How to reach us
Open the chat from the button on any page of the site. Write your question in your own words: there is no form to fill in and no ticket number to keep. A person reads the conversation and replies in the same window.
We do not give fixed response times on this site. Replies are usually faster when the question is precise, which is why the section below matters.
What to include in your message
A clear first message often gets a complete answer in one reply. Include:
- Your device: for example a Samsung or LG TV and its approximate year, a Fire TV Stick, an Android TV box or a phone.
- The app: the exact name shown on its splash screen, such as IBO Player or IBO Player Pro.
- What you were doing: installing, activating, adding a playlist or watching.
- What you see: the exact wording of any error message, or a photo of the screen.
- What you have already tried: restart, re-entering the codes, testing on another device.
Do not send your full MAC address together with your Device Key, or your subscription password, unless we specifically need them to help you. Anyone with those details can manage your playlists or use your access.
What we can help with
On the guide side of the site, we can help you understand the setup steps, point you to the right guide, and help you work out whether a problem comes from the app, the playlist or the connection. Our IBO Player not working guide covers most of those cases and is worth reading first.
If you are thinking of ordering a subscription, the chat on the local version for your country handles orders, payment questions, the app activation service and subscription support for that market.
What only the app publisher can do
Some requests can only be handled by the publisher of the app: refunds or transfers of an app license, activation problems on the publisher’s own website, or questions about future versions. We are not the publisher of IBO Player or any other app. For those topics, use the contact options on the app’s official website, and keep your proof of activation ready. Our IBO Player activation guide explains where that proof comes from.
Privacy of your messages
Messages you send through the chat are used to answer you and are not used for unrelated purposes. You can ask for your conversation to be deleted at any time, through the same chat. Our privacy page explains what data is processed and why.