I placed an order. When will I receive my subscription?

After a successful payment we send your Xtream Codes credentials by email — usually within 5 to 15 minutes. If you don’t see it after 30 minutes, check your spam, junk and promotions folders, then message us on WhatsApp with your order number and we will forward your credentials manually.

My app is not working. Does that mean my subscription is not working?

Not necessarily. Most playback problems are caused by the player app, the device cache or your local network — not the subscription itself. Test the same credentials in a second player (e.g. IPTV Smarters Pro on a phone) before contacting support. If it works there, the issue is the original app or its cache.

Why do some or all channels show "No Information" in the EPG?

EPG (Electronic Programme Guide) data is supplied per country and per channel. "No Information" usually means the EPG feed for that channel hasn’t loaded yet or hasn’t been mapped. In TiviMate, force-refresh the EPG (Settings → EPG → Refresh). If a specific channel is missing EPG for more than 24 hours, send us the channel name and country and we will check.

Do you provide apps with the subscription?

We don’t ship our own app — instead we provide industry-standard Xtream Codes credentials that work with any IPTV player: TiviMate, IPTV Smarters Pro, IBO Player, Smart IPTV, GSE Smart IPTV, VLC and many more. All of these are free to download from the Play Store, App Store, Amazon Appstore or by sideload.

Live TV works, but movies or series do not work. What should I do?

First, switch to a different player and re-enter the credentials there. If movies work in the second player, the original app needs a cache clear or update. If they still don’t work, send us a screenshot of the error and the exact title you’re trying to play on WhatsApp — we will check the VOD server status for your region.

I entered my login details and it says invalid. Why?

The most common cause is a typo. Copy-paste each field (username, password and server URL) from our email — don’t retype manually. Xtream Codes are case-sensitive. If you’ve copied them exactly and still see "invalid login", make sure your current plan is active (check the dates on your activation email).

Can I use my subscription on more than one device?

Every plan includes 2 simultaneous connections — you can install the credentials on as many devices as you like, but only 2 can stream at the same time. Need more concurrent streams? Ask us about the multi-connection add-on (up to 6 concurrent on a single subscription).

Where can I find the installation guide?

We publish a dedicated guide for every major device: Firestick, Android TV, Android phone/tablet/box, iPhone & iPad, Apple TV, Samsung/LG Smart TV, Windows and Mac. Each guide has a 3- to 5-minute step-by-step. Start from our supported devices hub linked at the bottom of this page.

I want faster support. What should I include in my email?

Send us your order number, the email you used at checkout, the device and player you’re using, a clear description of the issue, and (if possible) a screenshot. With these five details we can usually resolve the issue in one reply. For the fastest response (typically under 5 minutes, 24/7) message us on WhatsApp.

Help & Support

Support Center

Edited by Fernando Gomez, Head of Operations · Last reviewed May 17, 2026

Need help with your IPTV service? Before sending an email, please check the answers below. Most common questions are solved in just a few minutes.

Faster than email

WhatsApp is our fastest channel — average reply under 5 minutes, 24/7. Setup help, billing questions and stream issues are usually resolved in a single chat.

Chat on WhatsApp

Before you contact us

Please review these quick answers first. They cover the most common issues and can save you time.

App not working?

Try another supported player first. Many playback issues come from the app, not the subscription. TiviMate, IPTV Smarters Pro and IBO Player are the three we recommend most.

Didn’t receive credentials?

Check your inbox, spam, junk and promotions folders. Confirm you used the correct email at checkout. If you opted for the free trial, credentials arrive on WhatsApp within a few minutes.

Need setup help?

Visit our installation guides before emailing support. Most devices are configured in under 5 minutes once you have your Xtream Codes or M3U URL.

Wrong login details?

Copy and paste your username, password and portal URL exactly as sent. Avoid extra spaces or manual typing — Xtream Codes are case-sensitive.

Frequently asked questions

Please read these answers before sending a support request.

I placed an order. When will I receive my subscription?

After a successful payment we send your Xtream Codes credentials by email — usually within 5 to 15 minutes. If you don’t see it after 30 minutes, check your spam, junk and promotions folders, then message us on WhatsApp with your order number and we will forward your credentials manually.
My app is not working. Does that mean my subscription is not working?

Not necessarily. Most playback problems are caused by the player app, the device cache or your local network — not the subscription itself. Test the same credentials in a second player (e.g. IPTV Smarters Pro on a phone) before contacting support. If it works there, the issue is the original app or its cache.
Why do some or all channels show "No Information" in the EPG?

EPG (Electronic Programme Guide) data is supplied per country and per channel. "No Information" usually means the EPG feed for that channel hasn’t loaded yet or hasn’t been mapped. In TiviMate, force-refresh the EPG (Settings → EPG → Refresh). If a specific channel is missing EPG for more than 24 hours, send us the channel name and country and we will check.
Do you provide apps with the subscription?

We don’t ship our own app — instead we provide industry-standard Xtream Codes credentials that work with any IPTV player: TiviMate, IPTV Smarters Pro, IBO Player, Smart IPTV, GSE Smart IPTV, VLC and many more. All of these are free to download from the Play Store, App Store, Amazon Appstore or by sideload.
Live TV works, but movies or series do not work. What should I do?

First, switch to a different player and re-enter the credentials there. If movies work in the second player, the original app needs a cache clear or update. If they still don’t work, send us a screenshot of the error and the exact title you’re trying to play on WhatsApp — we will check the VOD server status for your region.
I entered my login details and it says invalid. Why?

The most common cause is a typo. Copy-paste each field (username, password and server URL) from our email — don’t retype manually. Xtream Codes are case-sensitive. If you’ve copied them exactly and still see "invalid login", make sure your current plan is active (check the dates on your activation email).
Can I use my subscription on more than one device?

Every plan includes 2 simultaneous connections — you can install the credentials on as many devices as you like, but only 2 can stream at the same time. Need more concurrent streams? Ask us about the multi-connection add-on (up to 6 concurrent on a single subscription).
Where can I find the installation guide?

We publish a dedicated guide for every major device: Firestick, Android TV, Android phone/tablet/box, iPhone & iPad, Apple TV, Samsung/LG Smart TV, Windows and Mac. Each guide has a 3- to 5-minute step-by-step. Start from our supported devices hub linked at the bottom of this page.
I want faster support. What should I include in my email?

Send us your order number, the email you used at checkout, the device and player you’re using, a clear description of the issue, and (if possible) a screenshot. With these five details we can usually resolve the issue in one reply. For the fastest response (typically under 5 minutes, 24/7) message us on WhatsApp.

Email support

If your question isn’t answered above, contact our support team and include the details below for a faster reply.

Designated contact

help@iptvstreaming.pro

Average email response time: under 6 hours, 7 days a week.

Contact support →

Please include

Order number
The email you used at checkout
Device and player app
A clear description of the issue
A screenshot if available

Please don’t send multiple emails for the same issue — duplicate threads slow down response time for every customer.

Support reminder

For common questions about setup, apps, login details and delivery, please read the FAQ first. This reduces wait times and gets you the answer faster.