PRISTINEPLAYER / SUPPORT

Let’s get you
watching.

A little help with the player, your connection and the demo.

Connect with a Service ID

Choose Service ID on the welcome screen.
Enter the ID, username and password supplied by your provider.
Select Login. The app looks up the provider’s server address.

If the ID is not recognised, check it with your provider. You can also switch to server URL setup and enter the address supplied by your provider.

Try the Apple demo

Join the TestFlight demo on iPhone, iPad or Apple TV, install PristinePlayer, then select Try Demo without entering provider credentials. Browse the guide, movies, series and search, then choose a sample title to test playback. All demo titles play the same licensed sample film. Select Exit Demo to return to your account or the welcome screen.

Show the mini preview

Start a channel from the Live tab, then close fullscreen playback: tap the close button on iPhone or iPad, or press Back/Menu on Apple TV. The channel continues in the sidebar preview on Apple TV and in landscape on iPhone or iPad. On iPhone in portrait, the preview appears above the guide. This also works in demo mode; allow a moment for the sample stream to load.

Having trouble playing something?

Check your internet connection, try another title and confirm your account is active with your provider. If the demo plays but your provider’s content does not, send your provider the channel or title name and the time the problem occurred.

Need help as a provider?

Use the provider dashboard to manage your Service IDs. For help with an ID or a provider plan, email us with the ID and a description of the issue. Do not include customer passwords.