Support

Getting help faster: what to put in a ticket

The quickest tickets to solve are the ones that tell us straight away what you’re using and what happens. It saves a round of questions.

Short answer: Tell us your device (for example Fire TV Stick 4K, iPhone or Windows), the app version (in the app’s Settings), the location you tried, and what happens and since when. A screenshot helps too.
Include

Four things we always need

  • Your device

    For example Fire TV Stick 4K, iPhone 15, Windows 11 laptop or Chrome on a Mac.

  • The app version

    At the bottom of Settings on iPhone, iPad, Mac, Windows and the browser extension; in Settings › About on Android; in Settings › Support & diagnostics on Apple TV and Vega OS.

  • The location

    Which location you chose, and whether others do the same.

  • What happens, and since when

    The exact message, and when it started.

Choose the right team

Open the ticket in the right place

Open a technical ticket for connection or app problems; it asks for everything above. Billing questions go to the billing team. All the teams are on the support page.

Never send your password or a full card number; we never need them.

Questions

Frequently asked

When is support open?

Technical support is 24/7. Billing, requests and other teams answer 09:00–17:00, Monday to Friday.

Can I check for an answer first?

Yes: search the help articles; many questions are answered there.

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