Contact Information
Sales Hotline:     1-866-775-4008
Customer Service Hotline:   1-866-775-4008

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Frequently Asked Questions (FAQ)

1. What is Suncastv?
2. What are the Services offered by Suncastv?
3. How can I get subscription with Suncastv?
4. Can I cancel my subscription anytime?
5. Will I be able to create my own user name and password?
6. What is the reason why the videos cannot be downloaded?
7. What are the different subscription packages and how much are the subscription fees?
8. What should I do if I want to change my personal information?
9. What Credit Cards that are accepted for payments?
10. What are the common types of credit card error codes?
11. What is the service cancellation and return policy of the set-top-box?
12. What is "Recharge my account"?
13. Can I use another Credit Card to recharge my account?
14. Do you provide billing history?
15. What are Video on Demand (VOD) Programs?
16. What are Pay-Per-View (PPV) Programs?
17. How much is the cost for each Video on Demand or Pay-Per-View movie or event?
18. What will I do to subscribe to Video on Demand or Pay-Per-View service?
19. Where can I watch Video on Demand or Pay-Per-View movie or event?
20. What is the duration for each subscription of Video on Demand movie or Pay-Per-View event?
21. I want to change my email address and/or User ID/password, what will I do?
22. I forgot my User ID or password, how will I get access to my account?
23. What is the reason why I cannot log in after I entered my User ID and password?
24. What is the minimum internet speed required to watch SuncasTV programs?
25. Why are the programs always buffering when I am watching them? How do I know if my internet speed is fast enough to watch your programs?
26. Do I need to login before watching your programs?
27. Why is my account locked? How can I unlock it?


1. What is Suncastv?
SUNCASTV provides live TV broadcasting and movies on demand through the internet to your home television and mobile devices.

2. What are the Services offered by Suncastv?
Suncastv offers Asian American TV Programs, movies and live events, including but not limited to sports, concerts, talk shows, news programs, drama series, sitcoms, documentaries, comedy shows and many more. These media contents can be watched not only through one’s PC and or Television Sets.

3. How can I get subscription with Suncastv?
a) Registration.
Go to the subscription page and fill-up all the details.

b) Personal information, Subscription Package and Payment.
After filling out the required information in the Subscription page, you will find 4 different packages for you to choose. Option1:Watch free content on Suncastv.com ($0), Option 2:Watch free content on Suncastv.com and on TV via the Set Top Box($175 deposit), Option 3:Watch free content on Suncastv.com + purchase $10 credit for use on Paid Content ($10), Option 4:Watch free content on Suncastv.com and on TV via the Set Top Box($175) + purchase $10 credit for use on paid content. We accept credit cards (Visa, Master Card, and American Express) and debit cards as the payment method. You need to enter your credit/debit card information only if you have chosen a package that requires a payment. Our system is secured and all your personal and billing information will be saved for internal purposes only. After completing all the information and choosing a package , just click the “Submit” button to finish the subscription process.

c) Watching programs.
Once your registration is successful, you will receive an email containing your User ID and password. You may start watching all our free programs online or through your TV with the Set Top Box. You may also start subscribing our Video on Demand and Paid Per View programs as well as your capability to have additional channel package at your own choice.

4. Can I cancel my subscription anytime?
Yes, there is no contract for subscribing Suncastv service.

5. Will I be able to create my own user name and password?
No, the username and password are automatically generated and will be sent to the Customer-provided email address once the subscription process is completed.

6. What is the reason why the videos cannot be downloaded?
We are concerned with your satisfaction but due to Internet licensing restrictions, our videos cannot be downloaded.

7. What are the different subscription packages and how much are the subscription fees?
Different subscription package are listed on the “Services” page.

8. What should I do if I want to change my personal information?
First, you need to login your account using your User ID and password. Then you can go to "My Account" ----> "Edit my details" to change your personal information.

9. What Credit Cards that are accepted for payments?
The following are the acceptable credit cards for payments:
- Visa debit and credit card
- MasterCard debit and credit card
- American Express Credit Card

Debit/Credit Cards need to provide their Card Security Code usually a 3 or 4 digit number printed on the signature field at the back of the card.

For debit cards, your card must have a card security code (CSC). The CSC is usually a 3 or 4-digit number that is not part of the credit/debit card number. This is usually printed on the signature field at the back of the credit card.

10. What are the common types of credit card error codes.
The common credit card errors during the process of payment transactions are as follows:

Declined.
This could be due to erroneous credit card number, over your credit limit or insufficient fund. If you think you entered the correct credit or debit card number or you believe that you still have credit or fund available to your credit or debit card, you need to call your card issuer.

Invalid account number.
Make sure that you entered your correct account number.

Invalid expiration date.
Your card is good through a certain date which is the expiration date. Make sure that you entered it correctly.

Card Security Code (CSC) Mismatch.
This is usually a 3 or 4 digit number that is not part of the credit card number. It is usually printed at the signature field at the back or your card. However, American Express normally has a 4 digit number printed on the front of the card. Make sure that you entered said numbers correctly.

11. What is the service cancellation and return policy of the set-top-box?
Cancellation can be made anytime with forfeiture of any credit left in the subscriber's account. Refund will be given only if the SunBox is returned to Suncastv 15 days from the Sunbox delivery day. The returned Sunbox should be in workable condition without any physical damage in order to receive a full refund. There will be $30 handling fee for any returned set-top-box. Any serious scratches will cost a $50 deduction from the refund amount. After Suncastv has received the returned SunBox, please allow 15 to 30 business days before Suncastv can issue the refund. Refund will be in the form of a check.

12.What is "Recharge my account"?
Before you can watch our Video On Demand and Pay Per View programs, you need to have credits in your account. You can purchase the credits when you register in the subscription page, or purchase it in the "My Account" page as often as you like after you have registered. Adding more credits to your account is known as recharging your account.

13. Can I use another Credit Card to recharge my account?
Yes, you can recharge your account with the initially provided credit card or you can provide a new credit card information in the "Recharge my Account" page.

14. Do you provide billing history?
Yes, just log on to your Account on the website.

15. What are Video on Demand (VOD) Programs?
These are programs or movies that require you to pay every time you want to watch them. It can be rewind, stop, forward, and pause and can be watch anytime as you wish.

16. What are Pay-Per-View (PPV) Programs?
Pay-Per-View programs are media contents that are live like sports and concerts. You need to pay for each PPV program.

17. How much is the cost for each Video on Demand or Pay-Per-View movie or event?
The cost of each movie is different from each other. Just click the Video on Demand or Pay-Per-View movie or event at Watch Online page and it will tell you the cost before you confirm watching it.

18. What will I do to subscribe to Video on Demand or Pay-Per-View service?
Just click and confirm that you want to watch the Video on Demand movies or Pay-Per-View programs, then you can start watching. The prepaid credit in your account will be deducted accordingly for every Video on Demand and Pay-Per-View content that you will watch.

19. Where can I watch Video on Demand or Pay-Per-View movie or event?
You can watch Video on Demand or Pay-Per-View movie or event online from our website or through your TV with our Set Top Box.

20. What is the duration for each subscription of Video on Demand movie or Pay-Per-View event?
For Video on Demand movie or program, it will be available for you to watch within a period of one month. After a month, you need to pay another subscription fee for the same Video on Demand Movie or program. Pay-Per-View are live events, the duration will depend on the duration of the event. You cannot rewind, stop, pause or forward a PPV program. Each PPV program can only be watched once per payment.

21. I want to change my email address and/or User ID/password, what will I do?
You can change your account information by calling customer service at 866-775-4008 for assistance, however, you will not be able to change the User ID or password.

22. I forgot my User ID or password, how will I get access to my account?
You can go to the member login page, click on "Click here to be sent a reminder."link, enter your email address that you have provided during registration process and a message containing your User ID and password will be sent to yor email address.

23. What is the reason why I cannot log in after I entered my User ID and password?
There may be several reasons why you cannot log in after you entered your User ID and password:

1. Double check if you typed in your User ID and password correctly.

2. If you are using Internet Explorer , the login page cookie maybe blocked. Please refer to the "Login Help" page for further instruction. "Login Help".

If you still don't know why you cannot login, please call customer service at 866-775-4008 for assistance.

24. What is the minimum internet speed required to watch SuncasTV programs?
The minimum internet speed requirement is about 1Mbps. It also depends if you are connecting multiple computers to your internet network or if you are continuously downloading with your computers, which will require a faster internet speed (1.5Mbps or higher) in order to watch SuncasTV programs smoothly. Click here to check your internet speed now.

25. Why are the programs always buffering when I am watching them? How do I know if my internet speed is fast enough to watch your programs?
If the programs are always buffering, that means your internet speed is not fast enough. To check your internet speed, you can go to our speed test site. The download speed must be at least close to 1Mbps in order to watch our programs smoothly.

26. Do I need to login before watching your programs?
You dont need to login to watch most of the SuncasTV programs. You will be asked to login only if you want to watch the SuncasTV Subscription programs or Paid-Per-View (PPV) programs. Most of the Subscription programs are FREE, if the Subscription programs require payment, the price will be listed after you login. You need to have pre-paid credits in your account before you can watch the non-free Subscription programs or PPV programs. To purchase pre-paid credits, you can go to “My Account” page and choose Recharge My Account.

27. Why is my account locked? How can I unlock it?
If you try to login but the following message shows up: “We were unable to log you in. This could be because the username and or password are incorrect, or because the account is locked (someone is already logged in). Please click here to unlock your account.”

That means your account is being locked (this may be caused by clicking the “Log in” button more than one time when you try to login). You can click on the “here” link and an unlock account pin will be sent to the email you provided when you registered. The ACCOUNT UNLOCK LOGIN page will show up telling you “Your unlock PIN has been sent to your email address successfully.” You can enter your username and the unlock pin you received on the ACCOUNT UNLOCK LOGIN page and click “Log in” button ONCE. Please note that the unlock pin only works on the ACCOUNT UNLOCK LOGIN page but not the Member Login Page. Your account information will show up after you have entered the unlock pin, meaning your account has been unlocked already. You can go back to Channel page and start watching the SuncasTV Subscription programs now. The unlock pin will expire once you have unlocked your account. Please use your original PIN to login next time.