Customer Service

Here you’ll find answers to the most frequently asked questions. If you have any further questions, you can use our

Couldn’t find the answer to your question? Then you can reach us by phone at:
01 2051 2351

Mon–Sat, 8 a.m.–7 p.m. (except on public holidays)
On UEFA match days, we’re available until the start of the second half.

Which topic do you need help with?

Contract informations Account Channels Error Messages

Contract information

Your invoice
Minimum contract period
Termination / Suspension
Contract Transfer

Payment method add

All invoices for your CANAL+ package must be paid by direct debit (SEPA), credit card (Visa or Mastercard), or PayPal.
If you would like to switch your payment method to direct debit, please complete the SEPA mandate, sign it, and send it by email to info@canalplus.at.

Invoice add

You can view your invoice conveniently online in the CANAL+ customer area. Please log in with your e-mail address and password. Under "Invoices" you can see all the invoices assigned to the subscriptions.

Payment add

The payment intervals for your CANAL+ package are product-dependent and unfortunately cannot be individually adjusted.
If any outstanding charges or an unpaid invoice have occurred due to a change in your bank account or similar, you can easily and conveniently settle the amount directly through your customer account. This usually allows for much faster reactivation of a suspended account compared to payment via payment slip.

If you still prefer to make a bank transfer, here are our bank details:
Recipient: Canal+ Luxembourg S. à r.l.
IBAN: AT73 1814 0000 0220 9829
BIC: CITIATWXXXX

If you choose to pay via a payment slip, please make sure to include the last invoice number as the payment reference – this is the only way we can correctly allocate the payment to your customer account.

Would you like to know how long your minimum contract period is?

The duration of your contract depends on your product. You can find more information here under the packages.

If you already have an active product with CANAL+, you will find the minimum contract period on your order confirmation or the contract you received either by e-mail or post.

Would you like to cancel or suspend your subscription?

In general, subscriptions with a minimum contract term of one year can be terminated with one month's notice to the end of the minimum contract term. The subscription is then extended indefinitely and can be terminated at the end of each calendar quarter with one month's notice. Subscriptions without a minimum contract term can be terminated at any time to the end of the next billing period.

You can easily cancel your subscription yourself—just log in to your account. Of course, our customer service team is also happy to help: call 01 2051 2352.

Under normal circumstances, an existing contract may not be terminated early before the end of the minimum term. However, if you move to a location where we cannot provide service, we will gladly review your request. Please note that a temporary suspension of your CANAL+ subscription—for example, during a holiday—is not possible.

If you would like to transfer a contract, please send the completed Contract Transfer Form to info@canalplus.at. You can download the required PDF here: Contract Transfer Form

In the event of the contract holder’s death, relatives have the option to take over the contract. To do this, the death certificate of the previous contract holder and the completed Contract Transfer Form must be sent to info@canalplus.at.

Account

MY CANAL+ Account
App

MY CANAL+ account add

Would you like to log in to the My CANAL+ account?

Click here to log in!

Change bank details add

You can view and change your bank details at any time in the CANAL+ customer area. If you have new bank details, you can easily save your IBAN there yourself.

Change personal details add

Would you like to change your personal details?

Then you can easily change them in the My CANAL+ account or contact our chat.

To log in to your CANAL+ account and our app, you must first create login details.

Create access data add

If you have concluded a new contract with CANAL+, you can create your access data directly during your order. You did not create your access data directly when you placed your order? Then you can create your access data here using your smartcard or customer number.

If you already have a smartcard number and a CANAL+ package activated on it, you can use this to log in. If you have ordered new hardware from us, you can create your access data as soon as the SAT module or SAT receiver arrives after three to four working days.

Forgot your password? add

Are you already a customer and have forgotten your password for the app and your CANAL+ account? You can request a new password using your e-mail address and smartcard number.

Channels

Channel list
Activate your channels
ProSieben and Sat.1 Channels
Erotic channels
Multiple devices
CANAL+ abroad
Bad weather tip

Here you can download the current channel lists:

CANAL+ channel list

Your channels will be activated immediately after registration on your CANAL+ receiver with integrated Micro-SAT card or your ORF DIGITAL-SAT card.

You must receive the activation signal for the channels to be fully activated.

You can easily activate the channels yourself: Do you have a CANAL+ receiver? Then please switch to ORF eins HD. If you have an ORF DIGITAL SAT card, please switch to Puls 4 HD. Then stay on this channel. Your programs will be activated within 30 minutes.

You still have no picture on ORF eins HD or Puls 4 HD after 30 minutes? Then send yourself a new activation.

As of January 7, 2025, the availability of the following channels will change:

Puls 4, ATV, ATV 2, Puls 24, ProSieben, SAT.1, Kabel Eins, sixx, ProSieben MAXX, SAT.1 Gold, Kabel Eins Doku, SAT.1 Emotions, Kabel Eins classics, and ProSieben Fun.

What stays the same?

Via satellite: With the exception of SAT.1 Emotions and Kabel Eins classics, all channels will remain available as usual.

What is changing?

Streaming availability: The aforementioned channels will only be available on the following devices:

All supported Smart TVs and sticks (Samsung, LG, Sony, Panasonic, Android TV, Fire TV, etc.)
Set-top boxes such as MZ-101, MZ-102, or the A1 Xplore Box

Due to new manufacturer specifications, we can no longer offer the streaming of erotic channels, but both the picture and the program remain sharp.

You can therefore continue to receive our erotic channels:

On the browser

Via the CANAL+ SAT receiver

Via the CANAL+ SAT module

Would you like to be able to receive CANAL+ on several devices?

Reception on several TV sets at the same time is only possible if a separate CANAL+ package is active for each CANAL+ receiver or on each ORF DIGITAL SAT card.

TIP:

With the CANAL+ TV app, you can be logged in on up to 5 devices. On your cell phone, tablet or laptop. In your own room, on the balcony or in the garden - and of course on the move. Our smart TV app is available on Samsung, LG, JVC, Nabo and many other TV sets.

If you don't have one of these TVs, you can also stream a wide range of TV content to your TV via Google Chromecast or Amazon Fire TV-Stick (as of Fire OS 6) using the CANAL+ TV app.

All CANAL+ products are intended exclusively for people with an address and bank account in Austria. If Internet access with sufficient bandwidth is available, the Internet TV services and apps can also be used by customers when they are abroad.

If bad weather interferes with satellite reception, the TV app already included in your CANAL+ package is the perfect alternative. It allows you to enjoy your favorite channels on your Smart TV, cell phone, tablet, laptop, Apple TV, or desktop PC via a web browser.

So: hands off the satellite dish when there's thunder and lightning.

Error messages

General error messages CANAL+ module
Error messages CANAL+ app
Error messages for ORF cards

No signal add

Check your satellite cabling. If the problem persists, have a professional adjust your satellite dish. You can check if the channel ZDF HD is working, as this is a free-to-air channel. If it doesn’t work, the problem is with the satellite signal.

No authorization when using the CANAL+ module (S003) add

Switch to ORF 1 HD and wait 30 minutes. Make sure the channel is part of your package.

Encrypted signal add

Perform a power reset. Then switch to ORF 1 HD and wait 30 minutes if you are using the CANAL+ module. For ORF cards, switch to Puls 4 HD and wait 30 minutes, the activation will happen automatically.

001-1 no program authorization add

Perform a software update on Canal + First and then switch to ORF 1 HD for 1 hour. You will then automatically receive the authorization!

Your login is not working as intended? Please check your email address that you used for registration.

Forgotten password add

Have you forgotten your password? No problem! Simply create a new password.

Connectivity issues add

Please make sure your internet speed is at least 25 Mbit/s to stream content smoothly.
If you're watching via browser on play.canalplus.at:

Clear your cache and cookies
Make sure your browser is up to date

If you're watching via the app:

Check whether the app is up to date and install the latest update if necessary.

You can also find more information about the recommended browsers here.

Certain channels aren’t available add

If the channel is not part of your package, you can upgrade your package at any time so that you can enjoy the whole experience of CANAL+. You can upgrade at any time via your account or through our customer service.

New ORF digital satellite card or new CANAL+ receiver add

Do you have a new ORF DIGITAL SAT card or a new CANAL+ receiver?

E16-4 and E19-4: If you use CANAL+ on an ORF card, the ORF card must be replaced every 5 years. You can easily do this in your account under the menu item "Card exchange". We recommend that you switch to our module. With CANAL+ devices, you can watch all Austrian programmes including ORF in HD and receive additional channels in HD. This makes the hassle of changing cards a thing of the past and saves you the annual platform fee.

E30-4 or E107-4: Have you recently received a new ORF card or new hardware? Then you can simply link the two devices in your account.

Other smartcard issues add

E04-4: This error message appears if no smartcard is inserted. Please insert the smartcard now.

E06-4: The smartcard was inserted incorrectly. Turn the card over and then insert it again.

E45 - E60: The error message means that your receiver cannot receive sufficient signal strength for the selected transponder. Please check the signal strength first! The signal quality should be at least 80%. If you cannot receive a single channel, please check whether your device has been connected correctly or have your satellite system checked by a specialist. If only individual channels are missing, please make sure that the reception data has been saved correctly and is up to date. You can find our frequency list here. A satellite aerial that is not optimally aligned can also cause interference with individual transmitters. It must therefore be ensured that the SAT system is optimally aligned so that you can enjoy our channels in any weather and at any time of day.

E81-35 or E80-35: Please check whether there is an update for your receiver and then carry out this update.

E106-4 or E106-9: Please check whether you are on the correct channel (e.g. Pro7 HD Austria). Some channels only work with CANAL+ hardware (RTL, Kabel1 Doku HD, Sat1 Gold HD, Sixx HD, Pro7 Maxx HD, Sport1 HD, Insight TV, Dorcel TV, Dorcel XXX, Mezzo, Penthouse).

E133-4 and other error messages from E130-E 139: Please contact our chat. We will then send you a special impulse.