Skip to content What to send support so we can fix it quickly
Five lines that answer the questions we would otherwise have to ask, and the one thing never to send.
Write to mtivi.app/contact-us or email support@mtivi.app. Include these and we can usually answer on the first reply.
What to include
The five lines
Your Device ID
From the device screen in the app. It tells us which device you mean.
The device
For example a Fire TV Stick 4K, or a phone.
Playlist type
Xtream, M3U or portal.
The exact message
Word for word, with the code. A photo of the screen is perfect.
What you were doing
One line: which channel or film, and roughly when.
Never send your Device Key, your playlist password or your portal MAC. We do not need them, and anyone who reads them can use your playlist. We will never ask for them.
The diagnostics recorder
For a playback problem, Settings then Advanced has a diagnostics recorder. Start it, reproduce the problem, and it shows a summary. Nothing is saved or sent: take a photo of that screen and send it to us.
What we can and cannot fix
| We can help with | Only your service can |
|---|---|
| The app, your account, plans, payments and devices | Channels missing from your playlist |
| Reading an error and telling you what it means | An expired or blocked subscription |
| Settings, backups and transfers | Stream quality and server outages |
Anything about the channels themselves belongs with the service you bought them from. Anything about the app, your account or your plan is ours.
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