"Upgrade subscription" error on screen

On this page

• Check subscriptions
• Check you’re signed in to the app
• Check another device
• Sign out and back in to app
• Restart device

If you're seeing any of the following error messages, refer to the troubleshooting steps below:

• "To watch this channel, you need to upgrade your subscription. Please … to start your upgrade."
• "You don’t subscribe to this channel. For upgrade information, view in full screen."
• "You don’t subscribe to this program. For upgrade information, view in full screen.

Check subscriptions

Ensure your subscription is up to date. To check this, select an option below depending on the app and how you’re billed:

For apps billed by Hubbl

1. Log in to My Account.
2. Under Manage Subscriptions, select My Subscriptions.
3. Check that you’re subscribed to the app. There should be a tick next to the app tile.

Note:If you see a + next to the app tile, you can add the app to your Hubbl account by clicking the + and turning it into a tick. Follow the prompts to add the app and then you’ll be able to access the app on your Hubbl device immediately.

If your subscription has been cancelled due to non-payment, you'll see an error message in My Account and will need to update your payment method to continue accessing the app.

For apps billed by a third-party provider

Login to your third-party billing provider account:

• Apple billing
• Optus SubHub
• Telstra billing

For apps billed by the app directly

Login to the app account directly:

• Netflix
• Disney+
• Prime Video
• Stan
• Apple TV
• YouTube

Check you’re signed in to the app

If you’re trying to access Kayo Sports, BINGE, Flash or LifeStyle:
You won’t need to manually sign in to the app as they share the same login details as your Hubbl subscription, also known as your Hubbl ID. When you subscribe to these apps, the content will automatically be available to access on the device.

If you’re trying to access other apps:

1. From the home screen, scroll down to the Apps & Inputs carousel.
2. Select the app you’re trying to log in to.
3. To log in:
   1. using your phone, scan the onscreen QR code or enter the URL in your browser and confirm the code presented on the Hubbl device screen, or
   2. using the Hubbl remote, enter your email address or phone number and password.

Note:Instructions may vary slightly for different apps.

Check another device

To determine if this issue relates to the Hubbl device, log in to the app on another device such as a mobile or laptop.

If you’re able to access the content on another device, continue troubleshooting. If you’re still experiencing the issue on another device, there may be an issue with the app.

For support for app-specific issues:

• Kayo Sports
• BINGE
• Flash
• LifeStyle
• Netflix
• Disney+
• Prime Video
• Stan
• Apple TV
• Optus Sport
• Paramount+
• HBO Max
• beIN Sports
• YouTube
• SBS On Demand
• ABC iView
• ABC Kids
• 10
• 7Plus
• 9Now

Sign out and back in to the app

If you’re trying to access content from Kayo Sports, BINGE, Flash or LifeStyle, skip to the next step.

For all other apps, sign out then sign back in to the app. For instructions on how to do so, see:

• Netflix
• Disney+
• Prime Video
• Stan
• Apple TV
• Optus Sport
• Paramount+
• HBO Max
• beIN Sports
• YouTube
• SBS On Demand
• ABC iView
• ABC Kids
• 10
• 7Plus
• 9Now

Restart device

Restart Hubbl Hub

1. Switch the Hubbl Hub off at the wall and after 30 seconds, switch it back on again. You do not need to unplug it.
2. After a few seconds, you'll see the Hubbl logo on screen and the red or white standby light will come on.
3. On the Hubbl remote, press the Home button to launch the home screen.

Restart Hubbl Glass

1. Switch the TV off at the wall and after 30 seconds, switch it back on again. You do not need to unplug it.
2. After a few seconds, you'll see the Hubbl logo on screen and the red or white standby light will come on.
3. On the Hubbl remote, press the Home button to launch the home screen.