Support
Last updated: October 7, 2026
Contact us
Write to support@tivelio.com.
To help us answer quickly, tell us which device you use (for example Android TV, iPhone or Mac) and the version of the app. For a question about a purchase, add the email address used for payment, or the store where you bought it. Never send us the password of your provider.
Frequently asked questions
Does Tivelio provide channels, films or series?
No. Tivelio is a media player and ships with no content. It plays the sources that you add yourself, and you are responsible for having the right to access them. For a question about a provider’s subscription or its list of channels, contact that provider.
How do I add an Xtream or M3U source?
When you first open Tivelio, or later from Accounts in the app menu, add an account and choose its type:
- Xtream: enter the server address with its port (for example
http://example.com:8080), then the username and password given by your provider. - M3U playlist: enter the address of the playlist or, on devices that allow it, choose a local file. A programme guide (EPG) address is optional.
Tivelio then imports the catalogue. If the import fails, check the address and your credentials with your provider.
How do I use my licence on another device?
One licence covers up to five devices, on every platform where Tivelio is available.
- On a device that already has the licence, open Settings › Pro feature, then Add a device: it shows a QR code and an access code.
- On the new device, choose Activate licence, then scan the QR code or type the access code. Activate + Sync also copies your accounts and settings.
If you bought on tivelio.com, the receipt sent by email also contains a QR code and an activation link. If all five places are in use, remove a device from the list in Settings › Pro feature, then activate the new one.
How do I manage or cancel my subscription?
It depends on where you bought it:
- tivelio.com: in the app, Settings › Pro feature › Manage subscription; or the billing portal at tivelio.com/portal, with the email address used for payment.
- App Store: Settings › your name › Subscriptions on iPhone or iPad.
- Google Play: Google Play › Profile › Payments and subscriptions › Subscriptions.
Cancellation takes effect at the end of the current period. The lifetime licence is paid once and does not renew. The full rules, including the right of withdrawal and refunds, are in our Terms of Service.
How do I restore a purchase?
- Bought in the App Store or Google Play: on a device signed in to the same Apple or Google account, open Settings › Pro feature and choose Restore purchases.
- Bought on tivelio.com: there is nothing to restore from a store. Activate the device with your access code, with the QR code shown by a device that is already activated, or with the link in your email receipt.
If that does not work, write to support@tivelio.com.
Publisher
Tivelio is published by FLASHLABS DEV S.R.L., Strada Scarlatescu 27-29, Ground Floor, Room 3, Sector 1, Bucharest, Romania.