What can we sort out for you?
Start with whichever of these four sounds like your evening. If none of them fit, the questions below cover nearly everything else, and there is a person at the end of the page for the rest.
Everything people write in about
Ordered roughly the way a subscription goes, from the moment you pay to the day it runs out.
How long until my account works?
About two minutes. The line is made automatically when the payment clears rather than by somebody reading an email in the morning, so the time of day makes no difference. Your server address, username and password appear on screen and arrive by email at the same moment. If your bank holds the payment back for an extra check, the account is created the second that check passes and the email still arrives on its own.
Where do I find my login details again?
Sign in at the account page with the email address you ordered with. Everything is there: the details for each device, what you have paid, when the subscription ends, and the messages you have sent us. Your password for the account is a nine digit number that we email you when you order, and you can change it to a different nine digits from inside your account whenever you like.
Can two people watch different things at the same time?
Yes, as long as you have a slot for each of them. One slot means one person watching at a time, which is fine for a single telly and frustrating for a busy house. Slots are chosen at checkout and each one comes with its own separate login, so what your daughter is watching upstairs has no effect on the football downstairs.
What happens on my renewal date?
The line stops working on that date and nothing is taken from your card, because nothing renews automatically here. Renewing from your account extends the same line rather than creating a new one, which means every device in the house carries on exactly as it was. We send a reminder before the date so it is never a nasty surprise mid-film.
Will it work on the telly I already own?
Almost certainly. If your television, stick or box can install an app that accepts an Xtream login or an M3U link, it will work, and that covers nearly everything sold in the last several years. There are written guides for Fire TV Stick, Android phones and boxes, Samsung and LG televisions, MAG and Formuler boxes, Windows computers and iPhones. If yours is not listed, tell us what it says on the back of it and we will send the steps.
What is Xtream, and do I need to understand it?
No, you do not. It is simply the way your app is given your details, and it is the one we recommend to everybody. You type in a server address, a username and a password once, and the app builds its own menus from there. M3U is a single long web link that does the same job for apps that only accept a link. MAG is for set-top boxes that recognise your box by its hardware number instead of a login. Pick Xtream unless you own a MAG box.
Can I add another device later on?
Yes. Message us from your account, tell us how many more people need to watch at once, and we will price the extra slots for the time you have left rather than making you start again. Your existing logins are untouched by this, so nothing already set up needs redoing.
What does the region question at checkout actually do?
It only decides the order of your channel list. Every account gets the same full line-up whatever you answer. If you choose the UK and Ireland, those groups sit at the top when you open the app. If you choose Arabic, the MENA groups do. It exists purely so you are not scrolling past half the world to reach the channels you actually watch, and we will reorder it later for free if your household changes its mind.
The picture keeps stopping. Is that my internet?
Usually it is the link between your router and the room rather than the speed you pay for. The first things worth trying are moving the stick or box onto the five gigahertz side of your Wi-Fi if it has one, plugging the main telly in with a cable if the socket is anywhere near it, and clearing the app cache. If it happens on one channel only, that is the channel and not you, so send us the name and we will look at it.
How do I get hold of someone if I am stuck?
Message us from the messages tab in your account, which is best because it comes through with your order attached, or use the contact form, or WhatsApp us from the button on any page. Tell us what you are watching on. That one detail matters more than anything else you could write, because what fixes a Fire Stick almost never fixes a MAG box.
What do you keep about me?
Your name, your email address, your phone number and country, what you have ordered, and the technical details of your own line. If you use a MAG box we also hold its hardware number, because that is what the service recognises you by. Card details are never sent to us at any stage. Nothing is sold on, and if you want your record removed you can ask and we will do it.
Write to us in your own words
You do not need to know the right terms. Say what you are watching on and what you see on the screen, and that is plenty for us to work with. The device matters more than anything else you could tell us, because what fixes a Fire Stick almost never fixes a MAG box.
Messages sent from inside your account arrive with your subscription attached, which is why we suggest that route first. Everything else reaches the same people.