Help Center / Troubleshooting
Troubleshooting
Fix buffering, login failures, black screens, missing groups, and audio or EPG sync problems.
Fix buffering
Check that the connection sustains 10+ Mbps, switch to Ethernet where possible, close other streaming apps, and reboot the router. On busy Wi-Fi, a 5 GHz network usually performs better.
Login failed errors
Re-type the username and password without trailing spaces, confirm the trial has not expired, and check that the server URL starts with http:// or https:// exactly as supplied.
Channels not loading
Force-close the player, reload the playlist, and reboot the device. If categories remain empty, send a screenshot and the device model to support so the account and line can be checked.
Missing or wrong EPG
Open the player settings, set the correct timezone, and trigger a manual EPG refresh. Give the first sync a few minutes on a stable connection before assuming the guide is broken.
More help topics
Still stuck after trying these steps? Send the device model and a screenshot to the WhatsApp team — most account and playback issues are resolved in the same conversation.