How can we help you today?

StarHub TV+ Smart TV FAQ

General


1
What is StarHub TV+?

StarHub TV+ is an all-in-one simplified offering with your favourite streaming services, apps and TV programmes through a single platform.


2
Where is StarHub TV+ available?

Currently, StarHub TV+ is available in Singapore only. You will not be able to access it if you are overseas.


3
How can I watch on StarHub TV+?

You can watch shows on StarHub TV+ using the following:


• Android TV via the StarHub TV+ Smart TV app that can be downloaded from Google Play Store.

• Mobile phone or tablet via the StarHub TV+ app that can be downloaded from the App Store or Google Play Store.

• PC web browser via www.starhubtvplus.com

• StarHub TV+ Box


4
What devices can I use to stream content on StarHub TV+?

StarHub TV+ is available on compatible internet-enabled devices.


Compatible devices include:

1. Android TV

• Android TV OS 10 or later

2. StarHub Streaming Box

• Android TV OS 10 or later

3. iOS devices - Support devices running iOS 11 or later. Jailbroken devices are NOT supported.

4. Android devices - Support devices running Android 5.1 or later. Rooted devices are NOT supported.

5. PC and MAC Internet browsers (latest 3 stable versions)

• Chrome

• Firefox

• Microsoft Edge (Chromium)

• Safari


Note: StarHub TV+ is not supported on mobile web browsers and Apple TV.


5
How do I start watching on StarHub TV+?

You will need a Hub iD and a subscription to our TV+ packs in order to start watching on StarHub TV+. As soon as you have these, you're good to go.


To register for a Hub iD, you will need:

• A valid email address

• An alphanumeric password of at least 8 characters

• Mobile number


View more FAQ with regards to Hub iD.


Getting started with StarHub TV+ Smart TV App


1
How do I install StarHub TV+ Smart TV app on my smart TV?

Check with the manufacturer if your TV is an Android TV with OS 10 or later and download the StarHub TV+ app from Google Play.


2
How do I log in and set up for the first time on this StarHub TV+ Smart TV app?

Step 1: Select language.


Step 2: Log in with QR Code or Onscreen Keyboard.

Step 2a: Select QR code pairing instruction and Login with QR Code.

You may log in using your StarHub TV+ app with your Hub iD. You will need to have a Hub iD to log in to the StarHub TV+ Smart TV app. To sign up for a Hub iD or reset your Hub iD/password, please visit this link.

1. Log in to your StarHub TV+ app on your mobile device with your Hub iD and password.

2. Go to "More" > "Pair with your TV".

3. Allow the StarHub TV+ app to access your phone camera (for the first time).

4. Scan the QR code shown on the TV screen.

GettingStartedSmartTV_4

Step 2b: Login with Hub iD with the onscreen keyboard.

GettingStartedSmartTV_2b

Enter your Hub iD and Password to log in with onscreen keyboard.


Step 3: Screen Calibration.

GettingStartedSmartTV_3

Select the screen calibration selection to adjust the display.


Step 4: Home Screen loaded.

GettingStartedSmartTV_4b


3
How do I reset my password on StarHub TV+ Smart TV App?

If you forgot your password, simply tap/click on the "Forgot your Hub iD or Password" link on the app/website's login page and follow the instructions.


4
I am unable to log in on the StarHub TV+ Smart TV app to access my subscription. What should I do?

Please ensure that your StarHub TV+ Smart TV app software is up to date.

Access Google Play and search for StarHub TV+ Smart TV app. Select "Update" if it is available.

If you can log in to the StarHub TV+ Smart TV app, but are unable to do so with the same Hub iD and password, you can reach us on Facebook or WhatsApp or Email. If you have forgotten your Hub iD or password, you can reset it any time on this page.

StarHub TV+ Smart TV App Features


1
Why is the StarHub TV+ Smart TV App User Interface different from the current one on StarHub TV+ box?

StarHub introduced a new User Interface in StarHub TV+ Smart TV app to bring a new user experience to the Smart TV platform.


New: StarHub TV+ Smart TV App Home Menu


Existing: StarHub TV+ box Home Menu


2
How do I navigate the new User Interface?

The User Interface can be navigated primarily using the D-Pad (Up/Down/Left/Right) on the TV remote control and the OK button for selection or confirmation. The selected item will be highlighted in green.


The Main Menu is organized into the following main sections for easy navigation:

• Home

• Guide

• On Demand

• Apps & Games

• My Subscriptions


The Top Menu has the following functions

• Search (Google Voice Search and Keyboard Search)

• Settings


3
How do I start to view Live TV channels?

Simply navigate to "Guide" on the Main Menu and select a channel to start viewing. You may also use your remote control to enter the 3-digit channel number directly on the Home Screen.


4
How can I switch the new Picture-in-Picture feature to full screen video?

You can either press back button in the TV Remote control or scroll to the bottom of the Home menu to switch to the full screen video.


5
How do I resume my last watched programme(s)?

You can find your last watched programme(s) under the "Continue Watching" rail on the Home screen. Select the programme you wish to watch.


6
How do I add a favourite channel?

Step 1: Go to "Guide" and select the TV channel you wish to add.

Step 2: Select "Mark channel as favourite" and press "OK". Your favourite channels will appear under the "Favourite Channels" rail on the Home screen.


7
How do I add a TV Show or Movie to my Watchlist?

Step 1: Select the TV Show or Movie you wish to add to your Watchlist.

Step 2: Select "Add to my list" and press "OK". Your Watchlist will appear under the "Watchlist" rail on the Home screen.


8
What is the Time-Shift TV feature about?

Instead of a recording function, the Time-Shift TV allows you to navigate through the TV Guide to watch programmes that have aired in the last 24 hours. If you have tuned in to a programme in the middle of its airing, you will also be able to "Start Over" from the beginning. It’s better than taking the trouble to personally record your shows!


Please note that Time-Shift TV is available only for selected channels. For the list of channels, please visit this link.


9
How do I use the Time-Shift TV feature?

Step 1: Go to "Guide" and select a Time-Shift TV channel. Time-Shift TV channels are denoted with the icon. For more information on Time-Shift TV and the channels available, please click here.

Step 2: Press the Left arrow button to scroll through the programmes that have aired within the past 24 hours.

Step 3: Press "OK" to view the Time-Shift programme. You can rewind or fast-forward to any point within the programme like an On Demand TV Show or Movie.


10
How do I use the Start Over feature?

Smart TV App Features_10

Step 1: If the Live TV programme you are currently watching supports Start Over, you will be able to select the Smart TV App Features_10a icon.

Step 2: Press "OK" to Start Over from the beginning of the Live TV programme. You can rewind or fast-forward to any point from the beginning till the current airing time.


11
What does the "Crown" icon mean on StarHub TV+ Smart TV app?

The "Crown" icon denotes a channel or content that you are not subscribed to at the moment. If you wish to watch the channel or content, simply press "OK" to subscribe.


12
What Parental Controls are available on the StarHub TV+ Box?

You can enable the following Parental Controls with a Parental PIN:

• Restrict Viewing by Content Advisory Rating

• Restrict Viewing by Channel


13
How do I set, change or reset my Parental PIN?

Set Parental PIN:

Step 1: Go to "Settings" > "Parental Control", select “Manage Parental PIN” and then choose “Parental PIN”..

Step 2: Enter the default PIN shown on the screen and follow the instructions.


Change Parental PIN:

Step 1: Go to "Settings" > "Parental Control" and select the "Manage Parental PIN" option and select "Parental PIN".

Step 2: Enter your existing Parental PIN.

Step 3: Enter your new Parental PIN.

Step 4: Re-enter your new Parental PIN.


Reset Parental PIN:

Step 1: Go to "Settings" > "Parental Control" and select the "Manage Parental PIN" option and select "Resent Parental PIN".

Step 2: Select "Send new Pin via email".

Step 3: The new Parental Pin will be sent to your Hub iD email.


14
How do I get an R21 PIN?

Please refer here to request for R21 PIN.


15
How do I change or reset my R21 PIN?

Change R21 PIN:

Step 1: Go to "Settings" > "Parental Control" and select "Manage R21 PIN" option and select "Change R21 PIN".

Step 2: Enter your existing R21 PIN.

Step 3: Enter your new R21 PIN.

Step 4: Re-enter your new R21 PIN.


Reset R21 PIN:

Step 1: Go to "Settings" > "Parental Control" and select the "Manage Parental PIN" option and select "Resent R21 PIN".

Step 2: Select "Send new Pin via email".

Step 3: The new R21 Pin will be sent to your Hub iD email.


16
How do I use the new reminder feature?

Smart TV App Features_16

Step 1: Go to Guide and select a TV programme.


Step 2: Select Set Reminder.

Smart TV App Features_16s2


Step 3: A reminder will be shown on screen before the show begins.


17
How do I start to view On Demand programmes?

Simply navigate to any genre rail on the Home Screen or On Demand in the Main Menu to select a programme to start viewing.


18
How do I change the language to Chinese?

Step 1: Select "Settings" (gear icon) in the top menu.

SettingsGearIcon


Step 2: Select "Language" option.


19
How do I search for TV Shows and Movies on the StarHub TV+ Smart TV app?

Select the "Search (magnifying glass)" icon located at the top left corner of the screen and enter the title of the programme you want to watch using either Google voice search or onscreen keyboard.


20
How do I access "Movies For Rental" and "Shows on Demand" on the StarHub TV+ Box?

Step 1: To access Movies for Rental services, select the “On Demand and Movies” tab on the home screen and search for “Movies for Rental” under the sub header. Choose from a wide variety of content, ranging from movies to ethnic shows and Asian drama series.

Step 2: Now, you can shop for the video-on-demand titles you want and watch them instantly. Select from a wide variety of content, ranging from movies, sports to ethnic shows and Asian drama series.

Step 3: Follow the onscreen instructions to complete your transaction. The programme will play immediately once the transaction is successful.


21
Is the "Playlist Channel" feature available in StarHub TV+ Smart TV app?

Playlist channel feature is not available currently. Stay tuned for new updates.


22
How many devices can I link to my StarHub TV+ Smart TV app?

You can linkup to a maximum of five (5) devices and stream on two (2) devices at any one time.

If you also have the StarHub TV+ Box, it comes with its dedicated streaming capacity and does not count towards the limit of five (5) devices.


23
Will the StarHub TV+ Smart TV app count towards the limit of 2 concurrent streams and 5 registered devices?

Yes, the StarHub TV+ Smart TV app counts towards the limit of five (5) linked devices.


24
Do I get access to Mediacorp Free-to-air channels via StarHub TV+ Smart TV app?

Local free-to-air Mediacorp channels are not available on StarHub TV+ Smart TV app. Alternatively, you can access Mediacorp’s Free-to-air content through this link https://www.mediacorp.sg/en/digitaltv.


25
How do I de-link devices from my StarHub TV+ Smart TV app?

You can de-link your devices by following these steps:

• Log in to starhubtvplus.com or the StarHub TV+ Smart TV app.

• Go to "My Account" if you're on the web or "More" if you're on StarHub TV+ app.

• Select "Device Management" and remove your desired device.

• Once successfully removed, simply link a new device by logging in with your Hub iD and our system will register it automatically.


Managing Your Subscriptions


1
How do I subscribe to additional TV+ Passes or Add-On Channels/Packs/Apps?

Via My Subscriptions

Step 1: Go to "My Subscriptions" and select the TV+ Pass or Add-On you wish to subscribe.

Step 2: Press "OK" to confirm your subscription.


Via Live TV

Step 1: Tune to the channel you wish to subscribe to and select the relevant Pack.

Step 2: Press "OK" to confirm your subscription.


2
How do I manage or modify my current StarHub TV+ subscription?

To manage or modify your current StarHub TV+ subscription, please download My StarHub App.


3
How can I get support for technical or billing queries??

For assistance, you can reach us on Facebook or WhatsApp.

Alternatively, send us an email for any billing or technical queries.


Google and Android TV Services


1
How do I download apps from the Google Play Store?

Please check with your TV Manufacturers for direct Google Play Store access.


In StarHub TV+ Smart TV App:

Step 1: Go to "Apps & Games" and launch the Google Play Store app.

Step 2: You can search or browse for apps or games to download.

You will need to log in with your Google account to download apps from the Google Play Store.


2
How do I use the Google Voice Search?

Select the "Search (Magnifying Glass)" icon located at the top left corner of the screen and enter the title of the programme you want to watch using Google voice search.

Please refer to the link for more information about Google Assistant setup.

Google and Android TV Services 2


Do note that you will need to log in with your Google account to enable certain functionalities. For more information, you may refer to: https://support.google.com/assistant/?hl=en.


3
Why is my voice not registering when I am using the Google Voice Search?

Please check and ensure that the volume is not on "mute" when you are speaking to the Google Voice Search.


4
Does Google Voice Search support Singlish or other languages other than English?

You may refer to this article for more information:
https://support.google.com/assistant/answer/7394513?hl=en&ref_topic=7391797.


Troubleshooting Guide


1
My StarHub TV+ Smart TV App is not working or responding. What should I do next?

a. Please exit the application by selecting the exit button at top corner in home menu and start the application again.

Troubleshooting Guide 1.1,1


b. Ensure that you are running on the latest software version from Google Play.


c. If your still cannot exit StarHub TV+ Smart TV Application, please force stop the application with the steps below:

i. Go to system "Settings".

ii. Select "Apps".

Troubleshooting Guide 1.1

iii. Select "StarHub TV+ App".

Troubleshooting Guide 1.2

iv. Select "Force Stop".

Troubleshooting Guide 1.3

v. Open StarHub TV+ App again.


2
I saw an error code on my TV screen. What should I do?

We encourage you to try a few troubleshooting steps to diagnose or fix the issue when you see error codes on your screen.

• Exit application and start again with the steps listed on question 1 above.

• Ensure that your internet connection is stable and working.

• We recommend that you power off your TV and router first. Then, power them on in order at about two (2) minutes apart.

• Once on, please ensure you are running the latest software and try browsing channels again.

• If the issue persists, please reach us on Facebook, WhatsApp or Email for further assistance.


3
How do I download the latest StarHub TV+ Smart TV App?

You can download the StarHub TV+ Smart TV app from Google Play Store in your smart TV.


4
Why can’t I find Google Play store to download StarHub TV+ in my Smart TV?

You can check with the manufacturer if your TV is an Android TV with OS10 or later and Smart TV platform other than Android TV is not supported.


5
How can I get support for technical or billing queries?

For assistance, you can reach us on Facebook or WhatsApp.

Alternatively, you may send us an email for any billing or technical queries


6
How do I reset my password on StarHub TV+ Smart TV App?

If you forgot your password, simply tap/click on the "Forgot your Hub iD or Password" link on the login page and follow the instructions.


7
I've logged in to the StarHub TV+ Smart TV app, but I can't watch the programs. What should I do?

For assistance, you can reach us on Facebook or WhatsApp or Email.