Do I have to be registered with the ITV Hub to use my Hub+ subscription?
Yes, you need to be a registered viewer of the ITV Hub. You can register by going to the "Sign in" page of our website, or the "My ITV Account" section of our mobile app, and clicking "Sign up now". Once you've created an account, you'll be able to subscribe to ITV Hub+.
Why am I still seeing adverts on Family Guy and American Dad?
Due to rights restrictions, unfortunately these programmes will still contain ads.
I've bought my ITV Hub+ subscription, but I'm still seeing ads
Once you've subscribed to ITV Hub+, you can start using your subscription immediately on the device you used to subscribe. However, on occasion it can take up to 24 hours for the subscription to be automatically recognised by other devices.
If you want to use your subscription on another device, simply logging out of your account on that device and logging back in should fix the problem straight away.
If you've been successfully using Hub+ but temporarily see ads, or see a "Whoops!" error message on your profile page, this means that we may be experiencing a delay in taking your recurring payment. Please bear with us on this, but if the delay is longer than a couple of hours, do get in touch with our Viewer Support team.
Can I download shows using Hub+?
Yes! You can download shows onto an iPhone or iPad.
Simply tap the "Download" icon beneath the episode you'd like to download - make sure you're connected to wifi and your download will begin straight away. You can queue up and store as many shows as you like.
Anything that you download is there for you to enjoy for up to 7 days, unless it's due to expire from the ITV Hub before then. You can access all of your downloads by going to "My ITV" within the app and then tapping Downloads.
Can I use my Hub+ benefits abroad?
Thanks to new regulations in place from April 1st 2018, Hub+ subscribers are now able to enjoy their Hub+ benefits when they go abroad within the EU.
Please note that it is only paid-for Hub+ services that are made available abroad, and that live channel streaming will not be available to Hub+ subscribers outside of the UK.
For more information on which countries and territories are placed within the EU, please go here.
If you are travelling abroad on holiday but outside of the EU, and have an iPhone or iPad running iOS 10 or above, you can download most programmes to watch anywhere offline. Just make sure you download the programme whilst you're still in the UK, and your download will be available to watch anywhere for up to 7 days.
How do I verify my email address?
If you haven't yet verified your email address, you will be asked to when you try ad play a video. Click "Resend email" within the pop-ip and a verification email will be sent to the email address you used to sign up with.
Once you receive the verification email, make sure you click the link within the body of the email to finish the verification process. You may also want to triple-check in case the email has dropped into your spam or junk folder, if it doesn't come through to you immediately.
Why do I need to verify my email address?
When you sign up for ITV Hub+ via our website, we need to verify that we have your right email address so you can watch ad free. We'll also send your monthly invoice via email.
To finish the process, and make sure you're receiving all of the benefits of ITV Hub+, just click on the link in the verification email. If you don't verify your account, when you go to play a video you will be prompted to do so and will be sent another verification email.
Where is my verification email?
If you can't find your verification email, here are some tips to help you find it:
1. Search for it in your inbox. The email will have come from "ITV Hub+"
2. Try checking your spam or junk folders. Sometimes our emails end up in there!
3. It may sound silly, but make sure you're checking the right email account.
4. Resend the verification email by signing into your ITV account and clicking play on a video.
If you still haven't received a verification email, please get in touch with our lovely Viewer Support team at email@example.com, or @itvhub on Twitter.
Am I paying Apple or ITV for my subscription?
If you subscribed via your iPad or iPhone through the Apple iTunes Store, you will be billed by Apple for your subscription. You should also receive an email from Apple each month, just before you subscription is automatically renewed.
If you subscribed on our website, itv.com, then your payments come directly to ITV. You’ll receive receipts via email from us each month when your subscription is automatically renewed.
Can I purchase Hub+ with a non-UK card?
Unfortunately, we are now no longer able to accept non-UK-based cards for Hub+ payments if you're subscribed via the itv.com website. The upside of this is that, from April 1st 2018, you'll be able to use your Hub+ benefits abroad. Woohoo! If you are an affected viewer who's currently subscribed, we'll send you an email about this soon, or you can take action now by going to the Manage Account area of the website.
If you pay for Hub+ using iTunes, no need to worry!
I have a problem with my payment. Who do I contact?
As an Apple subscriber who pays via the Apple iTunes Store, you will need to speak directly to Apple. You can visit them here.
If you subscribed on our website, then you can get in touch with us directly and we’ll be happy to help. Simply reply to your welcome or receipt email, or drop us a tweet @itvhub.
I signed up for a free trial but have been charged. Why is this?
Once your free first week is up, if you didn't cancel within those seven days, your subscription will automatically start and you will be charged £3.99 for the following month.
I'd like to cancel my subscription. How do I do this?
If you subscribed via the ITV Hub app on your iPhone or iPad, you can cancel your subscription by following these steps:
- Go to the setting app on your iPad
- Select iTunes & App Store
- Tap on your Apple ID and select View Apple ID
- Select Subscriptions
- Select The ITV Hub
- Select Cancel Subscription
If you subscribed on our website, you can cancel your subscription by going to the Manage Account section of the website and clicking ‘cancel subscription’.
You may cancel at any time during the month, and you will still receive the benefits of ITV Hub+ for the rest of the month when your subscription is due to expire.
If you signed up for a free trial, you can cancel at anytime and will still receive the benefits of ITV Hub+ for the full seven days.
Can I get a refund for my subscription?
If you feel you have a valid reason as to why we should refund your subscription, please contact our viewer support team in the first instance explaining the reason. We will then be able to process the refund and cancel your subscription.
If you decide to cancel part way through a month, partial refunds are not available, but you will still get the benefits of ITV Hub+ until the date your subscription expires. Once your subscription has expired, you will see the regular adverts again.
Please allow 5-10 days for the refund to be fully processed and appear in your bank.