Online FAQ’s

Please have a look at our Frequently Asked Questions, if you have any questions about Country TV Online.

Country TV Online

Frequently Asked Questions

What happens if my credit card declines during the automatic re-billing process?

If automatic billing of your credit card fails, access to Live TV /VOD will be automatically suspended until payment is received. There may be further attempts to charge your card in the 3 days following a declined billing, and at any time you can login to your account and make payment by clicking on My Invoices, view the unpaid invoice on screen, and click ”Pay Now” to enter your credit card details. Your service will be reactivated immediately once payment has been successfully processed. The credit card entered will be securely stored with our payment gateway for the next billing cycle. After 3 days, and if your invoice is no longer available to pay, you can simply click My Subscription and Order New Subscription and once your payment is processed this will reinstate your access to Live TV / VOD.

How do I sign up to Country TV Online?

From the Live TV / On Demand tab click on one of the subscription options available. On the Subscribe page, select your chosen Subscription Period from the dropdown box and click Continue. Please note that if you have a Promo Code this can be entered and validated on the following page to update pricing in the Order Summary.
Continue to Checkout to enter your details to set up your account, then click Submit to make your payment via the secure payment gateway.

On the Order Confirmation page click Continue to Account to review your details, and start viewing Country TV Online via the Live TV / VOD tab. Please note that as this is a recurring subscription your credit card will be recharged at the end of the subscription period selected, unless you cancel your subscription prior to renewal.

Once I’ve set up my account, how do I access Country TV Live and Video On Demand?

When you have paid your first subscription during the signup process, you can access Country TV online directly from your account. Select LiveTV & VOD from the menu bar to go straight to Live TV. You can then use the left hand menu to select On Demand viewing.

You will also receive an email containing a link to the login page, plus there is a button for Online Login on the Live TV/On Demand page of the website. We suggest you save this page as a favourite in your internet browser for easy access. Log in using the email address and password selected during the sign up process.

I don’t have Sky TV, can I get Country TV Online?

Yes you can, Country TV Online is a completely separate viewing platform to Sky TV.
We continually receive feedback from people who want to subscribe to the channel, but who don’t have Sky TV, and this is why we have invested in a new online platform, to give all of New Zealand the option to view Country TV either on the existing Sky broadcast platform, or on our new online platform.

Who sees my information? Do you share it with anyone?

Please read our Privacy Policy.

Is my information safe?

Please read our Privacy Policy.

Why have I not received any emails from Country TV Online?

Please check your junk folders and add countrytv.co.nz to your safe senders list. You can also view all emails sent from Country TV Online by logging into your account and selecting Email History from the dropdown box on top right.

I’ve forgotten my password. How can I reset it?

There is a Forgotten Password link on the login screen to reset your password. On the Lost Password Reset screen, enter the email address you used to set up the account and Submit to receive an email containing a link to reset your password.

How do I update my account details?

Log in to your account, select Edit Account Details from dropdown box on top right. Make your changes and click Save.

How do I update my credit card?

Log in to your account, select Manage Credit Card from dropdown box on top right. Enter new credit card details and click Update.

How do I change my password?

Either follow the steps above for a password reset, or login to your account and select Change Password from dropdown box on top right then follow instructions on screen.

How can I get a tax invoice/payment receipt?

If you require a copy of your invoice login to your account and select My Invoices from the menu bar along the top. Your invoices will be listed here, along with the payment status and you can click on each invoice to view/print.

How does Country TV Online billing work?

Standard subscription options are monthly or annually.  From time to time we may also offer promotional pricing for a specific number of months and at the end of that promotional pricing period billing will automatically move onto standard monthly billing at the current published monthly subscription fee, unless cancelled beforehand as per our cancellation policy.

Online subscriptions are paid in advance for the subscription period selected. Your first subscription period starts when:

  • you purchase your Subscription, or if your Subscription commences with a trial period, immediately after expiry of your trial period; and
  • we charge the first Subscription Fee to your Credit Card,

and continues to the end of the Subscription Period following the start date.

For standard monthly or annual subscriptions, unless you cancel your Subscription prior to the end of a Subscription Period, at the end of each Subscription Period we will automatically roll over your Subscription for a further Subscription Period of the same length.  We will charge your Credit Card the Subscription Fee in advance of each Subscription Period.

Where you have selected a Promotional Subscription, and unless you cancel your Subscription prior to the end of that Promotional Subscription period, your Subscription will automatically switch to standard monthly Subscription Periods at the end of the Promotional period specified in the offer.

Unless expressly stated otherwise, all Subscription Fees are GST inclusive.

Can I trial Country TV Online before paying a subscription?

Yes, a 7 day trial period is offered to new subscribers on both monthly and annual subscriptions, and may sometimes be available on a promotional offer. As a trial period is only available for new subscribers, a credit card will be required during the sign up process and we will process a non-refundable 1c charge to your credit card to validate it. At the end of the trial period we will commence billing you the selected Subscription Fee for the Subscription Period chosen during sign up, unless you cancel your subscription before the end of the trial period. You can cancel your subscription by logging into your account. Cancellation is effective from the end of the trial period.

How do Country TV Online Promotional Offers work?

From time to time we may offer promotional pricing for a set number of months and at the end of that special pricing period billing will automatically move onto standard monthly billing at the current published monthly fee, unless cancelled beforehand as per our cancellation policy.

Online subscriptions are paid in advance for the subscription period selected. Your first subscription period starts when:

  • you purchase your Subscription, or if your Subscription commences with a trial period, immediately after expiry of your trial period; and
  • we charge the first Subscription Fee to your Credit Card,

and continues to the end of the Subscription Period following the start date.

Where you select a Promotional Subscription, and unless you cancel your account prior to the end of that Promotional Subscription period, your Subscription will automatically switch to standard monthly Subscription Periods at the end of the Promotional period specified in the offer.

Unless expressly stated otherwise, all Subscription Fees are GST inclusive.

What happens if my credit card declines during the automatic re-billing process?

If automatic billing of your credit card fails, access to Live TV /VOD will be automatically suspended until payment is received. There may be further attempts to charge your card in the 3 days following a declined billing, and at any time you can login to your account and make payment by clicking on My Invoices, view the unpaid invoice on screen, and click ”Pay Now” to enter your credit card details. Your service will be reactivated immediately once payment has been successfully processed. The credit card entered will be securely stored with our payment gateway for the next billing cycle. After 3 days, and if your invoice is no longer available to pay, you can simply click My Subscription and Order New Subscription and when payment is processed this will reinstate your access to Live TV / VOD.

How do I cancel my subscription?

You may cancel your Subscription at any time by logging in to your account and selecting Request Cancellation under “My Subscription”. Click on your subscription to view it and then click Cancel to request cancellation.
To cancel with effect from the end of the current subscription period, you must cancel before your subscription renewal date. If you cancel after your subscription has renewed, cancellation will be effective from the end of the new subscription period. You will not receive a refund of any fees or other amounts already paid when you cancel your subscription.

If your Subscription commenced with a trial period and you cancel your Subscription during the trial period, cancellation is effective from the end of the trial period.

If your Subscription did not commence with a trial period or you cancel your Subscription at any time after the end of your trial period, cancellation is effective at the end of the current subscription period. Your access to the Country TV Online Service will be disconnected with effect from the end of the current subscription period, providing you cancel prior to automatic renewal of your subscription.
Please note you will not receive a refund of any fees or other amounts already paid when you cancel your subscription.

I cancelled my subscription but now wish to re-subscribe, how do I do this?

You can re-subscribe by logging into your account and selecting My Subscription from the menu bar, then Order New Subscription. The standard monthly subscription option will appear but if you click Order Now, you can then choose your desired subscription period from the dropdown box and continue to checkout to make payment.

How do I change my Subscription billing period? (E.g. from Monthly to Annual)

If you wish to change your subscription period, you will need to first cancel your current subscription and then order the new subscription. Cancellation of your current subscription will take effect from the end of the period you have already paid for. Once the current subscription period ends, you can order a new subscription period by logging into your account, selecting My Subscription from the menu bar, then Order New Subscription. The standard monthly subscription option will appear but when you click Order Now, you can choose a new subscription period from the dropdown box on the next screen, then continue to checkout to make payment. If you have a promo code this can be entered on the checkout page.
Please note that if your current subscription period is a promotional offer it will automatically switch to standard monthly billing after the promotional period ends, unless you cancel before the end date and select an alternative billing period.

I am an existing Country TV subscriber through Sky TV. Can I login to Country TV Online?

Country TV Online is a separate viewing platform to Sky TV and therefore requires a separate subscription. Country TV Online streams Live TV plus Video on Demand.

We are now offering to all of New Zealand the option to view Country TV on the existing Sky platform, or on our new online platform.

We continually receive feedback from people who want to subscribe to the channel, but who don’t have Sky TV, and this is why we have invested in a new online platform, to give everyone the opportunity to enjoy Country TV.

What can I watch on Live TV?

Country TV Live 24/7.
Check out our Programme Guide on our website, available to view or print.

Are all programmes that are screened on Country TV available on the Video on Demand service, or are only selected programmes available to watch On Demand?

From time to time there may be a title for which we have not been able to obtain the rights for the VOD platform, but this is a rare occurrence. At worst, this could affect maybe one or two series in a whole year. Of course, as an online subscriber, you do have access to Live TV which is identical to what is broadcast on the Sky platform. Plus you can rewind Live TV up to 6 hours even if you have not been watching the channel.

Can I download a show to watch later?

No, only online viewing of a show is possible.

Can I rewind a Live TV stream?

Yes, there is a 4 hour rewind function available. And the good thing is you don’t need to have already been watching the channel!

What can I watch on Live TV?

Country TV Live 24/7.

Check out our Programme Guide on our website, available to view or print.

How long are programmes available to watch on the Video on Demand service?

The length of time a programme is available to view on demand varies according the individual licencing agreements. The minimum period that a programme might be available for would be 14 days from the original broadcast date, but many programmes will be available for much longer, even up to two years for some titles.

Why has the episode I wanted to watch disappeared?

Some on-demand programmes have a limited rights period to be made available for viewing so will no longer be listed.

What device can I watch Live TV on?

Any internet connected device with a browser such as a PC, laptop, tablet, smartphone, etc.

What do I do if my service stops or encounters a fault?

In the rare event of a break or fault in the service, please try logging out of your device(s) and logging back in again. If you continue to experience issues with Live TV or Video on Demand please contact us at onlinehelp@countrytv.co.nz

How do I add a Country TV Online shortcut to my mobile device home page?

View our video tutorial here
https://youtu.be/qQHcmJhgiJ0

Is there a Country TV Online app available?

At this stage, we do not yet have a timeframe for developing an app but we do plan to do so at some time in the future.

How do I contact Country TV Online?

Please check out frequently asked questions here in the first instance. If you cannot find the answer to your question, you can email us at onlinehelp@countrytv.co.nz