Frequently Asked Questions

PLEASE NOTE: These are some of the "frequently asked questions" we anticipate receiving from users. If you do not see your question answered here, please CLICK HERE to contact us with your questions and we will do our best to provide you with an answer.

Be sure to use this special Contact Us form and NOT the regular customer service phone line or email address. The general customer service reps do not have the expertise to handle questions specific to Acorn TV.

GENERAL FAQs Back to Top

How do I get help with technical problems I'm experiencing with Acorn TV?

If you are experiencing a technical problem, please use the CONTACT ACORN TV option found under "Help" on the device you are using to watch. This sends us a diagnostic report about your device which will help us to solve the problem you are having. If you cannot get to that link or if your question is not a technical one, please email atvhelp@rljentertainment.com.

Please DO NOT call or email the general customer service line for the Acorn catalog. Those representatives do not have the expertise specific to issues related to Acorn TV.

How much does Acorn TV cost?

Acorn TV is part of Acorn Premium which is a membership club that costs $4.99/month or $49.99/year. The Acorn Premium membership also gets you free standard shipping from our gift catalog (www.acornonline.com). To purchase Acorn Premium, CLICK HERE.

How many videos can I watch in a month?

You can watch as many of the available programs as many times as you like as long as you are an Acorn Premium member. And we do not currently limit the number of devices on which you may access your Acorn TV account; however, we reserve the right to implement a limit should we deem it necessary.

Can I access the service outside of the United States?

In order to purchase an Acorn Premium membership, you must be a resident of the U.S. or Canada. We do not have the rights to these programs outside of those two territories. To make the purchase, you must have a credit card with a billing address in the U.S. (and its territories) or Canada and you must purchase the membership from your computer located in the U.S. (and its territories) or Canada.

As an Acorn Premium member, if you are traveling or are stationed outside of the U.S. and Canada, you should still be able to access Acorn TV wherever you are located. However, if you have difficulties doing so, please contact us at atvhelp@rljentertainment.com.

Are there closed captions or subtitles available on Acorn TV programs?

Yes! We know that this feature is important to our customers and we have closed captions and/or SDH (subtitles for the deaf and hard-of-hearing) on 99% of our programs at this time.

To turn captions on or off on your Roku device, please use Roku's universal setting. From the Roku homescreen, select Settings > Captions > Captions Mode > On. If captions are available on an Acorn program then they will appear as long as your Roku has captions enabled in Settings.

On the web, to turn captions on and off, click on the "CC" button in the control panel at the bottom of the screen.

How do I expand the program to fill my screen?

If you hover over the area at the bottom of the player screen - you should see controls pop up including pause, scrubber bar (for fast forward/rewind), time information, volume, and a full screen button in the bottom right corner - it looks like a small rectangle with another rectangle inside of it. If you click on this it will make the player go into full screen mode.

How do I give an Acorn Premium membership as a gift?

We do not yet have a process in place for gifting Acorn Premium. To request assistance with setting up the gift purchase, please email us at atvhelp@rljentertainment.com to request assistance and include the best phone number at which to reach you since we cannot take credit card information by email, or call 888-870-8047 and request this gift account over the phone.

I made a download-to-own digital purchase on AcornOnline.com. How do I access it?

This service is separate from Acorn TV. You may access your purchases via "My Library" located in the top right corner of the AcornOnline.com website. Just sign in and then follow the prompts.

As an Acorn Premium member, do I have access to the Acorn TV channel on YouTube? Or, if I join on YouTube, do I have access to the Acorn TV website and Roku channel?

Unfortunately, because YouTube does not share subscriber information we are unable to crossover customers at this time. If you join on YouTube then you can only watch via YouTube. If you join on Acorn.TV then you cannot access Acorn TV on YouTube. We recommend joining at Acorn.TV so that you can enjoy all of the Acorn Premium benefits (including free shipping from our gift catalog) and so that you will receive communications from us about upcoming programs and events.

MEMBERSHIP FAQsBack to Top

What do I get with my Acorn Premium subscription?

Acorn Premium members enjoy:

  • FREE standard shipping (no minimum purchase) on all items from the Acorn catalog and AcornOnline.com. (Please note that Premium members in Canada pay the same $8 shipping surcharge that any Acorn customer would pay on a shipment to Canada.)
  • Premium Access to Acorn TV — Unlimited access to over 100 Premium series with more added every month offered on Acorn TV, available via streaming on your computer, Roku, iPad, iPhone, Apple TV (via the AirPlay function with a compatible iPhone or iPad), or through select mobile devices.
  • Special offers and private sale alerts

An Acorn Premium membership costs $49.99/year or $4.99/month.

How do I renew my membership?

Just CLICK HERE and add another annual membership to your cart, then proceed to checkout. Make sure that you're signed in under your current Acorn TV email address and an additional 12 months will be added to your current expiration date.

If this is a streaming TV service then why do I need free shipping?

Acorn TV is the streaming TV service, but the club you're joining is Acorn Premium. That club includes access to Acorn TV, as well as, free standard shipping on orders from our Acorn gifts & DVDs catalog (acornonline.com). If you don't already receive our catalog but you would like to sign up, you may do so here: acornonline.com.

I signed up for the free trial and now I'm enrolled in the monthly program, but I want to buy the annual membership and save some money. How do I change over?

While you're in Acorn TV, just go to Help, then Manage Membership, then Cancel and complete the process of cancelling your monthly membership. Then CLICK HERE to go to the purchase page, make sure you're signed in with the same credentials that you use on Acorn TV, add the annual membership to your cart, and then complete the checkout process.

When you return to Acorn TV, go to Help, then Manage Membership. You should see "Annual Membership" and your new expiration date on that page.

I have a monthly membership. How do I cancel it?

Your trial membership lasts 30 days and gives you full access to Acorn TV. After 30 days, you will automatically be billed every month for $4.99. To cancel your trial or your monthly membership, go www.acorn.tv, sign in and select Help, then Manage Membership, then Cancel. You may be asked to sign in again to confirm.

SIGN IN FAQsBack to Top

I am having problems signing in to Acorn TV, what do I do?

Please ensure that you are using your original email address that you used to place your order/trial for Acorn TV and that you are signing in to the NEW Acorn TV site at www.acorn.tv. To go to that sign in page, CLICK HERE.

Please remember that your password is case-sensitive. If you cannot remember your password, please use the "Forgot Password" link to reset it. This will be a link sent by email, so be sure to check your spam or junk folder if it does not arrive (please make sure that you put customerservice@acornonline.com on your allowed email list). Your username is the email you used to sign up for the service. If you do not remember what email address you used to sign up, please contact us at atvhelp@rljentertainment.com to retrieve it.

How long does it take before I can access Acorn TV after I purchase a Premium membership?

If you purchased it on the web, it will be immediate. If you purchased it by phone, it may take 1-2 hours for Acorn TV to be accessible. We strongly recommend purchasing Acorn Premium on the web so that you can have immediate access to Acorn TV.

I'm a Premium member, but it keeps stopping my program and asking me to join Premium. Why doesn't it know I'm a member already?

While your computer should keep you "cookied in" as a member and recognize you, sometimes that doesn't work and you might have to sign out and sign in again.

FREE TRIAL FAQsBack to Top

Am I able to try it before I buy it?

Everyone is entitled to one 30-day free trial of Acorn TV and we encourage everyone to take advantage of that opportunity to make sure that the service works properly for you and is what you expect it to be.

All you need to do is go to www.acorn.tv and sign up for the free trial which includes setting up an account with billing information. Once your 30 day trial is over then you will be charged $4.99/month until you cancel your membership.

If you don't wish to be charged, just go into Help and then Manage Membership and select Cancel before your 30 day trial is over. You may be asked to sign in again

Please note that the Free Trial is for Acorn TV only and does not include free shipping. The free shipping benefit begins once you become a paying member of Acorn Premium at the end of the trial.

If this is a free trial then why is there a charge on my credit card statement?

You may see a charge authorization pending on your credit card statement, in particular if you used a Discover or American Express cards. In order to verify that you have an account in good standing, these companies require a "pending authorization" on file. However, you will not be charged anything until after your 30 day free trial period has ended.

Why do you require a credit card from me for a free trial?

Now that Acorn TV has grown, we are following the standard practices of the other streaming subscription services and requiring billing info as part of the trial sign-up process. Not only is this standard practice but it also gives us an added layer of security for our programming. We are only allowed to show these programs to customers in the U.S. and Canada. To be secure, we are using both IP address as well as credit card information to verify location.

How do I cancel the free trial before I get billed?

To avoid being billed for the first month, just cancel by going to Help, then Manage Membership, then Cancel. You will be asked to sign in again and confirm your selection.

Why won't you accept my email address for a new account?

If you already have an email address in our system (either you had a free trial on the old Acorn TV website or you have purchased from our shopping site before at www.acornonline.com) you will need to use this email to sign into your account. You can then proceed with adding the required billing information that's part of the Free Trial signup now.

CONTENT FAQsBack to Top

I see that Acorn sells a lot of programs on DVD that aren't on Acorn TV. Why are those not offered?

In most cases, if a show is not available as part of Acorn Premium it is because we have not yet secured the streaming rights (also known as SVOD - subscription video on demand - rights) from the producer. Also, many of the DVDs sold in our Acorn catalog are not Acorn DVDs, so the streaming rights have to be pursued independently and they're often unavailable because the broadcaster has picked them up exclusively.

How do I know if the content is age appropriate?

British television isn't rated the same way that American television is, however, if we deem the material to be "for mature audiences" then we will do our best to indicate that in the episode description. To be safe, however, we recommend that children under 18 be supervised while accessing Acorn TV.

How often will new content be added to Acorn TV?

We add at least six shows every month — a combination of new & exclusive programs, as well as, classic favorites. These will be added on the first Monday of each month and will be highlighted in our "New & Featured" section.

When are the end dates for these shows?

We no longer have set end dates for programs on Acorn TV. We have added a "Leaving Soon" section to the site where we put shows that will be coming down off of Acorn TV. We also add end date warnings to the show descriptions when they're ending soon, and we include notices in our monthly newsletter.

STREAMING PERFORMANCE FAQsBack to Top

I'm having a problem getting the program to play. It keeps buffering, stopping and starting, and just won't play smoothly. How can I fix this?

Usually this problem is caused by wireless strength or Internet speed issues. Acorn TV requires consistent bandwidth of 1600 kbps (or 1.6 mbps) or above. Or you can also check with your internet provider to see if your capabilities can be improved. If bandwidth is not an issue, then please use the CONTACT ACORN TV option which will send us a diagnostic report that we can use to help resolve the issue.

What are the system requirements for Acorn TV?

You can watch Acorn TV through a Roku box, or via a web browser connected to the Internet, and configured as described below:

  • Browser: at or above - Internet Explorer 8, Firefox 20, Safari 5, Chrome 27, or Opera 12
  • Browser Plug-ins: Most recent versions of JavaScript for your browser
    • Adobe Flash Player (13.0 or above ideally) or Quicktime player on IPAD/IPHONE
  • Internet Connection: Broadband internet access optimal if 1.6 MBPS or above

Typically, the default settings on your Web Browser will operate fine. For example, JavaScript is enabled by default on most browsers. For optimal performance on return visits, using the "enabled cookies" setting is recommended. Please also make sure that you do not have a Firewall enabled. We have also found that the Google Chrome browser - which updates Flash automatically - has worked very well for many customers who are experiencing issues. You may download Google Chrome for free at www.google.com/chrome.

How do I turn up the volume on Acorn TV?

If you hover over the bottom of the screen, a toolbar will appear - this has a volume control on it, so you should make sure it's turned all the way up (use your cursor/finger to move the ball to the far right).

Make sure that your computer/tablet speakers are turned up.

Try using headphones which usually helps a great deal.

I'm getting "Error 3305" or "DRM Authentication Error" while trying to watch through Safari. How do I fix it?

Because Apple recently changed its default position on having cookies enabled, some of our programs won't play now via Safari unless action is taken by the viewer. There are two options to resolve the issue:

  1. Use a different browser (e.g. Chrome, Firefox) to access Acorn TV
  2. Enable third party cookies in Safari:
    • Select the "Safari" menu
    • Select "Preferences"
    • Select "Privacy"
    • For "Block cookies and other website data" select "Never"

If neither of these solutions works, please use the CONTACT US option to send a diagnostic report to our tech support team.

DEVICE FAQsBack to Top

How do I watch Acorn TV using my Roku?

Watching Acorn TV on your Roku is an excellent experience and a pretty simple process. Just follow these steps:

Add Acorn TV as one of your channels. You can do that through the Roku box - once you're in Roku, press the home button, and then go to the Channel Store. In the Channel Store, the Acorn Channel is listed under "Movies & TV" - click on it with your remote and then add the channel. OR you can add the channel through your PC, just click here: https://owner.roku.com/add/acorntv - then when you go to use your Roku, the Acorn TV channel should be listed as one of your options.

Authorize your Roku with Acorn by going to www.acorn.tv/roku. (PLEASE NOTE: You must enter this address directly into the URL bar on your browser and go straight to the page. It won't work if you search for it on Google. OR you can CLICK HERE and go directly to the page.)

If you are a current Acorn Premium member, then select "Sign In & Authorize." Once you sign in to your account then you will be asked to enter a 4-digit Roku code. Open the Acorn TV channel through the Roku on your TV. You should see a screen with 3 options: Free Trial, Authorize, Browse. Select AUTHORIZE and you will see a 4-digit code. Enter this into the space on your computer and click the "Authorize" button. On your TV screen, you should see a message that says: Congratulations! Your device is now authorized." Then you will be redirected to the main menu screen. Select BROWSE to go to the program selection screen, pick a show and start watching!

If you are signing up for the 30-day free trial, select "Sign Up & Authorize." You will be taken through a process to set up your account including entering billing information. If you don't cancel before your 30-day free trial ends then you will automatically be enrolled in the monthly membership, which you may cancel at any time by going to "Help" then to "Manage Memberships" then choosing "Cancel." Once you have signed up for your account then you need to select "Authorize Your Device." You will be asked to enter a 4-digit Roku code. Open the Acorn TV channel through the Roku on your TV. You should see a screen with 3 options: Free Trial, Authorize, Browse. Select AUTHORIZE and you will see a 4-digit code. Enter this into the space on your computer and click the "Authorize" button. On your TV screen, you should see a message that says: Congratulations! Your device is now authorized." Then you will be redirected to the main menu screen. Select BROWSE to go to the program selection screen, pick a show and start watching!

If you do not see an Authorize button then that means that, for some reason, we already know about your device. You may have had a membership in the past or perhaps you signed up for a free trial at one point. Once you go online and sign up for the new trial OR purchase a membership, then go back to your Roku and exit the channel and then enter the channel again. You should see the menu screen.

If this process does not work, please CONTACT US to let us know about the issue.

How much does it cost on Roku?

The Roku channel is free. Anyone may add it and anyone may browse it for free. In order to watch all of the episodes, you must be an Acorn Premium member which costs $49.99/year or $4.99/month and also includes free standard shipping from our catalog. Click here to read more and purchase.

When will there be an Acorn TV app available?

We now have an Acorn TV app available in the App Store for iPad and iPhone. We are working on apps for as many mobile and living room devices as possible. We’ll keep members posted as applications are complete.

Am I able to watch Acorn TV on my television set?

If you have a Roku box then, yes, you may access our Acorn TV public channel. Just add the Acorn TV channel from The Channel Store on your box. It's listed under "Movies & TV." If you have an Apple TV box, as well as an iPad or iPhone, then you can access Acorn TV by using Safari and the AirPlay functionality.

You may also be able to attach your computer to your TV via an HDMI cable, depending on the make & model of your television set. For more information on that, please CLICK HERE.

We are striving to make Acorn TV accessible via as many devices as possible, and getting it onto your TV set is one of our top priorities. We'll keep you posted as we develop new options.

How do I watch Acorn TV on my tablet device?

We now have an Acorn TV iPad app available in the App Store. On other tablet devices you just need to open the site (www.acorn.tv) in the browser that your tablet uses. You will need to sign in and then you can watch like you would on your PC. Acorn TV runs intermittently on many popular devices, however, we understand that Acorn TV does not run on ALL tablet devices, and some of the tablets that used to work no longer do. This is because there are a number of tablets with a version of FLASH that cannot be updated, or that use a Web Kit that does not display our player properly. We apologize for this inconvenience. We are working to build applications as quickly as possible to make Acorn TV accessible to everyone.

Why doesn't my Android tablet play Acorn TV?

Unfortunately, not all Android devices support Flash anymore. We're working on finding a permanent solution. In the meantime, many of our customers have had great success with Acorn TV after downloading the Dolphin or the Puffin app.

Do you have an app for iPads and iPhones?

Yes, we do. The Acorn TV app for iPhone and iPad is available now in the App Store.

 

PLEASE NOTE: These are some of the "frequently asked questions" we anticipate receiving from users. If you do not see your question answered here, please CLICK HERE to contact us with your questions and we will do our best to provide you with an answer.

Be sure to use this special Contact Us form and NOT the regular customer service phone line or email address. The general customer service reps do not have the expertise to handle questions specific to Acorn TV.