• How to reset app/service password

  To request a password reset, send us an email. This email must come from the registered email or phone number on your account. 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 don't send any email as we don't receive it. Make sure to type in the "email body or content" to RESET PASSWORD (not email subject). | To reset yoPopular

• Experiencing buffering or freezing issues

  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 pictFew readers

• Check internet reception to my device

  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. ![](https://storage.crisp.chat/users/helpdesk/website/461Few readers

• Submit us a problem with the service

  Using the application, you can submit the in-app report to us via email and we'll be in touch with you. Login to Expat Prime app or Web browser. Select any channel or program. From the Status Bar, click on the option "?" to get the prompt screen. Select the option "Something went wrong? Tell us." ![](https://storage.crisp.chat/users/helpdesk/website/461c13fed7e4d800/something-went-wrong_6wvzmv.Few readers