Something's not working
Pick whatever is closest to what you're seeing and we'll tell you the likely cause and what to do about it. Most of these are fixable in under a minute without messaging anyone.
—
—
The sixty-second check
Whatever the symptom, these three take a minute between them and resolve a surprising proportion of problems. Worth doing before working through anything more involved.
Power cycle the device
Unplug the Firestick, box or television at the wall for thirty seconds, then plug it back in. Not standby — the plug. Streaming devices degrade when left running for weeks, and this clears most of it.
Try a different channel
This tells you immediately whether the problem is one channel or everything. If others play fine, it is that channel rather than your line or subscription — and that is our side to fix.
Try a second device
Load your line on a phone. If it plays there, your subscription is fine and the problem is the first device or its network. That narrows things down more than any other single test.
Working out whose fault it is
Try the same channel on a second device on the same network, then on mobile data. If it fails everywhere on your Wi-Fi but works on mobile data, it is your connection. If it fails on both, tell us and we will check from our side.
The usual causes are a device or app update overnight, a router restart that changed network settings, or a subscription that reached its end date. Check the expiry first, then power cycle everything, then message us if neither explains it.
Almost always because the new credentials were entered incorrectly, or the old trial details are still saved in the app. Delete the trial playlist entirely rather than editing it, then add the paid one fresh.
Anything on our servers, yes — reissuing credentials, registering a device, correcting a line. We cannot access your device or change settings on it, so device-side fixes need you to follow the steps. We will talk you through them.
The sixty-second check above — power cycle, try another channel, try another device. Those three narrow the problem down enormously, and telling us the results in your first message usually saves a whole round of questions.
Rarely, and it can make things worse. Reinstalling clears your saved credentials, and on IBO Player it changes the device key and invalidates your registration entirely. Clear the app cache first — that achieves most of the benefit without the cost.
Tell us what you tried
Message us with the symptom, your device, and which of the checks above you've already done. That usually gets you an answer in one exchange rather than three.
Support covers server-side matters and setup guidance. Faults in third-party player applications, hardware failures and broadband performance are outside our control, though we will still tell you what to change. Device-specific instructions are in the setup guides, general questions in the FAQ. IPTV Ireland official supplies subscription access and playlist credentials; player applications such as TiviMate and IPTV Smarters Pro are third-party software made by other companies.