NowTv on Hisense - can’t login

[Anonymous User]

I am able to login to my NowTV account on the web, but I cannot login on my TV. It keeps saying it doesn’t recognise the user or password - I am using the same details on the web with no problems.

[schnapps]

Hi @Anonymous User 

These suggestions below are long shots but worth a try.

If you have a username (not forum name) try your username instead of your email address.

Also somebody mentioned in the past that they used capital letters instead of lower case when entering their login details (can't remember what playback device they was using or if the capital letter was only the first letter or all of them).

When using your email address try dropping the @?????? on the end of the email address (mentioned in this linked article below, where i know it's relating to Youview Boxes, but might be worth having a go on the NowTV App on your Hisense Roku TV).

https://help.nowtv.com/article/error-messages-youview 

if you have an option to delete the NowTV App and reinstall it maybe try that as well.

Should your login password uses special characters for example £,&,% etc maybe change your password.

Apart from that see if live chat can assist you further.

[Anonymous User]

Thanks mate. I actually can’t enter my email address on the login screen - always used userid. I uninstalled and reinstalled several times, tried upper case, and all sorts of other stuff 😕

[schnapps]

Hi @Anonymous User 

When you say you can't enter your details, is that because no on screen qwerty keyboard pops up on the television screen ?

i believe the Youview box NowTV App is something similar and from memory you need to click on the OK or enter button on the remote to bring up the on screen qwerty keyboard.

If the NowTV App doesn't accept your username or email address, then see if live chat can assist you further (unless somebody who owns a Hisense Roku TV on the forum knows what's going wrong).

Here's a link below to find the green live chat button to click on.

https://help.nowtv.com/article/how-to-submit-a-complaint 

[Anonymous User]

@Anonymous User @schnapps 

Has anyone ever solved this issue? I still can’t log in on my hisense smart tv with now tv app. Error message “log in details not recognised” I have been in touch with now tv who couldn’t resolve the issue. They have still to get back to me. Have tried everything from

- factory resetting the tv

- logging in on another device to now tv (worked fine)

- changing payment details 

- removing other stored devices 

- Resetting password 

- Tried dropping the end of my email address from @***** onwards 

very frustrating. Don’t know who’s at fault but I generally think now tv shouldn’t be using hisense TVs for their apps if they are having this “apparent” common problem from what I am gathering. 

thanks 

[schnapps]

Hi @Anonymous User 

Maybe try deleting the NowTV App (if possible) then download a fresh version from the Hisense Roku App Store, then unplug the power to the television for 2 minutes, then power back up and see if you can login to the App.

Are you running a VPN, if so try setting it to the UK or disable it.

If you are running any third party software on your Router, such has adblockers, try temporary disabling it.

Never used a Hisense TV, but see if in the TV menu settings if there is a regional setting needs changing.

Can't really help, because i don't own a Hisense TV sorry.

Maybe type Hisense in the Community Search engine to see if there are any hit results with a solution.

Hopefully a Hisense owner will come to your rescue.

[schnapps]

Hi @Anonymous User 

I am guessing you have setup a Roku account to use the Roku OS service and Apps on the Hisense Roku TV (where i am assuming Hisense Roku works similar to the Roku players ?).

Maybe get in touch with Hisense UK support ?

[Anonymous User]

Yeah it’s via Roku and have the account set up. Customer service with them seems awful. One of them ones where it’s all automated answers and doesn’t solve my problem but I will try get in touch somehow with Roku and via hisense forums 

[schnapps]

Hi @Anonymous User 

One last thing, i am assuming you are trying to login into the NowTV App with your NowTV account details rather than the details you used to setup a Roku account ?

I don't know if you have a NowTV username which was an option in the past instead of using your email address when logging into the NowTV App, if so try your NowTV username instead of your email address (please note the NowTV username is not your NowTV forum name).

[Anonymous User]

@schnapps  Yeah using my now tv log in. Also tried the username. Absolute disaster. Just off the live chat with Roku which was a waste of 30 mins. They say the issue lyes with now tv and now tv are saying the issue is with Roku. Be just as handy to send the bloody tv back and pay the extra £100 for a Samsung as that’s what I run my now tv on in another room and it’s perfect. You pay for what you get as a man would say. 2 days i have spent trying everything and now tv technical team have yet to get back to again which is very poor service as I’m paying for the full sky sports and can’t watch it. They will soon get in touch when I raise a chargeback with my bank. At the end of the day I’m paying for something that isn’t working 

[schnapps]

Hi @Anonymous User 

I know over on HotUKDeals website the Hisense Roku Smart TV's have been well received for the money, where loads of customers have been happy with them.

I haven't seen many reports over on the HotUKDeals website about customers not being able to login to their NowTV App.

Maybe it's an issue with your particular television or is somehow account related.

Sorry Don't know the answer, maybe one last thing to try is to factory reset your Router back to default (even though the other Apps on the television seem to be working for you).

Otherwise if no luck and nobody else can help, return the TV and buy a Samsung.

[Anonymous User]

@schnapps 

looks like I have to return the tv and cancel my now tv. Neither of the two can advise anything else to do.  Very  strange. Only thing I haven’t tried is connecting via WiFi. As I’m connected through a TP link Ethernet extender. Def shouldn’t be the issue as all other apps are perfect 

or

maybe there is a fault with the remote when entering the password eg sticking button or wrong digits been pressed with faulty buttons. Don’t know just a thought 

[schnapps]

Hi @Anonymous User 

I am sure i read somewhere that somebody was having a problem with their Roku account when attempting to access the NowTV App on their Roku streaming box (not Hisense Roku TV).

Can't remember the solution, where they either factory reset the box and using Chrome internet browser setup a new Roku account or created a new Roku account after factory resetting their Roku box because it was directing them to the Roku USA website and not the UK.

When creating a Roku account avoid special characters and stick with letters & number combinations.

Maybe create a new Roku account or change your Roku details currently on the Roku data base once you have factory reset the Hisense television again.

https://my.roku.com/signin 

Sorry i am out of ideas.

[schnapps]

Hi @Anonymous User 

Another thing you could possibly check is that your IP address is pointing to the UK by using this website tool checker.

https://www.whatismyip.com 

[ukbobboy]

@Anonymous User  @schnapps 

Hi again Adig

I feel, without explicitly knowing, that the fault you are experiencing is between the Hisense TV O/S and Now TV app, and in their rush to get the TV to market they've failed to iron out all the bugs.  

After all, we've all seen this strategy played out before in the tech market, put something out before it's fully ready then later on roll-out updates to fix the outstanding problems, that's what I believe is happening here.

Still, sending the TV back, I think, is overkill because everything else works and there is a simple workaround that will get you Now TV services.

UK Bob

[Anonymous User]

Yeah I understand that but the tv was specifically bought so that I could run now tv with an Ethernet cable. Bad experience with WiFi interference etc and find a better connection with the Ethernet.

The reason I got this tv was for the now tv app. Typical that everything else seems to work 

[ukbobboy]

@Anonymous User 

Sorry Adig

That's some messed up bad luck, and especially as more and more Internet streaming kit are moving towards wireless/wi-fi connectivity, so a back-up purchase is a no-go.

I guess you'll have to send your TV back, you've got little to no choice.

Anyway, good luck with your future endeavour.

UK Bob

[Anonymous User]

I have also recently bought a new 50" hisense roku smart tv. the box and description advertised now tv as an app built in. we have recently moved house had had to wait 2 months to have internet installed which is when we bought the new tv with all apparent apps installed for convenience. upon setup we realised there was no NOW tv app but it had all the others apps like disney+ and Netflix . I have tried to add it as a channel and search but nothing is coming up . I have tried to get in contact with now but the lines charge £6 which my phone blocks. the live chat doesn't work and i cant add a post to the community other then to reply. I'm so frustrated as I'm wasting my money as i just want to use the service. I don't understand as to why my tv isn't supporting this app when it states it does. any advice welcome please. 

[schnapps]

Hi @Anonymous User 

I am guessing you are based in the UK and when you setup the Hisense Roku TV it defaulted to the UK region ?

Also you are not using a VPN and your Router IP points towards the UK (use What is My IP website tool) in my previously posted link.

I am guessing Factory resetting the Hisense Roku TV didn't make a difference ?

NOW don't have a telephone helpline for NOW TV membership customers (only Broadband customers) and the £6 charge is not a NOW direct telephone number and is a company not associated with NOW attempting to fleece people of money by deception.

NOW TV customers can reach NOW by using one of these communication methods in the link page below (should live chat not open using a different internet browser or another internet browser device, then send them a message using the web form).

https://help.nowtv.com/article/how-to-submit-a-complaint 

[Anonymous User]

Hello

I had the same issue with mine.

turns out it was special characters in my password. As soon as I changed it to letters and numbers only I was able to sign in.

[ukbobboy]

@schnapps  w/ @Anonymous User  & @Anonymous User for Info

Hey Schnapps

Just a thought, but has Now TV confirmed their app will run on a Hisense TV?  In other words, just because Now TV's app runs on Roku that, in itself, is no guarantee the app will run on a Hisense Smart TV.

Unfortunately. at this moment, I can't get into Now TV's Help Centre to check this out for myself.

UK Bob