Help centre
Questions? Let’s make things clear.
Find help with plans, compatible apps, setup, payments, and streaming.
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Seven categories, 51 answers. Everything is on this page and needs no account — if an answer depends on your order, it says so and gives you a route to a person.
01
Before you subscribe
What IPTV actually is, what you need in place, and what we will not promise before you pay.
7 answers
IPTV is television delivered over your internet connection instead of a satellite dish or a cable line. With iptvfrostlight you watch in a player app on a device you already own, using access details we send once your subscription is confirmed.
iptvfrostlight resells subscription access. We do not own or operate the streaming servers, the channels or the broadcasting rights, so the service you receive is the access we issue plus the player app you install.
There is no box to rent and no engineer visit. Because the player runs on hardware you already have, the app you choose and your home network matter as much as the subscription does.
- IPTV
- Internet Protocol Television — television delivered over your internet connection instead of a satellite dish or a cable line.
Three things: a compatible device, a home internet connection stable enough to stream, and the access details we send by email. Everything else is software you install yourself.
- Check your device family and its exact model or software version against the compatibility list.
- Install the player app we confirm for that device, from the store or official download we name.
- Wait for the access details email, then enter them in the app and let the channel list load.
- Open a few channels to confirm playback before you rely on the service.
Access for the term you buy, up to the number of simultaneous screens your plan states, the setup steps for the device you register, and answers by email. The player app and any licence it charges are separate.
Not included: a player app licence, a device, an internet connection, or any promise about a specific channel being available in a specific quality. Those depend on third parties.
The plan, the term, the number of screens and the total in CAD are confirmed to you in writing before payment, and that written confirmation is what applies to your order.
Yes — tell us the channel, event or league you care about and the device you would watch on, and we confirm availability for your plan in writing before you pay.
We do not publish a fixed channel list because availability changes over time and differs by region and plan. A list printed once would be out of date the moment it mattered.
If a specific match or competition is the reason you are subscribing, name the date. Event availability is the thing most worth confirming in advance.
No trial is published on this site today, and we will not advertise one until it is real. Ask us in writing and we will tell you what is currently possible for your device and term.
A trial is also the wrong test for most households. A short test cannot show how the service behaves on a busy evening on your own network, which is where most problems appear.
What we can do instead: confirm your device compatibility, the channels you care about and the full total before you commit to a term.
No. Picture quality depends on the channel, the stream behind it and the device you watch on, so no honest answer is “everything in 4K”. HD is what you should expect as the baseline.
A player app that supports 4K playback does not make a channel available in 4K. Those are two separate facts, and the second one changes channel by channel.
If a specific 4K channel matters to you, name it and we will confirm whether it is available for your plan rather than leaving you to discover it afterwards.
iptvfrostlight provides your access details; the player app is a separate product, made and sold by its own developer through your device’s store or the developer’s site. We tell you which app we support for your device.
We do not build, sell or license the player app, and no app fee reaches us. That is why we can point you at the stores rather than shipping a file of our own.
The app that works on one device family often does not exist on another — a Samsung television cannot install an Android app, and a Fire TV cannot use the Google Play store.
02
Plans and connections
Screens, devices, locations and terms — three different limits people often treat as one.
7 answers
One connection means one stream playing at the same time. It is not a device count: you can install the app on several devices you own and still have one connection.
Three separate limits get confused with each other, so keep them apart: how many devices the app is installed on (no limit), how many can watch at the same moment (your plan’s connection count), and where the household is (one household).
- Connection
- one stream playing at the same time. It is not the same thing as one device.
Our current plans include 1 simultaneous screen or 2 simultaneous screens or 3 simultaneous screens. The exact number is stated beside each plan. Opening a second screen beyond that number stops or blocks one of the others.
If a screen seems to be refused while another is paused rather than closed, that is usually the same limit: a paused player can still hold its slot.
Tell us how many screens your household actually watches at once and we will confirm the plan that covers it before you pay.
Yes. Installing the app on several devices you own is fine — the limit is how many watch at the same time, not how many have the app installed.
This is why moving to a new television does not normally require a new subscription: install the app, enter the same access details, and close the app on the device you are replacing.
Using the same access details across devices in different households is a different matter, and is not permitted under one subscription.
One subscription is for one household. Watching while you travel is a separate question from how many screens you have, and we confirm it in writing rather than assuming either way.
Simultaneous screens and location are governed by different rules. Two televisions in one home is a connection question; a second home 300 km away is not.
If you need access in two households, ask us before ordering — the honest answer may be a second subscription rather than a workaround.
No. A longer term buys more time, not a different channel set. The content available to you is the same at any term length, and availability can still change over time.
What changes between plans is the term and, on some plans, the number of simultaneous screens. Both are listed beside each plan.
Yes — ask us in writing and we will confirm the difference in total and the date it takes effect before anything is paid. There is no self-serve plan change on this website.
- Tell us your current plan, the email address on the order, and the plan or screen count you want.
- We confirm the new total, the new term and what happens to the time you have left.
- Once you agree and any difference is settled, the change is applied.
Your term starts when the access details we issue are delivered, not when you first open the app or finish setting up a device.
We confirm the start date and the activation timing in writing before you pay, so you know when the clock begins.
If you are not ready to install straight away, say so before payment — it is easier to agree a start date in advance than to correct one afterwards.
03
Devices and recommended apps
Which player app belongs on your device, who makes it, and what it costs to unlock.
9 answers
Find an app for your device
Choose your device and we will show the app we support, who makes it, and the official listing to install it from.
Your player app and your iptvfrostlight subscription are separate. Some players charge their own licence fee. Paying for the player does not activate your iptvfrostlight subscription.
App details checked against the developer’s site or official store listing on 2 November 2026.
Use the app we confirm for your exact device model. Installing a different player is the most common reason a working subscription looks broken.
- Pick your device family in the app finder below.
- Note the model and software version the finder asks for — support depends on both, not just the brand.
- Install from the official store or vendor link that card names, never from a search result.
- Open the guide for your device before entering your details.
It depends on the model year. The app we support on Samsung and LG televisions is ibo Pro Player by IRBOETECH CO. LTD, and it is listed in the Samsung and LG stores only for certain model years.
- On Samsung, open Settings, then Support, then About this TV for the model and year.
- On LG, open Settings, then All Settings, then General, then About this TV for the model and webOS version.
- Search your television’s own app store for the exact name ibo Pro Player.
- Send us the model and year before you subscribe — we confirm whether the listing exists for your set.
Similar names are different products: “ibo Player” and “IBO Player Pro” are not ibo Pro Player, and they use different management websites. Match the store entry, the developer name and the management site together.
A television that cannot install the app is not necessarily unusable — an HDMI streaming stick is often the cheaper answer. Ask us before you buy one.
TiviMate by Armobsoft FZE, installed from Google Play. It is built for a remote rather than a touchscreen and accepts the username, password and server address most subscriptions are issued with.
ibo Pro Player is a verified alternative on Android, useful if you already hold a licence for it or your device cannot install TiviMate from Play.
Both apps can play the same access; you do not need both, and running two players against one connection can hold a screen slot each.
TiviMate, from the developer’s own download rather than the Amazon Appstore — the app is not listed there. Check your Fire OS version first, because the “install unknown apps” setting sits in a different menu on older builds.
- Check the version: Settings, My Fire TV, About. Note the device name and Fire OS version.
- Install Downloader from the Amazon Appstore.
- Allow Downloader to install unknown apps in the Fire TV settings.
- Use Downloader with the code the Fire TV guide lists, which resolves to tivimate.com — never a third-party APK site.
An Android-only app is not automatically a Fire TV app. If a guide tells you to sideload something because “it is Android underneath”, ask us first: the Fire OS build and the device model both matter.
Smarters Player Lite by WHMCS SMARTERS, from the App Store. One listing installs on iPhone, iPad and Apple TV, provided the device meets the minimum iOS, iPadOS or tvOS version shown on that listing.
Availability differs by country store, and the listing states the minimum OS version. If your device is too old to install it, tell us the model and version and we will confirm what is left.
Its listing names M3U and JSON playlists. If your access was issued as a username, password and server address instead, ask us before you start.
Windows can use ibo Pro Player, which the vendor lists for Windows — confirm the exact build with us first. For macOS we have no verified player to recommend yet, so ask before subscribing for a Mac only.
A browser player is the other option where one exists, but browser playback is the least predictable route and we will not point you at an unknown site.
If a computer is your only screen, tell us before you pay so you are not sold a term for a device we cannot confirm.
Sometimes. Some players are free to install with an optional paid unlock; others are paid products. The charge belongs to the app’s developer and is shown in their store or on their site.
Where a player charges, the price is set by its developer, not by iptvfrostlight, and it is shown to you in your own country’s store before you pay. We do not quote app prices here because they change.
A free player is a perfectly reasonable choice. Nothing about your iptvfrostlight subscription depends on buying an app unlock.
No. Your player app and your iptvfrostlight subscription are separate products. Paying the app vendor does not activate, extend or renew your subscription, and no app payment reaches us.
The app fee unlocks app features on your device. The subscription is the access you enter into that app. You need both, and one never substitutes for the other.
If you have paid an app vendor and still cannot watch, the missing piece is almost always the subscription side — send us the exact message you see.
The app stops offering its own premium features until you buy its unlock. Your iptvfrostlight subscription is unaffected — but you may still see a message that looks like an account error.
- Read the exact wording. “Trial expired” or “Premium required” belongs to the app; “account expired” or “device limit” belongs to the subscription.
- If it is the app’s own trial, the unlock is bought from that vendor, in their store.
- If the app is unlocked and playback still fails, send us the message and the app name and version.
We never ask you to pay an app fee to us, and an app fee never extends a subscription term.
04
Installation and activation
How your details arrive, where they go, and what an M3U, a server address or a device key is.
7 answers
By email, to the address used on your order, once payment is confirmed. This site has no customer dashboard, so email is the only place they appear.
Treat that email as confidential: it contains everything needed to watch on your subscription. Do not forward it or paste it into a public form.
If someone else paid for your subscription, the details go to the address on the order unless you tell us otherwise before activation.
The activation time for your order is confirmed to you in writing before you pay. We do not claim instant activation and do not promise a fixed number of hours unless that has been confirmed for your order.
Ask us for the expected timing before you send payment, and keep that message — it is what we hold ourselves to.
If the confirmed period passes with nothing received, write to us with the email address on the order. If activation fails and cannot be corrected, you choose between a corrected activation and a refund of that payment.
Inside the player app, on the screen where you add a playlist or account. Wording changes between app versions, so look for the option that matches the three details we sent rather than a specific button name.
- Open the app and choose to add a playlist or a new account.
- Pick the method that matches your access message: server address with username and password, or an M3U playlist address.
- Type the server address exactly as sent, including http:// or https:// and any port after the colon.
- Save, then let the app download the channel and guide list before pressing anything else.
We never ask you to send your password, playlist address or device key through this website’s enquiry form. If a message asks for them, treat it as fraudulent.
An M3U playlist is a single web address that contains your whole channel list. Paste it into the player and every channel loads at once, instead of typing a server address, username and password.
Treat a playlist address exactly like a password: anyone who has it can use your access. Do not post it in a forum, a chat group or a public support form, and cover it in screenshots.
Some players accept only a playlist address; others prefer the username and password route. If yours needs one form and we sent the other, tell us and we will confirm how to proceed.
- M3U playlist
- a single web address that holds your whole channel list. Opening it in the app loads every channel at once.
Only players that licence a device by key ask for one — ibo Pro Player is the one we support that works this way. The app itself shows the device key or MAC on its activation screen, and you enter it on the vendor’s site, not ours.
Menu paths differ between app versions and device models, so we will not print a button name that may have been renamed. Look for the app’s activation or licence screen.
If you cannot find it, send us a photo of the app’s activation screen with the key itself covered, and we will mark the right field.
We never ask for a device key in the website enquiry form. It belongs in the app vendor’s own portal.
- Device key / MAC address
- an identifier some players use to licence one specific device, instead of a username and password.
Check the junk folder and confirm the address on the order, then write to us. We reissue access details after verifying the order — reissuing never costs you a second payment.
- Search the mailbox, including spam and promotions, for the plan name or “iptvfrostlight”.
- Confirm which email address was used on the order — a typo is the usual reason.
- Write to us with that address and the date you paid.
- Once we have matched the payment, we resend to the correct address.
Yes. Use the contact form and we will reply by email. Send your device model, the app name and version, and the exact message on screen, and we will walk you through the rest.
Support hours are confirmed with you in the reply — we do not publish hours we have not confirmed.
We can talk you through the app’s own steps, but we cannot install an app on your device for you or enter details on your behalf.
05
Payments and renewals
Currency, taxes, methods and what happens at the end of a term. Nothing renews behind your back.
7 answers
The methods we accept are confirmed with you in writing before you pay. This website has no checkout and takes no card details, so payment is arranged directly with our team.
We never ask for a card number, a banking password, a playlist address or a device key by email or through this website. If a message claiming to be from us does, treat it as fraudulent and tell us.
Yes. Every amount on this site is in Canadian dollars, and the total for your term is confirmed in CAD in writing before you pay.
The amount that applies is the total for your term and connections as confirmed in writing — not a monthly figure calculated on this site.
Whether applicable taxes are included in your quoted total is confirmed with you in writing before payment, together with the final amount. We do not describe a total as tax-inclusive unless it is.
No. Renewal is manual: there is no recurring billing and no payment method is stored, so nothing is charged behind your back at the end of a term.
We confirm the renewal timing and method for your plan before your term ends.
The trade-off is that a term does not restart by itself. If you want continuous service, renew before the end date rather than after it.
Ask us in writing before your term ends and we confirm the price, the new term and the start date. Renewal is manual, so nothing happens unless you arrange it.
- Write to us with the email address on the order and the plan you want to continue.
- We confirm the total in CAD and the new dates in writing.
- Once payment clears, the term is extended and you keep the same access details where possible.
It can. We confirm the renewal total in writing before you pay it, so you always know the price before committing to another term.
Because renewal is manual, a change in price never happens to you silently — the new total is agreed with you first, or you let the term end.
Access stops at the end of the term you bought. Nothing is charged automatically, and renewing restores access once payment is confirmed.
- Expect playback to stop at the term end date confirmed on your order.
- If you want to continue, arrange renewal before that date so the gap is short.
- If playback stops earlier than the confirmed date, contact us with the exact message — that is a fault, not an expiry.
06
Playback and troubleshooting
Work through symptoms in an order that keeps your settings: read the error before clearing anything.
9 answers
Troubleshooting by symptom
Tell us what you are seeing and we will give you the checks in an order that keeps your saved settings.
The app accepts the details but the channel list never appears.
Tick the steps you have already tried
Treat a playlist link as a password. Do not send it in a public form, and hide it in screenshots.
Never send your password, playlist address or device key. Tick the steps you tried and we will ask only for what is missing.
Either a detail was typed differently from what we sent, or the app is not the one your access was set up for. Check the characters before changing anything else.
- Read the exact error: “invalid credentials” is a detail problem, while “device limit” or “connection limit” is a plan limit.
- Retype the username and password instead of pasting — a trailing space is the most common cause.
- Match the server address exactly as sent, including http:// or https:// and any port after the colon.
- Confirm the term has not ended: renewal is manual, so an expired term looks exactly like a rejected login.
- Try the same details in the same app on a second device you own to see whether the details or the device are at fault.
If the app reports a device or connection limit, that is the number of simultaneous screens on your plan, not a wrong password. Closing the app fully on a screen you are not using frees that slot.
- Server address
- the web address your player app connects to, usually sent with a port number after a colon.
Still need help?
Send this question with your device detailsUsually the address is incomplete or already in use elsewhere. The app accepted the details, so the connection is reaching something — it is the playlist or the screen limit that is failing.
- Open the playlist address once on a computer on the same home network. That tells you whether the address works at all.
- Check the whole address was copied, including everything after the last slash.
- Look for a limit or “maximum connections” message in the app — a second device can hold the slot.
- Give the app a minute on first load: it is downloading the channel and guide list.
- If it works on a computer but not on the device, tell us the device model — some televisions cannot decode every format.
Treat the playlist address as a password. Never send it through the website form, and cover it in any screenshot you share.
- M3U playlist
- a single web address that holds your whole channel list. Opening it in the app loads every channel at once.
Still need help?
Send this question with your device detailsIf other channels play, your access, app and network are working — the fault is with that one stream or that one channel’s source.
- Try three or four other channels to confirm the rest work.
- Retry the failing channel a few minutes later; some sources need a moment before they start.
- Note the exact error and the channel name, and the time you tried.
- Send us that detail — a channel fault is fixed at the source, not on your device.
Catch-up, recording and 4K are app capabilities and channel capabilities at once. An app that supports them does not make every channel available in them.
Still need help?
Send this question with your device detailsWhen nothing plays at all, look at the account and the network in that order. It is rarely the app itself.
- Read the exact message rather than restarting straight away.
- Confirm the subscription term has not ended — renewal is manual.
- Check another app on the same device (a video site is enough) to see whether the internet is working.
- Close the player fully on other screens that could be holding your connection slots.
- Restart the app, then the device, in that order.
- Check the home network: wired where possible, or the 5 GHz Wi-Fi band near the router.
If another streaming app also fails, the problem is your internet connection, not iptvfrostlight. If everything else works and only the player fails, send us the message and the app name.
Still need help?
Send this question with your device detailsBuffering is nearly always the home network rather than the stream. The order below finds the cause without changing any settings you would have to set up again.
- Compare the device on Wi-Fi with one on a cable, if you can — wired is the quickest way to rule the network out.
- Check whether other streaming apps stall at the same time of evening.
- Move the device closer to the router, or switch it to the 5 GHz band.
- Close the player on screens you are not using, and anything else downloading on the network.
- Restart the app, then the device once.
- Note the time it happens and whether every channel behaves the same way.
We do not promise that a VPN, a DNS change or a factory reset will fix playback. An extra hop usually makes a stream slower, not faster, and a reset costs you every setting on the device.
Increasing a buffer can smooth a shaky connection, but a very large buffer slows channel changes. Change one setting at a time and undo it if it does not help.
Still need help?
Send this question with your device detailsFirst decide whether the silence follows the channel or the device: play another channel. One silent channel is the stream; every channel silent is the app, the device or the audio output.
- Turn up the volume on both the device remote and the television remote — they often control two different volumes.
- Check the audio track chosen in the app, where the stream offers more than one language.
- Play a different channel to see whether the silence is channel-specific.
- If you use a soundbar or receiver, check the television’s audio output setting.
- Mute and unmute once, then restart the app.
Still need help?
Send this question with your device detailsThe guide is downloaded separately from the channel list, so it can be empty while every channel still plays. An empty guide never means your subscription has stopped working.
- Give the first guide refresh several minutes — it is a large download.
- Refresh the guide inside the app rather than reopening the app.
- Confirm the channels play, so you know it is the guide and not the access.
- Tell us the channel and the app, and we will confirm whether guide data is supplied for it.
Some app vendors state they have no guide of their own, in which case the schedule depends on the data supplied with your access and may be limited.
- EPG (programme guide)
- the schedule shown beside the channels — what is on now and next.
Still need help?
Send this question with your device detailsThat is the simultaneous screen limit on your plan, not a fault. Installing on several devices is fine; watching beyond the plan’s connection count is not.
- Check how many simultaneous screens your plan includes.
- Close the player fully on a device you are not using, rather than leaving it paused.
- Sign out of devices that keep a session open.
- If the count still seems wrong, tell us which devices were playing and we will check what your plan allows.
Still need help?
Send this question with your device detailsOnly after the checks above. Clearing app data removes your saved access details and settings, so treat it as a last step rather than a first one.
- Write down the app name and version before you change anything.
- Try closing and reopening the app first — that fixes most menu and loading oddities.
- Restart the device before clearing anything.
- If you do clear data, expect to re-enter your access details and rebuild favourites.
- Reinstall only if the app itself is failing to open or update.
Reinstalling does not renew a subscription or change a plan limit, so it will not fix an expired term or a screen limit.
Still need help?
Send this question with your device details07
Refunds and account privacy
Cancelling, refunds, correcting your details and asking us to delete them.
5 answers
Write to us with the email address and plan on the order and what you are asking for. We acknowledge within 10 business days and give a decision with reasons within 30 days.
- Include the email used on the order and the plan or payment date.
- Say whether you want a cancellation, a refund or a charge corrected.
- Describe what went wrong, with the exact error if there is one.
- If someone else paid, tell us who, so we can match the payment.
No refund window is published yet. Before you pay, we confirm the amount, the term and the conditions that apply if you later cancel or ask for a refund — ask for that in writing and keep it.
Your province’s consumer protection law applies even where our policy says nothing, and we will not treat a complaint as closed while it is unresolved.
Ask us in writing — there is no account to close and nothing recurring to switch off, so a message is the whole process.
Because renewal is manual, your subscription simply ends at the term date you already have. Cancelling means telling us you do not want to renew, and asking for any refund or correction you believe applies.
If you have paid for a term and want to stop part-way through, the refund conditions confirmed to you in writing before payment apply, along with your provincial consumer rights.
Write to us from, or naming, the email address on the order and tell us what is wrong. We correct it and confirm the change by email.
There are no customer accounts on this site, so what we hold is the enquiry and order correspondence we exchanged. Correcting it means correcting that record and where your access details are sent.
If your access details went to a mistyped address, tell us both addresses. We reissue after verifying the order and do not charge for it.
Ask us in writing for a copy, a correction or a deletion of the information we hold about you. We reply by email and explain anything we are required to keep.
We hold what you send in enquiries, plus a one-way hash of your connection address used for spam control — never the address itself. There is no account system, no checkout and therefore no password or card data held here.
Some records, such as an order or a complaint, may be kept for a period required by law or for accounting. Where that applies we tell you what is kept and why.
Optional analytics stay off until you allow them; “Cookie settings” in the footer changes that choice at any time.
Use the contact form and we reply by email. Include your device model and the exact message on screen and one reply usually settles it.
Support hours are not published until they are confirmed, so ask in the reply and we will tell you when the team is available.
We never ask for your password, your playlist address or a device key through the contact form, and neither should anyone claiming to be us.
Still need help?
Send the question with your device model, the app you are using and the exact message on screen. One reply usually settles it, and we will tell you if something needs a different answer than this page gives.
- Never send a password, playlist address or device key — no form here asks for one.
- A screenshot helps; cover your access details before you attach it.