Something not working?
Customer support: fix it now, or tell us
Pick the problem you are seeing. Most issues clear up in a few minutes. If not, you will know exactly what to send us.
Buffering or freezing
Restart in the right order
Switch off the router for 30 seconds, then switch it on. When the lights settle, restart the TV or device.
Remove the Wi-Fi from the question
Connect by network cable if you can, or move to the 5 GHz band. If the freezing stops, your Wi-Fi was the cause.
Pause other heavy use
Updates, video calls and downloads on other devices can use up your connection at the worst time.
Run a speed test on that device
If it stays freezing, send us the result, along with the channel name and the time. It tells us at once where to look.
Login not working
Check the details character by character
A capital letter or an extra space is the usual cause. Copy and paste where you can, instead of typing on a remote.
Check your plan dates
An expired plan shows up as a login error in many apps. Look at your order confirmation, or just ask us.
Update or reinstall the player app
An out-of-date app can stop connecting. Update it from your device’s store, then sign in again.
Send us a photo of the error
The exact wording matters. Please never send your bank details or OTP, as we do not need them for this.
A channel is missing
Refresh your list
In your player’s settings, look for an option to reload or update the playlist.
Try a second channel
If nothing plays, follow the buffering steps above. If only one is affected, it may be a temporary issue with that channel.
Tell us the name and time
We will look into it and tell you what we find, including if a channel is no longer available.
Sound or subtitles
Check the audio track
Press the options or menu button during playback. Many films have several audio tracks to choose from.
Check the subtitle setting
Subtitles live in the same options menu, and not every title has them. Try another film to compare.
Sound out of sync?
Many players have an audio delay setting. Restarting the channel often clears it as well.
How support works
- You message usOn WhatsApp or by email, with your device and what you are seeing.
- We ask what we needUsually a photo of the screen and a speed test. That saves going back and forth.
- We work through it with youOne step at a time, in simple language. Relatives are welcome to join in.
- We tell you where it standsFixed, or being looked at, or caused by something outside our control. You will know which.