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My Account
Billing
17
Why have I been charged $1 when I signed up for a free trial?
I want to change my credit card, how do I do that?
I cancelled my Neon subscription partway through my billing cycle and still have an active Lightbox subscription, what happens to me?
As a previous Lightbox standard customer what changes apply to me?
How to see my plan and billing date?
See all 17 articles
Change Plan
2
How do I resume my Neon subscription?
How do I cancel my Neon subscription?
Device Management
7
Why do I receive a message saying my device limit has been reached?
How many devices can I have registered on my Neon account?
How do I manage my devices?
I had different devices registered for Neon and Lightbox, which ones are now available?
Can different members of my household watch more than one show at the same time?
See all 7 articles
Parental Controls
5
Age ratings on Neon
What is the Kids' profile?
Setting up your Parental Controls
Will my previous parental control settings still apply?
What is the Kids Area in Neon?
Account Details
10
What's my username?
Why do I need a PIN and what is it?
How do I update my email address?
How do I log in to Neon if I previously had only a Lightbox subscription?
I had just a Lightbox subscription, what happens to me?
See all 10 articles
Profiles
2
How to change the user profile on Apple TV
How to delete profiles?
Direct Carrier Billing (DCB)
6
I had a Neon and a Lightbox subscription, but I use different email addresses for each, what will happen to me?
I previously had Lightbox as part of my broadband package with Spark, what is changing for me?
I'm a Spark customer and don't have a credit card on file with new Neon, what do I need to do?
What if I don't want to continue with new Neon now Spark are going to charge me?
I'm a Spark customer and forgot to cancel my account on time
See all 6 articles
Pricing and Packaging
3
Why can't I sign up?
I had a Lightbox Premium subscription, how much will I pay now?
I had a Lightbox Standard subscription, how much will I pay with new Neon?
Devices & Apps
Getting started
21
How to watch Neon on your Samsung Smart TV
How to watch Neon on your Sony Android TV
How do I watch Neon using my PlayStation®4?
How to watch Neon on your Panasonic Smart TV
How do I update Neon on my Samsung Smart TV?
See all 21 articles
Supported Devices
4
What devices can I watch Neon on?
Are there any restrictions for Download to Go?
What Apple devices does Neon support?
What Android devices does Neon support?
Movie Rentals
Getting Started
14
Do I need an active Neon subscription to rent movies?
How much do movies cost to rent?
How long do I have to watch my Movie Rental?
Can I download movie rentals?
How do I stop others in my household renting movies without my permission?
See all 14 articles
Rental and Billing
5
Why do I have to pay for some movies?
Why are some movies included in my Neon subscription also available to rent?
How do I view my purchase history?
How can I make sure others in my household can’t pay for movie rentals without my permission?
Is the same credit card used for my subscription and any movie rentals?
Troubleshooting
1
Why can’t I see Rental Movies on my Apple mobile / tablet or Apple TV?
Streaming & Playback
Getting started
2
Data Saver for Freeview
Will new Neon work with my casting device?
Audio Quality
2
Does Neon support 5.1 audio?
Why is there no sound?
Captions
5
What devices support closed captions?
How do I turn on closed captions on my Apple device?
Do movies come with subtitles or closed captions?
Subtitles / closed captioning on Neon
How do I turn on closed captions on my Andriod device?
Picture Quality
5
Why does Neon buffer?
What broadband speed do I need?
What kind of quality can you expect from Neon?
How do I improve my picture quality?
Data Saver on Android
Troubleshooting
19
Neon isn't working on my Android phone / tablet
I'm having trouble casting Neon to my big screen
Neon isn't working on my New Freeview Recorder or SmartVU X
I'm getting a message to say I'm not in New Zealand
Sorry, downloads are not supported on this device
See all 19 articles
Content
Enquiry
1
Is all of the content avaliable now?
Downloads
8
How do I download content on Neon?
How much space does a downloaded movie take up?
What is Download & Go?
Which movies or TV shows can I download?
Which devices can I download to with Download & Go?
See all 8 articles
Watchlist
1
Will I lose my watchlists and watching progress (bookmarks)?
About Neon
Policy
2
Broadcasting Standards
Usage Rules
Getting Started
6
How do I sign up for Neon?
I was on a Neon free trial but am also a Lightbox subscriber, what happens to me?
I was on a Lightbox free trial but am also a Neon subscriber, what happens to me?
I was on a Lightbox free trial, what happens to me?
I was on a Neon free trial, what happens to me?
See all 6 articles
About Neon
9
What is new Neon?
Are movies included with my Neon subscription?
Have you taken any movies away from the existing Neon service to put them into the movie rental options?
Do I have to upgrade my Neon subscription to get movies?
I'm a Neon subscriber, will my old Neon settings still apply?
See all 9 articles
