If you are contacting support with a problem, please provide enough information. For example, questions about channel operation issues should be accompanied by the following information:
provide a table with the results of testing the speed of your Internet to our servers;
specify your player and the device it is installed on;
specify how this device is connected to the internet, by cable or wi-fi;
check the operation of the channels in the web player in your account in the "Main" - "Open Player" section and report the result to the support team.
For financial questions, please specify the following:
name the payment aggregator through which you paid, i.e. what you chose in your account to make the payment;
provide a receipt in PDF format;
familiarize yourself with this information;
if you are just about to make a payment and can't choose a payment aggregator, specify your country.
You can contact support in two ways: send a message to tech support through the Support section in your account and send a message in our chat.
- select the Support section in your account.
- 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 a real one.
- Briefly write the subject of the message, this is the subject, not the message itself.
- Describe your problem in detail, our support does not employ fortune tellers, telepaths, psychics, and clairvoyants, so messages like "It doesn't work" or "I paid, but the money wasn't credited" will tell us nothing and will only add time to solve your problem.
- Check whether you have written everything you wanted and press the Send Message button.
Example of a support request:
After you send the message, it will appear on the right side of the window, under the title My Active Requests.
Responses from support will also appear here.
And your responses, which you can also continue to send on the left side of the window.
In this way, you can interact with support in the request you created until support closes your request or it is automatically closed a day after the last message.
After this, you can only reopen this request via email (responding to the letter with the last support response), as all support responses will also be sent to your email.
Or you can start a new request.
If for some reason you are unable to send a message via the personal account or cannot enter chat, then send an email to support@tv.team from your email, be sure to specify your username. 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.
But keep in mind that letters with attachments do not arrive!
To reply to support about your problem, there is no need to start a new message through your personal account each time. When your problem is resolved or support feels a full response has been provided, your request will be closed. If you have other questions or another problem later, start a new request.
p.s. Frequently asked question - "How can I send you a file (pdf, screenshot, etc.)?";
Simple: post your files on any file exchange, and embed the link to this file in your response.
Examples of file exchanges: 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.
