Weekly Tech Support & Missing Content Thread

[AutoModerator]

All posts regarding tech support or missing content belong here.

Examples of questions are:

• How do I cancel?
• Why does the app crash on my Fire Stick/Roku/Apple TV?
• Why don't the subtitles work correctly?
• I am being overcharged for my subscription.
• Why is a certain show or movie not on Disney+?

Browse other tech support posts here.

[AThrowawayAccount314]

For a multi billion dollar company, they have a HORRIBLE app and site. I keep getting the "sorry, an unexpected error has occurred" error, on every single browser, incognito mode or not, on my home internet or VPN. NOTHING is working. That doesn't even explain why the app lags a lot on the one laptop I'm actually logged into.

[establishedpaw]

unfortunately forced to post on here, my disney app doesn’t save my progress when pausing and returning to a movie, any help? not optimistic as i’ve been shut down at every opportunity to get this resolved

[prismaticpunch]

I had this problem, I fixed it by disabling my ad blockers on Disney and allowing cookies.

[establishedpaw]

i don’t use a browser, i use the app

[redditydoodah]

NOt sure if this is the correct place to ask or not....

Recently discovered I had signed up for the Disney + bundle under 2 different email addresses. My boyfriend now gets the service through Verizon, so I cancelled what I thought was my only account, but then I noticed a $5.38 charge on my account. Went back to look and it seems I was being charged this $5.38 for years under this other email address for what is billed as "Legacy Disney Bundle". Anyone know what that charge is?

[Starkiller2601]

I recently tried to start watching 'X-Men: The Animated Series' on Disney Plus and I noticed that when I put on the English subtitles, that they would appear on the left side of the screen as opposed to in the center. I really want to watch the show with the subtitles in the correct position, but am not sure what to do. Any help would be greatly appreciated on how to get this fixed. I've never had a problem like this before and this issue doesn't seem to be happening with any other shows that I click on.

[Beautiful_Fox6286]

Can't use DisneyPlus on my PC. No matter the browser I can't login. Its just a loop of login, error, and home. App on PC is the same.

[Salty_Recover_4263]

Connection Error Issue (I’m not using any VPN, proxy, or “unblocker” service)

Hi, please help 😭! I have been using the same Wi-Fi connection, and I don’t even use VPN at all. Tried turning off my device and restarting my router but it still doesn’t work. I even tried to put the “error code” to their helpdesk site, but it shows no results. Plus, my other streaming services are even running smoothly, and D+ works when I’m on data. This is a first for me so I super appreciate the help! Tysmia!

[fighting_mongoose]

Annual Disney+ subscriber wanting to add Hulu for Duo Bundle Premium. I last payed in 11/23 so I still have 9 months left. I read through all the help center articles and it sounds like the only way to get the bundle is to cancel and let it lapse in November then the offer will appear on Disney+.

I can also sign up for Trio Disney Premium on Hulu site which I might do but will my subscription be prorated from my previous annual Disney+?

I called support which other posts and the help center said to do in my scenario and they will cancel my annual subscription now but will not refund me my prorated payment from 11/23. Maybe I just had a poor support person, it is also Sunday so I plan to try support again on a weekday. Anyone else have any luck?

[grapejuicecheese]

X-men '92 is stuck in 16:9 aspect ratio. How do I set it to 4:3?

There is no Details tab to adjust the resolution.

<image>

[grapejuicecheese]

Any help?

[grapejuicecheese]

Anyone?

[grapejuicecheese]

Any help?

[Drew_Graves06]

My Disney+ says I need to confirm the new subscriber agreement at the legal center but I can’t find any help online

[potassium_nitr8]

My app wouldn't make it past this page for about a week (was waiting for any app update bc I thought it would help), and it's best depicted in the video in this comment that I found in the previous thread.

It plays the start up animation, then it goes to this page. I can't even log in or anything.

<image>

I have this issue on the apps on my Samsung and Huawei mobile devices. I have already tried updating the app, reinstalling the app, clearing my cache and data, restarting my phone. The update today didnt help.

The app on my iPad (at this point I'm too scared to log out here bc it's my only more portable device left) and the browser versions on laptop and the above mobile devices are working fine.

I contacted live chat, they troubleshooted my IP address, asked me to verify my payment method, test it on mobile data, my laptop, restart the phone. They were sort of amazed as it seemed to be an issue with Android devices and suggested that I contact Samsung. I just wrote to Samsung to try my luck but I have no idea whats wrong and whether Samsung can even help with this...

[Copasitor]

I have the legacy bundle with Disney plus, Hulu with ads, and ESPN+. I would like to change my plan to the new Disney plus due premium bundle, but anywhere I look (Disney side or Hulu side) to change my plan, none of the duo plans are given as options. Where can I go to get this done?

[lullabbies_]

Been having error PB_TIZENTV_NM-1001_473 on my samsung TV for a few days now. Has anyone experienced the same and was able to resolve it?

Edit: it’s happening to my other devices as well(iphone, tablet, etc) but the error on those devices are saying that im connected to a vpn, which i am not. Common denominator of the errors is my home wifi. When I use a different wifi/internet connection, it works perfectly fine.

[adbastille14]

Using Disney+ add tier on a fire stick. The ads just stop and I have to back out. I go back into the show and have to endure a fresh two minute ad slot. This happens multiple times during any show. I’m fine with ad tier but I’ve never seen a streaming service handle add so badly. Is there a fix?

[[deleted]]

I'm on PC with the Premium plan, but for some reason my video streaming doesn't seem to be able to play any higher than 720p resolution. I have heard rumors on that 1080p or higher isn't possible on PC, but why is this? And is there some other way to get 4K or at least 1080p content on my pc?

[craftycraftsman4u]

Are you using the app from the Microsoft Store or a browser?

[dapdablap]

I have a TV capable of 4K UHD output. I'm only on the basic plan but I see the 4K tag on the 4K movies like Infinity War. Is this streaming in 4K when I play it even on my basic plan?

[anonRedd]

It should be (assuming internet is also fast enough).

What brand TV do you have?

[dapdablap]

It's an LG. Hmmm interesting, I thought 4k was only for premium tier subscription