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REAL PEOPLE · NOT A BOT

Talk to a person

Two ways to reach us, both answered by someone rather than an automated system. WhatsApp is fastest and handles almost everything; email suits anything you'd rather have a written record of.

Email

WRITTEN RECORD

Better for refund requests, billing questions, privacy requests or anything you want documented. Also the right route if you'd rather not use WhatsApp at all.

[email protected]
Send an email
ROUTE
PICK THE RIGHT CHANNEL

What to use for what

Both reach the same people. Using the right one for your situation just gets you an answer faster.

Your situationBest routeTypical response
Buying a subscriptionWhatsAppMinutes, during support hours
Requesting a free trialWhatsAppMinutes, during support hours
Setup or device helpWhatsApp — send a screenshotMinutes to an hour
A channel not playingWhatsApp — name the channelSame day
Refund requestEither — email if you want a recordWithin 1 business day
Billing query or duplicate paymentEmailWithin 2 business days
Privacy or data requestEmailWithin one month, usually sooner
We don't take phone calls. Support runs on WhatsApp and email because both leave a written trail — which means whoever picks up your message can see exactly what was said before, rather than starting over. It also means you can send screenshots, which resolves most setup problems in one exchange.
DETAIL
GET A FASTER ANSWER

What to include

Most delays come from us having to ask a follow-up question. Including these upfront usually turns two exchanges into one.

If it's setup help

Device details

  • What device you're using — make and model
  • Which app you installed
  • A screenshot of what's on screen
  • What you'd already tried
If it's a MAG or smart TV

MAC and key

  • Your MAC address, exactly as shown
  • The device key, for IBO Player
  • The model of box or television
  • Whether you're on Wi-Fi or ethernet
If it's billing or refunds

Purchase details

  • The name and email used to buy
  • Approximate date of purchase
  • Which plan you bought
  • A payment reference, if you have one
Never send your password in an unsolicited message. We will not ask for it, and we do not need it to diagnose most problems. If we ever do need to verify something, we'll say exactly why first.
MIGHT BE FASTER

Answers already written down

These four cover the large majority of what people message about, and reading one takes less time than waiting for a reply.

Guide is an hour outIt's a time-zone setting → "Invalid credentials"Usually a typing error → BufferingTest before you blame the line → Setting up a deviceEight step-by-step guides → Refunds7 days, no questions asked → Prices and plansAll eight, side by side →
WHAT SUPPORT COVERS

What we can and can't fix

Worth knowing before you message, so you're not waiting on an answer we're not able to give.

We can help with
  • Activating, reissuing or moving your subscription
  • Channels or servers not working on our side
  • Walking you through setup on any device
  • MAC registration and playlist uploads
  • Refunds, billing and account questions
Outside what we control
  • Faults in third-party player apps
  • Fees those apps charge — those aren't ours
  • Broken or unsupported hardware
  • Your broadband speed or Wi-Fi coverage
  • Guaranteeing a specific channel stays available
We'll still try on the right-hand column. If your Wi-Fi is the problem we'll tell you what to change; if an app is misbehaving we'll suggest an alternative. We just can't fix those things directly or refund them.
FAQ
CONTACT QUESTIONS

Before you message

WhatsApp messages about new subscriptions or trials are usually answered within minutes during support hours. Refund requests are handled within one business day and other email enquiries within two.

No. Support runs on WhatsApp and email so that every conversation leaves a written record and you can send screenshots. In practice that resolves setup problems faster than a call would, because we can see exactly what is on your screen.

No. Everything can be handled by email if you prefer, including buying a subscription and requesting a trial. WhatsApp is simply faster for most people, which is why we lead with it.

No. We do not need your password to diagnose problems or manage your subscription, and you should never send it unprompted. If we ever need to verify something, we will explain exactly why first.

Send a follow-up rather than assuming it was ignored — messages occasionally get missed during busy periods. If WhatsApp has not been answered, try email, since the two are checked separately.

Contact us first and we will make a genuine attempt to resolve it. If that fails, consumers in Ireland and the EU can use the European Commission's Online Dispute Resolution platform, and data protection complaints can go to the Data Protection Commission.

NOT A CUSTOMER YET?

Ask us anything

You don't need a subscription to message us. Ask whatever you want before spending a cent — or take a trial and decide afterwards.

Get a free trial → See plans & pricing

IPTV Ireland official — trading since 2018. Registered operator: [LEGAL ENTITY NAME], [TRADING ADDRESS]. We supply subscription access and playlist credentials; player applications such as IPTV Smarters Pro and TiviMate are third-party software made by other companies. Support is provided in English. See also our Terms of Service, Refund Policy and Privacy Policy.