Frequently asked questions about Disney+

Disney+ is the streaming home for Disney, Pixar, Marvel, Star Wars, National Geographic, and now, brand new Star. Available on most internet-connected devices, Disney+ offers hundreds of hours of incredible TV series, movies, documentaries and exclusive originals. From the biggest new releases to timeless classics, there’s something for everyone.

Star is a new general entertainment content brand from The Walt Disney Company to be included in the Disney+ streaming service in selected markets. The Star brand will serve as home to thousands of hours of television and movies from The Walt Disney Company’s creative studios, including Disney Television Studios, FX, 20th Century Studios, 20th Television and more, enhanced by the addition of local programming from the regions.

Star is not a separate subscription. Star is a new content brand being added to the existing Disney+ service in selected markets.

To make sure Disney+ remains suitable for audiences of all ages and the experience parents expect, new parental controls launching on 23 February will include the ability to restrict access to content for specific profiles based on content age ratings and the ability to add a PIN to lock profiles with access to mature content. For more information please go to help.disneyplus.comNew window.

1. Within 24 to 48 hours after the activation/installation of your products by the technician you will receive an email /or SMS with your personal activation link and all the needed information that will enable you to create your Disney+ account.
2. You will also have to fill in your bank details (creditcard or PayPal), but you will not be charged during the first 12 months.
3. Once you have completed all the steps, you can log in and start watching Disney+.

Disney+ is included for 12 months. After 12 months, you will continue to enjoy Disney+ and you will be billed directly by Disney+ at the then applicable standard monthly price.

If you are an existing All Stars/All Stars & Sports customer (before 14/09/2021), at the end of the 12 months, Proximus offers you an extra year of access. A second code will be sent to you by Proximus at the end of the active 12-month period.

You will be invoiced by Disney+ on a monthly basis at the then applicable standard monthly price. You can manage or cancel your subscription at any time at Disney+.

If you are an existing All Stars/All Stars & Sports customer (before 14/09/2021), at the end of the 12 months, Proximus offers you an extra year of access. A second code will be sent to you by Proximus at the end of the active 12-month period.

If you have an active subscription for Disney+ and would like to enjoy 12 months access to Disney+ on us you will need to take the following steps:

1. Go to www.disneyplus.com and log in
2. Select your Profile
3. Select Account
4. Select Cancel Subscription
5. Answer to the question with “Getting Disney+ through another provider”, then “Continue to cancel”.

Good to know: your subscription will be active until the date shown in the account settings https://www.disneyplus.com/account. After this date you will be able to redeem your code.

To redeem the new code:

1. Click on the link displayed in the Proximus communication to activate the second code.
2. Enter your current email address linked to your Disney+ Account.
3. Confirm, and you can now enjoy new 12 months access to Disney+.

If you use a VPN in your internet browser, you might see the wrong activation screen when clicking on the link in the email. Try to deactivate the VPN temporarily.

If you still have problems, try to follow the next steps:

1. Go to www.disneyplus.com/redeemNew window
2. Fill in the code you find in the email
3. Create your Disney+ account

If you are an All Stars/All Stars & Sports customer and activated 12 months access to Disney+, you benefit from an additional 12 months access to Disney+.

You will receive an activation link and a second code which can only be used at the end of your first 12-months access.

This new code will only work for users who don’t have an active Disney+ subscription. You will therefore need to manage your existing subscription before redeeming your code.

How is it working?

1. You will receive an email/SMS/letter from Proximus with a new code
2. Important to know, the code only works for users who don’t have an active subscription on Disney+. If you still have an active subscription you will need to take the following steps:
   • Go to www.disneyplus.com and log in
   • Select your Profile
   • Select Account
   • Select Cancel Subscription
   • Answer to the question with “Getting Disney+ through another provider”, then continue to cancel”.
3. Good to know: your subscription will continue to be active until the date shown in the account settings https://www.disneyplus.com/account.
4. Once your subscription is no longer active you can redeem your second code from Proximus by clicking on the link displayed in the Proximus communication
5. Enter your current email address linked to your Disney+ Account.
6. Confirm, and you can now enjoy new 12 months access to Disney+.

You have an active running period. The code only works for new or current users who don’t have an active subscription on Disney+.

If you have already deactivated your existing subscription you will need to wait until your access ends before redeeming the second code. To find out when this is, go to your Disney+ account settings https://www.disneyplus.com/account.

If you haven’t deactivated your Disney+ Account yet, please follow the steps below:

1. Go to www.disneyplus.com and log in
2. Select your Profile
3. Select Account
4. Select Cancel Subscription
5. Answer to the question with “Getting Disney+ through another provider”, then “Continue to cancel”.

Good to know: your subscription will be active until the date shown in the account settings https://www.disneyplus.com/account. After this date you will be able to redeem your second code.

If you have come to the end of your first 12 months access from Proximus and started to be billed directly by Disney+ you will need to manage your existing subscription before you can redeem your new code. Please see below instructions on how to do this:

1. Go to www.disneyplus.com and log in
2. Select your Profile
3. Select Account
4. Select Cancel Subscription
5. Answer to the question with “Getting Disney+ through another provider”, then “Continue to cancel”.

Good to know: your subscription will be active until the date shown in the account settings account. After this date you will be able to redeem your second code.

To redeem the new code, once your access has expired:

1. Go to www.disneyplus.com and log out if you are still logged in
2. Click on the link displayed in the Proximus communication to activate the second code (on your web browser and not in the Disney+ app).
3. Log in again with the same email address that was previously linked to your Disney+ account and follow the instructions on screen to secure your access (*).
4. If you receive an error message due to your payment method, please reintroduce manually your payment details.
5. Confirm, and you can now enjoy new 12 months access to Disney+.

(*)The code is valid only once and only works for new or current users who don’t have an active subscription on Disney+.

Yes, but your second code only works if you don't have an active subscription on Disney+.

To manage your existing Disney+ subscription, please follow the steps below:

1. Go to www.disneyplus.com and log in
2. Select your Profile
3. Select Account
4. Select Cancel Subscription
5. Answer to the question with “Getting Disney+ through another provider”, then “Continue to cancel”.

Good to know: your account will be active until the date shown in the account settings account. After this date you will be able to redeem your second code.

To redeem the new code, once your access has expired:

1. Go to www.disneyplus.com and log out if you are still logged in
2. Click on the link displayed in the Proximus communication to activate the second code (on your web browser and not in the Disney+ app).
3. Log in again with the same email address that was previously linked to your Disney+ account and follow the instructions on screen to secure your access (*).
4. If you receive an error message due to your payment method, please reintroduce manually your payment details.
5. Confirm, and you can now enjoy new 12-months access to Disney+.

(*)The code is valid only once and only works for new or current users who don’t have an active subscription on Disney+.

The second code gives you an extra 12 months of access to Disney+.

On the anniversary date of these extra 12 months, you will be invoiced by Disney+ on a monthly basis at the then applicable standard monthly price. You can manage and cancel at any time your Disney+ subscription, more info here.

You probably have not activated the access code (12-month access) received one year ago. This one can still be activated on Disney+ until February 2022.

If it's not the case, please contact us.

Disney+ is accessible on most internet-connected devices:

• on a smartphone, tablet, supported Smart TV or game console: via the Disney+ app available on Google Play, App Store and Apple TV. Click here for more infoNew window.
• via the Proximus Android TV decoder, in the "recommended apps" section. If you already own a decoder and would like to change to a Proximus Android TV decoder, please contact us.
• via the Disney+ website.

No, you can also watch Disney+ on other devices, like your smartphone, tablet or compatible Smart TV. Our new Android TV Decoder allows downloading apps from the Google Play Store, such as Disney+ and Netflix.

After creating your Disney+ account via the activation mail, you can log in on the Disney+ app via your Android TV Decoder and access the service from the home page of Proximus Pickx.

During installation of your decoder, you will have the opportunity to login at the Google Play Store (with your email address and password). You will get access to apps for your TV, including Disney+. You can select it to be installed immediately.

You didn't do this during installation? No worries, you can always login at a later moment via Apps > Google Play Store and download the Disney+ app.

When the Disney+ app starts, it will use the device or platform’s current system settings for subtitles and language audio. This setting can be changed for Disney+ at any time.

To set your audio language for Web Browser, Mobile Devices, Smart TVs, PlayStation 4, and Xbox One:

1. While watching a video, click on the icon in the upper right-hand corner of your screen to display the Audio and Subtitle settings.
2. Select your desired language from the list.
3. Close the display and return to watching the video with your new settings.
4. Your selected language settings will be saved on this profile.

You can also make language changes via: Profile icon – Edit Profiles – App language -Select

You have a 12-month access to Disney+, but you must of course create a Disney+ account. Banking information is a mandatory step in the creation of the Disney+ account. At the end of the 12 months, you will be invoiced by Disney+ on a monthly basis at the then standard price of the Disney+ subscription.

During the creation of your Disney+ account, you have to add payment details that will be used after the first 12 months. Disney+ might ask for a payment of €1 for verification reasons, but will be refunded shortly after creating your account.