This might be an obvious question and you probably have tried it already.
The old delete and reinstall the player?
Click “chat online” within the green box for live chat
Send an email to customer support email in picture below
Many thanks @gavs82008 but the live chat doesn't work and I have emailed customer support only for them to blame my internet connection. I have been watching live matches on Amazon in the last few days and we have no connection problems with anything else.
I have given up on NowTV, it is too unreliable, and has taken up too much of my time. I have subscribed to Sky Sports now.