Support Center – IPTV Player Canada

Help & Support

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.

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Free V12 Player App Issue — Action Required

Movies and TV shows are currently not working on the free 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 the free app is back to normal.

Note: We provide a free player as a courtesy. The subscription will work on any player. Check Google for setup instructions for the player you choose.

Quick Help

Before You Contact Us

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

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App not working?

Try another supported player first. Many playback issues are related to the app, not the subscription.

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Didn't receive credentials?

Check your inbox, spam, junk, and promotions folder. Make sure you used the correct email at checkout.

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Need setup help?

Visit our installation guide before emailing support. Most devices can be set up in a few steps.

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Wrong login details?

Copy and paste your username, password, and portal exactly as sent. Avoid extra spaces or manual typing errors.

FAQ

Frequently Asked Questions

Please read these answers before sending a support request.

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

Subscription credentials are delivered automatically to the email you used at checkout, usually within a few minutes. If you haven't received it after 15 minutes, please check your spam, junk, and promotions folder. Still nothing? Contact us with your order number.

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

Not necessarily. App issues are very common and often unrelated to your actual subscription. Try a different IPTV player (TiviMate, IBO Player, HOT Player) and test with the same credentials. If it works on another app, the issue is with the original app, not your subscription.

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

EPG (Electronic Program Guide) data is fetched from external sources and may take a few hours to load after setup. Try refreshing the EPG inside your player's settings. Some channels may not have EPG data available — this is normal and does not affect playback.

Do you provide apps with the subscription?

We provide a free player app as a courtesy. However, your subscription is compatible with any IPTV player that supports M3U or Xtream Codes. We recommend TiviMate (Android/FireStick), IBO Player, or HOT Player for the best experience.

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

This is a known issue with the V12 MATE free player app. Please switch to TiviMate, IBO Player, or HOT Player. Use the same credentials — VOD (movies & series) should work correctly on those players. We are actively working to resolve the issue with the free app.

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

The most common cause is a typo when manually entering the credentials. Always copy and paste your username, password, and portal URL directly from the email. Watch out for extra spaces, uppercase/lowercase differences, and the leading "http://" in the portal URL. If you're still getting an error after pasting, contact us with your order number.

Can I use my subscription on more than one device?

Each subscription is for one connection at a time. You can install it on multiple devices, but only one can stream at the same time. If you need simultaneous streams, you'll need to purchase additional connections. Check our pricing page for multi-device plans.

Where can I find the installation guide?

Visit our Installation Guide page which covers setup for all major devices including Firestick, Android, Smart TV, Apple TV, iOS, Windows, and more. Step-by-step instructions with screenshots are provided for each device.

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

Include your order number, the email used at checkout, the device and app name you're using, a clear description of the issue, and a screenshot if possible. The more details you provide, the faster we can resolve your issue — usually within a few hours.

Email Support

If your question is not answered above, please contact our support team and include the required details for a faster reply.

📋 Include in your email

Your order number

Use the same email you entered at checkout

Mention your device and app name

Explain the issue clearly

Add a screenshot if available

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Please do not send multiple emails for the same issue. Sending repeated emails may slow down response time for everyone.

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Still need help?

Our support team is available 7 days a week. We aim to respond to all inquiries within a few hours.

Contact Support

support@iptvplayer.ca

💡 Support Reminder

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