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This help content & informationGeneral Help Center experience
As a precautionary health measure for our support specialists in light of COVID-19, we're operating with a limited team. Thanks for your patience, as it may take longer than usual to connect with us. For additional support, consult the Help Center.
If your movie buffers, lags, or doesn't play correctly, these troubleshooting solutions can help with most playback issues and errors.
If your video still doesn’t play correctly, play your video on a different device.
Fix problems with a video
- On your iPhone or iPad, make sure you're using the latest version of the Google Play Movies & TV app
.
- Close and re-open the Google Play Movies & TV app.
- Restart your device.
- Once the system restarts, try replaying your video.
.Fix problems streaming a video
Step 1: Try a different internet connection
Change your internet connection, then replay your video.
- If you're connected to your mobile network: Connect to Wi-Fi.
- If you’re connected to Wi-Fi: Connect to your mobile network. Based on your data plan, streaming or downloading a movie may result in additional charges.
Step 2: Delete the app's cache
Step 3: Download your video
Fix problems with a downloaded video
You’ll need an internet connection to follow these instructions.
Step 1: Remove the video from your device
Step 2: Clear your cache
Step 3: Try your download again
Fix problems when your video gets stuck
On the video's timeline, fast forward to the next few scenes to find out if the movie plays normally again.
Fix problems with a video on your TV
- On your remote, press the home button.
- Reopen Google Play Movies & TV
- Replay your video.
Sign out of the app & sign back in
- Go to My Channels.
- Highlight Google Play Movies & TV.
- On your remote, press the star button
Remove.
- Reinstall the app from the Channel Store.
- Replay your video.
Remove.Use a wired internet connection
- Use an ethernet cable to connect your device to the internet.
- Change your connection settings to use a wired connection instead of Wi-Fi.
- Replay your video.
More troubleshooting for Roku devices
- Go to the Roku device's Settings menu.
- Select System update.
- If an update is available, follow the on-screen instructions to update the system.
- Replay your video.
More troubleshooting steps for Android TV
Check your internet connection
Make sure your system is up to date
Send feedback
Request a refund
If your video doesn’t play correctly, you may be eligible for a refund. Learn how to request a refund.
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