Question 1

How to reset app/service password

Accepted Answer

To request your password you will need to send an email or text message to ourselves requesting a password reset, this email/SMS must come from the registered email or phone number on your account.

To request your password text "Reset Password" to +447481337568 or email "Reset Password" to help@expatprime.tv and we will aim to respond within 15 minutes.

You can also start a LiveChat with us around the clock from the WEBSITE.

||| Please dont send any email as we dont receive it. Make sure to type in the "email body or content" to RESET PASSWORD (not email subject).

| To reset your password via LiveChat, you may need to complete our security check by the agents.

Question 2

How to record using Expat Prime

Accepted Answer

With Expat Prime, we're providing recording of your favorite program for 20 hours (5 hours if not selected the Multi-screen add-on €4.99/month). Here is how you can record using the Expat Prime app.

Login to your Expat Prime app (or from a computer device) with registered email ID and password.
Go to the option Guide from the tab section.
Choose the program which you wish to record. || Only future programs can be recorded, not the current or past programs. You can go up to 7 days forth and select the program you wish to record.
Click on the program twice for the pop-up screen for confirmation. Select OK from the prompt screen to add the program to your recording list.
Once the program is added, you'll get a confirmation screen like below:
Select the OK from the prompt screen to close the message.

|| Recorded programs are available on the "Recordings" section from the main window.

Still confused? Here is our video tutorial (from a computer) to record a program. ${youtube}How to record

Question 3

How to cancel my Expat Prime Subscription

Accepted Answer

You can cancel your Expat Prime Subscription anytime without any further notice. If you're experiencing any technical issue, simply talk to our expert around the clock and we can assure you a hassle-free service. IPTV service won't be perfect and you cannot compare it with a NetFlix or Youtube streaming (HD). We offer a completely transparent service when it comes to automatic billing.

We're constantly checking to improve our service on a daily basis. We wish you to stay with us. Simply follow the instructions below to cancel the subscription using the customer portal.

Login to your account.
Click on the "Subscription" to view the details.
From the screen, simply click on the option "Cancel subscription".
We recommend to mention the reason for your cancelation, you can simply type in the feedback of the service and it means a lot for us :)

|| Minimum billing period is a month. If you cancel the subscription using the customer portal, it will show you the date of cancelation and click on "Cancel Subscription" to confirm.

Question 4

Check internet reception to my device

Accepted Answer

If you're experiencing buffering/shuttering/screen freezing, check the internet reception/bandwidth to the device you're on.

| This results should vary from the speed test website you're using. We consider the bandwidth as the internet speed used by the player to stream the channels.

Login to the service.
Select the channel which you're experiencing the freezing/buffering issues.
Click on the option ? to get the prompt screen.
This will get you a prompt screen and you can click on the option "Show Playback Stats"
This will show you the resolution of the channel you're getting, bit rate of the channel, current bandwidth, and buffered (only on a computer). || If the bandwidth reception is more than 3Mbps (at least) then you should be able to receive the service without any interruption.

If your internet connection is >3Mbps then try refreshing your internet router, turn off the internet router (main device) for 3 minutes to clear the cache. Turn back on and check the channels to see if it's still the same issue.

Still not fixed? Talk to our technical expert using the LiveChat button on this website. We're available around the clock.

Question 5

Experiencing buffering or freezing issues

Accepted Answer

We're offering hassle-free TV service to all our users. One of the most common issue for buffering is due to low internet reception to the device you're using.

Take a quick look at your internet speed using the website You don't need a super-fast internet to use our service but its recommended to have at least 5Mbps (on the above website) for smooth reception of the channels.

| **If your Internet speed is good, but you still have problems with freezing or jumping pictures, try to logout and login again to reset the streams. **

If you have a good Internet speed of > 5 Mbps the problem could be possible interferences if you are using Wi-Fi.

Getting live channels always requires a stable Internet connection because there are no big intervals for cached video. This is why, as stated above, Wi-Fi can sometimes cause problems that could result in freezes and blank screens. You should restart your router once a week or consider using an Ethernet (cable) connection.

If that doesnt help, chat with us from this website. Check this article too: Check internet reception to my device

Question 6

How to login to billing portal for the first time

Accepted Answer

We're offering complete transparency with the service. You can manage the subscription using the website anytime.

Go to the website then select the option "Login" then choose the option "Billing Portal".

You'll get a prompt screen to enter your "registered" email ID with us (which you've used to sign up to the service). Then click on "Continue". Once done, check your email ** Inbox (or SPAM)** to see the "One Time Password (OTP)" you've received.

Sample Image for Gmail

Enter the One Time Password on the customer portal to login.

||| Make sure "NOT" to reload the customer portal screen once you've requested the OTP. If you refresh it will reset the portal screen and you need to enter the email address again. In that case, make sure to update the latest OTP you've received via email.

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