Buffering or stalls
Compare the same stream on another channel and at a different time. Restart the player, test wired connectivity and compare speed on the TV itself.
Explore guideFind the cause faster
IPTV Troubleshooting Hub
Work through player, network and account issues with symptom-led IPTV checks.
Four subscription terms Device-specific help Direct support
Smart TV, Fire TV and mobile 1, 3, 6 and 12 months Reseller credit packages WhatsApp and email support
Explore the library
Practical guides in this section
Black screen with audio
Try an alternate decoder or stream format in the player. Update the player and compare another supported device.
Explore guideInvalid account login
Check uppercase letters, expiry date and the server URL from your order message. Paste credentials carefully and contact support if they remain rejected.
Explore guideVideo plays without sound
Check TV mute, output format and alternate audio tracks. Try another channel to distinguish content audio from device settings.
Explore guideLive sport freezes
Test signal strength and compare a lower-resolution variant if offered. Move from Wi-Fi to Ethernet and test before the next event.
Explore guideTV guide is blank
Reload EPG data and inspect channel-to-guide mapping. Check date and time zone on the device.
Explore guidePlaylist will not load
Check internet access and ensure the URL has not been truncated. Test a second supported player without publishing the private URL.
Explore guideStream gives an error
Note the exact error and whether other categories load. Send support the channel name and approximate time, without sharing credentials publicly.
Explore guideCategory looks empty
Refresh the playlist and verify filters are off. Compare another category and contact support if the issue persists.
Explore guideGuide times are wrong
Compare device and app time-zone settings. Refresh guide data after correcting your time zone.
Explore guidePicture is stretched
Use the player's fit/original aspect ratio option. Check the TV picture-size setting and try a second stream.
Explore guideCasting does not connect
Check that both devices share the same local network. Restart the casting app and verify that the player supports casting.
Explore guidePayment status is unclear
Keep the transaction reference and the email used for ordering. Ask billing support to verify status before submitting another payment.
Explore guideDevice limit warning
Review the number of simultaneous streams in your plan. Stop inactive streams and ask support to check the account state.
Explore guidePlayer closes unexpectedly
Update the player and free device storage. Try a fresh install after saving your permitted login information.
Explore guidePlayback stopped after router changes
Reconnect the viewing device to the new network. Test DNS and internet access before altering account settings.
Explore guideNo subtitles appear
Look for available subtitle tracks in the player. Try other content; captions are not supplied by every source.
Explore guideVPN changes playback
Compare playback with and without the VPN on the same connection. Ask support about regional restrictions and local service terms.
Explore guideWeak Wi-Fi at the TV
Test near the router and measure signal at the actual screen. Consider Ethernet or better access-point placement.
Explore guideSubscription appears expired
Check your renewal date and purchase confirmation. Contact support with the transaction reference for account verification.
Explore guideMAC address changed
Check the device's current MAC and how the player registers it. Ask support to verify a legitimate device transfer.
Explore guideRemote buttons do not work
Update the player and check remote settings. Try a supported TV-focused app rather than a mobile interface.
Explore guideStart with the scope of the issue
One affected channel points to a different cause from every channel failing on one device. Try another title, app or connection and write down the exact error.
Restart the player once, then change one setting at a time so you can tell which action helped. Keep credentials private when asking for support.
Talk to a real person
Need help choosing?
Tell us your device, location and the plan you are considering. Ask about current availability before paying.