We're sorry to hear that you're having trouble accessing offline videos from your Android mobile device. Please try the following troubleshooting steps to see if they help. If you continue to have trouble, feel free to send us an email.
- Make sure you have the latest version of the app downloaded to your device.
- Make sure you are logged into the app with your Superstar or Annual 2017 level Premium account. If you are already logged in with the correct account, please close and restart the app.
- Make sure you have sufficient space on your device to download video content.
- Make sure you have a reliable, strong WiFi connection when downloading. If you are downloading over your mobile carrier's network, please ensure you have at least a 4G connection.
- Delete and reinstall the app then sign back into your Premium account.