Q1: How to Register DisneyPlus Video Downloader?

Please click the Key icon or the Menu icon (on the upper right) > Register. There will be a registration popup dialog, where you can copy and paste the registration email and license code.

Generally, once an order has been validated, the license key will be sent to the email address you entered for the purchase shortly. If you do not receive the license key within a few minutes of purchasing, please check your Spam or Promotion E-mail folder just in case it was incorrectly classified as spam or promotion email. Sometimes the arrival of this registration e-mail can be delayed, due to delays caused by internet or system glitches, email typo, etc. In this case, please contact us for assistance.

Q2: What Kind of Video Does SameMovie Support Downloading?

SameMovie DisneyPlus Video Downloader only supports downloading Disney Plus videos on Mac and Windows computers.

Q3: What's the Format of the Downloaded Video?

MP4 or MKV. SameMovie DisneyPlus Video Downloader can download Disney Plus videos to MP4 or MKV format so that you can enjoy them on most of the devices freely. You can change the output format on the General Setting window.

Q4: Why Is the Registration License Still Invalid or Expired After Renewing?

After the renewal, you will receive a new license. Please tap on the Menu icon of SameMovie program, then click "Register" > "Change Account" and enter the new license to activate the program again.

Q5: How to Cancel the Auto-Renewal?

The Auto-renewal service of all subscription-based programs is enabled by default. If you want to disable it to avoid renewal charges, you must do so before the renewal date. And there are two ways to cancel the auto-renewal:

• Method One: After finishing the order, you will receive an email with a license included, where there is a link to cancel automatic renewal. It should be at the bottom of the email, saying that "To cancel the auto-renewal subscription, click here". Here you can manually disable or cancel auto-renewal.
• Method Two: Feel free to contact us by emailing support@samemovie.com, we will help you cancel the service timely.

Once the auto-renewal service is turned off, you will receive a notification email (Cancel Subscription of xxx) showing the expiration date of your license code. And you won't be charged again after that.

Q6: What Should I Do If I Ordered the Program Twice?

Please contact our support team with the order IDs. We will refund you as soon as possible.

Q7: How to Speed Up the Download Process?

SameMovie supports hardware acceleration with Intel/NVIDIA/AMD graphics cards, which will enable you to run the program more smoothly and speed up the download process. However, to achieve or take full advantage of hardware acceleration, you are required to have the latest version of the graphics cards installed on your computer. Here is how to check and upgrade the graphics cards:

1. The process of upgrading graphics cards is incredibly easy, all you need to do is: right-click the Windows Start menu and choose "Device Manager", find "Display adapters", right-click your graphics card and select "Update driver" in the drop-down list.

2. Sometimes driver upgrades might end in failure. No worries, you can also install the latest graphics driver from your graphics card manufacturer's website: Intel / NVIDIA / AMD (choose the exact one according to your computer). After upgrading your graphics driver, please reboot your computer to activate it.

Q8: What's the Difference Between External, Internal or Hardcode Subtitles?

SameMovie offers three kinds of subtitles encoding ways to meet users' needs for playing video on different media players or devices. The mode "External subtitles" will help you save subtitles as separate files.

"Internal subtitles" will make the subtitles be built into the output video, which will allow you to save multiple languages subtitles and switch as needed while playing the video on some players like VLC Media player.

If your media players or devices don't have the ability to switch or add subtitles, "Hardcode subtitles" is a great option to help you make the subtitles be burned onto your video. But please note that you can save subtitles in only one language to the video at a time with this mode.

Q9: Solution to Failed 6100, 6120 or 6121?

Please log out and log back into your Disney+ account on SameMovie. And then search for the video on SameMovie and click the title name, following that the description page of the video will be displayed in the pop-up web browser. Please check if the video can be played normally in the pop-up window. If it is a paid video, please purchase the video firstly. Some titles may not be available to watch, resulting in that they are failed to be downloaded by SameMovie.

Q10: Solution to Failed 6123?

"Failed 6123" means that there are too many people are using the same account right now. Please disconnect your Disney+ account from the other devices.

Q11: Solution to Failed 6130 or 6200?

It may be caused by unstable internet or download time-out. Please try to download the videos again when the network is stable.

Q12: Solution to Failed 6301?

It seems that the video is not available in your country. Please make sure the video that you want to download can be played normally in the Disney Plus web player.

Q13: Solution to Failed 1608?

"Failed 1608" means that the program failed to download some of subtitles or audio tracks you selected. Please delete the video from the download queue and download it again. If the problem persists, please send us the URL of the video, the screenshots of your selected audio tracks and subtitles in the "Advanced Download" window, as well as the latest log files for analysis.

Q14: Solution to Failed 1609?

It happened when you turn off the conputer screen during the download process. Please do not turn off the computer screen, sleep or hibernate your PC during the download process.

Q15: Solution to Failed 4001, 4002, 4003, 4100, 4101, 4103 or 4106?

There is no more space on the disk to save the downloads or you don't have the permission to save videos to the selected folder, please clean your disk or change the output path in the Settings window.

Q16: Solution to "No results found" when searching videos by using links?

Please make sure the link is copied from the Disney Plus web player and the video is playable. Or you can try to search the video by video name or keyword.

This may also happen when you search some videos and with a kid profile of Disney+ account log in or there is a content rating set on the account. If you want to change your ratings (or any other settings) later, you can do so by clicking on your personal icon on Disney+ site and selecting Edit Profiles. You can then select your profile, go to Content Rating and change the rating there.

Q17: Solutions to other error codes or what if the problem persists?

If you get any other error codes not listed above, or the problem persists after trying the solutions above, please provide the following information to our support team via email at support@samemovie.com. We will reply to your message within 24 hours on weekdays and 48 hours on weekends. And we will submit your feedback to our developers and inform you if the solution is available.

• What is your computer OS?
• Which Disney+ plan did you order?
• Are you downloading Disney+ Movies or TV shows?
• Does this happen to certain videos or all videos? Please tell us the name or URL of the videos you want to download.
• Please send the log files to us, which you can find by clicking the Menu button > Open log file. You will see a logs folder and please send all files in that folder to us.