Reporting a problem
The fastest route
Section titled “The fastest route”Report a bug opens an email to us with the subject IPTV Deck bug report, already filled in with the app version, the platform and system version, and the update id. Add what happened above them.
| Device | Where |
|---|---|
| Phone and tablet | Settings → About & legal → Report a bug |
| Television, Windows, the Mac, LG and Samsung TVs | Settings → About → Report a bug |
| Anywhere in Help | Talk to a person, under Joker’s answer or among its suggested questions. It sends the chat to us without an email app, see Talk to a person |
The email carries no logs and nothing from your playlists, so describe the problem in your own words, see below.
If the device has no email app, the app says so (No email app is available on this device, or
Email is not available on this TV). Write to mistyksu@gmail.com yourself from another device and
include the lines below. The same address is under Contact support: in Settings → About &
legal on a phone, which opens an email, and in Settings → Terms & Privacy on a television,
which shows it.
Questions, not problems
Section titled “Questions, not problems”Ask in Settings → Help first: type the question in your own words and the app answers from this manual, see Asking Joker. When the manual does not cover it, Help says The manual does not cover this yet and offers Talk to a person, which sends the chat and your email to us, for an idea for the app as well; we reply by email. The account panel has Joker behind the round button in the corner of every page, with Talk to a person too.
What makes a report actionable
Section titled “What makes a report actionable”Four things, and they resolve most reports on their own:
- The exact message on the screen. Not “an error”, the words. HTTP codes matter: a 403 and a 502 have completely different causes.
- The device and platform. “Fire TV Stick 4K Max, Fire OS 8” rather than “my TV”.
- The version and the active update id, from the footer of Settings → About & legal on a phone, or Settings → About on a television and a computer. Two devices on the same version number can be running different over-the-air updates.
- What you did, in order. “Opened the guide, pressed OK on a programme from yesterday, got X.”
If it involves one playlist and not another, the Playlist ID from that playlist’s edit screen identifies it without you sending any credentials. Tapping it copies it.
What not to send
Section titled “What not to send”Never send your provider password, your M3U link with credentials in it, or your recovery code. Nothing in a bug report needs them, and a playlist id says which playlist you mean without them.
Things that are your provider, not the app
Section titled “Things that are your provider, not the app”Worth checking before writing, because these cannot be fixed here:
- HTTP 403 or 509 on a second stream: your account’s connection limit.
- A channel that is dead for everyone on that provider.
- Where to get a playlist. IPTV Deck neither provides nor recommends sources, and support questions about them cannot be answered.
A channel or film will not play sorts most of these out.
The community: Reddit, no Discord or Telegram
Section titled “The community: Reddit, no Discord or Telegram”There is a community on Reddit, r/iptvdeck, for questions and release news, linked from Settings → About & legal → Community on a phone. There is no Discord server or Telegram group. Anything with your credentials in it belongs in an email rather than a public thread.
