Support
Questions about your subscription, playlist or how the box behaves belong here. To save a second round of emails, include your device code: it's on the «Settings → Subscription» screen.
Common cases
Where to find the device code
On the box: «Settings → Subscription». The 16-character code is printed next to the QR code. It is derived from the box itself and doesn't change until the box is reset to factory settings.
I changed the box, or reset the old one
The device code has changed, and the subscription stayed with the old one. Write to us with both codes — old and new — and we'll move it. Nothing to prove: we'll find the payment ourselves.
I paid and premium didn't switch on
Restart the app: the subscription is checked at startup and every six hours after that. If nothing changes after a restart, send us the device code and the order number — it's shown on the activation page.
A channel won't open
Press OK on the channel — the app tries again and states the reason in words: no answer, the server refused, the format isn't supported. If the message is about the server refusing, the problem is with your provider's playlist rather than the player: we have no access to their servers.
Questions about the app
- Does the app come with channels?
- Not one. tvista is a player: you connect your own M3U playlist, obtained from your provider. We don't sell channels, streams or TV subscriptions.
- What exactly does the free version give me?
- A complete player: the first 40 channels of your playlist, the full TV guide and grid, favourites, groups, parental control and playlist loading. Channels beyond the fortieth stay visible in the list but are marked with a lock.
- Is the subscription per box or per person?
- Per box. The device code is derived from the box itself, and a token issued for one box won't work on another. Two boxes need two subscriptions.
- What happens if I factory-reset the box?
- The device code changes, and the subscription stays with the old code. Write to support with both codes and we'll move it across.
- Does it work without internet?
- The player doesn't: channels come over the network, and without it there's nothing to play. The subscription, though, survives a week without our server — if the server is unreachable, premium keeps working for another seven days.
- How does the app update?
- By itself: it checks the version at startup, offers the update, downloads the package with a checksum check and opens the system installer. No store required.
- Which cameras work as a baby monitor?
- Any camera with ONVIF support — almost every home network camera has it. The box finds them on your network by itself and only asks for the camera's login and password: the stream address is only handed over after signing in. If an ONVIF camera doesn't answer, it can be added manually by its RTSP address.
- Which boxes are supported?
- Android 5.0 and newer, a box or a TV with a remote. The app appears on the Android TV home screen — a Leanback banner is included.
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