Support
TREX TV Support
Setup help, playback problems, login trouble, billing and refunds — and how to reach a person who can actually look at your line.
Steps last verified 22 August 2026.
Where to go first
Setting up a device
Step-by-step guides for Firestick, Android TV, Samsung, LG, Apple and set-top boxes.
Something has stopped working
Buffering, an empty guide, a black screen, no sound — grouped by symptom.
Signing in
Invalid credentials, connection errors and what each player message means.
Billing and plans
What each plan includes, how connections work, and what happens at renewal.
Refunds
The refund window and how to ask for one.
Is it us or you?
Live reachability checks on the services we run.
Talk to a person
Support runs on WhatsApp and Telegram rather than a ticket system, so you are messaging the people who run the servers.
Send these four things. The exact channel name and the time it failed; the device and player app; whether a second device does the same; and whether you are on Wi-Fi or Ethernet. Without them a fault report cannot be investigated, and the first reply will only ask for them.
What we can and cannot do
| We can | We cannot |
|---|---|
| Resend your line details, reset a leaked line, move a MAG registration to a new box | Support a third-party player’s own paid features — TiviMate Premium and the Tizen/webOS store apps are sold by their developers |
| Look at a specific channel if you give us its name and the time | Fix your home Wi-Fi, your ISP’s evening contention, or a device too old to decode HEVC |
| Tell you honestly which side of the connection a fault is on | Guarantee any particular channel, event or programme will be carried |
| Explain what a plan includes before you buy | Restore a subscription bought from a reseller who is not us |
Before you buy
The free 24-hour trial exists so you can answer the only question that matters — does it work well on your device, on your connection, at the time of day you actually watch. Set it up on the TV you intend to use, not on your phone.