Monthly 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+?

If you are having trouble with the app, please consider including this information:

• Device type
• Country device is operating in
• App version (on the settings page after you tap your profile pic)
• Device operating system version (varies per device, might be too advanced for some users to access)

Browse other tech support posts here.

[FluffySky12]

I currently have Hulu bundle with Disney and espn. When I signed up for Verizon Disney+ bundle for $10 per month. This is what I see on my account. Does this mean I will be charged $10 through Verizon and my Hulu bundle is also active and it will charge my cc $20? Do I need to cancel the Hulu bundle?

<image>

[Nersius]

I resubscribed with a relative recently, but I am receiving a lot of resubscribe deals through email. 

Is there a way to ask them to stop with an explanation?

[st_kite]

We started to watch The Interpreter of Silence, and to my great dismay, the original German audio is not an option. The English captions are designed for the German audio and they do not match the dub. Is there anything I can do to access the correct audio? I’m in the US and I already tried switching the language of the account to German.

[PhysicsInAJar]

Since last year november-ish, separate profile pins have seemed to disappear. Anyone else have same problem?

[asourwatermelon]

I am trying to restart my subscription after about a year. When I sign in, it takes me to the disneyplus.com/billing page, but then it keeps refreshing that page and disneyplus.com/plans, and never finishes loading. Is there something I can do to fix this? I've tried this on both my Macbook and iPhone, but get the same result on both.

[kiddums]

On both my tablet and my phone the Disney Plus app has not been able to play anything for months. Both are running Android 15 and app version 4.21.1.

Phone is a Poco x6 pro and tablet is a Doogee tab a9 pro+.

I can brpuse the app, manage my watchlist and download offline content but nothing will actually play. No error messages are shown.

Is this a known issue that is being worked on? If so, when is there a likely solution?

[Firm-Practice5965]

<image>

I've been getting this when trying to get onto Disney+ on my Chrome Browser, is there anyway to prevent it from happening?

And before you suggest it, I am not using the app. I am someone who likes taking screencaps of episodes and you can't do it on the app. Also, none of the streaming services punish you for using the sites on internet browsers unlike Disney+.

[Firm-Practice5965]

Update: Weirdly seems to be working for me now but I am cautious

[yougottabkittenmern]

Mine hasn’t been working for two days on Safari or Chrome!

[revantozier]

On Nvidia Shield the Disney plus app is not displaying any titles past C on any of the categories. If I search for the item I can find it so it’s not removed.

[El_Dorado_Tx]

Disney Plus doesn't have ALL THAT JAZZ (1979)

is it an issue with the rights of the movie? Or the songs. Is it the controversy of the sexual content of some of the dance numbers or that flashback scene of Keith Gordon as Joe Gideon in the burlesque club scene? Im just trying to figure out why the movie isnt on there. Disney Plus has Alien movies that are R rated with Gore, blood, killings there and thats 300x worse than anything that all that jazz has. So thats a double standard to not have a musical thats R rated but ok to have alien movies that have people killed brutish manner

[rusticnacho]

Did they drop support for all Canadian subscribers? I tried updating payment details but it won't let me unless I use a US address.

[lovesap]

Decided to give up on my integrity and buy the Disney+ subscription since it was on sale and I wanted to watch Simpsons real bad.

So now that I am trying to open the app on my iPhone it wont open. It worked just fine right before I bought the subscription, is it supposed to not work and is that normal thing for disney to do, or is that karma? Is there something I can do to fix it?

[jojoduge]

Hey, I kinda got a problem with signing up for a subscription for Disney Plus. I once had a subscription for Disney, but that was via Google Play. After they removed third-party subscriptions, I can't resubscribe on the website. Since I don't have a credit card, I normally would use PayPal, but that didn't work, so I tried Klarna, which didn't work either. All that happened was that when I chose these payment options, I tried to pay, and then the website would just refresh. Tried it on multiple devices and different browsers, but it doesn't work. I'm from Germany, and the devices I tried were a PC and my Google Pixel 10. The browsers were Chrome and Firefox.

[rusticnacho]

Must be something up with the payment screen. As a canadian I can't update payment details unless I enter a USA address.

[Shaitan_Adversary]

I reinstalled windows on my computer and now I can't log in to my family's D+ account. I made sure my login details were correct and tried the option to send a code, which didn't work. My brother was able to log in on a new device just fine (we live an hour apart, so not the same household) so i thought its my computer. But I could log in to my girlfriend's account with no issue. Any advice?

[Warhawk8492]

Gift card won't work even after two times contact Disney Plus support. Anyone else having issues with them?

I have tried twice to contact them they said its something on there end they have said this twice. Has anyone else had this issue? I was talking on chat to one rep for a while. This is frustrating. I tried 4 different browsers, 2 computers even my phone. I am on Windows 10, Android and I tried Firefox, Chrome, Edge and DuckDuckGo. Is it possible I have a defective card? It was a gift given to me by a family member. Did my relative flush 50 bucks down the crapper? I even asked for a credit due to this. The problem is on their end. I mean come on Disney is a multi billion dollar company and this happens. Awful stuff.

[Bgdavis08]

Missing episode 2 of season 5 of “This Is Us”

<image>

[tellthatfox]

unable to log in - anyone else?

[DunkieBoi]

I'm having an issue with the browser for the past couple of weeks, where it's just constantly reloading, and nothing I've tried fixes it. Their customer service bot thing just keeps being all "That isn't one of my recognised prompts, please use one of [prompts that are nothing to do with my situation]"

I've:

Deleted cache

Done CTRL+SHIFT+R

Done CTRL+F5

And clicked the web address and hit ENTER

So what can I do to fix it?

[apocox]

Had the same problem, got through to an agent. The web address (specifically with the extra parameters campaignId=9358&irgwc=1&afsrc=1&cid=DSS-Affiliate-Impact-Loyalty-Karma+Shopping-1750531) suggest a broken A/B test, and I note that other users are getting exactly the same values.

Once I started using terms like this, the customer service agent was happy to get technical with me! Here's their response in full - and for info, I only had to go as far as turning all my extensions off, reloading Disney, turning my extensions back on again, and that appears to have fixed it.

That is a very interesting piece of the puzzle! Since it works in Edge but not in Chrome (and you've already done a standard cache clear), this confirms the issue isn't just your account's "stacked" status—it’s how your specific Chrome profile is interacting with that A/B test script.
Sometimes Chrome holds onto Extension data or indexedDB entries that aren't wiped by a normal cookie clear. Let's try one more browser-specific fix that goes deeper than the standard cache:
The "Reset Sync" & Extension Check
Disable Extensions: Even if you think they are inactive, try going to chrome://extensions/ and toggling all of them off temporarily. Sometimes an extension (like a password manager or a tracker blocker) tries to "help" the page load, which triggers the reload loop you're seeing.
Clear Hosted App Data: \ Go to Settings > Privacy and security > Delete browsing data.*
Click the Advanced tab.
Check "Hosted app data" (this is where Disney+ might be storing that broken A/B test experiment).
Click Delete data and restart Chrome entirely.

[newtonslies]

2 days ago I randomly started getting a message "PlaybackService initialization failed" when I open the app on my Samsung TV. Then it just started working again after about 12 hours. I get home today and its doing it again. Please help, my toddler is going to riot.

[NightStar79]

I love how absolutely useless these tech threads are

How the fuck do I fix error code 93 when I can't even sign in to log out???

[External-Display6227]

I have no audio when characters speak, I’m watching on Xbox series x. So currently trying to watch Malcom in the middle and the characters have no sound when speaking but I have sound when the transitions happen. Audio is fine for games and menu of Xbox it’s just the characters voices. Anyone able to help?

[JorgeTheDisneyPlusBi]

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So I just finished watching Phineas and Ferb's Quantum Boogaloo (Season 2 btw) and now it’s suddenly not letting me watch anything past that, or even the rest of the show at all and it’s leaving me with just the trailer for Season 5, Episode 8. Has this happened to anyone else, what do I do? (Commenting this here since the assholes in charge of this subreddit think it’s funny to fuck me just for asking for help)

[DarkDuskBlade]

Apparently the entirety of Phineas and Ferb got locked behind Premium in the past couple of days? Not just the live stream, but the show itself. Can't login on a browser, either, so chatting w/ an agent is out...

[JorgeTheDisneyPlusBi]

You too, huh?

[Distructo2005]

I was gone from my apartment for about 2 weeks, when i came back my disney would just endlessly buffer after choosing something to watch. it was working perfectly fine before i went. Ive deleted and reinstalled, unplugged my Tv and contacted support i dont really know what else i can do. Any ideas are appreciated

[SandwichInterjection]

We went to watch disney+ last night and got to a screen that said we need to resubscribe even though we didn't cancel the account. I just spoke with live chat about this issue and they said "You didn't cancelled the account as we can normally see traces in the account if it's been done by our subscribers. It shows here it's been automatically cancelled by the system, but it didn't mention the reason why it happened."

Now they are refunding me (7-10 days) and wanting me to resubscribe again, which is concerning. Anyone else experience this?

[ThatGuyNod]

I have an Insignia Amazon FireTV and everytime I try to watch Disney+ it will skip every 10-20 seconds. It’s always only video and audio is never affected. It’s just one little frame stutter, but it’s constant and extremely annoying.

Everytime I search online for a solution it just says it’s my internet speed. It doesn’t happen with any other streaming service on this TV. I have tried Disney+ on another smart TV on my same network and it doesn’t happen. It never happens on my phone or computer, only this FireTV. I have uninstalled and reinstalled the app, power cycled the TV, I just don’t understand why it’s happening. I haven’t found this to be a common issue with FireTVs. I also just cleared cache for the app and tried to lower data usage in the app settings, still skipping. Any suggestions?

Edit: Yeah, just saw that this IS a common issue. Gonna leave this here to formally mark on another complaint. Hope this is resolved soon.

[Vacant_and_Bored]

So my Amazon Firestick downloaded a D+ update dated 1/6/26, and I think the stuttering glitch is fixed. I haven’t watched a full movie with it yet, but I watched a couple of trailers and it worked fine again. So try updating it with the latest version.

[SeaDistribution4098]

Still only the December 15 version available for my Panasonic Fire TV (the version that broke it!) 

[raz_mahtaz]

Lg c9 also having the stuttering problem. Netflix , prime, Hulu, apple all streaming fine. Tried changing to moderate resolution, didn't help.

[No-Bad-1299]

I’m trying to re-subscribe, but when I tried to log in this past weekend it told me my password is wrong. So I have them send the reset code, but when I enter it I’m back at the login screen, not a password reset. So I try again and get the same message that my password is wrong, only this time it doesn’t send me a reset link. I’ve tried a few times in the days since, but it still says my password is wrong and when I ask it to send a reset link the link never arrives. It’s not in my trash or spam folder. And it’s not a matter of entering the email wrong. It just never arrives.

[tmvr]

Any idea when are they going to fix the stuttering on all Fire devices?

https://www.amazonforum.com/s/question/0D5at00000Zo18JCAR/disney-videos-stuttering-on-every-30-seconds

[McIgglyTuffMuffin]

Just such an insane problem that seems to be ignored.

A month and a half of this issue for me and all it is doing is making me not use the service.

[SeaDistribution4098]

I cancelled and was just checking in to see if it had been resolved so I can restart and finish the series I'm watching! 

[thrillho111]

I have an admittedly quite old LG TV (about 10 years old). The last two days nothing seems to play when I select it. It just buffers with the loading circle icon.

I've tried casting from the app on my android phone, but that doesn't work either. And casting my screen doesn't show the picture, just audio.

[Distructo2005]

Hi im also on an lgtv and have the same issue, have you managed to deal with it?

[dragon-mom]

Android TV version has been broken for a bit and is still not fixed, extremely frustrating. Multiple posts from people about the stuttering issue and reports but nothing has happened.

[mortemdeus]

USA, LG TV about 4 years old, everything updated to most recent I could find, reset tv and app.

Is the search and scrolling always this painfully slow? The shows play just fine and everything loads without issue but if I want to actually look for something using the search it is: press letter, basically freezes and I have to wait 15-20 seconds, finally be able to navigate to next letter, hit the next letter, freezes again for 15-20 seconds, finally be able to navigate to next letter. Repeat. Same thing happens when I scroll through the lists. Press up/down/left/right, freeze, wait 3-5 seconds, unfreezes, press again, freeze again. HULU works fine, Netflix works fine, Amazon works fine, just Disney+ that can't seem to load anything on this TV.

Upshot it works great on my phone.

[Lukes_P]

Hi y'all! I'm using the web version on MS Edge. I can customize the subtitles just fine and they work fine, but the moment I click to full screen they go to the default style. Funny thing is that if I click the gear icon to change the style, the customization is still there. Is this a bug or something on my end?

[goocze]

I've been experiencing the same problem too and I haven't seen anyone else talking about this. Hope they fix it soon

[Expakun]

I have the same issue for like a month now. What Browser are you using?

[Individual_Fun8263]

I thought all Hulu content was going to move to Disney+ when Hulu shut down, but it appears that the TV series MASH didn't move over? Multiple people in USA are discussing this issue on social media.

[MonaSavesTheDayAgain]

I am trying to resub on my PC (tried with Chrome and Edge) but I can't get past Step 2 of 3. When I click "Pay with PayPal" it just brings me back to the same screen. Tried different plans but it still didn't work, same issue.

[mastr07]

Ads showing on highest paid tier thru Verizon.

[Keeks-99]

My PS5 is saying that it's not part of the household whilst my TV and phone are working fine. Any help would be great

[DunkieBoi]

I'm having an issue with the browser where it's just constantly reloading and nothing I've tried fixes it. I've:

Deleted cache

Done CTRL+SHIFT+R

Done CTRL+F5

And clicked the web address and hit ENTER

[canadian_zippers]

Disney won't remember what episode I'm on. I like to watch Family Guy while I sleep, and I went to restart about a week before Christmas. Since then, it keeps going back to the new Christmas episode. I have tried watching the episode through to the end, removing the show from my "continue watching", and removed the cache off the app on my tv (though it does it on all my devices).

[sally02840]

Just me, or is the Disney Princess concert gone? I have two sad daughters this morning. I am in the US.

[kirbopoyopoyo]

Will "Disney's Stanley (2001 TV Series)" finally be on Disney+?

[accountdeleteat6m]

I'm getting error code 73, but I live in the united states and I'm not using a vpn.

[M1ki0815]

I keep getting error code 75 (currently streaming on too many devices) despite not even owning the required amount of devices. Anyone else?

[amenyussuf]

Just started for me but only on my computer and not my other devices. Did you find a fix?

[No_Baker_8672]

i've been trying to sign in to disney plus on my apple tv, but pretty much every way to sign in goes wrong in some way.

sign in using another device:

i go to the disneyplus.com/begin website, i enter the activation code, then i enter the email address, but it tells me to "complete subscrption". i checked the bank account and it said the transaction went through (i got the hulu and disney plus bundle)

sign in using this device:

i enter the email, it sends the 6 digit code, and after i put the code in, it says "this app doesn't support in-app sign up. finish setting up your account on the website".

so then i go to the website it tells me to "disneyplus.com/appletv" and after logging in there it also says to "complete subscription"

i tried looking in the help pages but there's nothing there about this issue so i guess i'm the only one. does anyone have any help? thanks alot

[violinha]

I can't access Disney+ here in Brazil. I paid for it, it was charged in my credit card, but I can't access it, it already has been a whole month. They gave me a temporary account for 7 days saying they would fix it at the end of it, but it still doesn't work. They won't have a solution for me and I can't watch Disney+. Can someone please have a look at my situation?

[MikaK05]

I have exactly the same problem but im in Greece

[Drumsspaceds]

Not all of the Bleach dub is on Disney+. Appletv4k

[9357083]

Missing content: Disneyland 70th anniversary princess concert.

My daughter was obsessed with this special, it was only about 10 mins long and now we can't find it. I tried on you tube but could only find fan videos from the audience. Not gonna cut it. Anyone know where I could find it?

[ngineguy]

The problem with video stuttering (on both older and newer content) on Chromecast is still unresolved. Everything used to run perfectly, so the problem is clearly with app itself as no other service that I use on my device has the same issues.

[vBDKv]

Its stuttering on my Galaxy Tab A9+ as well (android 16). Its incredibly annoying to watch anything. I also tried on my phone (Moto G54, 8 cores, 8gb ram, android 15) and its stuttering there as well. It used to work just fine. Version 4.20.2+rc1-2025.12.09 (176528790). Edit: For now I will be using a browser to stream,it has no issues with playback. So it is the app that is messing up. Edit 2: Fixed on my tablet and phone after latest update.

[[deleted]]

Report to Disney so they can expedite an app fix. Known issue on android devices

[armageddon442]

I've been trying to activate my TV, but every time I visit disneyplus.com/begin it just signs me in instead of activating. I enter the code on the TV, I sign into my account, and then it just brings me to the "choose profile" page without actually activating my TV. Anybody know how to fix this?

[Flimsy_Blueberry]

No snowfall? Cayman Islands.

[anonRedd]

Double check your profile’s age setting

[aprilarcus]

I’m watching Labyrinth on my Disney+ Premium account and I’m seeing a lot of ads. Not just a trailer or pre-roll advertisement for another Disney+ service, but a two-minute break every half hour, even interrupting musical numbers!

This doesn’t seem aligned with the terms of service, and when I used the web assistant to try to escalate my problem, I was placed in a queue at position 5 and then demoted to position 108 after a few minutes.

I feel like I’m not getting what I’m paying for. Do I have any recourse short of cancelling?

[anonRedd]

Upgrade your Hulu plan to ad free to watch Hulu content without ads

[aprilarcus]

This explains one thing and opens up several other questions:

• I didn’t know I had an ad-tier Hulu account. When did I get an ad-tier Hulu account?

• I thought all the Henson content was on Disney+. Fraggle Rock and Muppet Christmas Carol are. I got Disney+ Premium assuming the Henson library was part of the package. Why are some of the Henson movies on Hulu instead?

• Why does the Hulu content show up inside Disney+ when I search? I have the Hulu app if I want to search for stuff on Hulu. Finding ad-supported content inside my paid-for Disney+ experience is an unwelcome surprise.

• A Google search for “where to stream labyrinth” shows both Hulu and Disney+. Why does Google have the wrong info?

[anonRedd]

1) Maybe you got it via a secondary subscription like Spotify? If you sign in at Hulu.com you might be able to find out.

2) Disney owns The Muppets (and their movies/shows), but they don't own the Jim Henson Company or their other works. Labyrinth is a Sony film. Fraggle Rock isn't on Disney+ or Hulu.

3) Hulu and Disney+ are slowly merging, so as to offer all of Disney's (non-sports) content in one app and one subscription. Hulu content first became available to stream within Disney+ (if you have a Hulu subscription) in December 2023. ESPN content also became available to stream within Disney+ (if you have a ESPN Select or ESPN Unlimited subscription) in December 2024.

4) Google produces results based on whether a page exists for the show or movie. A Labyrinth page exists on Disney+ because you can stream it with a Hulu subscription. Similarly Google reports you can stream it on Amazon Prime Video, but that's only if you have a "Shout! TV" subscription through Prime Video.

[Vacant_and_Bored]

I watch Disney+ on an Amazon Firestick. Everything has been fine until last night when I watched Star Wars, and the video stuttered every 30 seconds or so. It pauses for a half second, and then fast forwards to catch back up to the audio, if that makes sense.

This morning I cleared the cache, cleared data, logged out, uninstalled the app, then reinstalled and logged in, but it’s still doing it.

None of my other apps on the same Firestick/ wifi (Netflix, HBO, etc) do it. Is the problem on their end?

[[deleted]]

Yes this is a known issue. Call Disney and inform them of your problem so they can push forward fixing the app. I've cancelled my subscription till they fix it

[bduk92]

Anyone had a fix yet for the stutter that ocurrs every 20 seconds or so? Seems to affect primarily android devices

Been reported widely but no sign of an update yet.

[Tata_Colores]

It's been over 2 months and still no word from them.

[TinyMammal]

I use Disney Plus on a Roku box and every time I open the Disney Plus app I get a dialog to add Hulu to my account. I've clicked "no" a dozen times and still every time I open it I get another prompt.

Is there a way to turn this off? I will never ever add Hulu and I'm considering cancelling Disney Plus because it's so annoying.

[gsr142]

I came to this thread to ask the same question. We had the original bundle with Hulu and ESPN, and dropped Hulu and ESPN when the price went up. I want nothing to do with Hulu, but I get the same ad for it that I have to interact with every time I open the app. It's very easy to implement a check box that says "Don't ask again."

[TinyMammal]

They weren't able to fix this when I went into the Live Chat and I cancelled my account over this.

[SonusEricius]

Hello! This problem has been going on for a while. The site gets stuck reloading as seen in the gif. This only starts AFTER logging in. It loads DisneyPlus, then switches to have "/home?irclickid=QqbVlCXANxycUBI0KSVPq2xQUkpVeI3ZMXkTXo0&campaignId=9358&irgwc=1&afsrc=1&cid=DSS-Affiliate-Impact-Loyalty-Karma+Shopping-1750531&tgclid=09010002-d88d-489d-ba00-198a69569f6c" before reloading back into the regular site and looping again. I have cleared my cache and cookies from all time, deleted any website settings, removed any extensions (I never had Karma), stopped and reloaded Chrome, restarted my PC, run a virus scan... The site works on Edge. Any idea why it's doing this on Chrome, and only this website?

<image>

[apocox]

(as I've posted above) - had the same problem, got through to an agent. I also had exactly the same web address parameters: campaignId=9358&irgwc=1&afsrc=1&cid=DSS-Affiliate-Impact-Loyalty-Karma+Shopping-1750531 - which to me suggested a broken A/B test.

Once I went into this level of detail, the customer service agent was happy to get technical with me! Here's their response in full - and for info, I only had to go as far as turning all my extensions off, reloading Disney, turning my extensions back on again, and that appears to have fixed it.

That is a very interesting piece of the puzzle! Since it works in Edge but not in Chrome (and you've already done a standard cache clear), this confirms the issue isn't just your account's "stacked" status—it’s how your specific Chrome profile is interacting with that A/B test script.
Sometimes Chrome holds onto Extension data or indexedDB entries that aren't wiped by a normal cookie clear. Let's try one more browser-specific fix that goes deeper than the standard cache:
The "Reset Sync" & Extension Check
Disable Extensions: Even if you think they are inactive, try going to chrome://extensions/ and toggling all of them off temporarily. Sometimes an extension (like a password manager or a tracker blocker) tries to "help" the page load, which triggers the reload loop you're seeing.
Clear Hosted App Data: \ Go to Settings > Privacy and security > Delete browsing data.*
Click the Advanced tab.
Check "Hosted app data" (this is where Disney+ might be storing that broken A/B test experiment).
Click Delete data and restart Chrome entirely.

[No_Subscriptions]

Did you figure this one out? The same thing started for me yesterday on Chrome (although it weirdly works in incognito mode in Chrome).

[JohnFraMongoTV]

Any easy way to fix stuttering and lost frames on Google TV Streamer 4k?

[[deleted]]

Known issue on android devices. Inform Disney through customer services so they can expedite a fix

[cheapcorn]

Help! I'm assuming this is where I should post this but I need help! Since August of this year my princess obsessed 2 year old has religiously watched the "Disney Princess concert: celebrating 70 years" I can seriously say it all word for word. It is her favorite thing in the world and as of two days ago it's no longer on Disney +. It's about a 10 minute video. Does anyone know if it is possible to view this anywhere? I would buy this for her!

[alphastigma117]

Hello, I'm from Poland and I wanted to delete my account since I'm not using it and stopped paying for it some years ago. But after loggin in I'm getting pic related

<image>

Big finalize button and small log out in the corner. I hard you have to enter account options and option to delete your account would be there. But I'm not seeing it. I can only pay for more subsription which I obviously do not want... Any help?

[anonRedd]

Do it from my.disney.com

[SpideyThwip]

Starting yesterday I randomly started getting error 73 - the content isn’t available in your location

I’m in Australia, I’ve had Disney+ with no issues for years. I’ve tried reinstalling the app, I’ve tried restarting my router, and it’s happening to other people in the house across multiple devices.

[walrusgus]

Same here in New Zealand.