Question 1

How do I add or remove a profile?

Accepted Answer

Open your account page, choose Profiles, then Add profile. Give the profile a name and pick whether it is a kids profile. To remove one, select it and choose Delete profile. Watch history and My List for that profile are deleted with it and cannot be restored. Profiles are shared across every device signed in to your household.

Question 2

What does BMT Direct cost?

Accepted Answer

BMT Direct is £1.99 per month. That includes ad-free streaming, five household profiles, offline downloads and two simultaneous streams. There is no contract. You are billed monthly on the date you subscribed, and you can cancel at any time. Regional pricing applies in some markets and is shown before you confirm payment.

Question 3

How do I cancel my subscription?

Accepted Answer

Open Account, choose Subscription, then Cancel subscription. You will be asked to confirm once. You keep full access until the end of the period you have already paid for. Nothing further is charged after that. Your profiles and My List are kept for twelve months, so resubscribing picks up exactly where you left off.

Question 4

Which devices can I watch on?

Accepted Answer

BMT Direct runs on the web, iOS and Android phones and tablets, Fire TV, Apple TV, Android TV and Samsung Tizen televisions. You can also cast from the mobile apps using Chromecast or AirPlay. Two devices can stream at the same time on one subscription.

Question 5

What do the faith ratings mean?

Accepted Answer

Faith ratings sit alongside standard age ratings and describe themes, language and imagery so households can judge suitability quickly. You can set a maximum faith rating per profile, and titles above it are hidden from browsing and search. Ratings are reviewed by our content team, not generated automatically.

Question 6

Video keeps buffering or looks blurry

Accepted Answer

Run a speed test: 3 Mbps is enough for standard definition, 8 Mbps for HD and 25 Mbps for 4K. Restart your router, move closer to it or use a wired connection where possible, and close other streaming or download activity on the network. If it only happens on one device, sign out and back in on that device, then reinstall the app. Still buffering on a fast connection? Send us the title, device and time of day and we will check our delivery logs.

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Help Center

Browse by topic

Account & Profiles

Billing & Subscriptions

Playback & Devices

Content & Recommendations

Technical Issues

Most read articles

Account & ProfilesHow do I add or remove a profile?Every household gets five profiles, each with its own recommendations and watchlist.

Billing & SubscriptionsWhat does BMT Direct cost?BMT Direct is £1.99 a month, ad-free, with no contract and no minimum term.

Billing & SubscriptionsHow do I cancel my subscription?Cancel in two clicks from your account. You keep access until the period ends.

Playback & DevicesWhich devices can I watch on?Web, iOS, Android, Fire TV, Apple TV, Android TV and Samsung Tizen, plus casting.

Content & RecommendationsWhat do the faith ratings mean?Every title carries a faith rating so households can choose what suits them.

Technical IssuesVideo keeps buffering or looks blurryUsually a connection issue. Try these five checks before contacting us.

All articles

Account & ProfilesHow do I add or remove a profile?Every household gets five profiles, each with its own recommendations and watchlist.

Account & ProfilesHow do kids profiles work?Kids profiles show only U and PG titles, hide live news and cannot change billing.

Account & ProfilesI cannot sign in or forgot my passwordReset your password from the sign-in screen and check your spam folder for the link.

Account & ProfilesHow do I change my email address?Update your email in account settings and confirm from both addresses.

Billing & SubscriptionsWhat does BMT Direct cost?BMT Direct is £1.99 a month, ad-free, with no contract and no minimum term.

Billing & SubscriptionsHow do I cancel my subscription?Cancel in two clicks from your account. You keep access until the period ends.

Billing & SubscriptionsMy payment failed. What happens now?We retry for seven days and email you each time. Update your card to restore access.

Billing & SubscriptionsWhere do I find my receipts?Every payment produces a downloadable PDF receipt in your account.

Playback & DevicesWhich devices can I watch on?Web, iOS, Android, Fire TV, Apple TV, Android TV and Samsung Tizen, plus casting.

Playback & DevicesCan I download titles to watch offline?Yes, on the mobile and tablet apps. Downloads stay available for 30 days.

Playback & DevicesHow do I turn on subtitles or change the language?Subtitles and audio tracks are in the player menu, and your choice is remembered.

Playback & DevicesHow do I change video quality?Quality adapts to your connection, and you can cap it to save data.

Content & RecommendationsWhat do the faith ratings mean?Every title carries a faith rating so households can choose what suits them.

Content & RecommendationsWhy am I seeing these recommendations?BMT Core ranks titles on what you watch plus your language and region settings.

Content & RecommendationsHow does My List work?Save anything to My List and it syncs across every device on that profile.

Content & RecommendationsCan I request a title or report missing content?Yes. Send us the title and we pass requests to the acquisitions team weekly.

Technical IssuesVideo keeps buffering or looks blurryUsually a connection issue. Try these five checks before contacting us.

Technical IssuesThe app crashes or will not openUpdate, restart, then reinstall. That clears almost every crash we see.

Technical IssuesWhat does my error code mean?BMT error codes tell you whether the issue is network, licence or account related.

Technical IssuesCasting to my TV is not workingBoth devices must be on the same network with casting permissions allowed.

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