Reply
Occasional Poster
Posts: 9
Registered: ‎09-02-2017

Re: Unable to log on

[ Edited ]

EddieM wrote:

Thnaks @Audaxian

 

 

I'll send you an email with your username in it to see if this works for you or not Smiley Happy

 

 

Cheers


@EddieM Boom! That works, I'm logged in and it's letting me use my pass on the Smart Box.

 

What should I do with the second box the live chat team insisted on sending me because that was the next step in their troubleshooting process?

 

Edit: Serial, as I'm sure you folks will still want to track down why email address isn't being accepted for login purposes: YX004E585542

NOW TV Team
Posts: 459
Registered: ‎07-04-2016

Re: Unable to log on

Do what you wish @Audaxian

 

Extra box for another room?

 

Good to know your up and running.

 

 

Cheers

Eddie

Occasional Poster
Posts: 9
Registered: ‎09-02-2017

Re: Unable to log on

@EddieM under the assumption the same workaround would help others with the same issue, would others who only see an email address on their account (with no username listed) also be able to use the same format for username? FIRSTNAMELASTNAME

 

Or is this something you had to create for me rather than it being a hidden thing in the backend?

Highlighted
NOW TV Team
Posts: 459
Registered: ‎07-04-2016

Re: Unable to log on

Sometimes customers create there own usernames @Audaxian and others would be the same as yours which is your full name as One Word. A few posters have indicated that they have tried their usernames already however i know of one or 2 that are missing letters in the usernames and i'm waiting to hear back from them to correct the matter. No word from them yet however.

 

 

CheersSmiley Very Happy

Occasional Poster
Posts: 2
Registered: ‎01-05-2014

Re: Unable to log on

@EddieM I am having exactly the same issue. I've tried it with both my Now TV box and a Roku box. My login details work fine on iOS and the web, they also work when doing a hard reset of the box. But as soon as I try and sign into NowTV on either box - get the error "Sorry did not recognise your login".
Now box model: 2400sk, serial 1MH36H024586
Roku box model: 2710x, serial 1XC38X028213
I am getting no response to my customer service emails. Very close to quitting NowTV - please help.
NOW TV Team
Posts: 459
Registered: ‎07-04-2016

Re: Unable to log on

Hi @Craigrussssss

 

 

Can you check that your password doesn't have any special characters in it as this seems to be what most customers are having trouble with. Seems to have been a disabled feature on the boxes in a recent update that special characters are not working? If you do can you try changing your password to something that has no special characters and try logging in then?

 

 

 

Cheers

Occasional Poster
Posts: 3
Registered: ‎25-08-2016

Re: Unable to log on

I have the same problem with the log in uaing my white nowtv box. I can log in with any other device except my nowtv box. Cam anyone help?
NOW TV Team
Posts: 459
Registered: ‎07-04-2016

Re: Unable to log on

Hi @EE2017

 

Do you have any special characters in your Username,Email address or Password? if so this may be why it won't let you log in. If you do in your password please try changing this to a password with no special characters and test if you can sign in or not.

 

 

Cheers

Eddie

Occasional Poster
Posts: 3
Registered: ‎25-08-2016

Re: Unable to log on

Hi

I have characters and numbers only in my passwords. My email is
[email removed],which contains no soecial characters as well. I am
still having the problem,could you please help me in this issue.

Kind regards
Champion 2
Posts: 7,037
Registered: ‎31-12-2013

Re: Unable to log on

Hi @EE2017,

 

It would appear that when NOW TV issued their last 'app' update for (Roku) hardware playback devices, it broke support for some special characters, such as an % or + or $, etc. 

 

If you have any of the above in your password this will be the cause of your 'log on' problem!

 

 

Cheers


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