Troubleshooting tips for Apple iOS error messages
Getting an error message when using your iOS device? We'd love to get the service up and running for you again. See the table below for instructions on how to fix the error.
iOS error codes and how to fix them
|
Error code/message |
What it means |
How can I fix it? |
|---|---|---|
| Oops! Your sign in details are incorrect. Please try again (passwords are case-sensitive) | Your username or password is incorrect. | You need to log in with the correct username and password. |
| Oops! There seems to be a problem with your account. You can resolve this by making sure that you have a NOW account and have accepted the T&Cs. | You haven’t fully completed your account and accepted our T&Cs. You might also see a message like this if you're trying to use the UK version of the NOW app with a Republic of Ireland account. | You need to log in to NOWTV.com and accept the terms and conditions. If you're a Republic of Ireland customer, change your Apple App Store location to Ireland, download the correct NOW app and try again. |
| Oops! An unknown error occurred, please try again. | You've pressed ‘Go’ on the keyboard without entering either username or password. | You need to populate both the username and password and press Sign In on the app. |
| Oops! The PIN you entered is incorrect. Re-enter your PIN to watch the movie. | You have entered invalid PIN details. | Enter the correct PIN details. |
| Oops! Viewing has stopped as you have reached your maximum number of simultaneous streams. | You've exceeded the number of concurrent streams and are trying to watch on too many devices simultaneously. | You’ll need to stop playing on the extra device, wait 10 minutes, and then you’ll be able to continue watching. |
| Sports Membership required! For our amazing sports action you need a Sports Membership. | You’re trying to watch a Sky Sports channel, but you don’t have a Sports Membership. | You need to buy a Sports Membership. Go to NOWTV.com to add one. |
| Membership required! You need a membership to watch the latest biggest movies on NOW. | You’re trying to watch a movie but you don’t have a valid Cinema Membership. | You need an active Cinema Membership. Go to NOWTV.com to add one. |
| Poor Playback Quality Please Try Again | You may be experiencing poor connectivity to your network at the current time. | Check your internet speed, and make sure you're not downloading/ uploading or online gaming at the same time. If so, stop and try again. |
| Error code 1-4, 7, 24, 29 | Error initialising or activating NOW. | Download the latest version of the app. Quit and restart the app. Turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. |
| Error code 5 | Error initialising or activating NOW. | Download the latest version of the app. Quit and restart the app. Turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. Also check that in your device settings, the time zone is set to UK and VPN says Not Connected. Then go to the privacy section in Settings and make sure location services are turned on. |
| Error code 6 | Incorrect security details |
Download the latest version of the app. |
| Error code 8 | You have exceeded your number of concurrent streams while trying to watch NOW. |
You’re streaming simultaneously on the maximum number of devices. To watch on this one, you'll need to stop playback on one of your other devices, stop and wait 10 mins, then try again. |
| Error code 9 | This is an internal player error. | Download the latest version of the app. If you have the latest version then sign out, quit the app and sign back in. |
| Error code 10-11 | Error initialising or activating NOW. | Download the latest version of the app. If you have the latest version then sign out, quit the app and sign back in. Turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. |
| Error code 12-14 | This is due to server issues. | We may be updating the service - contact us by selecting the Get in touch button on this page to find out. If not, turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. |
| Error code 15 | This means that your iOS device has been suspended for a period of time. | Your device has been suspended - try on another. If you don’t have another, please contact us by selecting the Get in touch button on this page. |
| Error code 16 | This is due to the NOW app detecting a modified iOS device. Modified devices are not supported. | We don’t support any modified devices. You’ll need to watch NOW on a device that isn’t modified in any way. |
| Error code 17 & 18 | This is due to licence or session issues. | Download the latest version of the app. Quit and restart the app. Turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. |
| Error code 20-23 | This is due to the NOW app not connecting to the content you’re trying to play. | This may be due to the movie you’re trying to watch. Try another movie. If the problem persists please contact us by selecting the Get in touch button on this page. |
| Error code 25 & 26 | You do not have the entitlements on your account to play the content (e.g. you may have an expired Cinema Membership, or your Sports Day Membership has ended). | You’ll need an active membership to watch NOW. Go to NOWTV.com to add one. |
| Error code 27, 32, 33, 34 | This is due to the NOW app not being able to connect to the server. | Turn off any Firewall blockers. Make sure your account is fully set up and working on a PC or Mac. |
| Error code 28 | You’re using a non-supported version of the NOW app. | Download the latest version of the app. |
| Error code 30 | This is due to session issues. | Quit and restart the app. |
| Error code 31 | This is due to an internal player error. | If you’re getting this error, please contact us by selecting the Get in touch button on this page. |
| Error code 35 & 37 | You’re trying to stream on too many devices concurrently or there's been an issue with your account's concurrency reduction being recorded. | You’ll need to stop playing on the extra device. Wait 10 minutes and you’ll be able to continue watching. |
| Error code 40-49 | This is due to an internal connection issue. | If you’re getting these errors, please contact us by selecting the Get in touch button on this page. |
| Error code 102 | There's a problem connecting to the service. | Delete and reinstall the NOW app. |