Support
Something not right?
Most of it is answered below. If yours isn't, write to [email protected] — answered within two working days.
Most of it is answered below. If yours isn't, write to [email protected] — answered within two working days.
Tell us the device, the version of the app, and exactly what appeared on screen. That turns a week of back-and-forth into a single reply.
Find what you are seeing on the left. Most of these take under a minute, and several are not faults at all.
Check first: open the same playlist in any other player on the same network. If it fails there too, the problem is with your provider and only they can fix it.
Then: most IPTV panels allow one connection at a time. If the playlist is open on a second device — a phone you forgot about — close it there first.
Then: Account menu → Reload. If your provider changed servers, the old addresses are dead until you reload.
Each channel is a separate stream on your provider's servers. When one is down, the rest keep working. Modern Player plays what it is given — it cannot repair a stream that is not being sent.
If the same channels fail for days, report them to your provider with their names.
On Wi-Fi: try a cable. A television at the far end of a flat is the single most common cause of a stream that starts fine and falls apart twenty minutes in.
On a busy evening: providers oversell. If it always happens at the same hour, that is the reason.
If it happens on one channel only: that channel's source is the problem.
Empty: the guide comes from your provider. If they send no EPG data, there is nothing to show. Some providers supply it only for part of their channels.
Wrong by whole hours: your provider publishes times in their own timezone. Open the guide and use the clock control in the header to shift it until it matches. It is remembered.
Catch-up only exists where the provider records the channel, and only for as many days as they keep. Modern Player shows what they advertise and will not silently fall back to the live stream — if it says unavailable, the recording is not there.
A licence is tied to one Device ID. The most common cause by far is a typo, or activating the ID from a different device.
Open the app, read the Device ID from the account menu on the first screen, and compare it character by character with the one you activated. If the app still says Free trial where it should say Active, the licence went to a different ID — write to us with both and we move it.
Playlists are stored on the device and updates do not remove them. If one vanished, tell us the device and the version — that is a fault on our side and we would rather hear about it than not.
Nothing is recoverable from our servers, because we never had it. You will need to add it again.
An upload waits ten minutes and no longer. Open Modern Player on the device and reload within that window.
If the PIN you typed on the website does not match the PIN in the app, the device cannot unlock it — check Device Information in the app and send it again.
None of these? Write to [email protected] with the device, the app version and what you saw on screen.
Not from us. Modern Player supplies no content of any kind — you bring a playlist from a provider you already use. We cannot recommend providers, and we have no relationship with any of them.
Some providers publish their guide in a different time zone than yours. Open the guide, tap the clock icon in the top right, and choose the correction — for example −4h. Every listing moves at once and the setting is remembered.
That means the provider's clock doesn't agree with the times in its own guide. Open Catch Up, tap Time Fix, and try an hour either way. The app remembers whichever worked for that line and uses it from then on.
If a channel offers no rewind at all, your provider simply doesn't record it. Nothing in the app can create a recording that was never made.
Panels limit how many questions they answer in a short time, and they answer the next one with an error. Wait a few seconds and reload.
If it continues for hours, the line itself may have expired — check with your provider.
Try another channel first. If only one is affected, it is offline at the provider's end.
If none work, open Settings → Playback Engine and move between Auto, AVPlayer and VLC. Some providers serve formats that only one of the two can open.
It should reopen at your position within a few seconds. If it starts from the beginning instead, your provider's server refused the request to jump — the app tells you so honestly rather than freezing.
Write to us with the provider's name and we will look at what its server is doing.
On iPhone and iPad, subscriptions belong to Apple. Open Settings, tap your name at the top, then Subscriptions. Cancel there.
Deleting the app does not cancel anything. Refund requests go to reportaproblem.apple.com.
No. Open Purchase & Plans in the app and tap Restore Purchases, signed in with the same Apple account.
Television licences belong to the device. If a screen broke, write to us before buying a second one.
No. There are no accounts, no analytics and no servers of ours. Your playlist details, favourites and history stay on your device and are never sent anywhere. The Privacy Policy says the same in full.
Android TV and Fire TV are next, then Android phones, then Samsung, LG and Hisense. Write to us with the device you use — the ones people ask for most move up the list.