Help and support
Start here on your phone or computer, with your TV remote nearby. Max App is a media player: no channels, subscriptions or media are included. Use only sources you are authorized to access.
For activation or playlist problems, contact your provider with the MAC shown on your TV. To send your own list, choose Upload playlist from website on the TV first screen, then open Upload list below. Settings offers the same action later. For app help, use Contact.
You need an internet-connected supported device, your portal account and your own M3U playlist address. An XMLTV/EPG guide address is optional. A playlist address may contain a password or token. Enter it only in the protected source form.
Open Install app for the supported platforms, current release and download instructions. If Download unavailable is shown, wait or ask support; do not use an unofficial copy. The install-page QR opens the download page; it does not link your TV.
Install appOpen Guided customer setup below, also available in Customers. Sign in to the intended account, check Account, then choose Start a new setup. Choose Create a customer and enter its name, or Use an existing customer and select its Existing customer line when offered. Choose Save customer choice and continue. Reuse the intended customer instead of creating a duplicate.
On Activate your device, enter the permanent MAC displayed by Max App on the TV. Check Account and choose Add device; the TV is added straight away. No TV login, approval or temporary code is needed. In Guided setup at Device, select this TV and choose Use this device. Connecting alone never activates a customer line or charges credits. Android 6–7 reinstall loses the license and gets a new MAC; contact support to move the activation to the new MAC. The original trial deadline never resets.
Activate your device uses the permanent MAC shown on the TV. Return to your original saved setup and select the connected device. The install-page QR only opens downloads; it does not connect a TV.
Activate by permanent MACOpen DevicesAt Source, choose Reuse an owned source, or Enter an authorized source and fill in its name, Authorized M3U URL and optional EPG URL. Choose an Activation package for a new line; an existing line retains its package. Select Activate or renew this line if needed only when intended, then choose Review binding and credits. Existing active lines are reused without another activation charge.
Open PlaylistsCheck the account, customer, TV, source, package period and Credits on confirmation. Confirm binding and publish retains an existing activation; Activate or Renew for the displayed credits and publish performs the chosen activation or renewal. Confirm only when the details and charge are intended. Otherwise use Save draft for later at Source, or Keep draft and exit at Review. Saving a draft does not activate or charge.
At Delivery, check the named customer and TV and the expected revision. Retry publication if it is pending. On the TV, use Sync from portal, Sync again, or Refresh from portal for a cached list. Choose Refresh status in setup and wait for Applied by the intended device for the exact expected revision. Saved, Published or Received alone do not finish setup. Open a channel to test playback separately.
Separate controls remain available in Playlists and Devices. Add a new device through Activate your device using its permanent MAC; legacy device IDs only find existing owned devices. In Customers, Bind device selects a connected device. One device can use a line at a time; rebinding the same TV is automatic. MAC changed (factory reset or new TV)? Contact support to move the activation.
Example only: https://example.com/fixtures/playlist.m3u and https://example.com/fixtures/guide.xml are placeholders, not working channels. Replace them with your own authorized addresses in the source form.
Your change is stored in the portal. This alone does not confirm publication or any TV update.
Publication is incomplete. In guided Delivery, use Retry publication when offered, then Refresh status. Other portal screens may offer Retry delivery. Keep the existing setup, customer and device; retrying publication does not activate or charge again.
The configuration is available for the app to read. Delivered here does not mean the TV has received or applied it.
The app read that configuration revision. Playlist download or processing may still fail.
The intended TV downloaded and processed all selected playlists into its channel list for that exact revision. This does not guarantee that every stream plays or the optional guide has loaded.
Missing receipts or last-contact data mean unknown, not success. An older receipt or cached channel list does not confirm your latest change. Keep the app online, sync again and check the latest status.
Check platform support and the release details on Install app, available storage and the downloaded file check. Android 8 or newer uses installation permission for the specific browser or file manager; follow the device prompts and turn that permission off afterwards. Android TV and Fire TV menus vary by model and OS; if the setting is unavailable, ask the device maker or support. Keep Play Protect enabled on devices that provide it. Do not uninstall or clear storage to fix an update: that can erase pairing and local preferences. Ask support if the verified file still fails.
Check the full permanent MAC on the intended TV and the signed-in account, then try again. A MAC already connected to another account cannot be added; for another account’s device, ask support. Reuse a device already in your account.
At Source choose Save draft for later, or at Review choose Keep draft and exit. Keep the original saved setup address in a private bookmark or tab; reopen that address to resume after reload or sign-in. Opening /setup alone does not select a saved draft. Check Account and customer before continuing; if access is denied in the wrong account, sign in to the intended account and reopen the saved address. Unsaved edits may need re-entering. Opening a saved setup never pairs, activates or charges. Cancel setup stops an unfinished setup without activation or charge; a TV you explicitly paired stays available in Devices. Do not share the saved address in a support case.
Check that the customer, TV, source and package are selected. For an inactive or expired line, return to Source and explicitly select Activate or renew this line if needed, then Review binding and credits. Read Credits on confirmation and the period; insufficient credits prevent confirmation. Existing active lines keep their activation. If price, balance or binding changed, refresh and review again before confirming. Do not create another customer or repeat activation to fix delivery. Ask the account owner or support if the charge is unclear.
Use HTTP or HTTPS on a public host; local/private hosts and URL userinfo are rejected. Ask your provider for a compatible address. After confirmation, use Edit source URL in the saved setup, then Preview affected devices. Review before Confirm source update and publish: an owned source may also update other devices. Customer and TV identities stay linked without another activation charge. Never paste a private source address into support text or screenshots.
Return to Delivery in the same saved setup. Saved — publication pending needs Retry publication when available; Published — device offline needs the intended TV online and syncing. Choose Refresh status and compare the expected revision. Received without Applied points to playlist loading. Do not create a second setup or activate again to retry. An old Applied receipt or cached list does not confirm this change. Share the visible failure code in a case, not the private source.
A newer change superseded this setup and Device binding changed mean this saved result no longer confirms the intended configuration. Stop retrying the old publication. Check the current customer, TV and source, then use Review a new setup with existing records. Review binding and any displayed credits before confirming; do not claim success from an older or different revision. Ask support if the device ownership or source cannot be verified.
Confirm the correct source is active and assigned. Ask your provider whether the address is still valid and returns an M3U playlist with playable entries. DOWNLOAD_FAILED, PARSE_FAILED and NO_PLAYABLE_ENTRIES describe different load failures; share the code, not the private address. Max App does not supply replacement channels.
Check whether other channels from your authorized source play. If only one fails, ask the source provider about that stream. If all fail, check the device's internet connection. On Fire TV, open Settings > Network and press Play/Pause for network diagnostics; follow the on-screen advice. Restart the app/device and retry. Do not factory-reset the TV, disable security protections or clear app storage as a first step.
The guide is optional and loads separately. Check the EPG/XMLTV address in the source form, sync again and check the device date, time and time zone. Ask your provider whether the guide covers these channels and dates. An Applied playlist receipt does not confirm guide coverage.
Check the customer line's status and expiry with the account owner. A playlist assignment does not override a locked line. For a parental PIN prompt, ask the person who set the PIN; never include it in a case. Do not create another customer or reinstall to bypass a lock.
Sign in to open a case below, preview the attached details, then submit. Wait for the saved receipt and case ID; if saving fails, the case has not been sent. Return here to follow status and replies. No email client is needed.
Optional email fallback (quote your case ID): maxiprograme@gmail.com
For suspected unauthorized content use, bundled-channel claims, privacy exposure or abuse, open a case using this subject: Max App abuse or safety report. You can also use the configured email contact: maxiprograme@gmail.com.
Select your own device/customer in the case form and preview the diagnostics. Describe the symptom, app version, time, visible error code, what you expected and what you tried. A missing diagnostic stays unknown. Never share passwords, PINs, pairing codes, private playlist/EPG/stream addresses, raw MACs or private customer descriptions, including in screenshots.
Sign in to open a support case and see its status.