To get in touch with support you can use two methods: send a message to tech support through the Support section in your personal account, and send a message in our chat.
- select the Support section in your personal account.
- The email is already filled in, by default it is taken from your personal 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 was not credited" will not tell us anything and will just add time to solve your problem.
- Check whether you wrote everything you wanted and click the Send message button.
Example of a completed support request:
Once you send a message, it will appear on the right side of the window, under the My active requests heading.
The support replies will appear here.
And your replies, which you can also continue to send from the left side of the window.
Thus, you can communicate with support in the request you created until support closes your request or it closes automatically a day after the last message.
After that, you can reopen this request only through email (by replying to the email with the last support response), as all support responses will also come to your email.
Or you can start a new request.
If for some reason you cannot send a message through your personal account or cannot log into the chat, then send an email to support@tv.team from your email, be sure to include your login. In this case, responses from support will come to your email, which you specified in your personal account, so check that it is real and you have access to it.
When contacting tech support, please provide enough information. For example, accompany questions about channel operation problems with the following information:
provide a table with the results of testing your internet speed to our servers;
specify your player and the device on which it is installed;
indicate how this device is connected to the Internet, by cable or Wi-Fi.
for financial questions, please indicate the following:
name the payment aggregator through which you paid, i.e. what you chose in your personal account for payment;
provide a 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.
To reply to tech support about your problem, you don't have to start a new message through your personal account every time. When your problem is resolved, or when support believes that you have been given a complete answer, your request will be closed. If you have other questions or another problem later, then start a new request.
P.S. A common question is - "How to send you a file (PDF, screenshot, etc.)?";
You can use one of these ways:
1) while replying to the email that came 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 reply.
Examples of such 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.
