Four things answer most questions on the first reply, and save a round of back and forth:
- The Device ID. It is on the licence screen, and in Settings → Licence once the app is running. Something like
7905996E0E6E84E9. - The exact message on screen, including anything in brackets. A photograph of the screen is ideal.
- What kind of device — phone, tablet, Android TV box, Fire TV — and whether it is on Wi-Fi or mobile data.
- Whether it affects everything or one thing. "No channels play at all" and "one channel does not play" have completely different causes.
Before you write in
If the problem is with channels, films or the guide rather than the app itself, your TV provider is usually the faster route — they hold the channels, the recordings and the library, and only they can fix a source that is down. We can help with the app: activation, licences, recordings, casting, and anything the app itself gets wrong.
Please do not send your licence key in a public forum or a chat group. The Device ID is enough for us to identify you, and it is not sensitive.
