Talk to Ottoceean support

What we can help with

Help us help you faster

• Your username (never your password in a group chat).
• Your device and app, e.g. "Firestick 4K, TiviMate".
• What you see — a screenshot or phone photo of the screen.

How we handle your request

Every message goes to a person on our support team, not to a bot. Most questions about orders, trials and logins are answered within a few minutes; setup help can take a little longer because we walk you through it step by step on your own device, until the channels play. If a problem needs our technical team — a channel that is down, a guide that shows the wrong times, a line that will not connect — we tell you what we are checking and come back to you on the same chat as soon as it is fixed.

For billing and refund questions we confirm the details of your order first, then explain what happens next and how long your bank or PayPal usually takes. Our full rules are on the refund policy page, and quick answers to common questions are in the FAQ.

Fix it yourself in two minutes

Many problems clear with a quick reset: restart your device and router, turn off any VPN, then open the app again and try another channel. If the app shows "failed to authorize", check that the server URL starts with http:// and includes the port. For freezing pictures, connect the TV with a cable or move to 5 GHz Wi-Fi. Still stuck? Message us — that is what we are here for.