Support Center
Need help with your IPTV service? Before sending a message, please check the answers below. Most common questions can be solved in just a few minutes.
V12 Player Issue - Action Required
Movies and TV shows are currently not working on the V12 MATE player app. Live TV channels work normally. Please use an alternative player such as TiviMate, IBO PLAYER, or HOT Player until we resolve this issue. We will keep you updated once V12 is back to normal. Thank you for your patience.
Before You Contact Us
Please review these quick answers first. They cover the most common issues and can save you time.
App not working?
Try another supported player first. Many playback issues are related to the app, not the subscription.
Didn't receive credentials?
Check your inbox, spam, junk, and promotions folder. Also make sure you used the correct email at checkout.
Need setup help?
Please visit our installation guide before messaging support. Most devices can be set up in a few steps.
Wrong login details?
Copy and paste your username, password, and portal exactly as sent. Avoid extra spaces or manual typing errors.
Frequently Asked Questions
Please read these answers before sending a support request.
I placed an order. When will I receive my subscription? +
Orders are usually processed instantly, but it can take up to 1-2 hours depending on the payment method and time of day. Please check your spam/junk folder as emails often land there.
My app is not working. Does that mean my subscription is not working? +
Not necessarily. 90% of playback issues are related to the app you are using or your internet connection. We highly recommend trying a different app (like TiviMate, IBO Player, or Smarters Pro) before assuming the subscription is down.
Why do some or all channels show "No Information" in the EPG? +
EPG (Electronic Program Guide) data is updated periodically. Sometimes it takes a few minutes for your app to download the latest guide. Try "Refreshing EPG" in your app's settings. Note that not all channels globally have EPG data available.
Do you provide apps with the subscription? +
We sell the IPTV service (the connection). While we recommend free apps like V12Mate or Smarters Player Lite, some premium apps like TiviMate or IBO Player require their own one-time activation fee which is separate from our service.
Live TV works, but movies or series do not work. What should I do? +
This is often an issue with the specific player app handling VOD (Video on Demand) formats. Try updating your app, clearing the cache, or switching to another player. If you're using V12 Player, please refer to the red alert box at the top of this page.
I entered my login details and it says invalid. Why? +
Xtream Codes are case-sensitive. Please copy and paste the username, password, and portal URL exactly as provided. Make sure there are no blank spaces before or after the text. Also, double-check that you entered the correct Portal URL (http://...).
Can I use my subscription on more than one device? +
If you purchased a 1-Device plan, you can only use it on one device at a time. If you try to use it on two devices simultaneously, your account may be temporarily blocked. To watch on multiple screens at once, you need to purchase a multi-device plan.
Where can I find the installation guide? +
You can find our step-by-step installation guides for Fire TV, Android, Smart TVs, Apple, and more on our Installation Guide page.
I want faster support. What should I include in my message? +
Always include your Order Number, the email used at checkout, the device you are using (e.g., Firestick), the app name (e.g., TiviMate), and a clear photo or screenshot of the error you are seeing.
Contact Support
If your question is not answered above, please contact our support team on WhatsApp and include the required details for a faster reply.
- Include your order number
- Use the same email entered at checkout
- Mention your device and app name
- Explain the issue clearly
- Add a screenshot if available
Support Reminder
For common questions about setup, apps, login details, and delivery, please read the FAQ first. This helps reduce wait times and gets you the answer faster.