I cannot connect after paying — what should I check?

Work through these checks in order:

1. Sign in to the app. The plan is account-based — the app must be signed in to the account that holds the subscription (click Account in the left sidebar → Sign in…).

2. Verify the Device ID. Open Tenvo on the remote device and confirm the ID matches what you are typing. IDs are numeric and case-insensitive.

3. Check the remote device is online. It must be powered on, connected to the internet, and Tenvo must be running. In the cabinet → Devices, the device should show as "Online."

4. Disable VPN, proxy, or antivirus temporarily. These can block Tenvo's relay connection. Test without them, then add Tenvo as an exception.

5. Force relay routing. In Settings → Connection → Relay, turn off "Direct P2P when possible". Also try turning on Adaptive bitrate in Settings → Input & display.

6. Restart the Tenvo service (Windows):

   • Open Services (Start → type "Services").
   • Find Tenvo, right-click → Restart.

7. Check for a server outage. Planned maintenance can cause temporary connection failures. Wait a few minutes and retry. Contact support if the issue persists.

Still stuck? Contact support with: Device ID, Tenvo version, OS, and a screenshot or error message.