Where to write
Hours: Mon-Sun, 24 hours. The first reply usually comes within minutes; how long a fix takes depends on what has to be checked, which is explained further down.
What to send for the quickest fix
- The device. Fire TV Stick, Samsung TV, MAG box, iPhone: the model as well, if you know it.
- The player, and how you signed in. TiViMate, IPTV Smarters Pro, Smart IPTV or another, and whether you used the Xtream Codes login or an M3U link. Catch-up and guide problems often come down to this one detail.
- A photo of the guide screen. A phone picture of the TV is fine. It shows us the player, the channel row and the times in one look, which a written description rarely manages.
- The channel name exactly as your list shows it, since the same network can appear in several versions, such as HD and 4K.
- The time it showed, and the time it should have shown, for listings that run early or late, plus the city or time zone you are in.
- Your username, never your password. The username is enough to find the account; nobody at Zyminex needs your password to look into a problem.
With those in the first message we can usually tell straight away whether it is a guide still downloading, a device clock, a sign-in method or something on our side, and say which.
Which details for which question
| You want to | Put this in the first message |
|---|---|
| Order a plan | The term and the number of streams, or press a button on the pricing page and the message is written for you. |
| Start the trial | The device you will test on; the form on the free trial page fills this in. |
| Fix the guide or catch-up | Device, player, sign-in method, a photo of the guide, the channel name and the times. |
| Renew | Your username and the term you want next. |
| Add streams | Your username and the new stream count. |
| Claim a refund | Your username and what fails, within 7 days of activation. The refund policy lists what qualifies. |
| Resell | The word reseller; the reseller page explains the panel. |
| Send a rights notice | Use the DMCA page, which names the designated agent. |
How quickly you will hear back
The line is open 24/7 and the first reply usually comes within minutes. Some things take longer, and it is better to say so up front. A payment has to clear before a login is issued; activation then normally takes under 15 minutes. A channel whose listings have gone missing has to be checked against the guide feed, which is not always a one-message job. And in the minutes before a big live event starts, a lot of people write at once. If a fix needs time, we tell you what we are checking and come back in the same chat, so there is no need to send the message twice.
Worth trying before you write
- Guide blank, or rows reading “No information”? Let the first download finish, then run the guide refresh in the player.
- Listings an hour out? Check the time zone and automatic time setting on the device before touching the player.
- No catch-up icon anywhere? Sign in with the Xtream Codes login rather than an M3U link.
- Stuck on one device? The setup guides go step by step, and the FAQ opens with the guide questions.