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Cine EU Support Centre
Most problems get fixed in under 2 minutes. Find your issue below, try the quick fix, and if it still is not working, our WhatsApp team gets you back on air fast.
Try these first, they fix 9 out of 10 issues
Before you message us, try these three quick fixes. Honestly, most of the time one of them works.
🔌
Reboot everything
Unplug your router, wait 30 seconds, plug it back in. Do the same with your TV or streaming device. Wait for the app to fully load, then try again.
Fixes: buffering, black screens, channels not loading
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Check your speed
Run a speed test on your device. You need at least 15 Mbps for HD, or 30 Mbps for 4K. If you are on Wi-Fi and the signal is weak, move closer to the router or use a cable.
Fixes: buffering, freezing, low quality video
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Force close the app
Close the app completely, not just minimise it. On most devices, go to settings and force stop it. Then reopen. This clears any stuck sessions.
Fixes: login errors, EPG not showing, stuck loading screens
Common issues and how to fix them
Find your specific problem below. Each fix is short and honest. If none of these help, message us on WhatsApp and we take it from there.
The screen is black or nothing loads
This usually means the app cannot reach our servers. Restart your router first. If it still fails, your ISP may be blocking the connection. Message us and we send you an alternative server route.
Constant buffering during live sport
Peak evening times can strain any connection. Check your speed. If Wi-Fi is under 30 Mbps at the TV, plug an Ethernet cable directly into your streaming device. This solves 80% of buffering complaints.
A single channel stops working
Individual channel outages usually resolve within 5 to 10 minutes. Switch to another channel to confirm your service is still active. If the same channel is still down after 15 minutes, send us the channel name on WhatsApp.
Login is not accepted
Almost always a copy paste issue. A stray space or a mistyped character. Copy your login details fresh from our WhatsApp message. Watch out for the letter O versus the number 0, and lowercase L versus uppercase i.
Login says my account is used elsewhere
You only have one active connection on standard plans. If you set the app up on a new device, log out from your old device first. If you want more than one connection, message us to upgrade.
Sound is out of sync with video
In your app settings, look for an audio sync or audio delay option. Adjust by 100 to 300 milliseconds until sound matches picture. If your TV has its own audio delay setting, try that instead.
EPG or channel guide is empty
Force close the app and open it again. The EPG data downloads fresh on startup. If it is still empty, go into settings and manually refresh the EPG. This can take up to 2 minutes.
Picture quality dropped suddenly
Your app may have downgraded to a lower stream during a network dip. Force close and reopen. In app settings, set your default quality to HD or 4K instead of auto.
Video on demand will not play
Sometimes VOD titles take a moment to spin up after long idle periods. Wait 15 seconds and try again. If it still fails, try a different title to confirm the app itself is working, then message us with the exact title name.
Subtitles are missing or wrong language
Most channels have subtitle tracks available. Look for a CC or subs icon in the player. Select your preferred language. If nothing is offered, that particular broadcast may not have subtitles from the source.
App keeps crashing to home screen
Your device is running out of memory. Restart the device fully (not just the app). Uninstall apps you do not use. If the crashes continue, message us and we send you the latest APK build with better memory handling.
Device specific help
Some devices have their own quirks. Here are the fixes we see most often per device family.
Firestick / Fire TV
Clear the cache
Settings, Applications, Manage Installed Applications, find our app, Clear Cache. Do this once a month for smoother performance.
If your Firestick is slow overall, unplug it from the wall for a full minute. Fire TV builds up memory over time and needs a proper cold restart.
Samsung Smart TV
Check the MAC address matches
Samsung playlists are tied to your TV’s MAC address. If the app is failing to load channels after a router change, message us your current MAC and we resync.
Ora IPTV Player on Samsung works best after a full TV restart. Hold the power button on the remote for 5 seconds to force restart.
LG Smart TV
Update WebOS
Older WebOS versions have known issues with streaming apps. Go to Settings, All Settings, General, About This TV, Software Update.
If Ora IPTV Player is not showing your channels, log out of the app, restart the TV, log back in.
iPhone / iPad / Apple TV
Check the app is up to date
App Store, tap your profile icon, scroll down for pending updates. Ora IPTV Player updates monthly with server fixes.
iOS occasionally blocks background streaming. If audio stops when your screen locks, disable Low Power Mode.
MAG / Formuler boxes
Portal URL and MAC address
If your MAG or Formuler box shows a blank screen, the portal URL may have expired or the MAC needs to be re-registered.
Send us your MAC address on WhatsApp (it looks like 00:1A:79:XX:XX:XX). We reset the mapping and you are back within minutes.
VU / Sky Glass
Use our dedicated AFTV code
If you installed via Downloader code 7167591, that is the version tuned for these TVs. Generic APKs often have display issues on VU and Sky Glass.
See the full install guide on our apps page.
Still stuck? Here is how to reach us
When you message us, telling us a few things upfront saves everyone time. Copy this template as your first message and fill in the details.
📋 Template message
Hi Cine EU,
Device: [Samsung TV / Firestick / iPhone / etc]
App: [Ora / Cine GB APK / Windows Player / etc]
Problem: [describe in your own words]
What I already tried: [reboot / speed test / etc]
A screenshot of the error or a photo of your TV screen makes a huge difference. If you can send one alongside your message, we usually diagnose the issue within the first reply.
+44 7520 663166
Same number for orders, questions, and support. Real people. Fast replies.
Response times, honestly
We do not claim to be a 24 hour call centre. We are a small team who care about the service. Here is roughly when to expect a reply.
Weekday daytime (9am to 11pm European time)
Usually within a few minutes. Sometimes instant.
Weekend and match days
Slower but still active. Someone is always around during Champions League nights and Premier League Saturdays.
Overnight (11pm to 8am European time)
Reply first thing next morning. Send your message anyway. We read them in order.
Christmas and New Year
Reduced coverage 24 December to 2 January. Emergencies during that window still get answered, just slightly slower.
Related pages that might help
Sometimes the fix is not on this page. Have a look at these too.
→ Not sure how everything works? Read how it works.
→ Need to reinstall an app or check codes? See our apps page.
→ Question about billing or plans? Check subscription plans.
→ Curious who we are? Read our about page.
→ Interested in reselling? Head to our sister site gbreseller.co.uk.