EPG & Login Issues

Two problems come up more often than any others: an empty or incomplete programme guide (EPG), and login details that get refused. Both look alarming, both are usually fixed in a few minutes — and neither means your subscription is broken. Work through the sections below for your specific symptom.

How to identify your issue

• “Invalid username or password” / “Login failed” — the app refuses your access details outright. Jump to the login section.
• Channels load but the TV guide is empty — you can watch, but there’s no programme information. Jump to the EPG section.
• Black screen when a channel starts — the app accepts your login, the channel “opens”, but nothing plays. Jump to the black-screen section.
• “Your subscription has expired” — check whether your plan is actually still active before anything else.

“Invalid login details” or refused connection

Login failures are almost always about how the details were entered, not the details themselves. Go through these in order:

1. Copy, don’t type. Usernames and passwords are case-sensitive, and a single wrong character — or an invisible space at the start or end — is enough to fail. Copy the details directly from the email or WhatsApp message we sent you, and paste them in.
2. Don’t modify the server URL. Copy the server address exactly as received. Don’t add or remove “http://”, don’t change the port number, don’t “fix” anything that looks odd.
3. Check for extra spaces. If you typed manually, this is the #1 cause. Mobile keyboards love adding a space after pasted text — delete it.
4. Test on another device or app. Enter the same details in a different player app or on your phone. If it works there, the problem is the app’s configuration, not your access.
5. One connection at a time. If your access is already active on another screen, a second connection may be refused. Close the app on the other device and try again.
6. Check your subscription status. Trial access expires after 24 hours; subscriptions end on their renewal date. If your plan lapsed, renew on the pricing page and you’ll receive fresh details.
7. Wait 10 minutes after signup. Brand-new access details can take a few minutes to activate on all servers. If you just subscribed, give it a moment.

Programme guide (EPG) is empty or incomplete

The EPG is the TV guide — the list of what’s on now and next. When it’s empty, your channels still work; you just can’t see programme names and times.

1. Wait for the first load. The initial EPG download can take 5–15 minutes, especially with tens of thousands of channels. Leave the app open and check back.
2. Force a refresh. Most player apps have a “Refresh EPG”, “Update guide” or “Reload EPG” option in settings. Trigger it manually.
3. Check the EPG URL (M3U connections). With an M3U playlist, the guide URL is separate from the playlist URL — both must be entered, exactly as provided. One missing character breaks the whole guide.
4. Xtream Codes connections: the EPG normally loads automatically with the playlist. If the guide is still empty after 15 minutes, delete the connection in the app and set it up again from scratch.
5. Clear the EPG cache. A corrupted guide download can block future updates. In the app settings, find the option to clear EPG data, then refresh.
6. Check the time zone. If programme times look wrong (shifted by hours) rather than missing, the app is using the wrong time zone — set it to your local zone in the app or device settings.

Partially empty guide? That’s normal and not a bug: not every channel broadcasts programme data. The guide fills in for channels that provide it; smaller or international channels often don’t. If major French channels (TF1, France 2, M6…) show no data after a refresh, then it’s worth investigating.

Black screen when a channel starts

The app accepts your login, you pick a channel, and… nothing. Black screen, sometimes with a loading spinner that never ends.

1. Wait 10–20 seconds. Some channels genuinely take longer to start, especially in 4K. Give it a moment before assuming it’s broken.
2. Try another channel. If other channels play, the app and your connection are fine — that one feed is having issues. Try again later.
3. Switch the video player. In the app’s settings, change the player engine (from the built-in player to an external one like VLC or MX Player, or vice versa). This fixes a surprising number of black screens.
4. Toggle hardware decoding. If the app offers hardware/software decoding options, try the other one.
5. Restart the app completely. Force-close it and reopen — don’t just go back to the menu.
6. Check your speed. A connection too slow for the stream can manifest as an endless black screen rather than visible buffering. See our anti-buffering guide.

App and device checks

• Update the player app to the latest version — login and EPG bugs get fixed in updates.
• Reinstall as a last resort. If nothing else works, uninstall the player app, reinstall it, and enter your details fresh. (Keep your access details safe before doing this.)
• Try a different app with the same details to isolate whether the problem is the app or the access itself.

When to contact support

If you’ve worked through the relevant section and the problem persists, write to us via the contact page or WhatsApp with:

• Your device (brand and model) and the player app you’re using
• The exact error message (a screenshot is ideal)
• Whether it ever worked, and what changed since
• For EPG issues: whether the guide is fully empty or partially filled

Frequently asked questions

My password worked yesterday and stopped overnight. What happened?

First, check that your subscription is still active — trial access expires after 24 hours, and paid plans end on their renewal date (see pricing). If your plan is active, your details may need re-entering after an app update. If neither applies, contact us: we’ll check your access from our side.

The EPG works for French channels but not international ones.

That’s expected. Programme data comes from the channels themselves, and many international or niche channels don’t broadcast it. There’s nothing to fix — the guide shows data where data exists.

Can I use my access on two devices at once?

Access is intended for personal and household use — simultaneous connections on multiple screens may be limited depending on your plan. If you need multi-screen viewing, ask us on WhatsApp about the options.

I lost the message with my access details.

Check your email spam folder and WhatsApp message requests first. If you really can’t find them, contact us with the email or phone number you signed up with and we’ll resend them after verifying your identity.

The app says “connection timeout” or “server unreachable”.

That’s a network issue between your device and the server, not a login problem. Check your internet connection, try switching from Wi-Fi to mobile data (or vice versa) to test, and restart your router. If it persists across networks, contact us.

Setting up for the first time? Follow our step-by-step setup guides. For playback stuttering, see how to fix buffering, or browse the full help centre.