Help & Support

Frequently Asked Questions

Find answers to the most common questions asked by users of ITV Player. Select the most relevant category from the left-hand menu, then click on a questions displayed for the answer. If you can't find the information you need, you can also contact the ITV Player customer support team.

About ITV Player Premium

ITV Player Premium is a new, optional subscription service from ITV that lets you watch your favourite ITV catch-up content without in-video advertising. In addition, subscribers can also access live streams of ITV3 and ITV4.
The cost of the service will be displayed on the subscription management page, accessed via the Menu button at the top right of the home screen.
The first month’s payment will be charged to your iTunes account when you first take out your subscription. Your subscription will then automatically renew month-by-month on the same date in each month as you originally started your subscription, unless you turn off auto-renewal at least 24 hours before the end of the current subscription period.
You can turn off auto-renewal by adjusting your iTunes account settings. If you cancel your subscription part way through a month by turning off Auto-Renew, you will still have to pay the full amount and you will still be able to watch catch-up content without in-video advertising, as well as the additional live streams, until your subscription expires.
From time to time we may offer free trials of ITV Player Premium. If we give you a free trial and you sign up for a paid subscription part way through the trial period, then any unused portion of the trial period will be forfeited.
For more information on the terms on which we make ITV Player Premium available to you, please see our Terms & Conditions and our Privacy Policy.
Am I paying ITV or Apple?
In order to bring you this service we decided that taking advantage of the existing purchase mechanism from Apple would provide the best and easiest user experience.
This means that you will be purchasing the subscription through your iTunes account. As such, your monthly payment will appear on your card statement as a payment to iTunes, not ITV.
You will also receive an email from Apple each month, before the subscription is automatically renewed.
Can I get a refund if I cancel part way through a month?
Partial refunds are not available. You can cancel at any time but will still have access to the service for the remainder of the month you have paid for. When your subscription expires, you will again see in-video adverts when viewing our programmes and you will be unable to view ITV3, ITV4 and the Live Events Stream.
Does the subscription work on other devices?
Your subscription will be available to you on all your iOS devices that use your iTunes account.
Simply tap the menu button, go to the subscription page and you will see a button ‘Restore my subscription’. Selecting this option will prompt you for your iTunes account name and password. You will then be able to start enjoying our content, without adverts.
Currently this service is only available on iOS devices.

Can I download programmes to watch offline?

Right now, it’s not possible to download our shows to watch offline. However, we are always working to make the ITV Player the best service possible, so make sure you keep an eye on the site for any updates we may have for you.

Can I skip the adverts?

Catch-up Content
You can still watch your favourite programmes with the adverts as before. However, it is now possible to pay an optional monthly subscription which will enable you to watch catch-up without the in-video adverts. For further information about this service, please see the ‘About ITV Player Premium’ FAQ.
For those who choose not to take a subscription, you will see adverts at the start of a programme and at pre-determined intervals within the programme, just like when you watch our channels on TV.
If you skip ahead in a programme and this skips over an advert break, you’ll still see the preceding advert break. Once the adverts have finished, play will resume at the point in the programme that you skipped to, rather than the point you skipped from.
If you skip over multiple ad breaks, you'll only be shown one set of adverts when you resume play.
The number of adverts remaining is displayed above the scrub bar by a series of indicators which will gradually change from blue to grey as each advert is viewed. The advert now playing is denoted by a grey circle with a blue circle within it.
Live Channels
Each time you access one of the live channel streams you may be required to watch some adverts at the start of playback. You will then see adverts during the broadcast as you would if you were watching on TV.
The adverts inserted at the start of playback will be removed for those users who subscribe to ITV Player Premium.
Sponsored Pages
From time to time you may see sponsor pages within the ITV Player application. While an ITV Player.

Can I watch live ITV shows online?

Absolutely - you can watch ITV as it goes to air by using our simulcast service. Just go to www.itv.com and scroll down to the What’s On section. Once you’ve chosen the programme you’d like to watch, click on the channel and select “Watch Live” - and you’re all set! It can take up to 30 seconds for the simulcast to begin, and just like ITV Player, you will be shown some adverts before your show starts.

How do I get the best possible viewing experience? 

ITV Player is a Flash video application. For the best viewing experience, please ensure you have the latest version of Flash installed on your PC or Mac. This can be downloaded at: http://get.adobe.com/flashplayer.
It’s a good idea to quit any other video applications you’re running on your computer when trying to use ITV Player, and if you have multiple devices running on your broadband connection, you may find this slows your connection down - so it’s worth disconnecting any you’re not using at the time.
TV Player automatically adjusts your viewing experience based on available bandwidth and the resource on your computer; it also requires a minimum broadband speed of 500kbps to operate well, so if your connection speed is slower it may result in a poor quality viewing experience.

How long does it take for a show to appear on ITV Player?

We do our utmost to get all our shows on to the ITV Player as soon as is possible. Most shows will be available to watch on the ITV Player pretty much straight away after broadcast, but occasionally some shows may take up to two hours to be available. Live shows can sometimes take a little longer to become available.

I can't get any programmes to play, I just get a black screen

We recently became aware of an issue affecting the playback of some of the programmes on our player, particularly for viewers using older versions of browsers (Mozilla Firefox 4.0 and Internet Explorer 7).
As both of these browsers are quite out of date, the best thing to do is to upgrade your browser. You can do this by downloading the latest version free of charge.  Below are links to Mozilla Firefox and Internet Explorer.

For Mozilla Firefox:  https://www.mozilla.org/en-US/firefox/new/
For Internet Explorer:  http://windows.microsoft.com/en-GB/internet-explorer/downloads/ie-9/worldwide-languagesThis should resolve any issues and allow you to view our programmes, however, if the problem persists, you could try clearing your cache and cookies. Below are the instructions on how to do this depending on which browser you are using.
If you are using IE (Internet Explorer);

  • Go to Tools
  • Internet Options
  • Select General tab
  • Browsing History
  • Delete
  • Tick Temporary Internet Files and Cookies
  • Click Delete
  • Got to Tools
  • Internet Options
  • Select General tab
  • Browsing History
  • Settings
  • View Files
  • Delete all the files within this folder
  • Restart IE

If you are using Firefox;

  • Go to Tools
  • Clear Recent History
  • Tick 'cookies' and 'cache'
  • Click Clear Now
  • Restart Firefox

If you are using Chrome:

  • Go to Tools
  • Options
  • Under the Bonnet
  • Clear Browsing Data
  • Select 'empty the cache and delete cookies'
  • Restart Chrome

I live outside the UK and cannot watch programmes, why?

We do not hold international rights to all of our programming, so video content is supplied only to users with IP addresses in the UK. Some users in the UK may be affected by such geographic blocking if their internet service provider uses servers outside the UK.

I'm having problems watching in full screen, how can I fix it?

Google Chrome automatically updates the Flash version on your PC or MAC and there seems to be an issue viewing content in full screen mode if your Flash version is 11.5.r31.  To resolve this there are two options;
Option 1 is to use another browser, Internet Explorer or Firefox as these browsers do not automatically update Flash and therefore you should be able to view the programme you want to watch in full screen mode.  Obviously this is a quick fix and won't allow you to watch content in Google Chrome.
Option 2 is to manually update the flash version on Google Chrome.  To do this, follow these steps;

After following these 8 steps, you should be able to watch programmes in full screen mode in Google Chrome.
If you continue to experience problems, please get in touch with the Customer Support team via the Help section.

I've tried playing video, but all I get is the message “loading”. What does this mean and why does it happen?

Our video is designed to play almost instantaneously, but a small amount needs to be loaded, or "buffered" first before play can begin. However, if your connection is slower than 500kbps or drops below that speed because of problems with your internet connection, ITV Player may not be able to download enough material to play.
To check your broadband speed by visiting www.speedtest.net.
Alternatively, you may be experiencing playback issues if you do not have the correct hardware and/or software setup. You can view minimum software and hardware requirements here.

Important News about ITV Player Rentals


On 31 July, ITV Player will be closing its paid rental service for PC and Mac. If you have any outstanding rentals on that date, don't worry, you'll still have up to 30 days to watch your programmes
 

Is my Samsung Smart TV compatible with ITV Player?

ITV Player is currently available for a selection of Samsung Smart TVs and Blu-Ray Players.
Connected TVs:
  • 2013 - Series 5, 6, 7 or 8
  • 2012 - Series 6, 7 or 8
  • 2011 - Series 6, 7 or 8

Blu-Ray

  • 2013 - All Samsung 'Smart' Blu-Ray Players

Why do I have to register to watch programmes?

In order for us to continue delivering you the great programmes you’ve come to expect from us, we need a little more information from you, which is why we are asking for you to complete a simple registration when you use ITV Player. Knowing who’s watching our programmes helps us show relevant adverts around them. Ultimately it benefits us all because the money we make from adverts pays in part for the shows we make and means that ITV is free to watch and free to make more of the shows you love. For more information please have a look at Your Details - Our Promise: https://www.itv.com/itvplayer/our-promise

What is ITV Player?

TV Player is an online video on demand service that provides access to shows broadcast on any of ITV’s channels - ITV, ITV2, ITV3, ITV4 and CITV. Free catch-up on your favourite ITV programmes is available for up to 30 days after they’ve been broadcast. ITV Player also allows you to catch up on older shows, exclusive online content and premiere episodes for a small fee. ITV Player is available throughout a wide variety of devices and platforms, including online at ITV.com/itvplayer, Android and iOS devices, PS3, YouView, Samsung Smart TVs and some FreeSat services.

How can I find the show I am looking for?

You can search for the shows you want to watch in a few different ways on ITV Player.
Search tool: You can type the name of the show you’re looking for into the search box at the top of the screen.
Browse by category: Have a scroll through the Categories section - you might find something you didn’t even know was there!
By day or by channel: Search specific days or channels to find your programme
A-Z: You can find the show you’re after in our handy to use A-Z listing
Or just have a scroll through ITV Player home screen, where you’ll see a selection of our most popular free shows, and also those that are a bit older which you can rent for a small fee.

How can I unsubscribe from ITV emails?

In any of the emails you may receive from ITV, you will find a link to unsubscribe you from our mailings - it’s just at the bottom of the email.
If you have registered for ITV Player you can update your email preferences and unsubscribe from emails when you are signed in to your account. There is a dropdown from your account name in the top right hand corner. From this dropdown select Email Preferences.
 

How do I change the email address that I have used to subscribe to emails?

You can change your email address and other personal details by contacting the Customer Service team at itv.comsupport@itv.com.
If you have registered for ITV Player you can update your email address and other personal details when you are signed in to your account. There is a dropdown from your account name in the top right hand corner. From this dropdown select My ITV Profile.
 

How do I use ITV Player to play a show?

First, choose the show you want to watch, and press the Play button. Remember, if you’re watching a programme that aired over 30 days ago, you may need to pay using your debit or credit card. Once your show starts playing, you can expand the picture to the full screen mode by using the button in the bottom right hand corner of the ITV Player window. To exit from full screen mode, just hit the Escape button on your keyboard. You can also use the slider along the bottom of the screen to choose where you would like to watch the show from.

How long does it take for a show to appear on ITV Player?

We do our utmost to get all our shows on to the ITV Player as soon as is possible. Most shows will be available to watch on the ITV Player pretty much straight away after broadcast, but occasionally some shows may take up to two hours to be available. Live shows can sometimes take a little longer to become available.

I can’t see the content in my ITV email. How can I fix this?

You’ll find a link in the top left hand corner of all ITV’s emails that says, “Can’t see this email?” Just click on the link and it will open your email in a web browser. You should then be able to see everything you need to.

I’ve entered an ITV competition, does this mean I will receive ITV emails?

You’ll only receive emails from us if you’ve opted in on the competition entry page, by ticking the box to receive further information from ITV.

I have subscribed to an ITV email but have not yet received one, what do I do?

Make sure you’ve added emails from ITV to your safe email list, by adding @email.itv.com to your address box. It’s also worth checking your junk folder and spam settings, as occasionally our emails can get caught by these filters. If you continue to experience issues, please just get in touch with Customer Support.

Can I watch live ITV shows online?

Absolutely - you can watch ITV as it goes to air by using our simulcast service. Just go to www.itv.com and scroll down to the What’s On section. Once you’ve chosen the programme you’d like to watch, click on the channel and select “Watch Live” - and you’re all set! It can take up to 30 seconds for the simulcast to begin, and just like ITV Player, you will be shown some adverts before your show starts.

If I subscribe to ITV emails will I receive communications from third parties?

ITV emails may include news, competitions, promotions and marketing communications from ITV and selected third parties. We don’t give your data to anyone else, so third party promotions will be offers and deals chosen by us. Check out our Privacy Policy for further information.

What are ITV emails and how can I subscribe to them?

Lots of our shows have their own newsletters and email alerts, stacked full of all the latest news, gossip, and exclusive content. If you’d like to sign up for ITV emails, navigate to the site of your favourite show and pop your email address into the sign up box. Alternatively, you can sign up for ITV emails when you enter a competition or register with us.

What platforms is ITV Player available on?

ITV Player can be accessed through a huge variety of platforms and devices. These include watching online at the ITV Player site, PS3, YouView, Sky and Virgin Media, not too mention some Freesat services. You can also download the ITV Player app on a variety of iOS and Android devices.
For Android we have tested the app on:
  • Samsung Mobiles: Galaxy S, Galaxy S2, Galaxy S3, Galaxy S3 Mini, Galaxy S4, Ace2, Galaxy Note (original) and Galaxy Note2.
  • Samsung Tablets: Galaxy Note 10.1, Galaxy Tab 2 7.0 and Galaxy Tab 2 10.1.
  • Google: Nexus 4, Nexus 7 and Nexus 10.
  • HTC: One, One S and One X. Sony: Xperia Z.

iOS users can enjoy ITV Player on:

  • iPhone 5s
  • iPhone 5c
  • iPhone 4s
  • iPhone 4
  • iPhone 3GS
  • iPad Air
  • iPad with Retina display (4th generation)
  • New iPad (3rd generation)
  • iPad Mini
  • iPad Mini with Retina display
  • iPad 2
  • iPad 1

What will ITV do with my email address and other personal data?

ITV takes your privacy extremely seriously, and will not pass your details to anyone else. Please see the full detail of our Privacy Policy.

Can I download programmes to watch offline?

Right now, it’s not possible to download our shows to watch offline. However, we are always working to make the ITV Player the best service possible, so make sure you keep an eye on the site for any updates we may have for you.

How do I find out which internet browser version I have installed?

You can identify the version of your browser by navigating to the 'Help' menu on an open browser window and selecting 'About'. This will display the version of the browser you are currently running. To get the latest version of your browser, you can follow the links below:
The latest version of Internet Explorer (Windows) can be downloaded from:http://windows.microsoft.com/en-us/windows-8/meet
The latest version of Firefox (Windows / Mac) can be downloaded from:www.mozilla.org/en-US/firefox/new
The latest version of Chrome (Windows) can be downloaded from:www.google.com/chrome/intl/en-GB/landing_tv.html
The latest version of Safari (Mac) can be downloaded from:www.apple.com/safari

How do I get the best possible viewing experience? 

ITV Player is a Flash video application. For the best viewing experience, please ensure you have the latest version of Flash installed on your PC or Mac. This can be downloaded at: http://get.adobe.com/flashplayer.
It’s a good idea to quit any other video applications you’re running on your computer when trying to use ITV Player, and if you have multiple devices running on your broadband connection, you may find this slows your connection down - so it’s worth disconnecting any you’re not using at the time.
TV Player automatically adjusts your viewing experience based on available bandwidth and the resource on your computer; it also requires a minimum broadband speed of 500kbps to operate well, so if your connection speed is slower it may result in a poor quality viewing experience.

I don't know which flash version I have, how do I find out?

You can test which version you’re running over at Adobe’s site: www.adobe.com/software/flash/about.

I'm not sure that my internet connection is fast enough, how do I find out?

You’ll need an connection speed of at least 500kbps - you can test how fast your connection is at www.speedtest.net.
Even if you have the required speed to run ITV Player successfully there can be other factors that impact on your viewing enjoyment. If you’re having difficulties, a few things to check are as follows: -
  • The speed of your router.
  • The signal quality your device is receiving. For example, if you are using WiFi and have a poor signal quality, you could try moving closer to the router, moving the router away from any other electrical appliances, or where possible adjusting the aerial. If wireless connection is not required to access the internet on your device, you could try connecting directly to your router.
  • How many devices are connected to the broadband connection you’re using. Disconnecting other devices that use your broadband connection can help improve speed.
  • How many browser pages you have open. Closing unneeded browser windows or programmes running on your computer can help.

What are the minimum hardware requirements to use ITV Player?

ITV Player runs using Flash, so you’ll need Flash installed on your computer. To check the hardware requirements for Flash Player, please take a look at the Adobe website: www.adobe.com/products/flashplayer/systemreqs

What software do I need to view programmes on ITV Player?

ITV Player supports systems running Windows 7, Vista and XP; and Mac OS X (version 10.6 and above).
Windows Users
ITV recommends using any of the following browsers:
  • Internet Explorer 7+
  • Firefox 3+
  • Chrome 11+

Mac Users
For users running Mac OS X, ITV recommends using:

  • Safari 5+
  • Firefox 3+

Flash Player
TV Player uses Flash, a video application, and you will need Flash Player version 10 or above in order to use ITV Player. You can download this from here: get.adobe.com/flashplayer.
If you would like to find out what version of Flash you are currently running, you can have a look here: www.adobe.com/software/flash/about.
To find out what the system requirements to run Flash are, you can do so here: www.adobe.com/products/flashplayer/systemreqs.

About ITV Player on iOS

ITV Player for iOS lets you watch a wide selection of catch up and live ITV content on your Apple mobile and tablet devices.
As part of our free, ad-funded catch-up service, you can watch your favourite ITV programmes for up to 30 days after broadcast over WiFi or a 3G/4G mobile data network, as well as live streams of ITV and ITV2.
For an optional monthly subscription, ITV Player Premium gives you access to all the catch up you enjoy in the free service with no in-video advertising. For our subscribers, we have also added access to live streams of ITV3 and ITV4.
For further information on this please use the Menu button at the top right of the home screen or read the ‘ITV Player Premium’ FAQ.
You must be in the UK to view our programmes. Unfortunately we’re unable to show our content to users outside the UK. If you are in an STV or UTV region, you will only be able to view ITV2, ITV3, ITV4 and CITV programmes. For more information, please see our support pages at itv.com/player/help.
All our content is now available over both wi-fi connections and mobile data networks. Please be aware that streaming video over mobile networks may incur additional costs.
The ITV Player app is supported on the following devices:
  • iPhone 5s
  • iPhone 5c
  • iPhone 5
  • iPhone 4s
  • iPhone 4
  • iPhone 3Gs
  • iPad Air
  • iPad with Retina display (4th generation)
  • new iPad (3rd generation)
  • iPad Mini
  • iPad Mini (with retina display)
  • iPad 2
  • iPad 1

Playback quality is dependent on your device and network capabilities. For optimum performance, please ensure that you are running the latest version of iOS.

Can I connect to a TV using AirPlay or HDMI?

Yes. ITV Player supports AirPlay Mirroring for iPad 2 upwards and iPhone 4S upwards running iOS 5 or later.
Initiating AirPlay Mirroring
Ensure that your Apple TV is correctly set-up and on the same wi-fi network as your Apple device. Double tap the Home button on your device and swipe ‘left to right’. You will then see the AirPlay icon. Tap this, select Apple TV and make-sure Mirroring is switched ON.
You can then open the ITV Player app, browse as you usually would and play our programmes on your TV. Please note that this feature will only work over wi-fi and performance is dependent on the strength and quality of not only your internet connection but also the connection between your Apple mobile device and your Apple TV.
HDMI Connections
If you have the correct Apple approved adaptors, you can also connect your device to your TV using HDMI. Ensure your TV is switched to the correct HDMI input channel and again, open the ITV Player application and browse to your favourite programmes.

Can I skip the adverts?

Catch-up Content
You can still watch your favourite programmes with the adverts as before. However, it is now possible to pay an optional monthly subscription which will enable you to watch catch-up without the in-video adverts. For further information about this service, please see the ‘About ITV Player Premium’ FAQ.
For those who choose not to take a subscription, you will see adverts at the start of a programme and at pre-determined intervals within the programme, just like when you watch our channels on TV.
If you skip ahead in a programme and this skips over an advert break, you’ll still see the preceding advert break. Once the adverts have finished, play will resume at the point in the programme that you skipped to, rather than the point you skipped from.
If you skip over multiple ad breaks, you'll only be shown one set of adverts when you resume play.
The number of adverts remaining is displayed above the scrub bar by a series of indicators which will gradually change from blue to grey as each advert is viewed. The advert now playing is denoted by a grey circle with a blue circle within it.
Live Channels
Each time you access one of the live channel streams you may be required to watch some adverts at the start of playback. You will then see adverts during the broadcast as you would if you were watching on TV.
The adverts inserted at the start of playback will be removed for those users who subscribe to ITV Player Premium.
Sponsored Pages
From time to time you may see sponsor pages within the ITV Player application. While an ITV Player.

How do I get the best playback experience?

ITV Player programmes are delivered over HLS (http live streaming). The stream quality will vary depending on your internet connection.
ITV Player catch up programmes and live channels are available over both WiFi and mobile data networks (3G and 4G). Signal strength will vary depending on your network and location. This will be reflected in the quality of the stream that you receive.
Furthermore, you may incur additional charges from your mobile supplier for viewing over these networks and we recommend that you check the prices on your tariff to avoid incurring unexpected costs.
If you are having difficulties watching programmes please check that you have sufficient bandwidth on your network to watch ITV Player.

How do I set up Parental Guidance on iOS?

How do I set-up Parental Guidance?
We identify programmes that we consider may contain inappropriate material for some audiences with a ‘G’ symbol.
When you tap the Play button to view these programmes, you will be shown a Parental Guidance warning indicating what type of content you can expect to see.
You can choose to create a 4 digit PIN number that will be requested each time you want to play a piece of content that carries a Guidance warning.
Please note that setting up a PIN will not stop someone with your iTunes account information from being able to subscribe to our ITV Player Premium service for a monthly subscription which will be charged to your iTunes account.
PIN Set-Up
Parental Controls are available within the application and can be accessed via the settings icon at the top right.
Select Parental Controls and you will be taken to a screen indicating whether you have these settings turned ON or OFF.
For first time use, press the button to ON and follow the instructions on screen to create your PIN.
You will be asked to choose a 4 digit PIN number and to submit your email address. It is important that this is a valid, working email address as this will be where we will send you a reminder of your PIN to if you forget it.
When setting a PIN for the first time, you will also be required to confirm that you are over 18 years old and that you accept our Terms and Conditions.
Each time you want to watch a piece of content that carries a Guidance warning, you will be required to input your PIN number first, otherwise you will not be able to watch that content.
Deactivating Parental Controls
To deactivate Parental Controls simply select the settings icon at the top right of the screen.
The next screen will then indicate that you have Parental Controls set to ON. Press this button to switch these controls OFF and follow the instructions by imputing your PIN.
This will then clear any previous PIN number and email address from the application.
Forgotten PIN Numbers
If you have forgotten your PIN you can request it either when you try to play a piece of content that requires PIN input (using the Forgotten PIN button) or by selecting Parental Settings from the settings icon (at the top right of the homescreen) and following the instructions to deactivate your PIN.
Stored Data
The application will store your PIN number and email address. This is not accessible by ITV. When you use the Forgotten PIN function the application will then send your PIN number and email address to our email service, which will automatically send you an email which includes your PIN.
You will not receive any marketing or promotional email from ITV as a result of submitting your email address as part of this process.

Is all ITV content available?

We try to offer you as many ITV shows as possible on ITV Player. However we may not have the necessary rights to show you all ITV programmes on mobile devices, so unfortunately there may be some programmes that won't be available.

What information does ITV Player store on my mobile device?

Introduction
By accessing and using this ITV Player application (“Application”), you are agreeing to us setting cookies on your device as set out below, and you are also agreeing to the terms of our Privacy Policy.
Please read the information below and our Privacy Policy carefully so that you know what we are doing with your information.
We may update this page from time to time so it's a good idea to come back occasionally and read through it again. This page was last updated on 29th January 2014.
What are cookies?
Cookies are small files of letters and numbers. These files are sometimes stored by applications in the memory of your mobile device.
Cookies are commonly used to help the user’s browsing experience and provide more information about the user’s experience and interests. This information is generally used to make content, services and advertising more relevant and useful during future visits. Some application functionality also depends on the use of cookies.
For more details about cookies you can visit http://www.aboutcookies.org.
How does the Application use cookies?
The ITV Player Application uses cookies to provide increased functionality when you are using the Application. This helps us to provide you with a good experience when you use the Application.
The Application will issue cookies at various stages when you use it. If you do not agree to this then you should not use the Application.
The cookies that we use only collect anonymous information, and do not collect personal information. For more information about how ITV uses cookies across its services, go to: www.itv.com/cookies.
What cookies are used by the Application?
The cookies used by the Application are functional cookies. Functional cookies relate to the functionality of the Application and allow us to improve the service we offer to you. We have set out below the main functional cookies that we use:
Region Value: We use this cookie to remember the region in which you are located, which enables us to serve region specific content to you.
Last Watched Info: We use this cookie to remember the last videos you watched on the Application.
2 Hour Ad Rule: We use this to ensure that you do not have to keep watching the same ad-breaks if you close the Application or rewind or fast-forward within a programme.
Feed Refresh: We use this cookie to refresh the application data feeds within the Application to bring you the most recent content.
Guidance / PIN Settings: We use this cookie to remember your parental control preferences and encrypted PIN and email address so that once you have set your parental control preferences and / or PIN, we will remember your settings.
PIN Reset: This enables us to reset your parental control PIN if you ask us to. This will use the information captured in the PIN Settings as described above.
Unique Identifier: We use this cookie so that we can identify your device as a unique user of our services. This enables us to track collective usage of the Application to learn about how our customers use the service.
In ITV Player for iOS versions 1.0 to 1.3 we use your device UDID, which we hash to derive a unique reference number, not directly attributable to your device. This number is then persisted each time you upgrade your version of ITV Player. For new users, using version 2.0 and above, we generate a GUID. Again, this is a generic ID that cannot be attributed directly to you but does enable us to track Application usage.
Purchase Transaction: We use this cookie to record In-App Purchase information. This includes no user-identifiable information. Purchase details, excluding the last purchase validation date, are removed when a subscription expires.
Page Counters: We use these cookies to enable us to display messages on certain pages at appropriate intervals.
Mobile data networks warning: We use this cookie to indicate that we have shown you a message when you choose to watch content over a mobile data network, warning you that you may incur additional costs.
Display messaging cookies: We use these cookies to track how many times we have displayed an overlay message (such as a service message or a promotion for ITV Player Premium).
When do the Application cookies expire?
Some of the cookies used by the Application have a lifespan that ranges from several minutes to several hours. Some of the cookies are persistent and will never expire.
How do I turn cookies off or delete cookies?
Blocking or deleting cookies at Application level is not possible. However, deleting the ITV Player Application from your device will delete all associated data and cookies.
Contact us
Our full details are set out in our Privacy Policy. You can email us with any questions, queries or complaints at itv.comsupport@itv.com.

Why am I asked to Register?

In order to keep offering you great programmes that you love we need to know a bit more about you. Knowing who is watching our shows helps us with advertising. The money we make from advertising pays for the shows we make and therefore means that ITV is free to watch.
All our content remains free for up to 30 days after broadcast. To watch some content you may be asked to create an account with ITV or log-in to your existing ITV account.
We want to be transparent and honest about the use of your data. For further information, please refer to our Viewer Promise. If you can't find what you're looking for please get in touch with our Customer Support team using: itv.comsupport@itv.com

 

Why is my postcode requested?

When you first run the ITV Player application, you’ll be asked if the application can use your current location.
If you select 'Allow', then we'll use your GPS information to determine which ITV channels you can view, depending on where you are in the UK. If you select ‘Don’t allow’, then you’ll be asked to enter your postcode so we can conduct the same check.
This is because the primary ITV channel is only available to viewers in England, Wales and some Scottish Border areas. We need to know where you are in order to ensure that we comply with our broadcasting and rights obligations. Viewers outside these areas will still get access to ITV2, 3, 4 and CITV.
If you choose not to input your postcode then you will only receive ITV2, 3, 4 and CITV programmes. The ITV logo will be displayed in the interface and if tapped, will display a message informing you that it is not available to you.
If you are outside the United Kingdom then you won’t be able to view any ITV programmes.
If you’ve moved location or feel you are in the primary ITV catchment area, please follow these instructions to reset your location:
  1. Open the application
  2. Select the ‘Menu’ icon at the top right
  3. Select ‘App Settings’ and tap ‘Clear’

Once you've deleted your app data, re-launch the ITV Player. It will then either locate you using your device's Location Services, or prompt you to input your postcode. Please note this will also clear your Last Watched list.

PS3

We have temporally removed the ITV Player app from the PlayStation app store. Users may use the PlayStations web browser to go online to access the player via http://www.itv.com/itvplayer/ps3/ Please check back here in the near future for further updates or follow us on twitter for updates @ITVPlayer.

Are all ITV shows available?

The majority of ITV shows are available to watch on Freesat for up to 7 days after they were aired. However, we don’t hold licensing rights to all ITV programmes, so from time to time some of our shows may not be available.

How do I access ITV Player on freesat?

Simply select the Freesat channel 903 and when prompted, press the red button to start ITV Player.
Alternatively, if you have a Freesat Freetime device:
  • Open the main menu
  • Select On Demand
  • Select ITV Player ITV Player.

How do I get the best playback?

Our shows are streamed to Freesat over the internet. The quality of the video automatically varies depending on your broadband connection speed – so the better your connection, the higher quality video you’ll be watching. However, it’s worth noting that there is an upper limit beyond which a faster connection will make no difference.
While ITV Player should work fine over a WiFi connection, we generally recommend a wired connection for watching video catch up. You should also check your download limit with your ISP (Internet Service Provider) to make sure that you don’t incur any additional internet charges for using ITV Player.

What devices is ITV Player available on?

ITV Player is currently available on a selection of devices from the following manufacturers:
    • BUSH
    • Echostar
    • Goodmans
    • Humax
    • Manhattan Plaza
    • Panasonic TV
    • Samsung
    • Sandstrom
    If your device isn’t listed at the moment do check back as we are constantly developing our ITV Player services to ensure both a great user experience and that the highest number of viewers can watch our shows.
    For more information and advice, why not take a look at the Freeview Website

    Are all ITV shows available?

    The vast majority of ITV’s shows are available to watch on YouView, for up to 30 days after they were aired. However, we don’t hold licensing rights to all ITV programmes, so from time to time some shows may not be available.

    Can I skip the adverts?

    As ITV are a commercial broadcaster, we show adverts in all our programmes. You’ll see adverts at the start of a programme and at pre-determined intervals, just as if you were watching live TV.
    If you skip ahead in a programme and skip through an ad break, you’ll still be shown the preceding ad break. Once they’ve finished, play will resume at the point in the show that you skipped to. If you skip over multiple ad breaks, you’ll only have to watch one set of adverts before your show starts.

    I can't view ITV programmes, why is this?

    Viewers within Northern Ireland. Scotland and the Channel Islands are not able to get ITV programmes as these regions are covered by UTV, STV and Channel TV, whom are independent of ITV. If you live outside these regions and are still unable to watch ITV shows, please contact our Customer Support team, who would be happy to help.

    Is there any parental guidance?

    ITV Player identifies programmes which may contact inappropriate material for some audiences with a “G” symbol. When you choose to play one of these programmes, you’ll be asked to confirm you wish to continue before the programme will begin.

    What cookies are used by the ITV Player?

    ITV Player uses cookies which relate to ITV Player’s functionality, and allows us to improve our service for you. The main functional cookies we use are as follows:
    resume.sol
    We use this cookie to store the last point you reached in a video you were watching, so you can resume watching from the same point.
    guidance.sol
    This cookie is used to remember your parental control preferences and PIN.
    user.sol
    This cookie is used to identify your device as a unique user of our service. This enables us to track usage of ITV Player to learn about how our customers use the service. This is a generic ID that cannot be attributed directly to you, but does allow us to track ITV Player usage.
    These cookies are persistent and will not expire.
    For more information please see our Cookie Policy.

    What information does ITV Player store on my YouView device?

    By accessing and using the ITV Player on YouView, you are agreeing to our Privacy Policy and allowing us to store cookies on your device. Please ensure you read our policies carefully before using ITV Player.
    ITV Player uses cookies to increase functionality and provide our customers with a good experience. The cookies that we use only collect anonymous data and do not collect personal information. For more information about how ITV uses cookies, please see our Cookie Policy.

    Are all ITV shows available?

    The vast majority of ITV’s shows are available to watch on Samsung Smart TV, for up to 30 days after they were aired. However, we don’t hold licensing rights to all ITV programmes, so from time to time some shows may not be available.

    Can I skip the adverts?

    As ITV are a commercial broadcaster, we show adverts in all our programmes. You’ll see adverts at the start of a programme and at pre-determined intervals, just as if you were watching live TV.
    If you skip ahead in a programme and skip through an ad break, you’ll still be shown the preceding ad break. Once they’ve finished, play will resume at the point in the show that you skipped to. If you skip over multiple ad breaks, you’ll only have to watch one set of adverts before your show starts.

    How do I delete the ITV Player app?

    If you’re using a Samsung Smart TV from 2011 or 2012, you can delete the ITV Player app by selecting the application icon, selecting “Tools” on your Samsung remote control, and pressing “delete”. When prompted, select “Yes” to delete the application.
    The ability to delete the ITV Player app is not available in 2013 Samsung Smart TVs.

    How do I get the best playback?

    ITV Player programmes are streamed to your Samsung Smart TV over the internet. The quality of the video is automatically varied depending on your broadband connection speed - so the better your connection, the higher quality video you’ll be watching. (It is worth noting that there is an upper limit beyond which a faster connection will make no difference.) While ITV Player should work fine over a WiFi connection, we would generally advise a wired connection for watching video catch-up.
    You should also check your download limit with your ISP (Internet Service Provider) to make sure that you don't incur any additional internet charges for using ITV Player.

    How do I turn cookies off or delete cookies?

    It’s not possible to prevent the ITV Player from setting cookies on your Samsung device. You can delete all the cookies set by the ITV Player by deleting the application from your device.
    You can delete the “guidance.sol” cookie by going into My Settings and clearing your parental PIN control setting.

    How do I update my Samsung Smart TV?

    Samsung periodically provide firmware updates for their Smart TVs. All 2012-2013 TVs can be updated over the network through your TV menu.
    1. Place the TV in regular TV mode (i.e. not in the Smart Hub).
    2. Select the 'Menu' button from the remote and navigate to the 'Support' menu option.
    3. Select 'Software Upgrade' from the menu and where given the option select 'By Online' (not all firmwares will give you this option).
    4. The TV will then connect to the Samsung network to check for the latest firmware version. If an update is available it will download and install (note this can take some time), if you are on the latest version confirm by selecting Ok.

    2011 TVs can be updated via www.samsung.com using a USB stick. For more information on support and downloads, please visit www.samsung.com.

    I can't view ITV programmes, why is this?

    Viewers within Northern Ireland. Scotland and the Channel Islands are not able to get ITV programmes as these regions are covered by UTV, STV and Channel TV, whom are independent of ITV. If you live outside these regions and are still unable to watch ITV shows, please contact our Customer Support team, who would be happy to help.

    Is my Samsung Smart TV compatible with ITV Player?

    ITV Player is currently available for a selection of Samsung Smart TVs and Blu-Ray Players.
    Connected TVs:
    • 2013 - Series 5, 6, 7 or 8
    • 2012 - Series 6, 7 or 8
    • 2011 - Series 6, 7 or 8

    Blu-Ray

    • 2013 - All Samsung 'Smart' Blu-Ray Players

    Is there any parental guidance?

    ITV Player identifies any programmes that may contain inappropriate material for some audiences with a “G”. When you choose to view these programmes, ITV Player will ask you to confirm you are over 18 years of age.
    To protect younger viewers, it’s possible to set a parental control PIN, by pressing the yellow button on your remote and setting your PIN in the “My Settings” menu. You can then update your PIN at any time, or remove it completely should you no longer wish to use it.

    What are Postcode Settings?

    We store your postcode in order to identify the region from which you are watching ITV Player. To find out why, please look at our FAQ above called: I can’t view ITV programmes, why is this?
    If you change your address and need to change your postcode, simply press the yellow button to go into My Settings. By selecting the Update My Location menu, you can amend your postcode details.
    If you choose not to enter your postcode, you won’t be able to view ITV programmes.

    What cookies are used by the ITV Player?

    ITV Player uses cookies which relate to ITV Player’s functionality, and allows us to improve our service for you. The main functional cookies we use are as follows:
    resume.sol
    We use this cookie to store the last point you reached in a video you were watching, so you can resume watching from the same point.
    guidance.sol
    This cookie is used to remember your parental control preferences and PIN.
    user.sol
    This cookie is used to identify your device as a unique user of our service. This enables us to track usage of ITV Player to learn about how our customers use the service. This is a generic ID that cannot be attributed directly to you, but does allow us to track ITV Player usage.
    These cookies are persistent and will not expire.
    For more information please see our Cookie Policy.

    What information does ITV Player store on my Samsung device?

    By accessing and using the ITV Player on your Samsung Smart TV, you are agreeing to our Privacy Policy and allowing us to store cookies on your device. Please ensure you read our policies carefully before using ITV Player.
    ITV Player uses cookies to increase functionality and provide our customers with a good experience. The cookies that we use only collect anonymous data and do not collect personal information. For more information about how ITV uses cookies, please see our Cookie Policy.

    Does ITV Player keep me logged in?

    If you prefer the convenience of staying logged into ITV Player, you can select the box “Keep me logged in” when signing into your ITV Player account. Once this option has been selected, you will stay signed into your account for up to two weeks, even if you close your browser.
    However, if you are inactive on the site for more than 10 minutes, you will be prompted to re-enter your password to make any amendments to your ITV Player account. This is just for your security.
    If you would prefer not to remain signed into your ITV Player account, simply leave the “Keep me logged in” box unchecked and sign in as normal. We don’t recommend you stay logged in on shared or public computers.

    Does ITV Player store my card details?

    Yes. When you first make a purchase, ITV Player stores your card details to use for future purchases.  If you do not want a card stored, ensure you are logged in, then;
    • Click on your name in the top right hand corner
    • Click on 'Your Payments' section
    • Click on 'Your Cards'
    • Select 'Delete'

    This is also the place to store additional cards by clicking on 'Add New Card' and following the onscreen instructions.

    How can I find out how long I have left to view a programme/box set/collection I have purchased?

    You can view your existing ITV Player programme access entitlements at any time by visiting the My Account section of your ITV account at the bottom of the page when signed in.

    How much does it cost to watch content and how long do I have to watch it?

    Free Catch-Up: Most programmes broadcast on ITV, ITV2, ITV3, ITV4 and CITV will be made available for free catch-up for up to 1 month from original broadcast. This content is available to anyone to view for up to 7 days from the date of broadcast. Customers will need to register to view extended catch up content for up to 30 days from the date of broadcast.
    Prices for paid programmes can be found on the ITV Player website. There are several different ways to purchase a programme:
    Single Episodes: programmes can be purchased individually, and you will have 1 month to view the content as many times as you want. (For example, if you make a purchase at 9:30pm on 12th March, you will have until 9:30pm on 12th April to watch the programme).

    I can't remember what content I have purchased. How do I find out?

    You can view your purchase history online at any time by viewing the My Rentals bar, or by visiting the My Account section of your ITV account at the bottom of the page when signed in.

    I have paid for the content, do I own the programme forever?

    No, you will have one month to watch the content. You can watch the programme as many times as you want or can watch in stages and come back at any time.
    All programmes are streamed to your computer or device and you need to have a broadband connection to watch the programmes chosen.

    I think my card has been used fraudulently to purchase ITV content, who should I contact?

    If you suspect your card has been fraudulently used please contact your bank directly. Unfortunately, due to Payments Card Industry (PCI) rules, ITV is unable to action queries specifically related to your card payments.

    I've received a suspicious email, what should I do?

    ITV takes data security very seriously. We will never ask a you to provide us with your login details or password, nor will we ever ask you to login to your ITV account directly from an email. If you believe you have received a suspicious email, please contact the Customer Support team by clicking here.

    If I pay for content, will I still have to watch ads?

    Currently, we are not advertising within programmes that have been paid for.

    If I start viewing an item just before it expires, will it cut off half way through?

    If you start to view a programme you will be able to watch the whole programme. However, you will not be able to restart the programme or switch to a different bit rate stream if your license has expired.

    Important News about ITV Player Rentals


    On 31 July, ITV Player will be closing its paid rental service for PC and Mac. If you have any outstanding rentals on that date, don't worry, you'll still have up to 30 days to watch your programmes
     

    I’ve purchased the wrong programme/episode, what can I do?

    If you have purchased the wrong episode and have not watched the content, ITV may be able to reset your content access entitlements. Please email customer services by clicking here and provide your email address, a contact number, the transaction ID, the date of the purchase, the programme name purchased by mistake and the name of the programme that should have been purchased. The customer services team will be able to check usage and make amendments where applicable.

    When do I have to re-enter my password?

    To ensure no one else accesses your account, there are some controls in place.  You will usually need to enter your password each time you;
    • Rent an episode
    • View or edit your profile details
    • View transaction history and stored cards in 'Your Payments' section

    However, if you have already just entered your password, you will not have to provide it again in quick succession, as this entry will remain valid unless there is 5 minutes of inactivity on your account.

    Why are some programmes free and others cost money to watch?

    All catch up programmes are free to watch, although some may require registration. Additionally, some of our older programmes and premieres are available for a small charge.

    Why have you removed a programme/series that I have purchased?

    Occasionally we may need to remove a programme from the player for technical or legal reasons. If you have purchased a programme which has been removed, you may be eligible for a refund. Alternatively, if the programme is due to be restored to the player, you may wish to wait. Please contact our customer services team for more information.

    Do you have Audio Description?

    ITV recognises that some of viewers would benefit from having Audio Description and Sign Posting facilities available on ITV Player.  These services are being addressed by our Product Development team and we hope to be able to offer these services in the near future.

    Do you have subtitles available?

    We are committed to ensuring that as many people as possible can access their favourite shows on ITV Player. At the moment we offer subtitles on around 70% of the content on ITV Player including most of our popular entertainment and drama programmes.
    We try to have subtitles available for the majority of catch up as quickly as possible, though in the case of live programming this can take up to two days to become available, due to the necessary re-purposing of the live subtitles post-transmission.
    At present, subtitles are not available on the ITV Player app for mobile devices or on connected TV’s. We are looking to develop these services in the near future so stay tuned!

    How do I switch subtitles on or off?

    If subtitles are available for your show on ITV Player, you should see a S symbol at the bottom right hand side of the player once you have begun the show. Simply select the S button to start the subtitles. To switch them off, select the S button again and the subtitles will disappear.

    How do I activate my PIN protection for watching G-rated content?

    PIN protection is prompted the first time you try to view G-rated content.
    You can set up, reactivate or reset your PIN here. Once you have submitted your email address, we will send you an email with your new PIN. Please make sure you only submit a request for a new PIN once, to avoid multiple PINs being received. You will need to set the PIN on each device using ITV Player.

    Is there any parental guidance?

    ITV Player identifies programmes which may contact inappropriate material for some audiences with a “G” symbol. When you choose to play one of these programmes, you’ll be asked to confirm you wish to continue before the programme will begin.

    My PIN doesn’t work. Why?

    It’s possible that the PIN you’re entering doesn’t match our records, so the best thing to do is reset your PIN by following the steps above.

    Video Guidance

    ITV’s video on demand services are regulated by Ofcom (the independent regulator for the UK communications industries) together with the Association for Television On Demand (ATVOD) in relation to editorial content, and the Advertising Standards Agency (ASA) in relation to advertising content.
    You can contact ATVOD by email at complaints@atvod.co.uk or by post to ATVOD Complaints, 27 Sheet Street, Windsor, Berkshire, SL4 1BN. Further information about ATVOD can be found at www.atvod.co.uk.
    You can contact the ASA by post at Advertising Standards Authority, Mid City PLace, 71 High Holborn, London, WC1V 6QT, or by telephoning 0207 492 2222. Further information about the ASA can be found at www.asa.org.uk

    What does a G Rating mean?

    All content on the service will be Guidance rated and will be flagged with a G and carry Guidance text if appropriate. Guidance content includes programmes that were deemed unsuitable for children on original broadcast and was therefore broadcast after the 9pm watershed and/or carried on air viewer information on original broadcast (e.g. flashing images). You can scroll the mouse over the G to see the content advice in detail (e.g. this programme contains strong language).
    Please click here for instructions to activate PIN number protection for G-rated content.

    How do I clear my cache?

    Windows
    Internet Explorer 7
    1. In the Tools menu, select Internet Options
    2. In the General tab, under Browsing history, click Delete
    3. The Delete Browsing History menu will appear. Go to Temporary Internet Files and click Delete files
    4. Click Yes when prompted
    5. Click Close then click OK

    Internet Explorer 8

    1. Go to Tools and from the Safety menu, click Delete Browsing History
    2. Check Temporary Internet files and History
    3. Click Delete
    4. In some cases you may need to open a new window and choose a private session before attempting the above

    Internet Explorer 9

    1. Once your browser is open, click the gear at the top right to open the Tools menu
    2. Select Safety and Delete Browsing History
    3. Select Temporary Internet Files. You will also need to uncheck all the other boxes, especially Preserve Favourites website data. This option makes the window also delete objects from websites in your Favourites folder, which is necessary to completely clear your cache
    4. Click the Delete button near the bottom of the window to perform the operations (i.e. clear your cache by deleting temporary files)
    5. Your computer will work for a moment, and then the process will be complete

    Firefox 3.5 or later

    1. Click the Tools menu, then select Clear Recent History
      • Note: If you don't see the Tools menu, hold down the Alt key then press the T key to access Tools
    2. Choose the time range of cache you'd like to clear
    3. Click on Details and make sure Cache is checked
    4. Click the Clear Now button
    5. Exit and re-launch the browser

    Firefox 3.0

    1. Go to Tools and select Options... (on Linux, go to Edit then Preferences)
    2. Go to the Privacy tab and click the Settings button
    3. Make sure Cache is checked on the list of options to clear

    Safari 5.1 for Windows

    1. From the Safari menu, select Reset Safari
    2. From the menu, select the items you want to reset, and then click Reset. The option 'Remove all website data' covers both cookies and cache

    Safari 4.x for Windows

    1. Once your browser is open, click the Edit menu and select Empty Cache
    2. Click Empty

    Google Chrome

    1. Click the Tools menu (the wrench in the upper right corner)
    2. Select Options
    3. Click the Under the Bonnet tab
    4. Click Clear browsing data
    5. Select the checkboxes for the types of information you wish to remove
    6. Use the 'Clear data from this period' menu to select the amount of data you want to delete
    7. Click Clear Browsing Data

    Apple Macintosh
    Safari

    1. In the Safari menu, select Empty Cache
    2. Click Empty when prompted

    Firefox 3.0

    1. Open Firefox
    2. Click on Firefox in the upper toolbar and Select Preferences
    3. Click the Privacy Icon
    4. Click Clear Now under the Private Data section
    5. Close window
    6. Exit and re-launch the browser

    Firefox 3.5 - 3.6

    1. Click Tools in the upper toolbar and select Clear Recent History
    2. Select the Time Range to clear (drop-down menu)
    3. Select Everything to clear all cache
    4. Click Details to choose which history elements to clear
    5. Click the Clear Now button
    6. Exit and re-launch the browser

    Google Chrome

    1. Select Chrome > Clear Browsing Data on the menu bar
    2. Select the checkboxes for the types of information you wish to remove
    3. Use the 'Clear data from this period' menu to select the amount of data you want to delete
    4. Click Clear Browsing Data

    How do I enable JavaScript?

    You will need to have JavaScript activated on your computer to view programmes on ITV Player.
    If you believe that JavaScript is not currently enabled on your computer, please visit www.activatejavascript.org to follow the step-by-step instructions for your browser and operating system.

    How do I enable cookies?

    Internet Explorer for Microsoft Windows
    1. Choose Tools, then Internet Options from the sub menu
    2. Click on the Privacy tab
    3. Click on the Advanced button
    4. Tick the override automatic cookie handling box
    5. Select Accept (or Prompt)
    6. Tick Always allow session cookies box
    7. Click the OK button

    Mozilla Firefox for Microsoft Windows

    1. Choose Tools from main menu, then Options from the sub menu
    2. Click on the Privacy tab
    3. Tick the Accept cookies from Site box
    4. Click the OK button

    Google Chrome for Microsoft Windows

    1. Click the wrench icon on the browser toolbar
    2. Select Options
    3. Click the Under the Bonnet tab
    4. Click Content settings in the "Privacy" section
    5. Click the Cookies tab in the Content Settings dialog that appears, select Allow local data to be set (recommended)

    Mozilla Firefox for Apple Macs

    1. Select Firefox from main menu, then Preferences
    2. Click on the Privacy tab
    3. Tick the Accept cookies from Site box
    4. Click the close button

    Safari for Apple Macs

    1. Select Safari from main menu, then Preferences
    2. Click on the Security tab
    3. Select option to Always or Only from sites you navigate to for the Accept Cookies section
    4. Click the close button

    Google Chrome for Microsoft Macs

    1. Click the wrench icon on the browser toolbar
    2. Select Preferences
    3. Click the Under the Bonnet tab
    4. Click Content settings in the "Privacy" section
    5. Click the Cookies tab in the Content Settings dialog that appears, select Allow local data to be set

    I am inside the UK, but it says I am blocked because I am outside the UK and cannot watch programmes, why?

    We do not hold international rights to all of our programming so video content is supplied only to users with IP addresses in the UK. Some users in Britain may be affected by such geographic blocking if their internet service provider (ISP) uses servers outside the UK.
    Some UK customers may be affected if their Internet Service Provider (ISP) use servers located abroad. IP addresses that have not been registered correctly on IP databases as being UK based will result in content being blocked. If your ISP has recently registered new IP addresses with these databases, then you will no longer be blocked once our servers have been refreshed. This occurs on a weekly basis. If you continue to be geo-blocked from within the UK, please contact your ISP to investigate further.
    If you have not specifically requested a static IP from your ISP, then every time you open your browser you may be allocated a different IP address, so it may be worth closing your browser and re-opening an internet page to see if you are able to view our content. We also recommend that you try using another browser, such as Internet Explorer, to try to access ITV.com.
    You can check the location of your IP address yourself. Next time you log on and get the geo-blocking message go to the following website to see what your IP address is: www.whatsmyip.org.
    Note down your IP address and type it into the following website on the right hand side under RIPE Database Search: www.ripe.net.
    Press 'Go' and it will tell you the location of your server. If it’s outside the UK then you will be blocked. If it's inside the UK then your ISP may not have registered their IP addresses with the correct databases.

    I can't hear any sound, why?

    The default volume setting on ITV Player is medium, and it can be raised or lowered by clicking on the player's speaker icon and sliding the control up or down. If you hear no sound at all, the problem is likely to be with your computer settings (you can check this by trying to play another audio file or a CD).
    If running Windows, you may be able to resolve this by double-clicking the volume icon in the task bar at the bottom-right of your screen and adjusting the master volume settings as required. Make sure that the "mute" checkboxes are not selected.
    If using a Mac, volume settings can be accessed by clicking the Sound icon on the top right-hand corner of your screen. Ensure that the 'mute' check box is not selected.
    For all other devices please ensure that the volume is not turned down to zero and/or that any headphones are correctly inserted.
    Alternatively, you may be experiencing playback issues if you do not have the correct hardware and/or software setup. You can view minimum software and hardware requirements here [Link].

    I don't know which Internet Explorer version I have, how do I find out?

    Click the “Start” button at the bottom left of your screen, click "Internet Explorer", click “Help” in its top menu bar and select “About Internet Explorer”. This will open a window in which you will see the version number. If your version is lower than 7, you can download the latest free from Microsoft's Internet Explorer site - http://windows.microsoft.com/en-GB/internet-explorer/products/ie/home.

    I don't know which flash version I have, how do I find out?

    You can test which version you’re running over at Adobe’s site: www.adobe.com/software/flash/about.

    I live outside the UK and cannot watch programmes, why?

    We do not hold international rights to all of our programming, so video content is supplied only to users with IP addresses in the UK. Some users in the UK may be affected by such geographic blocking if their internet service provider uses servers outside the UK.

    I wanted to watch ITV1 via simulcast, but when I clicked on the ITV1 button I got the message “programme currently unavailable”, why?

    We provide simulcast streams of ITV1, ITV2, ITV3 and ITV4 except for programmes that we are licensed to broadcast only on television. If a programme is being broadcast on television for which we do not have online rights, you will receive the “unavailable” message. This is not a technical fault.

    I'm not sure that my internet connection is fast enough, how do I find out?

    You’ll need an connection speed of at least 500kbps - you can test how fast your connection is at www.speedtest.net.
    Even if you have the required speed to run ITV Player successfully there can be other factors that impact on your viewing enjoyment. If you’re having difficulties, a few things to check are as follows: -
    • The speed of your router.
    • The signal quality your device is receiving. For example, if you are using WiFi and have a poor signal quality, you could try moving closer to the router, moving the router away from any other electrical appliances, or where possible adjusting the aerial. If wireless connection is not required to access the internet on your device, you could try connecting directly to your router.
    • How many devices are connected to the broadband connection you’re using. Disconnecting other devices that use your broadband connection can help improve speed.
    • How many browser pages you have open. Closing unneeded browser windows or programmes running on your computer can help.

    I've tried playing video, but all I get is the message “loading”. What does this mean and why does it happen?

    Our video is designed to play almost instantaneously, but a small amount needs to be loaded, or "buffered" first before play can begin. However, if your connection is slower than 500kbps or drops below that speed because of problems with your internet connection, ITV Player may not be able to download enough material to play.
    To check your broadband speed by visiting www.speedtest.net.
    Alternatively, you may be experiencing playback issues if you do not have the correct hardware and/or software setup. You can view minimum software and hardware requirements here.

    What will happen if I block or delete cookies?

    ITV Player needs cookies to be activated on your browser. If you block or delete cookies, ITV Player will not function correctly. For example, you may not be able to view content that you have purchased if cookies have been blocked or deleted.

    Why don't you have subtitles available for all programmes?

    We're sorry we do not have subtitles available for all programmes on ITV Player.
    It is extremely important to ITV that its services are accessible. We are constantly looking at ways to improve ITV Player and are looking closely at accessibility issues as part of the on-going product development.

    Can I download programmes to watch offline?

    Right now, it’s not possible to download our shows to watch offline. However, we are always working to make the ITV Player the best service possible, so make sure you keep an eye on the site for any updates we may have for you.

    I can't get any programmes to play, I just get a black screen

    We recently became aware of an issue affecting the playback of some of the programmes on our player, particularly for viewers using older versions of browsers (Mozilla Firefox 4.0 and Internet Explorer 7).
    As both of these browsers are quite out of date, the best thing to do is to upgrade your browser. You can do this by downloading the latest version free of charge.  Below are links to Mozilla Firefox and Internet Explorer.

    For Mozilla Firefox:  https://www.mozilla.org/en-US/firefox/new/
    For Internet Explorer:  http://windows.microsoft.com/en-GB/internet-explorer/downloads/ie-9/worldwide-languagesThis should resolve any issues and allow you to view our programmes, however, if the problem persists, you could try clearing your cache and cookies. Below are the instructions on how to do this depending on which browser you are using.
    If you are using IE (Internet Explorer);

    • Go to Tools
    • Internet Options
    • Select General tab
    • Browsing History
    • Delete
    • Tick Temporary Internet Files and Cookies
    • Click Delete
    • Got to Tools
    • Internet Options
    • Select General tab
    • Browsing History
    • Settings
    • View Files
    • Delete all the files within this folder
    • Restart IE

    If you are using Firefox;

    • Go to Tools
    • Clear Recent History
    • Tick 'cookies' and 'cache'
    • Click Clear Now
    • Restart Firefox

    If you are using Chrome:

    • Go to Tools
    • Options
    • Under the Bonnet
    • Clear Browsing Data
    • Select 'empty the cache and delete cookies'
    • Restart Chrome

    I want to update the player app but it won't let me, why?

    In order to update your player app to the latest version, you need to be running iOS version 5.0 or above.  This does mean that older devices such as the original iPhone, iPhone 3G and iPod Touch 1st and 2nd generation are not supported.  Some of the early generation iPads will also not work if you have not updated to iOS 5 before the current iOS version 6 was released earlier this year.
    We always advise users to make sure they have the latest iOS version running on their device to ensure the best performance of the player app.

    I'm having problems watching in full screen, how can I fix it?

    Google Chrome automatically updates the Flash version on your PC or MAC and there seems to be an issue viewing content in full screen mode if your Flash version is 11.5.r31.  To resolve this there are two options;
    Option 1 is to use another browser, Internet Explorer or Firefox as these browsers do not automatically update Flash and therefore you should be able to view the programme you want to watch in full screen mode.  Obviously this is a quick fix and won't allow you to watch content in Google Chrome.
    Option 2 is to manually update the flash version on Google Chrome.  To do this, follow these steps;

    After following these 8 steps, you should be able to watch programmes in full screen mode in Google Chrome.
    If you continue to experience problems, please get in touch with the Customer Support team via the Help section.

    Is my Samsung Smart TV compatible with ITV Player?

    ITV Player is currently available for a selection of Samsung Smart TVs and Blu-Ray Players.
    Connected TVs:
    • 2013 - Series 5, 6, 7 or 8
    • 2012 - Series 6, 7 or 8
    • 2011 - Series 6, 7 or 8

    Blu-Ray

    • 2013 - All Samsung 'Smart' Blu-Ray Players

    Why are certain programmes not available on my iPhone or iPad?

    Most of our content is available on all of our platforms but sometimes, the licence agreements we have only allows us to put certain programmes on certain platforms.  A prime example of this is some of the American shows we have on ITV2, like The Vampire Diaries, Gossip Girl and Real Housewives
    For these programmes, we are only allowed to show them on our website www.itv.com/itvplayer.  They can also have a reduced licence period, 7 days instead of 30 days for example.

    Pin Reset

    If you have forgotten your PIN number to access post-watershed video content, or your PIN has been deactivated and you want to activate PIN access, you can request your PIN number by sending us your email address.

    We will send you an email with a new unique PIN number that will enable PIN access protection for post-watershed video content on ITV.com for this user profile on this computer.

    Enter your email address:

    Go to the ITV Video Guidance Help if you want to know more about ITV Video Player content, guidelines and PIN access.

    Please take a moment to read the Terms and conditions before accessing video content on ITV.com.

    Can I remove the ad-blocking software?

    Yes, you can. You can remove or pause the ad-blocking software by checking your extensions or add-ons within your browser settings.

    What is ad-blocking?

    Ad-blocking is special software that prevents advertisements from displaying in video and on websites. You will be able to find out if ad-blocking software is installed on your computer by checking the settings within your browser.

    Why are ITV addressing ad-blocking?

    We use advertisements to fund all of ITV’s great shows so that you can enjoy them for free. If we lose revenue due to ad-blocking, this may affect our services in the future.

    About ITV Player on Android

    ITV Player on Android lets you watch a wide selection of catch-up content on your Android mobile and tablet devices.
     
    As part of our free, ad-funded catch-up service, you can watch your favourite ITV programmes for up to 30 days after broadcast over wifi or a 3G/4G mobile data network.
     
    You must be in the UK to view our programmes. Unfortunately we are unable to show our content to users outside the UK. If you are in an STV or UTV region, you will only be able to view ITV2, ITV3, ITV4 and CITV programmes. For more information, please see our support pages at itv.com/player/help.
     
    All our content is now available over both wi-fi connections and mobile data networks. Please be aware that streaming video over mobile networks may incur additional costs.

    Can I download programmes to watch offline?

    Right now, it’s not possible to download our shows to watch offline. However, we are always working to make the ITV Player the best service possible, so make sure you keep an eye on the site for any updates we may have for you.

    Can I get ITV Player on my Android device?

    Whilst we endeavour to create an application that works across as many devices as possible, the Android platform covers a wide range of devices that have differing hardware and version of the Android operating system.
     
    Please see the App description in Google Play for more information and for an up-to-date list of devices and corresponding operating systems that we support. The minimum device requirements to use the ITV Player on Android are that you have a mobile or tablet running Android version 2.3 (Gingerbread) or higher.
     
    Playback quality is dependant on your device and network capabilities.
     

    Can I skip the adverts?

    As ITV are a commercial broadcaster, we show adverts in all our programmes. You’ll see adverts at the start of a programme and at pre-determined intervals, just as if you were watching live TV.
    If you skip ahead in a programme and skip through an ad break, you’ll still be shown the preceding ad break. Once they’ve finished, play will resume at the point in the show that you skipped to. If you skip over multiple ad breaks, you’ll only have to watch one set of adverts before your show starts.

    How do I close the application?

    To fully close and the ITV Player press the back button until you see your device homescreen. This will exit and close the app.

    If you wish to keep ITV Player running in the background, simply press the device home button from anywhere within the application.

    How do I find and play programmes?

    ITV Player for Android has a very simple design, so you can find the programmes that you want to watch as quickly as possible.
     
    Swipe ‘right to left’ and ‘left to right’ to navigate through the carousel of programmes. The ITV logo at the top left of the screen acts as a back button, taking you back to the previous page of the application.
     
    You can find programmes using the following navigation options:
     
    Don't Miss
    The Don’t Miss section shows you our editorially recommended programmes. Tap an image to go to the relevant episode page for that programme.
     
    Programmes by Channel
    This section shows you all available programmes for each channel, sorted by day. You’ll find the most recently broadcast programmes at the start of the carousel of programmes, for each channel.
     
    The marker on the left shows what day the programme was broadcast on. Tap an image to go to the relevant episode page for that programme.
     
    Most Watched
    This shows you the most popular programmes based on what all our users are watching. Tap an image to go to the relevant episode page for that programme.
     
    Last Watched
    This section shows all the programmes that you have recently watched and when you watched them. Items in this section will be automatically removed when the programme is no longer available. If you wish to clear this list, use the clear button. Last Watched can only be cleared in portrait view.
     
    Portrait and Landscape Navigation
    The ITV Player navigation screen can be viewed in landscape (horizontally) or portrait (vertically) on all devices. Video playback is only available in landscape view so you will notice that the screen rotates if you select your programme whilst navigating in portrait view.
     
    Portrait Navigation
    Once you’ve selected the programme you want to watch, you’ll be taken to the relevant episode page for that programme.
     
    The page will show the information for the episode at the top. Tap on the image to begin watching the programme.
     
    At the bottom of the page you’ll also see a carousel of other episodes available for that programme. Simply select the episode you’d like to see and it will become the main episode on the page. Then tap the image to play the episode.
     
    The ITV Player logo at the top of the screen also serves as a ‘back’ button.
     
    Landscape Navigation
    The ITV Player navigation screen can be viewed in landscape (horizontally) or portrait (vertically) on all devices. Video playback is only available in landscape view so you will notice that the screen rotates if you select your programme whilst navigating in portrait view.
     
    In landscape view, once you’ve selected your navigation option (e.g. ITV2), you’ll see a second carousel of programmes. This carousel displays all the programmes available in that category.
     
    Find a programme then simply tap the image to start watching it. If it’s not the specific episode that you wanted, select ‘All Available Episodes’ at the bottom right of the page. A third carousel will then appear, showing all the episodes available for that programme.
     
    To navigate back between the carousels, simply select or swipe down on the blue headers. You will see the carousels disappear. The ITV Player logo at the top of the screen also serves as a ‘back’ button.
     
    Programme Playback
    Programmes can only be viewed within the player in landscape orientation on all devices. The controls provided are standard video controls.
     
    To exit the player use the ‘X’ icon on the top left of the screen.
     
    To move forward or backward during video playback, tap on the video timeline bar at the bottom of the screen. The timeline bar also contains a play / pause button and volume control.
     
    You are not able to skip through adverts. Some of our adverts carry links to our advertisers’ websites. If you wish to find out more information about the product being advertised simply tap on the bar at the top of the advert.
     
    Your programme will be paused and a web browser will be opened showing the relevant page. To return to your programme simply select the close button at the top left of the screen and you will return to the video player.

    How do I get the best playback experience?

    ITV Player programmes are streamed to your device. The video player will look at the strength of your connection to internet and user ‘adaptive bitrate’ technology (ABR) to determine the quality of the media you can play.
     
    If you are experiencing low quality playback it might be that you do not have sufficient bandwidth on your network to watch these programmes.
     
    ITV Player catch-up programmes are available over both wi-fi and mobile data networks (3G and 4G).
     
    Signal strength will vary depending on your network and location. This will be reflected in the quality of the stream that you receive.
     
    Furthermore, you may incur additional charges from your mobile supplier for viewing over these networks and we recommend that you check the prices on your tariff to avoid incurring unexpected costs.
     
    If you are having difficulties watching programmes please check that you have sufficient bandwidth on your network to watch ITV Player.
     
    Software
    ITV Player works with Android version 2.3 (Gingerbread) and higher.
     
    Please check that you have the most up-to-date version of Android in order to improve the performance of the application.

    How do I set up Parental Guidance?

    How do I set-up Parental Guidance?
    We identify programmes that we consider may contain inappropriate material for some audiences with a ‘G’ symbol.
    When you tap the Play button to view these programmes, you will be shown a Parental Guidance warning indicating what type of content you can expect to see.

    You can choose to create a 4 digit PIN number that will be requested each time you want to play a piece of content that carries a Guidance warning.
    PIN Set-Up
    Parental Controls are available within the application and can be accessed via the settings icon at the top right.
    Select Parental Controls and you will be taken to a screen indicating whether you have these settings turned ON or OFF.
    For first time use, press the button to ON and follow the instructions on screen to create your PIN.
    You will be asked to choose a 4 digit PIN number and to submit your email address. It is important that this is a valid, working email address as this will be where we will send you a reminder of your PIN to if you forget it.
    When setting a PIN for the first time, you will also be required to confirm that you are over 18 years old and that you accept our Terms and Conditions.
    Each time you want to watch a piece of content that carries a Guidance warning, you will be required to input your PIN number first, otherwise you will not be able to watch that content.

    Deactivating Parental Controls
    To deactivate Parental Controls simply select the settings icon at the top right of the screen.
    The next screen will then indicate that you have Parental Controls set to ON. Press this button to switch these controls OFF and follow the instructions by imputing your PIN.
    This will then clear any previous PIN number and email address from the application.
    Forgotten PIN numbers
    If you have forgotten your PIN you can request it either when you try to play a piece of content that requires PIN input (using the Forgotten PIN button) or by selecting Parental Settings from the settings icon (at the top right of the homescreen) and following the instructions to deactivate your PIN.
    Stored Data
    The application will store your PIN number and email address. This is not accessible by ITV. When you use the Forgotten PIN function the application will then send your PIN number and email address to our email service, which will automatically send you an email which includes your PIN.
    You will not receive any marketing or promotional email from ITV as a result of submitting your email address as part of this process.

    Is all ITV content available to watch on Android?

    We want to be able to offer you as many ITV shows as possible and as a catch up service, you can watch programmes for a period of 30 days following broadcast.
     
    However sometimes we don't have the necessary rights to show everything on  mobile devices so unfortunately, some shows will not be available on your Android device.  If this is the case, you can always check the show out on your PC at www.itv.com/itvplayer

    What information does ITV Player store on my Android device?

    By accessing and using this ITV App ("Application"), you are agreeing to us setting cookies on your device as set out below, and you are also agreeing to the terms of our privacy policy.
     
    Please read the information below and our privacy policy carefully so that you know what we are doing with your information.
     
    We may update this page from time to time so it's a good idea to come back occasionally and read through it again.  This page was last updated on 15 May 2012.
     
    What are cookies?
    Cookies are small files of letters and numbers.  These files are sometimes stored by applications in the memory of your mobile device.  Cookies are commonly used to help the user's browsing experience and provide more information about the user's experience and interests.  This information is generally used to make content, services and advertising more relevant and useful during future visits.  Some application functionality also depends on the use of cookies.  For more details about cookies you can visit http://www.aboutcookies.org
     
    How does the App use cookies?
    The ITV Player app uses cookies to provide increased functionality when you are using the App.  This helps us to provide you with a good experience when you use the App.  The App will issue cookies at various stages when you use it.  If you do not agree to this then you should not use the App.  The cookies that we use only collect anonymous information, and do not collect personal information.  Fore more info about how ITV uses cookies across its services, go to www.itv.com/cookies
     
    What cookies are used by the App?
    The cookies used by the App are functional cookies and which relate to the functionality of the App and allow us to improve the service we offer to you.  We have set out below the main functional cookies we use:
     
    Region Value - we use this cookie to remember the last videos you watched on the App
    2 Hour Ad Rule - we use this one to ensure that you do not have to keep watching the same ad-breaks if you close the App or rewind/fast-forward within a programme
    Feed Refresh - we use this cookie to refresh the application data feeds within the App to bring you the most recent content
    Guidance/PIN Settings - we use this cookie to remember your parental control preferences and encrypted PIN and email address so that once you have set your parental control preferences and/or PIN, we will remember those settings
    PIN Reset - this enables us to reset your parental control PIN if you ask us to.  This will use the information captured in the PIN settings as described above
    Unique Identifier - we use this cookie so that we can identify your device as a unique user of our services.  This enables us to track collective usage of the App to learn about how our customers use the service
     
    When do the App cookies expire?
    Some of the cookies used by the App have a lifespan that ranges from several minutes to several hours.  Some of the cookies are persistent and will never expire.
     
    How do I turn cookies off or delete cookies?
    Blocking or deleting cookies at App level is not possible.  However, deleting the ITV Player App from your device will delete all associated data and cookies.

    Why can't I watch some content?

    ITV Main Channel Content - Catch-up and Live
    The first time you launch the ITV Player app, it will either use the GPS capability in your device, or ask you to type in your postcode, so that we can provide you with the correct content for your location.
    ITV Main Channel content is only available to viewers in England, Wales and some Scottish Border areas.
    If you’ve moved location or feel you are in the broadcast area for the main ITV channel, please follow these instructions to reset your location and clear personal data:
    1. Open the application
    2. Select the ‘Settings’ icon at the top right
    3. Select ‘App Settings’ and tap ‘Clear’

    Once you’ve deleted your app data, re-launch the ITV Player. It will then either locate you using your device’s Location Services, or prompt you to input your postcode. It will also clear your Last Watched list.
    ITV3 and ITV4 Live Channels
    If you find that you can’t watch ITV3 and ITV4 Live channels this is because you are not subscribed to ITV Player Premium.
    To subscribe to watch these channels - which will also allow you to watch our catch-up content without the adverts - please tap the Play button on the screen and follow the instructions. Alternatively you can select ‘Subscribe to ITV Player Premium’ from the menu button at the top right of the screen.
    To use Location Services:

    • Open your device Settings and tap ‘Location Services’ on the left
    • Ensure ITV Player Location Services are set to ‘ON’
    • Open the ITV Player application and tap the Settings icon at the top right
    • Select ‘App Settings’ and tap ‘Clear’
    • This will restart the application and, if you are in a valid region, you should receive ITV content

    To use Postcode Lookup:

    • If you prefer to keep Location Services OFF, open your device Settings and ensure ITV Player Location Services are set to ‘OFF’
    • Open the ITV Player application and tap the Settings icon at the top right
    • Select ‘App Settings’ and tap ‘Clear’
    • This will restart the application and you will then be prompted to input a postcode

    How To Find Content

    Having trouble trying to find the programme you want to watch? There are many ways you can find your favourite ITV shows on ITV Player, such as searching by day or by channel. If you fancy having a browse, you could try searching by category. Or if you know exactly what you’re looking for, you can type the name of the programme you’re looking for into the search box.

    If You Still Can't Find What You're Looking For...

    It May Be An ITV Encore Programme.

    ITV Encore is currently only available to Sky customers, and the programmes broadcast on ITV Encore are not available for catch up on ITV Player. For further information on anything to do with ITV Encore, please visit www.itv.com/encore/how-to-watch.

    It May Not Be Available Where You Live

    Certain ITV programmes are not available to some of our viewers in Northern Ireland and some parts of Scotland, and may need to be found on either UTV or STV’s catch up services. This is why we need to check your location when you first start using ITV Player, which you can do either by allowing us to find your location automatically, or by entering your postcode.

    The Programme May Have Expired

    Most of our programmes are available for catch up on ITV Player for thirty days. If you’re looking for an older programme, it will no longer be available.

    We May Not Have The Rights

    On occasion, we don’t have the rights to show all of our programmes on ITV Player, or only have the rights to show them for a limited time (under the usual thirty days). If you’d like to check if this is the case with any programme you are trying to watch, please contact us at itv.comsupport@itv.com and we’d be happy to look into this for you.

    Cookies

    By accessing and using ITV Player you are agreeing to us setting cookies on your device as set out in the Cookie Policy, and you are also agreeing to the terms of our Privacy Policy.

    About ITV Player Premium

    ITV Player Premium is a service which allow you to watch all your favourite ITV telly without any of the ads on your iOS device. By subscribing for just £3.99 a month, you’ll have access to the range of brilliant catch-up we offer, as well as live streams from ITV3 and ITV4. What’s not to love?

    Am I paying ITV or Apple for my subscription?

    As you are subscribing to ITV Player Premium via the Apple iTunes App Store, you will be billed by Apple for your subscription. You should also receive an email from Apple each month, just before your subscription is automatically renewed.

    Can I get a refund if I cancel part way through a month?

    Partial refunds are not available but if you cancel part way through a month, you will still be able to access all the features of the ITV Premium Player until the date your subscription expires. Once your subscription has expired, you will see the regular adverts again, and will not have access to the ITV3, ITV4 and Live Events Stream.

    How does it work?

    If you’d like to subscribe to the Premium service, just navigate to your Menu button in the app, and select Subscribe to ITV Player Premium. As soon as you do, your first month’s subscription will be charged to your iTunes account, and you’ll be charged on the same date each month until you wish to cancel. Alternatively, you can switch off Auto-Renewal in your iTunes settings, but do be aware that if you cancel your subscription part way through the month, you will still be debited the full amount - although of course, you can still access all the great entertainment on Premium until the date your subscription runs out. Please note that you may still see a sponsor page from time to time.
    For all the terms and conditions surrounding ITV Player Premium, please see our Terms & Conditions and our Privacy Policy.

    What devices does the ITV Player Premium subscription work on?

    You can access ITV Player Premium on any Apple iOS device that uses the iTunes account through which you purchased the service.
    At the moment, the Premium service is only available on iOS devices but we’re always looking at expanding onto other devices and platforms - so keep your eyes peeled for any developments!

    Region Set

    Some videos on ITV.com are only available in certain regions.

    Your location: Unknown

    Change

    Sorry, something has gone wrong

    Invalid postcode. Please try again.

    Region Set

    Why am I directed to stv.tv or u.tv when I try to view certain programmes?

    Certain ITV programmes are not available on itv.com to viewers in Northern Ireland and most viewers in Scotland.  Normally, these programmes will be available to those viewers on u.tv (for viewers in Northern Ireland) or stv.tv (for most viewers in Scotland).  Therefore we need to know where you are in order to make sure you are getting the right content.  If you're using a modern web browser then normally your browser will tell us where you are.  If not, then we'll ask you to enter your postcode.  If you think we've got your location wrong, then please click here.

    Does ITV Player keep me logged in?

    If you prefer the convenience of staying logged into ITV Player, you can select the box “Keep me logged in” when signing into your ITV Player account. Once this option has been selected, you will stay signed into your account for up to two weeks, even if you close your browser.
    However, if you are inactive on the site for more than 10 minutes, you will be prompted to re-enter your password to make any amendments to your ITV Player account. This is just for your security.
    If you would prefer not to remain signed into your ITV Player account, simply leave the “Keep me logged in” box unchecked and sign in as normal. We don’t recommend you stay logged in on shared or public computers.

    I can't remember what content I have purchased. How do I find out?

    You can view your purchase history online at any time by viewing the My Rentals bar, or by visiting the My Account section of your ITV account at the bottom of the page when signed in.

    I have forgotten my username / password. How can I reset it?

    If you lose or forget your password or username, please click on the 'Forgot your login details?' link and enter your email address. Your password will be reset and sent to the email address that you registered with.

    I wish to provide some feedback on ITV player. Who do I contact?

    We welcome all kinds of feedback. If you would like to submit feedback or detail any problems you may be experiencing, please click here.

    Why are some programmes free and others cost money to watch?

    All catch up programmes are free to watch, although some may require registration. Additionally, some of our older programmes and premieres are available for a small charge.

    Why do I have to register to watch programmes?

    In order for us to continue delivering you the great programmes you’ve come to expect from us, we need a little more information from you, which is why we are asking for you to complete a simple registration when you use ITV Player. Knowing who’s watching our programmes helps us show relevant adverts around them. Ultimately it benefits us all because the money we make from adverts pays in part for the shows we make and means that ITV is free to watch and free to make more of the shows you love. For more information please have a look at Your Details - Our Promise: https://www.itv.com/itvplayer/our-promise

    Why do I need to verify my email address?

    After providing your login details and card details, you're ready to complete your first purchase.  Having done this, you still need to complete a short step to receive full access to ITV Player.  You will receive an email in which you must click the link to verify your profile.  One this is done, you are ready to make additional purchases and from here it couldn't be easier.
    • Find a programme you want to rent
    • Click on the 'Rent' button
    • Review the confirmation screen
    • Enter your password, if you are not already logged in
    • Click on 'Pay with Card' ...and you're done

    Why is my postcode requested?

    When you first run the ITV Player application, you’ll be asked if the application can use your current location.
    If you select 'Allow', then we'll use your GPS information to determine which ITV channels you can view, depending on where you are in the UK. If you select ‘Don’t allow’, then you’ll be asked to enter your postcode so we can conduct the same check.
    This is because the primary ITV channel is only available to viewers in England, Wales and some Scottish Border areas. We need to know where you are in order to ensure that we comply with our broadcasting and rights obligations. Viewers outside these areas will still get access to ITV2, 3, 4 and CITV.
    If you choose not to input your postcode then you will only receive ITV2, 3, 4 and CITV programmes. The ITV logo will be displayed in the interface and if tapped, will display a message informing you that it is not available to you.
    If you are outside the United Kingdom then you won’t be able to view any ITV programmes.
    If you’ve moved location or feel you are in the primary ITV catchment area, please follow these instructions to reset your location:
    1. Open the application
    2. Select the ‘Menu’ icon at the top right
    3. Select ‘App Settings’ and tap ‘Clear’

    Once you've deleted your app data, re-launch the ITV Player. It will then either locate you using your device's Location Services, or prompt you to input your postcode. Please note this will also clear your Last Watched list.

    About ITV Player

    ITV Player lets you watch a wide selection of catch up on your Windows device. As part of our free, ad-funded catch up service, you can watch your favourite ITV programmes for up to 30 days after broadcast, over WiFi or a 3G/4G mobile data network. You must be in the UK to view our programmes. Unfortunately we are unable to show our content to users outside the UK. If you are in certain parts of Scotland, Ireland or Ulster, you will only be able to view ITV2, ITV3, ITV4 and CITV programmes. For more information, please see our support pages at itv.com/player/help.
    All our content is now available over both WiFi connections and mobile data networks. Please be aware that streaming video over mobile networks may incur additional costs.

    Can I download programmes to watch offline?

    Right now, it’s not possible to download our shows to watch offline. However, we are always working to make the ITV Player the best service possible, so make sure you keep an eye on the site for any updates we may have for you.

    Can I skip the adverts?

    As ITV are a commercial broadcaster, we show adverts in all our programmes. You’ll see adverts at the start of a programme and at predetermined intervals, just as if you were watching live TV.If you skip ahead in a programme and skip through an ad break, you’ll still be shown the preceding ad break. Once they’ve finished, play will resume at the point in the show that you skipped to. If you skip over multiple ad breaks, you’ll only have to watch one set of adverts before your show starts.

    How do I get the best playback experience?

    ITV Player programmes are delivered over HLS (http live streaming). The stream quality will vary depending on your Internet connection.
    ITV Player catch up programmes and live channels are available over both WiFi and mobile data networks (3G and 4G). Signal strength will vary depending on your network and location. This will be reflected in the quality of the stream that you receive.
    Furthermore, you may incur additional charges from your mobile supplier for viewing over these networks and we recommend that you check the prices on your tariff to avoid incurring unexpected costs.
    If you are having difficulties watching programmes please check that you have sufficient bandwidth on your network to watch ITV Player.

    How do I set up parental controls on Windows 8?

    We identify programmes that we consider may contain inappropriate material for some audiences with a ‘G’ symbol.
    When you tap the Play button to view these programmes, you will be shown a Parental Guidance warning indicating what type of content you can expect to see.
    You can choose to create a 4 digit PIN number that will be requested each time you want to play a piece of content that carries a Guidance warning.
    To set up parental controls, navigate to your Settings menu in the ITV Player app, and select parental controls. Switch the parental control selection bar to ON, and you will be asked to enter a 4 digit PIN which you will need to enter any time you choose to play any G rated material.
    If you have forgotten your PIN, please contact customer support at itv.comsupport@itv.com who will be able to assist you.

    Is all ITV content available?

    We try to offer you as many ITV shows as possible on ITV Player. However we may not have the necessary rights to show you all ITV programmes on mobile devices, so unfortunately there may be some programmes that won't be available.

    What information does ITV Player store on my device?

    Introduction
    By accessing and using this ITV Player application ("Application"), you are agreeing to us setting cookies on your device as set out below, and you are also agreeing to the terms of our privacy policy.
    Please read the information below and our privacy policy carefully so that you know what we are doing with your information.
    We may update this page from time to time so it's a good idea to come back occasionally and read through it again. This page was last updated on 24th June 2013.
    What are cookies?
    Cookies are small files of letters and numbers. These files are sometimes stored by applications in the memory of your mobile device.
    Cookies are commonly used to help the user’s browsing experience and provide more information about the user’s experience and interests. This information is generally used to make content, services and advertising more relevant and useful during future visits. Some application functionality also depends on the use of cookies.
    For more details about cookies you can visit http://www.aboutcookies.org.
    How does the Application use cookies?
    The ITV Player Application uses cookies to provide increased functionality when you are using the Application. This helps us to provide you with a good experience when you use the Application.
    The Application will issue cookies at various stages when you use it. If you do not agree to this then you should not use the Application.
    The cookies that we use only collect anonymous information, and do not collect personal information. For more information about how ITV uses cookies across its services, go to: www.itv.com/cookies
    What cookies are used by the Application?
    The cookies used by the Application are functional cookies. Functional cookies relate to the functionality of the Application and allow us to improve the service we offer to you. We have set out below the main functional cookies that we use:

    Region Value:
    We use this cookie to remember the region in which you are located, which enables us to serve region specific content to you.
    Last Watched Info:
    We use this cookie to remember the last videos you watched on the Player.
    Guidance / PIN Settings: We use this cookie to remember your parental control preferences and encrypted PIN so that once you have set your parental control preferences and / or PIN, we will remember your settings.
    Unique Identifier: We use this cookie so that we can identify your device as a unique user of our services. This enables us to track collective usage of the Player to learn about how our customers use the service.
    When do the Application cookies expire?
    Some of the cookies used by the Application have a lifespan that ranges from several minutes to several hours. Some of the cookies are persistent and will never expire.
    How do I turn cookies off or delete cookies?
    Blocking or deleting cookies at Application level is not possible. However, deleting the ITV Player Application from your device will delete all associated data and cookies.
    Contact us
    Our full details are set out in our Privacy Policy. You can email us with any questions, queries or complaints at itv.comsupport@itv.com

    What other terms apply?

    Portions of this software may utilise the following software libraries, further details of which are below:
    • Newton Soft JSON
    • Windows Phone Theme Manager
    • Player Framework

     
    References below to “the Software” are references to each of the above software libraries only, as applicable. Newton Soft JSONCopyright (c) 2007 James Newton-KingPermission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.Windows Phone Theme ManagerCopyright [yyyy] [name of copyright owner] Licensed under the Apache License, Version 2.0 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License athttp://www.apache.org/licenses/LICENSE-2.0 Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License.

    Why is my postcode requested?

    When you first run the ITV Player application, you’ll be asked if the application can use your current location. If you select 'Allow', then we'll use your GPS information to determine which ITV channels you can view, depending on where you are in the UK. If you select ‘Don’t allow’, then you’ll be asked to enter your postcode so we can conduct the same check.This is because the primary ITV channel is only available to viewers in England, Wales and some Scottish Border areas. We need to know where you are in order to ensure that we comply with our broadcasting and rights obligations. Viewers outside these areas will still get access to ITV2, 3, 4 and CITV.If you choose not to input your postcode then you will only receive ITV2, 3, 4 and CITV programmes. If you are outside the United Kingdom then you won’t be able to view any ITV programmes.To change your location settings navigate to the Settings option via the lower right hand corner menu. In here you are able to clear your current location settings. Please note however that by clearing this information, you will need to either enter your postcode or allow us to find you via location services before you can watch any further ITV player content.