Live chat have been as much use as a chocolate for guard. This has frustrated me to the point I have cancelled every service I have with them to another provider all together. I got a 4k smart box for my daughters room. Went through the set up. Got a 6 digit code. Input the code. Passes screen comes up. Press continue. Screen says hello kayleigh is this you. Press yes and continue. Then it says oops something went wrong at our end. On several devices and browsers this is happening. I've spent 6 hours between live chat and telephone calls and not one person knows what to do. They keep referring me to live chat. At one point I spoke to 5 advisors online who kept referring me to the relevant team which then lead to me having to explain all over again the entire problem. Then the icing on the cake has come.... they closed my complaint lol. When no response or resolution has been given after they requested box serial number and place of purchase.
Have you tried rebooting the nowtv box to hopefully generate a new six digit code on your television screen, then using your internet browser in either a Private Window or Incognito Mode by entering the code in this link below (assuming you are a UK customer).
Apart from the above i have run out of ideas on what to try.
If the NowTV website was encountering technical difficulties their end with all customers accessing their six digit code i would have expected high traffic on the forum.
Sounds like your case is the exception.
Sorry i couldn't offer any further advice.
Hope you get it sorted.
I got round it. I created a new account and did it that way. I immediately cancelled all passes straight after. I have the free month. The irony is they have now suspended my original account on broadband. Like I actually care anyway. All my services with them have been cancelled in any case. Including a bank block.