# Pairing doesn't work

Pairing fails in one of two places: the TV shows no code, or the portal doesn't accept it. Find your case below. The code has six characters and changes every minute, so always type the one the TV shows right now.

> **Type:** troubleshooting
> **For:** anyone setting up a display
> **Prerequisite:** the Owner or Manager role, and a free seat
> **Where in the portal:** **Displays** › **Pair display**

## The TV shows no code

| What you see | Cause | What to do |
|---|---|---|
| Nothing, the TV stays black | No power, a loose cable, or the wrong input | Check the power supply, the HDMI cable, and the input, see [The display is black or shows no picture](/help/black-screen). |
| A setup card with a QR code | The player has no network and opened its own setup Wi-Fi. | Scan the card and enter your Wi-Fi, or plug in a network cable, see [Connect to the network: cable, Wi-Fi, company network, time](/devices/connect-network). |
| Empty tiles instead of characters | The player has no internet yet. | Check the network. The code appears as soon as the connection works. |
| **Loading the program** or your content | The device is already paired. | Look for it under **Devices**. |
| **No display is set up for this screen yet** | The second TV of a player that already belongs to you | No code is needed. Click **Create second display** on the device page. |

## The portal doesn't accept the code

![The Enter code step in the “Add a display” dialog after a rejected code: the six input fields (1), above them the message “Pairing could not be completed — We do not know this code.” (2), and at the bottom the state of the booked displays (3)](/help/bilder/54a76762-pairing-code-rejected.png)

| Message | Cause | What to do |
|---|---|---|
| “We do not know this code. Check the six characters on the display.” | A typo. The code has no O, 0, I, or 1. | Read it again. 2 and Z, 5 and S, 8 and B are easy to mix up. |
| “The code has expired — please enter the one currently displayed.” | The code changed more than five minutes ago. | Enter the code the TV shows right now. |
| “No device was found for this code.” | The device has stopped showing this code. | Check that the device is on and shows a code. |
| “This device has already been paired.” | The device belongs to an organization. | If it is yours, it is under **Devices**. To move it, use **Re-pair …** there, see [Re-pair, reset, remove, or report a device as lost](/devices/device-lifecycle). |
| “Every booked display is paired.” or “Your contract does not cover more displays.” | All seats are taken. | Click **Book another display**, or remove a display you no longer need. |
| “Web displays are not enabled for your contract.” | Your contract doesn't include web displays. | Pair a player instead, or book web displays. |

## Related

- [Pair a display](/displays/pair-display)
- [The pairing screen and other messages on the display](/devices/pairing-screen)
- [Change your contract: displays, package, add-ons](/billing/change-contract)