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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:


  • StarHub TV+ Box and StarHub TV+ Pro Box
  • 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
  • Android TV via the StarHub TV+ Android TV app that can be downloaded from Google Play Store.
  • Samsung TV via the StarHub TV+ Samsung TV app that can be downloaded from Samsung App Store.

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


6. Samsung TV

• The models from 2019 onwards with Tizen OS 4.0 or above.

• 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+ passes 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 about Hub iD here.


6
Will I still be able to change the subtitles on my StarHub TV+ Box after the latest software update?

The feature to change subtitles is now available for CH 823 (ONE HD), Channel 824 (tvN), and CH 838 (TVB Jade HD) from the current software version (4.617.554).


Getting Started with StarHub TV+ Samsung TV App


1
How do I install the StarHub TV+ Samsung TV app on my Samsung TV?

Check with the manufacturer if your Samsung TV is on Tizen OS 4.0 or later (2019 models onwards) and download the StarHub TV+ app from Samsung App Store.


2
How do I log in to the StarHub TV+ Samsung TV app and set it up for the first time?

Step 1: Open the StarHub TV+ Samsung TV app. Enter your Hub iD and password to log in using the onscreen keyboard.

GettingStartedSmartTV_2b

You’ll need to have a Hub iD to log in to the StarHub TV+ Samsung TV app. To create a Hub iD or reset your Hub iD/password, please visit this link.


Step 2: Once logged in, you’ll see the home page and can start watching!

GettingStartedSmartTV_4b


3
I’m unable to log in to the StarHub TV+ Samsung TV app to access my subscription. What should I do?

Please ensure that your StarHub TV+ Samsung TV app software is up to date.
If you’re unable to log in to the StarHub TV+ Samsung TV app with your Hub iD and password, you can reach out to us on Facebook or WhatsApp or send us an email via this form.

If you’ve forgotten your Hub iD or password, you can reset it any time on this page


StarHub TV+ Samsung TV App Features


1
Why is the StarHub TV+ Samsung TV app user interface different from the current one on the StarHub TV+ box?

StarHub introduced a new user interface in the StarHub TV+ Samsung TV app to bring a new user experience to the Samsung TV platform.


New: StarHub TV+ Samsung TV App Home Menu


Existing: StarHub TV+ Box Home Menu


2
How do I navigate the StarHub TV+ Samsung TV app?

The StarHub TV+ Samsung TV app 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

• TV Guide

• On Demand

• Store

• Setting


The Top Menu has the following functions:

• Search

• Log Out


3
How do I start to view Live TV channels?

Simply access the “Now on TV” rail on the home page and select the channel you want, or you may check the channel on the “TV Guide”.


4
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 and select the programme you wish to watch.


5
How do I add a favourite channel?

favourite

Step 1: Go to the "Now on TV" rail on the home page or click “TV 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.


6
How do I add a TV show or movie to my Watchlist?

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.


7
My “Favourite Channels”, “Favourite Watchlist”, and “Continue Watching” were lost after performing the update. What should I do? ?


We're sorry, but due to the important changes in version 4.593.11, certain personalised content like "Favourite Channels," "Favourite Watchlist," and "Continue Watching" is reset after the update.

This is a one-time occurrence and won't happen in future updates.


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 "TV 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?

Step 1: If the Live TV programme you are currently watching supports Start Over, you will be able to select “Restart”.

Step 2: Select "Restart” 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, subscribe to the relevant TV+ pass or add-on pack or channel via StarHub App.


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

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" >“Manage Parental PIN” >“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" >“Manage Parental PIN” >“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" > "Manage Parental PIN" > "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"> "Manage R21 PIN" > "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 reminder feature?

reminder

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


Step 2: Select "Set Reminder".


reminder icon

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 go to "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+ Samsung TV app?

Select the "Search" icon located at the top left corner of the screen and enter the title of the programme you want to watch using the onscreen keyboard.


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

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
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.


22
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.


23
Do I get access to Mediacorp free-to-air channels via StarHub TV+ Smart TV app?

Mediacorp free-to-air channels are not available on the StarHub TV+ Samsung TV app. Alternatively, you can find out more about Digital TV from Mediacorp here.


24
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 the 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.


Getting Started with StarHub TV+ Android TV App


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

StarHub introduced a new user interface in the StarHub TV+ Android TV app to bring a new user experience to the Android TV platform.

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


2
How do I log in to the StarHub TV+ Android TV app and set it up for the first time?

Step 1: Select language.


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

Step 2a: Select "QR code pairing instructions" and log in with the QR Code.

To set up your StarHub TV+ Android TV app via QR code:

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

If you don't have a Hub iD yet or need to reset it, you can create one or reset via this link.

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: Log in with your Hub iD using the onscreen keyboard.

GettingStartedSmartTV_2b

Enter your Hub iD and password to log in using the onscreen keyboard.


Step 3: Screen Calibration.

GettingStartedSmartTV_3

Select the screen calibration selection to adjust the display.


Step 4: You'll see the home screen and can start watching!

menu


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+ Android TV app software is up to date.

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

If you're unable to log in to the StarHub TV+ Android TV app with your Hub ID and password, you can reach out to us on Facebook or WhatsApp or send us an email via this form.

If you have forgotten your Hub iD or password, you can reset it any time on this page.


StarHub TV+ Android TV App Features


1
Why is the StarHub TV+ Android TV app User Interface different from the current one on the StarHub TV+ Box?

We update the user interface from time to time to improve user experience.


StarHub TV+ Android TV App Home Menu

menu


Existing: StarHub TV+ Box Home Menu


2
How do I navigate the StarHub TV+ Android TV appnuser interface?

menu

You can navigate the user interface using the D-Pad (Up/ Down /Left / Right) on the TV remote control. Press 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

• Store


The Top Menu has the following functions


top menu

• Search (Google Voice Search and Keyboard Search)

• Settings


3
How do I start to view Live TV channels?

Simply follow one of the 2 options below:


• Enter the 3-digit channel number directly on any part of the StarHub TV+ Android TV interface.
• Navigate to Guide on the Main Menu and select a channel to start viewing.


menu


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

You can either press the back button on 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 and select the programme you wish to watch.


6
How do I add a favourite channel?

favourite

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?

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 YESTERDAY and pick 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 RIGHT 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+ Android 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+ Android TV app?

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" >“Manage Parental PIN” >“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" >“Manage Parental PIN” >“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" > "Manage Parental PIN" > "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"> "Manage R21 PIN" > "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 reminder feature?

reminder

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


Step 2: Select "Set Reminder".

reminder icon


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 go to "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?

search2

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" on the StarHub TV+ Android TV app?

menu

Step 1: To access Movies for Rent, select the “On Demand” tab on the home screen and search for “VOD 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 the StarHub TV+ Smart TV app?

The 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+ Android TV app count towards the limit of 2 concurrent streams and 5 registered devices?

Yes, the StarHub TV+ Android 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+ Android TV app?

We're happy to share that Mediacorp free-to-air channels are available on the StarHub TV+ Android TV app.


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 the 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.


Subscribing through the above methods is currently unavailable for StarHub TV+ Samsung TV app users. Alternatively, you can download StarHub App, log in with your Hub iD and password, and go to “TV” to manage 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 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 via this form 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 the 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.

voice assisatnce


Do note that you will need to log in with your Google account to enable certain functionalities. For more information, you may refer to Google Assistance Help


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 Google Assistance Help article for more information:


5
How do I set up Google Assistant and what are the commands I can use??

You may refer to Google Assistance Help article for more information:


Support


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 the top corner of the home menu and start the application again.

exit


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


c. If you still cannot exit the StarHub TV+ Android TV App, please force stop the application with the steps below:

i. Go to system "Settings".

ii. Select "Apps".

Troubleshooting Guide 1.1

iii. Select the "StarHub TV+" app.

Troubleshooting Guide 1.2

iv. Select "Force Stop".

Troubleshooting Guide 1.3

v. Open the 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 following 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
My StarHub TV+ Samsung TV app is not working or responding. What should I do?

Press the “Back” button on the remote control and hold it for 2 seconds to exit the app and launch it again.

If that doesn't work, select the “Power” button on the remote control to turn the TV off, hold it until the TV powers back, and then let go of the button. Open the StarHub TV+ app again and try browsing channels.


4
Why can’t I find the StarHub TV+ app on Google Play store on my Android TV?

You can check with the manufacturer if your TV is an Android TV with OS 10 or later. Do note that StarHub TV+ is not supported on Smart TV platforms other than Android TV (OS 10 or later).


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 via this form for any billing or technical queries


6
I forgot my Hub iD/password. What should I do?

If you forgot your Hub iD or password, simply tap "Forgot your Hub iD or password” on the app’s login page and follow the instructions. You may also click on these links to reset your Hub iD or password.


7
I've logged in to the StarHub TV+ Android/Samsung TV app but can't watch programmes. What should I do?

For assistance, you can reach out to us on Facebook or WhatsApp or send us an email via this form.


8
My “Favourite Channels”, “Favourite Watchlist”, and “Continue Watching” were lost after performing the update. What should I do?

We're sorry, but due to upcoming important changes, certain personalised content like "Favourite Channels," "Favourite Watchlist," and "Continue Watching" may be lost after the update.