Support
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Most playback faults start at the provider or the network, not the TV.
One: in the player choose More › Switch source. All: check the login and expiry date in Settings › TV services.
Another TV, a phone, Multi-view or a recording can use up your provider’s connections. Many allow only one or two.
Raise Buffer size and set Use less data to Automatic. Try a cable instead of Wi-Fi, or a VPN off, to test the network.
In the player choose More › Sound › Sound timing, then Earlier or Later.
The guide (the programme listings, or EPG) downloads separately, so channels can play while it is still empty.
The guide downloads after the channels, and a large one takes longer. Opening the guide starts it.
Settings › TV guide › Guide listings shows how many channels have listings and any error. Add or reorder sources there, then choose Update TV guide.
Hold OK on the channel in the guide and choose Match listings. For times, set Guide time offset in Guide listings, or in the channel’s options.
Groups left out at setup aren’t downloaded. Turn them on in Settings › TV services › This service › What this service downloads, then update.
The library loads by itself a few minutes after the channels. Still “No movies yet”? Press Load movies (or Load shows), or use Refresh in Settings › Movies & shows.
“No movies in this playlist” means the service has no library. M3U lists and live-only lines often don’t.
Episodes missing? Open the show and choose Reload episodes. It can’t add episodes the service doesn’t supply. More in Movies and Shows.
TiviGlass plays the service you already have. Your provider gives you the details; TiviGlass never supplies channels.
Settings › TV services › Your TV services › Add a TV service. Xtream Codes needs a server, username and password; M3U a link or file; Stalker a portal address and MAC address.
Choose Type it on my phone instead and scan the code. The TV fills in the form.
It tells you whether the address was reached or the login refused. Nothing is saved until you confirm. Refused while other services work? Close other players on that account, then try User-Agent auto-detect under Optional details.
The address is a web page, a guide file (such as guide.xml) or a single stream. Check it with your provider. Your existing channels are untouched.
Your TiviGlass account holds your sign-in and plan, so a plan covers every TV signed in to it. It is separate from your provider’s login.
Scan the QR code on the TV and sign in on your phone. Code expired? Choose Try again. You can also start at phone sign-in.
On your account page choose Forgot your password?. We email an 8-digit code to type there. Your TVs stay signed in.
That counts TVs, not your plan. Remove a TV you no longer use from the list on that screen.
Settings › Account & plan › Your plan, then Refresh plan. Access starts when the payment clears; it doesn’t wait for the email.
Settings › Sync & backup › If sync goes wrong › Roll sync back to an earlier day, then pick a copy from before it happened.
TiviGlass installs from tiviglass.com with the free Downloader app, then updates itself on the TV.
On a Fire TV, get Downloader from the Amazon Appstore. In Settings › My Fire TV › Developer options, turn on Apps from Unknown Sources (or Install unknown apps) for it. Then enter 2084371 for TiviGlass or 3817356 for TiviGlass². Needs Fire OS 6 or Android 6.0, or newer.
Settings › This device › App updates › Check for updates, then confirm the Android installer. If Android asks, allow TiviGlass to install apps. Settings › Help & about › About TiviGlass shows your version.
Settings › Updates & storage › Storage space › Re-download all channels & guide. Your services, favourites and settings are kept.
Never uninstall or clear app data to update. Installing the newer version over the top keeps everything. If Android says the package is incompatible or refuses it, contact us before removing anything. Early TiviGlass² versions need one manual upgrade with Downloader code 3817356 or https://tiviglass.com/tg2/apk. Google Play editions update through Google Play.
Recordings come with Essentials or Premium. Each one says what went wrong, so start there.
In Recordings, the reason is written under a failed or partial recording, in plain words.
A recording needs about 320 MB free to start and stops at about 256 MB, keeping what it has. Free some space, or change Settings › Recordings › Where recordings are saved.
If Recordings warns about exact alarms, allow Alarms & reminders for TiviGlass in the TV’s app settings.
Your provider may allow only one or two streams. Set it in Settings › TV services › This service › Connections this service allows.
Let the TV look first. It usually names the cause.
Settings › Help & about › Fix a problem › Find and fix a problem tests your service, guide, library, recordings, account and sync. Fix what I can applies the safe fixes.
A channel that won’t play has a Get help button that goes straight there. Each run has a report ID like TGD-M3K8QF2-1; Copy report leaves out channel names, server addresses and passwords.
On the TV: Settings › Help & about › Get help › Start support session. Choose what to check, then Start. Give us the 8-character code within one hour.
More in the privacy policy. The iPhone and iPad app does not take part in support sessions.
Tell us your TV model, the TiviGlass version, what you see and the report ID if you have one.
Discord is our main help hub; open a private ticket there, or email for billing and account access. Never post passwords, full playlist addresses or pairing codes in public channels.
TiviGlass can diagnose the player and the device. Your provider remains responsible for stream availability and quality.