When playing content from the Video On Demand library, a 15-second or 30-second video advertisement(s) will be shown before the On Demand programme starts. All advertisements will display a countdown to indicate the time remaining on the advertisement(s) and will not be skippable.

To find out more information on Astro GO advertising, please click here.

1. Ensure power cable is connected tightly.

2. Try to use another power socket / power source to eliminate faulty power sockets/ power sources which could cause the issue.

3. If the issue persists, submit your feedback form for further assistance.

- Credit or Debit Cards
- Visa
- Mastercard
- Maybank2U - Pay using your Maybank2U account
- FPX - Pay using any local bank account via FPX
- E-Wallet - Touch "n Go

Please make sure that:

1. You are logging in with the correct registered Astro ID (email or phone number) and password. If you can’t remember your password, please proceed to use the “forget password” function.
2. You have an Astro ID that is linked to an Astro account. (note: NJOI – linked users will not be able to log into Astro GO)
3. Your Astro account is active and not under suspension.

If the above points have been met, you may try some quick solutions below:

1. Clear the cache on your browser or app.
2. Check if you have the latest version of the browser or app.
3. Log out and log back into the browser or app.
4. Relaunch the browser or app.
5. Restart your mobile device.
6. Restart your internet connection.

For customers with the Ultra or Ulti Box, you are required to return only the Astro box along with the Smart/SIM Card. There is no requirement to return the remote control, power cables or satellite dish/outdoor unit (ODU).

For customers on other Boxes, you are required to discard them (and their accompanying devices such as the Smart/SIM Card) only at registered collection centers for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection center near you.

If you already have a WeTV subscription, you are allowed to subscribe to WeTV VIP with the same mobile number via Astro; however, your existing account will continue to run until you manually cancel it. With two active subscriptions with the same mobile number, your subscriptions will be added on top of your existing account and you will be charged twice on two separate accounts.

Yes, you will still be able to access the WeTV app and stream your favourite content outside of Malaysia. However, kindly be informed that this will be subject to content availability in the specific regions.

Please ensure that you are using the correct ID for eKYC submission.

For Malaysians :

1. Please ensure you are using MyKad or MyTentera.

2. Capture the front and back of your ID.

3. Ensure that there is no glare when capturing the photo.

4. Ensure that are capturing it in a bright room to have the highest picture quality.

5. Please do not cover your ID when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

For Malaysian Permanent Resident and Other Nationality :

1. Please use Passport only.

2. Please capture your whole passport, which has your personal information on it and your signature.

3. Ensure that there is no glare when capturing the photo.

4. Please do not cover your ID with your when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

Yes, you can change your subtitle and dubbing for your contents, however, the dubbing may differ from content to content.

Your account number will be used to identify/verify you for all After Sales-Services. You may also use your mobile number/ Astro smart card number/ NRIC number or Astro Box number.

To access these streaming apps, you would need to upgrade to the Ultra or Ulti Box by visiting product.astro.com.my/box. Alternatively, you may also reachus via WhatsApp by typing "Hi

The Viu free trial for Astro customers on the Ultra and Ulti Box has ended as of 8 June 2023. To
continue streaming all your favourite shows on Viu, switch to Viu Premium under the Asian
Favourites selection or subscribe for as low as RM8.40/month (RRP: RM21.90). Please refer to
Q5 to Q9 for more information.

If you would like more information or to provide feedback on Astro Rewards, kindly reach out to us at 03 9543 3838 or visit one of our Astro service centres.

Customers without an Ultra or Ulti Box can still enjoy the HBO Max app on their smart devices (Android/ iOS) or by visiting

https://www.hbomax.com

. To enjoy HBO Max on the Ulti/ Ultra box, customers can upgrade to the Ulti/Ultra box. You can check your eligibility for a free box swap through the following methods:

1. Log in to the My Astro app.
2. Send a WhatsApp message with "Hi" to 03-9543 3838, select "Upgrade," and then select "Box Upgrade."

You can get your TIN from the

MyTax Portal

or visit the nearest IRBM branch.

Here's how you can pay your Astro bill on My Astro:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Accont
4. Select Bills
5. Click 'Pay now' to proceed with payment
6. Choose your payment method
7. Upon successful payment, you will receive a record and your payment history will be updated

💳 Want to manage your Astro bills easily?

📱 Download the My Astro app to:
- View and download bill statements
- Check payment history
- Pay in just a few taps

STEP 1: Try Changing the Channel

Remote LED Indicator Guide:

LED blinks 3 times or doesn't blink at all:
Replace the remote batteries and try again

LED blinks once:
Remote is working fine. Proceed to the next step.

STEP 2: Test Manual Channel Change

Try changing the channel manually directly from the box front panel (If any).
If it's working, you might need to replace your Astro remote, this might be due to a faulty Astro remote.
You can visit the nearest Astro Service Center to replace your remote.

STEP 3: Refresh Box Settings

Manually reload the decoder settings using the front panel of the decoder.
Refer to Refresh Box setting Guide steps here.

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

STEP 1

Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2

Locate the SIM card at the left side and gently pull it out.

STEP 3

Wipe the SIM card's gold chip clean using a dry soft cloth.

STEP 4

Make sure the gold chip is facing down and reinsert it all the way in.

STEP 5

Switch on the power for your box and make sure that the adapter's power light is on.

Please wait for 5 minutes.

STEP 6

Turn on your Ultra Box. You should no longer be experiencing this problem.

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

Please submit the feedback form and ensure the required document is attached for our review.

No, Astro & Broadband only offers a 24-month contract period upon sign up.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

STEP 2

Navigate to Settings.

STEP 3

Navigate to STB Diagnostics and press "OK".

STEP 4

Select General Diagnostics and press "OK".

STEP 5

Details information of General Diagnostics screen will be displayed.

STEP 6

Press down arrow on your remote to get more information.

Yes, your advance payment will be fully refunded if you cancel your subscription before the Astro box installation. Please WhatsApp "Hi" to us at 03-9543 3838. Then select Billing Services, provide your IC number if requested, and choose Refund Request.

The refund process will take approximately 14 days for processing with your issuing bank.

However, if you decide to cancel your subscription after the Astro box installation (during your contract period), a prorated early termination fee will apply.

The following Smart TV models are supported:
a) Samsung TV (2020 models and above) with Tizen OS 4.0+

b) LG TV (2020 models and above) with WebOS 4.0+

c) Android TV (Android 8.0 and above)
Please refer to the complete list of Android TV brands supported by the Astro Smart TV app below:

*Also supported on Google TV, Oppen, CAIXUN, Mecoo

Customers who subscribe to the HBO Max app as an ala carte add‑on via Astro after 1 March 2026 will have direct access to content such as HBO Originals, blockbuster movies, and exclusive series, all available via the app.

Customers on the Astro Smart TV app can stream these two channels (CH549 Love Nature 4K & CH805 Astro Sports UHD) if their TV model supports 4K UHD resolution.

Kindly note that these Sony TV models do not support 4K UHD resolution:
a) Sony BRAVIA 4K GB
b) Sony BRAVIA 4K UR
c) Sony BRAVIA VH

*CH805 Astro Sports UHD is only available to customers with Sports entitlement in their subscribed TV Pack.

Astro customers can subscribe to WeTV VIP via Astro as an add-to-bill service for only RM13.90/month (RRP RM13.90) to enjoy the app on their big screen TV via the Ultra/Ulti Box, wetv.vip or on the go with the WeTV mobile app which is available on Android and iOS devices.

For more details on the WeTV VIP Membership, please refer to Q12 - Q17.

Byond Box (DMT 5)

STEP 1

Switch on the power for your box and make sure that the adapter's power light is on.

STEP 2

Put the box on standby mode.

STEP 3

Press and hold the Home button on the box.

STEP 4

Wait until "boot" appear on the front panel and released.

STEP 5

New Installation Settings page will appear.

Click here for the guides to complete the setup.

Byond Box (DMT 4)

STEP 1

Switch off the power of your box and ensure the adapter�s power light is off.

STEP 2

Switch on the power of your box and ensure the adapter�s power light is on.

STEP 3

Press and hold the Ch+ and Ch- keys on the box simultaneously when the "boot" message appears on the front panel.

STEP 4

Wait until the "Clr" message appears on the front panel, then release the Ch+ and Ch- keys.

STEP 5

New Installation Settings page will appear.

Click here for the guides to complete the setup.

Byond Box (Zapper)

STEP 1

Ensure your box is on standby mode. (Red light on box's front panel).

STEP 2

Press and hold the Standby button. Wait until the LED at front panel change from red to green for 3 times, then release the button.

STEP 3

New Installation Settings page will appear.

Click here for the guides to complete the setup.

Byond Box (New Zapper)

STEP 1

Switch off the power of your box and ensure that the adapter�s power light is off.

STEP 2

Switch on the power of your box and ensure that the adapter's power light is on.

STEP 3

Keep pressing the 'Power' button until the Startup Option screen appears.

STEP 4

Press "369" on the remote control to trigger refresh box setting menu.

STEP 5

Press "OK" to proceed. The box will be refreshed to the original setting.

STEP 6

New Installation Settings page will appear.

Click here for the guides to complete the setup.

Ready to start watching on Astro Go? Simply log in using the Astro ID linked to your Astro account on a supported device. If you haven’t created your Astro ID yet, you can refer to the guide here. Then, follow the step-by-step guide below and you’ll be ready to enjoy Astro Go in no time.

Step 1: Tap on the download link to download Astro Go app on your device.

Step 2: Tap on "Get" or "Install" to download Astro Go app into your device.

Step 3: Upon downloading, launch the app on your homepage and sign in with your Astro ID.

Don’t have an Astro ID? Create one by following these steps.

Step 4: You’re all set! Enjoy a world of entertainment in the palm of your hand.

Supported mobile devices include:

- iPhones and iPads: iOS 16.0 or later.

- Android smartphones and tablets: Android 7.0 or later.

To watch on your computer or laptop, visit astrogo.astro.com.my using your web browser.

You will receive an SMS from us informing you of the receipt of your Astro Box. However, if you wish to track the delivery of your Astro Box, you can use the tracking number available on the consignment note.

You may enquire by submitting a Feedback Form. Please choose the following feedback type and issue:

Feedback type : Payment/Billing
Issue : I want to ask about a refund

OR

Reach out via Astro Official Digital platform i.e. Facebook or Chat. Our agent will assist on your request.

STEP 1

Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2

Locate the SIM card at the left side and gently pull it out.

STEP 3

Wipe the SIM card's gold chip clean using a dry soft cloth.

STEP 4

Make sure the gold chip is facing down and reinsert it all the way in.

STEP 5

Switch on the power for your box and make sure that the adapter's power light is on.

Please wait for 5 minutes.

STEP 6

Turn on your box. You should no longer be experiencing this problem.

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

If your Astro box displays an error message on your TV that says:
- Unable to Play Video (HDCP Failed)
- Your HDMI configuration is preventing the video from being displayed. Please ensure that your HDMI cable is connected to HDCP-capable TV. Please check with your TV manufacturer or qualified technician if your problem persists. (HDCP 2)
- The selected HDMI port on your TV does not support HDCP version required for programme playback. Please check with your TV manufacturer or qualified technician if your problem persists.
HDCP 2.2 support required for 4K UHD and HDCP 1.4 for others (CDE:2)

Error code: HDCP 0, HDCP 1, HDCP 2, CDE:2

Note: To view 4K UHD content on your Ultra Box, your 4K TV must be HDCP 2.2 compliant. If you are using a non-4K TV, it is likely not HDCP 2.2 compliant.

If you are certain your TV is HDCP compliant and the error persists, try the troubleshooting steps below:

STEP 1
Switch off the power of your box and make sure that the adapter’s power light is off.

STEP 2
Unplug the HDMI cable from your TV and plug it back in securely to other available HDMI port.

STEP 3
Switch on the power for your box and make sure that the adapter’s power light is on.
Please wait for 5 minutes.

STEP 4
Turn on your box. Do select the correct TV input.
You should no longer be experiencing this problem.

Please ensure that you are logging in with the correct Astro ID and password. If you cannot remember your password, use the “Forgot Password” option to reset.

If the issue persists, you can submit an enquiry through our feedback form here. Please refer to the steps below:

Step 1: Select Feedback Type: Technical issues
Step 2: Select Issue: I have an enquiry/issue with Apps

Then choose the app you’re having trouble logging into and submit the form.
We will get in touch with you within 48 hours.

Important: To use Astro GO, My Astro, and other partner apps included in your subscription, your Astro ID must be linked to an active Astro subscription. You can refer to the steps here to learn how to link your Astro ID.

Yes, subtitles are available in various languages including English, Malay, Chinese (Simplified & Traditional) etc.

To enable this feature, click on the subtitles selection option at the bottom right corner of the video player, then click on the language you desire.

STEP 1
In the Kids Profile, press the Home button on your remote and the home menu will be displayed.

STEP 2
Navigate to Profile.

STEP 3
The Profile Selection Screen will be displayed.

STEP 4
Choose an Adult Profile.

STEP 5
Switching from a Kids to an Adult Profile will require you to enter a 4-digit PIN.
Please enter your PIN to proceed. If you have not set up your PIN, the default code is 0000.

STEP 6
After entering the PIN, you will be able to enter the Adult Profile.

There are few ways to get for your refund.
Click here for details:

Yes. You can make payment using your credit card via My Astro Portal:

- For One-time payment: All Master/Visa 3D secured debit/credit cards for one-time payment issued by banks in Malaysia

- For Auto-Debit: All Master/Visa/AMEX debit/credit cards issued by banks in Malaysia

Please disregard the reminder if payment had been made and do check if you have any outstanding balance on Astro Quick Pay.

For any NJOI-related information, please visit the NJOI Help & Support page at

https://purchase.njoi.com.my/en-support

Please check if you are streaming on a supported device. Astro GO is only applicable within the supported platforms; mobile devices (phones and tablets) and web browsers.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.

Step 1: Close the "Astro ID Login" tab in your browser, then close your mobile app browser (Safari, Google Chrome, Mozilla Firefox etc).
Step 2: Close the beIN SPORTS CONNECT app on your mobile device.
Step 3 Reopen the beIN SPORTS CONNECT app and try to log in again

If you require any assistance with the app, you may:

1. Visit the WeTV official Facebook Page for more information: WeTV Malaysia - Home | Facebook; or

2. Drop the WeTV team a message via Facebook chat here

If you encounter any issues with your Astro billing and entitlement, you may contact our Customer Service by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or

2. Reaching to us via WhatsApp by typing "Hi"at 03-9543 3838

Yes, we will schedule for the equipment collection after you have discontinued Astro & Broadband services. If equipment is damaged or lost, penalty fee of RM 530 (inclusive of Govt. Tax) will be charged.

You may contact Astro's Contact Centre (03 - 9543 1543) to process the cancellation.

The Mesh WiFi device(s) needs to be returned upon service termination via an arranged pick-up by our installers.

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Settings and press "OK".

STEP 3

Navigate to Installation Settings and press "OK".

STEP 4

Enter your PIN to access this setting. (Default PIN is 0000).

STEP 5

Navigate to Restore Factory Settings and press "OK".

STEP 6

Navigate to Yes, continue and press "OK" to confirm your selection.

Otherwise, navigate to No, go back to maintain the settings.

STEP 7

Please reboot your box.

STEP 8

New Installation Settings screen will appear.

Click here to follow New Installation Settings guide.

Astro X3 offers a curated selection of entertainment and sports content designed to provide a great streaming experience. The availability of certain channels and programmes is subject to content rights and licensing agreements. We are continuously exploring opportunities to expand and align our content offering, with the aim of bringing more channels and content to Astro X3 in the future.

As for radio channels, Astro X3 is designed primarily for digital-first streaming households, focusing on video entertainment content. As such, radio channels are not included within the Astro X3 experience. Customers can continue to enjoy their favourite radio stations through dedicated radio streaming apps, which can be downloaded directly from their device's app store.

Viu Premium members can enjoy ad-free viewing, unlimited downloads for offline viewing, full
HD resolution and priority/exclusive access to content!
As a Viu Premium member, you will be able to enjoy the benefits below:
a. Premium Shows
b. Ad-free viewing
c. Unlimited Downloads
d. Malay Subtitles
e. Watch On TV
f. HD Streaming
g. Exclusive Viu Originals
h. Cast videos from mobile device to TV

Yes, you will need to activate SecureGo again.

1. Open/Download the My Astro app or visit My Astro web.

2. Login with your Astro ID.

3. Go to Manage Subscription.

4. Tap on Fibre plan.

5. Select your preferred speed and tap 'Proceed'.

6. Review order, select agreed and tap on 'Confirm order'.

7. Select 'Approve' to upgrade speed.

8. A confirmation order will be displayed.

Complimentary access to the Sun NXT Lite app is only available to Indian Favourites/Maharaja Pack customers. To get an access to Sun NXT Lite, you must be an existing Astro customer with a subscription to Indian Favourites/Maharaja Pack.