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Questions before you order? Real people answer on WhatsApp and email, in English.

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Customer support

Something not working? Let’s fix it together

Start with the quick fixes below: they solve most problems in a few minutes. If they do not, message us with a photo of your screen and we will take it from there.

Jump to quick fixes
  • Messages answered in order of arrival
  • Support in English
Illustrative support specialist beside a monitor showing a Smartiflix setup guide.
Illustrative support scene

Quick fixes

Pick the problem you are seeing

Each fix is in the order we would try it ourselves. Stop as soon as it works.

The picture buffers or freezes
  1. Restart the router: unplug it for 30 seconds, plug it back in and wait two minutes.
  2. Restart your TV or streaming device completely (unplug it, do not just use standby).
  3. Connect the main TV with a network cable, or switch it to your 5 GHz Wi-Fi network.
  4. Pause other heavy downloads in the house, such as game updates or cloud backups.
  5. Still buffering on one channel only? Tell us which one — it may be a channel issue we can check.

The app says my login is wrong
  1. Copy the details exactly as we sent them: they are case-sensitive and spaces matter.
  2. Check the server address includes the full “http://” part if the app asks for it.
  3. Make sure your plan has not expired; your end date is in our order message.
  4. Signed in on too many devices at once? Sign out of one and try again.

The TV guide is empty or the times are wrong
  1. Wait five minutes after the first sign-in, then use the app’s “Update EPG” option.
  2. Check the device date, time and time zone in its system settings.
  3. If times are off by whole hours, set the guide time offset in the app to your time zone.

I cannot find the app on my TV
  1. Search the TV’s own app store for the exact app name we recommended.
  2. Some apps are not offered on every TV brand or region; ask us for an alternative.
  3. On older TVs, a streaming stick plugged into HDMI is usually the quickest solution.

A channel is missing or will not play
  1. Refresh or reload the playlist from the app’s settings.
  2. Try another channel in the same category to see whether the issue is just one channel.
  3. Send us the channel name and a photo of any error so we can check it.

A payment or renewal question
  1. Have your order email, the date you paid and the amount ready.
  2. Email us for anything you want on record, such as a receipt or a refund request.
  3. Read the refund policy for the rules on refunds.
A home router beside a television showing the Smartiflix nature preview.
Router in the open, close to the TV

Home network

Five network habits that prevent most buffering

  1. Give the main TV a cable

    An Ethernet cable (or an Ethernet adapter for streaming sticks) is the single biggest improvement.

  2. Prefer 5 GHz Wi-Fi

    It is faster and less crowded than 2.4 GHz, though it does not pass through walls as well.

  3. Move the router into the open

    Not in a cabinet, not on the floor, not behind the TV.

  4. Restart it every so often

    Routers run better after a restart, especially older ones supplied by internet providers.

  5. Test your speed on the TV itself

    A phone next to the router can show a much better number than the TV gets across the house.

Contacting us

What to send so we can help on the first reply

  • Your device and model, e.g. “LG OLED 2021” or “Fire TV Stick 4K Max”.
  • The app name and, if you know it, its version.
  • A photo of the screen showing the error or the problem.
  • When it started and whether it affects every channel or just one.
  • Your order email or username. Never your password or card number.

What to expect from us

  1. A first reply

    Messages are answered in the order they arrive.

  2. A fix or a clear next step

    Exact steps for your device, not a generic article link.

  3. A follow-up if needed

    If something needs checking on our side, we tell you and come back with the result.

Not happy with how a request was handled? Email [email protected] with “Escalation” in the subject and it will be reviewed separately.

Choose how to reach us

  • Email

    Best for billing records, receipts and longer questions you want in writing.

    [email protected]

    Send an email

  • Setup guides

    Step-by-step instructions for every supported screen, with fixes for common errors.

    Available any time

    Open the guides
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