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 required to watch 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 Premium subscription will remove the in-video adverts, these sponsor pages will remain.

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.
To maintain an optimum viewing experience, try quitting any other applications running whilst viewing videos. Having multiple devices (including computers, tablets, mobiles and gaming consoles) can decrease the efficiency of your internet connection. Try disconnecting other devices from your broadband connection to improve the connection speed.
ITV Player will automatically adjust your viewing experience based on the free bandwidth you have available on your internet connection and the free resources on your PC or Mac.
ITV Player requires a minimum broadband connection speed of 500kbps to operate normally. Internet connections slower than 500kbps may result in poor playback quality.

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 can I only watch a premiere on PC or MAC?

At the moment, we have only rolled out paid content to our player on itv.com.  Watch ITV Player at www.itv.com/itvplayer which is still our most popular platform.  It's also the only platform currently set up for purchasing content, so as we expand the paid content onto more platforms, Premieres will also expand.

Why do I have to register to watch programmes?

You can still view the vast majority of our content for free for up to 30 days after broadcast. For some programmes, we simply ask you to register your details and create an account. This means, if you do decide to purchase some of our fantastic paid content, then you are ready to go. We will only ask you for payment details when you decide to make a purchase.

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.

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 required to watch 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 Premium subscription will remove the in-video adverts, these sponsor pages will remain.

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 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.
The latest version of Internet Explorer (Windows) can be downloaded from:
www.microsoft.com/windows/products/winfamily/ie/default.mspx
The latest version of Firefox (Windows / Mac) can be downloaded from:
www.mozilla.com/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/download

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.
To maintain an optimum viewing experience, try quitting any other applications running whilst viewing videos. Having multiple devices (including computers, tablets, mobiles and gaming consoles) can decrease the efficiency of your internet connection. Try disconnecting other devices from your broadband connection to improve the connection speed.
ITV Player will automatically adjust your viewing experience based on the free bandwidth you have available on your internet connection and the free resources on your PC or Mac.
ITV Player requires a minimum broadband connection speed of 500kbps to operate normally. Internet connections slower than 500kbps may result in poor playback quality.

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

Adobe provides an online test at: www.adobe.com/software/flash/about.
This page will tell you which version is currently installed and provides a list of the latest Player versions for each platform.

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

To watch programmes using ITV Player, you need a broadband connection with a download speed of at least 500kbps. Your internet service provider can tell you what speed connection you have signed up for, but you may also test your current connection speed at www.speedtest.net.
Please note that even if you have a strong internet connection speed, other factors can limit the functionality of ITV Player. This includes: -
  • The speed of your router.
  • The signal quality received by the device. If you are accessing ITV Player using a wireless internet connection and are receiving poor signal quality, try moving closer to the router, moving the router away from other electrical devices or adjusting the aerial(s) where possible.
  • The number of devices connected to the same broadband connection. Having multiple devices connected to the same network (including computers, tablets, mobiles and gaming consoles) can decrease the efficiency of your internet connection. Try disconnecting other devices from the broadband connection to improve connection speed.
  • The number browser pages open and/or programs running. Having multiple browser pages open or having multiple programs running on your computer can decrease the performance of your internet connection. Try closing any unnecessary internet browser tabs or programs running on your device.

What are the minimum hardware requirements to use ITV Player?

ITV Player is a Flash Video application and requires that Flash Player be installed. The minimum hardware requirements to run Flash Player are:

Requirements

Windows
Mac

Processor
Minimum
Intel Pentium 4 2.33GHz,
Athlon 64 2800+
(or equivalent)
Minimum
Intel Core™ Duo 1.66GHz
(or equivalent)

Memory
128MB RAM
256MB RAM

Graphics Memory
Minimum 128MB

An up to date set of hardware requirements for Flash Player can be found 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
For users running Windows, 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
ITV Player is a Flash Video application and also requires that Flash Player Version 10 (or above) be installed. This can be downloaded from get.adobe.com/flashplayer.
You can identify the version of Flash you currently have installed by visiting www.adobe.com/software/flash/about.
For system requirements to use Flash Player please visit www.adobe.com/products/flashplayer/systemreqs.

Why can I only watch a premiere on PC or MAC?

At the moment, we have only rolled out paid content to our player on itv.com.  Watch ITV Player at www.itv.com/itvplayer which is still our most popular platform.  It's also the only platform currently set up for purchasing content, so as we expand the paid content onto more platforms, Premieres will also expand.

Why is paid content only available on PC/MAC?

When we launched the new ITV Player with additional content available to rent, we wanted to make sure the player worked correctly so started with our most popular platform, itv.com/itvplayer.

Now that we have launched the new player, it's stable and working correctly we are looking at expanding the platforms on which you can purchase and view paid content.  More information will follow once we are ready to launch so watch this space!

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 on 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.
Supported devices and software
We have done extensive tests across a range of Apple devices and iOS software. You will need to be running iOS version 5.0 or higher, on a device from the following list:
  • iPhone 5
  • iPhone 4s
  • iPhone 4
  • iPhone 3Gs
  • iPad Mini
  • iPad with Retina display (4th generation)
  • new iPad (3rd generation)
  • iPad 2
  • iPad 1

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

Am I paying ITV or Apple for my subscription?

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 wil 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 connect to a TV using AirPlay or HDMI?

Yes. ITV Player supports AirPlay Mirroring for iPhone 4S, iPhone 5 and iPad 2 upwards running iOS 5 or later.
HDMI connectivity is supported on all current devices running iOS 5 except iPhone 3GS.
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 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 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.

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 required to watch 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 Premium subscription will remove the in-video adverts, these sponsor pages will remain.

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 tab 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.

How do I cancel my subscription?

How do I cancel a subscription?

Subscriptions can only be cancelled via iTunes. To cancel a subscription you can use this link – Manage Subscriptions – which will take you to your iTunes account.
From there you will see the option to cancel your subscription to ITV Player by switching off Auto-Renew. You can also access this page directly via the iTunes app on your iOS device or via iTunes on your laptop or PC and logging into you iTunes account.
Please note that your subscription will 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 period.
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.
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.
All refunds are managed by Apple and you will need to contact Apple to request a refund.
Once a subscription expires, you will again see in-video adverts when viewing our programmes and you will be unable to view some of our live channels.

How do I find and play programmes?

ITV Player for iOS 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.
Live
Tapping Live gives you access to Live simulcast streams for ITV and ITV2.
In addition we have now introduced ITV3, ITV4 and our ‘Live Events’ stream will appear when we have additional content to broadcast. This could include, for instance, a live sports tournament or a music event.
ITV and ITV2 remain as part of our free service whereas to watch ITV3, ITV4 and the Live Events feed you need to be an ITV Player Premium subscriber.
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.
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 horizontally or vertically on both small screen (iPhone and iPod touch) and large screen (iPad) devices.
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
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 be viewed within the player in either 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 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 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.
Wi-fi
ITV Player catch-up programmes are only delivered over wi-fi. If you are having difficulties watching programmes, please check that you are connected to wi-fi and that you have sufficient bandwidth on your network to watch ITV Player.
Mobile Data Networks (2G, 3G and 4G)
The Live channels are now available over both the mobile data networks and wi-fi. 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.
Software
ITV Player works with iOS version 5.0 and higher.
Please check that you have the most up-to-date version of iOS in order to improve the performance of the application.

How do I know if I'm still subscribed?

Within the application, the easiest way to check if you are still a subscribed user is to play some catch-up content, and see if you see any adverts.
In addition, from the homepage, select the menu button at the top right. If you are a subscribed user, then the first button you see will say ‘Manage your subscription’.
Alternatively, you can check the status of your subscription via your iTunes account.

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.

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.

If I buy a subscription, can I re-use it on another Apple device?

Yes – your subscription will be available to you on all your iOS devices that use your iTunes account.
Simply tap the menu button on your unsubscribed device, go to the ‘Subscribe to ITV Player Premium’ section and you will see a button labelled ‘Restore my subscription’. Selecting this option will prompt you for your iTunes account name and password.
The ‘Subscribe to ITV Player Premium’ section will only show on devices on which you haven’t yet subscribed or which do not have an active subscription.
Currently ITV Player Premium is only available on iOS devices.

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.

Supported devices and software

We try to make sure the ITV Player is available across as many iOS devices as possible, we do this by testing the player across the following phones;
  • iPhone 5
  • iPhone 4S
  • iPhone 4 
  • iPhone 3Gs
The quality of playback can depend on which phone you have, the network provider and the software capabilities of the phone.  To make sure the player performs at it's very best, make sure you have the latest version of iOS, but we recommend you have iOS 5.0 or higher
 
For help on updating the iOS on your phone, clicking here will redirect you to Apple's Support website.

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 1st May 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? – updates expected, waiting for Candyspace
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 submit my postcode and email address?

Postcode
When you first run the ITV Player application, you’ll be asked if the application can use your current location.
If you select 'Allow', 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 no, you'll be asked to enter your postcode so we can conduct the same check.
This is because ITV1 is only available to viewers in England, Wales and some Scottish Border areas. We need to know where you are 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 you will only receive ITV2, 3, 4 and CITV programmes.  ITV1 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 you won't be able to view any ITV programmes.
Resetting your location
We do not store your postcode or location data. We do store a broadcaster type which determines which ITV channels you have access to.
This is so each time you launch the application, we don't have to locate you or re-request your postcode.
If you've moved location or feel you are in the ITV1 catchment area, please follow these instructions to reset your location:
  1. Open the application
  2. Switch to Portrait view
  3. Select the 'Settings' icon at the top right
  4. Select 'App Settings' and tap 'Clear'

Once you've deleted the app data, re-launch the ITV Player app. 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.
If problems persist, please contact our customer support team. You can email us by clicking here.
Email
Submitting your email address is optional. We ask you for your email address so we can tell you about improvements and news surrounding ITV and its programming. If you'd like to unsubscribe from any of our mailing lists, follow the instructions in the email you receive upon registration or in any subsequent emails.

Why am I only getting ITV2, 3 and 4 and not ITV1?

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.
ITV1 is only available to viewers in England, Wales and some Scottish Border areas. If you’ve moved location or feel you are in the ITV1 catchment area, please follow these instructions to reset your location and clear personal data:
  1. Open the application
  2. Switch to Portrait view
  3. Select the 'Settings' icon at the top right
  4. Select 'App Settings' and tap 'Clear'

Once you've deleted the app data, re-launch the ITV Player app. 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.

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 ITV1 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

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.

About ITV Player on iOS

ITV Player on 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.
Supported devices and software
We have done extensive tests across a range of Apple devices and iOS software. You will need to be running iOS version 5.0 or higher, on a device from the following list:
  • iPhone 5
  • iPhone 4s
  • iPhone 4
  • iPhone 3Gs
  • iPad Mini
  • iPad with Retina display (4th generation)
  • new iPad (3rd generation)
  • iPad 2
  • iPad 1

Playback quality is dependant 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 iPhone 4S, iPhone 5 and iPad 2 upwards running iOS 5 or later.
HDMI connectivity is supported on all current devices running iOS 5 except iPhone 3GS.
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 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 required to watch 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 Premium subscription will remove the in-video adverts, these sponsor pages will remain.

How do I find and play programmes?

ITV Player for iOS 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.
Live
Tapping Live gives you access to Live simulcast streams for ITV and ITV2.
In addition we have now introduced ITV3, ITV4 and our ‘Live Events’ stream will appear when we have additional content to broadcast. This could include, for instance, a live sports tournament or a music event.
ITV and ITV2 remain as part of our free service whereas to watch ITV3, ITV4 and the Live Events feed you need to be an ITV Player Premium subscriber.
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.
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 horizontally or vertically on both small screen (iPhone and iPod touch) and large screen (iPad) devices.
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
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 be viewed within the player in either 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 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 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.
Wi-fi
ITV Player catch-up programmes are only delivered over wi-fi. If you are having difficulties watching programmes, please check that you are connected to wi-fi and that you have sufficient bandwidth on your network to watch ITV Player.
Mobile Data Networks (2G, 3G and 4G)
The Live channels are now available over both the mobile data networks and wi-fi. 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.
Software
ITV Player works with iOS version 5.0 and higher.
Please check that you have the most up-to-date version of iOS in order to improve the performance of the application.

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.

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.

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.

Supported devices and software

To make sure the player works across the iOS tablet range, we test the player on a number of devices.
    • iPad Mini
    • iPad 3
    • iPad 2
    How the player performs on your tablet will depend on your device and software capabilities. To get the most out of the player, its best to have the most up to date iOS running on your tablet, but as a minimum, it should be iOS 5.1

    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 1st May 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? – updates expected, waiting for Candyspace
    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 submit my postcode and email address?

    Postcode
    When you first run the ITV Player application, you’ll be asked if the application can use your current location.
    If you select 'Allow', 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 no, you'll be asked to enter your postcode so we can conduct the same check.
    This is because ITV1 is only available to viewers in England, Wales and some Scottish Border areas. We need to know where you are 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 you will only receive ITV2, 3, 4 and CITV programmes.  ITV1 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 you won't be able to view any ITV programmes.
    Resetting your location
    We do not store your postcode or location data. We do store a broadcaster type which determines which ITV channels you have access to.
    This is so each time you launch the application, we don't have to locate you or re-request your postcode.
    If you've moved location or feel you are in the ITV1 catchment area, please follow these instructions to reset your location:
    1. Open the application
    2. Switch to Portrait view
    3. Select the 'Settings' icon at the top right
    4. Select 'App Settings' and tap 'Clear'

    Once you've deleted the app data, re-launch the ITV Player app. 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.
    If problems persist, please contact our customer support team. You can email us by clicking here.
    Email
    Submitting your email address is optional. We ask you for your email address so we can tell you about improvements and news surrounding ITV and its programming. If you'd like to unsubscribe from any of our mailing lists, follow the instructions in the email you receive upon registration or in any subsequent emails.

    Why am I only getting ITV2, 3 and 4 and not ITV1?

    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.
    ITV1 is only available to viewers in England, Wales and some Scottish Border areas. If you’ve moved location or feel you are in the ITV1 catchment area, please follow these instructions to reset your location and clear personal data:
    1. Open the application
    2. Switch to Portrait view
    3. Select the 'Settings' icon at the top right
    4. Select 'App Settings' and tap 'Clear'

    Once you've deleted the app data, re-launch the ITV Player app. 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.

    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 ITV1 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

    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.

    Are all ITV shows available?

    We try to offer you as many ITV shows as possible on ITV Player.
    However we don't have the catch-up rights to all ITV programmes, so unfortunately some shows won't be available to watch on PS3.

    Can I skip the adverts?

    No. ITV is a commercial broadcaster and as such we show adverts in our programmes.
    You’ll see adverts at the start of a programme and at pre-determined intervals within your show, 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. But 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 adjust my screen resolution?

    ITV Player is optimised to work on PS3 default settings. If you wish to change your screen size, resolution or text size, please follow these instructions.
    To switch the display area or resolution:
    1. Press the 'triangle' button on your controller to display the web browser menu
    2. Select 'Tools'
    3. Select 'Display Area' or 'Resolution' and adjust the setting accordingly
    4. If you are in normal mode, select '-1' or '-2' to enlarge ITV Player to fit your screen
    5. If you wish to make ITV Player smaller, select '1' or '2'

    How do I disable the PS3 screensaver?

    PS3 default settings contain an active screensaver which will dim your screen after 20 minutes of inactivity. To make sure this doesn't happen when you're watching ITV programmes, follow these instructions:
    1. Select the 'PS' button on your controller to bring up the main menu
    2. Select the 'Settings' options
    3. Select the 'Display Settings' menu
    4. Select the 'Screensaver' option and select 'Do Not Use'

    How do I find and play programmes?

    ITV Player on PS3 has a very simple design, so you can find the programmes that you want to watch as quickly as possible. There are several ways you can find programmes. The navigation menu appears on the left hand side of the screen. Select an option from the navigation menu. You'll then see a list of programmes under each section. Once you've found the programme you want to watch, select it. The video player will appear on the right hand side of the screen along with a brief summary of the episode. Select the 'play' button to start watching the programme.

    How do I find other episodes of programmes?

    When more than one programme is available in a series, an 'other episodes' button appears on the right hand side of the screen, above the video player. Select 'other episodes'. You'll then see a list of available episodes on the left hand side of the screen. Select the programme you want and click 'play' to watch it.
    If you're having trouble finding the programme you want to watch, check the A-Z listings page to make sure the programme is available. We try to show as many ITV shows as possible on ITV Player. However we don't have the rights to show all ITV programmes on PS3.

    How do I get the best playback experience?

    ITV Player programmes are streamed to your PS3 using 800kbps of bandwidth in SD (standard definition).
    ITV programmes should stream perfectly over a wireless connection. However if you have difficulties watching programmes over wifi, or have a weak connection to your wireless network, we recommend using a wired connection. 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.

    What are Postcode settings?

    Postcode information is stored as a cookie. This is a piece of text held on your PS3 which identifies your system. This means you don’t have to re-enter your postcode each time you use ITV Player.
    If you change address and wish to re-register your PS3 you should:
    1. Press the triangle button on your controller to see the web browser menu
    2. Navigate to 'Tools'
    3. Select 'Delete Cookies'

    Why am I getting an unsupported resolution message?

    If you're getting the 'Unsupported Resolution' message, you should take the following steps to resolve it.
    If you are connected by a Component/SCART connector:
    1. Navigate to the 'Display settings' section under the 'Settings' tab of the PS3 Cross Media Bar menu
    2. Select 'Video Output Settings' from the list and then select the type of connection that is being used, 'AV MULTI / SCART'
    3. Move to the next step and select 'RGB' as the signal type
    4. Move to the next screen and accept the 'Standard (PAL)' default resolution
    5. Select '16:9' as the TV type
    6. Select 'X' on the PS3 controller to save settings
    7. You'll see a saved settings confirmation screen asking if you'd like to set audio output settings or finish. Select 'Finish'
    8. You'll be returned back to the PS3 Cross Media Bar menu. Now go back to ITV Player and you should see the postcode entry screen.

    Please note during this procedure the PS3 may display a blank screen for a short period of time before normal display is resumed.
    If you are connected by a incorrectly configured HDMI connector:

    1. Navigate to the 'Display settings' section under the 'Settings' tab of the PS3 Cross Media Bar menu
    2. Select 'Video Output Settings' from the list and then select the type of connection that is being used, 'HDMI'
    3. Move to next step and select the 'Custom' setting method from the list
    4. Move on to the next screen and select the resolutions that the TV supports ensuring the highest possible resolution supported by the TV is selected. (If you aren't sure of your TV specifications you can select all four settings at this point and the PS3 will dynamically select the most appropriate setting)
    5. If '576' or '720' is selected in Step 4 move on to the next screen where you will be asked to confirm the TV type that is being used. Always select '16:9'. You will then be asked to confirm settings
    6. If '1080i' or '1080p' is selected in Step 4 move on to the next screen where you will be asked to confirm settings
    7. Select 'X' on the PS3 controller to save settings
    8. A saved settings confirmation screen is displayed asking you whether you would like to set audio output settings or finish. Select 'Finish'
    9. You will be returned back to the PS3 Cross Media Bar menu. Now go back to ITV Player and the postcode entry screen should be displayed

    Please note during this procedure the PS3 may display a blank screen for a short period of time before normal display is resumed.

    Why do I have to enter my postcode each time I use the service?

    If you're being asked to enter your postcode each time you access the service, it's likely that you have cookies turned off.
    To enable cookies:
    1. Press the 'triangle' button to display the browser menu
    2. Navigate to 'Tools'
    3. Select 'Cookies' from the list
    4. Select 'Allow'

    Once you've deleted the cookie, you'll need to refresh the page. Again, press the triangle button and select Refresh. You'll then need to re-submit your postcode to enable the service.
    If you're unable to change your postcode, please contact the ITV.com customer support team by clicking here.

    Are all ITV shows available?

    We try to offer you as many ITV shows as possible on ITV Player. You can watch programmes for a period of seven days following broadcast.
    However we don't have the catch-up rights to all programmes, so unfortunately some shows won't be available to watch on ITV Player on freesat.

    Can I skip the adverts?

    No. ITV is a commercial broadcaster and as such we show adverts in our programmes.
    You’ll see adverts at the start of a programme and at pre-determined intervals within your show, 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. But 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 access ITV Player on freesat?

    ITV Player on freesat is only available to viewers in England, Wales and some Scottish Border areas. This is because ITV1 is only available to viewers in those regions and we need to ensure that we don't breach any broadcasting rights restrictions.
    If you do not have access to ITV Player but believe you are in one of these compatible regions you may need to check the postcode settings in your freesat receiver are correct and perform a re-tune of channels.
    If ITV Player is not supported on your receiver you will see a message on screen.
    ITV Player is currently available on these devices:
    • BUSH (BU11FSRHD32)
    • Echostar
    • Goodmans (GD11FSRHD32 & GFSAT200HD)
    • Humax (all Freesat models)
    • Manhattan Plaza (HDS2 & HDR-S)
    • Panasonic TV
    • Samsung
    • Sandstrom (SHDFSAT12)

    Please continue to check back here if your device is not listed at the moment.
    To use ITV Player you'll need to connect your freesat receiver to a broadband internet connection. Playback quality will be dependant on the quality and speed of your broadband connection. We recommend viewers have at least 2Mbps broadband to use ITV Player. Consult your user manual for more information about connecting your particular freesat receiver to the internet.

    How do I find programmes to watch?

    ITV Player on freesat has a very simple design, so you can find the programmes that you want to watch quickly. There are several ways to find programmes.
    Using the arrow keys on your remote control to navigate, select an option from the main menu that appears on the left hand side of the screen by pressing OK or right arrow. You'll see a list of programmes under each option, which can be navigated in the same way. To go back to the previous menu, press the back button.
    For each programme, broadcast information will appear on the right hand side of the screen along with a brief synopsis. Press the yellow key to read the synopsis in full.
    If other programmes in the same series are available a prompt will appear on the top right hand side of the screen identifying the number of additional episodes available. Press the right arrow on your remote control to view all episodes. To watch a selected programme, press the OK button.
    If you're having trouble finding the programme you want to watch, check the A-Z listings page, by selecting A-Z from the main menu, to make sure the programme is available.
    We try to show as many ITV shows as possible on ITV Player. However we don't have the catch-up rights to all programmes, so unfortunately some shows won't be available to watch on ITV Player on freesat.

    How do I get the best playback experience?

    ITV Player streams programmes to your freesat receiver at 800kbps in standard definition.
    We recommend viewers have at least a 2Mbps broadband connection to use ITV Player. If you have difficulties watching programmes you may want to consult with your internet service provider (ISP).
    You should also check your download limit with your ISP to make sure that you don't incur any additional data charges.

    How do I play programmes?

    To watch a programme you've selected in ITV Player, press the OK button. To pause the programme during playback, press OK and press again to resume.
    To fast forward or rewind, use the right and left arrows keys. Playback will jump forwards or backwards in one minute increments for each press.
    Advertising is important to ITV as it allows us to show all our programmes for free. You cannot fast forward through an ad break and if you attempt to skip past an ad break, you’ll still see the adverts you have skipped. However once they’ve finished, play will resume at the point in the programme that you skipped to, rather than the point after the adverts.
    If you skip multiple ad breaks, you'll only be required to watch one set of adverts.

    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.

    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?

    No. ITV is a commercial broadcaster and as such we show adverts in our programmes.
    You’ll see adverts at the start of a programme and at pre-determined intervals within your show, 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. But 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?

    No. ITV is a commercial broadcaster and as such we show adverts in our programmes.
    You’ll see adverts at the start of a programme and at pre-determined intervals within your show, 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. But 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.

    Are you planning on running Premieres every month?

    That's the plan, but it's best to check in on the itv.com website for more information.

    Can I buy more episodes earlier?

    It all depends on the licence agreement and rights for each programme so it may not be possible to buy every episode of a series before it is shown on TV, so it's best to check the programme pages for more information

    Does ITV Player keep me logged in?

    Yes, but we have put some controls in place to keep your account safe.
    If you visit ITV Player and have recently logged in on the same PC/MAC, you will automatically remain logged in and able to access the programmes you last watched, including any rented programmes.  This means you don't always have to enter your password.  However, if you are using a shared PC/MAC and do not want anyone else to see your account, click on your name in the top right hand corner and select 'Sign Out'.  In any event, you will be automatically logged out 60 days after you last entered your password.

    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 can I register for extended catch-up?

    If you wish to register for ITV Player extended catch-up content, please click here.

    How do I access archive or extended catch-up content?

    We have recently upgraded ITV Player, which will now provide more content online than ever before.
    Most programmes broadcast on ITV1, ITV2, ITV3, ITV4 or CITV are free to view to most users within the UK for up to 7 days from the date of transmission. This is subject to license agreements with rights owners.
    Extended catch up content will be available to all registered users for up to 30 days from transmission.
    ITV has made some content available to users to stream for a small charge and covers some of your favourite ITV shows.
    This content can be accessed by clicking on a programme in the same way that you would for any standard catch-up content. Users will have up to 1 month to watch individual episodes and 3 months to watch series.
    All prices are clearly listed next to each episode or series on the ITV Player website. If there is a charge for the programme you wish to watch, you will be prompted to pay for it at this point.

    How much do the premieres cost?

    Most of our premieres will be £1.29 but the price may vary for some titles so it's best to check before you buy. The price will be clearly displayed for each premiere we have.

    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).
    Series:  you can also purchase a series of programmes if you wish and as with single episodes, you can watch the series as often as you want but this time we will give you 3 months to do this.

    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 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.

    I'm a STV/UTV viewer, why is the premiere not available to me?

    At the moment, Premieres are only available to viewers who receive ITV programming.  As STV and UTV are independent to ITV, the premiere is not available. Programmes normally shown on ITV2, ITV3 and ITV4 will be available so it depends on the individual programmes. Any programmes that are not available as Premieres to STV and UTV viewers will still be shown on TV at the normal scheduled date and afterwards on STV and UTV's catch up service.

    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 don't watch the premiere before it is shown on TV, can I get a refund?

    Unfortunately we won't be able to give a refund once the show has aired on TV.

    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.

    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.

    The premiere didn't work, can I get a refund?

    Sorry to hear the programme didn't work for you, if you contact the Customer Support team they will look into this for you.

    What other programmes are going to be premiered in this way?

    We do have some plans for coming premieres but don't want to spoil the surprise just yet!

    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 or series
    • 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 can I only watch a premiere on PC or MAC?

    At the moment, we have only rolled out paid content to our player on itv.com.  Watch ITV Player at www.itv.com/itvplayer which is still our most popular platform.  It's also the only platform currently set up for purchasing content, so as we expand the paid content onto more platforms, Premieres will also expand.

    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.

    Why is paid content only available on PC/MAC?

    When we launched the new ITV Player with additional content available to rent, we wanted to make sure the player worked correctly so started with our most popular platform, itv.com/itvplayer.

    Now that we have launched the new player, it's stable and working correctly we are looking at expanding the platforms on which you can purchase and view paid content.  More information will follow once we are ready to launch so watch this space!

    Do you have Audio Description or Sign Posting on ITV Player?

    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?

    Yes, we do.  Around 70% of the content available on our PC or MAC ITV Player has subtitles available.   Most of what isn't subtitled is live programming like Daybreak, for example.  For other live shows like X Factor, the subtitles sometimes arrive later than the programme on ITV Player, which is normally down to a technical issue.
     
    At present, subtitles are not available on the ITV Player app for mobile devices.

    How do I activate PIN number protection for viewing post-watershed content?

    If your PIN has been deactivated or you want to activate it, you can request a new PIN by clicking on the Pin Reset option within the Help pages.  It only takes a few moments to process and we will send you an email with a new PIN number. When requesting a new PIN, please make sure you only click the Reset Pin button once.

    How do I switch subtitles on or off?

    If subtitles are available on a programme you are watching on ITV Player, once you start to play to programme, you should see an S symbol at the bottom right hand side of the player screen.  By clicking the S button, the subtitles will start once the adverts finish and the programme starts to play.  To switch the subtitles off, simply click the S symbol again and the subtitles will disappear.

    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.

    Text size on the site is very small and difficult to read, how can I make it bigger?

    You can increase the text size by clicking on "view" in the top menu bar of your browser and selecting "text size"; choose the size text you would like to use.

    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?

    Adobe provides an online test at: www.adobe.com/software/flash/about.
    This page will tell you which version is currently installed and provides a list of the latest Player versions for each platform.

    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?

    To watch programmes using ITV Player, you need a broadband connection with a download speed of at least 500kbps. Your internet service provider can tell you what speed connection you have signed up for, but you may also test your current connection speed at www.speedtest.net.
    Please note that even if you have a strong internet connection speed, other factors can limit the functionality of ITV Player. This includes: -
    • The speed of your router.
    • The signal quality received by the device. If you are accessing ITV Player using a wireless internet connection and are receiving poor signal quality, try moving closer to the router, moving the router away from other electrical devices or adjusting the aerial(s) where possible.
    • The number of devices connected to the same broadband connection. Having multiple devices connected to the same network (including computers, tablets, mobiles and gaming consoles) can decrease the efficiency of your internet connection. Try disconnecting other devices from the broadband connection to improve connection speed.
    • The number browser pages open and/or programs running. Having multiple browser pages open or having multiple programs running on your computer can decrease the performance of your internet connection. Try closing any unnecessary internet browser tabs or programs running on your device.

    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?

    No. ITV is a commercial broadcaster and as such we show adverts in our programmes.
    You’ll see adverts at the start of a programme and at pre-determined intervals within your show, 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. But 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

    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?

    Yes, but we have put some controls in place to keep your account safe.
    If you visit ITV Player and have recently logged in on the same PC/MAC, you will automatically remain logged in and able to access the programmes you last watched, including any rented programmes.  This means you don't always have to enter your password.  However, if you are using a shared PC/MAC and do not want anyone else to see your account, click on your name in the top right hand corner and select 'Sign Out'.  In any event, you will be automatically logged out 60 days after you last entered your password.

    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 give you my postcode?

    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 no, 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.

    Resetting your location
    We do not store your postcode or location data. We do store a broadcaster type which determines which ITV channels you have access to. This is so each time you launch the application, we don’t have to locate you or re-request your postcode.
    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 ‘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.

    Why do I have to register to watch programmes?

    You can still view the vast majority of our content for free for up to 30 days after broadcast. For some programmes, we simply ask you to register your details and create an account. This means, if you do decide to purchase some of our fantastic paid content, then you are ready to go. We will only ask you for payment details when you decide to make a purchase.

    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

    Terms and Conditions

    • 1. Acceptance of Terms and Conditions
      • 1.1. These terms and conditions ("Terms and Conditions") constitute an agreement between you and ITV Consumer Limited ("we" "us" and/or "ITV") regarding free and/or paid-for goods or services offered to you through the ITV Player (the "Player") by any media and on any platform whatsoever, including, without limitation, via the internet at www.itv.com/itvplayer (the "Website") or via any apps on third party platforms. Your use of the Player services is also subject to the ITV Terms of Use which can be found at www.itv.com/terms. If there is any inconsistency between these Terms and Conditions and the ITV Terms of Use in relation to the Player services, these Terms and Conditions shall prevail.
      • 1.2. By proceeding to use the Player you agree to be legally bound by these Terms and Conditions. These Terms and Conditions contain important information about your rights and obligations and the restrictions that may apply when you use the Player. If you do not agree with any of these Terms and Conditions then you should not use the Player. Once you access or use the Player you will be bound by these Terms and Conditions.
      • 1.3. These Terms and Conditions incorporate our Privacy Policy and our Cookie Policy which can be accessed here and here.
    • 2. The Player
      • 2.1. The Player offers users the opportunity to view television programmes, movies, clips, graphics, logos, interfaces, layout and other audiovisual content (including any HTML tag or other code or metadata which is contained in, linked to, from and around such content) ("Content").
        Content may be made available on the Player in the following ways:
        • 2.1.1. On a free basis ("Free Content"). You may be required to register as a user of the Player to view some Free Content; and/or
        • 2.1.2. On a rental basis where you may make a one off payment to view a piece, episode or series of Content for a defined limited period (as made available on the Player from time to time) ("Rental Content").
      • 2.2. To be eligible to use the Player you must be:
        • 2.2.1. 16 years old or over. If you are under 18 you must have a parent or guardian's permission to use the Player and your parent or guardian should be the one to register and pay for any Rental Content;
        • 2.2.2. located in the United Kingdom, Channel Islands or Isle of Man (the "Territory"); and
        • 2.2.3. a natural person (i.e. not a company or other business entity).

        If you do not meet the above criteria you should not access or use the Player. You agree that you will provide us with proof of your identity if reasonably requested by us to do so from time to time.

    • 3. Registering to use the Player
      • 3.1. Some Content is available to view free of charge without registering for an account with us. However, to view some of the Content available via the Player (including all Rental Content) you will be required to register for an account with us. You may register to use the Player on the Website. Upon registration you will be required to provide information including (but not limited to) your full name and email address, and you will need to choose a valid password.
      • 3.2. Following registration you will be able to set up your account to access Rental Content made available via the Player. You will be required to login to your account and to provide your payment details. Once you have done so you can purchase Rental Content.
      • 3.3. Your password is secret and confidential to you and you are responsible for keeping it secure. If you know or suspect your password has been compromised you must tell us immediately and change your password using the functionality provided within the My Profile page of the Player. We will never ask you for your password in an email or when calling you by telephone. We will never invite you to log in to your account through a link in any email communication you receive from us.
      • 3.4. Upon registering to use the Player you will be required to agree to these Terms and Conditions, the ITV Terms of Use, our Privacy Policy and our Cookie Policy. If you do not understand or do not agree with any of the terms contained within any of these documents you should not register to use the Player.
      • 3.5. You may at any time change the settings of your account by accessing the My Profile or My Payments pages of the Website and logging in using your email address and password.
    • 4. Content available on the Player
      • 4.1. To be able to view Content using the Player you must have a device which is compatible with the Player and an active broadband internet connection. Please see our minimum technical requirements and FAQs for further information about using the Player. It is your responsibility to ensure that your equipment, systems and connectivity are suitable to enable you to access the Content before you decide to make any purchase using the Player. If you are in doubt, we recommend that you attempt to view a piece of Free Content before you attempt to purchase Rental Content. We are not responsible in any way for your ability to view Content, even if your equipment and systems meets the minimum technical requirements. You will be responsible for any costs and other charges or expenses charged by your Internet Service Provider or mobile network operator in relation to your internet service and any use in relation to the Player.
      • 4.2. We are unable to guarantee that particular Content will be available at any particular time.
      • 4.3. We reserve the right to remove and/or alter the Content available via the Player and/or the functionality of the Player at any time and for any reason whatsoever. If we do so and such removal results in you being unable to view a piece of Rental Content we will at our discretion reinstate the Rental Content on your account or refund the purchase price to you. To obtain a refund please contact Customer Services for assistance.
      • 4.4. We will make reasonable efforts to keep the Player operational at all times, however we cannot guarantee that your use of the Player will be uninterrupted or error-free. From time to time we may temporarily suspend or remove the Player for technical, maintenance or operational reasons. If we suspend or remove the Player during a period in which you have purchased Rental Content and you are prevented from viewing that Rental Content as a result of the suspension of termination we will at our discretion reinstate the Rental Content on your account or refund you the cost of that purchase.
    • 5. Rental Content
      • 5.1. You may purchase Rental Content from the Player. Rental Content can be purchased by making a one-off payment to access individual episodes or series of Content. When you purchase Rental Content you have a maximum period in which to view the specified Content, and that Content can be viewed an unlimited number of times during that period (and you may do so from any device compatible with the service).
      • 5.2. For Rental Content which consists of a single episode the maximum period in which you can view and re-view the Content is one month from the date of purchase, but this period may be shorter depending upon the Content.
      • 5.3. For Rental Content which consists of a series or collection of Content the maximum period in which you can view and re-view the Content is three months from the date of purchase, but this period may be shorter depending upon the Content.
      • 5.4. Upon the expiry of the period specified in clause 5.2 and/or 5.3 above the Rental Content will automatically expire. No refunds will be given for Rental Content not fully viewed upon the expiry of any rental period, nor for any Rental Content remaining which has not been fully viewed at a time at which you choose to cancel or close your account with us.
    • 6. Parental controls
      • 6.1. Some of the Content available via the Player will have been shown on our television channels after the 9pm watershed and/or may contain strong language, nudity, sexual scenes or other material which may not be suitable for children. We will do our best to identify any such Content by using the 'G' symbol to allow you to make an informed choice about whether you wish your child to view the Content. If you wish to restrict access to such Content you may do so by making use of our PIN access control facility (although we cannot guarantee that the PIN access control facility will be available across all platforms). If you are under 18 you must not view any such Content unless you have permission from your parent or guardian.
      • 6.2. If you elect to use the PIN access control facility, the Player will set a cookie or similar device on your computer to enable the Player to remember the PIN which you have set and to enable you to use the PIN access control facility. You can read more about cookies and how we use them in our Cookie Policy.
    • 7. Billing and payment
      • 7.1. The price of any Rental Content will be as stated on the Player. All prices include VAT and any other applicable taxes.
      • 7.2. Any change in pricing for Rental Content will be detailed on the Player.
      • 7.3. All prices quoted on the Player constitute an offer of services and only when we send you email confirmation will your purchase be final. At that point a binding contract will exist between us and you for the provision of the Content which you have purchased.
      • 7.4. If you purchase any Rental Content from us you may cancel your purchase and receive a full refund at any time within seven (7) working days beginning the day after the contract is made PROVIDED THAT you have not accessed any of the Rental Content purchased. You agree and acknowledge that if you have accessed any of the Rental Content purchased then the provision of the services which you have purchased has commenced and accordingly you will not have a right to cancel your purchase (including but not limited to under the Consumer Protection (Distance Selling) Regulations 2000). If you have not accessed any of the Content and you wish to cancel, you must tell us in writing by email to itv.comsupport@itv.com or by post to ITV Customer Support, 4th Floor, 200 Gray's Inn Road, London WC1X 8HF that you wish to cancel. Refunds will be only processed to the payment method used for the initial purchase.
      • 7.5. Purchases of Rental Content can be made by credit or debit card as indicated on the Website.
      • 7.6. By entering credit/debit card details you are confirming that you are the owner of the credit/debit card (i.e. that the card was issued in your name) or that you are authorised by the owner of the credit/debit card to make the purchase. When you make a purchase your credit/debit card details will be remembered by the Player so that for future purchases you will be asked whether you wish to use the credit/debit card details stored, although you will need to enter your password. To add or delete a credit/debit card from your account please log into the My Payments page of the Player.
      • 7.7. You will be able to view a record of all of your purchases in the My Payments page of the Website.
      • 7.8. All personal or payment details sent over the internet will be securely encrypted using SSL technology. All card transactions conducted using the Player are processed using secure technology which complies with the PCI DSS Level 1 compliance standard.
    • 8. Account closure
      • 8.1. You can close your account with ITV at any time. If you wish to do so please contact Customer Services. If you inform us that you wish to close your ITV account, from that point forwards your account will be labelled as inactive. Some data such as transaction information may be retained for regulatory and/or compliance reasons and for our business records in case of any query regarding your account or transactions, but your account will be rendered inactive and you will no longer be able to login to the Website or the Player.
    • 9. Special Offers
      • 9.1. From time to time we may suggest special offers in relation to certain Rental Content. Such offers may be subject to additional terms and conditions which will be made available in conjunction with any such offers.
    • 10. Security Technology
      • 10.1. We use security and digital rights management technology for the Player to protect the material and content made available and content made available on the Player. You must not penetrate, remove or otherwise alter or interfere with any security measures used in connection with the Player, or attempt to do any of those things or assist any other person in doing or attempting to do any of those things.
    • 11. Geoblocking
      • 11.1. The Player uses "geo-blocking" measures to prevent you from accessing the services from outside the Territory. This is necessary for us to comply with the terms of our broadcast and content licences. You agree not to attempt to access, and/or not to attempt to circumvent the geo-blocking measures to access the Player from outside the Territory. Please also note that some of our services or certain Content may not be available in certain regions within the Territory. Where this applies, it will be made clear on the Player. If you are located within such a region you agree not to attempt to access the applicable services and/or not to attempt to circumvent any software or technical measures we use to regionalise our services within the Territory.
    • 12. General restrictions
      • 12.1. You agree that you will comply with our reasonable instructions regarding your use of the Player. You agree that you will not (and you will not allow any other person to) use the Player for any purpose which is commercial, unlawful or otherwise improper. In particular, except as expressly permitted by these Terms and Conditions or otherwise by us, you will not by any means as a result of or in connection with your use of the Player:
        • 12.1.1. view, or attempt to view, the same piece of Content or different pieces of Content through the same account concurrently on more than one device;
        • 12.1.2. remove, alter, bypass, avoid, interfere with or circumvent the digital rights management software or geo-blocking software;
        • 12.1.3. copy, download, lend, hire, broadcast, stream, capture, reproduce, archive, share, distribute, modify, translate, display, transmit or make the Content available to the public;
        • 12.1.4. remove or alter any copyright or other proprietary notice from the Player or from any Content;
        • 12.1.5. extract any data or metadata from the Player or any Content nor create any index or database incorporating any Content or any part of it;
        • 12.1.6. block, disable, obscure or impair any advertising on the Player or associated with any Content;
        • 12.1.7. capture or store any personal information relating to other users of the Player;
        • 12.1.8. incorporate the Player into another service or website or make it available via frames;
        • 12.1.9. reverse engineer, de-compile, disassemble, alter, duplicate, modify, rent, lease, loan, sub-license, make copies, create derivative works from, distribute or provide others with the Player or any Content;
        • 12.1.10. create any works or materials derived from or based on any Content or the Player;
        • 12.1.11. use the Player in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person; or
        • 12.1.12. do anything that may cause damage to the Player or our servers, systems or equipment or those of third parties, nor access or attempt to access any users' data or to penetrate or attempt to penetrate the Website security measures.
      • 12.2. You agree to compensate us in respect of any damages suffered by us or any of our losses resulting from any claim made by a third party in each case in respect of any matter arising from your use of the Player in breach of these Terms and Conditions or from your violation of any applicable law or regulation.
      • 12.3. You agree not to give any indication that you have any commercial relationship with us, or that you are our agent or that we have endorsed any submission you may make.
      • 12.4. We reserve the right to suspend, restrict or terminate your access to the Player at any time at our sole discretion. We may also ban or suspend you as a user of the Player if you do not comply with these Terms and Conditions.
    • 13. Trademarks and copyright
      • 13.1. All intellectual property rights in the Player and all content made available via the Player shall remain at all times the property of ITV or ITV's licensors. The names, images and logos identifying us, companies in the ITV group, our partners or third parties and our/their products and services contained within the Player are proprietary marks and may not be reproduced or otherwise used with express permission. Nothing in these Terms and Conditions shall be construed as conferring by implication any licence or right to use any trade mark, patent, design right or copyright of ITV or of any third party. You do not acquire any ownership right in any Content by accessing the Content on the Player.
    • 14. Advertising and third party sites
      • 14.1. The Player may contain links (whether by way of an advertisement or otherwise) to other third party sites and services. Such links are provided for your ease of reference and convenience only. We have no control over those third party sites or services and are not responsible for their contents. We do not endorse the material contained in any third party's sites or services and have no association with their operators. You agree that we will not be a party to any transaction or contract with a third party that you may into enter into and we will not be liable to you for any loss or damage which you may suffer by using those third party sites and services. You agree that you will not involve us in any dispute you may have with such third party sites and services.
    • 15. Limitation of Liability
      • 15.1. All services are provided on an 'as is' and 'as available' basis. We cannot promise that the Player will be free from errors or omissions nor that it will be available uninterrupted and in a fully operating condition, or free from viruses or other harmful components. Not all of the features and functionality of the Player will work on all devices. We make no guarantee that all or any features of the Player will work on any particular device. Whilst we do take reasonable precautions to prevent the occurrence of computer viruses and/or other malicious programmes, we accept no liability for them.
      • 15.2. These Terms and Conditions shall not make us responsible for any damage or loss caused to you where such damage or loss is not reasonably foreseeable to you and us when you use the Player, including where the damage or loss results from our breach of these Terms and Conditions.
      • 15.3. The Player may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our reasonable control. Except as set out elsewhere in these Terms and Conditions we will not be liable to you or to any other person in the event that all or part of the Player is unavailable, discontinued, modified or changed in any way.
      • 15.4. The views expressed in any content or material which is uploaded by you or other users of the Player do not reflect ITV's views.
      • 15.5. We do not accept any liability for:
        • 15.5.1. any damage or loss caused to you where you are not entering into these Terms and Conditions as a consumer;
        • 15.5.2. any damage to your computer, any software or for any loss of data that results from your use of the Player;
        • 15.5.3. any failure, any suspension and/or any termination of access to the Player or any content in connection with or arising out of a force majeure event. In these Terms and Conditions, a "force majeure" event shall include, without limitation, strikes, lock-outs or other industrial disputes, nuclear accident or acts of God, war or terrorist activity, riot, civil commotion, malicious damage, compliance with any law or government order, rule regulation or direction, accident or breakdown of plant or machinery, fire, flood, storm or default of suppliers, and where they are beyond our reasonable control, any other acts, events, omissions or accidents; and/or
        • 15.5.4. any claims brought against you by a third party except as stated in these Terms and Conditions.
      • 15.6. Nothing in these Terms and Conditions will:
        • 15.6.1. restrict your statutory rights as a consumer (including your rights to receive a reasonable standard of service, more details about which can be obtained from your local Trading Standards Office or Citizen's Advice Bureau); or
        • 15.6.2. limit our liability for death or personal injury resulting from our negligence or for fraud.
    • 16. Other important terms
      • 16.1. If any provision of these Terms and Conditions shall be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of these Terms and Conditions which shall remain in full force and effect.
      • 16.2. These Terms and Conditions are available in English only and shall be governed by and construed in accordance with the laws of England (or the laws of Scotland or Northern Ireland if you are domiciled there). Disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the jurisdiction of your domicile in Scotland or Northern Ireland.
      • 16.3. These Terms and Conditions were last updated on 5 June 2013. Please note that we may update and amend these Terms and Conditions from time to time and any changes will be posted on the Website and may also be notified to you by email (if you are a registered user of the Player and have provided us with your email address). By proceeding to use the Player you agree to be bound by any changes to these Terms and Conditions. However, it is your responsibility to ensure you review these Terms and Conditions regularly to familiarise yourself with any changes. We will not file or store a copy of these terms for each interaction on transaction by you via the Website. We therefore recommend that you print and store or save a copy of these Terms and Conditions for future reference.
    • 17. Contact Us
      • 17.1. You can email us with any questions, queries or complaints at itv.comsupport@itv.com.
        ITV Consumer Limited, a company registered in England & Wales with registered office at The London Television Centre, Upper Ground, London SE1 9LT. Company No. 2937518. VAT Registration: 197 0041 67

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