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Help Centre

Troubleshooting tips for Apple iOS error messages

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 this 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 TV 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 TV 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 TV 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! You’ve already registered the maximum number of devices. You can manage your registered devices within your NOW TV account.You’re trying to watch NOW TV on a device that is not registered as one of your 4 allowed devices.You’ll need to remove one of your 4 registered devices and play on the device you want to. You can only do this if you haven’t used up your 1 allowed change.
Oops! You’ve already used your monthly allowance for adding new devices on your NOW TV account.You’re trying to add a device when you have a free slot,
but you have already made a change that month, and reached your 1 allowed change.
You’ll need to wait until the next calendar month as you have already used your 1 allowed device change.
Oops! Viewing has stopped
as two devices on your
account are already watching NOW TV and this will exceed
your number of allowed simultaneous streams.
You've exceeded the amount of concurrent streams and
are trying to watch on a 3rd device simultaneously.
You’ll need to stop playing on the 3rd device, wait 10 minutes and you’ll be able to continue playing on 2 devices at the same time.
Sports Pass Required! For our amazing sports action
you need a Sky Sports
Pass.
You’re trying to watch a Sky Sports channel, but you don’t have a Sky Sports Pass.You need to buy a Sky Sports Pass.
Go to NOWTV.com/Sports
Monthly Pass Required!
You need a Monthly Pass
to watch the latest biggest
movies on NOW TV.
You’re trying to watch a movie but you don’t have a
valid Sky Cinema Pass subscription.
You need an active Sky Cinema Pass subscription. Go to NOWTV.com/Movies, click on a movie and subscribe to play
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 TV.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 TV.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 6Incorrect security detailsDownload 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 devices, changes or streams while trying to watch NOW TV.

Make sure that:

  • you're not trying to watch on a 5th device
  • you haven't exceeded your 1 allowed change
  • you’re not trying to watch on a 3rd device concurrently. If so, 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 TV.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 below 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 TV app detecting a modified iOS device. Modified devices are not supported.We don’t support any modified devices. You’ll need to watch NOW TV on a device that isn’t modified in any way.
Error codes 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 TV 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 Sky Cinema Pass subscription or your Sky Sports Day Pass has ended).You’ll need to buy a Sky Sports Day Pass
or have an active Sky Cinema Pass subscription to watch NOW TV. Please go to NOWTV.com
to find out more.
Error code 27, 32, 33, 34This is due to the NOW TV 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 TV 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 a 3rd device concurrently or
there's been an issue with your account's concurrency reduction being recorded.
You’ll need to stop playing on the 3rd device.
Wait 10 minutes and you’ll be able to continue playing on 2 devices at the same time.
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 TV app.

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