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Support Center

Need help with your XIPTV service? Before sending an email, (itsupport@aubretia.ca) please check the answers below. Most common questions can be solved in just a few minutes.

Free V12 Player App Issue - Action Required

Movies and TV shows are currently not working on the free V12 MATE player app. Live TV channels work normally. Please use an alternative player such as TiviMate, IBO PLAYER, or HOT Player until we resolve this issue. We will keep you updated once the free app is back to normal. Thank you for your patience. Please note: We provide a free player as a courtesy. The subscription will work on any player. Check Google for setup instructions for the player you choose to use for your subscription.

Before You Contact Us

Please review these quick answers first. They cover the most common issues and can save you time.

App not working?

Try another supported player first. Many playback issues are related to the app, not the subscription.

App not working?

Try another supported player first. Many playback issues are related to the app, not the subscription.

Need setup help?

Please visit our installation guide before emailing support. Most devices can be set up in a few steps.

Wrong login details?

Copy and paste your username, password, and portal exactly as sent. Avoid extra spaces or manual typing errors.

Before You Contact Us

Please read these answers before sending a support request.

Most orders are processed as quickly as possible. Please check your email inbox, spam, junk, and promotions folder. If you still do not see anything after a reasonable time, contact us and include your order number.

Not always. In many cases, the issue comes from the player app and not the subscription itself. Please try another supported app such as TiviMate, IBO Player, or HOT Player.

EPG data is updated regularly, but some channels don’t provide complete guide info. Most popular channels update as expected.

Refunds are available in specific cases — please review our refund policy before ordering.

Refunds are available in specific cases — please review our refund policy before ordering.

Refunds are available in specific cases — please review our refund policy before ordering.

Refunds are available in specific cases — please review our refund policy before ordering.

Refunds are available in specific cases — please review our refund policy before ordering.

Refunds are available in specific cases — please review our refund policy before ordering.

Email Support

If your question is not answered above, please contact our support team and include the required details for a faster reply.
  • Include your order number
  • Use the same email entered at checkout
  • Mention your device and app name
  • Explain the issue clearly
  • Add a screenshot if available

Please do not send multiple emails for the same issue.

Sending repeated emails may slow down response time for everyone.

Contact Support

Support Reminder

For common questions about setup, apps, login details, and delivery, please read the FAQ first. This helps reduce wait times and gets you the answer faster.

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