If you come across a problem and need to reach out to support, remember to provide enough information. For example, for questions on channel performance issues please include the following information:
present a table of the results from your internet speed test on our servers;
specify your player and the device it's installed on;
mention how the device is connected to the internet, via cable or wi-fi;
check the performance of channels on the web player in your personal account in the "Home"-"Open player" section and report the result to support.
When raising financial matters, include the following:
name the payment aggregator that you used for payment, i.e. what you selected in your personal account to make the payment;
provide the receipt in PDF format;
familiarize yourself with this information;
if you are just about to make a payment and cannot choose a payment aggregator, then indicate your country.
There are two ways to contact support: send a message to technical support via the Support section in your personal account, or send a message in our chat.
- choose the Support section in your personal account.
- The email field is already filled in, by default, it is taken from your personal account profile; ensure that the email is real and if not, correct it.
- Briefly state the subject of your message, not the body of the message itself.
- Provide a detailed description of your problem. We do not employ fortune tellers, telepaths, psychics, or clairvoyants in our support department, so messages like "Not working" or "I paid, but the money isn't showing" will not help us and only add time to resolving your problem.
- Confirm that you have written everything you wanted to, and then click the Send Message button.
Example of a support request made:
After sending a message, it will appear on the right side of the window, under the heading My Active Requests
Here, support responses will also be displayed.
And your responses, which you can continue to send in the left part of the window.
This way, you can have a dialogue with support in the request you created, until support closes your request or it closes automatically after a day has passed since your last message.
After that, you can only reopen the same request by email (replying to the email with the last support response), since all support responses will also be sent to your email.
Alternatively, you can start a new request.
If for some reason you cannot send a message through your personal account or cannot enter the chat, send an email to support@tv.team from your email address, be sure to include your login. In this case, support responses will be sent to your email, which you specified in your personal account, so check that it's real and accessible.
To respond to support about your ongoing issue, you don't need to start a new message through your personal account each time. Once your issue is resolved or support concludes that they have fully answered your questions, your request will be closed. If you later have other questions or a different issue, start a new request.
p.s. A common question that arises is, "How do I send you a file (pdf, screenshot, etc.)?";
Here are some ways:
1) By responding to an email that was sent to you with our response, attach the file to your email;
2) Upload your files to any file sharing service, and include the link to the file in your response.
Examples of file sharing services: https://transfiles.ru / https://postimages.org / https://imgur.com/upload / https://yapx.ru/upload / https://ltdfoto.ru / https://iimg.su
You can also get support in our chat.
