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Frequently Asked Questions.

No matter how comprehensive the information: there are always some questions that can't quite be resolved. We will be very happy to help. However, before you contact us, please check the list of FAQs below. You can filter the different topics to help you find the answer for your concern more quickly. If your question is not answered here, please use our contact form.

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Why can't I log in using my email address and password?

To confirm your registration, you need to click on the link sent to the email address you provided when registering in the Support Portal. This is a security measure intended to prevent any unauthorised use of your email address. If the confirmation email does not appear in your inbox immediately, please check your spam folder. Your login details are case-sensitive, so please make sure you are using the correct upper case and lower case spellings.

An error message appears when I try to register my product. What can I do?

We will be happy to look into the issue for you. Please use our contact form to send us a message, including your item number and serial number. Our Customer Care Centre will then get in touch with you.

How can I connect my appliance to vTuner Internet radio?

First, register your media-compatible Loewe appliance in the Support Portal. Then enter your MAC address in the "Settings" section under the heading "Internet radio". Once you have done this, click on the link under "Internet radio" to go to the portal. You can then manage all your favourite radio channels and play them on your set in future.

When I enter my MAC address, an error message appears saying that I have not entered a valid MAC address. Why is this?

Make sure you have not included any separators in your MAC address (bullet points, etc.). The MAC address has a maximum length of 12 characters and is not case sensitive.

When I click on the Internet radio link, a message tells me that my login has failed. What should I do next?

This could be because the browser cookies for the login have not been transmitted. To make sure, if you see this error message, repeat the process once again. You should then be able to log in to Internet radio.

Why are my selected favourites not synchronising with my TV set?

This could be because you have entered your MAC address incorrectly. Check your MAC address in the product's settings and make any required corrections.

Why are my favourites no longer available after deleting my last or only Loewe Media product and then registering again?

When you delete the last or only Loewe Media appliance for which a MAC address was entered, your account is removed from the vTuner database, including your stored radio favourites.

Where can I find the latest software updates for my Loewe product?

You can find the latest software for your product in Loewe Customer Service. After you register your product, you can download the software in the form of zip files under "Downloads".

Before you download the firmware, you will need to accept our End User Licence Agreement. When the process is complete, you can then unpack the downloaded archive and use the firmware and instructions provided to update your product to the latest status.

I have purchased a second-hand Loewe Media product, but I can't register the MAC address as it is already registered. What can I do?

You can ask the previous owner to remove the appliance and linked MAC address from his or her product list. Alternatively, you can contact the Loewe Customer Care Centre and ask them to release the MAC address manually. To do this, you will simply need to provide proof of ownership - a purchase contract, for example.

What can I do if the answers shown here do not resolve my issue?

Contact our Customer Care Centre using the contact form, email or telephone (email: service.onlineshop@loewe.de, tel.: (09261) 99-550). They will be happy to assist you.

Is there any difference between Art UHD and Connect UHD in terms of released features?

As the Connect with DR+ and the Reference UHD are supplied as standard with Multi and Mobile Recording, these two features are relevant only for the Art and for Connect models without DR+.
With regard to the Bluetooth functionality, there is no difference between the Art and Connect.
For the Multiroom DR+ Streaming feature, the Art and the Connect 32 (without DR+) can serve only as a second television/client, as the main television/master needs an integrated hard disk.
The Archive Extension applies only for the Connect with DR+ and the Reference. In addition to the integrated DR+ archive, the DR+ Feature Disk USB archive provides extra storage space for your films.

Can I connect a Bluetooth touchpad/computer mouse to my television?

It is not possible to use a touchpad or computer mouse to enter information and control your TV set. For performance reasons, the use of a Bluetooth mouse is also not supported. Any Bluetooth devices within range will of course be displayed, but they will be unable to interact with the TV. At the moment, Bluetooth compatibility is provided only for audio streaming (sink) and keyboard entries.

Does the second television/client/slave need an aerial signal as well (DVB content)?

No, only the main television/server/master needs access to DVB content. This applies for both DR+ content and for the live programme via the signal source connection on the tuner.

Do the Multiroom features work via WLAN as well?

The requirements are the same as for DR+ streaming. It depends, of course, on the available bandwidth and data rate of your network connection and home network. As a wired LAN connection offers significantly higher security and reliability for data exchanges in comparison with a wireless connection (WLAN) or an external transmission medium (e.g. power distribution in the household; via DLAN/PowerLan adaptation systems by other manufacturers), wired LAN is always the preferred option.

Can I also stream music from the TV to my mobile phone or headphones via Bluetooth?

No, it is not possible to use a Loewe TV as a source for Bluetooth streaming.

Where can I see which features have already been released?

You can find a summary of all the key information for your TV under "System Settings > Tools > TV features". Click on the "Software" tab to see a list of your activated features.

Which appliances within the system need the Feature Upgrade Stick (server/client)?

In the case of the Bluetooth Music Player and Bluetooth Keyboard, only the television actually playing the content needs the activated Bluetooth feature. Bluetooth is provided as standard in the Loewe Reference, and is available for the Art and Connect after the feature upgrade. For Loewe Multiroom, both the server and client need access to the released features. The Loewe Reference can act as a server/client without the feature upgrade. In an integrated Art and Connect system, both sets need the feature upgrade for Multiroom TV Streaming, Multiroom DVB Radio Streaming and Multiroom DR+ Streaming.

How can I reset my password?

Log in on "My Loewe" and click on "Edit my personal information" in your overview (https://www.loewe.tv/int/my-loewe/your-login-details.html).  You can update all your personal information here and set a new password.

What should I do if I forget my password?

How can I create an account in "My Loewe"?

Go to the "My Loewe" page and click on the "Register now" button (https://www.loewe.tv/nc/int/my-loewe/register-for-customer-access.html). To create an account in "My Loewe", complete the registration form and then activate your account by clicking on the confirmation link sent to your email address.

How do I log in/out?

You can log in under the "My Loewe" menu item using your email address and password. To log out, click on the icon on the top right.

How can I delete my account?

Please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550)

How can I edit my personal information?

Log in on "My Loewe" and click on "Edit my personal information" in your overview (https://www.loewe.tv/int/my-loewe/your-login-details.html).  You can update all your personal information here and set a new password.

Why do I need to register to purchase online?

Registering for "My Loewe" gives you access to a range of benefits. For example, registering your Loewe product within 4 weeks of the purchase date entitles you to a 2-year warranty. (If you do not register your product within this period, it will be covered by the statutory warranty.) Loewe will also send you information about your product as well as our latest offers and marketing promotions. Not forgetting access to free bonus downloads with innovative new features for your product in our Online Shop.
Registered customers also become members of the Loewe community and qualify for special offers in our Online Shop. Finally, your saved account information allows you to place orders more quickly.

How do I place an order?

To purchase the items in your basket, click on the "Proceed to checkout" button in the order overview beside the basket icon. If you have already registered on loewe.tv, you can log in using your email address and password. If you do not already have an account with us, you will need to register first.

To finalise your purchase, enter your billing and shipping addresses, select a service partner, choose a payment method, enter the payment details and click on the "Next" button.

Please check all the information displayed on the order summary page before clicking on the "Order" button to make your payment. After confirming your order, you have only approximately 15 minutes in which you can cancel it in your order history. No changes can be made after this time, so please check carefully to make sure your addresses are correct and that all the items and prices shown meet your requirements.

How can I check the status of my order?

We will send you an email acknowledging receipt of your order and another email when your products have been dispatched. The dispatch confirmation email will include a link which you can use to track the progress of your delivery with our logistics partner GLS. You can also check the status of your delivery in your order history in the "My Loewe" area of our Online Shop. The tracking link will also appear here a few hours after the products have left our warehouse.

Do I need to pay shipping costs?

No. Loewe covers the shipping costs.

Can I change the payment method for my order later?

Once your order has been placed, no change can be made to the payment method.

How do I pay for purchases in the Loewe Online Shop?

You can use the following payment methods: PayPal, credit card (Visa/Mastercard) or SEPA direct debit.

When do I need to pay for my order?

PayPal: after receipt of your order acknowledgement, the invoice amount will be debited directly from your PayPal account.

Credit card: the invoice amount will be debited from your credit card when the goods are dispatched. So please make sure that the remaining limit on your credit card is sufficient to cover the invoice amount during the period between receipt of the order acknowledgement and dispatch of the goods.

SEPA direct debit: the invoice amount will be debited from your account when the goods are dispatched.

What should I do if my delivery is not complete?

Please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550)

My goods haven't arrived, what should I do?

Please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550).

My goods haven't arrived, what should I do?

Please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550)

My goods have arrived damaged, what can I do?

In the case of obvious transport damage, please do not accept the delivery.
If you have already accepted the damaged goods, please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550).

Who will pay the return shipping costs?

If you use the GLS return sticker, Loewe will cover the return transport costs.

How can I return a product?

A cancellation form and a return note including a return label are enclosed with each order. When returning a product, please note the following points:
Please complete the enclosed return note.
TV sets must be sent back to Loewe through your selected dealer/service partner or will be collected by them.
Items other than TV sets can be dropped off at one of the many GLS parcel points.

Can I return software as well?

You can return the Feature Upgrade Stick to Loewe provided the packaging is sealed and undamaged.

How should I pack an item I intend to return?

The product must be packed safely in its original packaging. You should therefore keep the original packaging for the entire cancellation period. Please include any accessories with the returned product. Refer to the enclosed product information form for guidance.

Can I amend an order?

No subsequent amendments can be made after an order has been placed in the Loewe Online Shop. Please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550).

How can I cancel an order?

You have a period of approximately 15 minutes after receiving your order acknowledgement to cancel the order under "My orders" in the "My account" area. The cancellation button will disappear after around 15 minutes and this option will then no longer be available. In this situation, please contact our Customer Care Centre (email: service.onlineshop@loewe.de, tel.: (09261) 99-550).

How long is the warranty period for products purchased directly from Loewe?

The Loewe warranty covers a period of 2 years and is a voluntary manufacturer’s warranty. This warranty does not restrict your statutory rights. The services provided under the 2-year Loewe warranty are therefore complementary and do not replace your rights under consumer protection legislation.

When will I receive my items?

An estimated delivery date is stated in your order acknowledgement. As soon as your order has been shipped, we will send you a dispatch notification email containing a link allowing you to track your delivery.

How do I redeem my voucher?

Loewe vouchers can only be redeemed online. Click on the basket icon on the top right of the page to go to your shopping basket. Enter your voucher code in the "Voucher" field in the order overview and then click on the "Redeem" button.

Why is my voucher code not working?

Please make sure you have reached the minimum order value specified in the voucher conditions. Check the validity period for the voucher promotion as well. If the voucher has already been used, you will not be able to use it a second time.

When will I receive my refund?

Refunds will be issued within 14 days of cancellation using the same payment method as used for your order, provided we have received the returned goods or you have presented proof of dispatch.

Can I exchange a product?

After a product has been ordered, no exchange is possible. However, you can refuse to accept the delivery or return any unwanted goods within the cancellation period and then place a new order.

Can I place my order by telephone?

No, we cannot accept orders placed by telephone.

What emails will I receive about my order?

Order acknowledgement: shortly after placing your order in our Online Shop, you will receive an email acknowledging receipt.
Order dispatched: when your order leaves our warehouse, you will receive a dispatch confirmation email. The email will include a tracking link allowing you to track the status of your consignment.
Order confirmation: this email confirms Loewe's acceptance of your order.
Invoice: this email contains your invoice.
Return confirmation email: we will send you this email to confirm receipt of any items returned from an order. We will then check the returned products for any damage and refund the purchase price within 14 days, provided you have met the requirements of our return conditions.

Technical problems when placing an order

shop.loewe.tv is optimised for use with the latest versions of the most commonly used browsers - Microsoft Internet Explorer Version 7.0 or higher, Mozilla Firefox, Google Chrome and Safari. If you are using Microsoft Internet Explorer 6.0 or T-Online Browser 6.0, it is possible that certain important buttons in the order process may not be displayed and this will then create difficulties when placing an order. For security reasons too, we recommend that you always download the latest browser versions.

Can I amend my billing address or add another address?

No.

Can I amend my shipping address or add another address?

When you place your order in the Online Shop, you can specify a different delivery address to your billing address at any time. You can change this address as required up until the point when you send your order. You also have the option of creating a default shipping address in "My account/My addresses" which will then appear automatically as the delivery address for future orders.

Can I order from outside Germany?

Orders placed must have a billing and shipping address within Germany.

Can orders be delivered to a "Packstation"?

At the moment, we are unable to deliver to "Packstations".

Where can I sign up to or unsubscribe from the newsletter or change the email address it is sent to?

Go to https://www.loewe.tv/de/service/newsletter/newsletteranmeldung.html. You can then sign up for the newsletter easily using your name and email address.

Legal information:

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