Work through the checks
- Try a second authorised source.
- Read available codec and video information without sharing the private URL.
- Try only the decoder option documented for your player and device.
- If using an HDMI switch or receiver, follow manufacturer guidance for a direct-display comparison.
A lower-level video issue is not evidence that your subscription needs to be bought again.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.