Frequently Asked Questions

Quick answers to the questions our team hears most often. If you can't find what you're looking for, send us a message through the contact form at lucytv.ca/contactus and we'll get back to you within one business day.

Getting started

What is Lucy TV?

Lucy TV is a Canadian streaming service offering on-demand movies, television series, live channels, and original programming. We operate from Calgary, Alberta and are available globally on the web and across major connected-TV platforms.

How do I create an account?

Visit lucytv.ca and click "Sign in" in the top-right of any page. You can sign up with your email address or with Google Sign-In. Account creation is free and instant; you can browse the catalogue and start watching ad-supported content without entering any payment information.

Do I need to subscribe to watch anything?

No. A significant portion of our catalogue is available on the free ad-supported tier. Premium and rental titles require a paid subscription or one-time purchase. Look for the price chip in the top corner of each title's poster to know which tier it's on before you click Play.

Subscriptions and billing

What subscription plans are available?

We currently offer monthly and annual premium subscriptions billed in Canadian dollars, US dollars, or select regional currencies. The premium tier removes all advertisements and unlocks the full catalogue. Exact pricing for your region is shown on the Plans & Offers page when you sign in.

How am I charged?

All payments are processed by Stripe (for CAD/USD transactions) or Chapa (for select regional currencies). We do not store your payment card details on our servers — only a tokenized reference used to charge the next renewal cycle. You can update your payment method or change plans at any time from Settings > Subscription.

Can I cancel any time?

Yes. Cancellation is one click in Settings > Subscription > Cancel. Your access continues through the end of the current paid period, after which you revert to the free ad-supported tier. We do not lock you in and we don't make cancellation difficult.

Do you offer refunds?

Subscription charges are non-refundable except where required by applicable law. If you believe you were charged in error, contact us within 14 days through the in-app contact form and our team will review your case.

What about gift codes and promo codes?

Lucy TV supports gift code redemption for premium subscriptions. If you received a code, go to Settings > Subscriptions > Have a gift code? and enter it. Codes apply instantly and extend your existing subscription or activate a new one depending on your account state.

Profiles and family use

How many profiles can my household have?

Up to five profiles per account. Each profile has its own watchlist, viewing history, recommendations, and parental settings. Switch profiles from the avatar menu in the top-right of any page.

Is there a Kids profile?

Yes. When creating a profile, toggle the Kids flag. Kids profiles automatically filter the catalogue to age-appropriate content and hide the option to switch out of Kids mode without a parental PIN.

Can I set a parental PIN on my own profile?

Yes. Go to Settings > Profile > Parental PINand set a four-digit code. The PIN is required to access mature content and to make any change to billing.

Devices and apps

What devices does Lucy TV support?

Lucy TV is available on the web at lucytv.ca and as a native app on Android phones and tablets, iPhone and iPad, Android TV, Apple TV, Amazon Fire TV, Samsung Smart TV, and LG Smart TV.

How many devices can I use at once?

Standard subscriptions allow up to two simultaneous streams from a single account. Premium subscriptions allow four. You can pair an unlimited number of devices to your account, but only the allowed number can stream at the same time.

Can I cast to my TV?

Yes — both Google Cast (Chromecast and Google TV) and AirPlay are supported from the web player on supported browsers. Look for the Cast icon in the player chrome.

Can I download titles to watch offline?

Offline downloads are supported in our mobile apps for subscribed users. Look for the download icon on each title's details page within the app. Downloads are not available in the web browser due to copyright restrictions.

Playback and quality

What video quality do you stream at?

Lucy TV streams adaptive HLS up to 1080p (Full HD) on supported content. The player automatically adjusts quality based on your connection speed and device capability. You can lock the quality manually from the settings menu in the player.

Are subtitles or audio tracks available?

Most titles include subtitle tracks and many include multiple audio tracks. Open the Subtitles or Audio menu in the player chrome to select your preference.

Can I skip the intro or recap?

On supported titles, a "Skip Intro" button appears in the bottom-right of the player at the relevant timestamp. You can enable automatic skipping in Settings > Playback preferences.

Advertising

Why am I seeing ads?

Free-tier viewers see pre-roll, mid-roll, and occasional post-roll video advertisements served via Google Ad Manager. Premium subscribers see no advertisements at all. To switch to premium and remove ads, go to Settings > Plans & Offers.

How do you choose which ads I see?

Ad selection is handled by Google Ad Manager based on standard signals like device type, approximate location, and the content you're about to watch. We do not provide advertisers with your name, email, or viewing history. See our Privacy Policy for full details.

Account security

I forgot my password. What do I do?

On the sign-in screen, click "Forgot password?" and we'll email you a reset link. The link is valid for one hour. If you don't see the email, check your spam folder and verify the email address on your account.

How do I sign out of a device I no longer have access to?

Go to Settings > My Devices to see every device currently signed in to your account and revoke any individual device or all devices at once.

How do I delete my account?

We honour deletion requests for any active account. Send a request from the email address on file to info@icanfilm.com with the subject "Delete my account". We will confirm deletion within seven days and remove your personal information from our active systems within 90 days, subject to legally required retention periods for billing records.

Still need help?

Send us a message through the contact form at lucytv.ca/contactus. Our team is based in Calgary and responds during business hours (Mountain Time).