Support Ticket Requirements

How to Get the Correct Screenshot

Follow these steps on your phone with Wi-Fi turned off before submitting a ticket. Tickets missing the correct attachment may result in ticket privilege restrictions.

⚠️
Read this entire page before going back to submit your ticket. Submitting without the correct attachment — or submitting about an issue already posted in the Telegram channel — may result in temporary or permanent revocation of your ticket privileges.
Step-by-Step

How to Test & Screenshot the Webplayer on Your Phone (Wi-Fi Off)

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Wi-Fi Must Be OFF for This Test. You must disable Wi-Fi on your phone and use mobile data only before opening the Webplayer. This is how we verify whether your issue is network-related. Screenshots taken with Wi-Fi on will not be accepted.
1

Turn Off Wi-Fi on Your Phone

Go to your phone's Settings and turn Wi-Fi OFF. Make sure you are connected to mobile data (cellular) only. Do not skip this step — it is required.

On iPhone: Settings → Wi-Fi → toggle Off. On Android: Settings → Network & Internet → Wi-Fi → toggle Off. Confirm your status bar shows a mobile data signal, not a Wi-Fi icon.
2

Open the Webplayer in Your Phone's Browser

With Wi-Fi off, open Chrome or Safari on your phone and go to http://thewebplayer.tv

Use your phone's browser — not an app. Do not use a computer, TV, or Firestick for this test. The screenshot must come from your phone with Wi-Fi disabled.
3

Enter Your Login Credentials

Log in using the username and password from your subscription. These are the same credentials you normally use for the service.

If you have forgotten your credentials, check your original welcome email before opening a ticket.
4

Take a Screenshot of What You See

After logging in (or attempting to), take a screenshot of whatever appears — whether it loads, shows an error, or goes blank. This is your required attachment.

On iPhone: press Side Button + Volume Up at the same time. On Android: press Power + Volume Down at the same time. Your screenshot saves to your Photos/Gallery.
5

Attach the Screenshot to Your Ticket

Go back to the support ticket form and attach the screenshot you just took using the attachment field. Then you can proceed to submit.

Make sure the screenshot clearly shows the Webplayer page and that your phone's status bar is visible — it should show mobile data bars, not a Wi-Fi symbol.
What to Attach

Based on Your Issue Type

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Login Issues (Can't Log In)

Attach a screenshot of the Webplayer login page on your phone — with Wi-Fi off — showing the error or whatever state appears after entering your credentials.

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Buffering / Playback Issues

Log in on your phone with Wi-Fi off, navigate to the channel giving you trouble, and screenshot that channel while it is buffering or showing the issue. The channel name must be visible.

Attachment Rules

What Is & Isn't Accepted

✓ Acceptable

  • Screenshot from your phone's browser
  • Wi-Fi is OFF — mobile data only
  • Shows the Webplayer login page or channel
  • Phone status bar visible (no Wi-Fi icon)

✕ Not Acceptable

  • Screenshot taken with Wi-Fi still on
  • Photo of your TV or Firestick screen
  • Screenshot from a computer or laptop
  • Screenshot of a different app or player
  • No attachment at all
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Ticket Privilege Warning

Submitting a ticket without the correct attachment, or submitting about an issue already posted in the Telegram channel, will result in temporary or permanent revocation of your ability to open support tickets. This policy is enforced strictly and without exception.

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