If you contact the chat with a problem, be sure to provide enough information. For example, questions about channel issues should be accompanied by the following information:
provide a table with the results of the speed test of your internet to our servers;
specify your player and the device on which it is installed;
specify how this device is connected to the internet, by cable or via Wi-Fi;
check the channels in the web player in the personal account under the "Home" - "Open Player" section and report the result to support.
and for financial issues, specify the following:
name the payment aggregator through which you paid, i.e., what you selected in the personal account to make the payment;
provide the receipt in PDF format;
review this information;
if you are just about to make a payment and cannot select a payment aggregator, indicate your country.
In the personal account under the Home section, there is a Support Chat button, which you can use to enter our chat and ask your question.
After clicking the Support Chat button, a chat window will open for you in another tab.
Pay attention to the list of chat rooms; they cover different problems or topics. Try to post your questions in the appropriate rooms, I think the room names clearly indicate which topics they cover.
By selecting the appropriate room, the chat itself will open with its message list.
Do not rush to write your questions and problems immediately; don’t think your situation is unique. Scroll up the chat page, read the last few messages; perhaps you are about to write your question right under its answer, and this is not welcomed in any community.
Upon entering the chat, be sure to check the News (news) room, where the latest service news is published.
The chat can be launched not only from the personal account. There are clients (applications) of this messenger for various devices. You can find them here.
You need to log in to the chat with the login and password from the personal account, and also specify our server matrix.tv.in or matrix.tv.team for access.
ATTENTION! If you do everything correctly but cannot enter the chat, and the system complains about an incorrect login/password, please contact support through your personal account. They will check your problem and help solve it if necessary.
The chat operates:
Mon - Sat: 8:00 to 22:00 (Moscow time)
Sun - closed
