Help & support

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Now That’s TV Plus moved to a new platform. Search below or pick a topic, and let’s get you watching again.

Signing in

8 articles

Let's get you signed back in. When Now That's TV moved to its new platform, passwords couldn't come across, but your email address did. That's all you need to get back in.

Enter the email address on your account.
Ask for a sign-in link.
Open the email and tap the link. You're signed in.

The link works once and lasts 1 hour. If it's expired, please ask for a new one.

In the app

Tap Send me a sign in link rather than Sign in with password. See Signing in on the iPhone or Android app.

On Roku

Signing in with an email and password shows Sorry, we can't find an account with the email address or the password is incorrect. The code on the Sign in screen gets you in instead. See Signing in on a TV device.

On the website

Enter your email and click Send me a sign in link.

Want a password anyway?

You can set one if you'd like, though the link works without it. See Setting a password.

If that doesn't do it, our team is happy to help.

Let's track it down. Please check your spam or junk folder first. We're a new sender, so filters often catch the first email.

Still nothing?

Check the address for typos.
Work and school addresses sometimes block it. A personal address usually gets through.
There's no need to keep pressing resend. Each request sends the same link, so a new one won't arrive any faster.

If nothing arrives after a couple of tries, our team can help you find the account.

Links last 1 hour from your first request and work once. Here's how to get a fresh one:

Ask for a new link.
Open it straight away.

If your email app opens the link in its own browser, like Gmail or Facebook do, that's fine. You'll be signed in there.

Already used a link? Each one works only once, so please ask for another.

If a fresh link still won't work, our team is happy to help.

You can set a password whenever you like. The emailed sign-in link works without one, and it's quicker, with nothing to forget.

In the app

On the sign-in screen, tap Sign in with password, then Set new password.
Enter your email address and tap Continue.
Check your inbox and tap the link to choose a password.

Already signed in? Tap More → Edit Profile → Manage Password → Set password via email.

On the website

On the Sign In page, choose Sign in with password, then Set new password.
Enter your email and click Send Instructions.
Open the email, click Reset Password, and choose a new password.

Already signed in? Click your picture at the top right, then Purchases & payments, and open the Profile tab. Under Secure sign in, click Set new password, then Continue via email.

If the email doesn't arrive, our team is happy to help.

Here's how to sign in on the app. It emails you a link that signs you in, so there's no password to remember.

Tap More at the bottom right, then Sign In.
Enter the email address on your account and tap Send me a sign in link.
Check your inbox and tap the link in the email.

Wrong address? Tap Change email address at the bottom of that screen.

Sign in with password only works if you've set a new password since the move. If the app says you're not a member once you're in, please use Restore Purchase.

If the email doesn't arrive, our team is happy to help.

The sign-in link can only reach the address on your account, so our team will sort this out with you.

They'll confirm it's you another way, with details like:

when you signed up
how you paid
the last few digits of your card

Then they can move the account to an email address that works.

Thanks for your patience. During the launch, some inboxes (Gmail especially) slow down email from a new sender. A sign-in link can arrive an hour or more late, and by then it may have expired, since links last 1 hour and work once.

What helps:

Wait for the email. There's no need to keep asking. A new request sends the same link again, and it won't arrive any faster.
Open it as soon as it arrives. The link runs out an hour after your first request, not your latest one.
Expired too? Ask for one more and open it straight away.

Sent two and neither arrived? Our team can get you in another way, since a third request won't help.

It's easy to lose track of which address you used. The address on your account is the one you used when you first subscribed, which is often not the one you use today.

Ones that are easy to forget:

an older personal address
a partner's address
a work address you've since left

Ask for a sign-in link to the address you think it is. If nothing arrives, try the next one. You can try up to three.

To protect your privacy, we can't confirm whether an address has an account. If three addresses haven't worked, our team can find the account another way, using when you subscribed and how you paid.

Still signed in somewhere?

A phone or Roku that's still signed in shows the account's email address.

Phone app: tap More → Edit Profile. The address is under Personal, next to Email.

Roku: Settings → Account.

Switch accounts

Sign out first, then sign in with the other address.

Phone app: More → Logout → Yes.

Roku: Settings → Sign out.

Apps and devices

12 articles

You can watch Now That's TV on lots of devices. There are apps for:

iPhone and iPad
Roku
Android phones and tablets
Fire TV
Google TV and Android TV
Apple TV

Any modern web browser works too.

There's no Samsung TV app yet. In the meantime, you can plug in a Roku, Fire TV or Apple TV, or cast from your phone.

Please sign in with the same email address on every device. If an app says you're not a member, use Restore Purchase.

Questions about your device? Our team is happy to help.

Signing in on a TV works with a code. You'll enter the code on your phone or computer rather than on the TV.

How the code works

On your phone or computer, go to nowthatstv.uscreen.io/connect. Or scan the QR code on the TV with your phone's camera.
If it asks you to sign in, choose Send me a sign in link. Open the link from the email on the same phone or computer. It brings you back to the code page.
Enter the code showing on your TV, if it isn't filled in already.

The TV signs in a few seconds later.

Roku

Press left on the remote to open the menu. Choose Settings, then Log in.
On the welcome screen, choose Sign in.
A code shows on the TV. Go to nowthatstv.uscreen.io/connect on your phone or computer, or scan the QR code, and enter the code, as above.
Back on the TV, choose Confirm.

Sign in with email address asks for a password. Passwords couldn't come across in the move, so the code is the way in unless you've set a new password.

If the TV doesn't sign in, our team is happy to help.

Let's get your membership showing in the app. If you subscribed through Apple, Roku, Google Play or Amazon, the new app needs to be linked to that subscription once. Restore Purchase does this, and it takes about a minute.

iPhone, iPad and Android

Please update the app first. If the store shows no update, delete the app and install it again.

When the app opens, tap Current Member? Restore Your Account. If it shows Become a member today! instead, tap Already a subscriber? at the bottom. On the sign-in screen, the Restore Purchase link does the same.
Enter the email address on your Now That's TV account and tap Continue.
Check your inbox and tap the link in the email. It confirms your address and signs you in.

It finds the subscription through the Apple ID or Google account signed in on the phone, so that has to be the one that pays.

Roku

A locked show says Play with subscription instead of Play.

After a free preview, it says Unlock full access.

Sign in first. Restore only works once the Roku is signed in to your Now That's TV account.

If the app opens with Everything you watch is still here, choose Sign in to restore access.

Then sign in with the code on the TV. See Signing in on a TV device. Once you're signed in, the app links your Roku subscription for you and opens Home. The menu on the left now shows Favorites, Playlists and History too.

Browse videos skips signing in, so shows stay locked. The screen comes back the next time you open the app.

Still locked after signing in? Please close the app and open it again, because it checks for your subscription each time it starts. If shows are still locked, restore it yourself:

Press left on the remote to open the menu, then choose Settings at the bottom.
Choose Subscription plan.
At the bottom, under Already have subscription?, choose Restore purchase. It uses the Roku account that pays for the subscription.

If Settings only shows Log in and Exit, you're not signed in yet.

Fire TV and Android TV

Open the app and sign in. On Fire TV, sign in from Account.
Play a locked video and choose Subscribe.
On the checkout page, choose Restore Purchase. There's no need to buy again. It uses the Amazon or Google account signed in on the TV.

Apple TV

Open the app and select Account, then sign in.
Choose Restore Purchase. It uses the Apple ID signed in on the Apple TV.

What happens next

It worked. If it locks again after an update, the same step fixes it.
It sent you to sign up. The store found no active subscription under the account signed in on the device. Either the subscription lapsed, or a different store account pays. Sign in to the store with the account that pays and restore again. If you know you're still paying, our team can check.
Still locked, or an error about validating your purchase. Please confirm the device is signed in to the store account that pays. If it is, our team will take a look. It helps to have these ready: your receipt from Apple, Google, Roku or Amazon (the order or transaction ID helps most), the email address on your account, and your device.

Restoring is only for app store subscriptions. If you subscribed on the website, there's nothing to restore. Please sign in to the app with the same email address and we'll email you a link.

When Restore Purchase sends you to sign up, the app store found no active subscription under the account signed in on that device. That answer comes from the store, not from a Now That's TV decision or a fault in the app.

Two usual reasons:

It ended. The subscription lapsed, or a payment failed. Subscribing again in the app or on the website starts it again.
A different account pays. Another Apple ID, Google account, Roku or Amazon account, often a partner's or an old one. Sign in to the store with that account and restore again.

Sure you're still being charged? Our team can check which account pays and whether the subscription is active, which nothing in the app can see.

Restore Purchase only works with the store account that pays, so it helps to check which one that is. Here's where to look on each device.

iPhone and iPad

Settings → your name → Subscriptions. If Now That's TV is listed, that Apple ID pays.

In the Now That's TV app: More → Account → Purchases. You have an active web subscription means you pay on the website.

Roku

Go to my.roku.com → Manage Subscriptions. Or highlight the channel on your Roku and press ✱.

In the app, Settings → Subscription plan tells you too:

Subscription is active, with a note to manage it where it was activated, means it wasn't bought on this Roku.
A price, with my.roku.com/account/subscriptions under it, means Roku takes the payment.

Android

Play Store → profile icon → Payments & subscriptions → Subscriptions.

Fire TV

On amazon.com: Your Memberships & Subscriptions.

Not in any of those? Then you bought it on the website, so there's nothing to restore. Please sign in to the app with the same email as the website.

If you're still not sure, our team is happy to help.

Here's where to find the new Now That's TV app. It's in every app store except Samsung's. Had the old app? Please remove it first so you don't end up with two.

iPhone, iPad and Android

Search Now That's TV in the App Store or Google Play and install it. Delete the old app first.

Roku

Press Home, go to Streaming Channels, and search Now That's TV.
Choose Add channel.

Old channel still there? Highlight it, press ✱, then Remove channel.

Fire TV

From the home screen, choose Find, then Search.
Type Now That's TV and choose Get.

Please uninstall the old version first, from Settings → Applications → Manage Installed Applications.

Google TV and Android TV

Open the Google Play Store on the TV, search Now That's TV, and install it.

Apple TV

Open the App Store, search Now That's TV, and install it.

Samsung TV

There's no app yet. In the meantime, you can plug in a Roku, Fire TV or Apple TV, or cast from your phone.

After the platform move, the old app can disappear, grey out, refuse to update, or reject your sign-in. The fix is the same on every device:

Delete the app.
Restart the device.
Install it again from the store.
Sign in. If you pay through the app store, use Restore Purchase after signing in.

Not in the store at all? Check you're in the right store for your device, and that the device is up to date. Samsung TVs don't have an app yet. Otherwise, our team is happy to help.

The web browser built into a smart TV isn't supported. It may load, but videos often won't play, freeze, or won't let you sign in. That's because TV browsers aren't updated often, and many can't play newer video.

Any of these will get you watching on your TV:

The Now That's TV app on Roku, Fire TV, Google TV, Android TV or Apple TV. See Finding the new app on your device.
Chromecast from the phone app or Chrome. See Watching on your TV with Chromecast.
AirPlay from an iPhone, iPad or Mac. See Watching on your TV with AirPlay.
An HDMI cable from your computer to the TV.

If you don't see a cast or AirPlay button, please check that both devices are on the same Wi-Fi, and that your TV supports it. If you're still stuck, our team is happy to help.

Let's get your Roku playing smoothly. If it's freezing, skipping, playing sound out of sync, or showing a blank screen, setting the display type by hand can fix it.

Press Home on the Roku remote.
Go to Settings, then Display Type.
Choose 720p. The Roku checks the HDMI connection, and the screen may go blank for a moment.
Choose OK, go to 720p HD.

These steps are for Roku players plugged into a TV. A Roku TV sets its display type by itself, so there's no setting to change there. If that doesn't do it, our team is happy to help.

You can play a video from your iPhone, iPad or Mac on an Apple TV or an AirPlay TV. Both need to be on the same Wi-Fi.

iPhone and iPad app

Open a video in the Now That's TV app.
Tap the AirPlay button at the top of the player.
Choose your Apple TV or AirPlay TV.

Safari on a Mac, iPhone or iPad

On the website, AirPlay works in Safari only.

Open the website in Safari and sign in.
Play a video and click the AirPlay button in the player.
Choose your Apple TV or AirPlay TV.

Not working?

Device not in the list: please check both are on the same Wi-Fi.
Video won't play: try restarting your device and the Apple TV or TV.
No AirPlay button: try updating iOS or macOS, and check that your TV supports AirPlay 2.
Buffering: a faster, steadier Wi-Fi connection helps.

For setting up AirPlay itself, Apple Support has the steps. On an Apple TV, the Now That's TV app is smoother than AirPlay. If AirPlay still won't work, our team is happy to help.

You can play a video from your phone or computer on your TV with Chromecast. Both need to be on the same Wi-Fi.

Phone app

Open a video in the Now That's TV app.
Tap the cast button at the top of the player.
Choose your Chromecast or TV from the list.

Computer

Casting from a computer works in the Google Chrome browser only.

Open the website in Chrome and sign in.
Play a video and click the cast button in the player.
Choose your Chromecast or TV.

What you need

A Chromecast (2nd generation or newer), Chromecast with Google TV, or a TV with Chromecast built in
The latest software on the Chromecast or TV, because older Chromecasts can have trouble playing newer videos

Not working?

Device not in the list: please check both are on the same Wi-Fi.
Video won't cast: try restarting the Chromecast, the TV, and your phone or computer.
No cast button: try updating the app or Chrome, and check that your TV supports Chromecast.
Buffering: a faster, steadier Wi-Fi connection helps.

For setting up the Chromecast itself, Google's Chromecast Help Center has the steps. Where there's a Now That's TV app for your TV, it's smoother than casting. If casting still won't work, our team is happy to help.

Our team may ask for your Roku model to help fix a problem. Here's where to find it.

Press Home on your Roku remote.
Go to Settings.
Choose System, then About.

The About screen shows the model number. If you can't find it, our team is happy to help.

Membership and billing

17 articles

Each email address can have only one account.

Think you already have one? Please ask for a sign-in link to that address rather than making a new account. A new account won't have your subscription or history.

If the link doesn't arrive, our team is happy to help.

Here's how to pause or cancel a subscription bought on the website. Bought in an app? Apple, Google Play, Roku or Amazon have to cancel it, and cancelling here won't stop them charging. See Cancelling or refunding a subscription bought in an app.

Cancel

Sign in on the website.
Click your picture at the top right, then Purchases & payments.
Next to your membership, click Manage.
Click End Membership, then choose End Membership again.
Answer the short survey if one shows, then confirm.

Please stay on the page until you see the confirmation. If you close the window before it, the cancellation doesn't finish. After you confirm, you keep access until the end of the time you've paid for.

Pause instead

Follow steps 1 to 3 above, then click End Membership.
Choose Pause.
Pick 1, 2 or 3 months and click Pause.

A pause starts at the end of your current billing period. You can pause once every 12 months, on monthly, quarterly, semi-annual and annual plans. While paused, you aren't charged and you can't watch. Click Resume to come back early.

If anything doesn't look right, our team is happy to help.

You can change your plan or card on the website. Bought in an app? That store handles the change instead.

Sign in on the website.
Click your picture at the top right, then Purchases & payments.

Change plan

Next to your membership, click Manage, then Change Plan.
Pick the new plan and click Subscribe Now.
Check the price, then click Change Membership.

Time you haven't used on your old plan becomes credit toward the new one.

Update your card

Scroll down to Payment Method and click Change Payment Method.
Enter the new card details and click Save Changes.

Nothing changes until you click Save Changes.

If anything doesn't look right, our team is happy to help.

Most declines come from the card company rather than from us.

Call your card company and let them know the purchase is valid. Many cards block online purchases until you do.
Try a different card. Some cards refuse repeat subscription charges.

If it still won't go through, our team is happy to help.

We know this may not be the answer you were hoping for. Now That's TV's policy is that all sales are final, so we can't refund website subscriptions.

If you cancel, you won't be charged again, and you keep access until the end of the time you've already paid for.

Charged by mistake? Charged twice, charged after cancelling, or charged an amount that doesn't match your plan is a billing error, not a refund request. Our team will look into it and put it right.

Bought in an app? Apple, Google Play, Roku or Amazon handle refunds under their own rules, and Now That's TV can't overturn them. See Cancelling or refunding a subscription bought in an app.

Here's how to cancel or ask for a refund when you subscribed in an app. Whoever took your payment is the only one who can cancel or refund it. That means Now That's TV can't cancel or refund an app subscription, and cancelling on the website won't stop the store charging.

Not sure which? Your receipt names Apple, Google or Now That's TV. A store subscription also shows in that store's own subscriptions list.

Apple (iPhone, iPad, Mac)

To cancel:

Open Settings and tap your name at the top.
Tap Subscriptions, then Now That's TV.
Tap Cancel Subscription and confirm.

For a refund, go to reportaproblem.apple.com and sign in with the Apple ID you paid with. Find the purchase and choose Request a Refund. Apple usually replies within a few days. The decision is Apple's, and Now That's TV can't overturn it.

Plan changes are on the same Subscriptions screen. Receipts are on reportaproblem.apple.com.

Roku

To cancel:

Press Home and highlight the Now That's TV channel.
Press ✱ and choose Manage subscription.
Choose Cancel subscription.

Or go to my.roku.com → Manage Subscriptions. Your purchase history is there too, and refunds go through Roku. In the app, Settings → Subscription plan shows the same address.

Google Play (Android)

To cancel:

Open the Play Store and tap your profile icon.
Tap Payments & subscriptions, then Subscriptions.
Tap Now That's TV, then Cancel subscription.

For a refund, use Google Play's refund request form. Google usually reviews it within about 48 hours, and the decision is Google's. Receipts are in Payments & subscriptions → Budget & history, or at wallet.google.com.

Amazon (Fire TV)

To cancel:

Go to Your Memberships & Subscriptions on amazon.com.
Find Now That's TV and click Manage Subscription.
Click Cancel Subscription.

Receipts are under Your Orders → Digital Orders. Refunds go through Amazon.

Not in that store's list? Then you bought it on the website. Now That's TV handles that one, so please ask our team about a refund on it.

You can still cancel without signing in. A member of our team can cancel for you. They'll check a few details, cancel, and confirm by email.

Pay through an app store? Only the store can cancel, and it doesn't need your Now That's TV sign-in:

Apple: Settings → your name → Subscriptions
Roku: my.roku.com → Manage Subscriptions
Google Play: Play Store → profile → Payments & subscriptions
Amazon: Your Memberships & Subscriptions

Pay on the website? Our team can cancel it for you. Ask to talk to our team and let them know you'd like to cancel.

Here's why your statement looks different. Since Now That's TV moved platforms, membership charges show a new name on card statements. A membership you've had for years can look like something new. The amount and the billing day stay the same.

If the name is the only change, that's the explanation.

It's a billing error if:

the amount or date doesn't match your plan
there are two charges close together
you were charged after cancelling

Our team will look into that. Only someone with your account in front of them can say what a specific charge is.

Pay through Apple, Google Play, Roku or Amazon? The charge comes from that store, under its name. Please ask the store about it.

Your membership and your email address came across in the move to the new platform. Some things didn't, and we're sorry for the extra step that means.

Came across:

your membership
the email address on your account

Didn't come across:

passwords, which is why sign-in works by emailed link now
favourites and custom playlists
where you left off in a series

Every show is still here. You can build your favourites and playlists again as you watch.

A purchase or a show you paid for isn't showing? That's different. Please let us know, and our team can check the account and put it right.

Saving favourites again

Favorites starts empty in the new app. That's expected.

Phone app: open a video, tap Save, tick Favorites, then Done.

Roku: open a show and choose Add to favorites.

Thanks for checking. Where to look depends on where you subscribed, because a cancellation on the website doesn't cancel an app store subscription, and the other way round.

Subscribed on the website

Sign in on the website.
Click your picture at the top right, then Purchases & payments.
Look at your membership:

Pending Cancellation means it's cancelled. It ends at the end of the time you've paid for, and you won't be charged again.
No membership listed means it has already ended.

You may get a confirmation email too. If you don't see it, it's worth checking spam. If the membership doesn't say Pending Cancellation, the cancellation didn't finish, so please cancel again. Pausing or cancelling a subscription bought on the website has the steps.

If you paused instead, a paused membership is still active. To cancel it, click Manage, then End Membership.

Subscribed in an app

The store is the place to check this.

Apple: Settings → your name → Subscriptions. If Now That's TV isn't under active subscriptions, it's cancelled.
Roku: press Home, highlight the Now That's TV channel, press ✱, then Manage subscription.
Google Play: Play Store → profile → Payments & subscriptions → Subscriptions.
Amazon: Your Memberships & Subscriptions. Canceled means it's no longer active.

Cancelling or refunding a subscription bought in an app has more detail. If you're still not sure, our team is happy to help.

You can apply a coupon while you change plans. This works on the website only, since coupons don't work on subscriptions bought through Apple, Google Play, Roku or Amazon.

Sign in on the website.
Click your picture at the top right, then Purchases & payments.
Next to your membership, click Manage, then Change Plan.
Pick the new plan and click Subscribe Now.
Click Apply a Coupon, enter the code, and click Apply.
Click Change Membership to confirm.

If you're moving to a cheaper plan, the time you haven't used becomes credit, and new charges start once it runs out. If a coupon won't apply, our team is happy to take a look.

Before you go ahead, please know that deleting your account removes your details for good. You won't be able to sign in again, and it can't be undone.

Deleting doesn't cancel your subscription. Please cancel it first, or the charges will continue. See Pausing or cancelling a subscription bought on the website, or Cancelling or refunding a subscription bought in an app.

Phone app

Tap More → Edit Profile.
Scroll down and tap Delete account.
Tap Delete account again to confirm.

Website

Sign in on the website.
Click your picture at the top right, then Purchases & payments, and open the Profile tab.
Scroll to the bottom. Under Danger Zone, click Delete My Account.
Tick I confirm that I want my account deleted. Then click Delete Account, the small link under Cancel Membership.

If you'd like a hand with any of this, our team is happy to help.

Here's where to find your receipt. It depends on where you subscribed.

Subscribed on the website

Sign in on the website.
Click your picture at the top right, then Purchases & payments.
Scroll down to Payment Method and click Invoice History.
Click Open Receipt next to the invoice you want.

All your past invoices are in Invoice History. If one is missing, please check that you're signed in to the account that was charged.

Subscribed in an app

The store keeps the receipt, so the store is the one that can send it to you.

Apple: reportaproblem.apple.com
Roku: my.roku.com → Purchase History
Google Play: Play Store → profile → Payments & subscriptions → Budget & history, or wallet.google.com
Amazon: Your Orders → Digital Orders

If you can't find the one you need, our team is happy to help.

To get notifications, they need to be on in two places, the app and your phone's settings.

In the app

Tap More → General, and turn on Allow notifications.

On iPhone and iPad

Open Settings → Notifications.
Tap Now That's TV.
Turn on Allow Notifications.

On Android

Open Settings → Apps, or Apps & notifications.
Tap Now That's TV, then Notifications.
Turn on Allow notifications.

Still nothing? It's worth checking Focus, Do Not Disturb and Battery Saver, since each can block notifications. If that doesn't do it, our team is happy to help.

Here's how to use a coupon code. Codes work on the website only, not on subscriptions bought through Apple, Google Play, Roku or Amazon, and you can use one code per purchase.

At checkout, click Enter Coupon/Gift Code.
Enter the code and click Apply.
Fill in the rest and click Purchase Membership.

If the code doesn't cover the full price, you'll pay the rest by card.

If you're already a member, Using a coupon when you switch plans has the steps. If a code won't apply, our team is happy to take a look.

You can stop marketing emails by clicking Unsubscribe at the bottom of any of them.

Or turn them off on the website:

Sign in on the website.
Click your picture at the top right, then Email notifications.
Untick Marketing Emails and click Save Changes.

You'll still get emails about your account, like sign-in links. If marketing emails keep arriving, our team is happy to help.

Account is on hold means a payment failed, and you can watch again once the payment goes through.

Subscribed on the website

Enter your card details on the On Hold page.
Click Update payment.

If your card was declined before, the same card will probably be declined again. Your bank can tell you why, or you can use a different card.

If you'd rather not keep the membership, click End Membership on the On Hold page. That stops future charges.

Roku

In the app, Settings → Subscription plan shows Subscription on Hold. Choose Do recovery to fix the payment with Roku.

Other app stores

Apple, Google Play and Amazon hold the payment, so please update your payment details in that store. Cancelling or refunding a subscription bought in an app has more detail.

If it's still on hold after that, our team is happy to help.

Watching

11 articles

Let's get it playing. Buffering usually comes from the internet connection, and about 25 Mbps is best for smooth streaming.

Try these in order:

Refresh the page, or close and reopen the app.
Try a different browser, or the app.
Try a different network. Mobile data instead of Wi-Fi is a quick test.
Clear your cache, and turn off any VPN or ad blocker.

Roku

Network problem detected means the Roku can't reach the internet. Please check the connection in the Roku's own Settings, then open the app again.

Still failing on every device and network? Let us know, and our team will take a look.

You can turn captions on from the player while a video is playing.

iPhone and Android

Tap the video to show the controls. Then tap the captions button at the top right, next to the cast and AirPlay buttons.

Roku and Fire TV

Press down or select during playback and choose captions or CC. Not there? Press ✱ or the menu button and look for Closed captions or Accessibility.

Apple TV

Swipe down on the remote during playback.

Website

Click the captions button at the bottom right of the player, next to the settings gear.

Cut off or too small

Caption size and style come from your device, not your account. You can change them here:

On iPhone, iPad and Apple TV, go to Settings → Accessibility → Subtitles and Captioning
On Roku, go to Settings → Accessibility → Captions style
On Fire TV, go to Settings → Accessibility → Captions

No captions option at all? That video may not have captions yet, and our team can check. If captions keep turning off between episodes, or are cut off on every device, please let us know.

You can download videos in the iPhone and Android app to watch offline. The website streams only.

Open a video. In the row of buttons under the title, swipe left and tap Download.
Pick a quality. Higher quality takes more space. A 40-minute episode is about 840MB at 720p and about 210MB at 270p.
The app says how long the video stays available offline.
Find your downloads under Downloads, along the top of the Shows tab.

Remove a download

Open the video, tap Downloaded, then Remove.

Download without Wi-Fi

Downloads only happen on Wi-Fi unless you turn off Download only via Wi-Fi. It's in More → General.

If a download won't start, our team is happy to help.

Let's find them. Please sign in first, since a lot of "missing" videos only show once you're signed in.

iPhone and Android

The Shows tab opens on Catalog. Favorites, Playlists, Downloads and Watch history are along the top.

Roku

Press left for the menu. Signed in, it shows Home, Search, Favorites, Playlists, History and Settings.

Only see Home, Search and Settings? That means you're not signed in yet.

Website

Click Shows in the top menu. Browse has everything, and Search videos finds a show by name.

If something still seems missing, our team is happy to help.

You have too many devices watching this content right now means your account is already playing on as many devices as it allows at once.

To watch here, choose Stop playing on other devices. The video on the other device stops.

Nobody else watching? It's worth checking for a TV or tablet left playing. If it keeps happening, our team is happy to take a look.

Here's how to get a sharper picture. Quality depends on your internet connection.

Website

Click the gear button in the player.
Choose Quality.
Pick a setting. 1080p and 720p look sharper but need a faster connection. 480p and 360p load faster and buffer less.

Phone and TV apps

The apps set quality by themselves, based on your screen and connection, so there's no quality setting to change. These help:

Use Wi-Fi when you can.
Keep the app up to date.

Downloads have their own quality setting, covered in Downloading videos to watch offline. If the picture still isn't right, our team is happy to help.

Continue Watching saves your place, so you can pick up where you stopped.

A video shows up there once you've watched 10 seconds of it.
A bar on the thumbnail shows how far you got.
It's at the top of the catalog on the website, the apps and the TV apps.
It updates by itself, so there's no way to add or remove videos.
A video leaves the list once you finish it, or get within 5 seconds of the end.
Live events don't show up there in the phone app.

On Apple TV, choosing a collection opens the collection page, not the video you were watching.

Your place in a series didn't come across in the move. Continue Watching fills up again as you watch.

Download Failed usually means the phone is short of space, or the app needs a fresh start.

iPhone and iPad

Open Settings → General → iPhone Storage. Keep 5 to 10 GB free for downloads.
Still failing? On the same screen, find Now That's TV, tap Delete App, and install it again from the App Store.
Sign in again and retry the download.

Android

Open Settings → Storage. Keep 5 to 10 GB free for downloads.
Open Settings → Apps → Now That's TV → Storage, and tap Clear Cache. Or uninstall and install the app again.
Sign in again, allow storage if asked, and retry the download.

Clearing the cache or reinstalling deletes the videos you've downloaded, so you'll need to download them again afterwards.

Still failing? Let us know your phone model, and our team is happy to help.

Slow loading almost always comes from the connection or the device, so please try these:

Check your connection. Streaming works best at 25 Mbps or more. Use 5 GHz Wi-Fi if you have it, or a strong mobile signal.
Update the app or browser. Chrome or Safari work best on a computer.
Restart the device. Turn it off, wait 30 seconds, and turn it on again.
Close other apps and tabs.
Turn off any VPN, proxy or firewall and try again.
Try another device. If it's fine there, the first device is the cause. Older phones, tablets and TVs can struggle even on fast internet.

If it's slow on every device, your internet provider can check your connection. If that doesn't do it, our team is happy to help.

Let's get it playing. Most problems come from the browser, the device or the connection, so please try these in order:

Clear your browser cache, then reload.
Update your browser or app to the latest version.
Close other tabs and apps. Too many slow everything down, especially on a phone.
Lower the video quality in the player's gear menu, or set it to Auto.
Check your speed. HD needs about 25 Mbps.
Restart your router. Unplug it, wait 30 seconds, and plug it back in.
Turn off browser extensions. A private or incognito window is a quick test.

On a Roku player, changing the display type can help too. See Changing the display type on a Roku player.

Still stuck? Let us know your device or browser and what you've tried, and our team is happy to help.

Let's get your sound back. Most of the time it's turned down in the video player or on your device.

Check the player. Look for the speaker button in the player. If it has a line or an X through it, tap it to unmute, then turn the volume up.
Check your device. Turn up the volume with the buttons on your phone or tablet, or the speaker icon on your computer. On a TV, check the TV or remote volume.
Try another video. If one video is silent and the rest are fine, please let us know which one.

Still no sound? Let us know your device, and our team is happy to help.

Gifts

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You can buy a gift subscription on the website. You'll need to be signed in.

Scroll to the bottom of any page and click Buy a Gift Card.
Pick the subscription or bundle, and how long it lasts.
Pay.

You'll get an email with the gift code and a link to send on.

If anything goes wrong, our team is happy to help.

To redeem your gift, open the link the sender shared with you. It adds the gift to your account.

No account yet? You'll be asked to create one first.

If the link doesn't work, our team is happy to help.

No match for that

Nothing on this page covers that yet. Our team is happy to help.

Need more help?

Tell us what’s happening, and our team is happy to help.