HELP AND SUPPORT

Following our recent platform upgrade, you must reset your password.

If you're still having issues - please get in touch with us.

Please UPDATE the NextUp app so you are using the latest version.

Click here for the correct links.

We have upgraded our range of apps to be quicker, less buggy and full of great new features.

Current Apps

• iPhone

• iPad

• Android Phone

• Android Tablet

• Fire TV

• Chromecast

• Airplay

  
  

Apps Being Retired

• Samsung 

• LG

• Android TV

• Apple TV
  

You can use AirPlay to watch NextUp videos on your TV by playing from your Mac, iPad, iPod touch, or iPhone.

To stream videos, you should:

1. Connect your device to the same Wi-Fi network as your AirPlay 2-compatible Smart TV, or your Apple TV device.
   

2. Find the video you want to stream.

3. Tap the AirPlay icon.

4. Choose your Smart TV or Apple TV.
   

Click here for a visual walkthrough.

You can use Chromecast to watch NextUp on your TV by casting from your laptop, tablet, or phone.

Here's how:

1. Connect a Chromecast device to your TV.

2. Connect your laptop, phone or tablet to the same Wi-Fi network as your TV.

3. Find the video that you want to stream on your laptop, phone or tablet and click on the Chromecast icon that appears on the bottom right of the player and looks like this.

4. In the pop-up that appears, select your desired TV and cast.

Casting options when using Chromecast

1. Using the Google Chrome web browser is supported.

2. Casting from an iPhone and Android native apps is supported.

3. Using an iPhone/iPad (iOS devices) web browser, either Safari or Google Chrome is not possible due to limitations from Apple (Airplay is supported instead).

4. Using the Android web browser and Google Chrome is supported. While it is possible to cast from other web browsers, it cannot be guaranteed.

5. You can cast only to Chromecast devices or Android boxes, such as Xiaomi Mi TV.

For optimal viewing experience on NextUp, we recommend using the most recent versions of Chrome, Firefox, Edge or Safari.

Playback issues may be experienced if you are using Internet Explorer or browsers that are not current. For this reason, we recommend that you check your browser version and update it, if needed.

Most browsers these days auto update though so you shouldn't be using outdated browsers for very long.

We do not support Internet Explorer, as Microsoft now encourages Windows users to utilize Microsoft Edge instead. We also do not support TV browsers, or gaming console browsers, but we do provide support for Airplay and Chromecast.

Are you seeing a blank screen after logging into NextUp?

If so, this is a problem with your browser version.

The solution is to update the web browser to the last version available. Clearing the web browser cache and deleting the cookies is recommended too.

If you're seeing black screen on a tv browser, you can see if your Smart TV browser has updates available. If you don't know how to check this, we recommend you perform a web search to find out this information. However, we do not support TV browsers. We recommend that you use a casting device, such as AirPlay or Chromecast.

Google Chrome (macOS & Windows):

Make sure that your web browser is up-to-date by following the instructions here.

Clear your cache and your cookies by following the instructions here.

Google Chrome (iOS):

Make sure you are on the current version of Google Chrome for iOS. You can check this by following the instructions here.

Clear your cache and cookies by following the instructions here.

In addition, make sure that your iOS is up-to-date.

Safari (macOS):

If you have updates available to your macOS, then it's possible you will also have an update available for Safari. You can check the App Store app on your mac to see if there are updates available, just click the Apple icon in the upper left hand corner, then select App Store...

Clear your cookies by following the instructions here.

Clear your cache by following these instructions:

1. Click on the Safari drop-down menu and select Preferences.

2. Click the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.

3. Select the Develop drop-down menu. Click Empty Cache.

You may want to also clear your browser history. Select the History drop-down, then Clear History.

Safari (iOS):

If you have updates available to your iOS, then it's possible you will also have an update available for Safari. You can check your Settings > General > Software Update to see if you have an update available.

As of July 2020, the current version of iOS is 13.5.1. Earlier versions can cause black screens when trying to stream videos.

Clear your Safari iOS history, cache and cookies by following the instructions here.

Edge:

Microsoft has deprecated the early version of Edge.

Microsoft released a new version of their Edge browser, which is based on Chromium (Google Chrome), please refer to: https://www.microsoft.com/en-us/edge and download the latest version of Edge. You can also read more about the versions of Edge that are currently supported by Microsoft.

Clear your browser history and cookies by following the instructions here.

Amazon's Prime Video Channels are paid bolt-ons to your existing Prime Video subscription.

This is separate from our Amazon Fire TV app which can be downloaded on your Amazon Fire devices.

All content is accessed within the Prime Video apps with your Amazon login credentials.

If you subscribe to NextUp's Prime Video channel, you do not get access to NextUp's apps or our native service such as our website or our apps. Sadly, this isn't supported for any of the Prime Video channels. Our Prime Video channel also doesn't support any livestreams so you can only watch on-demand content.

If you subscribe to our Prime Video channel and would like to transfer your membership to our full service so you can enjoy our whole range of dedicated apps and our livestreams, our support team can help - just drop us an email.

Yes, in April when our new apps launch - you can download shows for offline viewing.

Please UPDATE the NextUp app so you are using the latest version.

Click here for the correct links.

We have upgraded our range of apps to be quicker, less buggy and full of great new features.

We are also changing a couple of our device-specific apps (Samsung & LG) for new apps on devices that work across multiple TV brands.

Upgraded Apps

• iPhone

• iPad

• Android

• Apple TV

• Fire TV

• Chromecast

• Airplay

  
  

Apps Being Retired

• Samsung 

• LG

  
  

New Device Apps

• Roku (works on all TVs) - requires fresh installation.

• Android TV (in-built into most Sony, Toshiba, Philips and Sharp TVs)

Following our recent platform upgrade, you must reset your password.

If you're still having issues - please get in touch with us.

NextUp is available worldwide and our annual membership fee is charged in £GBP.

For those based outside the UK, good news: all currencies can be accepted by selecting Paypal who will offer currency conversion during our checkout process.

Please note, depending on your bank, it might be cheaper to pay in £GBP on your debit/credit card.

During the checkout process - when you're entering your card details, enter your discount code in the 'discount code' box and click 'apply'.

Your discount will then be applied.

If you have forgotten your password, you can easily reset it on the website.

To reset your password:

Click on the Sign In button and then Forgot Password?

Enter your email address and click Send Instructions

A confirmation will appear that the reset email has been sent

Go to your email and click on the Reset password link provided in the reset email

Enter your new password and click Change Password

A confirmation message will appear, and you will be automatically redirected to the home page to log in

NOTE: You cannot reset your password via apps. You should first reset it on the website then the changes will be applied to app log-in credentials.

Customer passwords have the following considerations:

• Minimum of 6 characters to a maximum of 128 characters

• No restrictions on special characters or spaces

• Case sensitivity (obviously)

If you don't use one in your life already we highly recommend checking out password security tools like:

• RememBear

• 1Password

• LastPass

• KeePass

Passwords are encrypted and never stored as plain text in our database.

If you are seeing the warning "Email has already been taken,"

If you are not aware they already have an account , it usually means you started the checkout process but never made a purchase, or that you previously signed up for free access or content. In either case, this means you never made a payment to the store. However, it's also possible that you have already made a payment and simply forgot you had an account.

While on the sign-in page, click on Forgot Password?

Enter your email address and click Send Instructions

A confirmation will appear that the reset email has been sent

Go to your email and click on the Reset password link provided in the reset email

Enter your new password and click Change Password

A confirmation message will appear, and you will be automatically redirected to the home page to log in

NOTE: You cannot reset your password via apps. You should first reset it on the website then the changes will be applied to app log-in credentials.

You will be charged on the day of purchase, and automatically every 12 months unless you cancel (which you can do anytime).

If you are on an old monthly plan, you will still be charged monthly.

If you cancel, your account will remain active until your next billing day.

Yes.

We're available worldwide.

From London to Timbuktu (as long as there's internet).

This varies on every livestream and is at the sole discretion of the performers.

If catch-up is available, we'll usually announce it via our Twitter first.

Four times per year we release new batches of on-demand content featuring a raft of big names and rising stars. Each batch totals around 30 hours and is exclusive to NextUp.

All on-demand shows are included in your membership.

We usually have a new livestream every week. During January, February and August - we livestream from comedy festivals (Access, Leicester, Edinburgh) so you can expect between 20-60 livestreams in a single month.

All livestreams are included in your NextUp membership.

If you run a comedy venue, please get in touch and find out more here.

We'd love to hear from you.

Click here for more info.

If you suspect a NextUp show is being pirated by a third party, please get in touch.

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