GridTV support: troubleshooting and contact

Where to look first: Settings ▸ Playlists shows each playlist's last refresh and, if it failed, the reason.

You see	What it means	What to do
Your provider did not accept that username and password.	The provider answered and refused the login.	Check the username and password character by character. Copy them from your provider's email instead of typing. Confirm with your provider that the subscription is active and hasn't expired.
Nothing answered at your provider's address. or Your provider could not be reached	The address is wrong, the provider's server is down, or this network blocks it.	Check the server address, including the port (for example `http://example.com:8080`). Try cellular instead of Wi-Fi, or the reverse. Turn off any VPN. If it works elsewhere, the first network is blocking it.
Your provider answered with an error (…). Nothing was changed.	The provider's server returned an error. Your existing channels were left alone.	Wait and refresh again. If it keeps happening, the provider's panel is having trouble rather than your device.
Your provider's reply couldn't be read.	The server answered with something GridTV can't parse.	Refresh later. If it persists, ask your provider whether the link or login is current.
This isn't a playlist GridTV can read. Check that it's the M3U link or file your provider gave you.	The address or file isn't an M3U playlist.	Open the address in Safari. A playlist starts with `#EXTM3U`. If you see a web page, you have the wrong link.
This address belongs to an Xtream provider. Add it as Xtream to get its films and series too.	You pasted a provider's M3U link, but they offer an Xtream login.	Tap Use Xtream Instead. As an M3U link it would bring live channels only.
The provider's channel count dropped from … to …. Nothing was changed.	A refresh returned far fewer channels, perhaps a cut-off reply. GridTV kept your existing list.	It checks again at the next refresh. If the lineup really shrank, the provider changed it.
The provider's response stopped at byte … of the … it announced.	The download was cut short.	Refresh on a steadier connection.
There isn't enough free space on this device for what the provider sent.	Large lists need room.	Free some space (Settings ▸ General ▸ iPhone Storage), then refresh. Settings ▸ Storage ▸ Clear Cache removes only artwork and temporary files.
The sign-in details for this playlist could not be read from the Keychain.	iOS refused to return the saved credentials.	Open the playlist in Settings ▸ Playlists and sign in again.
Needs Signing In (after iCloud Sync or a restore)	Passwords never sync or travel in backups.	Sign in once on this device.

Two reminders: a playlist address can contain your username and password, so never paste it into an email or a public post. And a playlist marked Unencrypted works normally; the mark only tells you the provider uses http://.

A stream won't play

You see	What it means	What to do
Your provider answered 403 … Your account may not be authorised for this stream, or it may have run out of connections.	Often a connection limit: another device or app is using the same login.	Close the stream on other devices and apps, wait a minute, try again. Check your plan's connection limit with your provider.
Your provider answered 404 — this has probably been removed from their listing.	The channel or film is gone from the provider's side.	Refresh the playlist. If it's still listed and 404s, tell your provider.
Your provider stopped responding or The connection stayed open but nothing more arrived.	The stream stalled.	Try again; switch between Wi-Fi and cellular; move closer to the router. The article on how to stop IPTV buffering has a longer checklist.
Your provider refused this	The server declined the request.	Same checks as the 403 row.
This stream could not be decoded, Format not supported, or Neither player can open this stream's format.	The video or audio format is one GridTV's two players can't handle.	Try another channel to confirm the rest work, then report the channel to your provider.
Channel unavailable	The channel's category is locked, or it was removed.	If the parental lock is on, unlock in Settings. Otherwise refresh the playlist.
Free trial ended	The 72 hours are over.	Browsing still works; to start playback, choose a GridTV Pro option. A stream already playing continues.
In Multiview: … could not play. Your provider may not allow another connection while other tiles are playing.	Each tile is a separate connection.	Close a tile, or ask your provider for your connection limit.

The guide is empty or wrong

You see	What to do
No guide source yet, or This playlist was added without an XMLTV guide URL.	Add the guide address your provider gave you under the playlist's guide settings (Settings ▸ Playlists, then the playlist). Xtream providers usually include one automatically.
No channel is linked to a guide source.	The guide loaded, but no channel matched it. Open Settings ▸ Guide Mapping and pick the guide channel each one should use. A channel you match by hand keeps the match after refreshes.
Guide is out of date. Its newest programme ended … Guide data older than a day is discarded on every sync.	The guide source has no current schedule. Pull down to refresh once the source updates, or ask the provider.
Programmes at the wrong time	Use the guide time shift for that playlist (in whole hours). It applies the next time the guide is refreshed; pull to refresh on the channel list.
… channels have no guide.	Those channels carry no matching guide ID. Match them under Guide Mapping, or accept that they have no schedule.

GridTV also refreshes guides overnight when iOS allows it, so the guide is fresher by morning; it can't promise fresh within the hour. More in IPTV programme guides: EPG and XMLTV explained.

iCloud Sync isn't arriving

On both devices: Settings ▸ iCloud Sync is on, and both use the same Apple Account with iCloud signed in.
Check the messages in that screen: iCloud is not available on this device, iCloud is restricted on this device, The iCloud account changed, or Your iCloud storage is full, so GridTV can't save changes to it. Each says what to fix (sign in, change the restriction, free iCloud space).
Tap Sync Now and look at Last synced. Give it a few minutes.
Playlists arrive on the second device marked Needs Signing In. That is by design: passwords never sync. Sign in once there.
What syncs: playlists, favourites, hidden channels and categories, category order and locks, guide matches and time offsets. What doesn't: provider passwords, your parental PIN and Face ID setting, watch positions, channel and guide data (each device downloads its own).

Restoring purchases

Open Settings ▸ Subscription ▸ Restore Purchases (also on the paywall). You must be signed in to the same Apple Account that bought it.
Pro restored. means it worked. No previous purchase was found on this Apple Account. means this Apple Account didn't buy it: check Settings ▸ [your name] on the device.
The purchase couldn't be verified on this device. If you were charged, restoring purchases usually resolves it. Restore, then restart GridTV.
Purchases are turned off for this device means Screen Time restrictions: Settings ▸ Screen Time ▸ Content & Privacy Restrictions ▸ iTunes & App Store Purchases.
Sent for approval means Ask to Buy is on and a family organiser must approve it.
Payment issue / Update Payment Method: your subscription is still active but Apple couldn't take the payment. Fix the payment method in your Apple Account; there's nothing to pay twice.
Family Sharing: all GridTV Pro options can be shared with your family group when Family Sharing is on for purchases.

Cancelling and refunds

Apple handles both. We can't cancel a subscription or issue a refund because we never see your payment details.

Cancel: Settings ▸ Apple Account ▸ Subscriptions ▸ GridTV Pro ▸ Cancel Subscription. Do it at least 24 hours before renewal. You keep Pro until the period ends.
Refund: go to reportaproblem.apple.com, sign in, choose the purchase and request a refund. Apple decides.
Lifetime is a one-time purchase and has nothing to cancel.

Forgot your parental PIN

On the PIN screen tap Forgot PIN?. GridTV asks Face ID or Touch ID and, if it succeeds, lets you reset the PIN. This works for anyone whose face or fingerprint is enrolled on that device, so on a shared family device, consider who is enrolled. If the lock is protecting something important, keep Face ID unlock (a separate setting) off.

Casting problems

You see	What to do
No Chromecast found. Check that the TV is on and on the same Wi-Fi, and that GridTV has Local Network access.	Phone and Chromecast must be on the same Wi-Fi network. In iOS Settings ▸ GridTV, switch on Local Network. Guest or "isolated" networks often block discovery.
This provider has no TV-compatible stream for this channel. (AirPlay)	AirPlay needs a stream format the TV can play. Use the Chromecast button instead, or screen mirroring from Control Centre.
Couldn't play on the TV — your provider may block playback there.	Some providers allow only specific apps. Try Chromecast, which relays through the phone.
Stop AirPlay to cast to a Chromecast.	Only one casting route at a time.
Stop Screen Mirroring to send one channel.	In Control Centre tap Screen Mirroring, then Stop Mirroring.
Keep GridTV open and the phone unlocked — the TV picture stops when it locks.	That applies to showing the Multiview grid on a TV. Keep the phone awake and plugged in for a long match.

The article on casting IPTV to your TV with AirPlay or Chromecast explains why a stream may refuse to cast.

What to include in an email

Please send:

Your device model and iOS version (Settings ▸ General ▸ About).
The GridTV version (Settings ▸ About ▸ Version inside the app).
What you did, what you expected, and what happened. Quote the exact message.
Whether the playlist is M3U or Xtream, and whether the problem affects every channel or one.
Whether it happens on Wi-Fi, cellular, or both.
A screenshot of the message, with any username, password or address removed.
Optional: a diagnostics report. In Settings ▸ About ▸ Diagnostics, open a report and use Share report. GridTV sends nothing by itself; you choose what to share.

Never send your password, or a playlist address that contains one. We won't ask for either.

Email support