1. About the MyFoxtel app
The MyFoxtel app is a complimentary app that enables customers to arrange remote recordings and manage their My Account details on a mobile device. To explore the MyFoxtel app, see Emulators.
Features
The MyFoxtel app allows customers to:
- change some of their account details
- enrol in Foxtel Rewards
- view and pay bills
- view and change (Upgrade or swap packs of equal value. If a customer wants to downgrade, they will need to call 131 999.) their TV packs
- view and change their broadband and home phone packs
- use the Foxtel TV guide
- change the channel on the Foxtel box
- remote record
- in-app messaging for technical and account support
- support and FAQs
- order Main Event
Read more about specific features in My Account, TV guide, Shop and Support.
Eligibility
All customers with a Foxtel service can use the MyFoxtel app as long as they have a compatible device and an internet connection. To access all the features of the app, customers must log in with their Foxtel ID (for more information, see Overview - My Account).
Availability
The MyFoxtel app can be downloaded from the Google Play and Apple App Stores on mobile devices. Customers can also access many of the same features through My Account on the Foxtel website on a PC (for more information, see Overview - My Account).
Compatible devices
The MyFoxtel app is available on:
- Apple iPad, iPod and iPhone iOS 9.0 and above
- Android devices using 6.0 and above.
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2. Logging in
When customers first open the MyFoxtel app, they'll be presented with a short presentation and optional tutorials about:
- using the TV guide
- the shop section
- the support section
- the my account section
- Touch ID and Face ID.
After their first time log in, the app will keep the customer logged in (this can be changed in the settings). Note: If the app is not used for 2 months, the app will log the customer out automatically and they will need to log back in.
Biometric login
Biometric login technology allows customers to use a fingerprint scanner or facial recognition system instead of entering a login manually. On selected devices, customers can choose to log in and authorise purchases using a biometric login.
Foxtel currently supports the following biometric logins:
- Apple Touch ID
- Apple Face ID
- Android fingerprint
Compatible devices (biometric login)
The following devices support a biometric login technology that is compatible with the MyFoxtel app.
| Platform | Devices |
|---|---|
| Apple iOS |
|
| Android |
Most Android devices running Android 6.0 (Marshmallow) or above support fingerprint ID. |
For instructions on setting up biometric login on Apple and Android devices, see below.
Biometric login on Apple and Android devices
- Log in to the MyFoxtel app using your Foxtel ID.
- Click the My Account icon.
- Select Settings.
- In the APP SETTINGS section, switch Fingerprint, Touch ID or Face ID on so that the switch is coloured orange.
End of procedure.
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3. TV Guide
Customers can view up to 2 weeks of the Foxtel TV guide within the MyFoxtel app. Selecting a program also lets the customer see a description of the program and sometimes a trailer for that program.
Customers can set up favourite channels (to set up a favourite channel, customers must select the channel from the TV guide and tap the heart icon) and apply filters to their TV guide to help them find what they want to watch. The MyFoxtel app will also make content recommendations to the customer.
Reminders and recording
Customers can select a program in the TV guide to set a reminder or organise a recording of that program. Customers also have the option to set a series link to record every episode of a TV show in that season.
Change the channel
Customers can select a program in the TV guide and tap the Change Channel option (next to Record) to conveniently change to that channel on their set top box.
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4. Shop
Within the Shop section of the MyFoxtel app, customers can click on tiles to find out more and purchase Main Events, TV packs, broadband bundles, iQ boxes and accessories. Note: Purchasing Main Events takes place in the app, however, all other items will open a web page within the app for the customer to use.
Main Event
The MyFoxtel app allows customers to purchase Main Event PPVs (Pay Per Views) using their device. This allows customers without an IP-connected STB (Set Top Box) to purchase a PPV without having to call Foxtel. Main Event PPV availability varies depending on the customer's STB, use the below table to determine what On Demands can be ordered.
| Event type | iQ5/iQ4/iQ3 | iQ2 |
|---|---|---|
| Foxtel Store | ||
| Main Event |
Important: Purchases made through the MyFoxtel app will only be available on the customer's primary STB.(The primary STB is the STB tied to the customers package in CORE. This STB is usually the first one installed in the customer's home.)
To guide a customer through ordering a Main Event on the MyFoxtel app, see below.
How to order a Main Event on the MyFoxtel app
Lead the customer through the following instructions:
- Log in to the MyFoxtel app.
- Click the Shop icon at the bottom of the MyFoxtel app.
- Select the Main Events option.
- Select the event that you want to order.
- Click Submit.
End of procedure.
TV packs
Customers can use the TV packs section to:
- view the packs that they subscribe to
- view Foxtel's channel packs
- add new packs to their subscription
- swap packs of equal value.
Broadband
Customers can use the Broadband section to purchase broadband and add to their account.
iQ Box
Customers can view and upgrade their iQ box or purchase additional STB multirooms.
Accessories
Customers can purchase extra remotes.
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5. Foxtel Rewards
Foxtel Rewards is Foxtel's loyalty program that offers customers exclusive benefits that get better the longer they've been with Foxtel. For more information, see Overview - Foxtel Rewards.
Register for Foxtel Rewards
To register for Foxtel Rewards, advise the customer to:
- Click the Foxtel Rewards icon at the bottom of the MyFoxtel app.
- Click Join in.
- A welcome message will display on your screen letting you know what loyalty category you fall under. Click Foxtel Rewards home to view your rewards and get started.
View and redeem Foxtel Rewards benefits
- Click the Foxtel Rewards icon at the bottom of the MyFoxtel app.
- Click on the available rewards to learn more.
- Follow the prompts to redeem the rewards.
Enrolling and un-enrolling in CORE
If a customer is having issues enrolling via the MyFoxtel app, you can enrol them in CORE. If a customer wants to un-enrol from Foxtel Rewards, they cannot do this via self-service and will be required to contact us directly. For more information, see Procedure - enrol or un-enrol a customer in Foxtel Rewards in CORE.
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6. My Account
From the home screen on the MyFoxtel app, customers can click My Account to edit their profile, view and pay bills and view or change their TV and broadband packs.
Profile
Customers can modify their account, contact and login details in the Profile section of the app.
Billing
Customers can view 24 months of their previous bills as PDFs as well as their payment history in the Billing section of the MyFoxtel app. Customers can also:
- make one-click payments
- save credit card details (Credit card details can only be saved after making a payment.)
- set up a direct debit via bank account or credit card.
TV packs
Customers can use the TV packs section to:
- view the packs that they subscribe to
- view Foxtel's channel packs
- add new packs to their subscription
- swap packs of equal value.
Broadband
Customers can use the Broadband section to view their broadband and home phone usage for the month, view details and charges for multiple phone lines and upgrade their broadband package.
Set Top Boxes
Customers can use the Set Top Boxes section to view what STBs (Set Top Boxes) they have and rename their STBs.
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7. Support
The Support section in the MyFoxtel app provides customers with the following topics:
- Troubleshoot (Troubleshoot allows links to search error codes, equipment issues or check the Foxtel network status on the Foxtel website)
- MyAccount help (MyAccount help provides links to Accounts and billing, payments, and to the Moving Home sections of the Foxtel website)
- MyFoxtel FAQs (MyFoxtel FAQs answer the most commonly asked questions about using the MyFoxtel app)
- Search (Search links customers directly to the Foxtel website support section)
- Provide feedback (Provide feedback lets customers fill in a form giving Foxtel feedback on the MyFoxtel app.)
In-app messaging
Customers can also click Message us in the app to start a conversation for support from a Foxtel representative. This service is not a real time conversation like FoxChat on the Foxtel website. Agents will reply ASAP and the customer will receive a notification when they do (customers will only receive a notification if they have notifications turned on the MyFoxtel app settings). For more information view Overview - FoxChat.
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8. Push notifications
Push notifications allow us to send notifications to our customers via the MyFoxtel app even when they are not using the app. MyFoxtel app users will be able to receive push notifications for:
- upcoming credit card expiry (the notification will be sent out on the first day of the expiry month)
- direct debit failure (notification will be sent on the day of the direct debit failure)
- overdue bill (notification will be sent 3 days after the bill due date)
Prompt to turn notifications on
If the customer has their notifications turned off, they will receive a prompt when they access the MyFoxtel app to advise that the app would like to send them notifications. Note: If the customer has notifications turned on already, they will automatically receive push notifications from the MyFoxtel app.
See what this looks like on an iOS or Android device below.
iOS
Android
Turning on notifications in the MyFoxtel app
If the customer wants to turn on notifications in the MyFoxtel app, this can be done in the Settings section of the app.
Turn on notifications on an iOS device
Step the customer through the following instructions:
- Log in to the MyFoxtel app.
- Click the profile icon next to your name in the top right-hand corner of the screen.
- Scroll down to Settings.
- Click Billing Notifications.
- To turn any of the billing notifications on, tap the slider to toggle it to the 'on' position. You will now be sent push notifications from the MyFoxtel app.
Turn on notifications on an Android device
Step the customer through the following instructions:
- Log in to the MyFoxtel app.
- Click the profile icon next to your name in the top right-hand corner of the screen.
- Scroll down to Settings.
- Click Billing Notifications.
- To turn any of the billing notifications on, tap the slider to toggle it to the 'on' position. You will now be sent push notifications from the MyFoxtel app.
- Click Update settings. You will now be sent push notifications from the MyFoxtel app.
Update details
Once the customer has push notifications turned on, they will be able to update their details directly from the notification. Clicking Update details will take the customer to the Billing section of the MyFoxtel app, where they can update the required details.
iOS
Android
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