Error codes and messages on NOW Box, Smart Stick or Roku device
Getting an error on your black NOW Box, Smart Box, Smart Stick, Roku box or Roku streaming stick? Check below to find out what it means and how to resolve the problem.
|
Error message |
What it means |
How can I fix it? |
|---|---|---|
| Sorry, NOW is currently unavailable. Please try again later. | This sometimes occurs when rebooting your device from off or standby mode. | You can bypass the error by pressing the Home or Back button on your remote. |
| Sorry, we couldn't process your order. Please try again later. | We couldn't process your order. | Try again, and if it still doesn't work, head to My Account and then NOW Membership and add a membership there instead. |
| Sorry, we couldn't find your payment details. Please head over to the My Account section of our website to verify your payment details. | We couldn't find your payment details. | Head to My Account and then Payment details to check, add or update your card details. |
| Sorry, we're having trouble updating your watchlist right now. Please try again later. | We couldn't update your watchlist. | Try again. If the problem persists, come back in a day or two and re-try. |
| Sorry, something went wrong. Please try again later, or head to our Help site to get in touch. | There could be a variety of reasons for this error. | Please try again later, and if you still have no luck, get in touch. |
| Sorry, something went wrong. Request a new Captcha and try again, or sign in online instead. | This is a Captcha error. The Captcha service may be down, or you may have made too many incorrect Captcha attempts. | Request a new Captcha and try again. If the error reoccurs, try going online to do it instead, as your IP address could be locked. |
| The word you've entered doesn't match. Have another go or try another word. | Your Captcha entry didn't match the image. | Request a new Captcha and try again. |
| Sorry, something went wrong. Please try again, or try restarting your device. | There's a temporary problem at our end. | Try again. If the problem persists, try restarting your Box or Smart Stick. |
| Sorry, your request has timed out. Please check your internet connection. If it's OK, try restarting your device. | Your internet connection may have been interrupted, or there may be a temporary problem at our end. | Check your internet connection. If there's no issue with your connection, try restarting your Box or Smart Stick. |
| You don't have the right membership to watch this. Buy a membership and try again. | Your membership has ended, or you don't have the one you need to watch this show or movie. | Head to My Account and then NOW Membership to add or restart a membership. |
| Your session has expired. Please sign out and sign back in again to keep watching. | Your login has expired. | Sign out and sign back in again. |
| Sorry, this programme isn't available right now. Please try again later. | The show or movie you're trying to watch isn't available right now. | Please try again later. |
| Hmmm, it looks like there’s a problem with your account. Please head to our Help site to get in touch. | There could be a variety of reasons for this error. | Select the Get in touch button on this page to contact us. |
| Sorry, the region you're trying to watch NOW in isn't supported. Search for ‘roaming’ on our Help site for more info. | You can only watch NOW in the UK. | Please ensure you are trying to watch in the UK if you are a UK customer. |
| Sorry, you can't watch NOW via a VPN. Exit your VPN and try watching again. | You can't watch NOW via a VPN. | Exit your VPN and try watching again. |
| You can only watch on 1 device/3 devices at the same time. To watch on this one, you'll need to stop playback on one of your other devices. | You've exceeded the number of concurrent streams and are trying to watch on too many devices simultaneously. | Stop watching on the extra device, wait 10 minutes and you should then be able to continue watching. |
| That's not the right PIN. Please try again, or visit our Help site if you've forgotten your PIN. | This show or movie is restricted by parental controls and the PIN entered is incorrect. | Please check your PIN details and re-enter them correctly. Find out what to do if you've forgotten your PIN. |
| Please accept our terms and conditions to continue. Head to our website to finish setting up your account, ensuring you accept the T&Cs. | You haven't accepted the NOW terms and conditions. | You'll need to finish setting up your account, ensuring you accept the terms and conditions for NOW. |
| Sorry, NOW is temporarily unavailable. Please try again later. | There's a temporary problem at our end. | Try watching again later. |
| Sorry, a temporary problem at our end means we can’t find your details right now. Please try again later. | There's a temporary problem at our end that means we couldn't find your details. | Please try again later. |
| Hmmm, it looks like there’s a problem with your account. Head to our Help site to get in touch, and we'll investigate. | There could be a variety of reasons for this error. | Select the Get in touch button on this page to contact us. |
| Hmmm, that doesn't look like a valid voucher code. Please check and try again. If you still have no luck, visit our Help site for more info. | The voucher code you entered is not valid. | Re-enter your voucher code. If the problem persists, see Voucher code not working. |
| You've already had a free trial of this membership. Head to the My Account section of our website to buy a membership and keep watching. | You've already had a free trial of this membership with this payment card. | You'll need to buy a membership instead. Head to My Account and then NOW Membership to add or restart a membership. |
| Hmmm, something's not right. Please check your login details and try again. Forgotten your login? Head over to our Help site. | Your email address and/or password is incorrect. | If you don’t have an account, go to NOWTV.com to set one up. If you do – please re-check your details and try again. Find out what to do if you've forgotten your login details. |
| We've updated the NOW app. Restart your app to get the newest version and make sure you're enjoying all the latest features. | We've updated the NOW app. | Restart your app to update it and make sure you're enjoying all the latest features. |