Help Center
Support Center
Prime TV handles all customer support through our Help Desk at help.primetv.ca, not by email. Check the quick answers and FAQ below first: most common questions about setup, logins, and delivery are solved in a few minutes. If you still need help, open a ticket and our team will reply inside your ticket.
Before You Contact Us
These quick answers cover the most common IPTV support issues and can save you a ticket entirely.
App not working?
Try another supported player first. Most playback issues come from the app, not your subscription.
Didn’t receive credentials?
Your login details are sent by email after checkout. Check your inbox, spam, junk, and promotions folders, and confirm you used the correct email at checkout.
Need setup help?
Visit our Installation Guide before opening a ticket. Most devices can be set up in a few steps.
Wrong login details?
Copy and paste your username, password, and portal/server URL exactly as sent. Extra spaces and typing errors are the most common cause of failed logins.
Frequently Asked Questions
Please read these answers before opening a support ticket.
Your subscription details are sent by email after checkout, and most orders are processed as quickly as possible. Please check your email inbox, spam, junk, and promotions folder. If you still do not see anything after a reasonable time, open a ticket at our Help Desk and include your order number.
Not always. In most cases, the issue comes from the player app and not the subscription itself. Please try another supported app such as TiviMate, IBO Player, or HOT Player before opening a ticket.
The EPG (Electronic Program Guide) is the on-screen TV schedule inside your player app. EPG data is updated regularly, but some channels do not provide complete guide information. Most popular channels will display accurate and up-to-date schedules as expected.
If this is your first time setting up Prime TV, please allow a few minutes for the EPG to fully download and sync.
No. Prime TV provides the subscription and login credentials. You can use any compatible player app supported by your device.
Try a different player app first. Some apps have issues with VOD content while live channels continue to work normally. If there is a known issue, we will post an update on this page.
An invalid login almost always means a small typing error. Please double-check the following:
- Username
- Password
- Portal / server URL
Make sure everything is entered exactly as provided, with no extra spaces. Copying and pasting is recommended.
Yes, if your plan includes more than one connection. Use only the number of devices included in your package. Using more devices than your plan allows may cause connection issues.
The Installation Guide page is in the main menu of primetv.ca. It includes setup steps for supported devices and apps.
The fastest tickets to resolve include all of the following:
- 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
Questions about plans, billing or refunds? See our general FAQ page.