To contact support, you can use two ways: send a message to customer support through the "Support" section in your account, and send a message in our chat.
¶ "Support" section in the personal account.
- select in your personal account the Support section.
- The email is already filled in, by default it is taken from your account profile; check that the email is real, and if not, correct it to real.
- Briefly write the subject of the message.
- Describe your problem in detail, our support does not employ fortune tellers, telepaths, psychics, and clairvoyants, so messages like "Doesn't work" or "I paid, but the money was not credited" won't tell us anything and will only add time to solve your problem.
- Check that you have written everything you wanted and click the Send message button.
Example of a composed support request:
After you send the message, it will appear in the right part of the window, under the title My active requests
Support responses will also appear here.
And your responses, which you can also continue to send in the left part of the window
Thus you can dialogue with support in your created request until the support closes your request or it closes automatically a day after the last message.
After that, you can only reopen the same request via email (responding to the email with the last support response), as all support responses will also be sent to your email.
Or you can start a new request.
¶ Enter our chat and contact support there
The chat button is located in the personal account in the Main section
You need to enter the chat with your login and password from your personal account. The chat is divided into thematic rooms, please write your questions according to the theme of the chat room. For instance, write questions about channel problems in the "Technical Support" room, and financial questions in the "Finance" room.
You can also enter the chat from your smartphone, tablet or computer by installing special applications on these devices.
If for some reason you cannot send a message through your personal account or cannot log in to the chat, send an email to support@tv.team from your email. In this case, be sure to state your login name. In this case, responses from support will be sent to your email, which you specified in your personal account, so check that it is real and you have access to it.
When contacting support, be sure to provide sufficient information. For instance, questions about channel issues should be accompanied by the following information:
provide a table with the results of testing your internet speed to our servers;
specify your player and the device it is installed on;
indicate how this device is connected to the internet, by cable or by wi-fi.
and for financial matters specify the following:
name the payment aggregator through which you paid, i.e. what you chose in your personal account to make the payment;
provide a check 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.
In order to respond to support about your problem, you do not need to start a new message through your personal account each time. When your problem is solved or support believes that you have been given a complete answer, your request will be closed. If you later have other questions or another problem, then start a new request.
