Customers FAQ
Q: Do I have to send new links after I change my playlist?
No. The customer's login stays the same. Names, order, logos, groups and the TV guide you change in the editor reach every customer of the playlist on their next refresh.
Q: Why does a customer see fewer channels than I have in the editor?
There are four usual reasons. You unticked groups for them under What they can watch. Include offline is off, so channels that failed their last check are left out. Block adult is on and hides channels flagged 18+. Or the customer hid things themselves under My channels & movies on their own page. More in Group access.
Q: How do I give someone a free trial?
Add a normal customer and set Expires a few days ahead. If they pay, move the date forward. If not, their access stops by itself on that day. More in Expiry and renewal.
Q: A customer paid, but their app says the subscription has expired. What do I do?
Open the customer and move Expires to the new end date. It saves by itself, and they can watch again straight away. If Auto-sync expiry is on, also check that you renewed their provider login, because M3UTool takes the end date from there.
Q: Can one customer watch on the TV and the phone at the same time?
Yes, if Max devices is 2 or more and their provider login allows as many connections. Devices on the same internet connection count as one. More in Devices and connections.
Q: Some channels play for one customer and not for another. Why?
Most often the customer has no working login at one of your providers. Open Your source and check Provider logins. More in Provider logins.
Q: Can my customers change the order of their channels themselves?
Yes. On their own page, under My channels & movies, they can reorder, hide and rename groups, hide single channels, movies and series, and sort movies and series. It works in every app and player on their login and changes nothing for anyone else.
Q: How do I stop a customer from watching right away?
Pause them with the switch next to their name. It saves by itself. Nothing plays for them from then on, and you can switch them back on at any time. More in Edit, pause, move or delete a customer.
Q: Can I see what a customer has watched?
Yes. Who's watching shows who watches what right now, and the history icon on a row shows what that customer watched before. More in Who is watching.