Help Centre

Error codes and messages on NOW TV Box, Smart Stick or Roku device

Getting an error on your Box or Stick? Just pick the device you're watching on below, then find your error code or message for instructions on how to fix it.

Here are the error messages you might see if you've got a black NOW TV Box, Smart Box, Smart Stick, Roku box or Roku streaming stick, and what you can do to resolve them.

Error message

What it means

How can I fix it?

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 Passes & vouchers and buy a Pass 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 Bills & payments 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've registered the maximum number of devices. Head to the My Account section of our website to remove a device and free up a device slot.You’re trying to add a device, but you've already got 4 devices registered.Head to My Account and then Devices to remove a device and free up a device slot.
You've reached your device limit and used your 1 monthly device swap. You’ll need to wait until the next calendar month to add another device.You’re trying to add a device, but you've already made your 1 allowed change this month.You’ll need to wait until the next calendar month before you can add another device. Find out more about the device limit rules
You don't have the right Pass to watch this. Buy a Pass and try again.Your subscription has ended, or you don't have the Pass you need to watch this show or movie.Head to My Account and then Passes & vouchers to buy or restart your Pass.
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 TV in isn't supported. Search for ‘roaming’ on our Help site for more info.You can only watch NOW TV in the UK or the Republic of Ireland, or while visiting an EU country.Please ensure you are trying to watch in the UK if you are a UK customer, or in the Republic of Ireland if you are an Irish customer. If you're visiting an EU country, check you meet the roaming rules.
Sorry, you can't watch NOW TV via a VPN. Exit your VPN and try watching again.You can't watch NOW TV via a VPN.Exit your VPN and try watching again.
You can only watch on 2 devices at the same time. To watch on this one, you'll need to stop playback on one of your other devices.You can only watch on 2 devices at the same time, and you're trying to watch on more than 2.Stop watching on the 3rd device, wait 10 minutes and you should then be able to continue watching on 2 devices at the same time.
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 TV terms and conditions.You'll need to finish setting up your account, ensuring you accept the terms and conditions for NOW TV.
Sorry, NOW TV 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 Pass. Head to the My Account section of our website to buy a Pass and keep watching.You've already had a free trial of this Pass with this payment card.You'll need to buy a Pass instead. Head to My Account and then Passes & vouchers to buy or restart your Pass.
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 TV app. Restart your app to get the newest version and make sure you're enjoying all the latest features.We've updated the NOW TV app.Restart your app to update it and make sure you're enjoying all the latest features.

Here are the error messages you might see if you've got a white NOW TV Box, and what you can do to resolve them.

Error code

What it means

How can I fix it?

0003You can't select apps on your NOW TV Box or Smart Stick.Your device will only work in the EU. If you're in the EU, reset your device, and try again.
011Problem connecting to wireless networkSee the help article Error code 011 on NOW TV Box
014Problem connecting to wireless networkSee the help article Error code 014 on NOW TV Box
98Unable to play contentTo solve the issue, just re-select the show and play it again.
1011You may see this when trying to sign in with account details that do not exist.If you don’t have an account, go to NOWTV.com to set one up. If you do – please re-check the details and try again.
2001Your sign in details are incorrect. Please try again.Retry signing in. Check your details and remember the password is case sensitive.
2004Your session has timed out.Restart the NOW TV app by pressing the back button until you reach the home screen, then relaunch the app.
2005Your sign in details are incorrect. Please try again.Retry signing in. Check your details and remember the password is case sensitive.
4008There's an issue with your payment.Go to NOWTV.com/account on a PC or Mac, and make sure your payment details are updated correctly.
4010The voucher code you entered is not valid.Re-enter your voucher code. If problem persists see the Help article: Voucher code not recognised
4024The card on your account has expiredGo to My Account and Bills & payments and update your card details
6002You've registered the maximum number of devices.Go to My Account and Devices to remove a device and then retry watching a movie or sport on your NOW TV device to register it.
6003You’ve registered the maximum number of devices and used your monthly permitted change.You can't make any changes this month. You must continue with your existing devices until the following month.
Find out more about how many devices you can have
6006You are connecting to NOW TV in a region that is not supportedYou can only use your NOW TV device within the EU, or you will receive this message.
10011You have entered an incorrect PINPlease check your PIN details and re-enter them correctly.
10020This means you have not completed the full registration process, or your payment card has expired.Go to NOWTV.com and play a movie or sport to continue registration.
10021You have exceeded the amount of concurrent streams and are trying to watch on a third device simultaneously.You can only play on 2 devices at the same time. Choose which devices you want to use and end the third.
Find out more about this error
10023Unable to connect to stream.Please wait a few minutes and try again.
10024Your Sky Cinema Pass subscription or Sky Sports Day Pass has expired.To continue, you must ensure your payment details are correct. For sports customers, buy a new Sky Sports Day Pass
10025Your Sky Cinema Pass subscription has expired.You won't be able to continue watching movies until your monthly payment has gone through. If the problem persists, please contact us.

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