Using Netflix with a TIM Package

Customers in Brazil can sign up for an eligible TIM Package that includes a Netflix subscription.

Once you've signed up, activate to link your new or existing Netflix account.

Use this article if Netflix is included or was added to your TIM package.

If not, see Netflix Billing through TIM.

How do I activate Netflix?

Choose an option below for steps to link your Netflix account.

Mobile customers (TIM)

Link via activation link or website

Once you've signed up for an eligible package, you will receive an email and/or SMS that contains an activation link.

Click the link or sign in directly to the TIM website.

Note:

If you do not know your TIM login, please contact TIM for assistance.
Follow the prompts to link your existing Netflix account to your TIM package, or create a new Netflix account and link to your TIM package.

Broadband customers (TIM Live)

Link via activation link or website

Once you've signed up for an eligible package, you will receive an email and/or SMS that contains an activation link.

Click the link or sign in directly to the TIM Live website.

Note:

If you do not know your TIM Live login, please contact TIM Live for assistance.
Follow the prompts to link your existing Netflix account to your TIM Live package, or create a new Netflix account and link to your TIM Live package.

If you accidentally linked the wrong account, refer to "I accidentally linked the wrong Netflix account to my package" below.

Note:

If you switched from TIM third-party billing to the package, your account will be automatically activated.

If you previously paid through Apple and have linked your account to a partner package since October 25, 2021, you must also cancel your subscription through Apple. If you do not, you may continue to be charged by Apple.

How can I check if Netflix is included in or added to my package?

Please contact your provider to see if Netflix is included in or was added to your package.

I accidentally linked the wrong Netflix account to my package

Please contact customer service and provide the email address for the Netflix account that is incorrectly linked so that we can help you link the correct Netflix account to your package.

What will happen to my Netflix account if I cancel my package or service?

If you cancel your package or service, one of two things will happen:

If your Netflix account has a valid payment method (credit or debit card, for example) on file, you will continue to stream uninterrupted and we will charge your payment method.
If your Netflix account does not have a valid payment method on file, your account will go on hold. To continue streaming, sign in to your Netflix Account page and add a new payment method.

How do I change my Netflix plan?

The option to change your Netflix plan depends on your package.

Go to netflix.com/account to check if you're eligible, then choose an available plan.
- You cannot downgrade to a plan lower than what is included in your package.
- Plan changes take effect immediately.
- The price difference (based on Netflix retail value) will be reflected on your next bill.
If you don't see the option to change your plan, contact your package provider to check eligibility.
If your plan change is declined by your provider, you may need to contact them to take additional action.

Note:

You must wait 12 hours after changing your plan to make additional plan changes. Your provider determines the plan change eligibility.

Can I activate my package if I have extra members?

If you are the account owner with extra member slots and you want to change your payment method to a partner package, you can link your account as instructed by Netflix and your provider. However, we will cancel your extra member(s) immediately once activation is complete and the extra member(s) will receive an email confirmation.

If you are an extra member, you can create your own account and link to a partner package as instructed by Netflix and your provider. Make sure you use the same email address you use for your extra member account to retain your viewing history and settings. Once complete, we will notify the account owner that you have been removed as an extra member from their account.

What happens to my Netflix gift card or promotional balance when I link my account to this package?

Once you link your account to this package, your gift balance will be held on your Netflix account for future use. If you decide to cancel your package, we will continue to bill your gift card or promotional balance.

Why am I still being charged on my previous payment method?

If you have Netflix as part of a package, you must link your existing Netflix account to stop being charged on your previous payment method.

If you haven’t linked your account, follow the steps above under “How do I activate Netflix?”.
If you linked your account, you may have linked to a different Netflix account or mistyped your email and accidentally created a duplicate account. To resolve this, follow the steps under “I accidentally linked the wrong Netflix account to my package”.

As of October 25, 2021, if you previously paid through Apple and have linked your account to a package with Netflix, you must cancel your Netflix subscription through Apple to avoid future charges from Apple.

I'm having trouble signing in to Netflix

If you don’t remember your Netflix login information, go to netflix.com/loginhelp.

If you see the message “Sorry, we can't find an account with this email address,” it's possible that you accidentally mistyped your email while linking your account. To resolve this, try the following:

If you are signed in to Netflix on a mobile or web browser:
1. Go to your Account.
2. Your Netflix account email is displayed under Membership & Billing.
  - For some accounts, select Security to see your Netflix account email.
3. From here you can Change account email, if necessary.
If you still can't sign in:
1. Sign in to your TIM account (mobile customers) or TIM Live account (broadband customers). Make sure you are signed out of Netflix.
  
  Note:
  
  If you do not know your TIM or TIM Live login, please contact TIM or TIM Live for assistance.
2. Mobile customers (TIM): Select OK.
  Broadband customers (TIM Live): Select Installation code and address > terms and conditions > Continue.
3. You will be directed to a sign in page with your email address pre-populated. You can sign in to your Netflix account from this page, and update your email address if necessary.

Why was my Netflix account canceled?

Your Netflix account may be canceled if:

you cancel or pause
- a package that is linked to a Netflix account
- a Netflix subscription that was added to your package
we did not receive payment from your service provider

If you did not request a cancellation and your service provider account is in good standing, try re-linking your Netflix account using the steps in "How do I activate my package with Netflix?". If those steps do not work, please contact your service provider to check your account status.

Why is my Netflix account on hold?

Your account will go on hold if we do not receive payment from your provider. Please contact your provider to check your account status and ask the following questions:

Is my payment method on the account up to date?
Am I late on a payment?

Resolve the payment issue with your provider to remove the account hold. You will not need to re-link your account to your package.

How do I cancel Netflix?

Please contact TIM customer support to cancel your TIM Black Family plan or TIM Live customer support to cancel your TIM Live plan or your Netflix subscription.

See "What happens to my Netflix account if I cancel my package?" for more information.

How do I contact TIM customer support?

You can contact TIM customer support by dialing *144 on a TIM mobile device or 1056, or TIM Live customer support by dialing 10341. Be sure to tell the TIM agent that you have Netflix through your TIM plan or TIM Live plan.