Need help with your IPTV service? Before sending an email, (itsupport@aubretia.ca) please check the answers below. Most common questions can be solved in just a few minutes.
Free V12 Player App Issue - Action Required
Movies and TV shows are currently not working on the free V12 MATE player app. Live TV channels work normally. Please use an alternative player such as TiviMate, IBO PLAYER, or HOT Player until we resolve this issue. We will keep you updated once the free app is back to normal. Thank you for your patience. Please note: We provide a free player as a courtesy. The subscription will work on any player. Check Google for setup instructions for the player you choose to use for your subscription.
Before You Contact Us
Please review these quick answers first. They cover the most common issues and can save you time.
App not working?
Try another supported player first. Many playback issues are related to the app, not the subscription.
Didn’t receive credentials?
Check your inbox, spam, junk, and promotions folder. Also make sure you used the correct email at checkout.
Need setup help?
Please visit our installation guide before emailing support. Most devices can be set up in a few steps.
Wrong login details?
Copy and paste your username, password, and portal exactly as sent. Avoid extra spaces or manual typing errors.
Frequently Asked Questions
Please read these answers before sending a support request.
I placed an order. When will I receive my subscription?
My app is not working. Does that mean my subscription is not working?
Why do some or all channels show “No Information” in the EPG?
If this is your first time setting up IPTV, please allow a few minutes for the EPG to fully download and sync.
Do you provide apps with the subscription?
Live TV works, but movies or series do not work. What should I do?
I entered my login details and it says invalid. Why?
• Username
• Password
• Portal / server URL
Make sure everything is entered exactly as provided, with no extra spaces. Copying and pasting is recommended.
Can I use my subscription on more than one device?
Where can I find the installation guide?
I want faster support. What should I include in my email?
• Your order number
• The email used at checkout
• Your device name
• The app you are using
• A short description of the problem
• A screenshot if possible
Email Support
If your question is not answered above, please contact our support team and include the required details for a faster reply.
- Include your order number
- Use the same email entered at checkout
- Mention your device and app name
- Explain the issue clearly
- Add a screenshot if available
Support Reminder
For common questions about setup, apps, login details, and delivery, please read the FAQ first. This helps reduce wait times and gets you the answer faster.