My download won't play. How do I fix this?

If something you’ve downloaded won’t play, try the following steps:

Check your internet

  1. Check your connection speed
  2. If multiple devices are sharing one Wi-Fi connection, your internet may be slow
  3. If your device is far away from your router, please try moving closer 

Refresh your download

  1. Delete what you are trying to play
  2. Download the content again 

Restart your device

  1. Switch off your device completely. Once it’s shut down, switch it on again.

Update your device

  1. Ensure your device is running on the latest version of the operating system 

Reinstall the app

On Apple devices:

  1. Tap and hold the app icon until it jiggles
  2. Tap the x in the top left corner
  3. Press Delete
  4. Reinstall the app via the Apple App Store

On Android devices:

  1. Tap Play Store
  2. Tap the 3 lines in the top left corner
  3. Tap My Apps
  4. Tap the app you want to uninstall
  5. Tap Uninstall and confirm
  6. Reinstall the app from the Google Play Store

This will ensure you’re using the latest version of Disney+. 

Please note that your Downloads will be removed if the Disney+ app is uninstalled from your device.

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