I am having the same problem. Keep Uninstaller and reinstalling. It will not let me unlock my premium membership. NO VPN On. I keep getting the password is incorrect YET the same password and sign on information that I use allows me to open the companion. I submitted multiple requests for FORGOT PASSWORD waiting on an email to reset. At one point during one of my attempts, frustrated as I was, I even decided to purchase a new lifetime subscription with my other email. Nope. Wouldn't all that. YET, I get notifications from Tivimate at my original email inbox. Oh, the companion app with no devices. I removed them all to try to start over. I've tried my original sign in information and setting up a new account. Do not let these screen shots fool you.