The isolation table
Write down which row matched. It is the single most useful thing you can send to support, and it usually replaces an entire back-and-forth.
| Symptom | Test | If the test passes |
|---|---|---|
| Login rejected | Enter the same details in a desktop player | The account is fine — the first app or a typo is the problem |
| Channel list empty | Reload the playlist and let it finish | It was an interrupted download |
| List loads, nothing plays | Stop every other stream, retry after a minute | You were at your connection limit |
| One channel dead | Play three other channels | That feed is the issue — report it by name |
| All devices dead, all channels | Check the account expiry date with support | The term may have ended |
| Nothing on any app, internet also slow | Speed test on that device | It is the network, not the subscription |
Before you reinstall anything
Reinstalling is the most common first response and one of the least effective. It destroys your settings and rarely fixes a problem that is actually an account, a network or a single feed.
- Save your login details somewhere outside the device. Reinstalling erases them.
- Note the exact error text and the time it happened.
- Note whether other people in the house were watching at that moment.
- Check whether the term has an expiry date approaching.
What to send support
- The device and player app, by name.
- The exact error message, transcribed or screenshotted with credentials hidden.
- The channel name, exactly as it appears in your list.
- The time and date, with your time zone.
- Which row of the table above matched your testing.
Questions people ask
Why does my IPTV say invalid credentials?
Most often a typo in a long server address, a trailing space copied with the password, or an account that has not yet been activated. Testing the same details in a second player on a desktop separates these quickly.
Why is my channel list empty?
An interrupted playlist download, or the wrong login type selected. Remove the playlist, add it again, and let it finish loading without pressing anything.
My subscription worked yesterday and not today. Why?
Check the term expiry first, then whether someone else in the household is using the connection allowance. Both produce symptoms that look like a service outage.