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DisneyNow Roku: Frequently Asked Questions

posted on 2017/10/12


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Which Roku devices are supported?

DisneyNOW supports the following Roku devices:

  • Roku 1 - model 2710X
  • Roku 2 - model 2720X, 4210X
  • Roku 2 HD – model 3000X
  • Roku 2 XD – model 3050X
  • Roku 2 XS – model 3100X
  • Roku 3 – model 4200X, 4230X
  • Roku 4 – model 4400X
  • Roku Express – model 3700
  • Roku Express + - model 3710
  • Roku HD – model 2500X
  • Roku LT – models 2400X, 2450X, 2700X
  • Roku Premiere – model 4620
  • Roku Premiere + - model 4630
  • Roku Streaming Stick - model 3400X, 3420X, 3500X
  • Roku TV – model 5000X
  • Roku Ultra – model 4640

How do I use DisneyNOW?

You can use DisneyNOW with a broadband Internet connection and a supported device that's within the United States and U.S. territories.

Additional Features: You'll enjoy all the features of DisneyNOW if Disney Channel, Disney XD and Disney Junior are part of your package from a participating TV provider (and your subscription is in good standing).


What does the key symbol mean?

Some DisneyNOW content has a key symbol. This means you'll be able to "unlock" this and more content if you subscribe to Disney Channel, Disney XD and/or Disney Junior through a participating TV provider. Simply sign in with your username and password for your TV provider.


What if my TV provider is not listed?

Not to worry. We're continually adding new TV providers. Keep checking back to see if your provider has been added.

If you don't subscribe to a participating TV provider, you can still watch a select list of full episodes and clips, and play select games on DisneyNOW. You can also contact your provider and ask them to support DisneyNOW on your device.

If you have additional questions, please use our online feedback form within the DisneyNOW app.


Is there an extra cost to access the features of DisneyNOW?

DisneyNOW is a free service for customers of participating TV providers. If you don't subscribe to a participating TV provider, you can still watch a select list of full episodes and clips, and play games on DisneyNOW.

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Why am I asked to sign into my TV provider?

By signing in to your TV provider, you'll be able to watch more content in the DisneyNOW app.


Who are the participating TV providers? 

Select the key symbol anywhere in the app for a list of participating TV providers in your area.


What if I forgot my TV provider username and/or password?

If you forgot your TV provider username or password, you can retrieve your login info directly from your provider's support site. In most cases, first-time users can also register for a username and password on the provider's site.


Do I use my TV provider account info or my Internet provider account info to sign in?

Please sign in using the login info for your TV provider, not your Internet provider.


How do I activate my Roku device?

Once you choose your TV provider, you'll receive step-by-step instructions to verify your account using any computer or mobile device. Roku will provide a unique 7-character activation code you'll need in the verification process.

Follow the steps below to verify your account:

  1. Go to any computer or mobile device and visit the link provided.
  2. Enter your activation code from your Roku screen into your computer or mobile device.
  3. If activation is successful, you will be re-directed to your TV provider login page.
  4. Login with your TV provider.
  5. If login is successful, a "Congratulations" screen will play and Roku will automatically start.

If the activation code doesn't work, this usually means the code has expired. To receive another activation code, click "Get a new code" and a new one will be automatically generated.


Will I be required to sign in each time?

In most cases there's no need to re-enter your verification info. Some TV providers may require you to re-verify your account after a specific time period.
 


How do I sign out?

1. Go to Options Menu.
2. Select Sign Out.

Please note that if you sign out, you'll have to repeat the activation process the next time you launch the DisneyNOW app.


I'm having audio issues: the audio is not playing or the audio is not synced to the video.

Please follow the steps below to solve your issue:

1. Check to see if you can play audio using another application.
2. Check that your speakers are turned on and aren't muted.
3. Delete and reinstall the DisneyNOW app.

If these steps don't immediately resolve your audio issue, then:

1. Confirm your device meets our minimum system requirements.
2. Restart your device.

If the problem continues, please contact us using our feedback form within the DisneyNOW app.

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Video does not play at all.

Please try the steps below to resolve your issue:

1. Check your Internet download speed (Internet download speeds should be 1.5 Mbps or better).
Note: Your Wi-Fi or cellular signal strength icon does not determine your download speed. There are a number of apps that let you conduct a free “Internet speed test.”
2. Close the app and re-open it.
3. Disconnect other devices that are connected to the Internet.
4. Restart your device as a last resort.

If the problem continues, please contact us using our feedback form within the DisneyNOW app.


Video playback stalls or is choppy.

Playback should not stop or stall under normal situations. Video delivery may be disrupted during periods of high network traffic, poor Internet connections, when too many devices are connected to the Internet at the same time, and when too many applications are open at the same time.

Please try one or all of the following:

1. Check your Internet download speed (Internet download speeds should be 1.5 Mbps or better).
Note: Your Wi-Fi or cellular signal strength icon does not determine your download speed. There are a number of apps that let you conduct a free “Internet speed test.”
2. Close the app and open it again.
3. Drag the video scrubber backward several minutes in the program timeline.
4. Restart your device as a last resort.

If the problem continues, please contact us using our feedback form within the DisneyNOW app.


Can I watch videos using cellular data instead of Wi-Fi?

Yes, you can use cellular data to watch videos on the DisneyNOW app. To improve the video quality, follow these steps:

1. Go to Settings
2. Select Video and Image Quality
3. Choose a desired video quality under Cellular


Is there a Customer Service number I can call?

Yes. For video playback and other technical issues, please call 1-800-205-1911.


Why can’t I find certain Disney episodes or DCOMs that aired on TV?

If you can't find the Disney episode or Disney Channel Original Movie you’re looking for, it’s likely we don't have the rights to share it online at this time.

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I was watching a show or DCOM on the DisneyNOW app, but I can't find it anymore.

That particular episode or Disney Channel Original Movie may no longer be available. Unfortunately for certain content, we only have rights to share it online for a specific period of time.

If you'd like to see this content return at a later date, please contact us using our feedback form within the DisneyNOW app.


When do new episodes get added to the app?

New episodes are added all the time. If you subscribe to one of our participating TV providers, you'll able to watch full episodes the day after they broadcast.


Can I continue playing a full episode from where I left off?

Yes, if you’re on the same device, the app will automatically remember where you left off and allow you to continue the video you were watching.


Is closed captioning available?

Closed captioning is available for all video-on-demand (VOD) full episodes and live TV streaming (On Now). Click on the “CC” logo to turn closed captioning on or off.

For any issues regarding closed captioning, the best way to contact us is through our feedback form within the DisneyNOW app. Alternatively you can contact Han Kim, Disney/ABC Digital Media via email
digitalclosedcaptioning@abcplayersupport.zendesk.com

Please include "Closed Captioning" in the subject of your email.
 

You may also contact us by phone at 800-205-1911 or by mail at

2300 West Riverside Drive
Burbank, CA 91506

Please note that this is for closed captioning inquiries only.


Is the DisneyNOW app available outside the U.S.?

DisneyNOW is only available if you're physically located within the U.S. or a U.S. territory (including Puerto Rico, Guam, Saipan, American Samoa, U.S. Virgin Islands, and Bermuda).


I am serving on a U.S. military base located outside of the U.S. Can I still use the app?

Yes, if you’re physically located on a U.S. military base that happens to be outside the U.S. and you are using a military-operated Internet connection (not a commercial Internet provider), then you'll be able to access DisneyNOW.

If you meet the above requirements but still can't use the service, please contact us using our feedback form within the DisneyNOW app.


Why can’t I view games online or on my connected device?

Games currently are not available online or on connected devices.

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