Recognise the split between two playback routes
A useful starting observation is that a complete on-demand episode plays in Safari while the live channel remains on a blank screen or blue X. ITV’s help article describes this particular combination. It attributes the live launch failure to restrictions applied by macOS Low Power Mode. That is narrower than saying Safari cannot play ITVX or that the account has lost access.
Try the documented local change
ITV offers a different supported browser as one route, or temporarily switching off Low Power Mode on the Mac and refreshing the live page. Its instructions point to the battery controls in System Settings. Follow the controls actually shown by your macOS version. Do not alter router security, payment details or the postcode merely because a battery-related test is available.
Make the comparison useful
Keep the same live channel and account for the before-and-after comparison. Otherwise a successful test on an unrelated programme does not isolate the change. If the live player starts after changing the power setting, note that result alongside the Safari and macOS versions. ITV says the energy-saving mode can be re-enabled after the live stream has started; this is its documented workaround, rather than a general promise about all playback faults.
Escalate a different outcome accurately
If the screen stays blank, report that the specific Low Power test did not resolve it. Explain whether on-demand still works and whether another browser plays the same live channel. These observations let support distinguish the documented Safari launch case from a wider incident. Avoid sending passwords or account recovery messages with a screenshot of the player.
Questions, answered
Does this diagnosis cover every ITVX black screen?
No. The documented case concerns live ITVX on Mac Safari with Low Power Mode.
Should I reset my account first?
Use the matching local playback test before treating this symptom as an account problem.