- IPTV Canada
Support Center
Need help with your IPTV service? Before sending an email, please check the answers below. Most common questions can be solved in just a few minutes.
V12 Player Issue - Action Required
Movies and TV shows are currently not working on the V12 MATE player app. Live TV channels work normally. Please use an alternative player such as TiviMate, IBO PLAYER, or HOT Player until we resolve this issue. We will keep you updated once V12 is back to normal. Thank you for your patience.
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 are related to the app, not the subscription.
Didn’t receive credentials?
Check your inbox, spam, junk, and promotions folder. Also make sure you used the correct email at checkout.
Need setup help?
Please visit our installation guide before emailing support. Most devices can be set up in a few steps.
Wrong login details?
Copy and paste your username, password, and portal exactly as sent. Avoid extra spaces or manual typing errors.
Frequently Asked Questions
Please read these answers before sending a support request.
I placed an order. When will I receive my subscription?
Most orders are processed as quickly as possible. Please check your email inbox, spam, junk, and promotions folder. If you still do not see anything after a reasonable time, contact us and include your order number.
My app is not working. Does that mean my subscription is not working?
Not always. In many cases, the issue comes from the player app and not the subscription itself. Please try another supported app such as TiviMate, IBO Player, or HOT Player.
Why do some or all channels show “No Information” in the EPG?
EPG data is updated regularly, however some channels may not provide complete guide information, Most popular channels will display accurate and up-to-date schedules as expected.
If this is your first time setting up IPTV, please allow a few minutes for the EPG to fully download and sync.
Do you provide apps with the subscription?
No. We provide the IPTV subscription and login credentials. You can use any compatible player app supported by your device.
Live TV works, but movies or series do not work. What should I do?
First, try a different player app. Some apps may have issues with VOD content while live channels continue to work normally. If there is a known issue, we will post an update on this page.
I entered my login details and it says invalid. Why?
Please double-check the following:
• Username
• Password
• Portal / server URL
Make sure everything is entered exactly as provided, with no extra spaces. Copying and pasting is recommended.
Can I use my subscription on more than one device?
This depends on the package you purchased. Please use the number of devices included in your plan. Using more devices than allowed may cause connection issues.
Email Support
If your question is not answered above, please contact our support team and include the required details for a faster reply.
- Include your order number
- Use the same email entered at checkout
- Mention your device and app name
- Explain the issue clearly
- Add a screenshot if available
App not working?
Try another supported player first. Many playback issues are related to the app, not the subscription.
App not working?
Try another supported player first. Many playback issues are related to the app, not the subscription.