Question 1

Why can't I record remotely via the app?

Accepted Answer

You can use the Freesat Mobile App to find content to download and watch offline, but you can't use it to record programmes.

How do I download content?

To find programmes to download, just tap the On Demand button on the menu at the bottom of the app. Tap on the programme you want to watch, and you'll be taken to the relevant channel's own player to download it and watch it when you want to (the download will come through the player's app, rather than the Freesat mobile app).

Going abroad?

Remember that if you're outside the UK, you can't download any content or stream any shows over the internet. So, make sure you've downloaded whatever you want to watch before you leave, so you can watch it offline when you're away.

Question 2

What platforms is the Freesat app available on?

Accepted Answer

To get the Freesat Mobile App you need an Android phone or tablet running Android OS 5.0 and above, or an iPhone or iPad running iOS 13 and above. The Freesat mobile app is available from the Apple App Store and Google Play store.

What else do I need?

You'll also need a minimum internet connection of 2Mbps and all the associated channel apps – which are BBC iPlayer, ITVX, All 4, My5 and UKTV Play.

Don't forget that you'll also need a TV licence. Once you've paid it, though, with Freeview you don't need to pay anything else on top. For more information visit tvlicensing.co.uk.

Question 3

The app / a specific feature isn’t working.  What can I do?

Accepted Answer

If you are having problems with the Freesat mobile app, follow our step-by-step troubleshooting guide below.

Step 1: Check that your device can run the app

To get the Freesat Mobile App you need an Android phone or tablet running Android OS 5.0 and above, or an iPhone or iPad running iOS 13 and above.

Step 2: Check your internet connection

You'll need a minimum internet connection of 10Mbps, which can either be on your device or through a wi-fi connection.

Instructions for connecting your phone or tablet to the internet will vary from device to device, but here are some basic instructions:

iOS devices

Make sure your router is online and within range.
Tap on Settings, then Wi-Fi.
Choose the name of the wi-fi network you want to use and tap it (a blue tick should appear beside the network name to show it's been selected).
If prompted for a password, enter the correct wi-fi password.
If you want your device to automatically connect to the network when in range, turn on the auto-join option.

Android devices

Make sure your router is online and within range.
Open the Settings app.
Tap on Connections or Network & Internet, then tap Wi-Fi.
Choose the network you want to connect to.
If prompted for a password, enter the correct password.

If the above instructions don't work for your device, try contacting its manufacturer or visiting its help pages online for more detailed instructions.

3: Check you have the most up to date version of the app

We always recommend keeping your app up to date to make sure you get the best experience. The newest versions will be available in the App Store for iOS and Google Play Store for Android.

You can also allow automatic updates on your mobile device. That way, if there's been an update to the Freesat mobile app, you should get a pop-up message when you log in, and all you need to do is follow the instructions to download.

How to allow automatic updates will vary depending on your device – for more help, check its instruction manual or look up the instructions on the manufacturer's website.

4: Check the players

As with the Freesat mobile app, ****it is always best to keep your players up to date to ensure you have the best experience. You'll find updated versions of the players in the App Store and Google Play Store.

And, as with our app, if you allow automatic updates on your mobile or tablet you'll also be told if updates for any of the players are available.

5: Reinstall the apps

If the above steps haven't resolved your issue, then try reinstalling the apps.

To do this, first uninstall your Freesat mobile app and all the associated players. Then download the Freesat mobile app again from the App Store for iOS or the Google Play Store for Android.

You'll be taken through a quick set-up so we can make sure you get the most accurate programme information depending on where you live.

The app will then also detect which on-demand players you need to install on your device – including BBC iPlayer, ITV Hub, All 4, 5 and UKTV Play – so you can link to catch-up content quickly and easily. Make sure you're signed into them, so you can link to the content directly through the Freesat app.

For more help with the individual players, it's best to go through the content providers. Here are links to their main support pages:

BBC iPlayer
ITVX
4
5
U Stream
STV Player
Watch Free UK

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What platforms is the Freesat app available on?

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