Before looking for your error code, why not try our TV and Sport help tool? The help tool can quickly get you back up and running again. Simply click the link below and give it a go. If................
Before looking for your error code, why not try our TV and Sport help tool? The help tool can quickly get you back up and running again. Simply click the link below and give it a go.
If you'd like to look up the code, please type the full error code in the box below.
For example: ZM001
Your existing internet connection isn't supported. Please try a different connection.
Please try again later.
Please use a different device.
ZB011, ZB012, ZB013, ZB901, ZB907, ZB910, ZB915, ZB921, ZB923, ZB927, ZB929, ZB999, ZH110, ZJ102, ZJ103, ZJ104, ZJ105, ZJ112, ZJ113, ZJ117, ZJ115, ZJ116, ZJ114, ZJ921, ZJ999, ZN003, ZP080, ZP081, ZP082, ZP087, ZP088, ZP089, ZP098, ZP901, ZP902, ZP903, ZP906, ZP907, ZP910, ZP911, ZP914, ZP915, ZP916, ZP917, ZP919, ZP921, ZP925, ZP927, ZP929, ZP930, ZP932, ZP936, ZP937, ZP938, ZP999, ZE025, ZE026, ZE027, ZE028, ZE029, ZP996, ZP997, ZP998, ZO027, ZN003, ZN003, ZP102, ZC001, ZC002, ZC003, ZB929, ZB002, ZB003, ZB004, ZB021, ZB022, ZB023, ZB010
Press Back all the way out of the app to the 'Main menu'.
ZJ901, ZJ902, ZJ903, ZO060, ZO061, ZO099, ZP967, ZP514, ZP090, ZP091, ZP092, ZP105, ZP107, ZP108, ZP112, ZL033, ZL035, ZL036, ZL034, ZL032, ZL031, ZM004, ZM005, ZM006, ZM007, ZM008, ZO999, ZP104, ZP113, ZP995
To fix this error, try restarting the app by pressing Back until you get to the 'Amazon Home' screen.
Pressing the Home button will keep the app open in the background so to fully restart, you need to press 'Back'.
You need to update your operating system (OS) to the minimum supported version.
Please wait 15 minutes, then try entering the details again.
This problem is caused by trying to enter a device name for your registered devices with either invalid or no characters. Try using a different device name.
We're having a problem with the registered device you're using. Try closing the app and restarting it. If you keep seeing this error, you may have to get in touch with us to take a closer look at your account.
ZJ900, ZJ910, ZJ911, ZJ914, ZJ931
Take a look at our Problems logging in to the BT TV App and online player for help.
You need to have BT TV App Extra to watch on the device you're trying to watch on. You can find out more information about App Extra here >.
The device you're trying to watch on isn't supported by the BT TV App. You'll need to try using the app on a different device. For more information on supported devices, go to bt.com/help/tv >
This error is due to a problem with your internet connection. Make sure you're fully connected to the internet, and then try again.
You'll see this error if you've left a programme paused for more than half an hour. Click on the programme you were watching to pick up from where you left off.
ZP928, ZP933, ZP958, ZP959
You've reached the maximum amount of devices you can have registered on your account. You can change a registered device once every thirty days in the 'Device Management' screen within the 'Settings' menu.
If you've changed your device in the last thirty days, you'll see a countdown at the top of the 'Device Management' screen that shows you how long you have before you can change it to another one.
This means you're using a Virtual Private Network (VPN) or equivalent location disguising service. The BT TV App isn't compatible with these types of services, so you'll need to swtich them off to use the app.
Downloads aren't supported on this device. Please go to bt.com/help/tv > for information on compatible devices.
There was a technical issue in starting playback of the programme you're trying to watch. You can fix this by exiting the player, and then playing the programme again. If the problem continues, restart the app and try again.
The device you're trying to open the link on doesn't have a browser that can support it. Try using a mobile or tablet to open the link.
ZO053, ZO050, ZO052
There's a problem with the link we're trying to take you to. Try restarting the app and pressing the link again. If this doesn't work, it may be something we have to fix in the background. Come back later and try again.
Our licence from our content partners for this title has expired, which meaans you'll no longer be able to watch it. We'll be removing it from the service shortly.