You do not need to request for a reconnection as our system will detect your payment and process it immediately, provided you paid via a real-time payment channel.

Click here for a full list of our payment channels.

Starting 29th April 2025 onwards, the Sun NXT app will be available on the Ultra/Ulti Box for all Astro customers to enjoy on the big screen, web app or/and mobile app.

Your cloud recording space will revert to 200 hours by default. If your current recordings exceed 200 hours, the system will delete the exceeded hours once you have stopped the Astro GO+ subscription starting with the oldest recordings first.

Unfortunately, subtitles and dubbing options are currently not available.

No as the account must be in

‘Active’

status to proceed with the termination.

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

For Residential Astro Pay TV customers: You may change your contract from e.g., 12-month to 24-month without incurring a switching fee or cancellation fee. However, if you change your contract from e.g., 24-month to 12-month, will be charged a cancellation fee accordingly if still within minimum term (contract) period. No switching fee applicable.

There several possible reasons for a faulty SIM card. You may visit Astro's Help & Support page and scroll to 2. Technical Troubleshooting - Ultra Box / Ulti Box to find the scenario that best matches your situation. Then follow the troubleshooting steps provided.

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.

For Platinum Pack and Multiroom Smart TV customers, Astro GO+ is included in your subscription at no extra charge. For customers on other packages, you will be able to add-on Astro GO+ to your subscription for RM 5.99/month.

If you’re facing issues updating your mobile number via My Astro, here’s how you can update your mobile number through your Set Top Box (STB).

• Follow Method A if your box uses a satellite dish (Applicable to all boxes).
• Follow Method B if you are on Ultra or Ulti box that is connected to the internet.
• If your box has both, either method will work.

Method A:

1. Switch on your box and navigate to Channel 105 OR Channel 201 OR Channel 308 OR Channel 802.
2. Press on the red button on your Astro remote control and a QR code will be displayed on your screen.
   
3. Scan the QR code on a mobile device.
4. On the newly opened webpage, please enter your new mobile number.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter the OTP sent to the new mobile number.
   
7. Once the OTP is verified, your mobile number will be updated.
   

Method B:

1. Switch on your box and launch My Astro through the top menu or from the ‘Apps’ section.
2. Once you are in My Astro, press the yellow button on your Astro remote control to visit your ‘Account details’.
   
3. Press the down button to view ‘Personal info’.
   
4. Press the left button and focus on the edit icon for mobile number, press on "OK" to change your contact details.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter your new mobile number.
   
7. Please enter the OTP sent to the new mobile number.
   
8. Once the OTP is verified, your mobile number will be updated.
   

If you’re still unable to update your mobile number, kindly reach out to us via our Feedback Form and a representative from our team will get in touch to assist you soon.

On the beIN SPORTS CONNECT mobile app:
Step 1: Open the "beIN SPORTS CONNECT" app and go to your Profile
Step 2: Select "Sign in with Astro" and log in with your Astro ID
Step 3: Go to "Settings" and select the TV Login option
Step 4: A QR code scanner will appear.

Yes, for customers on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may remain with your current Asian Favourites selection: Chinese, Indian or
Indonesian. If you would like to add Viu Premium to your bundle, you may do so for only
RM8.40/month (RRP: RM21.90). Please reach out to us via WhatsApp by typing “Hi” at 03-9543
3838 to add Viu Premium to your subscription.

Astro customers with the Ultra or Ulti Box can access Prime Video via their Ultra/Ulti Box or stream directly using the Prime Video app. If you have not yet upgraded to Astro’s Ultra/Ulti Box, please reach out to us on WhatsApp by sending “Hi” to 03-9543 3838.

Certain content is limited to selected countries due to copyright restrictions. Hence, you may not be able to view certain movies in your country.

No, the Astro Fibre App is available for Astro Fibre customers with the RG21 and RG31 (launching soon) router.

Please use your Astro ID to log in to the Astro Fibre App. If you do not have an Astro ID, kindly follow the simple steps here to create one.

No, price for Astro customers will remain unchanged. Only the RRP price from iQIYI is changed.

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

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

No. If you are a non-Astro subscriber, you will still be able to create an Astro ID, but access and use of Astro's digital services will be limited. If you are an Astro subscriber, please link your Astro ID to your Astro account number to enjoy exclusive access to all of Astro's digital services.

You can request for a password reset by clicking on "Forgot My Password' at the login page.

When using our One Time Payment (OTP) method, you may register more than one credit card per account. However, a single card account can only be used for a maximum of three accounts for OTP transactions.

When using our auto-debit facility, you can only register one card with Astro. Any subsequent card registrations will override the current one.

If you are currently on the Disney+ Basic plan, your plan will automatically be renamed to Disney+ Standard. You will also be able to stream on up to 2 devices concurrently instead of 1 previously and enjoy unlimited device registrations with no change to your monthly fee.

If you are currently on the Disney+ Premium plan, you will be able to stream on up to 4 devices concurrently instead of 3 previously and enjoy unlimited device registrations with no change to your monthly fee.

For further information and support relating to the Disney+ app experience or app-related features, please visit the Disney+ Help Centre.

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.

There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.

1. Try loading the site on a different device.
   • Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.
   • If the website doesn't load on another device, the problem is either with the network
2. Restart your computer.
   • Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
3. Try loading the site in a different browser.
   • There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.
4. Temporarily disable your antivirus program.
   • Your antivirus software may be interfering with your ability to load certain websites.
   • Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.
5. Reset your modem and router.
   • Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.
6. Check your computer's date and time settings.
   • If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.
   • Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

In the event the problem persists, please provide below details for further escalation:

i. List of websites effected.
ii. Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
iii. Run the Traceroute Test - Please click here for Traceroute Test guideline.
iv. Run the Ping Test - Please click here for Ping Test guideline.

Once you've gathered all the results, kindly send them all through the Feedback Form below.

Quick Info
A Speedtest is a service that provides free analysis of Internet access parameters, such as connection data rate.
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.

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.

All new and existing Astro Pay TV customers can subscribe to ZEE5 Premium for only RM10.80/month by visiting www.astro.com.my/zee5.

Please follow the steps below to subscribe:
Step 1: Go to www.astro.com.my/zee5
Step 2: Log in with your Astro ID
Step 3: Key in your email address and proceed to add ZEE5 to your bill
Step 4: Now, enjoy all your favourite shows on ZEE5!

The payment will take some time to reflect in My Astro app and web account. If you experience any further issues or it is still not reflecting in My Astro, please reach out to us via WhatsApp at 03-9543 3838 for more details.

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

You may switch to E-mail Billing or Paper bills to be notified of your bill and make payment. Kindly note that if you select to have Paper Bills, you will be charged a RM10 fee per bill.

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.

Yes, you can download selected content on the Viu mobile app for offline viewing at a later time
if you are a Viu Premium member. To view all the shows you have downloaded, please click on
the “download (downwards arrow)” button at the Home Page.

There are two ways for you to switch your preferred bill delivery method:

A. Customers can manage their account via the My Astro Portal by following these easy steps:

1. Visit www.astro.com.my
2. Select “My Account”, then select “Manage Account”
3. Log in to My Astro Web using your Astro ID
4. Select “Account”
5. Under “Billing”, click on “Bill Delivery Method”
6. Choose your preferred bill delivery method, then click “Proceed”

B. Customers can also manage their account via Astro’s mobile application, the My Astro app by following these easy steps:

1. Open the “My Astro” app on your smartphone. If you do not have it installed, you may download it here (Google Play Store) or here (IOS App Store)
2. Log in with your Astro ID
3. Select “Account” in the navigation bar
4. Select “Bill Delivery Method”
5. Choose your preferred bill delivery method, then click "Proceed

Your purchase will be reflected on your next monthly Astro bill. For example, if you rented a movie for RM 15.00 for 2 days and your next bill statement is in 2 weeks. RM15.00 will be reflected in your Astro subscription bill in two weeks' time.

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.

If you're facing this kind of suspicious activity on your account, please report it to our customer service immediately at 03-9543 3838.

For customers with the Ultra or Ulti Box, please ensure to provide your latest contact details to our Astro agent during the call to terminate your account, this includes your mobile number and house address. If you still need further help, please contact us at 03-9543 3838.

If your submission was unsuccessful, you can reapply through the My Astro website or app. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process. Alternatively, you can reach out to us via Astro Help & Support for assistance.