Trouble Logging in KKBOX


If you have already logged in your account but cannot switch KKBOX to Online Mode, KKBOX is continuously "Loading", or is showing other error messages, please choose the platform you are having trouble with and try the steps provided.
Should the problem persist, make a screenshot of the message you are seeing and submit a case through Online Customer Service.

If you are having trouble logging in your account, see which of the following suits your situation:

【1】You cannot log in with your Facebook.
You will not be able to log in KKBOX through [Facebook] until you have linked both accounts.
See here for instructions on how to link KKBOX with Facebook.


【2】You are overseas and is seeing  a [The service is not available in your country, please wait patiently] message when attempting to log in KKBOX.
Due to copyright restrictions, KKBOX is only available within Taiwan, Hong Kong, Singapore, Malaysia and Japan if you have not upgraded to KKBOX Premium.
If you are currently living outside of those countries above, but wish to continue enjoying KKBOX, please upgrade to KKBOX Premium first.

If you are already a Premium member but still sees the same message, submit a case through Online Customer Service and we shall assist you.


【1】If you are seeing a [System time is incorrect] message, see here for trouble shooting instructions.

【2】Update to the latest KKBOX Windows.
■ KKBOX Windows Desktop:
You can find the latest KKBOX Windows Desktop by going to KKBOX → choose "Download KKBOX" and find the version that suits your Microsoft operating system.

■ KKBOX Windows App:
Launch Microsoft Store and search for "KKBOX". Choose the "Update" icon if newer versions is available.


【1】If you are seeing a [System time is incorrect] message, see here for trouble shooting instructions.

【2】Update to the latest KKBOX Mac
Launch Mac App Store and search for "KKBOX". Choose the "Update" icon if newer versions is available.


【1】If you are seeing a [System time is incorrect] message, see here for trouble shooting instructions.

【2】Update to the latest KKBOX Android
Launch Google Play and search for "KKBOX". Choose the "Update" icon if newer versions is available.

【3】Change your internet connection.
Whether you are connected to the internet through mobile data or Wi-Fi, try changing your internet connection and see if the problem is solved.
Your internet connection may be temporarily down.

【4】Restart your device and see if the problem is solved.


【1】If you are seeing a [System time is incorrect] message, see here for trouble shooting instructions.

【2】Update to the latest KKBOX iOS
Launch App Store and search for "KKBOX". Choose the "Update" icon if newer versions is available.

【3】Change your internet connection.
Should the problem ONLY occur when you are connected to the internet using your mobile data refer to the steps below:
 ※Depending on your iOS version the steps and names of buttons may vary. Refer to Apple Support for more information, or contact Apple Support for assistance.
 3-1. Go to [Settings] on your device.
 3-2. Tap [Mobile] and scroll down until you find [KKBOX].
 3-3. If cellular data has been turned off for KKBOX, tap to turn it on.


【4】Restart your device and see if the problem is solved.

【5】If you have recently changed to a new iOS device (transferred contents from the previous device to the new device via iTunes), and found that though you have logged in KKBOX iOS but cannot go online, see here to log out of your account and you should be able to log back in normally.

Your question was different? You can see


  1. 1. Go to KKBOX Forget Password.

    2. Enter your KKBOX account and choose [Submit].


    3. If you have previously set a security question for your account, you can choose to either certify your identity though Email, or by answering the security question.


    ※If you have not set the security question, a [KKBOX password reset] email will be sent to your account email address.
    Please note you will not be able to have the email sent to a different email address.


    4. Refer to the instructions to reset your password.

    If you did not receive the password reset e-mail, please check your Junk/Spam folder, or contact Customer Service through Online Support Center


    You can now disconnect KKBOX with Facebook by logging in Account Center and click/tap on the [Disconnect] button under [Linking Social Media Account].
     ※[Linking Social Media Account] will not appear if your KKBOX account is not connected to Facebook.

    Alternatively, you can contact Customer Service and we will be more than happy to disconnect Facebook for you.

Was this answer helpful?

What was the problem with this solution?







My KKBOX ID: Cancel
※ This form is an automated system. General questions, technical, sales and product-related issues submitted through this form will not be answered.