Get help with Kayo

If you have successfully cancelled your subscription, you will receive a confirmation email from Kayo, which will be sent to the email address linked to your Kayo account when signing up through Telstra.

Managing your Kayo subscription is made simple and easy.

To update or change your account details and settings, upgrade or downgrade your subscription, change your payment method or cancel your Kayo subscription, here’s how:

Simply ensure you are logged into Hubbl My Account on a web browser, and then select one of the links below.

• Change your account details - to update or change your account details and settings
• Change your password
• Change your payment method to credit card - you can select your Telstra bill as your payment method at sign up. If you change the payment method to credit card you cannot revert back to Telstra as your payment method.
   

Alternatively, you can go to Manage your account.

To stop your Kayo subscription appearing on your Telstra bill, follow the steps below. You don’t need your Kayo login details.

Good to know: This only cancels your Telstra billing payment method, it does not cancel your Kayo subscription. Kayo will contact you for a new payment method to continue using their service.

Using web browser:

1. Sign in to the Telstra My Offers Dashboard
2. Choose your Kayo subscription
3. Select Cancel Subscription
4. Confirm cancellation.
    

Using My Telstra:

1. Sign into My Telstra
2. Select Services, then Your subscriptions
3. Choose your Kayo subscription and select Need to make changes?
4. Select Cancel Subscription
5. Confirm cancellation.

You can upgrade your package up to twice a month (i.e. from Basic to Premium).

Upgrading your Kayo subscription is effective from the moment you upgrade your package, enabling you to use the new features straight away. Because of this, you're billed for the difference between the subscription plans for the remainder of the billing month via a pro-rata charge. The pro-rata amount will be calculated from the upgrade date to the end of the regular billing month. Once that billing month has ended, you’ll be charged the new amount for your subscription on your regular billing date.

Downgrades don’t kick in until the start of the next billing month, so the price change won’t come into effect until the first day of your next billing month.

Change your Kayo subscription

If you have forgotten your Kayo password:

1. Go to the Kayo login page
2. Select Forgot password? below the Login option
3. Enter the email linked to your Kayo account
4. Follow the prompts in the email sent to you to reset your password.
    

If you have forgotten the email address you signed up to Kayo with:

• Go to Forgot my email/username and follow the instructions.

When you stream sports and shows on Kayo, the amount of data used depends on a few factors:

• What the quality of your stream is (SD or HD)
• Whether the stream is live, a replay or an on-demand show
• If the Split View feature is in use.
   

Kayo will work with Peace of Mind Data speed throttling - the minimum speed required for standard definition streaming quality on a mobile data connection is 1.5mbps. Note: with Peace of Mind, the video streaming speed is capped at 1.5mbps, so if you've set the video quality to HD, the streaming speed will be reduced to 1.5mbps.

If you don't have Peace of Mind Data, you can also control your data usage in the Kayo app.

• Video Playback: You can tailor your mobile data settings to:
  • Wi-Fi only (this is the default setting). This means that you won't use your mobile data allowance when watching Kayo
  • Wi-Fi + Cellular.
     

• Video Quality: You can change the quality of your video which will help you control your data usage. Your options are:
  • Auto (will stream according to your internet connection- this is the default setting)
  • Standard Definition (will stream at <1.5mbps)
  • High Definition (will stream at up to 12mbps).