information under each device.
■"The service is not available in your country, please wait patiently"
Due to song copyright restrictions, Members (non-subscribers) can only access KKBOX within your service region. You will not be able to access our services overseas.
● If you are currently overseas and wish to continue enjoying KKBOX, please upgrade to Paid Member here.
● If you are a Paid Member but still sees the same message, please ensure you may have logged in the right account.
※Check your payment records at My Plans.
■“Login has failed, please try again”
Please ensure you have:
1) Entered the correct account and password. Note KKBOX password is case sensitive.
2) Did not enter extra spaces.
■"You have not passed the reCAPTCHA verification, please try again later!”
For the protection and privacy of member accounts, we adopted the Google Re-CAPTCHA mechanism to prevent automated bots from accessing member accounts. However, in some circumstances (i.e., when you log in and out consecutively) the system may recognize you as a bot.
When this happens, try the steps below:
1) Connect to a different internet connection/hotspot, or switch from Wi-Fi to cellular data.
2) Disconnect VPN before logging in again.
If you're unable to pass the reCaptcha, we will automatically send a verification code to your account. If you logged in with your email, please check your inbox for the code. If you used your phone number, the code will be sent to your phone. Enter the verification code to proceed.
■"Risky IP Address”
We have detected that you are logging in from a risky IP address. Please check if you are connected to a VPN or cloud-based network service.
[YES]: Disconnect from VPN/ cloud-based network service and try again.
[NO]: Access KKBOX Test Page immediately and through the button below, send us the following:
●Screenshot of the Test Page result.
●The message you see when the problem occurred.
If you are still having trouble, provide a screenshot of the issue through the 【No】 OR 【Email】 button below.
1. If you are seeing a "System time is incorrect" message, please refer to the 【Incorrect System Time】 below.
2. If you are on cellular data when the problem occurs, try connecting to Wi-Fi.
3. Update to the latest KKBOX iOS and restart your device.
4. Close all apps and restart your device.
■ Trouble Connecting through Cellular Data Only
You may have restricted KKBOX from using cellular data.
Go to [Settings] → [Mobile] and turn cellular data on for KKBOX.
5. Try logging in again.
If you are still having trouble, provide a screenshot of the issue through the 【No】 OR 【Email】 button below.
1. If you are seeing a "System time is incorrect" message, please refer to the 【Incorrect System Time】 below.
2. If you are on cellular data when the problem occurs, try connecting to Wi-Fi.
3. Update to the latest KKBOX Android.
4. Close all apps and restart your device.
■"CSRF Forbidden"
※If you use other browser as default browser on your device, set Google Chrome as your default browser by referring to Google Help.
1. Open Google Chrome App and tap [⋮] to the upper right corner → [Settings] → [Site Settings] → [Cookies] and check [Allow cookies] is selected.
2. Go back to [Settings] page and choose [Privacy and security] → [Clear browsing data] → select "Cookies and site data" and select “All time” before tapping “Clear data".
If you are still having trouble, provide a screenshot of the issue through the 【No】 OR 【Email】 button below.
Try logging in on our Web Player.
※Web Player supports Chrome/ Edge/ Firefox/ Opera only.
If you are still having trouble, provide a screenshot of the issue through the 【No】 OR 【Email】 button below.
Try logging in on our Web Player.
※Web Player supports Chrome/ Edge/ Firefox/ Opera only.
If you are still having trouble, provide a screenshot of the issue through the 【No】 OR 【Email】 button below.
