Maintenance in progress

We’re currently updating ITV Player. You can still browse the site and play programmes but you may experience problems logging in, managing your profile and doing searches. We suggest you avoid those features until the updates are completed.

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.

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, ITV2, ITV3, ITV4 and CITV.
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 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 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 click 'Watch Live' in the top navigation bar. 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. On mobile devices, select 'Watch Live' from the home screen.

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.

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, ITVBe, ITV3, ITV4 and CITV. Catch-up on your favourite ITV programmes for up to 30 days after they’ve been on the telly. ITV Player is available on a wide variety of devices and platforms, including online at ITV.com/itvplayer, Android and iOS devices, Windows 8, 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 look on the ITV Player home screen, where you’ll see a selection of our most popular shows.

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. 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 click 'Watch Live' in the top navigation bar. 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. On mobile devices, select 'Watch Live' from the home screen.

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

The ITV Player app can also be downloaded on Windows 8 phones

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.

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.

    ITV Player Rentals

     
    We have now closed our rental service on ITV Player. If you have any questions please don't hesitate to contact us at itv.comsupport@itv.com.

    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 ITV via simulcast, but when I clicked on the ITV button I got the message “programme currently unavailable”, why?

    We provide simulcast streams of ITV, ITV2, ITVBe ITV3, ITV4 and CITV 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. An example of this is some of the American shows we have on ITVBe, like The 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.

    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). . An example of this is some of the American shows we have on ITVBe, like The The Vampire Diaries, Gossip Girl and Real Housewives 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.comand 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.

    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?

    We will set a cookie to keep you automatically logged in on the computer you are using for 30 days or until you log out or log in on another computer/device. Please uncheck the 'Keep me logged in" box if you are using a public or shared computer to help prevent anyone else getting access to your account

    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 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 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, ITVBe, ITV3, ITV4 and CITV.
    If you choose not to input your postcode then you will only receive ITV2, ITVBe, ITV3, ITV4 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:

    Open the application

    Select the ‘Menu’ icon at the top right

    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.