Android FAQ

Last updated: 7/26/2013
  1. What does Premium Membership get me?

    • Instant access to the latest videos.
    • Watch without commercial interruption.
    • Watch over your choice of 3G, 4G or WiFi.
    • Know that your money is going back to the Anime and Drama creators.
  2. Why isn't the video playing?

    If you get a message that says "Sorry, this video cannot be played", this means that either:
    • Your device has an unstable connection. All you can do to resolve this is to make sure your connection is as stable as can be and try again.
    • If the problem occurs even when you are on a stable WiFi connection, your device may be unable to decode the video. When this happens, you should contact us to tell us the specific video you had trouble with, as well as what Android device you are using, so we can look into it.
    If you are not a premium member and it asks you to upgrade in order to watch, that means that either:
    • The video is is only available to Premium Members at this time.
    • You are trying to stream over 3G/4G when normal users can only watch the videos over WiFi.
  3. Why does it tell me to upgrade to watch this video when I have Premium Membership?

    First and foremost, you need to make sure you have the correct membership type. If you are watching Anime videos, you need Anime Membership while, if you are watching Drama videos, you need All-Access Membership which covers premium access to both Anime and Drama. If you do have the correct membership type, you should try logging out and logging back in to resolve this issue.
  4. Why am I unable to play a video that was recently released?

    There may be a 2-7 hour delay from when the videos are released on our site and released to our various apps due to production delays. Though, generally, the videos are released across all platforms at the same time.
  5. Why can't I log in?

    First off, there is currently a bug where having certain special characters in your password will cause the login to fail. So you should try changing your password to something that doesn't contain any special characters you may be using to see if that rectifies the problem. If that is not the case, you will need to make sure that you are entering in the correct information. You can do this by using the Password Reset Form to create a new password and trying again.
  6. Some or all of the shows and videos aren't showing up, what should I do?

    When this happens, try logging out and back in. If that does not work, try going to Android > Settings > Applications and clearing the app data for Crunchyroll. And if that does not work, please contact us.
  7. Why don't you have such and such show?

    In order to provide a specific show here, we need to first obtain the proper online distribution rights from the right holders of the show. While we continue working to obtain more and more titles, there is no guarantee that we will be able to provide any specific show.
  8. Why aren't all of the features available on the website, not available through the app?

    Sometimes new features from our website take some time to port over to our Android app. However, we are working to add them in as soon as we can.
  9. I tried everything listed here but I'm still having problems, what's next?

    When all else fails, we suggest uninstalling the app and reinstalling it from the market. And, if that doesn't resolve the problem you may contact us or check out our forum for more help.