You will get ads on Live TV, but if you see them on Catch-Up or Box Sets then you can try the following:
- Check that you are on a supported platform - Player+ is currently only available on Web, iOS phone or tablet, Android phone or tablet and Apple TV
- Check you are logged into the STV account used when signing up for Player+
- Make sure you are watching Catch-up or Box sets
- Check your subscription is still active
- iOS users: Check you aren't over your device limit
Check you are logged into the STV account used when signing up for Player+
If you signed up via an iOS device:
You can check which email address you used to sign up to Player+ with by checking the invoice you received from Apple - this will be from the email address : firstname.lastname@example.org and have the subject line : Your invoice from Apple - this will show the email address used under the Apple ID heading.
If you have multiple STV Player accounts then check in Settings > Account to make sure you are on the correct account. If not then you can Sign Out from the Settings section and sign in with the correct account.
On Apple TV devices make sure you are using the account associated with your subscription (Apple ID if you signed up on iOS and STV Account if signed up via the web) - and try Signing in and out of the app via the Settings section.
If you signed up via the STV web site:
You can check which email address you used to sign up to Player+ with by checking the email receipt you got from STV Central Ltd - this will be from the email address : ending @stripe.com as this is our payment partner.
This email address needs to match the email address you use to sign onto STV Player.
Make sure you are watching catch-up, box sets or downloaded content (iOS only).
Ads will still be shown on the Live stream and on a very limited amount of Catch-up content. If you only see ads on one show and not the others then it is likely to be a rights issue with that show, if you see ads on all Catch-up shows then you might want to try the following.
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 the iOS app:
- 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 checking what is listed next to the Plan section, this should say Player+
If this shows Player Free - then click on the Plan option and use 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 aren't on a device linked to your account then the Restore purchase will fail and if you are not on the correct STV Player account then the restore purchase will only be temporary.
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.
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 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+