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

2. Login with your Astro ID.

3. Go to Pay Bill.

4. Tap on 'Pay now'.

5. Select the amount to be paid and tap on 'Proceed'.

6. Select 'Credit / Debit Card' as the payment method.

7. Fill in the card information.

8. Fill in your contact details, then tap 'PROCEED TO PAY'.

9. Your payment status will be displayed. Tap 'COMPLETE' to close the session.

10. A successful notification will be displayed.

Any purchases via the Astro Smart TV app such as pay-per view, Astro First are subjected to 8% govt. tax.

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 Subtitles and press "OK".

STEP 4

Navigate to your preferred selection and press "OK".

You may cancel your iQIYI subscription in the app by following these steps:
Step 1: Go to Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
Step 4: Click on "Cancel VIP subscription"

To start using Astro Rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

Astro Multiroom is a 2nd Astro subscription that mirrors all the channels on your primary Astro at a discounted monthly fee. You can now enjoy Astro on different TVs in different rooms.

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.

You can use your existing Prime Video account to access Prime Video on the Ultra/Ulti Box however, if you would like to enjoy the Prime Video for 2 months without additional cost, you may register with a new mobile number/email address. Alternatively, you can activate the 2-month access period using the same mobile number or email address associated with your Prime Video account after your current subscription ends, anytime between 24 April 2025 and 23 June 2025.

You will be able to enjoy all the content on the iQIYI app immediately upon successful purchase from the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.

There will be no automatic migration. Customers will continue with their existing Astro plans as usual and may choose to subscribe to Astro X3 separately if they wish.

If band steering is enabled, you do not need to worry about which frequency band that your devices are connected to because the WiFi router will make the assessment and direct each device to appropriate frequency band.

However, it is important to note that quality and signal strength are not guaranteed due to unpredictability given that it is completely up to the connected devices and the WiFi router to intelligently decide on which band to connect.

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

2. Login with your Astro ID.

3. Go to Account.

4. Under Billing, tap on Auto Debit.

5. Tap on 'Remove'.

6. Tap on 'Confirm' to remove the card.

7. Your registered card removed .

Starting 1 March 2026, customers can look forward to three new movies & entertainment channels — Astro Showtime (CH 411), Rock Action (CH 414) and Rock X Stream (CH 415) — each offering a distinct selection of popular films. Additionally, beginning 1 April 2026, another new channel, Astro FAM Time (CH 412), will be available to customers.

1. Astro Showtime (CH 411) - spotlights top titles from Hollywood and beyond
2. Rock Action (CH 414) - delivers non‑stop, action‑packed movies
3. Rock X Stream (CH 415) - brings together the world’s most talked‑about, critically acclaimed, and big‑budget series
4. Astro FAM Time (CH 412) - features family‑friendly favourites and feel‑good entertainment (available from 1st April 2026)

At the same time, Warner Bros. Discovery (WBD) and Astro's partnership model going forward will change how HBO content is accessed on Astro. From 1 March 2026, the HBO Max app will continue to be available to Astro customers as a standalone ala carte subscription, and the following HBO channels will be discontinued on Astro effective 11:59 PM on 28 February 2026:

1. HBO HD (CH 411)
2. Cinemax HD (CH 412)
3. HBO Family (CH 414)
4. HBO Hits (CH 415)

We understand how important this service is to many of our customers. Customers on any Movie bundle packages / Movies add-on / Astro One: Epic Pack who wish to continue enjoying HBO’s content can subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month, with access to HBO Originals, blockbuster movies, and exclusive series. There will be no changes for Astro customers who currently subscribe to HBO Max as an add‑on.

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.

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

If you see the ‘Subscribe to Prime Video’ message on the Prime Video app, it means you have not activated your access through Astro. Please press the Back button on your remote and follow the steps provided here:
https://support.astro.com.my/question/i-have-activated-my-prime-video-access-with-astro-how-do-i-log-in-and-watch-prime-video-on-my-ultra-ulti-box

Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.

We’re sorry to hear that you’ve decided to leave us, and we truly appreciate your time with Astro.

If you wish to proceed with terminating your account, we understand your decision. However, please ensure there is no outstanding balance and that your contract period has ended. You may then contact our Customer Service at 03-9543 3838, from 9:00 AM – 6:00 PM, Monday to Saturday (exl Public Holidays). Our team will assist you with your request.

Kindly follow these simple steps:

1. Press 1 for Account
2. Enter your 10-digit account number
3. Press 5 for Termination

Alternatively, you may submit your request via our Feedback Form.

No, please return your old Astro Fibre modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

Most Astro customers are eligible to use the app, web, Ultra and Ulti boxes. You will only need to login with your Astro ID. Do note that your Astro ID must be linked to your Astro account to use the service. Click "Create now!' on the login page and you will be guided to create an Astro ID if you do not have one.

Download My Astro app or visit the My Astro website.

No. The Sun NXT app subscription is currently only accessible within Malaysia.

For new Astro Fibre customers with the RG21 router, you will be guided to install the Astro Fibre App on your mobile device during the installation of the service. Alternatively, you may refer to the user guide here for self-installation.

• Starting 1 March 2026 - Astro Showtime (CH 411), Rock Action (CH 414), and Rock X Stream (CH 415) will be available to customers
• Starting 1 April 2026 - Astro FAM Time (CH 412) will be available to customers

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis.

Please note that your default pin is 0000 to make any purchases.

*Entitlement is based on subscription package.

No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.

The different light colours on your Astro Ultra Box or Ulti Box informs you on the phase the box is going through.

1. Ultra Box magenta light / Ulti Box purple light - Your box is turned "On".

Press the Home button to launch Video On Demand and stream anytime or press channel number on your remote.

2. Ultra Box / Ulti Box orange light - Your box is on "Standby" mode.

Your box is ready to be turned "On" or leave it in this mode to receive new software updates.

3. Ultra Box / Ulti Box blinking orange light - Your box is booting up.

Please wait a few minutes for the box to start.

4. Ultra Box / Ulti box blinking blue light - Your box is downloading a software update.

Please wait a few minutes for the download to complete.

Yes, you can switch your current Asian Favourites selection to Viu Premium for FREE or purchase
Viu Premium as an add-on to your subscription for as low as RM8.40/month. Please refer to Q5
to Q9 for more information.

Please ensure that your existing Viu Premium account is terminated directly via the Viu mobile
app so you are not billed twice on two separate accounts. You can also reach out to Viu's
Customer Service (refer to Q18) or click on the “Contact Us” tab in the Viu app should you
require further assistance.

E‑Invoicing is a fully digital version of your invoice that is created and shared electronically based on the Inland Revenue Board of Malaysia’s (IRBM) national e‑Invoicing requirement. Instead of using paper or manual documents, everything is processed digitally for a smoother and more secure billing experience.

There are no changes to your charges, but the way your invoice is generated becomes more efficient and in alignment with national tax requirements.

Currently Astro GO is only available in Malaysia. You will not be able to access it if you are overseas.

Yes, however, we do advise keeping your subscription while your Smart TV is being fixed to avoid having to download the app again.

The Astro X3 packs are available to both new and existing Astro customers, making it easier for customers to enjoy a fully digital viewing experience. For existing Astro customers, subscribing to an Astro X3 pack under a 12-month contract will be treated as a new subscription, and a separate account will be created.

To manage this subscription, customers will need to register a new Astro ID using a new email address. This ensures a smooth and seamless self-service experience, with each subscription managed independently.

You will be able to view your new package(s) within 24 hours of subscribing. Please note that if you are an Astro customer subscribing to HD channels, you will have to connect an HDMI cable to your TV before you will be able to enjoy the channels.

Please reach out to the Viu team if you have any enquiries or require assistance with
the app. Their customer support is available from 9:00 am to 6:00 pm, Monday to
Friday (excluding Public Holidays).

You may contact Viu’s customer support team by:
1. Emailing to: e[email protected]; or
2. Call or WhatsApp them at 018 - 9429950 ; or
3. Reaching out to them via Facebook: https://www.facebook.com/ViuMalaysia/

If you would like to contact Astro, you may reach out to our Customer Service Centre by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching out to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

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.

After successfully adding ZEE5 Premium to your bill, follow the simple steps below to stream ZEE5 on your Ultra/Ulti Box:

Step 1: Go to your Astro Home Page and click “ZEE5” under the Apps rail
Step 2: Scan the QR code on screen with your mobile device
Step 3: Log in with an existing ZEE5 ID or sign up for a new account. Then, enter the activation code displayed on your TV screen into the ZEE5 mobile app.
Step 4: Now, enjoy streaming ZEE5 on your Ultra/Ulti Box!
Please ensure that the email address used to log in to the app is the same one used to purchase your ZEE5 premium subscription.

You can opt in to e‑Invoicing via the My Astro website or the My Astro app by following the steps below. Depending on your profile, you may be asked to provide additional details. Please scroll down to review the information required before proceeding.

Via the My Astro website:

1. Log in using your Astro ID.
2. Click Bills, scroll down to e-Invoice, and toggle it on.
3. You may need to enter your information (scroll down for more info) and click Acknowledgement to confirm.

Via the My Astro app:

1. Log in using your Astro ID.
2. Tap your account number or the default profile icon at the top left.
3. Scroll down to the Billing section, select e-Invoice, and turn the toggle on.
4. You may need to enter your information (scroll down for more info) and click Acknowledgement to confirm.

Details you may be required to provide:

The information required depends on your customer profile.

Note: You may obtain your TIN from the MyTax Portal or visitthe nearest IRBM branch

You can cancel your Simply South subscription here. Kindly note that we will not be able to offer a refund if you do decide to leave Simply South app before your subscription ends.

Our customers deserve the best streaming entertainment experience with us and from 9 December 2024, the new Astro One Packs make that possible.

From just RM49.99, these new packs make it simple, flexible and accessible for all Malaysians to stream the content they love on one platform, with up-to 4 concurrencies on Astro GO. Customers can easily make changes to their subscriptions via the My Astro app, including updates to their packs, choosing from up to 11 streaming apps, or switching to different ones, as and when they like.

Customers can choose between:

• The Astro One: Entertainment Pack for a wide range of favourite vernacular entertainment, including the best of Malay, Chinese, Indian, Korean, Horror, Local Live Sports (Liga Malaysia) and international shows enjoyed by Malaysian families.

• A sports-filled fiesta with Astro One: Sports Pack that comes with all our Sports channels, on top of what is on the Entertainment Pack.

• And the Astro One: Epic Pack, an indulgence for those who want it all. Adding on to the Entertainment Pack and Sports Pack, this unrivalled streaming experience will include the best from their favourite streaming apps, all on a single platform.

For more information, visit www.astro.com.my or send us a message on WhatsApp at 03-9543 3838.

There will be no changes to your HBO Max app subscription or your contracted pricing until your current 12‑month contract ends. However, due to Warner Bros. Discovery (WBD) and Astro's partnership model going forward, the HBO HD (CH 411), Cinemax HD (CH 412), HBO Family (CH 414) and HBO Hits (CH 415) channels will cease on Astro at 11:59 PM on 28 February 2026.

After your contract expires, you will no longer be eligible for the same discounted rate or Disney+ combo offer. If you wish to continue watching HBO content, you may subscribe to the HBO Max app as a standalone à‑la‑carte add‑on via Astro from RM24.90 per month.

Yes. You can activate your access anytime between 24 April 2025 – 23 June 2025 to get 2 months access to Prime Video at no additional charge.

Astro introduces the new Ulti Box with a redesigned new interface, Cloud recording feature, enhanced search capabilities and more. Just connect the all new Ulti Box to the Internet and take control of your entertainment and stream up to 100,000 videos on demand, anytime.

The features of the new Ulti Box include:

· New Home Screen -Everything you see is yours

· Discover Video on Demand (VOD) - Discover 100,000 videos, stream anytime, anywhere

· Search - Search for your favorite show or video faster and easier

· Play from Start - Missed the start of the show? Just restart.

· Stop Here, Continue There -Stop on one screen and continue on another device

· Multi-Screen - Stream seamlessly across any device

· Cloud Recording - Record all the programmers you want at the same time

. **Continuous viewing - Enable to continue watching your favorite shows during raining.

We recommend an Internet speed of 10Mbps and above for optimal access to cloud recording, streaming on demand videos and search functions.

Note: ** Except 4K UHD, Astro First and all radio channels

You can add a reminder to pay your bill, on your Google Calendar with one click. Enjoy uninterrupted services, by remembering to pay your bill on time.

By adding a Netflix account to your Astro bill, your Netflix account is already activated. No additional steps for activation are required.

You may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

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 HDMI Audio and press "OK".

STEP 4

Navigate to your preferred selection and press “OK”.

You can activate Disney+ through the following methods:

a. Astro Ultra or Ulti Box

b. My Astro app or web

c. Email

d. WhatsApp

Kindly refer to the steps below to activate:

Option A: Activate on Astro Ultra or Ulti Box

STEP 1

Click on the Disney+ app logo under the Apps rail on your Home page

STEP 2

Scan the QR code or visit the website on screen to activate via Disney's platform

STEP 3

Enter your email address

STEP 4

Enter your mobile number

Only applicable for activation through Mobile

STEP 5

Create your password

STEP 6

Enter your birthday

STEP 7

Click Proceed and log in to start watching Disney+ on your TV screen

Option B: Activate on My Astro app or web

STEP 1

Log in to My Astro app or web

STEP 2

Go to Manage Subscription → Add-ons

STEP 3

Click Activate now under the Disney+ add-on

STEP 4

Confirm the SecureGo request

STEP 5

Click on Proceed to activate via Disney's platform

STEP 6

Enter your email address

STEP 7

Enter your mobile number

Only applicable for activation through Mobile

STEP 8

Create your password

STEP 9

Enter your birthday

STEP 10

Log in to start watching Disney+

Option C: Activate via Email

STEP 1

Click on the Disney+ app icon in the activation email to activate via Disney's platform

STEP 2

Enter your email address

STEP 3

Enter your mobile number

Only applicable for activation through Mobile

STEP 4

Create your password

STEP 5

Enter your birthday

STEP 6

Log in to start watching Disney+

Option D: Activate via WhatsApp

STEP 1

Click on the Disney+ activation link in the WhatsApp activation message to activate via Disney's platform

STEP 2

Enter your email address

STEP 3

Enter your mobile number

Only applicable for activation through Mobile

STEP 4

Create your password

STEP 5

Enter your birthday

STEP 6

Log in to start watching Disney+

For any technical issues, you may visit Astro's Help & Support page then scroll down to 2. Technical Troubleshooting - Ultra Box / Ulti Box

OR

Send Hi to our WhatsApp at 03-9543 3838. Then select Help & Support for assistance.

STEP 1
Check the internet connectivity by run the Test Connection.
Refer Run Test Connection.

STEP 2
Verify the average speedtest based on the Test Connection result.
a. Above 10Mbps - Proceed to STEP 5
b. Less then 10 Mbps - Proceed to STEP 3

Notes: Minimum 10 Mbps internet speed from box requires in order to get a stable connection.

STEP 3
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 4



STEP 4
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 5



STEP 5
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.

There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.

This error indicates that you are streaming on Astro GO while being connected to a VPN. Please close your VPN application and try streaming again.

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