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Customer support

Help for mom iptv customers

Pick your problem below for the fixes that solve most cases. If they do not work, message us with the details listed at the bottom and we will take it from there.

Email support

What is happening?

Buffering or freezingThe picture stops, stutters or drops quality Login or activation“Invalid login”, expired or not received Guide or channel listEmpty guide, wrong times, missing channels App problemsCrashes, black screen, no sound New or different deviceMoving your plan to another screen Payment and renewalReceipts, extending, refunds

Buffering or freezing

  1. Restart in the right order

    Turn off the TV device, restart the router and wait until its lights settle, then switch the device back on.

  2. Test speed where you watch

    Run a speed test on a phone next to the TV. Below 10 Mbps, the Wi-Fi is the bottleneck.

  3. Use a cable or 5 GHz Wi-Fi

    A network cable or powerline adapter fixes most evening buffering instantly.

  4. Clear the app cache

    On Fire TV and Android: Settings → Apps → your player → Clear cache (not data). Then restart.

  5. Still buffering on a cable?

    Tell us which channels and at what time. That points to a problem on our side, and we will look into it.

Login or activation

  1. Copy and paste the details

    Typing with a remote often adds a space or swaps a letter. Paste from our message where your app allows it.

  2. Check the server address

    It must include http:// and the port number exactly as sent, for example http://server-address:8080.

  3. Check your end date

    Your activation message shows when your plan ends. Message us to extend it on the same login.

  4. Login never arrived?

    Check your email spam folder and WhatsApp archived chats, then send us your payment reference.

Guide or channel list

  1. Refresh the EPG

    In the app settings, choose “update EPG” or “refresh playlist” and give it a few minutes.

  2. Fix the time zone

    Set the app’s time zone to the country you live in, not where the channel broadcasts from.

  3. One channel missing?

    Line-ups change. Tell us the channel name and we will check whether it has moved or been replaced.

App problems

  1. Update the app

    Install updates from your app store, then restart the device completely.

  2. Switch the video player

    Black screen with sound, or sound without picture? Try the app’s other player or decoder option in settings.

  3. Free up space

    Streaming sticks slow down when storage is nearly full. Remove apps you do not use.

  4. Reinstall as a last resort

    Uninstall, reinstall and enter your login again. Your plan is not affected.

New or different device

  1. Install the player on the new device

    Use the same app if it exists there, or ask us for the best one for that device.

  2. Enter the same login

    Your login belongs to your plan, not to a TV.

  3. App uses a device ID?

    Send us the new ID or MAC address shown on screen and we will move your subscription across.

Payment and renewal

  1. Need a receipt?

    Your payment confirmation and activation message are your receipt. Ask us by email if you need a written copy.

  2. Want to extend?

    Message us before your end date and choose a plan length. We extend your existing login.

  3. Asking for a refund?

    Email us with your order date and what went wrong. Our refund policy explains how we handle it.

A support conversation on screen: the customer describes their TV and the adviser explains the next step.
Illustrative support conversation.

Contact support

Send these four things and we can usually fix it in one reply

  • Your device and model — “Samsung TV 2020”, “Fire TV Stick 4K”
  • The app you watch with
  • What you see — the exact error, or a description
  • A photo of the screen, and roughly when it started

Support questions

What should I send when I contact support?

Your device and model, the app you use, roughly when the problem started and a photo of the screen. If only some channels are affected, name one or two. That lets us skip the back-and-forth.

When is support available?

Messages are answered in the order they arrive. WhatsApp is the quickest way to reach us; email is best for anything you want in writing.

Everything buffers in the evening. Is it my connection?

Often, yes — evenings are when home networks are busiest. Restart the router and the TV device, pause large downloads, and try a network cable. If it continues on a wired connection, tell us which channels are affected and when.

Which language do you support customers in?

Our website and support are in English.

Useful pages

Installation Guide

Full setup instructions for every device.

Activation

Entering your login and fixing activation errors.

Compatible Devices

When a different device is the real fix.