Question 1

How to add/change card details

Accepted Answer

Simply set up a payment method for your subscription with us and it will charge automatically for the invoice /subscription once it's due for renewal. Its a Direct Debit or Recurring payment.

Login to your customer portal
Once logged in, click on the "Payment Method"
Make sure to enter your card number, expiry date, and CVV correctly on the new window.
Once completed, click on "Add" and it will save your card details.

If you wish to change your current payment method:

Select "Payment Method".
Click on "Edit Payment Method".
Now you can input your new card details

||| If the subscription payment is failed, the service would cut off immediately.

Question 2

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 3

Forgot the password

Accepted Answer

Unfortunately, you cannot reset your app login passwords using the customer portal or the website. But you can simply use the LiveChat from the website and talk to the agent to reset the password for you.

We're happy to assist you around the clock.

Question 4

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 5

How to update password for Customer Portal

Accepted Answer

If you're tired of receiving too many One Time Password each time you log in to the customer portal. You can set up a password for your portal. || This will only change the password for your customer portal or the billing area and not for the app logins. To change the app logins, please start a LiveChat or get in touch with us via email (help@expatprime.tv) around the clock.

Login to your customer portal by entering your registered email ID and a One Time Password will send to your email.
Once logged in, click on the option "Account Information".
It will take you to a new window to "Set Password"
Enter the password (At least 8 characters, special character and one numerical number with your password).
Once completed, simply click on "Update Password" to set a password for your customer portal.

| If you forgot your custom password, you can request for a one-time password. It will help you to reset the password for your customer portal again.

Question 6

How to assign favorites

Accepted Answer

You can assign your favorite channels/movies using the Expat Prime app. You can see the favorite channels listed on the website under "MY TV". Follow the below instructions to assign your favorite channels:

Login to the Expat Prime Service with the email ID and password.
Select the channel which you wish to assign as your favorite one for easy access.
Click on the 'heart icon' to assign it as your favorite. || You can do the same for your favorite movie under the Cinema section.
The assigned channels or movies can be found under MY TV section.

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