To help us resolve issues efficiently and minimize delays, please review the following guidelines before submitting a support request.

1. BASIC TROUBLESHOOTING

If your service is not loading, buffering, or displaying connection errors, please try the following:

• Restart your streaming device.
• Restart your internet router if necessary.
• Close and reopen your streaming application.
• Log out of your application and log back in.
• If using a VPN, try connecting through another server location.

For additional internet provider security and connectivity troubleshooting, please refer to our SERVICE DISRUPTIONS – CONNECTIVITY TROUBLESHOOTING announcement.

2. REPORT ISSUES PROMPTLY

If something isn't working, please contact us as soon as possible.

Do not wait days, weeks, or months before reporting a service issue.

The sooner an issue is reported, the sooner we can investigate, troubleshoot and determine an appropriate solution.

3. SUBMITTING A SUPPORT REQUEST

When submitting a support ticket, please include:

• Your account username.
• The device and application you're using.
• A clear description of the problem.
• Any relevant error messages or screenshots.
• Details of any troubleshooting steps you've already attempted.

Please submit one support ticket per issue.

Sending multiple tickets or emails about the same problem can create unnecessary duplication and delay assistance.

4. KEEP YOUR SUPPORT TICKET OPEN

Once you've submitted a support ticket, please leave it open until our support team has addressed your concern.

Closing a ticket before receiving assistance may interrupt the communication process and delay resolution.

If you need to provide additional information, screenshots or updates, please reply directly to your existing ticket rather than opening another one.

5. FOLLOW UP ON TROUBLESHOOTING

If our support team provides troubleshooting instructions, please follow the steps and reply to your existing ticket with the results.

We need your feedback to determine whether:

• The issue has been resolved.
• The problem is still occurring.
• Additional troubleshooting is required.
• An alternative solution may be necessary.

If we provide instructions and do not hear back from you, we have no way of knowing whether the issue has been resolved or whether further assistance is needed.

6. RESPONSE TIMES & SUPPORT HOURS

Our regular communication hours are 9:00 AM – 10:00 PM.

Support requests are reviewed in the order received.

Messages received outside regular communication hours will be addressed as soon as possible during the next available support period.

Response times may vary depending on inquiry volume and the complexity of the issue.

Please allow our team reasonable time to review and address your request. Sending repeated messages or duplicate tickets will not speed up the process.

Thank you for your patience, cooperation and continued support.

EZ Media Support