Skip to content

Plans from $17 · Prices in USD, shown in full · No equipment to rent

See plans

Customer support

Strong IPTV customer support and troubleshooting

Most streaming problems have a five-minute fix. Try the steps for your issue below — and if it’s still not right, message us with a photo of your screen and we’ll take it from there.

Fix it myself first
A support specialist checks playback preferences on a laptop in a bright home office
Photo is illustrative.

Reach the support team

A message we can solve in one reply

  • Device and model — e.g. Samsung QN90 TV or Fire TV Stick 4K Max
  • Player app — the name of the app you watch in
  • What you see — a photo of the screen or the exact error message
  • When it started — and whether other streaming apps still work
  • Your connection — Wi-Fi or Ethernet, and a speed test result if you have one

Self-help

Fix the most common problems in five minutes

Pick the problem you’re seeing. The steps are in the order that solves things fastest.

Buffering or freezing

  1. Run a speed test on the same device (aim for a steady 10–15 Mbps per HD stream).
  2. Restart the streaming device and the router — unplug both for 30 seconds.
  3. Move to the 5 GHz Wi-Fi band, or connect with Ethernet if you can.
  4. Pause other downloads and streams in the house, then try again.
  5. If only one channel buffers, try another channel — the issue may be that channel’s source.
Still not working after these steps?

Login failed

  1. Re-type your username and password — they’re case-sensitive.
  2. Check the server address for spaces, especially at the very end.
  3. Make sure the address starts with http:// or https:// exactly as we sent it, including any port number.
  4. Check your plan hasn’t reached its end date.
  5. Still failing? Send us a screenshot of the login screen (hide nothing but your password).
Still not working after these steps?

TV guide is empty

  1. Open your player’s settings and choose “Update EPG” or “Refresh TV guide”.
  2. Check the device’s date, time and time zone are set correctly.
  3. Give it a few minutes after refreshing — guide data can take a moment to load.
  4. Remember some channels don’t supply guide data at all.
Still not working after these steps?

App won’t open or crashes

  1. Force-stop the app and open it again.
  2. Clear the app’s cache (not its data — that removes your login).
  3. Update the app and your device’s software.
  4. Free up storage: streaming sticks slow down when nearly full.
  5. If it started after an update, message us — we’ll tell you whether a setting changed.
Still not working after these steps?

No sound or out of sync

  1. Switch to another channel and back.
  2. In the player, change the audio track or switch the decoder between hardware and software.
  3. If you use a soundbar, try the TV speakers to rule it out.
  4. Set the device’s audio output to Stereo or PCM as a test.
Still not working after these steps?

Black screen on a channel

  1. Try two or three other channels to see whether it’s one channel or all of them.
  2. If it’s all channels, restart the app and check your plan is active.
  3. If it’s one channel, it may be temporarily offline — tell us the channel name so we can check.
Still not working after these steps?

Our process

How we handle a support request

  1. We confirm the problem

    We check your plan status and read your description and screenshots.

  2. We narrow it down

    Network, app or service? A couple of quick questions usually tells us which.

  3. We fix it with you

    Step-by-step instructions for your exact device, one screen at a time.

  4. We check back

    If a fix needs time to prove itself — like evening buffering — we ask how it went.

A home router connected by Ethernet cable to a streaming device beside a TV
Most “service” problems turn out to be Wi-Fi. Ethernet is the quickest test.

The two-minute network check

Run a speed test on the streaming device itself, not your phone. If it’s under 10 Mbps — or it swings wildly between tests — the fix is your Wi-Fi, and we’ll help you with that too.

Questions

Support questions

Didn’t find your answer?

Ask us directly — you’ll get a straight answer before you spend anything.

What are your support hours?

You can message us at any time on WhatsApp or by email, and we reply in the order messages arrive.

How quickly do you reply?

We reply as quickly as we can, in the order messages arrive. Including your device, app and a photo of the problem in your first message saves a lot of back-and-forth.

Can I call you?

Support runs through WhatsApp chat and email so we can see screenshots, share steps and keep a written record of the fix. WhatsApp works over Wi-Fi or data, so there are no international call or texting charges.

I don’t use WhatsApp. How else can I get help?

Email us at [email protected] or use the form on our contact page. You’ll get exactly the same help, just by email.

See every question in the FAQ

How to spot the real Strong IPTV

Several unrelated services use similar names, such as “Strong 8K” or “Strong 4K”. We only sell and support through the channels listed here — and we’ll never ask for your online banking login, card PIN or one-time security codes.