Question 1

How do I create a Kivora TV account?

Accepted Answer

Go to the registration page, enter your name, email and a password of at least 8 characters, accept the Terms of Use and confirm. You then choose a plan and can start watching straight away.

Question 2

I have forgotten my password. What should I do?

Accepted Answer

On the sign-in screen, click “Forgot your password?” and enter the registered email. We will send a link valid for 60 minutes so you can create a new password.

Question 3

I did not receive the confirmation email.

Accepted Answer

Check your spam folder and promotions tab. If you still cannot find it, use the “Resend email” button on the verification page. Corporate addresses with strict filters may block the message.

Question 4

Can I change the email on my account?

Accepted Answer

Yes. In My account › Personal details you can update the address. For security, the new email must be confirmed before it takes effect.

Question 5

How do I close my account permanently?

Accepted Answer

Cancel the subscription in My account › Subscription and then request deletion of your data through our contact channel. The process observes the legal retention periods.

Question 6

How many profiles can I create?

Accepted Answer

Each account supports up to five profiles. All have their own list, history, favourites and recommendations, regardless of the plan subscribed.

Question 7

How does the children’s profile work?

Accepted Answer

When you mark a profile as a children’s profile, the catalogue displays only titles within the defined age rating. Access to account and payment settings is also restricted.

Question 8

Can I limit the age rating of a profile?

Accepted Answer

Yes. When creating or editing a profile you set the maximum permitted rating, from Unrestricted to 18. Titles above that limit no longer appear on that profile.

Question 9

How do I switch profile?

Accepted Answer

Click the avatar in the top-right corner and choose “Switch profile”, or go directly to the profiles page.

Question 10

Which plans are available?

Accepted Answer

There are three: Basic (HD, 1 screen), Standard (Full HD, 2 screens) and Premium (4K UHD with HDR, 4 screens). All include the full catalogue and ad-free playback.

Question 11

Can I change plan later?

Accepted Answer

Yes, at any time in My account › Subscription. An upgrade unlocks the features immediately; a downgrade takes effect on the next billing cycle.

Question 12

Is there a minimum term or cancellation fee?

Accepted Answer

No. The subscription is monthly, with no minimum commitment. When you cancel, you keep access until the end of the period already paid.

Question 13

How do I cancel my subscription?

Accepted Answer

In My account › Subscription, click “Cancel subscription” and confirm. You do not need to call or speak to support.

Question 14

Which payment methods are accepted?

Accepted Answer

This installation of the platform operates in demonstration mode and does not yet have a payment gateway connected — so no charges are made. Accepted methods will be shown here once the provider is configured.

Question 15

The video will not start. What could it be?

Accepted Answer

Check your connection, refresh the page and confirm that your browser is up to date. Titles without a configured playback source display the message “Content temporarily unavailable” — in that case, the problem is not with your device.

Question 16

How do I adjust video quality?

Accepted Answer

During playback, open the gear icon in the player and choose the desired quality. On “Automatic”, we adjust dynamically according to your connection.

Question 17

How do I turn on subtitles?

Accepted Answer

In the same player settings menu, select the language under “Subtitles”. The preference is saved for subsequent playbacks on that profile.

Question 18

Does the platform remember where I left off?

Accepted Answer

Yes. For signed-in accounts, the position is saved automatically during playback and the title appears in “Continue watching”.

Question 19

Which keyboard shortcuts does the player accept?

Accepted Answer

Space or K to pause, left and right arrows to skip back and forward 10 seconds, up and down arrows for volume, M to mute and F for full screen.

Question 20

On which devices can I watch?

Accepted Answer

On modern browsers on a computer, on phones and tablets, and on compatible Smart TVs. Sign in with the same account to synchronise your list and progress.

Question 21

How many people can watch at the same time?

Accepted Answer

It depends on the plan: 1 screen on Basic, 2 on Standard and 4 on Premium. The limit applies to simultaneous streams, not to the number of profiles.

Question 22

How do I disconnect a device?

Accepted Answer

In Devices, find the device in the list and click “Disconnect”. To end everything at once, use “Sign out of all sessions” in Security.

Question 23

Can I download titles to watch offline?

Accepted Answer

Downloads are included on the Standard and Premium plans. The feature is available in the mobile apps according to the licensing availability of each title.

Question 24

How is my data used?

Accepted Answer

We use your data to authenticate access, personalise recommendations, process the subscription and prevent fraud. Details are in the Privacy Policy.

Question 25

Can I refuse cookies?

Accepted Answer

Yes. On first visit you may refuse all optional cookies or configure them category by category. Only necessary cookies cannot be switched off.

Question 26

How can I better protect my account?

Accepted Answer

Use a unique password of at least 8 characters, turn on two-step verification in Security and avoid sharing credentials outside your household.

Question 27

How do I exercise my rights under the UK GDPR?

Accepted Answer

Send your request through the contact form or the support email. We will respond within the time limits set by law.

Frequently asked questions

Frequently asked questions