FAQ: Netflix on Astro

1. What is Netflix?
2. Which new pack comes with Netflix?
3. How do I know if my new pack includes Netflix?
4. I signed up for the Entertainment Plus pack that includes Netflix. How do I activate my
Netflix account?
5. Will I be able to access Netflix on my Ultra/Ulti Box?
6. How do I change my Netflix plan or account information?
7. How do I add a new or an existing Netflix account to my Astro Bill?
8. I have added a Netflix account to my Astro bill. Do I need to perform any activation?
9. When I create a new Netflix account to link to my Astro Bill, will I lose all my current
watching history in Netflix?
10. I forgot my Netflix username or password. How do I find my username or reset my
password?
11. I forgot which Netflix account is associated with my Astro Account. How do I find that
out?
12. What will happen to my Netflix account if I cancel my Astro service or change my Astro
package?
13. What happens to my Netflix account if I move to a new address?
14. How do i cancel Netflix?
15. I would like to change the Netflix account linked to my Astro pack. What should I do?
16. My Astro account is suspended due to late payment and reactivated after making
payment, but I cannot access my Netflix account, what should I do?
17. I am an Astro IPTV customer, when can I sign for the New Packs and enjoy Netflix on
the Ultra Box?
18. How do I access Netflix on my Ultra Box?
19. I have an Ultra Box and I've subscribed to the new packs with Netflix, but I why can't
access Netflix on my Ultra Box?
20. How do I link my Netflix account on my Ultra Box?
21. I have signed up for two (2) or more main Astro subscriptions bundled with Netflix. Will
I be entitled for multiple Netflix subscriptions?
22. How to apply parental control on Netflix with my Ultra and Ulti Box?
23. What do I do if I’m having trouble watching Netflix on the Ultra Box?
24. Will Netflix be automatically added to my Astro subscription?
25. Will Astro censor Netflix content?

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1. What is Netflix?
Netflix is a streaming entertainment service that offers a wide variety of award-winning TV
programmes, films, anime, documentaries and more - on thousands of internet-connected
devices. There's always something new to discover, and more TV shows and movies are added
every month. The more you watch, the better Netflix gets at recommending TV shows and
movies you’ll love.

Astro customers with an internet-connected Ultra Box (Ulti Box – coming soon) can access the
Netflix app and watch Netflix content via their Astro Box. For more information about Netflix,
visit the Netflix website.

2. Which new pack comes with Netflix?

Any packages with Entertainment Plus will include Netflix. The default Netflix offering is Netflix
Standard (2 screens and HD viewing) as part of your Entertainment Plus subscription. You can
upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM10 (inclusive
of govt. tax).

Note: For the above subscriptions, you may use the email address used for your existing
subscription with Netflix to activate and the future billing for Netflix will be transferred to your
Astro bundle charges. For users that are billed for Netflix through Apple before joining the
Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro
bundle else you may be double charged for your Netflix account.

If you do not have a bundle which includes Netflix, you may also add a new Netflix subscription
to your Astro Bill for billing convenience.

3. How do I know if my new pack includes Netflix?

If Netflix is included as part of your Astro pack, you will find a section in
selfservice.astro.com.my called “Apps” where you will be able to manage all the streaming
apps you are entitled to. Netflix will also be included in your Astro bill under “Monthly
Charges”. If you have added Netflix to your bill (Netflix Add-on), the Netflix subscription charge
will appear in your Astro bill under “One-time charges” as Netflix App Subscription or Netflix
Premium and will be charged monthly. You should refer to Netflix account Management for
any changes to your Netflix subscription or should you wish to change to other billing
methods.

4. I signed up for the Entertainment Plus pack that includes Netflix. How do I activate my
Netflix account?
You should have received an email or SMS with your activation details, please click on the link
provided to be redirected to the Netflix website to activate your account.

Alternatively, you can also activate Netflix on your Ultra Box. Please surf to CH 741 on your
Ultra Box (or click the Netflix button on your Astro remote) and follow the instructions on the
screen.

5. Will I be able to access Netflix on my Ultra/Ulti Box?

You will be able to access Netflix on your Ultra Box. We’re currently working to make this
feature available on the Ulti Box in the near future. Please stay tuned for more updates!

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6. How do I change my Netflix plan or account information?
You can make changes to your Netflix plans that are included in your Bundle through the App
Section in selfserve.astro.com.my.

You can change your non Astro-bundled (a-la carte) Netflix plan at any time by signing into
Netflix.com and visiting the Account page, then selecting Change Plan to view and select
available plans.

7. How do I add a new or an existing Netflix account to my Astro Bill?

You can add a new Netflix account to your bill through CH 741 or clicking the Netflix button
on the remote control. Please enter the email address you would like to use for Netflix
subscription and ensure the Billing partner is Astro.

If you would like to transfer your existing Netflix Account to be charged under Astro bill, please
follow the steps below:
1) Cancel your existing subscription with Netflix
2) Once the remaining duration of your existing subscription has ended, you may
proceed to subscribe for Netflix via Astro bill
3) To subscribe, go to CH 741 and enter the email address used for your previous
subscription with Netflix
4) Once successfully completed, all existing settings and watching history on your Netflix
account will be brought over

8. I have added a Netflix account to my Astro bill. Do I need to perform any activation?
By adding a Netflix account to your Astro bill, your Netflix account is already activated. No
additional steps for activation are required.

9. When I create a new Netflix account to link to my Astro Bill, will I lose all my current
watching history in Netflix?
You may retain your watch history and settings of your existing Netflix account by using the
same email of your Netflix account during the linking of your Netflix account with Astro.

10. I forgot my Netflix username or password. How do I find my username or reset my

password?
If you have forgotten your username or password, you may follow the steps below:

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 11. I forgot which Netflix account is associated with my Astro Account. How do I find that out?
You can recover your Netflix login here or at astro.com.my/Netflix
• Step 1: Head to astro.com.my/Netflix
• Step 2: At the FAQ section look for “How to recover my Netflix login email and
password”
• Step 3: Log in with Astro ID
• Step 4: Proceed to Netflix.com for account recovery

12. What will happen to my Netflix account if I cancel my Astro service or change my Astro
package?
If your existing Netflix account is linked with your Astro subscription, your Netflix account will
resume on the previous method of payment. If you linked a new Netflix account with your
Astro subscription, cancelling Astro service will also cancel your Netflix account.

13. What happens to my Netflix account if I move to a new address?

There will be no changes to your Netflix account when you move to a new address.

14. How do I cancel Netflix?

If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your
entitlement. If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can
only be done via Netflix’s Website, etc). This change will reflect in your next bill. From mid-
December 2021 you may also cancel Netflix add-on through Astro Call Center.

15. I would like to change the Netflix account linked to my Astro pack. What should I do?
Please visit help.netflix.com to call or start a live chat with Netflix’s customer support agents.
You will be assisted to unlink your Netflix account from your Astro subscription. After the
process, you may link another Netflix account to your Astro subscription.

16. My Astro account is suspended due to late payment and reactivated after making payment,
but I cannot access my Netflix account, what should I do?
If your Astro account has been suspended and reactivated due to late payment, you will need
to reactivate your Netflix account. Please proceed to astro.com.my/Netflix and click on the
"Already have Netflix with Astro? Activate Now" button.

Alternatively, you can also reactivate your Netflix Account via your Ultra box. Once you have
successfully reactivated, you will receive an email/SMS notification.

Netflix on Ultra/Ulti Box

17. I am an Astro IPTV customer, when can I sign for the New Packs and enjoy Netflix on the
Ultra Box?
The new packs and access to Netflix on the Ultra Box will be available for Astro IPTV customers
starting end November 2021. Please do drop us your contact details for us to call you back
once it's available.

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18. I How do I access Netflix on my Ultra Box?
There are a few ways you can find Netflix on the Ultra Box as below:
• Access Netflix on the Ultra Box via the Home Screen and select the Netflix app from
the Apps row.
• Launch the Netflix app directly from their remote control by clicking on the “Netflix”
button if it’s available on your remote control.
• Tune into CH 741

IMPORTANT! If you are accessing Netflix on your Ultra Box for the first time, please wait for
the Netflix activation email from Astro (this may take up to 10 minutes) for the app to be
reflected in your account. If you skip this 10-minute period, you may experience double
charging by incorrectly signing up for Netflix using your credit card details.

19. I have an Ultra Box and I've subscribed to the new packs with Netflix, but I why can't
access Netflix on my Ultra Box?
Please upgrade the Ultra Box software to enjoy Netflix on your Ultra Box. To do this, please
click on the Netflix app icon on the homepage or go to CH741 to prompt the software
upgrade. Kindly click Install when the software upgrade prompt appears. This will take
approximately 20 minutes and you would be able to launch Netflix on the Ultra Box after
that.

20. How do I link my Netflix account on my Ultra Box?

For customers with Entertainment Plus, Premium 2, Premium 3, and Platinum Pack
i. Launch Netflix from the home screen or via remote control
ii. Click on Get Started
iii. If you are an existing Netflix customer, please fill in the email address
and password associated with your Netflix account. Once successfully
completed, all existing settings and watching history on your Netflix
account will be brought over. If you are a new Netflix
iv. customer, create a new account by filling in your email address and a
password for your new Netflix account.
v. In the next screen, you will be shown your default Netflix package
“Standard”, you can choose to upgrade to “Premium” here.
vi. The final screen provides a summary of your account including your
email. Click Start Watching to enjoy Netflix on your Ultra Box.

For Non-Entertainment Plus, Premium 2, Premium 3, and Platinum Pack Pack

customers (New Netflix customers)

i. Launch Netflix from the home screen or via remote control

ii. Click on Join Now
iii. Create a new account by filling in your email address and a password for
your new Netflix account.
iv. The final screen provides a summary of your account including your
email. Click Start Watching to enjoy Netflix on your Ultra Box.

Note: The Netflix plan will be defaulted to Premium, you may select ‘Change
Plan’ to choose the ‘Standard’ plan.

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 For Non-Entertainment Plus Pack, Premium 2, Premium 3, and Platinum Pack
customers (Existing Netflix customers)

i. Launch Netflix from the home screen or via remote control

ii. Click on Sign-in
iii. If you are an existing Netflix customer, please fill in the email address
and password associated with your Netflix account.
iv. You will be able to start watching Netflix on your Ultra Box once you
log in.

21. I have signed up for two (2) or more main Astro subscriptions bundled with Netflix. Will I be
entitled for multiple Netflix subscriptions?
Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you
have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have
more than one main Astro subscription with Netflix, you may choose to create multiple email
addresses to activate each respective Netflix subscription. Please follow the steps provided to
you via email/SMS in order to activate your Netflix subscriptions on the website.

22. How to apply parental control on Netflix with my Ultra and Ulti Box?
There are 2 methods of setting maturity ratings restriction on Netflix:
Method 1 – Create a Kids Profile in Netflix App on Ultra Box
i. On the Netflix home menu, select “Switch Profile”
ii. Select Add Profile.
iii. Name the profile.
iv. Select Kids. Kids profiles have a logo ( ) on the profile icon so they are easy to identify.
v. Select Continue. The new profile will show on the list of profiles on your account.

Method 2 – Manually set Viewing Restrictions for each profile

i. Go to https://www.netflix.com/profiles/manage
ii. Select a Profile.
iii. Under Maturity Settings, select Edit.
iv. Enter your Netflix password.
v. You may select the desired Maturity Rating settings or add a particular title
restrictions for the profile.
vi. Select Save.

For more information kindly visit:

• https://help.netflix.com/en/node/114275
• https://help.netflix.com/en/node/114276

23. What do I do if I’m having trouble watching Netflix on the Ultra Box?
If you need further assistance, click on the WhatsApp icon

24. Will Netflix be automatically added to my Astro subscription?

Astro subscribers will have the freedom to subscribe to Netflix via Astro, or they may also
choose to continue subscribing via Netflix directly on their own.

25. Will Astro censor Netflix content?

Absolutely not. Astro wants to give our members the convenience of having all their favourite
series, exciting originals, vernacular signatures, live sports and local blockbuster movies all in
one place.