Talk to support
Seven days a week. The more detail you send in the first message, the faster this gets resolved.
Email support
The main channel, and the best one for anything technical because you can include details and screenshots. Replies normally arrive the same day.
[email protected]Live chat
Best for quick pre-sales questions and short setup queries where a back-and-forth is faster than writing everything down.
Open live chatWhat to include in your message
A message with these details usually gets resolved on the first reply. One that says only that it is not working turns into a five-message exchange.
- Your order reference, if you already have a subscription
- The exact device you are using, including the model
- The player app and its version, if you know it
- What the screen actually shows, word for word if there is an error
- Whether the device is on Wi-Fi or ethernet, and your speed test result
- What you have already tried, so nobody repeats it back to you
Common reasons people write in
Setup help
Cannot get a device working, or unsure which player to use. Tell us the device and we will point you at the exact steps.
Technical issues
Buffering, playback errors, a guide that will not load. Work through the buffering guide first if you can, then send us what you found.
Billing and orders
Payment not gone through, activation email not arrived, or a question about extending a term.
Before you buy
Not sure whether your device or your connection is up to it. Ask before spending anything rather than after.
Many questions are already answered on the FAQ and in the setup guides. Checking there first is often faster than waiting for a reply.