Support
Most questions are about playlists and streams. Check the quick fixes below, then write to us.
E-mail support
Send your iOS version, the type of playlist (M3U or Xtream) and what happens when the problem occurs. Never send your provider password.
Write to [email protected]We usually reply within one business day.
Before you write
- Update to the latest version of Zaptun and iOS
- Try the stream in another player or in Safari to rule out a provider outage
- Include a screenshot of any error message
- Tell us whether the problem is on Wi-Fi, mobile data or both
Quick fixes
My playlist won't load
Check the URL in Safari first: it should download a file starting with #EXTM3U. For Xtream, make sure the server includes http:// or https:// and the port (e.g. http://host:8080). Some providers block more than one connection; close other players.
A channel shows a spinner or black screen
Open the player menu and switch the engine (Auto → VLC or Apple). Zaptun remembers the choice per playlist. If it still fails, the stream itself is likely offline on your provider's side.
Video plays but there is no sound
The stream probably uses AC3/EAC3 audio, which Apple's player mutes. Switch to the VLC engine in the player menu; Zaptun does this automatically for VOD.
EPG is empty
For M3U, add your provider's XMLTV URL in the playlist settings. For Xtream, EPG comes from the panel; some panels only publish a few hours. Pull to refresh in the guide.
I paid but the app still shows the paywall
Tap Restore Purchases on the paywall with the same Apple ID you bought with. If it still fails, e-mail us your App Store receipt number.
How do I cancel my subscription?
Open iOS Settings → your name → Subscriptions → Zaptun, or use the Manage subscription button in Zaptun's Settings.