FREQUENTLY ASKED QUESTIONS

GDPR stands for the General Data Protection Regulation. GDPR came into effect on 25th May 2018 as the new European Union Regulation, replacing the Data Protection Directive (DPD) and The UK Data Protection Act 1998.

After many years of debate it was approved by the EU Parliament on April 14th 2016 and involves the protection of personal data and the rights of individuals. Its main aim is to ease the flow of personal data and increase privacy and rights for EU residents across all member states. GDPR Article 5 states that personal data must be:

• Processed lawfully, fairly and in a transparent manner
• Collected only for specified, explicit and lawful purposes
• Adequate, relevant and limited to what is necessary
• Accurate and kept up to date
• Kept only for as long as it is needed and no longer
• Protected in a manner that ensures its security and integrity

Yes, SonyLiv takes privacy and data protection very seriously. As a global company and trusted partner to the entertainment industries, we regularly monitor developments in the locations where our services are offered to ensure we meet our legal, regulatory and contractual obligations. In anticipation of the GDPR, with executive support and oversight,

Personal data includes any information related to an identified or identifiable natural person (an individual or “data subject”). A data subject can be identified or identifiable, directly or indirectly by a variety of pieces of information. Examples of information that may be considered personal data include a name, ID number, photo, email address, bank details, posts on social networking websites, medical information, or a computer IP address. The definition of personal data is very broad.

We encourage you to check for self-service deletion capabilities which are the quickest way to ensure your data has been deleted. you can also send a request for account deletion to our Support team, you will receive confirmation once that deletion has occurred. Otherwise, deletion will occur per our standard retention periods. Please check the relevant Privacy Policy document on SonyLiv platform.

You can write an email to dpo@setindia.com, to reach out to our Data Protection Officer

The rights given to data subjects under the General Data Protection Regulation, and recognized by SPN, are as follows:

1. A right to know what data is processed, how it is processed and shared and to receive a copy of own personal data.
2. A right to erasure, where there are no laws or regulations which mandate the retention of that data.
3. A right to rectification of inaccurate personal data.
4. A right to withdraw the consent
5. A right to data portability.
6. A right to restriction of processing of specific personal data items.
7. A right to object to processing.

Sony LIV provides a wide array of availability and support in India and other International markets. Specifications particular to device make and model can be found below.

To sign in using your mobile number:

Step 1: Enter your mobile number.

Step 2: An OTP will be sent on this number.

Step 3: You’ve just got to enter it and click on Submit.

Ta Da! You are now a part of LIV! Stream over 30,000 hours of entertaining content! Binge away!

Simply enter your email address and registered password, and voila! You’re signed in! Binge over 30,000 hours of entertaining content!

We’re extremely sorry buddy. Your LIV account will not work outside your country. It is currently available only in the country you register from.

Step 1: First, let’s make sure you are connected to the internet. If not, please check your internet connection.

Step 2: If the app shows an error, then send it to us. We will get back to you asap!

Step 3: If it still doesn’t work then please share the following details to - livsupport@SonyLIV.com

No internet connection? No worries. Premium subscribers can download their favourite shows on mobile / tablet app and watch them when they are offline.

Become a premium subscriber now! Download and watch the most entertaining content even when you’re offline.

Android

• From the device’s home screen, open the “Settings” app
• Tap “Apps”, “Applications”, or “Applications Manager” (Terms and steps vary by device).
• You will see a list of the apps downloaded onto your device. Scroll through the list and tap on the Sony LIV app.
• To enable push notifications, click on Notifications and tap on “Allow notifications” from this screen.
• To disable push notifications, follow the same steps and disable “Allow notifications” from this screen.

iPhone/iPad

• From your device’s home screen, tap the “Settings” icon.
• From the settings screen select “Notifications”.
• From here, find the Sony LIV app from all the Apps installed on your device.
• Tap “Allow Notifications” and then choose your options for how you wish to receive push notifications.
• To disable the notification, follow the same steps and disable the “Allow Notifications” option

Google Chrome

• Open Chrome and select the “Settings” under the 3-point menu
• In Settings click on “Site Settings” within the “Privacy and Security”
• Select the “Notifications” and select the option “Sites can ask to send notifications”
• To disable the notification, follow the same steps and select the option “Don't allow sites to send notifications” and remove the website URL from the allowed websites list (if already allowed)

Safari

• Open Safari and click “Preferences” (under the Safari menu bar)
• Click on the “Notifications” tab
• Enable the “Allow websites to ask for permission to send push notifications”
• To disable the notification, uncheck the “Allow websites to ask for permission to send push notifications” and remove the website URL from the allowed websites list (if already allowed)

Sony LIV has launched monthly, yearly subscription packs for premium membership for all users globally, available on Web, Android, and iOS platforms (iPhone, iPad, and Apple TV). These packs may get auto renewed. Our premium membership packs are available at pocket friendly rates:

This pack comprises exclusive LIV Originals and your favourite shows from Sony Entertainment Television, SAB TV and other channels of Sony network.

Ads may be served

Binge the exclusive World Premiere of series like Scam 1992, Avrodh, Undekhi, Your Honour & more.

Watch latest episodes of all your favorite shows from Sony Entertainment Television, SAB TV & more.

In-App Billing with Google Play Store, Apple App store & Payments via Pay-pal is supported

Web Payment options:
Payments via Pay-pal is supported

If your payment mode supports auto-renewal, then your subscription will renew automatically, without any interruption, at the end of your subscription cycle.

If your payment mode doesn’t support auto renewal, then you can renew your subscription by going to ‘My Purchases’.

Don’t you worry. You can subscribe again from ‘My Purchases’ or from the Premium content of your choice.

You could also click on the Subscription cards on the homepage.

The cancellation will depend on the mode of payment.

Subscriptions made using Credit Card, Debit Card, In-app billing, Wallets can be cancelled from ‘My Purchases’.

Payment made by Credit Card
- Go to ‘My Purchases’ Section on SonyLIV and click ‘Cancel’ to unsubscribe.

Payment made by Google Playstore:
- Go to your Play Store Account.
- Select Subscriptions.
- Click on Unsubscribe.

Payment made by Apple iTunes store:
- Go to the Settings icon on your iOS device.
- Select the option "iTunes & App Store".
- Click on “Apple ID” and then select “View Apple ID”.
- Now, login with your credentials.
- Click on “Subscriptions” and select the pack you wish to unsubscribe.

If you have made a purchase using any other mode of payment, you will be charged only once and your subscription will expire automatically once your pack expires.

Sorry! We do not provide refunds or credits for any partial-month membership periods or unwatched content.

However, you can access the content till the end of the subscription period!

In case of queries, feel free to contact us on livsupport@SonyLIV.com

SonyLiv Premium membership is available on Andriod, Web , IOS, Apple TV & Android TV Platforms .

You can watch SONYLIV across your devices like TV, Apple TV , Android TV , Laptop & Tablets through same user credentials

You can watch concurrently across 2 devices

If you upgraded or deleted the application, or if you have download problems after purchase, do not worry. Your purchases are guaranteed. This functionality "restores" i.e. re-instate the active subscription on your device.

There are multiple scenario where restore is helpful

• In case user bought a subscription from say iPhone but the subscription is not visible on Apple TV, clicking on Restore button from My Account or My Purchase will enable subscription on the Apple TV.
• You have received subscription purchase confirmation from iTunes/Apple Store, but the subscription is still not active? Click on the Restore button from My Account or My Purchase and your subscription will be restored.
• You have deleted and reinstalled the app or restores the device from a backup? Simply click on Restore button from My account or My purchase and your subscription will be enabled.

User can restore functionality from either My Account in main menu or from My Purchases under My account.

Please make sure that you are logged and using the same Apple ID to restore which you used to purchase the subscription. If the Apple ID does not match with the ID you used to purchase subscription, the restore will fail.

Restore functionality is available and supports all Apple devices such iPhone, iPad, and Apple TV.

• Content Browsing, playback and purchase of any subscription services are not supported over VPN, Proxy or a routing service/software.

• Turn off VPN, Proxies or any other software that might route your internet connection from outside of your current region to access Sony LIV or its contents.

• We support standalone Chromecast devices from Generation 2 to Generation 3 and all TVs having in-built Chromecast device. In case you are using Chromecast Generation 1 device, please note that this device is no longer supported by Google and you might experience playback issues
• We don’t support any kind of mirroring through phone / use Screencast / MiraCast / MyCast/ Anycast or Airplay

This means that the information on the device that you are trying to cast needs to be refreshed. To fix this issue, follow the below steps and retry to cast –

1. Android phone or tablets
   • Ensure that your android device and Chromecast are connected to same Wifi
   • Restart your android phone or tablet
   • Update Google Home and Google Play services
   • Unplug your chromecast device from power source for 15s and plug it back to allow chromecast to reboot
   • Sign out of SonyLIV
2. iPhone or iPad
   • Ensure that your iphone/ipad and Chromecast are connected to same Wifi
   • Unplug your chromecast device from power source for 15s and plug it back to allow chromecast to reboot
3. Windows or Mac computer
   • If you use chrome, you can turn off unnecessary add ons by following the below steps -
   • In the address bar, enter chrome://extensions
   • Turn off any extensions that are turned on

Please try the following options –

• Delete special characters from your chromecast device name such as emoji’s or apostrophes as SonyLIV app cannot recognize special characters

• Ensure that your device and Chromecast are connected to same Wifi

• Update to recent version of Chrome

• In case if your router, modem or getaway is set to multicast routing, kindly refer to your router, modem, or getaway owner’s manual or manufacturer for setup instructions

• Make sure you are having latest SonyLIV app version installed on your device -

1. Android minimum version support: 4.4 or above
2. iOS minimum version support: 11.0 or above

• To change subtitle or audio language of the casting, go to Subtitle & Audio settings on the player of your device and choose your preferred settings. On submitting, the casting will start playing with the selected subtitle/audio language.

• To change volume of casting, press your phone or tablet’s volume buttons.

• Select the next content you wish to watch and press play. The earlier content will stop casting and the current content that is playing will be casted instead.

• If you still need help with issue resolution, kindly drop an email to livsupport@SonyLIV.com with detailed description of the issue.