Frequently Asked Questions

Star SineMax has provided you the following topics to help with any issues you may encounter. Enjoy watching!!!

How to sign up?

  1. Go to Apple store or Google play store and search "Star SineMax".
  2. Install the application.
  3. Once installed, click the icon to run the application.
  4. On Login page, click Register Here link to register to the application.
  5. Once registered, you will be redirected to Plan Details page.
  6. Select your desired plan, then click the Purchase Plan button.
  7. On Payment Options page, select your desired payment (GCash, PayMaya, and others) then click Subscribe button to pay for the subscription.
  8. Provide details of your selected payment options. This will vary depending on the payment options you selected in previous step.
  9. Once the payment is successful, you will be redirected to the home page. Sometimes payment will take awhile to reflect in our system, but you can continue exploring our content while waiting for your payment to be posted in our system.

Enjoy watching!!!

Support Contact

You can contact our support in the following channels:
  • Support Hours: 9:00 AM-12:00 AM Mon-Sun
  • Email: starsupport@starmax.ph
  • SMS support Globe: +63 917 111 2222
  • SMS support Smart: +63 960 333 2222

Application Support

For application assistance (installation, crashes) please contact our support and provide the information below.
  • Email address
  • Model and version of your device.
  • Video you watched (Optional). Provide this information if the issue happens when you play a content.

Payment Support

For payment assistance please contact our support and provide the information below.
  • Registered email address.
  • Mobile Number (optional).
  • Proof/Screenshot of receipt (Optional). Needed only if you already purchased a subscription.
  • Screenshot of your Plan Details (Optional). You can go to My Account and scroll to Plan Details.

Watching Star SineMax

Star SineMax says 'Your subscription is being verified, please wait for a moment.' or 'Payment is being process.' when you play a video.

This means your payment is not yet posted to Star SineMax system by your selected payment provider. Sometimes it takes awhile for our system to receive and process the payment acknowledgement from the provider.

If this problem continue to exist after 15 minutes, please contact our support via email or SMS for assistance. Please provide the email address and mobile number you provided during the rgistration.

Session limit dialog shows up after I login saying 'Your subscription only allows X devices at a time.'

Plan has limit on the maximum number of device you can use simultaneously per account. You can fix this by ending the session of other devices that is using your account by click the X button besides the device name. This will end the session of the other device and it will allow you to continue.

Click Cancel button if you want to keep the session in other device.

What devices can I use to run Star SineMax application?

The following device operating system versions are supported

  • IOS: 12.0+
  • Android: 10.0+

When I click Play button, why it prompts for the Select Plan page?

Playing our content requires subscription. It means ether your subscription is already expired or you did not subscriped to the application. To enjoy our content, you can proceed with the subscription by selecting the plan and proceed with the payment.

Subscribers that don't have subscription can still enjoy exploring our content and watch trailers.

Why the application is not working or crashing on my device?

First make sure your device and operating system version is supported by Star SineMax application.

Sometimes, the accumulated cache data of an app can cause it to stop working and it also happens when your device gets overloaded or has corrupted cache. This can be resolved by clearing the cache.

How to clear your iPhone cache
  1. Open the Settings app on your iPhone.
  2. Select Safari from the list of apps.
  3. Go to Advanced > Website Data.
  4. Scroll down and select Clear History and Website Data.
  5. Choose Remove Now in the pop-up box.
How to clear your Samsung application Cache
  1. Open Settings and select Apps.
  2. Find the app you want to clear, select it, and tap Storage.
  3. Tap Clear cache.
  4. If you want to delete all the data connected to that app, tap Clear data and then OK.

Other reasons why device is keep on crashing

  • Out of date application. Make sure you have the latest version of the applicaiton. You can fix this by downloading and reinstalling the latest version of the application.
  • Your device is not updated. You can fix this by installing the latest updates of your device.
  • No remaining storage. If your phone has less than 10% of storage remaining, consider uninstalling some apps or moving photos or videos to the cloud.
  • Application is not initialized properly. If you have an app that stops responding or closes unexpectedly, try this solution:
    1. Force quit the applicaiton.
    2. Restart the phone.
    3. Open the applicaiton and check if it works.
  • Check your internet connection. This applicaiton is dependent to internet to load and validate the certificate to play the content. Weak or fluctuating signal can interfere with app performance or crash.

For Android, you can refer to Fix an Android device that's restarting or crashing in Android Help center.

Why I cannot hear the sound of the movie I'm watching or cannot play the video?

Please check the following common reason why you cannot hear the sound of the movie you are watching.

  • Your device is connected to a bluetooth device. Try disable your bluetooth and play the movie again.
  • Your device is in silent mode. Turn off the silent mode and play the move again.
  • Make sure your devices have the latest update.
  • Make sure your device OS version is compatible with our application. See above for supported device version.

Can't sign in to Star SineMax?

It might be caused by the one of the following:

  • The password is case sensitive. Make sure you enter the password in correct casing. The 'MyPassword' is not the same as 'mypassword'.
  • The email/mobile you enter does not exist in our system.

In case you forgot your password, you can recover it by clicking the Forget Password link.

How to change your Star SineMax password?

  1. In the login screen, click the Forget Password link.
  2. In Forgot password screen, enter your email address and click Submit OTP button. Then wait for the OTP code in your email.
  3. Once your received the four digit OTP code, enter the code in the OTP screen and click Submit OTP button.
  4. In the next screen, enter your new password into the Password and Confirm Password fields then click the Reset Password button. When the reset is successful, it will redirect you to login screen.
  5. On login screen, enter your username and your newly created password to access your account.

Update plan or payment method

While you have existing subscription, you are not allowed to update your plan or payment method. Once your subscription expires, you can update or change your plan and payment method.

How to change my password?

  1. Open the applicaiton and login.
  2. On the bottom toolbar, click My Account icon.
  3. On the Change Password section, click arrow to expand the section.
  4. Enter your current password.
  5. Enter your new password.
  6. Confirm your new password by re-entering your new password.
  7. Click Save button to change your password.

How to edit my profile?

  1. Open the applicaiton and login.
  2. On the bottom toolbar, click My Account icon.
  3. On Account Information section, click the Change Information link to edit the your profile.
  4. In the Edit Account srceen, you can update your profile.
  5. Click Save button to save your changes.