Netflix says 'Your plan does not support streaming on this device.'

If you get the error code E118 or this message:

Your plan does not support streaming on this device.
Go to Your Account on netflix.com to change your plan.

It usually means your device needs to be updated, or that it doesn't work with ad-supported Netflix plans.

To fix the problem, follow the steps for your device.

TV or TV streaming device

This error happens if an ad-supported plan can't be used with your device.

A small percentage of devices that can play on ad-free Netflix plans can't be used with an ad-supported plan. This is because either the Netflix app or software on the device can't be updated to a version that supports ads.

You can check which Netflix plans your TV or TV-connected device supports.

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

Android phone or tablet

Ad-supported plans are available only devices with Android 7 or later.

Update your Android OS version

  1. Open the Settings app.

  2. Tap System > System update.

  3. Check for and install available updates.

  4. Try Netflix again.

Update the Netflix app

If you're on your Android phone or tablet, open the Netflix page in the Play Store, then tap Update.

You can also update the Netflix app with these steps:

  1. Open the Play Store app. If you don't have it, you might need to fix an issue with the Play Store.

  2. In the Search bar, type "Netflix."

  3. In the list, tap the Netflix app. If you can't find the Netflix app, follow the steps in this article instead.

  4. Tap Update. If you don't see this option, the app is already up to date.

iPhone or iPad

Ad-supported plans are available only on iPhone with iOS 15 or later, or on iPad with iPadOS 15 or later.

Update your iOS version

Follow Apple's steps to update your device to the latest version, then try Netflix again.

Update the Netflix app

  1. Go to the home screen, then tap App Store.

  2. Tap Search, and enter "Netflix".

  3. In the list, find and tap Netflix, then tap Update. You may need to enter your Apple ID password. If you forgot it, follow Apple's steps to reset it.

  4. When the update is done, try Netflix again.

Fire TV/Stick

Check for firmware updates
  1. Using your Fire TV remote, press Home home button.

  2. Select Settings settings menu > My Fire TV > About.

  3. Select Check for system update or Install System Update.

    Note:
    Multiple updates may need to be installed to reach the latest firmware version.
  4. Try Netflix again.

Cable box

This error happens if an ad-supported plan can't be used with your device.

A small percentage of devices that can play on ad-free Netflix plans can't be used with an ad-supported plan. This is because either the Netflix app or software on the device can't be updated to a version that supports ads.

You can check which Netflix plans your TV or TV-connected device supports.

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

Windows computer

If you use a web browser:

Update your web browser

Go to Netflix supported browsers to update your web browser or get a different browser.

Update your Windows version

Use the links below to get steps to check for updates to your version of Windows, then try Netflix again.

Computers using Windows XP or Vista aren't able to update to a version Netflix supports. We recommend using a computer with Windows 10 or later installed.

If you use the Netflix app for Windows:

Update the Netflix app

  1. From the taskbar or the Start menu, click Microsoft Store to open it.

  2. Click More more icon > Downloads and Updates.

  3. To the right of Netflix, click Download download icon.

  4. When the update is finished, try Netflix again.

Update your Windows version

Use the links below to get steps to check for updates to your version of Windows, then try Netflix again.

Computers using Windows XP or Vista aren't able to update to a version Netflix supports. We recommend using a computer with Windows 10 or later installed.

Mac computer

Update your web browser

Go to Netflix supported browsers to update your web browser or get a different browser.

Update your Mac computer

Follow Apple's steps to install updates and upgrades for macOS, then try Netflix again. 

Android TV

Ad-supported plans are available only on TVs with Android 7 or later.

Update your Android OS version

  1. Open the Settings app.

  2. Tap System > System update.

  3. Check for and install available updates.

  4. Try Netflix again.

Update the Netflix app

If you're on your Android phone or tablet, open the Netflix page in the Play Store, then tap Update.

You can also update the Netflix app with these steps:

  1. Open the Play Store app. If you don't have it, you might need to fix an issue with the Play Store.

  2. In the Search bar, type "Netflix."

  3. In the list, tap the Netflix app. If you can't find the Netflix app, follow the steps in this article instead.

  4. Tap Update. If you don't see this option, the app is already up to date.

Blu-ray player

This error happens if an ad-supported plan can't be used with your device.

A small percentage of devices that can play on ad-free Netflix plans can't be used with an ad-supported plan. This is because either the Netflix app or software on the device can't be updated to a version that supports ads.

You can check which Netflix plans your TV or TV-connected device supports.

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

Apple TV

Ad-supported plans are available only on Apple TV HD and later models with tvOS 16.1 or later. Go to Apple's support site to identify your Apple TV model.

Apple TV 2 or Apple TV 3

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

Apple HD (4th generation) or newer

Update the Netflix app

  1. Open the App Store app.

  2. At the top of the screen, select Purchased.

  3. Select Netflix.

  4. If an update is available, select Update. If no update is available, go to the next steps.

  5. Try Netflix again.

Update your Apple TV

  1. Go to the home screen, then select Settings.

  2. Select System > Software Updates > Update Software.

  3. If available, select Download and Install. If you don't see this option your device is already up to date.

  4. Try Netflix again.

Note:
These steps might be different for your model of Apple TV. Go to Apple's support site for steps to update your Apple TV software.

PlayStation 3

Ad-supported plans aren't available on PlayStation 3.

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

VR headset

Ad-supported plans aren't available on VR headsets.

To watch Netflix on this device, you'll need to change to an ad-free plan.
If you prefer to stay on your current plan, you'll need to use a different device.

All other devices

We're looking into this problem. To help us investigate, contact us.

Related Articles