Attention:
Technical and hardware support is exclusively available for our filtering Blu-ray player.
Please note:
Technical support, including FilterStik downloads and hardware assistance, is no longer available for DVD player models 747, 427, or any earlier models.
Filter downloads and hardware support are only provided for our Blu-ray player.
To purchase the Blu-ray player, see the FAQ article: How Can I Buy a Clearplay Blu-ray Player?
Phone Support for the 1126 Blu-ray Player
Clearplay agents on email and social media aren’t trained to provide technical support for our DVD and Blu-ray players. However, our tech support phone agents are specifically trained to assist with the 1126 and 888 Blu-ray models. They can provide support for the following:
Filter settings.
PIN assistance.
Replacement remote controls.
Filter downloads for the Blu-ray player.
Player setup, registration, and activation.
Hardware troubleshooting and support for the Blu-ray player.
Technical and Hardware Support Hours
Our Support Hours for Blu-ray Players Are:
Monday-Saturday
10 AM-6 PM (Mountain Time)
888-425-3270 (We’re closed on July 3rd & 4th, Thanksgiving, and Christmas)
Tech Support for DVD and Blu-ray Players Outside the United States
If you live outside the United States and use a Clearplay DVD or Blu-ray player, technical support is unavailable because our filters are tailored for DVD and Blu-ray Discs manufactured in the United States.
Every DVD and Blu-ray disc includes an embedded Disc ID number. Our filters are linked to this ID number, not the movie title, since multiple movies can share the same name.
DVD and Blu-ray discs produced outside the United States contain Disc ID numbers our player does not recognize. When this happens, the player displays a message indicating that the disc in the player is not filtered.
For this reason, seeing a movie listed on our DVD and Blu-ray Filter Lookup page does not mean the version of the disc produced outside the United States will work. The Disc ID must match the U.S. disc we tested. In the rare case where a filter does load, the timing of the mutes and skips will not match the content.
Important Changes for DVD and Blu-ray Users (Effective January 2021)
Feature Requests
We discontinued software updates for the Blu-ray player in 2015. New settings and features are no longer developed or added.
Filter Production for TV Shows on DVD
Technical support for TV shows on DVD has been discontinued.
Filter production for TV shows on DVD was discontinued in 2017, and TV show filters are now created only for streaming platforms.
FilterStik USB Drive Support and Filter Downloads
We no longer provide support for DVD player models 747, 427, or earlier models, including downloading filters to a FilterStik USB drive.
We have retired Filter downloads for the FilterStik USB drive. Filters for physical media are only available for the Blu-ray player. For purchase details, see the FAQ article
Fixing Early or Delayed Mutes and Skips
We have discontinued fixing mutes and skips that are out of sync for DVD and Blu-ray movies that have been available on home video for more than 12 months.
Filter Doesn’t Load (Movies Only)
If your Blu-ray player does not prompt “Clearplay,” or only shows “Normal Play,” follow these steps:
Check the DVD or Blu-ray movie list website
Make sure the movie is listed on the DVD or Blu-ray movie list site.If the movie is listed and your player does not load a filter
Email the following information to care@clearplay.com:
Movie name
Disc type, DVD or Blu-ray
Player type, DVD or Blu-ray, and model number, check the back of the player, 427, 747, or 1126
Important
Movies from the public library are not supported.
Multi-movie DVDs are not supported.
Multi-sided DVDs are not supported.
Movies split across multiple discs are not supported.
Filter Requests and Filter Production for Movies on DVD and Blu-ray
Filter Requests:
We no longer accept or track filter requests for movies on DVD or Blu-ray.
New DVD and Blu-ray filters are selected from movies we have already filtered for Streaming. Not every movie filtered for Streaming will also be filtered for DVD or Blu-ray.
Filter Production:
We’ve significantly reduced filter production for movies on DVD and Blu-ray. We only create filters for physical media after we’ve created a streaming filter for the same movie. Not every streaming filter is selected for DVD or Blu-ray.
We appreciate your loyalty and support, including those of you who have been with us for more than 20 years. We recognize our current direction no longer meets the needs of many DVD and Blu-ray users, and we understand your frustration.
When we introduced our Blu-ray player in 2015, the physical media industry was already in decline. The closures of Blockbuster, Hollywood Video, and other DVD and Blu-ray rental stores reflected a long-term shift away from physical media.
The pandemic accelerated this shift in 2020. As theaters closed and families spent more time at home, streaming services expanded rapidly. Demand for streaming filters grew substantially, while demand for DVD and Blu-ray filters continued to decline.
Since January 2021, we’ve focused on streaming to reflect how most of our customers watch movies and TV shows. Giving physical media equal attention would require moving time and resources away from producing streaming filters.
We understand this leaves fewer new filters for customers who prefer DVD and Blu-ray. Streaming will remain our priority.