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Epix IPTV customer support

Find your problem below and follow the steps. Most issues have a simple fix. Still stuck? Message us with your device, app and a photo of the screen.

Email support

What’s happening?

Buffering or freezing

Likely cause: Usually Wi-Fi strength or a busy home network, especially in the evening.

  1. Run a speed test on the TV itself (aim for about 20 Mbps for Full HD).
  2. Move to 5 GHz Wi-Fi or plug in a network cable.
  3. Pause downloads, game updates and cloud backups.
  4. In the player, switch to a lower-quality version of the channel or raise the buffer size one step.

Login failed or “account expired”

Likely cause: A typing error in the server address, username or password, or a plan that has ended.

  1. Copy and paste the details from our message instead of typing them.
  2. Check the server address includes http:// and the port number, if any.
  3. Usernames and passwords are case-sensitive; check capital letters.
  4. If your plan end date has passed, message us to renew.

Channel list empty or incomplete

Likely cause: The first load didn’t finish, or the app cached an old list.

  1. Leave the app open for a few minutes on first sign-in.
  2. Use “Reload playlist” or “Refresh” in the app settings.
  3. Check you used the Xtream Codes option, which loads everything, rather than M3U.
  4. Remove and re-add the playlist if the list still looks wrong.

TV guide missing or wrong times

Likely cause: Guide data hasn’t been downloaded yet, or the app time zone is different from yours.

  1. Run “Update EPG” once from the app settings.
  2. Set the app’s time zone (or time offset) to your local time.
  3. Restart the app after the update finishes.
  4. Some channels don’t provide guide data; that’s normal.

Black screen with sound

Likely cause: The device can’t decode that stream with the current player setting.

  1. In the player settings, switch the decoder from hardware to software (or the reverse).
  2. Try the channel’s HD version instead of 4K.
  3. Update the player app and the device system software.

App won’t install or keeps closing

Likely cause: Outdated device software, low storage or an incompatible app version.

  1. Install pending system updates and restart the device.
  2. Free up storage by removing apps you don’t use.
  3. Clear the player app’s cache in the device settings.
  4. Ask us for an alternative app that suits your device.

Try this first

The 60-second reset

Before anything else, this sequence clears most temporary glitches on any device:

  1. Unplug the router and the TV device

    Wait 30 seconds. Unplugging from the wall clears memory properly, unlike standby.

  2. Power the router first

    Wait until its lights are steady, usually one to two minutes.

  3. Then power the TV or stick and open the app

    Open a channel you know works to confirm everything is back.

A home Wi-Fi router beside a tablet displaying the populated Epix preview library.

Talking to us

How support works

  1. You send one message

    Device model, app name and a photo of what you see. That’s all we need to start.

  2. We reply with steps

    Written for your exact device, in plain English.

  3. We check our side

    If the fix isn’t at your end, we check the service and tell you what we found.

  4. We confirm it works

    The conversation stays open until your channels play.

A support representative wearing a headset reviews a setup checklist on a laptop.

Support questions

Is support included in every plan?

Yes. Setup and troubleshooting help is included from the first day to the last day of every plan, including the 1-month plan.

Can you set it up for me remotely?

We don’t take control of your devices. We guide you step by step, often with screenshots, which is safer and means you’ll know how to fix it next time.

I bought a new TV. Do I need a new subscription?

No. Install the player app on the new TV and sign in with the same login. Tell us the model if you’d like the right app suggested.

Where can I check if there’s a known issue?

Message us on WhatsApp. If there is an issue on our side, we’ll tell you what’s happening and when we expect it to be resolved.

Still not working?

Send us your device model, app name and a photo of the screen. We’ll take it from there.

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