A number of issues could be preventing you from logging into Gem.
At times temporary network issues may prevent you from logging into Gem, so please be patient, ensure that your network is running properly, and try logging back in after a few minutes.
If the issue persists after a few minutes, here are some troubleshooting tips which will hopefully get things working for you again.
How do I log in to the CBC Gem website?
How can I reset or update my Gem password or change my email address?
How do I log in to the CBC Gem website?
Please refer to this article on how to log into the new CBC Gem website.
How can I reset or update my Gem password or change my email address?
Please refer to this article on how to reset your Gem password or change the email address associated with your Gem account.
Supported Device
Are you using a device that is supported on Gem?
Some devices such as Chromebooks, Android media boxes not running the Android TV operating system, and Smart TV web browsers are not fully supported on Gem. You will most likely experience login, as well as streaming issues if using an unsupported device.
You can see a list of supported devices by clicking here
Error #LR-1198
If you encounter an undefined (Error #LR-1198) message, this means you have attempted to log into your account with an incorrect password more than 4 times in a row.
After the 4th incorrect attempt, your account will lock you out for an hour.
If you need to update your password, please use the forgot password link here
Web browser - common issues
If you're trying to access the Gem website via a web browser, there are a few things you can check.
- Ensure that you are logging in with the proper credentials. If you have multiple accounts, please check that you are logging in with the correct password for the account you are trying to use.
- If you're allowing your device to automatically fill in your login information for you, try manually entering in your login credentials instead.
- If you are experiencing issues with social login (Apple, or Google), try logging in using your email address instead.
- If you have any ad-blockers (Ad-Blocker, Ad Blocker Plus...), anti-virus software (Bitdefender, Kapersky...), or a VPN running on your device or network, please disable them to see if this clears up your login issues.
- If you have cookies disabled please turn them back on. We use cookies to store your login data so you do not have to continuously sign back into Gem every time you visit the site.
- You can also try using another web browser to see if the issue persists there.
Here are some links to the latest versions of Firefox and Google Chrome web browsers for your convenience:
Firefox: https://www.mozilla.org/en-US/firefox/new/
Google Chrome: https://www.google.com/chrome/browser/desktop/index.html
Gem app - common issues
If you're trying to access Gem via the Gem app for iPad/iPhone, Apple TV, Android, Android TV, Fire TV, Samsung TV, LG TV, Roku, or Xbox, there are a few things you can check.
- Ensure that you are logging in with the proper credentials. If you have multiple accounts, please check that you are logging in with the correct password for the account you are trying to use.
- If you're allowing your device to automatically fill in your login information for you, try manually entering in your login credentials instead.
- If you are experiencing issues with social login (Apple, or Google), try logging in using your email address instead.
- If you have any ad-blockers, anti-virus software, or a VPN running on your device or network, please disable them to see if this clears up your login issues.
- Ensure that your device does not have any pending operating system updates which need to be installed.
-
If you're still experiencing issues, please try deleting the app, powering off your device for a minute, and then reinstalling the app. This will help ensure you have a clean installation of the most recent app version on your device.
If you're still experiencing issues after trying the suggestions please contact Gem support here