Troubleshooting

The PBS Passport activation code was not in the email I received.
If you did not receive an activation code, please contact your local station. They can send you an activation link or code. Be aware that you may be already activated. To confirm that you have activated your Passport account, go to http://www.pbs.org/ and sign in to the site with the same email address you used when you activated your account. If Passport is activated, you will see a small blue and white compass rose symbol next to your name in the upper left corner of the screen. As you search or browse the site, any video bearing that same blue and white compass rose symbol is a designated Passport video. If you do not see the blue Passport icon () next to your name, you have not completed the activation process or you have not signed in with the same email address you used when you activated your Passport member benefit. Think of any other email addresses you may have used and try signing in with those until you see the blue Passport icon next to your name. If you are still having trouble, email support.
Thu, 3 May, 2018 at 10:53 AM
I made a donation but did not receive an email with an activation code.
Please begin by checking your email spam folder. If the email is not there, please contact your local station or view this list of possible reasons. Be sure you are checking the same email account you used when you registered for PBS Passport. Also, please note that after you donate, it can take up to two business days to receive your activation code. Please keep in mind that often if you are already on PBS.org and you clicked a link to activate your Passport membership, no other action is required.  To confirm that you have activated your Passport account, go to http://www.pbs.org/, change your local station if it is not showing, and sign in as you did during activation. If your Passport is activated properly, you will see a small blue and white compass rose symbol by your name in the upper left portion of the screen. When you search through the site, any video bearing that same blue and white compass rose symbol are videos available to Passport members. If you do not see the blue Passport icon () next to your name, you have not completed the activation process or you have not signed in with the same email address you used when you activated your Passport member benefit. Think of any other email addresses you may have used and try signing in with those until you see the blue Passport icon next to your name. If you are still having trouble, email support.
Thu, 3 May, 2018 at 10:57 AM
I can’t find my favorite PBS show in PBS Passport. Why not?
Initially, close to a thousand hours of PBS programming across multiple genres including drama, science, history, natural history and the arts will be available in PBS Passport. This library of content will continue to grow over time as more titles are added – so please keep checking back. 
Wed, 4 Apr, 2018 at 2:43 PM
Why can't I find more full episodes?
Availability of certain videos on the PBS.org player and our mobile apps has recently changed. PBS.org and our mobile apps continue to offer access to hundreds of hours of recently broadcast programming, as well as past episodes of popular series, and news, public affairs and independent film series such as FRONTLINE, PBS NEWSHOUR, INDEPENDENT LENS and POV.  Many full episodes of shows such as Downton Abbey and Mercy Street are available for free streaming for two weeks after original television broadcast. So for instance, when Downton Abbey airs on television on Sunday night, it is available for free streaming on PBS.org on Monday and for two weeks after. After the two-week period is up, the free streaming rights for the episode have expired. Some stations offer a new member benefit called PBS Passport that gives eligible donors and supporters extended access to an on-demand library of quality public television programming online.  The PBS Passport library currently offers members more than 1,000 episodes to watch, with new PBS programs being added weekly. The library features episodes from popular programs like American Experience, American Masters, Antiques Roadshow, Nature, NOVA, and Masterpiece — including all six seasons of Downton Abbey. In addition to these signature series, the library is full of public television’s acclaimed arts, science, history, and lifestyle programs; including How We Got to Now, Earth a New Wild, Austin City Limits, and a rotating selection of films from Ken Burns — currently Jazz is available.   If you are interested in the PBS Passport member benefit or are already a contributor, please contact your local station and ask about eligibility and membership activation.
Wed, 4 Apr, 2018 at 2:43 PM
I can't find my activation code. Help!
Please click the following link http://www.pbs.org/passport/lookup/ and enter the contact email for your membership. This is the email address your station contacts you with and can use to look up your membership.  Entering your email address and clicking on the Find Member button will return one of four results: If the page returns your Passport has not been activated, your Passport is still waiting to be activated before you can use it. Please check your email inbox for the Passport activation email sent to you by your local station. The Lookup Tool should also send you a new activation email with that information. The email will include your four-word activation code and instructions on activating your Passport. If the page returns no member found, please try using the Lookup Tool again and enter another email address which may be connected with your membership. If it is unable to locate your membership under any email address, it's possible your station has no contact email address for your membership or did not set up your Passport benefit. Please contact your local station and ask them to check on your Passport. You can find the contact information for your local station at this page. If the page returns your Passport has expired, please contact your local station and request they update your Passport's expiration date to match your membership. You can find the contact information for your local station at this page. If the page returns your Passport has been activated, you or someone in your household has activated the Passport with an account other than the one you are currently signed in with. Please note the email address you have entered on this Passport Lookup page is only the contact email address on your membership - your Passport can be activated with a different account and not the email address you have entered on this page. Proceed to Step 2 below. If you are still having trouble, email support.
Thu, 3 May, 2018 at 11:20 AM
I keep getting an error message when I view Passport content on my Safari browser
We're aware of a recent error message on some Safari browsers saying videos will not load. We're looking into the issue on our side to find a fix as soon as possible. Be sure you are using the latest version of Safari. Update Safari Until these issues are fixed, we recommend that you try using another browser, such as Firefox or Google Chrome, as we've had no reports of the same error message appearing on those other browsers. UPDATE YOUR BROWSER: Update Safari Update Google Chrome Update Internet Explorer Update Firefox
Thu, 3 May, 2018 at 10:39 AM
I click the activation link and see a message saying I'm already activated. What do I do now?
If you have already activated your account DO NOT click the activation link again. Simply click Sign In in the upper left corner on PBS.org and begin browsing Passport content. When you sign in you must use the same email address you used when you activated your Passport membership.  If you do not see the blue Passport icon () next to your name, you have not completed the activation process or you have not signed in with the same email address you used when you activated your Passport member benefit. Think of any other email addresses you may have used and try signing in with those until you see the blue Passport icon next to your name.
Thu, 3 May, 2018 at 11:22 AM
When I play a video the screen is black. Why?
One possibility is that you have installed AdBlock (including AdBlock Plus and AdBlock Pro) on your computer. PBS videos will not play if you are blocking the ads. To fix this, you can: turn off AdBlock  exclude PBS.org pages from being affected by AdBlock   How to fix it To turn off AdBlock click the menu in the upper right side of the page and click Pause AdBlock (1). To exclude pages on PBS.org click the menu in the upper right side and click either Don't run on this page or Don't run on pages on this domain (2). Figure 1
Wed, 4 Apr, 2018 at 2:44 PM
Why am I seeing a "content disabled" message when I use an HDMI cord to watch videos on my TV?
The content disabled message usually indicates a problem with the HDMI cord connecting the Roku to the television. Roku offers suggestions to correct this issue
Fri, 4 May, 2018 at 11:16 AM
I'm not recognized on Apple TV, and there's no option for signing in
It sounds like your Apple TV is not set up with the same email/credentials that you used when you activated Passport. Therefore, the Apple TV PBS App must be reset to use the email address that you used when you activated Passport. To do this you will need to deactivate and reactivate the PBS app with the correct email. (Please note that you do not need to reset your Apple TV overall affiliated email, just within the PBS App). This will not affect other apps within Apple TV.   Follow the steps below to activate your Passport member benefit: When you have the PBS app open on your Apple TV, click Settings located at the top of the screen. Click Deactivate located at the bottom of the screen. If you have an Apple TV 4 you will instead click Change Account > Log Out. A screen asking you to Activate your Apple TV appears. Clicking this option will bring up activation instructions to visit http://www.pbs.org/activate and entering the code appearing on your Apple TV screen. Each user will have their own unique code. Go to your computer and open a browser such as Chrome, Firefox, or Safari. In the address bar, type http://pbs.org/activate.   Enter the seven-character activation code in the textbox provided. This is NOT your Passport activation code. Click Continue. You are taken to a new page asking you to sign in with a Google, Facebook, or PBS account.  Choose the same account you used when you activated Passport. If you sign in with a different email address, you will not be signed in with your Passport account and will be unable to watch Passport videos. Return to your Apple TV. It has been automatically updated and you can begin watching Passport videos.
Thu, 3 May, 2018 at 11:28 AM