Start with an access need
When selecting a programme for someone else, ask whether they need dialogue text, a sign-language interpreter or descriptions of visual action. The three options solve different problems. STV's accessibility guidance points to dedicated programme categories where relevant versions can be found.
Select the exact programme and episode from the appropriate category before the viewing session. This is more dependable than assuming the ordinary listing contains every possible track. A familiar poster can appear on different versions, so keep the version label as well as the title.
Open subtitles from the player
STV says subtitles can be enabled through the S or speech-bubble control when available. Open the player controls after the programme starts and inspect the offered language. Do this on the device that will actually be used, since mobile and connected-TV interfaces can differ.
If text is essential, check an ordinary dialogue scene rather than judging from a trailer or opening title sequence. Note whether subtitles are missing entirely, appear intermittently or use the wrong language. These observations identify different problems and give support a useful starting point.
An automatic option can differ from a direct language choice
For iPhone and iPad, STV documents a case in which selecting Auto does not display subtitles. Its advice is to choose English directly from the subtitle list. This is a focused player-setting check, not a reason to erase the device or create another account.
If the direct selection works, continue with that explicit track. If no track appears, return to the programme's accessible-version listing and confirm the correct episode. A default-setting problem and an episode without the required version should not be conflated.
Check support for the viewing device
STV's terms point to a current supported-device list. Use the provider's own links for the television or streaming box, especially when following an older installation guide. A mobile app installed on a television does not establish that its remote controls or captions are supported there.
When reporting an accessibility fault, provide the programme, episode, chosen version, device and app version. A short private screenshot can help if it shows a missing control, but remove personal account information. Retain the original message so support can distinguish login, location and player issues.
Questions about this guide
Can Auto fail while an English subtitle track works?
STV documents this on iOS and recommends choosing English directly when Auto does not show subtitles.
Is a signed version the same as subtitles?
No. Look for the version that matches the viewer’s actual access need.