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Our support team is here to help whenever you run into an issue you can’t resolve on your own. To make sure you get the fastest, most accurate help possible, it’s worth knowing which support channel suits your situation, what information to have on hand, and what to expect in terms of response times. This guide covers everything you need to get your issue resolved smoothly.
Before reaching out, try searching the Help Center — most common issues (playback problems, billing questions, password resets) have step-by-step guides that can get you unblocked in under five minutes. Use the search bar at the top of this page and describe your problem in plain language, like “video keeps buffering” or “can’t log in.”

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Support Channels

Choose the channel that best fits your situation. Live chat is fastest for urgent issues; email is better for detailed questions that benefit from written back-and-forth.

Live Chat

Chat with a support agent in real time directly on our website or in the app. Best for urgent issues that need immediate attention.Availability: Monday – Friday, 8 AM – 10 PM (your local time zone) and Saturday – Sunday, 9 AM – 7 PM.How to start: Click the Help button (?) in the bottom-right corner of any page, then select Chat with Us.Typical wait time: under 3 minutes during business hours.

Email Support

Submit a detailed support request and receive a written response from our team. Ideal for billing disputes, account recovery, or any issue where you need a paper trail.Availability: 24/7 submission — agents respond during business hours.How to reach us: Use the Submit a Request form in the Help Center, or select the Email Us option from the Help menu in the app or website.Typical response time: within 24 hours on business days.

Help Center Search

Browse hundreds of self-service articles covering setup, billing, playback, account management, and more. No wait time — get answers instantly at any hour.How to use it: Type your question or error code into the search bar at the top of the Help Center. Filter results by category if you want to narrow things down.Best for common questions, error code lookups, and step-by-step how-to guides.

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What to Have Ready Before You Contact Us

Gathering a few key details before you reach out significantly speeds up the resolution process. Our agents use this information to look up your account, reproduce the issue, and identify the root cause without lengthy back-and-forth.

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How to Submit a Support Request Effectively

Following these steps when submitting a request helps you get a faster, more complete response on the first reply — reducing the need for follow-up messages.
1

Search the Help Center First

Before submitting a ticket, search the Help Center for your issue. If you find an article that applies, try the suggested steps. Note which steps you already tried — include this in your request so the agent doesn’t send you back through the same process.
2

Choose the Right Support Channel

If your issue is urgent (you can’t access content you’re paying for, or your account has been compromised), use Live Chat for the fastest response. For billing disputes or complex account issues, use Email Support so you have a written record.
3

Open the Support Request Form

In the Help Center, click Submit a Request in the top navigation bar. Select the category that best matches your issue from the dropdown menu — this routes your request to the most relevant team.
4

Fill In Your Details Clearly

Enter your account email, select your device type, and choose your issue category. In the description field, provide a clear, specific account of the problem:
  • What you were trying to do
  • What happened instead
  • Any error codes or messages you saw
  • What troubleshooting steps you’ve already tried The more detail you provide here, the less likely the agent will need to ask clarifying questions before helping.
5

Attach Screenshots or Recordings

Use the attachment field to upload any screenshots, screen recordings, or photos of error messages. Visual evidence helps agents diagnose the issue much faster, especially for playback or display problems.
6

Submit and Note Your Ticket Number

Click Submit. You’ll receive an automated confirmation email with your ticket number — save this. You’ll need it to check on your request or add more information later (see below).

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Response Time Expectations

Response times may be longer during major service incidents, product launches, or holiday periods. During those times, the Help Center banner will display a notice and estimated wait times will be updated accordingly.

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Checking the Status of an Existing Ticket

Once you’ve submitted a support request, you can check its status or add new information at any time — no need to submit a second ticket. To view your open and past tickets:
  1. Sign in to your account and click your avatar in the top-right corner.
  2. Select Help Center from the dropdown menu.
  3. Click My Requests in the top navigation bar of the Help Center.
  4. You’ll see a list of all your tickets with their current status: Open, Awaiting Your Reply, Solved, or Closed.
To add information to an open ticket:
  1. Click the ticket title to open it.
  2. Scroll to the bottom of the thread and click Add a Comment.
  3. Type your update — for example, additional error details, a screenshot, or clarification — and click Submit.
Status definitions:
  • Open — Your ticket has been received and is in our queue.
  • Awaiting Your Reply — An agent has responded and is waiting for more information from you.
  • Solved — The agent has provided a resolution. If the issue isn’t actually resolved, reopen the ticket by replying within 7 days.
  • Closed — The ticket has been automatically closed after 7 days with no response. If you still need help, submit a new request and reference the original ticket number.
If you’re adding information to an existing ticket, always reply within the same thread rather than sending a new email. This keeps all the context in one place and ensures it’s handled by the same agent who already understands your issue.