Get help with Kayo

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    Managing your Kayo subscription is made simple and easy.

    Important

    Hubbl has replaced Streamotion as the home of Kayo and it’s where you’ll find your account management tools. My Account has transitioned to a Hubbl My Account and you may receive communication from Hubbl about Kayo.

    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.

    Frequently asked questions

    Signing up to Kayo should be simple, however if you’re having issues, there can be a few reasons why.

    Your email address may already be in use, you might have entered an incorrect password, your mobile number may belong to another subscription, or you could be trying to access Kayo outside Australia or through a VPN.

    Visit Why can't I sign up to Kayo? for more information.

    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:

    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

    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.
       

    To 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).

    Your Kayo subscription is a no-lock in contract. If you cancel your subscription, you can continue to enjoy Kayo until the end of your current billing month.

    If you cancel Kayo from your Telstra billing, you may not be able to select this billing payment method again if you reactivate your subscription.

    To cancel Kayo in Hubbl My Account:

    1. Sign in to Hubbl My Account in a web browser.​
      Check their information if you don’t receive an SMS verification code
    2. Choose Edit for the Kayo app
    3. Select Cancel App
    4. You’ll be taken to the Manage Subscriptions screen, where you can select Continue
    5. Ensure that the subscription appears under Removed Subscriptions, then select Confirm
    6. Select Done
    7. You may receive a quick survey on the subscription you cancelled. Select Finish.

    To ensure you’ve cancelled, check the inbox of the email address associated with your account for an email with ‘Order Confirmation’ in the subject line. If you can find it, try your junk or spam folder.​

    Customers with any additional months of an offer that cancel before the end of the offer period will forfeit any unused months of their offer.

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

    • 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.

    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.

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