After paying for a new subscription
Keep your payment receipt and note the connection count and term you selected. Follow the WhatsApp hand-off shown after checkout, or open the contact page from this website. Ask the team to match the payment to your order and provide the correct setup details.
A payment receipt and an activated streaming account are different things. Do not make a second payment merely because an activation message has not arrived. Send the first order reference to support and ask for its status. Delivery depends on payment confirmation and the support process.
Use the login method that matches your message
IPTV players can ask for different account formats. An Xtream-style login usually separates the server address, username and password. An M3U login asks for a complete playlist URL. An activation-code screen may belong to a different app or require a different account format.
Do not substitute a website address for the server address or enter a playlist URL in a username field. Use only the fields and values actually supplied for your account. If the format does not match, tell support the app name and the exact field labels you see.
When the login fails
Avoid repeatedly resetting or reinstalling the app before you have saved your setup details. Reinstallation can remove playlists, settings and favorites. Support can first help you check whether the issue is the account, app or network.
- Check capitalization and remove accidental spaces before or after pasted details.
- Confirm that the subscription is active and that you are opening the intended player.
- Check that the device has internet access, then close and reopen the player once.
- Record the exact error text. A connection error and an incorrect-password message need different checks.
Keep your account details private
Passwords and playlist URLs can grant access to your subscription. Crop them out of screenshots and never post them in a review, forum or public chat. Payment card details are not needed for a setup diagnosis.
If the subscription was purchased from a different website, start with the seller shown on that receipt. Similar brand names do not establish that two storefronts share an account system, and this team may not be able to retrieve an order placed elsewhere.
Your next step
Return to the guidebook, compare CatchON TV plans, or ask about your order.