Record the screen and the existing account
Write down the LG model, app version if visible, exact message and the email used for the current membership. The important distinction is whether you already have an active subscription whose identity the television is failing to recognise.
For a practical comparison, use the same account through another supported route if available and note whether it is recognised there. That observation does not itself repair the LG app, but it makes the support question clearer. Avoid changing to a new email simply because the old-platform interface does not recognise the current account.
Use the publisher’s regularisation route
The official LG article says these are two different systems and directs affected subscribers to its Support Center, identifying the registration email and that the problem is the LG television app. It describes support regularising the account during the transition.
Contact the publisher through its current official help channel and keep the account details private. Do not interpret an entitlement message as an instruction to pay again. The publisher’s general TV guide separately advises against creating another subscription to fix access and recommends reporting the model, message and active membership state.
Keep the temporary status dated
The checked article calls the situation temporary, pending the new app’s release in LG’s store. This guide records that October 2026 documentation; it does not claim a release date or promise the old/new split will persist indefinitely. Recheck the current LG help if the store offers a newer app.
After assistance, confirm the intended account and screen rather than assuming a generic reinstall resolved entitlement. If the problem continues, provide the earlier support reference and any changed message. This article is based on current official transition guidance and contains no account regularisation, app installation or playback test.
Questions about this guide
Can the old LG app show no subscription for an existing subscriber?
Yes. The checked transition help explicitly describes that situation.
Does the publisher recommend a second subscription as the fix?
No. It directs affected subscribers to support for account regularisation.