FREQUENTLY ASKED QUESTIONS

Step 1: Enter your mobile number.

Step 2: An OTP will be sent on this number.

Step 3: You’ve just got to enter it and click on Submit.

Ta Da! You are now a part of LIV! Stream over 30,000 hours of entertaining content! Binge away!

Simply enter your email address and registered password, and voila! You’re signed in! Binge over 30,000 hours of entertaining content!

One click is all it takes!

Tap on Facebook or Google account and click Allow.

Congratulations, you’re in! Over 30,000 hours of content awaits you. Let the binging begin!

Binge your favourite content on the big screen too! That too without the hassle of typing through clunky TV remotes. Here’s how:-

Step 1: You can activate LIV on your TV using your mobile phone or web app.

Step 2: With your TV remote, click on Sign in / Register.

Step 3: You will get a 4-digit code.

Step 4: Next, click on Activate on your mobile app / web.

Step 5: You’re almost there! Now all you have to do is, sign in with your credentials and type the 4-digit code that was displayed on the TV.

Step 6: Grab the popcorn! You are now signed in to over 30000 hours of binge-worthy content on your TV!

We’re extremely sorry buddy. Your LIV account will not work outside your country. It is currently available only in the country you register from.

For Android/Samsung TV/Amazon Firestick:

• Download the app from store/update the app to the latest version
• Login to Sony LIV app on your phone (with your registered email ID or Phone number)
• Go to menu on your mobile app and select “More”
• On this screen, click on “Activate TV”
• Enter the shown code on your TV in your mobile app and click on “Submit”
• Grab the popcorn! You’re now signed in to over 30000 hours of bingeworthy content on your TV!

For Chromecast:

• Connect your mobile device and TV screen with the same WiFi network
• Select the content you want to watch on your mobile app
• On the video player, click on the Chromecast icon
• Select the device you want to cast on
• Grab the popcorn! You can now watch over 30000 hours of bingeworthy content on your TV!

Sony LIV provides a wide array of availability and support in India and other International markets. Specifications particular to device make and model can be found below.

Step 1: First, let’s make sure you are connected to the internet. If not, please check your internet connection.

Step 2: If the app shows an error, then send it to us. We will get back to you asap!

Step 3: If it still doesn’t work then please share the following details to - livsupport@SonyLIV.com

No internet connection? No worries. Premium subscribers can download their favourite shows on mobile / tablet app and watch them when they are offline.

Become a premium subscriber now! Download and watch the most entertaining content even when you’re offline.

Click here to see LIV’s exciting plan options.

• Login to Liv app with your registered phone/number email or social account

• Ensure you’re on the latest app version

• Select the episode/movie you wish to download

• Check if the episode is available for download (a downward facing arrow on the content)

• Click on the down arrow and select the quality option and click on Start download to start downloading the episode/movie

• Enjoy your downloaded content anytime anywhere!

• Login to Liv app with your registered phone/number email or social account

• Go to menu on your mobile app and select “More”

• On this screen, click on “Downloads”

• Select anything from your downloaded episodes/movies and start watching

Android

• From the device’s home screen, open the “Settings” app
• Tap “Apps”, “Applications”, or “Applications Manager” (Terms and steps vary by device).
• You will see a list of the apps downloaded onto your device. Scroll through the list and tap on the Sony LIV app.
• To enable push notifications, click on Notifications and tap on “Allow notifications” from this screen.
• To disable push notifications, follow the same steps and disable “Allow notifications” from this screen.

iPhone/iPad

• From your device’s home screen, tap the “Settings” icon.
• From the settings screen select “Notifications”.
• From here, find the Sony LIV app from all the Apps installed on your device.
• Tap “Allow Notifications” and then choose your options for how you wish to receive push notifications.
• To disable the notification, follow the same steps and disable the “Allow Notifications” option

Google Chrome

• Open Chrome and select the “Settings” under the 3-point menu
• In Settings click on “Site Settings” within the “Privacy and Security”
• Select the “Notifications” and select the option “Sites can ask to send notifications”
• To disable the notification, follow the same steps and select the option “Don't allow sites to send notifications” and remove the website URL from the allowed websites list (if already allowed)

Safari

• Open Safari and click “Preferences” (under the Safari menu bar)
• Click on the “Notifications” tab
• Enable the “Allow websites to ask for permission to send push notifications”
• To disable the notification, uncheck the “Allow websites to ask for permission to send push notifications” and remove the website URL from the allowed websites list (if already allowed)

You can create a collection of all your favourite shows and movies under the 'My List' option in your app.

'My List' will help you keep track of your favourite content easily.

We will pick up your interests, on the basis of which, you will be recommended relevant content!

Start adding to your list now!

It's super easy guys!

Step 1: Make sure you're signed in to your account.

Step 2: See a '+' sign next to the content you're watching? Just click on it.And done!

Added something by mistake?

Go to the specific content's video and tap on the 'My List' icon to remove it from there.

Alternatively, you could also visit the 'My List' section and edit your collection.

Sony LIV has monthly and yearly variants of LIV Premium packs available.

Prices for the LIV Premium globally-

LIV Premium

This pack comprises exclusive Originals as well as International Series and is available across all platforms.

• Binge the exclusive World Premiere of series like Scam 1992, Gullak, Maharani, Tabbar, Rocket Boys, Avrodh, Undekhi, Your Honour, SOT & more.
• Stream the latest International shows
• No Ads

The payments methods differ from country to country, however broadly these are the payments available currently -

• Apple In App Purchase/ Appstore payment
• Google In App Purchase/ Google Playstore
• PayPal
• Select Debit and Credit Cards

If your payment mode supports auto-renewal, then your subscription will renew automatically, without any interruption, at the end of your subscription cycle.

If your payment mode doesn’t support auto renewal, then you can renew your subscription by going to ‘My Purchases’.

Don’t you worry. You can subscribe again from ‘My Purchases’ or from the Premium content of your choice.

You could also click on the Subscription cards on the homepage.

The cancellation will depend on the mode of payment.

Subscriptions made using Credit Card, Debit Card, In-app billing, Wallets and UPI can be cancelled from ‘My Purchases’.

Payment made by Credit Card or Paytm:

Go to ‘My Purchases’ Section on Sony LIV and click ‘Cancel’ to unsubscribe.

Payment made by Google Playstore:

• Go to your Play Store Account.
• Select Subscriptions.
• Click on Unsubscribe.

Payment made by Apple iTunes store:

• Go to the Settings icon on your iOS device.
• Select the option "iTunes & App Store".
• Click on “Apple ID” and then select “View Apple ID”.
• Now, login with your credentials.
• Click on “Subscriptions” and select the pack you wish to unsubscribe.

Payment made by Amazon Fire Stick / Amazon Store:

• To cancel a subscription, you purchased using Subscribe with Amazon:
• Go to Amazon.com
• Go to Your Memberships and Subscriptions.
• Select Manage Subscription next to the subscription you would like to cancel.
• Click the link under Advance Controls to be directed to the main subscription page. From this page, you can end your subscription.

If you have made a purchase using any other mode of payment, you will be charged only once and your subscription will expire automatically once your pack expires.

Sorry! We do not provide refunds or credits for any partial-month membership periods or unwatched content.

However, you can access the content till the end of the subscription period!

If the issue still persists, please contact us via Whatsapp number 8591975331 ( SonyLIV Assist) for quick and better assistance.

SonyLIV Premium Membership is supported on all devices.

However, for using your premium membership on your Smart TV, you will have to buy a SonyLIV subscription from your mobile/web.

Use the same account to binge unlimited content on your smart TV!

You can upgrade from your current pack to higher pack from your My Accounts section. Currently following upgrade options are available to users-

Note-

- Appstore users can upgrade via Appstore only

- Playstore users can upgrade via Playstore only

- CC/DC/Netbanking/Wallet users can upgrade via any of these payment modes

Our Subscription price in Canada are inclusive of all taxes for all the payment methods except Apple iTunes and Google Playstore account.

Do note you might be charged additional applicable taxes if you are paying through Apple iTunes or Google play stores account.

Below are the prices for Subscription in Canada :
Monthly Charges :- CAD 9.99 + applicable taxes
Annual Charges :- CAD 49.99 + applicable taxes

If you upgraded or deleted the application, or if you have download problems after purchase, do not worry. Your purchases are guaranteed. This functionality "restores" i.e. re-instate the active subscription on your device.

There are multiple scenario where restore is helpful

• In case user bought a subscription from say iPhone but the subscription is not visible on Apple TV, clicking on Restore button from My Account or My Purchase will enable subscription on the Apple TV.
• You have received subscription purchase confirmation from iTunes/Apple Store, but the subscription is still not active? Click on the Restore button from My Account or My Purchase and your subscription will be restored.
• You have deleted and reinstalled the app or restores the device from a backup? Simply click on Restore button from My account or My purchase and your subscription will be enabled.

User can restore functionality from either My Account in main menu or from My Purchases under My account.

Please make sure that you are logged and using the same Apple ID to restore which you used to purchase the subscription. If the Apple ID does not match with the ID you used to purchase subscription, the restore will fail.

Restore functionality is available and supports all Apple devices such iPhone, iPad, and Apple TV.

To change your phone number,

To change your email ID,

To change your name,

• Content Browsing, playback and purchase of any subscription services are not supported over VPN, Proxy or a routing service/software.

• Turn off VPN, Proxies or any other software that might route your internet connection from outside of your current region to access Sony LIV or its contents.

• We support standalone Chromecast devices from Generation 2 to Generation 3 and all TVs having in-built Chromecast device. In case you are using Chromecast Generation 1 device, please note that this device is no longer supported by Google and you might experience playback issues
• We don’t support any kind of mirroring through phone / use Screencast / MiraCast / MyCast/ Anycast or Airplay

This means that the information on the device that you are trying to cast needs to be refreshed. To fix this issue, follow the below steps and retry to cast –

1. Android phone or tablets
   • Ensure that your android device and Chromecast are connected to same Wifi
   • Restart your android phone or tablet
   • Update Google Home and Google Play services
   • Unplug your chromecast device from power source for 15s and plug it back to allow chromecast to reboot
   • Sign out of SonyLIV
2. iPhone or iPad
   • Ensure that your iphone/ipad and Chromecast are connected to same Wifi
   • Unplug your chromecast device from power source for 15s and plug it back to allow chromecast to reboot
3. Windows or Mac computer
   • If you use chrome, you can turn off unnecessary add ons by following the below steps -
   • In the address bar, enter chrome://extensions
   • Turn off any extensions that are turned on

Please try the following options –

• Delete special characters from your chromecast device name such as emoji’s or apostrophes as SonyLIV app cannot recognize special characters

• Ensure that your device and Chromecast are connected to same Wifi

• Update to recent version of Chrome

• In case if your router, modem or getaway is set to multicast routing, kindly refer to your router, modem, or getaway owner’s manual or manufacturer for setup instructions

• Make sure you are having latest SonyLIV app version installed on your device -

1. Android minimum version support: 4.4 or above
2. iOS minimum version support: 11.0 or above

• To change subtitle or audio language of the casting, go to Subtitle & Audio settings on the player of your device and choose your preferred settings. On submitting, the casting will start playing with the selected subtitle/audio language.

• To change volume of casting, press your phone or tablet’s volume buttons.

• Select the next content you wish to watch and press play. The earlier content will stop casting and the current content that is playing will be casted instead.

• If you still need help with issue resolution, kindly drop an email to livsupport@SonyLIV.com with detailed description of the issue.