Work through the checks
- Give the order reference if available.
- Include the purchase date, amount and purchase email through a private contact.
- Specify whether the request concerns a Hot IPTV subscription or a third-party app licence.
- Keep the receipt with the relevant service or software expiry record.
A player publisher handles its own app-store receipts.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.