What goes wrong, and what to do.
Six things account for nearly everything anybody writes in about. Each one has a sequence that fixes it without needing us. If none of them is yours, the address at the bottom reaches a person.
My television did not unlock after I paid
- 01 Give it a minute. The set checks its licence on a schedule and on every start; a payment usually lands in seconds, but a slow connection can take longer.
- 02 Turn the application off and on. A restart forces a fresh check rather than using the cached answer.
- 03 Check your account on this site: the set should be listed as holding a seat. If it is not, the payment reached Stripe but not the licence — write to us with the email you paid under and it is fixed by hand.
I changed my television
- 01 Open your account on this site and take the old set off. That frees its seat immediately.
- 02 On the new set, open the application and follow the code on screen.
- 03 There is no transfer request to file, no proof of purchase to send and no yearly limit on how often you do this.
I lent my licence to someone and want it back
- 01 Block that television from your account. Blocking frees the seat and refuses to let that set rejoin the licence.
- 02 It takes effect at that television’s next start, and within 48 hours even if the set is kept off the internet — a licence is checked offline so that a broken connection does not stop you watching, which is the same reason a block is not instant.
Channels will not play
- 01 If one channel fails and the rest are fine, that channel is down at your provider. Nothing on the television can fix it.
- 02 If nothing plays at all, the likeliest causes are your provider refusing the connection, or a codec this panel does not decode. Try the same playlist on a computer to tell the two apart: if it fails there too, it is the provider.
- 03 If it plays on a computer and not on the set, tell us the make and model, which of the three playlist formats you use, and what the screen says. That is enough to work with.
The guide is empty or wrong
- 01 An M3U playlist needs its XMLTV address given separately. An Xtream subscription derives it from the same credentials and needs nothing further.
- 02 A Stalker portal has no guide in this application: reading a Stalker EPG goes through the portal API, and that is not built.
- 03 If the guide loads but the times are shifted, your provider is publishing in a different timezone. A guide time offset is on the roadmap and is not built.
I forgot my parental PIN
- 01 There is no back door. A salted digest is stored and it cannot be reversed — a lock that we could open on request is not a lock.
- 02 If you have a backup taken before you set the PIN, restoring it restores the lock as it was then.
- 03 Otherwise, resetting the profile clears the lock along with that profile’s favourites and hidden channels.
Write, and a person answers.
In English or in French. We are a small operation and we answer as fast as we can — you get a person rather than a ticket number and a form.
What to put in the message
The six characters on the About screen
Settings → About shows a short support code. It is what lets us find your television without you reading out a long identifier.
Which set, and which playlist format
The LG model, and whether you use M3U, Xtream or Stalker. Never send us your provider password — we do not need it and we do not want it.
What the screen said, in its own words
The application tries to say what went wrong rather than showing a code. Quoting that sentence is usually enough to identify the cause.
Before you buy, rather than after
The 21-day trial asks for no card, no email and no account, and everything a licence unlocks is on during it. If something is going to be wrong on your television, it will be wrong for free.