To troubleshoot Disney Plus Skip Intro not working, restart the episode, reopen Disney+, and install available updates, or press S on the website when the skip action is available. Start with the player controls below, then move through the playback troubleshooting steps for your device. To keep watching immediately, use the forward control on mobile or the website to advance in 10-second increments.
The short version
- Website shortcut: Press S during playback to activate an available intro or recap skip action.
- Quick refresh: Restart the episode, then fully close and reopen Disney+ if the control still fails.
- App troubleshooting: Install available updates before clearing stored data or reinstalling Disney+.
- Keep watching: Use the 10-second forward control on mobile or the website to pass the intro manually.
| Fix or check | Where to use it |
|---|---|
| Press S | Website with an available skip action |
| Focus the button with Tab | Website when clicking fails |
| Advance in 10-second jumps | Mobile or website |
| Restart the episode | Mobile, desktop, or TV-connected player |
| Compare another title | Disney+ on Roku |
| Reopen Disney+ or the browser | Supported apps or desktop website |
| Force-close the app | Unresponsive iPhone or iPad app |
| Force-stop the app or restart | Google TV |
| Restart the app or device | Roku player or Roku TV |
| Cold-boot the TV | Samsung smart TV |
| Restart with the remote | Fire TV with a compatible remote |
| Install the app update | Android phone or tablet |
| Check app and system updates | iPhone or iPad |
| Update apps and system software | Google TV |
| Update Disney+ and system software | Roku |
| Update TV software | Compatible Samsung TV |
| Check connectivity and other apps | Skipping accompanied by streaming failures |
| Restart the device and network equipment | Continuing buffering or freezing |
| Clear app cache and data | Android models with the documented menus |
| Clear app cache and data | Fire TV models with the documented menus |
| Reset Disney+ app data | Google TV |
| Check JavaScript and cookies | Desktop website |
| Delete cookies and cached files | Desktop Chrome |
| Check interfering browser software | Computer playback that freezes or turns blank |
| Delete and reinstall Disney+ | iPhone or iPad |
| Resolve app deletion restrictions | Restricted or managed iPhone or iPad |
| Delete or reinstall Disney+ | Compatible Samsung TV |
| Refresh the affected device’s sign-in | Devices listed in your Disney+ account |
| Compare another playback device | Another supported device or browser |
| Contact Disney+ support | Persistent failures |
Try the skip control another way
On DisneyPlus.com in a supported desktop browser, press S during playback to activate Skip intro or Skip recap when that action is available. Shortcut availability varies by browser and platform. If clicking fails, press Tab to move through available buttons, or Shift + Tab to move backward, then press Enter when the skip button has focus.
Keyboard navigation cannot create a missing skip control. To pass the intro manually on mobile or DisneyPlus.com, select the forward-jump button beside Play/Pause to advance 10 seconds. On the website, you can also press Right arrow repeatedly, then press Left arrow to move back 10 seconds if you go too far. Live content may restrict seeking.
Restart the episode and compare playback
Select Restart during playback, then retry the intro. On mobile, the control is at the bottom of the player. On desktop and TV-connected devices, it is beside Play.
On Roku, play another title in Disney+ and check its available controls. Comparing titles helps narrow down the problem, but it does not establish that every title should have Skip Intro. If multiple titles fail to play properly, check with Disney+ about a service interruption.
Fully reopen Disney Plus or restart your device
Fully exit Disney+, close other running programs, then reopen Disney+ and retry playback. On a computer, restart the browser. If the iPhone or iPad app is unresponsive, open the app switcher by swiping up from the bottom or double-clicking Home on models with that button. Find Disney+, swipe its preview upward, then reopen it.
For Google TV, open Settings > Apps, select Disney+ under Recently opened apps, then select Force stop and OK. Reopen Disney+ and retry playback. To restart the device, open Settings > System > Restart, then select Restart. Manufacturer menus can differ.
On Roku, highlight Disney+ on the Home screen, press Star, and select Restart if offered. If that option is missing, restart a Roku player through Settings > System > System restart. On a Roku TV, use Settings > System > Power > System restart.
With a Samsung smart TV turned on, hold the remote’s Power button until the TV turns off and back on. Alternatively, unplug the powered-on TV, wait 30 seconds, reconnect it, and turn it on. On Fire TV with a compatible remote, hold Select or OK together with Play/Pause to force a restart, then reopen Disney+.
Install available app and system updates
On an Android phone or tablet using Google Play, open Google Play Store, select your profile icon, and open Manage apps & device. Under Updates available, tap See details, then tap Update beside Disney+.
On a supported iPhone or iPad, open App Store, tap your profile icon, then tap App Updates and install an available Disney+ update. If none is available, check the device’s system software for updates.
For Google TV, search the TV for Google Play Store and open it. Select your profile picture, then select Manage apps & games > Updates > Update all. Check the operating system through Settings > System > About > System update.
On Roku, highlight Disney+ on the Home screen, press Star, and select Check for updates. For Roku system software, open Settings > System > Software update > Check now. On a compatible Samsung TV, open Settings > Support > Software Update > Update Now, and let the update finish before retrying Disney+.
Check the connection when skipping freezes playback
If selecting the skip control causes buffering or freezing, test your internet connection and compare playback in another app. When other apps also fail, investigate the connection with your internet provider. On a cellular connection, try Wi-Fi.
For continuing streaming problems, turn off the playback device, modem, and router. Restart the modem first, then the router, then the playback device, and reopen Disney+. These checks address streaming failures that accompany the skip problem.
Clear stored app data
Clearing cache and data removes Disney+ cached files and stored app data. On Android phones and tablets with these labels, open Settings > Apps > Disney+ > Storage, then tap Clear Cache followed by Clear Data. Reopen Disney+ and sign in if requested. If your model lacks this menu, continue with the other troubleshooting options.
Clearing Fire TV app cache and data removes Disney+ cached files and stored app data. On Fire TV models with these settings, open Settings > Applications > Manage Installed Applications > Disney+, then select Clear Cache and Clear Data. Reopen Disney+ afterward.
Resetting Google TV app data may remove local settings and sign-in state. Open Settings > Apps > See all apps > Disney+ > Clear data. Open Disney+ again and sign in if required.
Check browser permissions and stored data
Disney+ requires JavaScript and cookies to be enabled for website playback. In Chrome, open More > Settings > Privacy and security > Site Settings > Javascript, then select Sites can use Javascript. In Edge, open Settings > Privacy, search, and services > Cookies, then enable Allow sites to save and read cookie data (recommended).
Deleting Chrome cookies signs you out of affected websites and removes the selected browsing data. Open More > Delete browsing data, choose All time, and select Cookies and other site data plus Cached images and files. Select Delete data, then reopen DisneyPlus.com and sign in.
If computer playback also freezes or turns blank, check for interference from a content filter, proxy accelerator, pop-up blocker, or ad blocker. Temporarily disable the suspected component using its own controls and retry Disney+. Contact Disney+ support if the responsible component is unclear.
Reinstall the app or refresh the device sign in
Deleting Disney+ on iPhone or iPad removes its app data. Touch and hold Disney+, tap Remove App, then Delete App and Delete. Reinstall it from the official Disney+ App Store listing and sign in.
If parental controls prevent deletion on iPhone or iPad, check those controls and choose Allow under Deleting Apps. If organizational device management prevents removal, contact the device administrator. Removing only the Home Screen icon does not reinstall Disney+, so use the app deletion option before downloading it again.
Deleting Disney+ on a compatible Samsung TV removes the app. Open Apps and its Settings icon, select Disney+, then select Delete twice. If deletion is unavailable, select Reinstall instead. After deletion, press Return, open Search, find Disney+, and select Install.
You can also refresh the affected device’s sign-in through your Disney+ account. Sign in only through Disney+’s own app or website, and never share a code, password, or remote access with someone who contacts you.
Logging out deletes downloaded videos on the affected device. Sign in at Disney+’s official website, then select Profile > Account > Access & Security > Manage Devices. Select Log Out for the affected device, then reopen Disney+ on that device and sign in again.
Compare another device and contact Disney Plus
Play the same episode on another supported device or on DisneyPlus.com and compare the available skip controls. Use this comparison to narrow down the problem or as a temporary way to keep watching.
If the failure continues, open the Disney+ Help Center and select Get in touch. Report the title and episode, playback device, app version, and whether you are streaming or watching a download. Explain whether the skip button is missing or visible but unresponsive so support can distinguish the two problems.
Frequently Asked Questions
What should you try if the problem affects a downloaded episode?
Removing the download deletes that local copy of the episode. On a supported download-capable device with an eligible plan, open Disney+, select Downloads, tap the series, then tap the device/check-mark icon beside the episode and select Remove Download. Open the episode’s listing and tap Download to obtain another copy. Redownloading addresses offline playback problems but does not guarantee a Skip Intro repair.
Can you cast Disney Plus instead of using the TV app?
Yes, you can try a supported Chromecast or AirPlay configuration as another playback route, although skip behavior is not guaranteed. Keep the sender and receiver on the same Wi-Fi. For Chromecast, open Disney+ on a supported mobile or web device, choose a title, select PLAY, select the Chromecast icon, and choose the receiver. For AirPlay, open the iOS app, choose a title, tap Play, tap the Airplay icon, and choose the Apple TV.
Will an update fix the issue on a first generation Chromecast?
Disney says first-generation Chromecast no longer receives updates. Try a currently supported receiver or another supported playback device instead of relying on an update for that generation.
Does offloading Disney Plus on Apple TV clear its app data?
No, offloading retains app data. Deleting Disney+ removes the app and its data. On the current Apple TV 4K interface, highlight Disney+ on the Home Screen, hold the remote’s clickpad or touch surface, then select Delete App followed by Delete. Find Disney+ in App Store and select Install to download it again.