Issue

Try these troubleshooting tips

Can't access the SubHub partner's app

For example:
Their service is unavailable

You get a blank screen when opening the app

• Check your device is connected to the internet. If not, you'll need to get back online first:

- Search Optus Help and Support for Internet troubleshooting pages

- Or contact us

• Ensure your subscription to the SubHub partner is active. You can see the status in the SubHub platform - subhub.optus.com.au
• Try logging in on another device using the same partner login details
• Force quit the partner's app, restart, and test again
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Can't log in to the SubHub partner's app

For example:
Your login credentials aren't working

• Check you're using your correct partner login details (i.e. not your SubHub, MyAccount or My Optus App login details)
• If Netflix, access SubHub and use the option to recover your Netflix account
  
  

If you still can't access the partner app, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Issue

Try these troubleshooting tips

Content isn't playing

For example:
Your selected content doesn't play at all

• Force quit the partner's app, restart, and test again
• Try logging in on another device using the same partner login details
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Download issue

For example:
Your downloaded content isn't available to view

• Force quit the partner's app, restart, and test again
• Try logging in on another device using the same partner login details
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Issue

Try these troubleshooting tips

Buffering

For example:
You're experiencing constant buffering while viewing

• Check that you have a strong internet connection on the device
• Force quit the partner's app, restart, and test again
  
  

If the issue persists, we may need to help you troubleshoot your internet connection. Let us help you further. Contact us.

Video, but no audio

For example:
You can't hear the audio, but you can see content

• Check that you have a strong internet connection on the device
• Force quit the partner's app, restart, and test again
• Try logging in on another device using the same partner login details
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Audio, but no video

For example:
You can hear the audio, but can't see the content

• Check that you have a strong internet connection on the device
• Force quit the partner's app, restart, and test again
• Try logging in on another device using the same partner login details
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.

Content freezes

For example:
The content freezes while playing

The content doesn't start playing again after being paused

• Check that you have a strong internet connection on the device
• Force quit the partner's app, restart, and test again
• Try logging in on another device using the same partner login details
  
  

If the issue only occurs on the first device, let us help you further. Contact us.

If you still can't access the partner app on any device, contact them directly. Find partner contact details at subhub.com.au/help → Troubleshooting.