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Help and Frequently Asked Questions

Learn About CraveTV


What is CraveTV?

CraveTV is an on-demand video streaming service that's all about great television. CraveTV brings you thousands of hours of TV programming we know you'll love. We've got HBO classic series, hits from SHOWTIME, the best sitcoms in TV history, today's top shows and Canadian exclusive original series that we handpicked for TV lovers just like you.

 
How can I get CraveTV?

CraveTV is available for direct purchase for all Canadians through www.crave.ca. Signing up is easy and it is just $9.99 per month. You can choose from 1 of 4 different prepaid subscription plan options: 1, 3, 6 or 12 month plans.

Based on the pricing plan you choose, your account will be auto-renewed to the plan selected at the time of subscription. If you wish to change the plan you auto-renew to, please go into your account on Crave.ca and choose a different plan.

You can cancel at any time. There are no refunds, you will continue to enjoy CraveTV until the end of your billing period.

You can also subscribe to CraveTV on your Apple TV by using your iTunes account at $9.99 per month.

Alternatively, CraveTV is available through select TV providers to be added to your Television content package. Please check with your provider for pricing.

 
Is there a difference between subscribing through my TV service provider and directly with CraveTV?

Yes. How you get billed for CraveTV will be different:

  • If you subscribe directly through CraveTV by going to Crave.ca/subscribe, your credit card will be charged $9.99 plus taxes on a monthly basis after completion of your 1-month trial period.
  • If you subscribed to CraveTV through your TV service provider, CraveTV is part of your television package and you will be billed through the service provider.
  • If you subscribed to CraveTV through your AppleTV, you will be charged on the credit card linked to your iTunes account.
  • No matter how you subscribe, you will have access to CraveTV on web, iOS, Android, Xbox One, Windows 8.1, Samsung Smart TV and Amazon Fire TV Stick. Subscribing through your TV service provider may also give you access to CraveTV on demand through the set-top box.
 
I currently access CraveTV using my TV service provider username and password, do I need to create a new CraveTV account?

No, if you access CraveTV through your TV Service provider login, you can continue to do so. Click on the tab that is titled “Through my TV Provider” after you click Sign in.

 
I don’t have television service, but have Internet through a participating provider. Can I subscribe to CraveTV?

Anyone living in Canada with an Internet connection can go to Crave.ca/subscribe to sign up for CraveTV and enjoy the service on all supported devices.

 
How do I cancel my subscription?

Go to Crave.ca, and into your Account Settings and select the Cancel Subscription option to cancel the service. If you do not receive an email confirming your cancellation, please contact us at 1-888-CRAVETV (1-888-272-8388) or by email at help@crave.ca.

You will continue to enjoy CraveTV until the end of your billing period. If you have cancelled CraveTV, your credit card will no longer be charged on the next billing date.

If you signed up for CraveTV on your AppleTV, you will need to use iTunes to cancel your membership. If you have questions regarding iTunes billing, please visit this Apple Support page.

If you signed up for CraveTV through your TV service provider, please contact them for cancellation details.

 
Will I get a refund if I cancel my subscription?

You will always be able to enjoy your subscription until the end of your current billing period, no matter when you cancel. CraveTV does not provide refunds.

 
Am I eligible for the 1-month trial?

Everyone who subscribes for the first time to CraveTV directly through crave.ca/Subscribe or through their iTunes account on the Apple TV is eligible to try CraveTV for 1 month. This 1-month trial is only available once per email address and/or credit card. The 1 month trial is available when signing up for any of the 4 prepaid subscriptions plans at crave.ca/subscribe: 1, 3, 6 or 12 month plans.

If you received a promo code or gift code to enjoy CraveTV, you will not be eligible for the 1 month trial.

If you cancel and reactivate your subscription, you will not be eligible for the 1-month trial.

 
Which devices does CraveTV support?

CraveTV supports the following:

  • iPad, iPod and iPhone running iOS 9.0+ with AirPlay
  • Android tablets and smartphones running version 5.0+
  • Windows desktop, tablets and smartphones running version 8.1
  • Mac: 10.6+: Browsers: Safari 10, Firefox 52+ and Chrome 58+
  • PC: Firefox 52+, Chrome 58+, Edge 14+
  • Apple TV: Apple TV 3+, OS Version of 6.0+
  • Samsung SmartTV and blu-ray players with Samsung Smart Hub:  2014 – 2018
  • Xbox One
  • Amazon Fire TV Stick 2nd Gen and above
  • More to come soon!

 

How can I watch CraveTV on my TV?

CraveTV customers can access the service on Samsung SmartTVs, Apple TVs, Xbox One, Amazon Fire, Amazon Fire TV Stick and with Google Chromecast. For those who subscribe through their television service provider, CraveTV is available on the set-top box with select TV providers.

 
How can I watch CraveTV on my computer?

You can watch CraveTV from your computer at www.crave.ca.

 
How can I watch CraveTV on my mobile device or tablet?

To watch CraveTV from your mobile device or tablet, simply download the CraveTV app from either the Canadian Apple App StoreSM , the Canadian Google PlayTM store or the Windows Store.

 
Does CraveTV support AirPlay and Chromecast?

Yes! CraveTV supports both AirPlay and Chromecast.

 
How do I cast content via Chromecast?

See Google support at http://www.google.com/intl/en_ca/chrome/devices/chromecast/learn.html

 
Can I play video on CraveTV from more than one device at a time?

Yes, members of a household can stream CraveTV concurrently on up to two devices, and also watch content via the set-top box at the same time.

 
How many devices can be linked to one CraveTV account?

You may have up to five devices connected to your CraveTV account at any time.

 
Can I use CraveTV when travelling in Canada and the U.S.?

CraveTV is not available for use outside Canada.

 
Are programs available on CraveTV in HD?

Yes. CraveTV strives to offer users the best possible viewing experience. The video quality we deliver will depend on the content and your Internet connection and device. We'll automatically detect your connection speed and send you the highest quality stream your connection can support.

 
Does CraveTV have parental controls?

Yes, CraveTV has parental controls that allow you to require a PIN when viewing content rated above a particular level. You can find this in “Settings,” under “Parental Controls.” The PIN can be changed at any time, with a valid email address. The Parental Controls setting will be applicable for your account across devices and platforms that CraveTV is available on except Apple TV and set-top boxes.

Parental Controls for Apple TV are to be set up at the device level for all applications. Parental Controls set up via the CraveTV website or other apps will not apply on the Apple TV. https://support.apple.com/en-ca/HT200198

Please note that any parental controls settings on your TV provided through your service provider will not apply to the CraveTV apps or website.

 
Can I watch programs on CraveTV with closed-captioning?

Closed captioning is available on your set-top box, Apple TV, Web, iOS Android, Amazon Fire TV, Fire Stick and Samsung SmartTVs. This feature is coming soon for Xbox One and Windows 8.1 devices.

 
Can I watch programs on CraveTV in different languages?

CraveTV programming is available in English only.

 
Can I find out what catalogue content there is before I subscribe?

Yes! You don’t need a subscription to browse or search the full CraveTV catalogue. Visit www.crave.ca or download the app from the Apple App StoreSM and GooglePlayTM. You can also browse the catalogue on Apple TV, on your Samsung Smart TV, on Xbox One or on your Amazon Fire TV and Fire Stick

 
Where can I see ratings for programs on CraveTV?

Ratings for programs on CraveTV will appear on the program’s info page on all platforms.

 
What channel is CraveTV on my Bell, Telus, or Bell Aliant set top box?
  • Bell Fibe TV: Press the On Demand button on your remote or go to channel 310/1310
  • Telus: Press the On Demand button on your remote or go to channel 411
  • Bell Aliant: Press the On Demand button on your remote or go to channel 523, or press the Menu button to access VOD, where you can access the CraveTV folder
  • Eastlink:  Eastlink: Press the On Demand or VOD button on your remote, or press the Menu button to access VOD, where you can access the CraveTV folder.
  • VMedia: Press either the VOD or the Menu button on your remote.
  • Wightman: Press the Menu button on your remote to access the VOD menu, choose Library, then CraveTV.
  • Sasktel: Press the Video On Demand button on your remote, select TV On Demand, then select CraveTV from the list of Subscriptions, or go to channel 301.

 

Apple TV / iTunes


How do I subscribe to CraveTV with my iTunes account on my Apple TV?
  • Launch the CraveTV application
  • Play any video or visit “Setting”
  • Select the “Start your 1 month Trial” option.
  • If not signed in to iTunes, you will have to sign in first to complete the purchase.
  • Complete the purchase process to enjoy CraveTV.
 
How do I find the CraveTV app on my Apple TV?

For older generation Apple TVs, CraveTV will show up on the home screen of your device.

If you have purchased the new Apple TV, go to the App store and select CraveTV to download it to your device. Make sure your country region is set to Canada, to access the Canadian store.

 
What Apple TV devices is CraveTV supported on?

CraveTV is supported on Apple TV 3+, OS Version of 6.0+.

 
How do I sign in and activate CraveTV on my Apple TV?
  • Launch CraveTV and either play any video or visit ‘Settings’ and select Sign In
  • Go to www.crave.ca/appletv on a web browser
  • Enter the activation code displayed on your television
  • You will be given the option to subscribe or sign in if you are an existing subscriber.
  • Please select Already a CraveTV subscriber? Choose the method you used to sign up for CraveTV
  • Enter your credentials
  • Once completed successfully, you should see a 'Success!' message on your browser.
  • Return to your television and you are ready to start streaming video
 
I recently upgraded my AppleTV to a newer generation. How do I activate my CraveTV subscription on that device?
  • Launch the CraveTV application
  • Go to the Settings page
  • Select the “Purchase/Restore” option
  • Select “Purchased Through iTunes? Restore” option
  • Follow the steps to complete the Restore process
 
I subscribe to CraveTV through my AppleTV via my iTunes account. How can I access CraveTV on other platforms?
  • When you subscribed, you received an email inviting you to complete your registration.
  • When you click on the “complete my registration” link found in that email, you will be led to the CraveTV site where you’ll have to set a password for your account.
  • Once that is done, you can access CraveTV from all the available devices using the email that you specified for your CraveTV account and the new password created.
  • If you cannot find the registration email, call us at 1-888-CRAVETV and provide the email address you signed up with – we will send you a new email to complete your registration.
 
How do I update my iTunes billing information?

Please visit Apple support at https://support.apple.com/en-ca/HT201762 to manage your iTunes account.

 
How do I stop being billed through iTunes and start being billed through CraveTV?

You will need to use iTunes to cancel iTunes billing for your CraveTV account, and restart your membership from the subscribe page on the CraveTV website.

If you have questions regarding iTunes billing, please visit this Apple Support page.

 

Xbox One


How do I activate CraveTV on my Xbox One?
  • Download CraveTV from the Xbox marketplace. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play or select the ‘Start your 1-month trial’ button or choose Sign In if you already are a CraveTV subscriber.
  • Go to www.crave.ca/xboxone from a web or mobile browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.
  • Return to your television and begin enjoying CraveTV on your Xbox One!
 
How do I get CraveTV on my Xbox One?

On the Xbox One, go to the “Store” page and select “Apps” from the categories on the right. If you don’t see the app in the list of suggested apps, search for CraveTV. Select the icon, click on “Get it FREE” and confirm to download the app.

 
How do I deactivate my Xbox One from CraveTV?

To deactivate a device from CraveTV either go to www.crave.ca on your computer or mobile device, OR open the CraveTV mobile app and go to 'Device Management' in 'Settings' and remove the device. By default your Xbox One device will be identified as 'Xbox One'.

 
On my Xbox One, I received a message that I do not have permission to view content. Why is this happening?

CraveTV respects any content restriction settings applied to an Xbox LIVE account. If you have content restrictions on your Xbox LIVE account and/or Parental Controls enabled on your CraveTV account the CraveTV Xbox app will assign the more restrictive of the two settings when you try to view movies and series.

 
I have questions about my Xbox One. Where can I get help?

For general questions on Xbox One, including LIVE account help and setting up your Kinect, please visit www.xbox.com/support

 

SAMSUNG SMART TVS


How do I get CraveTV on my Samsung Smart TV or blu-ray player?

On the Samsung SmartTV, look for the CraveTV icon in the ‘Recommended’ section or through Video apps in the SmartHub store. Select the icon to install the app.

 
What Samsung devices is CraveTV supported on?

CraveTV is supported on select Samsung 2013 - 2017 Smart TVs and blu-ray players with Samsung Smart Hub. If the CraveTV app isn’t already available in your app list, you can find it in the Canadian Samsung Smart Hub.

If you cannot find CraveTV or are experiencing issues with the Samsung Smart Hub store call Samsung support at 1-888-899-7609 or go to http://www.samsung.com/us/appstore/support.

 
How do I activate CraveTV on a Samsung Smart TV or blu-ray player?
  • Download CraveTV from the app store or marketplace of your device. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play or select the ‘Start your 1-month trial’ button or choose Sign In if you already are a CraveTV subscriber.
  • Go to www.crave.ca/samsung from a web browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.

Return to your television and begin enjoying CraveTV on your Samsung Smart TV!

 

Amazon FireTV Stick


How do I activate CraveTV on my Amazon Fire TV Stick?
  • Select the CraveTV app from the Amazon store screen. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play and select the ‘Start your 1-month trial’ button or choose Sign In if you are already a CraveTV subscriber.
  • Go to www.crave.ca/firetvstick from a web or mobile browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.
  • Return to your television and begin enjoying CraveTV on your Amazon Fire TV Stick!

 

SIGNING IN / ACTIVATION


I am having problems signing in. Who can help me?

For problems signing in, you will need to contact CraveTV or your TV service provider, depending on how you subscribed to CraveTV.

 
I forgot my login information. What can I do?

Don’t worry, it happens to the best of us.

If you subscribe directly to CraveTV or if you completed your registration after subscribing via an Apple TV (through iTunes), you can reset your password by selecting ‘Forgot Password’ on the sign in screen. If you have forgotten your username (which is the email address you signed up with), you will need to contact CraveTV at 1-888-CRAVETV (1-888-272-8388) or help@crave.ca.

If you get CraveTV as part of your TV package, through your TV service provider, please use the contact information below:

 
How do I sign in and activate CraveTV on my Apple TV?
  • Launch CraveTV and either play any video or visit ‘Settings’ and select Sign In
  • Go to www.crave.ca/appletv on a web browser
  • Enter the activation code displayed on your television
  • You will be given the option to subscribe or sign in if you are an existing subscriber.
  • Please select Already a CraveTV subscriber, Sign in
  • Enter your credentials
  • Once completed successfully, you should see a 'Success!' message on your browser.
  • Return to your television and you are ready to start streaming video
 
How do I activate CraveTV on my Xbox One?
  • Download CraveTV from the Xbox marketplace. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play or select the ‘Start your 1-month trial’ button or choose Sign In if you already are a CraveTV subscriber.
  • Go to www.crave.ca/xboxone from a web or mobile browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.
  • Return to your television and begin enjoying CraveTV on your Xbox One!
 
How do I activate CraveTV on a Samsung Smart TV or blu-ray player?
  • Download CraveTV from the app store or marketplace of your device. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play or select the ‘Start your 1-month trial’ button or choose Sign In if you already are a CraveTV subscriber.
  • Go to www.crave.ca/samsung from a web browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.

Return to your television and begin enjoying CraveTV on your Samsung Smart TV!

 
How do I activate CraveTV on my Amazon Fire TV Stick?
  • Select the CraveTV app from the Amazon store screen. Make sure it is set to the Canadian store.
  • Launch CraveTV on your device.
  • Select any video to play and select the ‘Start your 1-month trial’ button or choose Sign In if you are already a CraveTV subscriber.
  • Go to www.crave.ca/firetvstick from a web or mobile browser
  • On your web or mobile browser enter the activation code that has been displayed on your television
  • Choose the ‘Start your 1 month free trial’.
  • Please follow the on-screen instructions to complete subscription or sign-in process.
  • Once complete, you should see a 'Success!' message on your browser.
  • Return to your television and begin enjoying CraveTV on your Amazon Fire TV Stick!

 

GIFT CODES


What is a CraveTV gift subscription? 

CraveTV gift subscriptions are available for purchase at: crave.ca/gift. Pick from 3, 6 or 12 month subscription options. The recipient will receive a gift code via email that they can redeem at: crave.ca/redeem. No credit card is required for redemption but a Canadian credit card is required to purchase. You must be a Canadian resident to purchase and/or redeem a Gift Subscription.

 
Where can I purchase a CraveTV gift subscription?

You can purchase a CraveTV gift subscription online at: crave.ca/gift. A Canadian credit card is required to purchase. You must be a Canadian resident to purchase and/or redeem a Gift Subscription.

 
Do I need to have a CraveTV subscriber account to purchase a gift subscription?

No, anyone can purchase gift subscriptions online at: crave.ca/gift. A Canadian credit card is required to purchase a gift subscription. You must be a Canadian resident to purchase and/or redeem a Gift Subscription.

 
Can I get a refund on a CraveTV Gift Code I purchased?

No, all purchases are final and there are no refunds.

 
Who is eligible to redeem a CraveTV gift subscription?

CraveTV gift subscriptions can be enjoyed by both new and existing subscribers of CraveTV. Just go to crave.ca/redeem and follow the on-screen instructions to redeem.

 
I have a CraveTV subscription through my TV provider - can I add the CraveTV gift subscription to my TV account?

No, if you subscribe to CraveTV through your TV provider, you will not be able to add this gift subscription to your TV account. You can still enjoy your gift subscription by creating a new account directly with CraveTV at Crave.ca. You can apply your gift code at crave.ca/redeem, This gift subscription will not be linked to your TV provider account.

 
Can I redeem a CraveTV Gift subscription on my account if I pay through iTunes?

Gift subscriptions cannot be applied to your CraveTV subscription on iTunes. Please call us at 1-888-CRAVETV (1-888-272-8388)to understand how you can enjoy a CraveTV gift.

 
Will I need a credit card to redeem a CraveTV gift subscription?

No, a credit card is not required for the redemption of a gift subscription. Just go to crave.ca/redeem and follow the on-screen instructions to redeem.

 
How do I redeem my gift?

Enter the 12 digit gift code you found in your gift email at crave.ca/redeem and follow the on-screen instructions to create your account and enjoy CraveTV.

 
Can I redeem more than one CraveTV gift?

Yes, you can add multiple gift codes to your account. Just go to crave.ca/redeem and follow the on-screen instructions to redeem.

 
I'm going on vacation, can I pause my CraveTV subscription?

No, a CraveTV subscription cannot be paused.

 
Will my CraveTV subscription auto renew after my gift subscription expires?

Your subscription will be auto renewed to the monthly plan if you have a valid payment instrument on file. To continue uninterrupted access to CraveTV, ensure to update your account with a valid payment instrument.

You will receive an email reminder near the end of your gift subscription. You can cancel at any time and enjoy CraveTV until the end of your subscription period.

 
When my gift subscription period is coming to an end, will you send me an email to notify me?

Yes, we will send you an email to remind you that your gift subscription is ending shortly.

 
Will my gift code expire?

No, unredeemed CraveTV gift codes do not expire.

 
Can I cancel my subscription?

Yes, you can cancel anytime and you will have access to CraveTV until the end of your subscription period. There are no refunds.

 
Can I get a refund on a CraveTV Gift Code I redeemed?

No, all purchases are final and there are no refunds. You will have access to CraveTV until the end of your subscription period.

 

GIFT CARDS


What is a CraveTV Gift Card?

CraveTV Gift Cards are available for purchase in dominations of $30 and $50 at Loblaws Stores across Canada; These gift cards can be used in lieu of a Credit/ Debit Card to purchase a CraveTV Subscription. You must be a Canadian resident to redeem the CraveTV Gift Card and to use CraveTV.

 
Where can I purchase a CraveTV Gift Card?

CraveTV Gift Cards will be available at Loblaws locations across Canada. Additional vendors will be added at a later date.

 
Do I need to have a CraveTV subscriber account to purchase a Gift Card?

Anyone can purchase a CraveTV Gift Card. You will need to set up a CraveTV account to redeem the card.

 
Can I get a refund on a CraveTV Gift Card or exchange for cash value?

The CraveTV Gift card value can be redeemed for full face value to be added to your CraveTV account for a subscription. There are no cash refunds possible for unused amounts on the card.

 
Who is eligible to redeem a CraveTV Gift Card?

CraveTV Gift Cards can be enjoyed by both new and existing subscribers of CraveTV. If you are a new CraveTV subscriber, go to crave.ca/subscribe. If you are an existing CraveTV user, go to crave.ca, sign into your account and add the gift card under “Subscriptions” to redeem.

 
I have a CraveTV subscription through my TV provider - can I add the CraveTV Gift Card to my TV account?

If you subscribe to CraveTV through your TV provider, you will not be able to add a gift card subscription to your TV account. You can still enjoy your gift card by creating a new account directly with CraveTV at crave.ca. This gift card subscription will not be linked to your TV provider account.

 
Can I redeem a CraveTV Gift Card on my account if I pay through iTunes?

Gift cards cannot be applied to your CraveTV subscription on iTunes. Please call us at 1-888-CRAVETV (1-888-272-8388) to understand how you can enjoy a CraveTV gift card.

 
How do I redeem my gift card?

If you are a new Crave TV customer, go to crave.ca/subscribe Enter the gift code and PIN on the back of your gift card.

If you are an existing CraveTV customer, go to crave.ca/redeem, sign in and enter the gift code and PIN on the back of your Gift card under Account Management.

 
Can I redeem more than one CraveTV gift card?

Yes, you can add multiple gift cards to your account. Just go to crave.ca, sign in to your account and add the gift card to your account and follow the on-screen instructions to redeem.

 
How can I continue my subscription to CraveTV after my Gift card value is consumed?

To continue enjoying CraveTV without interruption, please update your account with the plan you would like to be renewed to. Be sure to add a valid payment instrument for us to renew your subscription when your current subscription expires.

You will receive an email reminder near the end of your current plan and you can easily update your account to continue enjoying CraveTV.

You can cancel at any time and enjoy CraveTV until the end of your subscription period.

 
Will my gift card expire?

No, unredeemed CraveTV gift cards do not expire. Unused funds on your gift card do not expire. They will remain on your account until consumed. If the balance on your gift card is too low to redeem for a subscription, we will require you to add another payment instrument to complete the transaction, it can be another gift card, credit or debit card.

 
Can I cancel my subscription?

Yes, you can cancel anytime and you will have access to CraveTV until the end of your subscription period. The balance on your gift card will be retained on your account. There are no cash refunds

 
Can I get a refund on a CraveTV Gift Card I redeemed?

The amount on the Gift card redeemed is added in full to your account. It can be redeemed for a subscription to CraveTV but no cash refunds are possible.

 

Virgin Mobile Promotion


What is the Virgin Mobile Promotion? How can I participate

Virgin Mobile Promotion runs from October 2, 2017 through to December 31, 2017. Virgin Mobile customers can obtain a promo code via the Virgin Mobile Member Benefit Program via https://www.virginmobile.ca/en/members-lounge/index.html, will enjoy a 3 month free trial. Promo Code will need to be redeemed by March 31, 2018

 
What happens when the promotion ends

You will receive a reminder email before your 3 month promotion period ends to remind you of the promotion ending. To continue uninterrupted viewing of CraveTV, just sign in and update your account. You can choose from one of 4 convenient prepaid subscription plans -1, 3, 6 or 12 months.

 
How do I redeem my Promo Code

Please visit crave.ca/redeem register as a new user, and enter a valid Virgin Mobile promo code. You will also need a credit card or a gift card to complete your redemption.

 
Can I cancel my subscription?

Yes, you can cancel anytime and you will have access to CraveTV until the end of your subscription period. If a gift card was used during registration the balance on your gift card will be retained on your account. There are no cash refunds

 
Can I use the Virgin Promo Code if I subscribe to CraveTV through my TV Service Provider?

The Virgin Mobile Promo is not available to CraveTV subscribers who subscribe through a TV Service Provider

 

TECHNICAL / TROUBLESHOOTING


How do I disable private browser viewing?

The following steps indicate how to disable the private browser setting on your device:

  • Tap the “tabs” button in the bottom right corner (handset) or upper right corner (tablet) of your Mobile browser.
  • You will now see a “private” button that is white, tap it.
  • Restart your activation/ sign in process.

You will be able to switch back to private browsing after the activation is complete.

 
Why am I getting a “video playback error” on my iOS device, Android device or on my Apple TV?

This message may be displayed when you try to watch CraveTV video content on an iOS, Android, Windows 8.1 or Apple TV devices that does not have an official release of the OS (operating system) software. CraveTV only supports official releases. “Jailbroken” devices are not supported.

 
Does CraveTV require subscribers to purchase any additional equipment?

CraveTV will be available as a free app on most iOS, Apple TV, Xbox One, Windows 8.1 and Android devices, computers, Samsung SmartTVs and On Demand via your set-top box.

 
Will streaming content on CraveTV use my cellular data plan?

Use of the CraveTV app on your mobile device via Wi-Fi will count against your Internet data plan when used at home, but not your cellular data plan. If you are using a free Wi-Fi network outside the home, the service will not count to your home Internet data plan or cellular data plan. If you stream content using cellular data, it will count towards your mobile data plan.

 
Will streaming content on CraveTV consume my monthly Internet bandwidth allocation?

Watching CraveTV on any device connected to your home network or Wi-Fi will consume bandwidth, similar to other streaming services.

 
How much bandwidth will I use while streaming video on CraveTV?

This will depend on the device you are accessing CraveTV with.  If on a mobile device, then it can range from 0.2GB to 0.9 GB per hour.  However, on many connected devices (Apple TV, Chromecast, Amazon Fire TV Stick etc.), the range of HD streaming rates are between 0.9GB to 2.5 GB per hour.

 
Will CraveTV use my personal information/data?

CraveTV will never compromise or share personal information received from our customers. Any tracking for measurement purposes is done at an aggregate level and not at an individual one.

Any and all use of customer information will comply with our Privacy Policy, which can be accessed at http://support.bell.ca/Billing-and-Accounts/Security_and_privacy/How_does_Bell_respect_my_privacy.

 
What are the system requirements to access CraveTV from my computer?

For the best video viewing experience you should have a high speed Internet connection. The speed of your connection will determine the quality of the video, and how quickly your episode will begins playing on your computer.

If you are a Windows user, CraveTV requires you to have a least Windows 8.1.

If you are a Mac user, you must have Mac OS 10.6 or better.

 
Do I need to disable my anti-virus software or any firewalls in order to access CraveTV on my computer?

CraveTV operates using commonly accessible web protocols (HTTP, HTTPS) on standard ports for which most firewalls will allow access. If you have custom security in place, it may affect the ability of CraveTV to properly function. If you have installed a firewall at home, simply accept the request from your firewall asking if it’s okay to access CraveTV. To make CraveTV an exception to your computer’s firewall, go to your Internet service provider’s online Help section and follow the instructions. For firewalls at work, you will need to contact your company’s Information Technology department.

 If you require additional assistance, please contact help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388)

 
Do I need to adjust any web browser security settings on my computer to watch CraveTV?

When you log in, you are logging in with your TV Service Provider username and password, and because we don't ever see your username or password, to watch CraveTV, your browser must enable "Third Party Cookies," and must have the ability to use secure connections. Other than that, standard browser settings will work fine. The following links will provide more details:

 
Is special software needed to watch CraveTV on a computer?

Special software is not required

 
Do I need a specific web browser to access CraveTV?

CraveTV will work on the most up-to-date versions of Microsoft Edge, FireFox, Chrome, and Safari.

Steps to download:

Visit the browser’s home page that you want to update.

 
Do I need to enable cookies in order to watch CraveTV?

Yes you do. CraveTV requires third-party cookies in order to confirm your subscription through a third-party service that validates this with your TV service provider. CraveTV does not have access to your username and password that is shared with the TV service provider. The information stored in this third-party cookie is a unique identifier that is used by CraveTV to communicate with this third-party authentication system.

 
I’m unable to access the sign in page. What should I do?

On the web, the sign in page is available by clicking the “Sign In” button at the top right of the page. In apps, it is accessed through the menu at the top left of the screen. If you continue to experience difficulty, most errors can be cleared by both closing all browser windows or hard-closing the app and then re-starting it.

To hard-close the app on an iOS device, press the Home button twice, then swipe upwards on the app to close it.

On Android, use the Android menu button on the bottom of the screen and swipe the app away to close it.

On Windows 8.1, press the device back arrow button on the bottom of the screen and swipe the app down to close it.

 
I am getting a “too many devices” error message. How do I manage my devices?

Visit crave.ca on your computer or open the CraveTV app on your handset or tablet device. You can de-register devices through the Settings section under “Device Management”.

 
I’m unable to download or install the application. What should I do?

The app is available through the Canadian Google PlayTM store, the Canadian App StoreSM on iOS and Apple TVs, Xbox One marketplace, Windows Store, Samsung Smart Hub on TVs and Blu Ray players from 2013-2017 and Canadian Amazon store on Fire TV and Fire TV Stick .  Make sure you are in the Canadian version of the stores and you don’t have any controls set up on your account that restrict access to apps with content meant for mature audiences. If you are still having difficulty with downloading the app, please contact Google, Apple Help, Windows Help, Samsung Info or Amazon for further assistance.

 
I am in Canada but CraveTV says that I am outside Canada. What can I do?

Please contact us at help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388)

 
I’m unable to access the website. What should I do?

Check that your browser has a working Internet connection by browsing a website that you frequently use. If you are able to visit other websites but not CraveTV, check that you have the correct address (crave.ca). If the site is temporarily unavailable, please check back later. Or contact help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388)

 
I do not see a device activation code, what should I do?

If you do not see a device activation code, please select the 'Cancel' button and try again.

 
How do I update my iTunes billing information?

Please visit Apple support at https://support.apple.com/en-ca/HT201762 to manage your iTunes account.

 
How do I stop being billed through iTunes and start being billed through CraveTV?

You will need to use iTunes to cancel iTunes billing for your CraveTV account, and restart your membership from the subscribe page on the CraveTV website.

If you have questions regarding iTunes billing, please visit this Apple Support page.

 
I have questions about my Samsung TV. Where can I get help?

For general questions on Xbox One, including LIVE account help and setting up your kinect, please visit www.xbox.com/support.

 
The player functions aren’t working. What should I do?

You can try refreshing your browser, or if in an app, hard-close the app and try again. If it still doesn’t work, contact help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388)

 
I am having trouble casting from my Chromecast device. What should I do?

See Google support at https://support.google.com/chromecast/?hl=en-CA#topic=3447927

I am using an Android device and do not see the Chromecast icon.

It is recommended that you have at least v7.0.95 version of Google Play services installed on your Android device to see the Chromecast icon appear in your app.

 
I am having trouble with my Amazon Fire TV Stick; Where can I get Help

For general questions on Amazon fire tv stick please visit https://www.amazon.ca/gp/help/customer/display.html?nodeId=202187290

 
When I try to watch a program, the video keeps skipping, stopping, or giving me an error message. Why is this happening?

All video in CraveTV is tested before it is released into production so the most common cause of skipping in video is the condition of your Internet connection. However, if you have watched multiple videos and only experienced problems with one, please contact help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388). If you get an error message, please report it to us, providing as much information as possible so that we can resolve the problem.

 
I’ve downloaded the app but it won’t open or it keeps crashing. What should I do?

There may be something wrong with the installation on your device. Please uninstall the app completely, then install it again. If you continue to experience difficulty, please contact help@crave.ca or call us at 1-888-CRAVETV (1-888-272-8388).