Help & Support

Support Center

Need help with your IPTV service? Check the answers below first — most issues are solved in minutes without needing to email us.

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Free V12 Player App Issue — Action Required

Movies and TV shows are currently not working on the free 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 the free app is back to normal.

Note: We provide a free player as a courtesy. The subscription works on any player. Check Google for setup instructions for the player you choose.

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Quick Help

Before You Contact Us

Check these quick answers first — they cover the most common issues and can save you time.

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App not working?

Try another supported player first. Many playback issues are related to the app, not your subscription.

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Didn't receive credentials?

Check your inbox, spam, junk, and promotions folder. Make sure you used the correct email at checkout.

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Need setup help?

Visit our installation guide before emailing support. Most devices can be set up in just a few steps.

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Wrong login details?

Copy and paste your username, password, and portal exactly as sent. Avoid manual typing errors.

FAQ

Frequently Asked Questions

Please read these before sending a support request.

Subscription credentials are delivered automatically to the email you used at checkout, usually within a few minutes. If you haven't received it after 15 minutes, please check your spam, junk, and promotions folder. Still nothing? Contact us with your order number.
Not necessarily. App issues are very common and often unrelated to your subscription. Try a different IPTV player (TiviMate, IBO Player, HOT Player) with the same credentials. If it works on another app, the issue is with the original app — not your subscription.
EPG data is fetched from external sources and may take a few hours to load after setup. Try refreshing the EPG inside your player's settings. Some channels may not have EPG data available — this is normal and does not affect playback.
This is a known issue with the V12 MATE free player app. Please switch to TiviMate, IBO Player, or HOT Player. Use the same credentials — VOD (movies & series) should work correctly on those players. We are actively working to resolve the free app issue.
The most common cause is a typo. Always copy and paste your username, password, and portal URL directly from the email. Watch out for extra spaces, uppercase/lowercase differences, and the leading "http://" in the portal URL. Still getting an error? Contact us with your order number.
Each subscription allows one connection at a time. You can install it on multiple devices, but only one can stream simultaneously. If you need multiple streams at once, you'll need to purchase additional connections. Check our pricing page for multi-device plans.
Include your order number, the email used at checkout, the device and app name you're using, a clear description of the issue, and a screenshot if possible. The more details you provide, the faster we can resolve your issue — usually within a few hours.
Contact Us

Email Support

If your question is not answered above, contact our support team with the details below for a faster reply.

💡 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.