Troubleshooting Common Streaming Problems

The app won't sign in

1. 1Step 1: Check the server address, username and password character by character — they are case-sensitive and extra spaces matter.
2. 2Step 2: Make sure you chose the same login type as your details (Xtream Codes API or M3U).
3. 3Step 3: Check that no more screens are watching than your plan's connections allow.
4. 4Step 4: Restart the app and try again.

A channel won't open or stays black

• Try a different channel. If others play, the issue is with that one channel — tell us which one and when.
• If none play, restart the app, then the device.
• Check that the device is still connected to the internet by opening another app or website.

No programme guide (EPG)

The guide can take a while to load the first time. Leave the app open for a few minutes, then refresh or reload the guide from the app's settings. If it is still empty, restart the app.

The picture keeps pausing or buffering

Start by pausing other heavy internet use at home and restarting the streaming device and router. If the pauses continue, our step-by-step buffering guide helps you work out whether the cause is the channel, the device or your connection.

Sound but no picture, or picture but no sound

• Check the TV's input and volume, and any soundbar or receiver.
• In the player app, look for audio-track or video-decoder settings and try the alternative option.
• Update the app and the device's software.

The app is slow or crashes

Clear the app's cache if it offers the option, free up storage on the device, and make sure both the app and the device software are up to date. Older devices can struggle with very large channel lists.

When to contact us

If you have worked through the checks and the problem continues, message us with your device, the app you use, how the device is connected (Wi-Fi or cable), the channel you were watching and when it happened. These details help us find the cause quickly.

In short

Check your details first, then restart the app and device, then look at your network. If you are setting up for the first time, the installation guide has the exact steps for your device, and our helpdesk answers other common questions.