UniPlayer
RU
Support

Support

We’re a small team, so we write our answers down once — the manual is usually the quickest place to find yours. If it isn’t there, please do write to us: we read every message and reply within about five working days.

Reply
up to 5 working days
Email
[email protected]
Start with the manual

The manual has 4 guides, covering the questions we answer most: setting up, organising playlists, the subscription, and what to do when a stream misbehaves.

How to Set Up IPTV on Apple TV (M3U & Xtream) Step by step: add your own M3U/M3U8 or Xtream playlist to UniPlayer on Apple TV, connect the TV guide (EPG), and start watching in minutes. Your playlist, your channels. 4 min read Managing Playlists in UniPlayer: Updating, Hiding, Sorting & Favorites How to organize playlists in UniPlayer: adding by link or file, auto-updates, hiding playlists per device, hiding categories and channels, custom sorting, favorites, search and logos. 7 min read Subscription, Credits & Payments in UniPlayer How the UniPlayer subscription works: the 30-day free trial, the credit model, balance and daily charges, devices, plans and payment methods. The subscription does not auto-renew. 8 min read Playback Problems in UniPlayer: Buffering, Errors & How to Fix Them Why a stream stutters, won't load or won't play in UniPlayer: causes on the provider, network and settings side — with step-by-step fixes for buffering, archive, 4K and audio. 11 min read
All documentation
What support covers
We can help with
The app itself — setup, players, EPG, archive, SportHub, settings.
Your account: sign-in, devices, sync, deletion.
Your balance: credits, a payment that didn’t arrive, refunds we can issue.
Bugs and crashes — the app version and what you were doing help us track them down.
What’s out of our hands
Finding or recommending channels — UniPlayer is a player like VLC and comes with none, so the playlist is always yours to bring.
A stream that’s down, geo-blocked or overloaded — that one sits with your playlist provider rather than with us.
Your provider’s own subscription, their connection limits and their archive.
Apple In-App Purchase refunds — Apple handles those directly at reportaproblem.apple.com.
Helpful things to include

Anything here that applies to your case helps us a lot — with those details we can usually give you a real answer straight away, instead of writing back to ask. There’s no need to cover everything; whatever you have to hand is plenty.

The email address your UniPlayer account is registered to.
Your device and app version — Settings shows both (e.g. Apple TV 4K · 3.0.29).
What you did, what you expected, and what happened instead.
Whether it affects one channel or all of them, one device or every device.
For payment problems: the transaction ID or receipt from the payment provider.
A screenshot or a short screen recording, if you can — attach it to a reply once we answer.

You can put these straight into the message field below — device and app version have a field of their own.

Go to the form
Where to reach us
Telegram chat

The fastest route by far. We’re there, and so are users who have already hit the same thing — often they answer before we do.

@UniPlayerChat Email

For anything with an account, a payment or a receipt attached. Or use the form below.

[email protected] Dashboard

Balance, payment history, playlists and devices — quite often the answer is already there.

my.uniplayer.net Telegram news

Releases, incidents and what we’re working on next.

@UniPlayer
Write to us

Goes straight to [email protected] and we read every one. We’re a small team, so a reply usually takes up to five working days — sooner when we can, and always to the address you leave here.

Use the address on your UniPlayer account, if you have one.
Settings shows both.
A couple of sentences is plenty — the list above shows what helps most.

We use what you send only to answer you — see the Privacy Policy.

Frequently asked questions
(01)How fast do you reply?

Usually within five working days. UniPlayer is built by a very small team in our spare time — there’s no support department behind that address, just us reading every message and answering it ourselves. If you need an answer sooner, the Telegram chat is the better bet: other users are there and often know the answer before we get to it.

(02)A channel won’t play — can you fix it?

We can help you narrow it down, though the fix often isn’t ours to make. UniPlayer is a player: it shows what your provider sends and never touches the stream. We’re glad to help rule out the app and your settings — the troubleshooting guide is a good place to start — but a stream that’s down, geo-blocked or overloaded has to be sorted out by your playlist provider.

(03)I paid but my credits never arrived.

Sorry about that — it does happen occasionally. Please write to us with the transaction ID or receipt from the payment provider (PayPal, FreeKassa, AnyPay, Platega or CoinRemitter) and the email address on the account. We’ll check the payment and top the balance up by hand.

(04)How do I get a refund?

It depends on how you paid. Apple In-App Purchases are refunded by Apple at reportaproblem.apple.com — we have no access to those. For any other method, have a look at the Refund Policy and write to us with your receipt; we’ll take it from there.

(05)Can you delete my account and my data?

Yes, of course. Write from the email address on the account, or delete it yourself in the app. One thing worth knowing beforehand: deleting forfeits any credits still on the balance, and those can’t be refunded.

(06)A payment prompt appears while I’m watching. Is that you?

No, that one isn’t us — UniPlayer never inserts anything into a stream. The message comes from your playlist provider and usually means the subscription to the playlist itself has run out, so it’s worth renewing with them. Your UniPlayer balance is a separate thing and is shown in Settings.

Refund Policy / Licence Agreement / reportaproblem.apple.com