Why am I still seeing ads after signing up for a subscription?

Ads are included in certain areas of STV Player due to licensing agreements with production houses. These ads can appear on live TV and on select shows across all subscription tiers. A detailed list of content that may include ads is available here: What content includes ads for subscribers?

However, If you're seeing ads on multiple shows that are not on the list of content with ads, follow these troubleshooting steps:

Troubleshooting Steps:

Step 1: Refresh your subscription details
Step 2: Ensure you're watching ad-free content
Step 3: Check your subscription status
Step 4: Verify subscription email details

Step 1: Refresh your subscription details:

Log out of the app and log back in.
Reboot your device and restart your Wi-Fi router.

Step 2: Ensure you're watching ad-free content:

Ensure you’re watching ad-free On Demand content or box sets.
Confirm you’re logged in with the same email address used when signing up for your subscription.

Step 3: Check your subscription status:

Check your subscription status (manage your subscription via your account settings)
For additional directions on checking this status, go to 'Checking that your subscription is still active'

Step 4: Verify your subscription email details:

If you signed up via one of the following:

STV Player iOS app:

Look for emails from no_reply@email.apple.com with the subject line "Your subscription confirmation" or "Your invoice from Apple." This will show your Apple ID email address, which may differ from the one linked to your STV account.

STV website:

Check the receipt you received from STV Central Ltd, which will come from @stripe.com (our payment partner). The email address this receipt was sent to is the one you'll use to sign into STV Player.

Roku device:

Check the invoice you received from Roku at noreply@roku.com with the subject "Channel Invoice." You can also confirm which email address you’re signed into Roku with by going to Settings > Sign Out.

STV Player Android app:

Look for confirmation emails from the Google Play Store or check your Google Play account for subscription details.

STV Player app on an Amazon device:

Look for confirmation emails from the Amazon or check your Amazon account for subscription details.

Checking that your subscription is still active:

You’ll receive an email each time your subscription renews successfully. If you can't find this email, try the following if you signed up via:

STV Player iOS app:

Go to Settings on a device linked to your Apple account. Under the Subscriptions & Billing choose Manage Subscription - your current subscription level will be shown

STV website:

Visit my.stv.tv/plan to view your current subscription details and manage your plan.

STV Player app on Roku:

Go to my.roku.com/subscriptions to view your active subscriptions and manage your account.

STV Player Android app:

Using our app on your Android device go to Settings >Subscriptions & Billing > Manage Subscription - your current subscription level will be shown

STV Player app on an Amazon device:

Using our app on your Amazon device, go to Settings > Subscriptions - your current subscription level will be shown

STV Player app on a Google TV device:

Using our app on your Google TV device, go to Settings > Subscriptions - your current subscription level will be shown

If you're still having trouble after trying these steps, feel free to contact our Viewer Enquiries team for further assistance.