FAQsDisney Support FAQs

If you're having trouble playing one of our DVDs or Blu-rays, the issue may be resolved with the following troubleshooting tips. If these tips do not resolve your issue, please contact us and we will be happy to provide further assistance.

You may be able to correct this issue with a simple disc cleaning.

To Clean Your Disc

  • With a soft, lint-free cloth, wipe gently in only a radial direction (a straight line between the hub and the rim). Never clean your disc in a circular direction.
  • Do not use strong cleaners, abrasives, solvents, or acids.
  • Do not use canned or compressed air, which can be very cold and may thermally stress the disc.
  • For stubborn dirt or gummy adhesive, use water, water with mild soap, or isopropyl alcohol. As a last resort, try peanut oil. Let it sit for about a minute before wiping it off.
  • There are commercial products that clean discs and provide some protection from dust, fingerprints, and scratches. Cleaning products labeled for use on CDs work as well as those that say they are for DVDs.

Some playback issues may be resolved by resetting your player.

To Reset Your Player:

  • Remove all discs from the player and turn it off.
  • Once the player is turned off, unplug it from the power source. No other cables need to be removed from the player or from other components of your home entertainment system.
  • Please wait five to ten minutes to ensure that your player has reset, and then plug it back into the power source.
  • After the player is plugged in, turn it on as you normally would, put the disc back into the player and see if it will load.

If your disc is scratched or damaged, you can get a replacement for a nominal charge of $6.95 per DVD. For more information on our Disc Replacement Program click here.

If you accidentally damage or break one of your DVD or Blu-ray discs, you can get a replacement for a nominal charge of $6.95 for per DVD and $8.95 for per Blu-ray disc.

US Consumers
Please send the damaged disc(s), a check or money order for $6.95 per DVD disc and $8.95 per Blu-ray disc (made payable to WDSHE) and a completed Disc Replacement Form to:

WDSHE Consumer Relations
Attn: Disc Replacement Program
P.O. Box 3100
Neenah, WI 54957

Canadian Consumers
Please send the damaged disc(s), a check or money order for $6.95 per DVD disc and $8.95 per Blu-ray disc (made payable to WDSHE) and a completed Disc Replacement Form to:

WDSHE Consumer Relations
Attn: Disc Replacement Program
P.O. Box 280
Fort Erie, On L2A 0A6

In rare circumstances, you might experience playback issues with a DVD or Blu-ray that has not been damaged. These issues can sometimes be resolved with a few simple troubleshooting tips. Please click the link that describes the issue you are experiencing.

DVD Playback Issues
Blu-ray Playback Issues

For more information on upcoming releases, please visit movies.disney.com.
Disc registration is now provided as a benefit of Disney Movie Rewards!

To register your DVD or Blu-ray disc, please visit www.DisneyMovieRewards.com. After you have signed in or signed up for your free account, click on "My DMR" and then click on "Disc Registration". If you already have an account with any other Disney website, just use that account information to join Disney Movie Rewards!

Maintaining your list of registered discs at Disney Movie Rewards will make it easy to use the Disc Replacement Program. Additionally, you’ll receive all the benefits of Disney Movie Rewards!

See why millions of fans have already joined:

  • Enjoy $200 In Magical Offers Plus FREE membership
  • Expand Your Library Get Disney DVDs as rewards
  • Explore Special Extras Upgrade your favorite DVDs to the ultimate Disney Blu-ray experience and save
For a full list of all Disney movies, please visit our All Movies List Page. To learn more about your favorite Disney movies, click on the title and find clips, cast information, Blu-ray and DVD bonus features, and more!

For a downloadable list of full-length animated features from the Walt Disney Studio, please click here (Adobe Acrobat Reader required).

For a downloadable list of full-length animated features from Pixar Studios, please click here (Adobe Acrobat Reader required).

Closed Captioning allows persons with hearing disabilities to have access to the Blu-ray disc or DVD by displaying the audio portion of the film as text on the video screen.

This logo indicates that the main programming is available with closed captioning. Additional information on the package indicates what other programming is closed captioned.

For additional information, visit FCC Consumer Facts-Closed Captioning

"SDH" subtitles appear as regular subtitles, including important non-dialog audio and speaker identification, useful when the viewer cannot otherwise visually tell who is speaking.

This logo indicates that SDH subtitles are available for the main programming. Additional information on the package indicates what other programming is available with SDH subtitles.

The Internet Movie Database (IMDb) is a great resource for news, trivia, quotes and other information about your favorite movies, TV shows, and actors. IMDb thrives on contributions from fans, so if you have a great quote or know a fun fact for your favorite movie, you can share it with the world! *

*As IMDb is not an official Disney site, we cannot vouch for the accuracy of information posted there; registration required to submit information to IMDb.

Programming your MICKEY MOTE is as Easy as 1, 2, 3!

First, use a screwdriver to open the compartment on the back of the MICKEY MOTE and insert two AAA batteries (not included).

Now, turn ON your MICKEY MOTE by pressing and holding down any two buttons until the green light between the ears comes on.

Place the MICKEY MOTE and the DVD Remote Control on a flat surface about 3 inches apart, with the top-front of the remotes touching each other.

  1. Press the UP button on your DVD player’s remote control 4 times slowly. After each of your first 3 presses, the green light on the MICKEY MOTE will go off – then come back on.
  2. After the fourth press, the green light will flash quickly, then turn off and come back on. Good job! You’ve just programmed the UP arrow!
  3. Repeat steps 1 and 2 for each of the remaining buttons on your DVD player’s remote control – DOWN, LEFT, and RIGHT – in that exact order. Once all 4 arrows have been correctly programmed, the green light will flash quickly and then stay off.

Don’t worry if you make a mistake. If an error occurs, a red light will come on, flash slowly and then go off. Then the green light will come back on. Just repeat the set-up for that arrow button. Previously learned arrows don’t need reprogramming.

If you are having troubles programming your MICKEY MOTE, try the following tips:
  • When pressing the buttons on your remote control, press the buttons firmly and slowly, with a solid pause between each button press.
  • As all DVD player remote controls are different, a distance of 3 inches apart between the remotes may not be ideal. Try programming the MICKEY MOTE with both remotes nearly touching. If this does not work, gradually place the remotes further apart with each attempt.
  • If your remote still fails to program, you can always use your standard DVD remote control in place of the MICKEY MOTE. The UP, DOWN, LEFT, and RIGHT arrows on your remote control will correspond to the same buttons on the MICKEY MOTE. You can also Contact Us for more troubleshooting tips. When contacting us, please be sure to include the make and model of your DVD player.
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