If you see an error code or error message on TVNZ+, this guide covers the most common causes and what to do.
General fixes to try first
- Restart the TVNZ+ app — close it completely and reopen it.
- Restart your device by turning it off and back on.
- Check your internet connection — open a browser or another app to confirm you're online.
- Restart your router by unplugging it from the wall, waiting 2 minutes, then turning it back on.
- Update the TVNZ+ app — check your device's app store for any pending updates.
Common errors
Playback error / can't play this video — Usually caused by a connection problem or a DRM (digital rights) issue. Try restarting your device and router. If you're using a VPN, turn it off. If you're outside New Zealand, content playback isn't available.
Too many streams — The 2-simultaneous-stream limit applies to Event Passes — there is no stream limit on free TVNZ+ content. If you have an Event Pass, stop playback on another device and try again.
HDCP error — Your display or connected cables don't meet the content protection requirements. See the HDCP error article for steps to fix this.
Connection error / unable to connect — Your app can't reach the TVNZ+ servers. Check your internet connection and try restarting your router and device.
Account or sign-in error — Try signing out and signing back in. If you're being asked to sign in again, use your email address — we'll send you a one-time login code.
If you're seeing an error not listed here, or none of these fixes work, contact us and include the error code or message so we can help.