Contacting support: what should I send so you can help fast?

We're happy to help on WhatsApp or live chat at zenithplayer.us. A message like "it doesn't work" means we have to ask several questions first. Sending the right details in your first message gets you a fix much sooner.

1. Your device code

This is the most useful thing you can send. It lets us find your device and plan straight away.

1. Open your profile avatar in the top-right corner.
2. Go to Settings → Help & support.
3. Your device code is shown there: a short mix of letters and numbers.

If the app is locked, the device code is also shown on the locked screen. Help & support also has Live chat, so you can message us right from the TV.

2. A photo of the screen

Use your phone to take a picture of the TV showing the problem. An error message, a frozen picture or an empty list tells us a lot. Make sure any text on screen is readable.

3. What you were doing

Tell us in a sentence or two:

• What you pressed or opened just before the problem
• Whether it happens on one channel, movie or category, or everywhere
• When it started, for example after an update or after renewing

4. What you've already tried

This saves you repeating steps. Common things worth trying first:

• Closing and reopening the app
• Restarting the TV box and router
• Settings → Reload content
• Trying a different channel

5. Your device type

Let us know if you're on Fire TV, Android TV, a Google TV box, or an Android phone or tablet. If you sign in with a login from your TV provider, mention that too. Please don't send your password in the chat unless we ask.

An example message

"Hi, my device code is shown in the photo. Movies won't open since yesterday. I'm on Fire TV. I've restarted the box and used Reload content, but it's the same."

Still stuck?

That's what we're here for. Message us on WhatsApp or live chat at zenithplayer.us with your device code (found in Settings → Help & support) and a photo of the screen, and we'll take it from there.