CHECK 01
My login is not working
Check your account expiry, the exact server address and spaces or letter case in the username and password. Use your viewing credentials, not an email password. Ask support before deleting a working playlist or buying another plan.
Send the app name, device model and exact error message.
CHECK 02
Playback freezes or buffers
Compare several channels and try HD instead of 4K. Stop other streams to stay within your plan’s limit. Restart the app, then check Wi-Fi strength or use Ethernet. If only one channel fails, note its name and the time rather than resetting your device.
Report whether all channels or only one are affected, and whether you use Wi-Fi or Ethernet.
CHECK 03
The TV guide is empty or an hour out
Set the device clock to automatic and its time zone to London, then refresh the player’s EPG. Avoid adding a fixed offset before checking daylight-saving settings. Some channels have no guide data. Use only the EPG address supplied for your account.
Include a channel example and whether playback still works.
CHECK 04
I renewed but it still says expired
Check that the renewal was applied to the account currently loaded in your app. Restart or refresh that playlist. A separate player licence may have expired even when the viewing subscription is active. Keep your existing playlist until support confirms whether new credentials are needed.
Send the order reference and the app’s exact expiry message. Do not send card details.
CHECK 05
I cannot find or install the app
Check the model and operating system: Fire OS, Vega OS, Tizen, webOS, Android TV and tvOS do not use the same installers. App availability also varies by region and software version. Use the matching device guide and ask support to confirm a compatible app.
Send the full model name, software version and app name you searched for.
CHECK 06
I have lost my login details
Check the conversation where ZivoPlay provided your access details. If you still cannot find the details, contact us with your order reference or the contact details used for your purchase. We may need to verify the account before reissuing access. Never post playlist links or passwords publicly.
Have your purchase reference or original support conversation ready.
Still stuck?
Send your device model, player name, order reference and the checks you have already tried. We can investigate from there.
Contact support ↗