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 AgainYou 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.
If you have the latest version then sign out, quit the app and sign back in.

    Error code 8You 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 9This 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 10-11Error 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 12-14This 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 15This 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 16This 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 & 18This 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 20-23This 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 & 26You 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, 34This 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 28You’re using a non-supported version of the NOW app.Download the latest version of the app.
    Error code 30This is due to session issues.Quit and restart the app.
    Error code 31This 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 & 37You’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 40-49This 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 102There's a problem connecting to the service.Delete and reinstall the NOW app.

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