If your Clearplay filter settings load but nothing is being skipped or muted, follow the troubleshooting steps below in order.
Test playback after each section and stop when filtering works. If none of the steps resolve the problem, email care@clearplay.com with the information requested below.
Log Out and Log In
Go to https://web.clearplay.com.
At the top of the page, in the right corner, hover over the person icon and click Logout.
At the top of the page, click Log in.
Play the same movie or episode again. If filtering works, you’re done. If it still isn’t working, continue to the reset steps below.
Reset the Clearplay Extension to Default
WARNING:
This action will reset all filter settings to their default values. Any customization you have made to filters for movies or additional TV shows will be reverted to "on" (enabled).
Use the screenshot below to locate Options and click the Reset to default settings button.
Right-click the Clearplay icon.
Click Options.
Click Reset to Default Settings.
Reboot the computer.
Play the same movie or episode again. If filtering works, you’re done. If it still isn’t working, continue to the removal, cache-clearing, and reinstallation steps below.
Remove Clearplay, Clear Chrome Cache, Reinstall Extension
Remove the Clearplay extension: Right-click the Clearplay icon and select Remove.
Before clearing browser data:
Selecting All Time and the three categories below removes your browsing history, cookies and other site data, and cached files. You may be signed out of websites, so make sure you can sign back in.In your Chrome browser's address bar, go to:
chrome://settings/clearBrowserDataChange the Time range to 'All Time.'
Select Browsing History
Select Cookies and other site data
Select Cached images and files
Click Clear data.
When clearing the cache for Chrome is finished, install all updates available for Google Chrome.
Install Google Chrome Updates:
https://support.google.com/chrome/answer/95414?hl=en&co=GENIE.Platform%3DDesktop
After all updates for Chrome have been installed, reboot the computer.Only open Google Chrome.
On your Chrome browser, type (or copy and paste) into your address bar chrome://extensions/.
Disable all extensions.Reinstall Clearplay from the Chrome Web Store. Click Add to Chrome, then click Add extension to install and enable Clearplay. Complete this step before signing in and testing playback.
Go to https://web.clearplay.com. At the top of the page, in the right corner, click "Log in."
Play the same movie or episode again. If filtering works, you’re done.
Filters Still Aren’t Working?
If the troubleshooting steps above didn’t help, email care@clearplay.com with the details requested below so our filter team has the information needed to investigate.
The questions below explain what to include in your email. They are not additional troubleshooting steps.
Movie or TV Episode
What movie or TV series, season, and episode were you watching?
Streaming Service
Which streaming service and subscription plan were you using?
Expand this to find your streaming service and subscription plan.
Which streaming service were you using when the problem occurred?
Apple TV
Disney+ (Expand below for plans)
HBO Max (Expand below for plans)
Netflix (Expand below for plans)
Amazon
Prime Video Store (Amazon’s rent-and-purchase streaming platform)
Amazon Prime ($4.99/month Ultra subscription required for filtering)
The Apple TV Channel for Amazon Prime
The HBO Max Channel for Amazon Prime (Expand below for plans)
The Paramount+ Channel for Amazon Prime
Expand your streaming service below to view its subscription plans.
Disney+
What is the name of your Disney+ subscription?
Disney+, Hulu & ESPN Bundle Plans
Disney+, Hulu Bundle
Disney+, Hulu Bundle Premium
Disney+, Hulu, ESPN Select Bundle
Disney+, Hulu, ESPN Select Bundle Premium
Disney+, Hulu, ESPN Unlimited Bundle
Disney+, Hulu, ESPN Unlimited Bundle Premium
Disney+, Hulu, HBO Max Bundle Plans
Disney+, Hulu, HBO Max Bundle (With Ads)
Disney+, Hulu, HBO Max Bundle (No Ads)
Disney+ Standalone Plans
Disney+
Disney+ Premium
You can confirm which subscription you have by going to this link:
HBO Max (play.hbomax.com)
What is the name of your HBO Max subscription?
Bundles
Disney+, Hulu, HBO Max Bundle (With Ads) ($19.99/month)
Disney+, Hulu, HBO Max Bundle (No Ads) ($32.99/month)
Monthly
Basic With Ads ($10.99/month)
Standard ($18.49/month)
Premium ($22.99/month)
Yearly
Basic With Ads ($109.99/year)
Standard ($184.99/year)
Premium ($229.99/year)
You can confirm which subscription you have by going to this link:
Netflix
What is the name of your Netflix subscription?
Standard with Ads ($8.99)
Standard ($19.99)
Premium ($26.99)
You can confirm which subscription you have by going to this link: https://www.netflix.com/ChangePlan
The HBO Max Channel for Amazon Prime
What is the name of your HBO Max Channel subscription?
HBO Max Basic with Ads ($10.99/month)
HBO Max Standard ($18.49/month)
HBO Max Premium ($22.99/month)
HBO Max Standard & Cinemax ($22.99/month)
You can confirm which subscription you have by going here.
Computer
What type of computer are you using?
PC
Mac
Chromebook
Chromebook users: Please read our Supported Devices FAQ.
Watching on a TV
Were you watching on a TV? If so, how was your computer connected to it?
Roku
Apple TV
HDMI cable
Chromecast
Internet Browser
Which browser are you using?
Tusk
Brave
Opera
MS Edge
Google Chrome
Not Using Google Chrome? Read this FAQ Article: Recommended Browser
Extensions
In your browser’s address bar, enter chrome://extensions/.
What extensions do you have installed?
Browser Version
Click to Expand — What version of Chrome are you using?
In your browser’s address bar, enter chrome://settings/help.
Some computers cannot update Google Chrome correctly and still display the message, “Chrome is up to date.”
We need the Chrome version number, not the “Chrome is up to date” message.
Please include in your email the version of Chrome you are using.
Clearplay Extension
Right-click the Clearplay extension icon. Click Options. What is the version number?
