Streaming app entitlement is dependent on the TV Pack you are subscribed to, with some streaming apps available on Astro as an add-to-bill service. Please visit product.astro.com.my/apps to see if you are entitled to your favourite streaming app once it is launched!

Your Astro account number is a 10-digit combination e.g.08XXXXXXXX.

To check your account number, you can do it through My Astro. Here's how:

1. Download the My Astro app or visit My Astro web
2. Login using your Astro ID
3. Go to Account
4. You will be able to see your account number tied to your subscription

Alternatively, you can find your account number on your paper bill or e-bill. You can refer to the top right corner of the bill.

🔄 Want to manage your Astro subscription easily?

📱 Download the My Astro app to:
- Manage your pack subscriptions
- Get add-ons in just minutes
- Get details about your contract

Please contact us through one of our platforms found here or Self-serve by logging in to Astro Self-Service Portal within 3-7 days before moving out and we will sort everything out for you!

Customers who downgraded their package from Astro Broadband Bundle/Astro Fibre Bundle to Astro TV Pack only will be charged 8% Service Tax effective 1^st March 2024 onwards. Any adjustment or proration charges incurred before the downgrade will be calculated based on 8% service tax in the next bill, in line with the latest package downgrade.

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you'll love.

Astro customers with an internet-connected Ultra Box or Ulti Box can access the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website.

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.

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.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

If your My Astro App is still accessible, you may go to Account then scroll down to Support & Settings. Click Submit Your Enquiry to provide your feedback either through the feedback form.

OR

You may submit your feedback here.

The balance will be credited into your account, which will be reflected when you receive your next bill. The balance credit will be used to offset your bill balance.

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.

Zee5 is the only app that has a change in price upon the SST increase. Prices of Netflix, Disney+ , Viu, iQIYI, WeTV and Qalbox will not be affected.

Currently, Maxis, Digi, Celcom, TuneTalk, U-Mobile, Yes, XOX and Webe.

The monthly RM15 rebate (before govt. tax) will be applicable to all on-going Multiroom (Smart TV) subscriptions until further notice. However, in the event of rebate expiry, Astro will notify impacted customers in advance via email or SMS. To update your contact details, please reach out via a feedback form here.

There will be no changes as long as they relate to the Astro Broadband/Fibre services. This includes add-on subscriptions on Mesh WiFi, which remains at 6%.

Yes, you can watch content on up to 4 different devices simultaneously using the same account. You can have 4 logged-in devices and 4 profiles, allowing for 4 concurrent streams.

If you don't currently have an Ultra or Ulti Box, you can upgrade by calling or sending a "Hi" message via WhatsApp to 03-9543 3838. Select your preferred language, then type “2” to upgrade and select “Box upgrade” option. Once your Ultra/Ulti Box is successfully activated, you'll able to access Prime Video app on Astro Box. Activate the app to enjoy the 2 months access. To activate click

https://product.astro.com.my/apps/primevideo

electronic Know-Your-Customer (eKYC) is an online process of identifying and verifying individual customers using electronic means. This enables a person to be an Astro customer anytime and anywhere, hassle-free and helps to secure your Astro account by protecting it from unauthorised usage.

If you accidentally delete your mesh:

1. Login to the Astro Fibre App.
2. Go to Network > click on the plus (+) sign.
3. Enter your serial number (starts with SRXxxxxx).
4. Click OK to add the mesh back.

Yes, another person may register their credit card to your account's auto-debit facility. If you are performing this action via our call centre, the respective card holder is required to be present.

You require at least two devices to form a Mesh WiFi network which are Astro Fibre WiFi router and a Mesh WiFi unit.

The Mesh unit will link to the WiFi router to form the Mesh WiFi network. You may connect up to 5 Mesh WiFi units for optimal WiFi coverage in your home.

No, SecureGo can only be tied to 1 device per Astro ID.

Customers who have activated the trial will be notified before it expires. They can choose to continue by subscribing at a price that will be disclosed later. If they are not interested, the trial will automatically expire after 2 months with no action required from them. Your Prime Video access will auto-expire, and you won’t be charged. However, please visit

https://product.astro.com.my/apps/primevideo

to stay updated on Prime Video.

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

If you encounter this message while using the Astro app on your Smart TV, please follow the steps below:

1. Update Your Smart TV Software

• Ensure your Smart TV is running the latest software or firmware version.
• Check for available updates in your TV's Settings menu and install them if available.

2. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro Smart TV app again and test the playback.

3. Clear the Astro App Cache

• Clear the application cache on your Smart TV.
• Once completed, reopen the Astro app and check if the issue persists.

4. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install the latest version from your TV's app store.
• Open the app and test the playback again.

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

• Astro ID use
• Smart TV model
• OS version
• Type of internet connection (Wi‑Fi or LAN)
• Screenshot/photo of the error message

This will help our support team investigate and assist you further.

Yes, anyone can create an Astro ID. However, only the Astro account owner can link it to their Astro ID. If you are not the account owner, you will need their permission to complete the linking process.

There will be no changes to your HBO Max app subscription. You can continue accessing the app as usual. 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.

IRBM is introducing e-invoicing to make tax processes more manageable and efficient for both businesses and the government. This enables a better and smoother customer experience.

No. An Astro-billed Disney+ subscription cannot be transferred to a Disney+-billed subscription.

If you choose to subscribe directly with Disney+, your subscription and billing will be managed by Disney+. We recommend reviewing your current Disney+ subscription arrangement before signing up to ensure it best meets your needs.

Please note that subscribing directly through Disney+ while maintaining an active Astro-billed Disney+ subscription may result in you having multiple Disney+ subscriptions and being charged separately for each subscription.

- 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 contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your card information from being misused in fraudulent transactions.

Starting 12 December 2023, Astro Smart TV app customers can enjoy two 4K Ultra HD (4K UHD) channels, namely CH549 Love Nature 4K and CH805 Astro Sports UHD.

“Love Nature 4K” is available to all customers regardless of their subscribed TV Pack. It celebrates the complexity of life on earth, presenting nature stories in stunning detail and colours.

Additionally, “Astro Sports UHD” is only available to customers with Sports entitlement in their subscribed TV Pack. This channel showcases a variety of sporting events, selected to appeal to the Malaysian viewing audience.

Yes, there will be a selection of titles available with Video On Demand (VOD) rights. Please note that VOD availability for movies is subject to content rights.

You may still be using an older version of the Astro GO. To resolve this issue, please go to your respective app store and update your Astro GO app.

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

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

You can recover your Netflix login here or at astro.com.my/Netflix

Step 1: Head to astro.com.my/Netflix

Step 2: At the FAQ section look for "How to recover my Netflix login email and password

Please rest assured that streamingapps labelled with "coming soon"

will be available on Astro in the near future.Please visit product.astro.com.my/appsfor more information on the streaming apps available on Astro or follow oursocial media to get notified on latest launches.

Facebook: @Astro
Instagram: @astromalaysia
Twitter: @astroonline

Kindly take note that streaming apps labelled with “coming soon” will be made available on Astro once they areready. Astro reserves the right to delay or cancel streaming app launches, ifnecessary.

By changing from a 12-months commitment period to 24-months, there will not be any cancellation fee applicable. You will start a new contract with 24-months commitment and receive the corresponding discount for that duration.

Refund can only be made by the registered Astro account holders.

However, if you would like to request refunds on behalf of the account holder, you may do so by providing the supporting documents (e.g.: authorization letter, death certificate, 3rd party NRIC copy).

Astro sends regular payment reminders to customers via SMS until their current charges have been paid. However, we encourage customers to pay their bill as soon as possible to avoid disconnection of Astro service. Please reach out to us here if you require more information about payment reminders or to change your contact details.

You can subscribe to the Astro X3 packs through the following channels:

i. Customer Support: Astro Customer Service, Sales Representatives, or visit Astro Stores for assistance.
ii. WhatsApp: Reach out to our sales agent by sending “Hi” to 03-95433838, select Sign Up, and Connect to Agent.
iii. Astro Official Website: Visit https://product.astro.com.my/tv , choose the Astro X3 packs, and complete the sign-up to start streaming instantly.

In support of the environment, customers are encouraged to opt for bill statements delivered for free via email or SMS for better savings as the Paper Bill Charge will be revised from RM7.00 to RM10.00 per bill/month, starting 1st August 2022. The Paper Bill Charge will be waived for customers who opt for e-Billing as their preferred bill delivery method.