Support is by email, in English, French or Arabic. Messages are answered in the order they arrive, usually within a few hours during the day and the next morning for anything sent overnight.
What to include in your message
A message that includes these four points gets a usable answer in one reply instead of three:
- Your username. Not your password — never send a password by email.
- The device and the app. For example “Fire TV Stick 4K, player version 4.2” or “Samsung TU7000, built-in app”.
- What happens, exactly. The error text on screen, or “the list loads but every channel stays on the loading spinner”.
- A screenshot or photo of the screen when the problem appears.
What support can do
- Resend credentials or reset a login that stopped working.
- Convert your credentials between playlist and Xtream formats, or issue the portal format for a MAG box.
- Move a MAG login to a new serial number.
- Check whether a channel is in the upstream list, and tell you if it is expected to return.
- Explain the correct setup step for your exact device model.
What support cannot do
- Fix your internet connection. If every device buffers at the same hour, the line or the router is the cause; we can help diagnose it but not repair it.
- Add a channel that no upstream feed carries. We can check, and we will say so plainly rather than promise a date.
- Provide content. The service rebroadcasts feeds supplied upstream; it does not host or produce programming.
Before writing
Two checks solve a large share of messages:
- Restart the app completely — force-close it, not just stop playback.
- Test the same login on a phone. If it works there, the credentials are valid and the problem is the TV app or its network.
Contact details
Email: support@example.com — replace this address with the support mailbox before launch.
For billing questions, include the order email and the date of payment. For trial requests, say which device you want to test on and the hours you will be available to try it.
Response times
| Time of day | Typical first reply |
|---|---|
| 09:00 – 20:00 (CET) | Within a few hours |
| 20:00 – 09:00 | Next morning |
| Weekends | Slower, but covered |
Urgent playback failures during a live event are prioritised when the message includes the device, the app and a screenshot.
Privacy of your messages
Messages are used only to solve your request. Login details are never sent to a third party, and payment information is handled by the payment provider, not stored on this site.