Why can't I access the premium features and content even if I have subscribed to SuperPass or own RealPlayer Cloud Premium?

Symptoms

You are unable to access your Premium Features.

Solutions

First make sure that you are signed in to RealPlayer Cloud. If the problem persists, you may need to delete and reset your cookies (files that contain information about your account).

Solution 1: Check to see that you have signed in to RealPlayer Cloud.

1. Click .
2. Look for one of these two options:
   
   - If you see Sign out, you are already signed in.
   - If you see Sign in, choose this option to sign in.

Solution 2: Enable cookies in RealPlayer Cloud.

1. Click and select Preferences.
2. Select Connection > Internet.
3. Ensure that Enable RealPlayer Cloud Cookies is selected.
4. Click OK.

Note: If you do not enable cookies, features and services are unavailable.

Solution 3: Correct your computer's system date.

If, after signing in successfully, you are immediately asked to sign in again and the Sign in option is still visible from the menu, then your computer may have an incorrect system date (such as November 2019) that is interfering.

Each time you sign in, sets a player cookie, which gives you features and content access. This cookie is coded with an expiration date. If the system date is after this expiration date, the cookie instantly expires and you are automatically signed out as soon as you sign in.

1. Right-click the clock in the lower right hand corner of your screen.
2. Select Adjust Date/Time.
3. Make sure the date is correct.
4. Click OK, and then sign in again.

Solution 4: Delete and reset your cookie.

1. If RealPlayer Cloud is open, close it.
2. On your keyboard: Hold down the Windows key and press the letter R.
3. In the Run box that opens, type %appdata%
4. Click OK.
5. Double-click the Real folder.
6. Double-click the RealPlayer Cloud folder.
7. Right-click the cookies.txt file.
8. Select Delete.
9. Close the window.
10. Start RealPlayer Cloud.
11. Sign in to create a new cookie file.

You should now be able to access the premium features and services.