The number, and when someone answers
Replies on WhatsApp usually come within 15 minutes, from a person rather than an automated script. Hours: Mon-Sun, 24 hours, holidays included.
Everything runs through that one number, from the first order to a refund, so the history of an account stays in one place and nobody has to explain the same thing twice.
Writing about someone else's TV
You can write about a parent's or partner's television from your own phone, and it is often the quickest route, since the order and the login are already in your chat. Start with whose TV it is and where, for example "my dad's Samsung in the living room", and mention whose number the plan was ordered from if it was not yours.
If you would rather the person watching could get help without waiting for you, save the number in their phone under a name they will recognize, such as "TV help", and tell them it is fine to write in their own words. Support talks to viewers directly and does not expect them to know the technical name for anything.
When you are passing on a problem, a photo from them beats a description from you. Ask them to take a picture of the screen and send it to you, or straight to the chat, exactly as it is.
What to send so the first reply can fix it
- The TV or box: make and model if you have it, such as a Samsung or LG smart TV, a Fire TV Stick 4K, a MAG 524 or a Formuler Z11. A photo of the label on the back works too.
- The app: the name of the player if you know it, for example IPTV Smarters Pro, TiViMate or Smart IPTV.
- A photo of the screen showing any message exactly as it appears, even if it looks like nonsense.
- What was pressed just before it went wrong, and whether anything happened in the house first: a power cut, a new router, an app update overnight.
- Whether other apps play, such as YouTube. That tells support straight away whether the home internet is the cause.
- Whose plan it is: the name or number it was ordered under. There is no need to send the password.
Three things to try first, if they are on their own
These are the same three lines we suggest writing on a card next to the TV, minus the password, which stays in the chat.
- Restart the TV or box. Unplug it, wait thirty seconds, plug it back in and give it a couple of minutes.
- Look at the router. If its lights are not the usual ones, restart it too and wait a few minutes for it to reconnect.
- Then message SWIVTV on WhatsApp. Include the photo and the details above. If other apps work and only the channels do not, say so; it narrows things down at once.
The setup guides cover the fixes that belong to one device, from a Fire TV Stick that will not download the player to a Smart IPTV list that vanished after the TV was reset.
Other reasons to get in touch
- Ordering: the buttons on the pricing page open WhatsApp with the plan already written in, so all you do is press send.
- A free trial: ask from the trial page, ideally once you are sitting at the TV it is for.
- Renewing: message the chat you ordered from before the end date; the same login carries on and the TV needs no changes.
- A refund: within 7 days of activation, if it will not run on the device and support cannot fix it. The refund policy has the details.
- Selling SWIVTV: the reseller page explains how credits and the panel work.
- Rights holders: notices follow the process on the DMCA page, which lists what a valid notice has to contain.