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FUNimation.com FAQ

Here you can find answers to questions about how the board works. Use the links or search box below to find your way around.

Site Issues 9/20

We are aware that some users are experiencing issues on our site. These issues are primarily log in and subscription issues. If you are experiencing any issues with these things, please make a new ticket with the reason code "Subscription Access" You can also follow our thread for the issue here: http://www.funimation.com/forum/showthread.php?5178

iOS 8 App Crashes

We are aware that there is an issue where the app will crash constantly in iOS 8. A fix is already undergoing the approval process with Apple and should be available to download soon. Thank you for your patience.

Player Update 6/27

We have updated our video player! If you are experiencing any video player issues, please delete your browser cache to see the updated player. If you are still experiencing difficulties after this, please put in a ticket with the reason code “Playback Issue”.

Please read the FAQ

Please read our FAQ before filling out the form on the Support page. Your question just might be answered on it! ^_^

Haven't Heard From Support

The expected turn-around for most issues is 2-3 business days (though you may hear back much sooner!) There will be a slight technical support delay beginning 8/22. Tickets are expected to be answered within 3-5 business days, instead of the normal 2-3. Please do not submit multiple tickets about the same issue. If it has been more than 5 business days and your support request has not been answered, please let us know on our forums, here: http://www.funimation.com/forum/showthread.php?5058-Support-Delay-8-22

Blank/Black Player

We have recently updated our video player. If you are seeing a blank player, or if you attempt to play a video and the video does not play, please try refreshing your browser a few times. If this does not resolve the issue, please clear your browser’s cache. If this also does not resolve the issue, please make a new ticket with the reason code “Other Video” and we will be happy to further assist you.

Can't Log Into Shop

If you are unable to log into the Shop portion of the site, but CAN log into the rest of the site, please submit a ticket with the reason code "Other Technical". We should be able to resolve most of these type of issues in a business day or less at this time.

Just Subscribed, EVS Doesn't Work

We are experiencing an issue where some users are signing up for EVS and then are unable to immediately watch EVS videos on the site. If you have been able to log into the shop site, confirm your EVS subscription and receive a receipt for this transaction, please make a ticket about this issue under reason code "Subscription Access". We do not have any user-side work arounds for this issue, but we can resolve the issue in most cases from our side at this time.

iOS - Scrolling

We’re aware that there’s currently an issue with scrolling and the loading of additional episodes on the app. We are working with Phunware, the app’s developer, to address and resolve this issue. You can see the latest updates to this issue in our forum thread, here: http://www.funimation.com/forum/showthread.php?3150

Buffering Issues

We have made several changes to our infrastructure that have resolved the previous buffering issues. However, we are aware that there are still a very small number of user experiencing buffering. Please make a ticket if you are experiencing this issue, as we have some questions we would like to ask you about your experience, via e-mail. You do not need to provide any information in your ticket aside from the fact that you are experiencing buffering-- however, please be sure to note what device (computer, mobile/table app/Roku/Xbox) you are experiencing buffering on, or select the correct ticket reason. Thanks!

Profile widget

If the user removes a widget from their profile and refreshes or navigates away from the page, the widget that was removed is back and in its original place. We are currently working on this issue.

Shop loses styling in IE9

The shop doesn't load the style sheet when viewed in Internet Explorer 9 for some users. This causes the page to render using default text and image placement and the page becomes unusable. If you are affected, please use an alternate browser such as Firefox or Chrome, until the issue is fixed.

Roku Queue

Because we have launched our new website, the Queue feature is not working currently. This is because the old Queue worked by using the old site’s favorites feature. Since the new site has an actual Queue, this means that we’ll be able to sync it with the Queue on your Roku. We’ll have this feature up soon, but unfortunately, do not have an ETA on it. Please do not submit a support ticket about this.

Xbox App issues

Please go here for a complete list of all known issues with the Xbox app. If the behavior you are encountering is not listed, then please submit a ticket with "Technical - Xbox App" as the reason for contact.

Charged twice for pre-order

Your card is actually only being charged once. When you purchase a pre-order from the FUNimation Shop, your card will be pre-authorized, which means that it will appear as if you have been charged for the title. The pre-authorization charge should drop off of your card after approximately 10 days after you have sent in your pre-order. The full purchase amount of the pre-order will not actually be processed and charged to your card until your pre-order has been shipped. Find out more

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