Help & support
Start here. Most problems have a two-minute answer
The faults support sees every day, what actually causes them, and the fix — followed by the questions people ask about bandwidth, connections, renewals and refunds.
Nothing on this page needs an account or a ticket. Find your symptom in the first list, check the bandwidth table if the picture is the problem, and read the questions below for anything to do with billing. If none of it lands, message us and we will look at your line directly.
Shortcuts
Jump straight to the right place
Set up a device
Firestick, smart TV, Apple, Android, MAG, Windows and Mac, step by step.
Plans & pricing
Every duration and connection count, with what each tier includes.
Try it for a day
A 24-hour trial at $5 on one connection, on the same servers.
Talk to a person
WhatsApp and email, both answered around the clock.
The five faults support sees most
In roughly this order. Four of the five are fixed without touching your subscription at all.
One channel freezes, everything else is fine
- Usual cause
- The broadcaster feed for that specific channel is having a moment, or a big fixture has spiked viewers on it alone. Nothing about your line or your connection is involved.
- What to do
- Send us the exact channel name and the time it happened. We move that channel to a different source, usually within the day, and you get a message back when it is done.
Everything buffers, on every device
- Usual cause
- Almost always local. Wi-Fi contention, a router two rooms and a wall away, or an evening where the whole household is streaming something.
- What to do
- Run a speed test on the device that is struggling, not on your phone next to the router. Move to 5 GHz or plug in an ethernet cable, then compare. Send us the number if it still misbehaves.
The app says the connection limit is reached
- Usual cause
- Another device is still holding a session open. Players that were closed by pulling the power, rather than exiting properly, keep the slot for a few minutes.
- What to do
- Close the other player properly and wait 60 seconds. If it persists, message us and we reset the session from our side — it takes under a minute.
A channel marked 4K looks soft
- Usual cause
- Either the connection cannot sustain what 4K needs, or the player has fallen back to a lower profile and stayed there.
- What to do
- Check the bandwidth table below — 4K wants around 25 Mbps sustained, per stream. Then reopen the channel so the player renegotiates. If it is still soft, tell us the channel and we will check the source ourselves.
It worked yesterday and not today
- Usual cause
- The subscription reached its end date, or the app updated overnight and cleared its stored playlist.
- What to do
- Check the expiry date on your account page. If the line is still live, re-enter the credentials from your activation email. If neither works, message support with the email you ordered with.
Bandwidth
What each stream actually needs
Sustained, not peak, and per simultaneous stream. Two screens at once means adding two rows together.
| 4K stream | About 25 Mbps sustained |
|---|---|
| FHD stream | About 10 Mbps sustained |
| HD stream | About 5 Mbps sustained |
| Two screens | Add the two figures together |
| Wi-Fi | 5 GHz for 4K, or wired if you can |
| Latency | Under 60 ms to your nearest server |
| Device | Anything with an H.265 decoder, roughly 2018 onward |
| VPN | Not required. If you use one, pick a nearby server |
Everything else
The questions support gets every week
Why does it buffer at 9pm and never at 3am?
Because that is when everyone presses play. On an oversold platform the shared server runs out of headroom and the bitrate collapses for everybody on it. We cap subscribers per server well below the hardware ceiling for exactly this reason, so if your evening is worse than your afternoon, tell us — it is a fault we want to see, not one you should live with.
What internet speed do I actually need for 4K?
Around 25 Mbps sustained per 4K stream, about 10 Mbps for FHD and about 5 Mbps for HD. The word that matters is sustained: a 200 Mbps line that dips to 8 Mbps every evening will buffer where a rock-steady 30 Mbps line will not. Test on the device you actually watch on, at the time you actually watch.
What is a connection and how many do I need?
A connection is one device streaming at one time. Install the player on as many of your own devices as you like — the limit is only how many play simultaneously. One TV in the evening is one. A household watching sport downstairs and cartoons upstairs is two. Premium goes up to 5, Basic up to 4, and you can change the count mid-subscription by messaging us.
Is my subscription locked to one device?
The credentials are not locked; the concurrent count is. Some smart-TV apps do bind to a device MAC address or a device key, which is why setup on those asks you to send that key over — that binding can be moved to a new TV in one message if you replace the set.
How do I move my line to a new TV or box?
Install the player on the new device and enter the same credentials from your activation email. Nothing needs to be released first unless the old device is still streaming. If the app on the new device asks for a MAC or device key, send it to us and we will bind it while you wait.
A channel I watch has disappeared. Is that normal?
It happens. Broadcasters rename, geo-restrict, re-encode and withdraw feeds without warning anyone downstream, and no provider on earth controls that. What we can do is find an alternative source, which is usually same-day. Send the exact channel name rather than the category.
How does renewal work? Will I be charged automatically?
You will not. There is no card kept on file and no automatic rollover. A plan runs for the period you paid for and then stops. We send a reminder before the end date so you can decide, and renewing keeps the same credentials, so nothing needs setting up twice.
What payment methods do you take?
Card and the common online wallets at checkout, handled entirely on the payment processor page — card details never reach our servers. If a payment fails or your method is not offered, message us and we will sort an alternative rather than lose the sale to a form.
How does the 7-day refund actually work?
Message support within seven days of activation and say you want a refund. It goes back to the original payment method, with no form and no attempt to talk you out of it. Trials are excluded, because a trial exists so you can test before committing. The exact wording is in the terms.
What should I send when I report a problem?
Four things: the email you ordered with, the device and app you are using, exactly what happens and when, and a photo of the screen if there is an error on it. With those four the first reply is usually the fix. Without them the first reply is us asking for them. There is a longer version of this on the contact page.
Setup guides
Per-device instructions, with screenshots
Every guide is the same shape: install the player, enter the credentials from your email, load the channel list. Most take under five minutes. Windows, Mac, MAG and iPhone are on the setup hub linked at the top of this page.
Nothing here fits
Then it is our turn to look at it
Message support with your order email, your device and what is happening. We can see the line from our side, which is the part no help page can do.
24/7 on WhatsApp and email. Refund requests inside seven days are handled the same day.