top of page

maswali yanayoulizwa mara kwa mara

  • My box is asking me for the server URL. What should I do?
    You should send us a message via email or chat, and we will provide this info. You can also refer to the activation confirmation email we sent you.
  • Can I use my subscription on multiple devices?
    Yes. Subscription is good for multiple devices, but can only be used on one device at a time. For instance, you can watch TV shows on your box and also on your mobile device, just NOT at the same time, otherwise you may experience buffering.
  • Do you offer Trial or Free Test account?
    At the moment, we do not offer free trials.
  • If I change my mind and decide not to continue with the subscription, can I get a refund?"
    At, we want to ensure that you are 100% happy with your purchase. If you have any technical or sales queries, do not hesitate to contact us. However, if you feel the service you purchased is not the best fit for your requirements and you attempted to resolve issues with our support staff, we want to make things right. Although we’d love to know where things went wrong, or how we can improve, send us a message for a full refund within 48hours of your date of purchase.
  • My m3u link is not working?
    If the link is not working, always check the link on PC using the VLC software. If it works it means that there is something wrong on your end. When typing in your M3U link make sure you are not entering any space and you are not using your M3U link on other devices. Contact us if the link does not work on your PC after troubleshooting.
  • My channels are not working?
    We strive to provide you with a high level of service at very discounted rates. So please keep this in mind first and foremost. If a channel is down, we will do our best to restore that back to service. Please use the guidelines below before reporting a channel: – Stop and give it a couple of minutes. We reboot and swap channels when needed. The channel may be coming back. – Is this happening on all channels? If it is, you need to check on your end. – Reboot your devices and wait for 30 secs before turning them back on (STBs, Android Boxes, Routers, Cable modems) – Make sure you are connecting using a LAN (Ethernet) cable to devices, and if you use WiFi, ensure you have a strong and stable connection.
  • Do you have adult channels?
    Yes we offer premium adult channel in HD, please make sure to choose the right pricing plan at the time of order.
  • Do you have EPG (Electronic Program Guide)?
    Yes. We believe this is an integral requirement for a great TV watching experience. Our EPG is also user friendly and detailed.
  • My account is not working what should I do?
    First, please check your network connection, reboot your router and device, and then try again.
  • Does my subscription start to be active right after I make a payment?
    Subscription starts to be active from the moment you receive your activation confirmation via email.
  • How to check my device?
    – Check if you entered your activation details correctly. – Check your network connection, reboot your router and device, and then try again. – If you have PC/Laptop, etc. connected to same internet network check if you are not overloading your network with downloading or watching movies, etc… on these devices. – Your Internet needs to be minimum 25 Mbit Download speed. – Reboot your devices and wait for 30 sec before turning them back on (STBs, Android Boxes, Routers, Cable modems) – Make sure you are connecting using a LAN (Ethernet) cable (preferably) to devices or WiFi if the connection is stable and fast. – If your network connection is not the problem, please check whether your account is used on other devices. – Check if the device/app/program got the latest software and firmware updates. – Check the download speed on the actual device that is streaming our service, you may have 50Mbps on your computer, but the device could be considerably slower, indicating a problem on your internal network. Use to check device internet speed. – Check for any high processor demanding applications running in the background that can be stopped
  • My channel is buffering what should I do?
    Sometimes you may experience buffering due to low internet speed or high internet traffic. Cause: The most common cause of buffering is the result of slow internet connection. This may be because of low internet speed or other users overloading the bandwidth in your house. Do you have lots of users in your home? Disconnect them all and try again The second reason is that you are using Wi-Fi, which may not be suited for watching TV if it is slow/weak due to external interferences. Direct (LAN) connection to internet network in order to enjoy smooth watching without interruptions. Resolution: Directly connect to your router using a LAN (ethernet) cable or to a power line adaptor. If not possible, try moving the box closer to the router. Change your WI-FI channel. To avoid interference with nearby devices. If you experience buffering press “pause” for 10-15 seconds and resume, most of the time that will eliminate the need to buffer.
  • How long before I can use service?
    We activate all new accounts in maximum 3 hours after the invoice is paid.
  • Can’t watch any channel, I am blocked?"
    If you suspect you are blocked by our system, send us an email. Otherwise it could be a number of reasons of which we will be glad to help you sort out.
  • I need 5 TV boxes in my house. How much will I pay?
    For a limited time only, we are offering 1 free box rental with any subscription plan for our Canadian clients. Additional boxes cost C$120 each. The $120 is a discounted rate. No shipping charges.
  • I'm not in or from USA/Canada or the UK. Can I still subscribe?
    Yes. Our service is available worldwide to everyone. All you need is internet 25Mbps or faster.
  • Does your IPTV Service have subtitles?
    Subtitles are disabled at this time.
  • Why my account is not working on my MAG box or STB emulator?
    -Did you give us the correct MAC address? -Are you using a firewall, proxy or VPN? If so, our servers won’t allow you to connect. – Is your Internet speed at the recommended minimum— 25 Mbps —or higher? – Is your device wired in (Ethernet) or is it connected wirelessly (WiFi or mobile data)? Ethernet will always be more stable; use Ethernet, if you can. Otherwise WiFi will work fine only if it's stable and fast (25 Mbps or faster) – Are your device’s specs powerful enough to effortlessly handle live HD streaming? Our premium android boxes have the best specs in the market.
  • I'm getting a black screen in all channels, what should I do?"
    Confirm your TV input/source. Ensure your HDMI cable is properly seated into the box and also into the TV HDMI port. Ensure you are on the correct input/source. If this doesn't help, you will need to perform a hard reset of your device. Simply power off your device, unplug your power cable and re-plug it in.
  • My channel is freezing what should I do?
    If while you are watching a channel the service appears to have paused, simply select and open another channel, then return to the original channel to see if it is now playing, this can be due to break in transmission for a second, the software will halt under these conditions. If this persists, simply power off your device, unplug your power cable for 30 seconds, and re-plug it in.
  • What payment methods are available?
    Pay with your Debit/Credit Card through paypal secured payment portal - and no hidden fees.
  • Some channels are not working (black screen/broken voice)?
    We can not promise all channels will work properly due to your internet speed, Individual channel technical difficulties or if incompatible device/app/program is used.
  • How do I check my internet speed & quality?
    Please use speed test server below to test your internet connection, Do this few times through the day. This will give you a good idea of overall internet speed available to you. A stable 25 Mbps is the minimum requirement.
  • How does hotboxtv work?
    We use Internet technology to send television programming to your TV. We use broadband Internet connection for top international programming directly to your home without a satellite dish. Just connect your device to your internet from the house and on your TV, then sit back and enjoy.
  • Can I use the hotboxtv if I live in an apartment?
    Yes, hotboxtv is perfect for people who live in apartments! It works well everywhere with high-speed internet, including apartment buildings or high-rise buildings, and when a satellite TV dish cannot be installed at your home. Often traveling? Take the hotboxtv, and watch your favorite programs on the go or at the temporary destination.
  • Can I have someone from your technical team help me remotely?
    Yes we offer free online support. This may require our technicians to gain access into your premium android box. To do this, you will have to grant them authorization from your TV screen. For this to happen, you'll need to schedule this through our online support page.
bottom of page