# App unlocking problem
**URL:** https://forums.plex.tv/t/app-unlocking-problem/858335
**Category:** Remote Access
**Tags:** android-mobile-legacy
**Created:** [November 1, 2023, 12:02pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335 "2023-11-01T12:02:46Z")
**Posts on this page:** 8
**Page:** 1
### Author:  [@ianrha](https://forums.plex.tv/u/ianrha)
#### Post date: [November 1, 2023, 12:02pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/1 "2023-11-01T12:02:46Z")
I was able to see the 30 seconds of a movie from my hard drive when i was out about via mobile network but decided to unlock the app to see more now when i open up the app its saying my hard drive is off line which its not , i have checked to see if the play store and app are on the same email account…please help …sorry if this query has already been answered…couldn’t find on the forum
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### Author:  [@dane22](https://forums.plex.tv/u/dane22)
#### Post date: [November 1, 2023, 12:22pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/2 "2023-11-01T12:22:11Z")
This is an account issue, so I suggest you create a ticket with our billing team here:
[https://www.plex.tv/contact/?option=plex-pass-billing](https://www.plex.tv/contact/?option=plex-pass-billing)
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### Author:  [@ianrha](https://forums.plex.tv/u/ianrha)
#### Post date: [November 1, 2023, 12:25pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/3 "2023-11-01T12:25:07Z")
Ok thanks will try that…even though i did contact them in the first instance and they sent me to a technical forum
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### Author:  [@dane22](https://forums.plex.tv/u/dane22)
#### Post date: [November 1, 2023, 12:36pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/4 "2023-11-01T12:36:18Z")
You got an answer from the billing team 😉
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### Author:  [@ianrha](https://forums.plex.tv/u/ianrha)
#### Post date: [November 1, 2023, 12:40pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/5 "2023-11-01T12:40:36Z")
Yes … just need to try what they suggested
Thank you
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### Author:  [@ianrha](https://forums.plex.tv/u/ianrha)
#### Post date: [November 1, 2023, 8:40pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/6 "2023-11-01T20:40:19Z")
My app can now see my hard drive when im on mobile as well as wifi but i cannot play anything on mobile, i get a play back error.
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### Author:  [@dane22](https://forums.plex.tv/u/dane22)
#### Post date: [November 1, 2023, 9:26pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/7 "2023-11-01T21:26:32Z")
If the playback error is that you can maximum watch for 1 minute, then respond to your billing ticket, and if not a different issue =\> new forum post
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### Author:  [@dane22](https://forums.plex.tv/u/dane22)
#### Post date: [November 1, 2023, 9:27pm UTC](https://forums.plex.tv/t/app-unlocking-problem/858335/8 "2023-11-01T21:27:01Z")