Customer Support & Help Center

Dedicated support for IPTV Player across iOS, macOS, Android TV, and Firestick

1. Contact Support

Have questions, encountered an issue, or need help configuring your playlist? Our technical support team is here to assist you.

Direct Support Channels

Primary Support Email: support@iptvplayer.tv

Developer Inquiries: contact@rockteamapps.com

Response Time: We review all inquiries and respond within 24 to 48 hours.

When contacting us, please include:

Device Model & Operating System Version (e.g., MacBook Air M2, macOS Sonoma / iPhone 15, iOS 17)
App Version installed (visible in Settings → About)
Playlist Type (M3U URL, Xtream Codes, or Stalker Portal)
A brief description of the issue or screenshots if applicable

2. Quick Setup & Getting Started

How to Add Your Playlist

M3U / M3U8 URL: Open the App → Tap "Add Playlist" → Choose "M3U Link" → Paste your valid M3U link and give it a name.
Xtream Codes API: Choose "Xtream Codes" → Enter your Server URL (e.g., http://example.com:8080), Username, and Password.
Stalker Portal: Choose "Stalker Portal" → Provide the portal server URL and ensure your device MAC address is authorized with your provider.

Syncing Electronic Program Guide (EPG)

The app automatically updates XMLTV EPG data associated with your playlist. To manually refresh EPG data, go to Settings → Refresh EPG Data.

3. Troubleshooting Common Issues

Playback Buffering or Freezing

Check Network Speed: High-definition (1080p / 4K) streams require a stable internet connection of at least 25 Mbps.
Player Engine: If a stream does not play or lacks audio, go to Settings → Playback Engine and switch the decoder mode.
Server Overload: Temporary stuttering may occur if the stream server is experiencing high traffic. Try switching between stream resolutions if provided.

Restoring In-App Purchases (macOS & iOS)

If you purchased IPTV Player Pro on an Apple device (iPhone, iPad, or Mac), your license is tied to your Apple ID:

Ensure you are signed in with the same Apple ID used to make the purchase.
Open IPTV Player → Navigate to Settings → Select Restore Purchases.
Your Pro status will activate immediately with no additional charge.

4. Keyboard Shortcuts on macOS

When watching on Mac, you can navigate using standard keyboard controls:

Spacebar: Play / Pause
F: Toggle Full-Screen mode
M: Mute / Unmute audio
Up / Down Arrow: Channel zapping / Volume control
P: Toggle Picture-in-Picture (PiP) window

5. Important Safe-Harbor Notice

IPTV Player: The Ultimate TV App is strictly an independent media playback tool. We do not provide, host, stream, sell, or verify third-party playlists, channels, or copyrighted media. Users are responsible for providing their own legally licensed playlists.