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Support

How can we help?

Set the app up, decode an error code, or fix a stream that won't play. AivoPlay is a player — for anything about your channels or subscription, your IPTV provider is the right place to ask, and the guides below will tell you which is which.

Getting started

Add your playlist with Xtream Codes or an M3U URL and play your first channel in under a minute.

Setup guide

Error codes

Every error in the app carries a code like AVP-202. Look it up here to see what it means and who can fix it.

Code reference

Talk to us

Still stuck? Send the error code and what you were doing — that pair usually solves it on the first reply.

Contact support

Set up in three steps

The same flow on Android, iOS, Smart TV and the web player. You supply the playlist; AivoPlay does the rest.

STEP 01

Get your details from your provider

Either an Xtream Codes set — portal URL, username and password — or a single M3U / M3U8 playlist URL. Your provider issues these when you subscribe.

STEP 02

Add the source

Open Add source, pick Xtream or M3U, paste the details and run the connection test. Nothing is saved until that test passes, so a typo can't get stored.

STEP 03

Start watching

Live TV loads first, then Movies and Series on demand. Everything is cached after the first load, so later visits open straight into your catalogue.

AivoPlay does not include channels. It is a playback app for a playlist you already have. We don't sell, bundle or redistribute any content — see the DMCA policy for how we handle copyright reports.

Error code reference

When something fails, AivoPlay shows a plain-language message and a stable code. The first digit tells you where the problem is: 1xx your connection, 2xx your account with the provider, 3xx the provider's server, 5xx us.

Code What it means What to do
AVP-101 Can't reach the server. The address didn't respond at all — no internet, DNS failure, or the connection was refused. Check your internet connection. If other apps work, confirm the portal URL is exactly what your provider gave you, including the port number.
AVP-102 Timed out. The server accepted the connection but took too long to answer. Usually a slow network or a busy provider. Try again in a few minutes; on Wi-Fi, move closer to the router or switch bands.
AVP-103 Secure connection failed. The TLS certificate could not be verified. Check the server address — an https address on a portal that only serves http is the usual cause. Also check your device's date and time.
AVP-201 Login rejected. The provider refused the username and password. Re-enter your credentials carefully, watching for trailing spaces. If they're right, your subscription may be inactive — contact your provider.
AVP-202 Account or address not recognised. The server responded, but doesn't know this account or path. Most often an expired subscription or a portal URL your provider has since changed. Contact your provider for current details.
AVP-301 Provider server error. The portal is up but returning a fault. An outage on their side. Nothing to change in the app — try again later, and check your provider's status channel.
AVP-302 Empty or invalid response. The server replied with something AivoPlay can't read. Often a provider under load or a maxed-out connection limit. If it persists, ask your provider whether your line allows another active connection.
AVP-500 Unexpected error. Something we haven't classified. Try the action again. If it repeats, send us the code with what you were doing — 500s are the ones we most want to hear about.
2xx and 3xx codes are your provider's to fix. They mean the provider's server answered and told us the account or the service has a problem. We can help you read the code, but we can't change your subscription.

Common problems

The fixes that resolve most reports, in the order worth trying.

Video buffers or stutters+
Buffering is nearly always bandwidth or the provider's server, not the app. Test another channel first — if only one stutters, it's that stream. If everything stutters, try a wired connection or 5 GHz Wi-Fi. On older TV boxes, switching the playback engine for that content type (Settings → Player, per content type) often helps: the FVP engine handles some streams that the system player struggles with, and vice versa.
Channels or movies are missing+
First check whether the parental filter is on — with "Hide adult content" enabled, matching categories and titles are hidden everywhere including search. Otherwise your catalogue is cached from the last load: pull to refresh, or force a refresh from Settings, to pick up channels your provider has added since.
The programme guide (EPG) is empty or shifted+
An empty guide means your provider isn't sending EPG data for that channel — nothing in the app can create it. If the guide is present but every programme is off by a fixed number of hours, that's a timezone mismatch: set the offset in Settings → EPG Timeshift to line it up with your local time.
Catch-up won't play+
Catch-up only works on channels where your provider has enabled archiving, and only inside the archive window they offer (often 24 hours to 7 days). Channels without it simply won't show catch-up entries. If a channel does show them but playback fails, the archive for that specific programme may not have been recorded on their side.
Playback works on one device but not another+
Check your connection limit first — most subscriptions allow a fixed number of simultaneous streams, and the second device is refused once you're at the cap. It also may be codec support: some TV boxes lack hardware decoding for HEVC or AV1. Switching that content type to the FVP engine in Settings → Player enables software decoding.
I forgot my parental PIN+
The PIN is stored only on your device — we have no way to recover or reset it remotely. Clearing the app's data (or reinstalling) removes the PIN along with the rest of your local settings, and you'll re-add your playlist afterwards.
The app won't update on my TV+
Android TV asks for permission to install apps from AivoPlay the first time. When the permission screen opens, enable it there, then return to the app — the update continues on its own. If the screen closes without you enabling it, start the update again.

Still stuck? Write to us.

Include the error code on screen, your device and app version (Settings → About), and what you were doing. With those three we can usually answer properly the first time instead of asking you to check things.

General support
support@aivoplay.org
Privacy & data requests
privacy@aivoplay.org
Copyright / DMCA
dmca@aivoplay.org