You will get ads on Live TV and on certain other content due to licence restrictions, but if you are seeing ads on multiple programmes then you can try the following.
Refresh your subscription details by:
- Logging out of the app and log back in
- Reboot your device and your WiFi router
If you are still seeing ads then try the following:
- Make sure you are watching On Demand or Box sets
- Check you are logged in using the same email address you used when signing up for STV Player+
- Check your subscription is still active
- iOS users only: Check you aren't over your device limit
Make sure you are watching on-demand or box sets.
Ads will still be shown on the Live stream and a very limited amount of On-Demand content - this is likely to be on movies and sporting events.
If you only see ads on one show/film and not on others then it is likely to be a rights issue with that show, some platforms (e.g. web and Apple app) will highlight this using a yellow Ads icon ( )
If all shows you try to watch are showing ads then continue with the next step.
Check you are logged into the STV account used when signing up for Player+
If you have multiple STV Player accounts then check in Settings > Account or Settings > Personal Details to make sure you are using the correct email address.
If not then you can Sign Out from the Settings section and sign in with the correct account.
How to find the email details associated with your subscription:
If you signed up via Apple:
You can check for emails from firstname.lastname@example.org with the subject: Your subscription confirmation or Your invoice from Apple this will show your Apple ID email address which may be different from your STV account email address.
If you signed up via the STV website:
You can check which email address you used to sign up to STV Player+ by checking the email receipt you got from STV Central Ltd - this will be from the email address: ending @stripe.com (our payment partner).
The email address this was sent to is the one you need to use to sign onto STV Player.
If you signed up via a Roku device:
You can check which email address you used to sign up to STV Player+ by checking the invoice you received from Roku - this will be from the email address: email@example.com and have the subject line: Channel Invoice.
You can also check which email address you are signed into the Roku app with via Settings>Sign Out
Check that your subscription is still active.
You will receive an email every time your subscription successfully renews, so you check your inbox and any junk/spam folders to check for a recent renewal. If you can't find an email you can try the following:
If you signed up in via Apple:
- This requires you to be on a device linked to the Apple Account you pay your subscription from.
You can do this by going to Settings and under the Plan heading if your next renewal date is shown then you do have an active subscription.
If there is nothing listed under the Plan, then click on this to see more details if this shows as Free - then try the Restore Purchase option - to reapply your subscription settings.
Before restoring your purchase please make sure you are on a device linked to the Apple Account you pay your subscription from AND are logged into the STV Player account you originally signed up with.
If you signed up via the web
- Logon to https://my.stv.tv/plan - any current subscription for the account logged in will be shown here. You can also manage your subscription form here.
If you signed up via the Roku app:
- Logon to https://my.roku.com/subscriptions - any current subscription for the account logged in will be shown here. You can also manage your subscription form here.
You might be at your device limit (iOS users only).
You can check this by going to Settings and clicking on Manage Devices - this will show a list of the current devices registered.
If you cannot see the current device listed - shown by the This Device label - then you can use the Remove option to free up space, these can always be added back later. Once a space is available and if the current device needs to be added you will see an Add This Device button, clicking this will enable the current device for Player+