The E16 error is probably the most common issue GOtv subscribers face, and the good news? You can fix it yourself in less than 5 minutes without spending a kobo on technicians. I’ve pieced this together from GOtv’s self-service tips and user-tested methods, let’s walk through it step by step so you can get back to watching.
What Does E16 Error Actually Mean?
The E16 code typically means your decoder isn’t recognizing an active subscription. This could be due to a delayed activation after payment, the decoder being off during recharge, a temporary glitch in the system, or even trying to access channels outside your package. Signal problems or outdated software can also play a role. Whatever the reason, the solutions below cover the basics and should sort it out quickly.
E16 doesn’t mean your decoder is broken. It’s a service disconnection, not hardware failure. That’s why you can fix it yourself without needing a technician in 99% of cases.
See our full breakdown of GOtv packages and price here.
Before You Start: Quick Checks
Before trying any fix, do these basic checks:
- Is your subscription actually active? Check when you last paid and for which package. If you subscribed to GOtv Max for one month on January 15th, it expires on February 15th. The E16 error on February 16th simply means you need to renew.
- Did you pay the correct amount? GOtv Max costs ₦8,500. If you only paid ₦5,000, you have an outstanding balance. The system won’t activate until you pay the full amount.
- Is your decoder powered ON? This seems obvious, but many people pay for GOtv subscriptions while their decoder is switched off. MultiChoice’s system can’t refresh your access if your decoder isn’t communicating with their satellite.
Method 1: Fix E16 Error via SMS (Fastest Method)
This is the quickest way to clear E16 error if your subscription is active. The entire process takes under 2 minutes.
Step 1: Find your IUC number
Look at the bottom or back of your GOtv decoder. You’ll see a red or orange sticker with numbers. That’s your IUC (Independent User Card) number. It usually looks like: 2003059600 or similar.
Step 2: Open your phone’s messaging app
Any phone works, iPhone, Android, even old Nokia phones. You just need the ability to send SMS.
Step 3: Type this exact message
RESET [space] [Your IUC Number]
Example: RESET 2003059600
Step 4: Send the message to “4688”
Step 5: Wait 2-5 minutes
Keep your decoder powered ON. The system will refresh your decoder’s connection to GOtv’s satellite. Most errors clear within 2-5 minutes, though it can occasionally take up to 10 minutes during peak times.
Important notes:
- Your subscription MUST be active for this to work
- Your decoder MUST be switched ON
- Try during daytime for best results (GOtv recommends this for technical reasons)
- If it doesn’t work after 10 minutes, try again or use another method
One subscriber from Lagos shared: “I’ve used the SMS method at least 20 times over two years. It works 95% of the time. Just make sure your decoder is on and you’ve actually paid.”
Method 2: Fix E16 Error via GOtv Website
If the SMS method doesn’t work or you prefer using a computer, the website method is reliable.
Step 1: Visit GOtv’s official website
Go to: https://www.gotvafrica.com/en-ng/
Step 2: Navigate to Self-Service
Scroll down the homepage and look for “Fix Errors” or “Self-Service” option. Click it.
Step 3: Log in or activate account
- If you’re a returning customer: Enter your Surname/Mobile number and IUC/Smartcard number to log in
- If you’re new or haven’t created an account: Click “Activate Account” and follow the prompts
Step 4: Select E16 Error
Once logged in, you’ll see options for different error types. Select “E16” from the dropdown menu or list.
Step 5: Complete verification
The system will ask you to enter a Captcha code (those squiggly letters/numbers) to verify you’re human. Type what you see.
Step 6: Click “Clear Error” or “Fix Error”
The system will communicate with your decoder. Make sure your decoder is powered ON during this process.
Step 7: Wait for confirmation
You should see a success message on the website. The error typically clears within 2-5 minutes.
Method 3: Fix E16 Error via MyGOtv App
The MyGOtv app is convenient if you have a smartphone and prefer managing everything from your phone.
Step 1: Download MyGOtv app
- Android users: Google Play Store
- iPhone users: Apple App Store, search for “MyGOtv” and download the official app from MultiChoice
Step 2: Open the app and log in
Enter your IUC number, mobile number, or surname (whichever you registered with)
Step 3: Navigate to dashboard
Once logged in, you’ll land on your account dashboard showing your subscription status and balance.
Step 4: Go to Self-Service section
Look for “Self-Service,” “Fix Errors,” or “Clear Error Codes” option in the menu.
Step 5: Select your decoder
If you have multiple decoders registered, choose the one with the E16 error.
Step 6: Choose E16 error clearing option
Tap on the option to clear E16 errors specifically.
Step 7: Confirm and wait
The app will send a command to your decoder. Keep the decoder powered ON. Error should clear within minutes.
The app is particularly useful because you can also check your subscription balance, payment history, and package details, helping you understand why the E16 error appeared in the first place.
Method 4: Fix E16 Error via USSD Code
Don’t have internet? No problem. USSD works on any phone, even without data.
Step 1: Dial *423# on your phone
Step 2: Follow the on-screen prompts
The USSD menu will guide you through options. Look for:
- “Self Service”
- “Fix Errors”
- “Clear E16”
Step 3: Enter your IUC number when prompted
Step 4: Confirm the action
Step 5: Wait for SMS confirmation
You’ll receive a text message confirming the error clearing process has started. Keep your decoder ON for 5-10 minutes.
Alternative USSD code some sources mention: *759# (GOtv-specific code)
Method 5: Call GOtv Customer Care
If all self-service methods fail, calling customer care gets a human to manually clear your error.
GOtv Customer Care Numbers:
- 01-2723232
- 08039003788
- +234 803 904 4688
When you dial, an automated voice will start giving you prompts. DO NOT follow any prompts. Just wait silently. The system will automatically transfer you to a live customer care agent after 30-60 seconds. This saves time compared to navigating their menu system.
When the agent answers:
- Provide your IUC number
- Explain you have an E16 error
- Confirm your subscription is active and paid
- The agent will clear the error from their end
One Lagos subscriber noted: “I was frustrated after SMS didn’t work. Called customer care, waited about 90 seconds to get an agent, gave my IUC number, and they cleared it immediately while I was still on the phone.”
Preventing Future E16 Errors
To avoid this headache next time, set up auto-renewal in the app so payments happen seamlessly. Always recharge with the decoder on, and periodically check your signal strength. If you’re in an area with frequent outages, consider a signal booster.
Real-Life E16 Success Stories
From Chioma in Abuja: “My GOtv showed E16 on Saturday afternoon just before the Arsenal match. I panicked because I paid three days earlier. Then I remembered my decoder was OFF when I paid. Turned it on, sent ‘RESET [my IUC]’ to 4688, and within 3 minutes the error cleared. Caught the match kickoff!”
From Ibrahim in Kano: “I kept getting E16 every month even though I paid on time. Discovered I was always paying while rushing to work with decoder off. Now I turn decoder on FIRST, then pay. Haven’t had E16 in 6 months.”
From Blessing in Lagos: “SMS method didn’t work for me. Used the GOtv website instead. Logged in, selected E16 error, entered the Captcha, clicked Clear Error. Done in 5 minutes. Website method is underrated.”
Now go fix that E16 error and get back to your viewing!
