What you get​

• What are the various sections in the App?

  Tata Play Mobile Application has 5 sections :

  • Home: Get the best of the content on offer here : From Live TV to TV Shows. Everything that you need to watch!
  • Live TV: Not in-front of your TV? No worries. Get live TV on your fingertips so you never miss any ongoing action.
  • Watchlist: Keep all your favourite shows and channel here and access them quickly.
  • My Box allows you to see the schedule of all the channels Tata Play offers.​

Login & onboarding

• Who can use the Tata Play Smart App?

  Anyone can download the Tata Play Smart App and access the content in it, but only active Tata Play Subscribers are enabled to watch their favourite content basis on the package they are subscribed to.

• How do I get to access/view to the content? OR How do I login to the app?

  To access/view Live TV and all other services of the Tata Play Mobile App on your Android/iOS devices, you need to follow the following steps:

  • Log into the App using any of the following details:
    1. Your Subscriber ID
    2. Your Registered Mobile Number
  • You now have to enter the OTP sent to your Registered Mobile Number or enter your mytataplay.com password to complete the login process.

  Now you are ready to view the content of your choice.

• I don’t remember my mytataplay.com password.

  You can reset your password by selecting the "forgot password" option. We will send a temporary password to you on your registered email and mobile number which you can use to login and reset your password.

• On how many devices can I use the Tata Play Smart app?

  You can login to the app from a maximum of 10 devices. However, you can view Live TV on a maximum of 2 devices simultaneously per subscriber ID.

• Why can I view Live TV service only on 2 devices simultaneously?

  Content providers’ agreements with Tata Play stipulate that Tata Play Live TV channels, titles can be viewed on a maximum of two devices simultaneously per subscriber ID at any given time.

• Can I login using more than 10 devices?

  Yes, you can do so only after deleting the devices that you no longer use from the Device Management option in the app.

• What are the RBI guidelines for Credit and Debit card tokenization?
  1. What are the new RBI guidelines?
     As per the new RBI guidelines effective from October 1, 2022, merchants can no longer save subscriber credit or debit card details. Instead, subscribers must enter their complete card details for every payment done via card.
  2. How can I avoid entering my card details every time I pay?
     Subscribers can provide their consent, allowing Tata Play to tokenize (encrypt) and save their card as per new RBI guidelines. This means that Tata Play asks your card network to encrypt your card details with additional authentication. Tata Play receives the encrypted details which will be saved and used for future transactions instead of your actual card details.
  3. What is tokenization?
     Tokenisation refers to replacement of actual card details with an alternate code called the “token”, which shall be unique for a combination of card, token requestor (i.e. the entity which accepts request from the subscriber for tokenisation of a card and passes it on to the card network to issue a corresponding token) and merchant. It is safer and more secure than just saving your card as your card number is replaced with tokens for all transactions and card number is not shared for subsequent transactions.
  4. Who will tokenize my cards?
     As per RBI guidelines, cards can be tokenized only by authorized entities referred to as Token Service Providers. These entities can be a bank or a card network e.g. Visa, Mastercard, Rupay, etc.
  5. How do I provide my consent to save the card?
     Until September 30, 2022 you can give your consent to tokenize all your saved cards. Navigate to payments page, select a card, provide consent and OTP to tokenize your card.
  6. Do I need to provide consent separately for each card?
     Yes, as per the RBI guidelines, you need to provide consent to save each card separately.
  7. Which of my cards can be saved as per new RBI guidelines?
     We currently support only India issued personal credit and debit cards of VISA, Mastercard and Rupay card networks. Support for other card networks will be updated as and when we are ready.
  8. What will happen to my previously added cards?
     Until September 30, 2022 you can give your consent to tokenize all your saved cards. Navigate to payments page, select a card, provide consent and OTP to tokenize your card. Cards for which we do not have your consent by September 30, 2022 will be removed and you will need to enter the full card details to complete every payment.
  9. My card is also stored in other accounts of my friend or family member. Do they also need to tokenize the card again as per RBI guidelines?
     Yes, the card needs to be saved across every account by each subscriber individually.
  10. Will I need to give my consent for offline transactions?
      No, the new RBI guidelines are only applicable for online/e-commerce transactions.
  11. Do I need to pay any charges for saving my card?
      No, there is no charge for saving your card.
  12. Is it mandatory to save my card(s)?
      Tokenizing a card is not mandatory, however RBI has prohibited saving card details without tokenization. Hence, if you do not tokenize your card, we will delete all saved your cards after September 30, 2022 and you will need to enter the complete card details which includes Card number, expiry date and CVV every time while making a payment. We recommend that you do so as it will ensure your payment experience remains as seamless as before. Cards for which we haven’t received consent by September 30, 2022 will be deleted as per RBI guidelines.

   

  Card deletion process

  • How to delete saved cards?
    a. Subscriber can delete card by their own. Go to My account page on app or website. Click on Manage saved cards. All the saved cards which are saved are listed. Subscriber can click on remove button to delete the card
    b. Subscriber can reach out to our customer support desk on 18002086633 to put in request for deletion of save cards.
  • Will all the cards be deleted at one go or subscriber can ask for any one of the saved cards to be deleted? or
    What will happen If multiple cards are saved on platform for a subscriber?
    If you raise a request with our team to delete the card, All the saved cards will be deleted. We can’t delete one of the details. Hence, you have to re-save the card that you may want to use.
  • What all details are required to delete saved cards?
    Subscribers have to provide Subscriber id and registered mobile number to customer care executive.
  • What is the TAT for deletion of saved cards?
    It will take 24-48 working hours to delete the saved cards.

  Terms and conditions apply.

Access to various services

• I am not a Tata Play subscriber can I still access the service?

  You can view certain free content such as movie trailers, however you need to be an active Tata Play subscriber to access the Live TV.

• My Tata Play account is currently de-active due to lack of funds; can I still use Live TV service?

  You need to be an active Tata Play subscriber to enjoy Live TV channels on your device. De-active subscribers can now recharge their accounts by selecting “Recharge” option on the app.

• Can I watch Live TV outside India?

  No. You need to be in India to be able to use the Tata Play Smart App services.

• Why can’t I watch live TV outside India?

  Tata Play provides services only within the territory of India.

General app related questions

• How do I see the schedule of a channel?

  To see the schedule of a channel you should select a channel in Live TV section and then select 'Schedule' option. You can see the schedule for the next 3 days and previous 7 days.

• Who can set programmes for record?

  Only Tata Play+ HD subscribers can set recording on their set top boxes using the record option from the app.

• How do I set a programme for remote recording?
  • In Live TV section, select the programme from a channel you want to record and on the programme details page you will get an option to set it for remote record.​​
  • On selecting the record option, you will get a confirmation screen stating the programme has been successfully set for recording on your Tata Play + HD box.​​
  • Remote recording functionality can be used by Tata Play+ HD/ Tata Play+ Transfer subscribers only. Any other subscriber who tries to record will get a failure message.

  You can also set a series for recording from the app.
• How do I set a reminder for a programme?

  Reminders can be set for future programmes only.

  To set a reminder for a programme, tap on the programme name. You will be able to see the set reminder button. Press the button to set a reminder. You will receive a notification on your device when it’s time for the programme.

Live TV section

• How do I watch Live TV on the App?

  You can select any channel in the Live TV section or any live programme to view it Live on your device.

• Will I be able to access all the features like Parental control, Plan etc on my Tata Play set top box on Live TV?

  No. Currently, Live TV service on your device offers only streaming of Live TV channels.

• I am unable to access Live TV services?

  Please ensure the below to enjoy uninterrupted access to Live TV:

  • You have a device that supports Tata Play Mobile app.
  • You are connected to the internet.
  • If you are out of the country, you will be unable to use Live TV & Tata Play streaming services.
  • Your Tata Play connection is in active state with sufficient funds in your account.
  • You can access Live TV for only those channels that are part of your subscription package.
• Can I access Tata Play services such as 'Tata Play Fitness' and others in the Live TV section?

  Yes, we have many Tata Play service channels live, like Tata Play Fitness, Tata Play Senior Citizens

• Why are all the channels not available on Live TV?

  Tata Play always keeps expanding its offering of channels on the set top box. In a similar fashion, we will expand and bring more channels on Live TV soon.

• I am not able to view certain channels on Live TV?

  You can only view those channels on Live TV which you have subscribed for viewing on the set-top box. To enjoy all the channels available on Live TV, you would need to subscribe the respective channels on your set-top box as well.

• I have subscribed to a channel on the set-top box. Yet when I access this channel on my activated device, I am getting the following message: “Sorry this programme is not available for viewing on Live TV”?

  The broadcaster does not have the rights to stream this programme on mobile devices. The Live TV service on your device will resume once the next programme starts.

• How can I see all the shows available for the day on a channel?

  You can select the schedule option on the channel detail page to see the schedule for the channel.

• Can I rewind shows on Live TV?

  You can rewind up to 15 minutes on Live TV.

• Can I change the video quality of the Live TV?

  Yes, you can select any one of the following quality settings available under the settings option. These options are available on the video player as well.

  • High – Gives best quality as per your network speeds.​
  • Medium – Limits​ your video quality to medium even if your network speeds allow for better viewing quality to save data.​
  • Low – Limits​ your video quality to low even if your network speeds allow for better viewing quality to save data.​
  • Auto – Adjusts as per the network bandwidth.
• Will I be able to view commercials as a part of the Live TV feed on the App?

  Yes. Tata Play does not change the channel feed. You will be able to see the same feed on your set-top box and on your device.

• How can I watch previous episodes or catch up on my favourite programs?

  You can watch this in the other episodes on schedule of live channels, you can also look for the episode in search.

• Will previous episodes or shows be available for all channels?

  Previous episodes or Catch up shows will be available for most of the channels available on the app. Tata Play keeps expanding its offering of channels on the set top box. We will similarly expand and make more channels & catch-up available soon on the app.

• Can I fast forward, pause or rewind videos?

  Yes. You can fast forward, pause or rewind content. Just tap on the screen while viewing the video in full screen mode. Then drag on the progress bar to the position you wish to start viewing the video from.

• I am a Tata Play Netflix pack subscriber and cannot log into my Netflix account, how to regain access?

  If you don’t remember your Netflix login information, go to netflix.com/loginhelp.

  If you see the message "Sorry, we can't find an account with this email address," it's possible that you accidentally mistyped your email while linking your account. To resolve this, try the following:

  If you are already signed into Netflix on a mobile or web browser:

  • Go to your Account.
  • Your Netflix account email is displayed under Membership & Billing.
  • From here you can Change account email, if necessary.

  If you still can't sign in:
  Use Tata Play Mobile App available or www.tataplay.com to Tata Play Mobile app (App can be downloded from Playstore or Appstore accordingly)

  Method 1

  1. Sign in to your Tata Play login\n Use your Registered Mobile Number or Tata Play Subscriber ID to Login
  2. Select Account Settings icon
  3. Select My Account Tab
  4. Select Netflix Accout Revovery Tab

  You will be directed to a sign in page with your email address pre-populated. You can sign into your Netflix account from this page and update your email address if necessary.

  Method 2

  1. Sign in to your Tata Play login\n Use your Registered Mobile Number or Tata Play Subscriber ID to Login
  2. Select Account Settings icon
  3. Select Get Help
  4. Under FAQ Section, Press "Recover Now"

  You will be directed to a sign in page with your email address pre-populated. You can sign into your Netflix account from this page and update your email address if necessary.

  1. Sign in to your Tata Play login\n Use your Registered Mobile Number or Tata Play Subscriber ID to Login
  2. Select Account Settings icon
  3. Select Get Help
  4. Under FAQ Section, Press "Recover Now"

  You will be directed to a sign in page with your email address pre-populated. You can sign into your Netflix account from this page and update your email address if necessary.

  Tata Play Web Selfcare (www.tataplay.com)

  1. Sign in to your Tata Play login\n Use your Registered Mobile Number or Tata Play Subscriber ID to Login
  2. Press Hamburger Menu (On Top Left of page)
  3. Select "Netflix Accout Recovery" Options
  4. Select "Recover Now"

  You will be directed to a sign in page with your email address pre-populated. You can sign into your Netflix account from this page and update your email address if necessary.

My Account section

• What is ‘My Tata Play’ section in the app?

  My Tata Play section in the app is a self-care portal that gives you access and enables you to manage your Tata Play account. You could Recharge your account, view and modify your packs and much more

• What will I require to access the ‘My Account’ section?

  You will require your password used with www.tataplay.com for the Subscriber Id used to log into the app.

• What if I do not remember the password for my Subscriber Id?​

  You can tap on ‘Forgot password’ to generate a new password. All previous logins where the old password are being used will be logged out.

• Do I get all the features and functionalities that are available on tataplay.com?

  Yes, you get all functionalities as available on tataplay.com through the My Account section in the app. This includes Recharge, Pack changes, etc.

Handset related

• What are the devices Tata Play Smart App will be available on?

  Tata Play Smart App is available on Android phones & Tablets with the following minimum requirements

  • OS version: 4.4 & above
  • Minimum CPU: Dual core 1.2 GHz
  • Minimum RAM: 1 GB
  • iOS: Tata Play Mobile app will be available on iOS with following minimum requirements
  • iOS version: 9 & Above
  • Web: You can access the app on the browser of your laptop/computer by going to the link https://watch.tataplay.com
  • Recommended browsers: Google Chrome & Firefox.
  • Supported browsers: Opera, Edge, Safari & IE
• Is this service also available on Windows Phone & Nokia Symbian or Blackberry Phones?

  No. Currently the service is only for selected supported devices mentioned above.

• I have a jailbroken/rooted device and I have downloaded the Tata Play Smart app but I am unable to register my device?

  Owing to Tata Play’s security agreement with content providers, Tata Play Smart app is not supported on jailbroken/ rooted devices.

• I have Samsung S3 with version 4.0, can I use the app?

  No. Tata Play service is accessible only through the Tata Play Mobile app on the devices and OS versions 4.4 and higher on Android and iOS 9 and higher in iOS devices.

• I have activated Live TV on my device but why do I see a message saying “This Device is not supported”?

  Owing to Tata Play’s security agreement with content providers, Tata Play Mobile app is not supported on jailbroken/ rooted devices.

• Can I watch Live TV or stream videos via 3G/4G/Wi-Fi whilst a download is in progress?

  Yes, although the quality of the Live TV or streaming of video will depend on the amount of 3G/Wi-Fi bandwidth available.

• I am trying to play videos on watch.tataplay.com. Why does it say "HDCP Error Detected"?

  We make sure that we are following high standards of security for both our customers and content partners High-bandwidth Digital Content Protection (HDCP) compliance is required to stream videos on watch.tataplay.com.

  If this message has been displayed on your device then most likely your display, connecting HDMI cables or connecting devices are not HDCP compliant.

  If your connection is HDCP supported, then you can try these steps to resolve the issue:

  1. Unplug the connecting HDMI connection.
  2. Restart your display by powering it off.
  3. Reconnect HDMI cables firmly at both ends.

  You can also try streaming on another display or enjoy streaming on Tata Play Mobile app.

• What is the best resolution for viewing on the browser?

  Website is best viewed on scren width > 1170 px (eg. 1366*768, 1280*800)

Internet related

• Do I need an internet connection on my device to access Tata Play Smart App?

  Yes. You need to be connected to the internet to stream any video or view Live TV.

• What are the data charges that I would be charged with while accessing Tata Play Smart app?

  The data charges applicable would be as specified by your internet/mobile service provider. Please check with your internet/mobile service provider for the applicable data charges.

• Do I need a good internet connection to enjoy Live TV services?

  Having a good internet connection with a speed of 2 MBPS or higher enables you to enjoy a better-quality video while viewing Live TV. However, you can still play a video in low quality with 512 kbps connection.

• What type of internet connections can be used to access Live TV service?

  The service works on all Internet connections i.e. 4G/3G mobile connections or on broadband/ Wi-Fi internet connections.

• What is the recommended speed to enjoy a good streaming experience on Wi-Fi?

  The recommended speed for a good streaming experience on Wi-Fi is 2Mbps. Minimum speed to play video in low quality is 512kbps.

• I am on 4G connection; however, the quality of the video is still poor?

  Speeds on mobile internet fluctuate depending on the signal strength, due to which the quality of the video may also vary.

• Why is the video quality different when I am viewing on my Wi-Fi internet connection at home and on my mobile internet connection?

  The video quality depends on the speed of your internet connection. You will have a better video quality on a faster internet connection as compared to a slower internet connection.

• What will happen when I switch between cellular network and Wi-Fi while viewing Live TV?

  The viewing will not be interrupted, and as mobile devices have capability of giving priority to Wi-Fi connection, the app player will switch to higher or lower streaming profile as per the availability of bandwidth on the Wi-Fi

• I am watching live TV, I moved from a cellular network to Wi-Fi? Will streaming continue

  The viewing will not be interrupted and as mobile devices have capability of giving priority to Wi-Fi connection, the app player will switch to higher or lower streaming profile as per the availability of bandwidth on the Wi-Fi.

• My device is showing 'Device limit full' when I log in or when I launch the app

  Tata Play Smart App allows limited number of devices to be logged in at a time. Please remove the devices as mentioned to enjoy the sevices on your device. 

  All devices can be removed except Tata Play Binge+ and Tata Play Binge. Browsers will be automatically removed every midnight

• I am not able to rename the device

  Tata Play offers device rename option for all devices except browsers as per the following rules:

  1. Maximum length for device name : 50 Characters
  2. Allowed special Characters : Single Space and '_'
  3. Device name should be unique
  4. Please note autogenerated names might include more than 50 characters and special characters as part of Manufacturer Name or Device
• I am trying to play videos on Mobile/Tab, why does it say 'Content Viewing is available for HDCP compliant devices only'

  We make sure that we are following high standards of security for both customers and our content partners High-bandwidth Digital Content Protection (HDCP) compliance is required to stream videos on Tataplay App(mobile/tablet)

  If this message has been displayed on your mobile/tablet device then most likely your device is not HDCP compliant. In order to make a device compatible to play HDCP-enabled content, the manufacturer must obtain a license for the device.Please contact the device manufacturer for more information.

  You can also try streaming on another display or device.

• Can I choose my existing Netflix account to watch Netflix as part of these combos?

  You can choose either to use your existing Netflix account (if you have one) or create a new Netflix account by following the Netflix activation link that you receive post subscribing to a Tata Play Netflix Combo.

• Can I take Netflix Plan if I do not hold Tata Play Binge+ Set Top Box?

  Yes, Tata Play Subscribers who do not hold Tata Play Binge+ STB, can take Netflix Combo Plans. Once they take the plan they can sign up to Netflix or use their existing Netflix account if they have one already.

• How do I change my Netflix Plan as part of my Tata Play Netflix Combo?

  If you wish to change your Netflix Plan, kindly follow the below steps on Tata Play Mobile App or Tata Play Website:

  Post login, click on Manage Pack Tab or shortcut· Click on Modify Packs and Channels· Use Quick Add or Modify Pack Tabs and Select OTT Combo Tab Select the Combo pack with your required Netflix Plan

• I have subscribed to a Tata Play Combo with Netflix, how do I start watching Netflix now?

  You will receive the details to activate your Netflix account through SMS on your Registered Mobile No. once you are subscribed to a Tata Play Netflix Combo. You will also be able to see a message on the home screen of the Tata Play Smart App to activate your Netflix account if you haven't. On following that link, you will be taken to Netflix website to activate your Netflix account.

  In case you wish to are unable to locate any of the following, kindly visit https://www.tataplay.com/my-account/netflix/link-expire to generate your Netflix activation URL