Support
We really do answer.
Write to us when something is stuck, ideally with your device, system version and what you were doing. Most of the time we come back the same day.
What gets asked most
Sign-in fails
Check the server address character by character, it has to start with http:// or https:// and must not end in a slash. Username and password are case sensitive. If your provider sent you a file, the three values are usually on its first line.
Posters and descriptions are missing
On first launch Glotz matches your entire library against a film database. Depending on its size that takes a few minutes and keeps running in the background. Titles your provider carries without an identifier cannot always be matched, those keep the provider’s own artwork.
A title will not start, or stays black
Glotz plays through the system player first and switches to VLC automatically when the format is not supported. If it stays black, it is almost always the provider or the connection. Check whether the same title plays in another app from your provider.
The programme guide is empty
Not every provider ships guide data. Glotz therefore also loads it from a public source and matches it to your channels. For very small or regional channels there is sometimes no data at all.
Watchlist and progress are missing on my second device
Sync runs through your private iCloud. Both devices need to be signed in to the same Apple Account with iCloud Drive enabled. After turning it on, the first sync can take a few minutes.
A download stops
Downloads keep running while the app is closed, but the system pauses them when storage runs low or Low Power Mode is on. Check your free space and start the transfer again from Downloads.
Reporting something
For a bug report it helps us to have:
- device and system version, for example iPhone 15 Pro on iOS 26.1
- the Glotz version from Settings
- what you did, what happened, and what you expected instead
- for playback problems: the title, and whether it was live TV, a film or an episode
Please do not send us your provider credentials. We do not need them, and we do not want them.
Subscription, billing, cancellation
Subscriptions run through your Apple Account. Cancelling, changing the term or requesting a refund therefore only works there, in Settings, your name at the very top, then “Subscriptions”. We have no access to any of it. The conditions are in the terms of use.