Contact us

Need to contact ClearPick IPTV? You are in the right place. Whether you are still comparing packs or already watching, the same desk reads every message. Pick the channel that suits your question, add a few useful details and we will take it from there. Here is how to reach us, at a glance.

Ways to contact us, compared

We offer two channels and no hidden third one. Both lead to the same team and the same knowledge, so the choice is about comfort, not about the quality of the answer. The table shows where each one shines, so you can pick in a few seconds.

A simple rule of thumb: if your question would fit on a sticky note, WhatsApp is often the more comfortable route. If it needs a paragraph, a list of devices or several sub-questions, use the form. Writing it out in full also helps you think through what you actually want to know, which tends to make the reply more precise.

Please choose one channel per question. Sending the same message through both does not speed anything up; it only creates two parallel threads that someone then has to match. If you switch channels halfway, for example because you have moved from your desk to the living room, mention that you wrote earlier and give the e-mail address you used, so the conversation stays in one piece.

Which contact channel suits your question

Most people know what they want to ask but are unsure where to send it. These scenarios cover the situations we see most often. Each one ends with the channel and the first detail to include.

None of these routes is wrong. If you send a step-by-step setup question by e-mail, we will still answer it. The suggestions are only there to save you time. Whatever you choose, the details you include matter much more than the channel itself, which is why a later section of this page is entirely about what to put in your message.

Questions worth asking before you order

We would rather answer five questions before an order than one complaint after it. A buyer who checks the fit first ends up with a pack that suits the home, and that is the whole idea behind ClearPick IPTV. These are the topics where a short message before paying makes the biggest difference.

You do not need to know the technical words to ask. “I have an older LG TV in the bedroom and a box in the living room, my partner and I sometimes watch at the same time, and we mostly want films in French” is a perfect pre-order message. From it, we can tell you which player to look for in each official app store, how the one-connection rule affects you, and what to ask about the catalogue.

If you prefer to read before writing, the side-by-side comparison of our IPTV plans sets out the three packs on one table, and the guide to the best IPTV service for Canadian homes matches household types to what they should look for. Both pages are written so that you can arrive at support with a sharper question, not to replace the conversation.

Device and player questions to ask support

Compatibility is the most common pre-order topic, and also the easiest to settle in one exchange. The answer depends on the exact device and on which players its official app store offers, so a brand name alone is rarely enough. Give us the model or at least the family and roughly how old it is.

One point we repeat on purpose: every player is installed from your device’s official app store. If a player asks for a licence, that purchase is between you and the app’s publisher, so check the current price on the app’s official website. We can help you choose and set up the player, but we cannot sell, reset or transfer a publisher licence.

Language questions: contact us before you pay

Language is the topic where a short pre-order message matters most, because it is the one where general descriptions can be read in different ways. We describe our catalogue in one careful sentence: it includes French-language and international content. We do not publish channel lists and we do not promise any other specific language on our pages.

That wording is deliberate. A buyer in a bilingual household, a family that wants programmes in a heritage language, or a viewer who follows events from a particular region all need a precise answer, not a general one. The only way to give that answer honestly is to look at your exact request. So if language is the reason you are buying, make it the first line of your message.

If one language is the reason you are buying, ask about that language before anything else.

Here is a pattern that works well. State the language, say whether you need live channels, films, series or all three, and mention whether subtitles in English or French would be acceptable as a fallback. That last detail often turns an uncertain answer into a useful one. Then wait for the reply before ordering. If the answer does not match what you need, you have lost nothing but a few minutes, and you can keep comparing with the best IPTV Canada method as your guide.

Language also matters for the support conversation itself. Our desk works in English and French. If neither is your first language, write in the one you are most comfortable with, keep sentences short, and do not worry about grammar. A clear description of what you see on screen is worth more than perfect phrasing.

Extra screens: how a contact request works

Every pack includes 1 simultaneous connection. You may install the same credentials on several devices in your home and use them one after another, but only one stream should play at a time. If two people start watching at once, one of the streams will usually stop. That is not a fault; it is the rule.

The speed question is not a formality. Each screen needs its own share of the line: about 10 Mbps in HD, 15 Mbps in Full HD and 25 Mbps in 4K. Two Full HD screens playing together therefore need about 30 Mbps of steady speed, before anyone else in the home starts a video call or a large update. If your line cannot carry it, more connections will not help, and we will tell you so. The guide to IPTV on multiple screens covers the household side of the question in more depth.

Payment, duration and delivery questions

Questions about money deserve clear answers, so here are the facts we can state on any channel. For the current price of a pack and duration, see the plans page; we do not quote figures in articles or messages that may be read after prices change.

The payment process itself is covered step by step in the guide to paying for IPTV in Canada. If you are weighing a short start against a full year, the pages on the monthly IPTV subscription and the 12-month IPTV subscription explain who each one suits. Those pages answer the general question; support answers yours, with your devices and your habits in mind.

A practical tip if you are planning ahead: note the end date of your term in a calendar as soon as your access arrives. Since nothing renews on its own, there is no reminder charge to warn you, and the first sign of a finished term is usually a refused login on a Friday evening. If you would like to continue, order again before that date and update the saved account in your player rather than adding a second one. If you are unsure how to do that in your particular player, a short message with the player name is enough for us to walk you through it.

What to include when you contact support

A clear first message saves a round of back-and-forth. Run through this list before you send. You will not always have every item, and that is no problem; include what you have and say what you do not know.

• The e-mail address you used to order, if you are already a customer.
• Your device and player app, for example an Apple TV with IBO Player.
• What you see on screen, in one or two sentences.
• When it started and what you already tried.
• A photo of any error message, if you have one.
• Whether the problem affects one channel, one device or everything.

A complete first message fits in four short lines.

Notice what the example message does well. It tells us who you are without exposing a password. It names the hardware and the software. It describes the symptom with one observable fact. And it lists two tests already done, one of which (the phone behaving the same way) already points away from the box and towards the connection or the account. With that, the first reply can suggest a real next step instead of asking five questions.

Writing a message that gets a useful first reply

The difference between a slow conversation and a quick one is almost always the opening message. Compare the two approaches below. Neither is rude, and both will be answered, but only one lets us act straight away.

Three habits make the biggest difference. First, describe what you see rather than what you think the cause is; “the picture stops on one frame while the sound continues” is more useful than “the server is down”. Second, mention the scope: one channel, one device, or everything. Third, if you follow up later, reply in the same thread or repeat your order e-mail, so the history stays together.

If you are not sure what to call something on screen, a photo taken with your phone is the best description there is. Players word their errors in different ways, and the exact text often points straight to the cause: a login typo, a server address with a missing character, or a term that has ended.

What never to send in a message

Support needs very little personal information to help you. Keeping messages lean protects you, and it protects us from holding data we do not need.

The same caution applies to screenshots. Before sending a photo of a player’s settings screen, check that it does not show your password in plain text. Many players hide it, some do not. If it is visible, crop it out or cover it. A photo of the error message itself is usually all we need.

Finally, please do not forward your access details to friends or relatives so they can “test” something for you in their home. Credentials belong to your household, and a second home using them at the same time breaks the one-connection rule and creates exactly the kind of cut-outs you were trying to fix.

Common reasons people contact us

Most messages fall into a handful of groups. Knowing them may help you phrase yours, and the first self-check in each line can sometimes solve the problem before you write at all.

Two of these deserve a word of reassurance. A login refused after weeks of smooth viewing is often simply the end of a term, since nothing renews automatically; check the date of your order against the duration you chose. And a stream that stops the moment someone else presses play is the one-connection rule doing its job, not a fault. Both are quick to confirm, and both are covered in the IPTV not working checklist.

If your access e-mail has not arrived

Access is sent by e-mail within minutes of an order. When it seems to be missing, the cause is nearly always on the receiving side, and you can rule most of it out yourself before you write. Work through these steps in order.

1. Search your whole mailbox. Look in spam, junk, promotions, updates and any custom folders, and search for “ClearPick”.
2. Check the address you typed. Look at your payment confirmation for the e-mail address used at checkout; a small typo sends access elsewhere.
3. Look at any second address. If you have a work and a personal mailbox, check the one you did not expect to use.
4. Confirm the payment went through. A card or PayPal confirmation tells you the order was placed.
5. Write to us with the checkout e-mail. Say when you ordered and which pack and duration you chose. Do not send card details.

Once the details are in hand, enter them exactly as written. If the e-mail gives you Xtream Codes, the Xtream Codes setup guide shows where the server URL, username and password go in common players. If it gives you an M3U link, the M3U playlist guide explains which players accept it and how to add a guide address. The broader IPTV setup hub covers the whole sequence from device to first channel.

Before you contact support about playback

Playback problems are where a few minutes of checks pay off most, because they tell us, and you, which part of the chain to look at. You do not have to do all of this before writing, but the more you can report, the faster the first reply can be specific.

The second-device test is the most valuable of the four. If the phone plays smoothly while the TV struggles, your account and line are working and the TV or its player is the suspect. If both struggle, the cause sits higher up, in the connection or the account. The IPTV buffering guide covers the network side in detail, and the IPTV freezing guide covers devices and decoder settings.

One pattern needs no home checks at all: a single channel that fails on every device you own, at the same moment, while other channels keep playing. That points to the stream rather than to your setup. Send us the channel name as it appears in your list, the time you noticed it and the devices you tried, and we will look into it.

Contact us in English or French

Our desk answers in English and in French, on both channels, seven days a week. You do not need to choose a language in advance or tick a box. Write in the one you prefer, and the reply follows your lead.

If your player menus are set in a language you rarely read, it can help to switch the device language to English or French before following our steps, so that the labels in our reply match what you see. Most players follow the device setting. You can switch back once everything works.

What happens after you send a message

We do not publish a reply time, because it depends on the moment and on the question, and we would rather not make a promise that a busy evening could break. What we can describe is the shape of a typical conversation, so you know what to expect.

1. Step 1

   Your message arrives

   By the form or on WhatsApp. The same team reads both, seven days a week.

2. Step 2

   We read it in full

   We look for the device, the player, the symptom and what you tried. Missing details are the main reason for a follow-up question.

3. Step 3

   A first answer with next steps

   Either a direct answer to a pre-order question, or a short list of checks in a clear order.

4. Step 4

   You report back

   Tell us which step changed something. Reply in the same thread so the history stays together.

5. Step 5

   Wrap-up

   When things work, we close the loop. If the cause was on our side, we say so plainly.

While you wait, the self-help pages linked throughout this page are a useful way to make progress, but there is no need to apply every tip at once. Changing several settings in one go can make it harder to know what helped. If you try something, note it, and mention it in your next message.

Sometimes the honest conclusion of a conversation is that our service does not suit your situation: a device that cannot run any of the supported players, a line too slow for the quality you want, or a language need we cannot confirm. When that happens, we say it clearly rather than suggesting one more setting to try. A clear no is more useful to you than a long series of maybes, and it is part of choosing with clarity.

Terms that help you describe the problem

You never need technical vocabulary to contact us, but knowing a few words makes descriptions shorter and clearer. These are the ones that come up most in our conversations.

Buffering

The picture pauses with a loading wheel, then carries on.

Freezing

The picture locks on one frame, sometimes while the sound continues.

Xtream Codes

Your login in three parts: server URL, username and password.

M3U link

A single playlist address that some players accept instead of Xtream Codes.

EPG

The programme guide that shows what is on now and next.

Simultaneous connection

One stream playing at a given moment; each pack includes 1.

Player

The app you watch in, installed from your device’s official app store.

If a word in one of our replies is unfamiliar, just ask. A good support conversation should leave you understanding your setup a little better than before, not more confused. The plain guide to what IPTV is is a good place to start if the whole topic is new.

Corrections and feedback on our guides

Support is not only for problems with your access. If you spot something on this site that looks wrong, unclear or out of date, we want to hear about it through the same channels. Our guides are written to be checked, and the people best placed to check them are readers who follow the steps on their own devices.

Deep dive: what makes a correction easy to act on

Give the address or title of the page, quote the sentence that seems wrong, and say what you saw instead. If the issue is a menu label that no longer matches a player, mention the device and the player version if you can find it in the app’s settings. If it is a matter of clarity rather than accuracy, tell us which step lost you. A message like “the M3U guide says to add a guide address, but my player has no field with that name” is precise enough to check and fix.

We also welcome suggestions about what is missing. Many of the topics covered in our troubleshooting and setup sections began as questions that kept coming back to the support desk. If you had to search hard for an answer, someone else probably will too, and a short note helps us decide what to explain next.

A few things are outside what feedback can change. We will not add channel names or promises about specific programmes, we will not publish prices inside articles, and we will not add advice about installing apps from outside official stores. Those are house rules, explained on the About ClearPick IPTV page. Within those limits, every sensible correction is welcome, and it costs you nothing but a minute.

Related pages before you contact us

These pages answer the most frequent questions in depth. Reading one first can make your message shorter, or make it unnecessary.

FAQ

How can I contact ClearPick IPTV?

By e-mail, using the form at the bottom of this page, or on WhatsApp at +33 6 44 65 43 13. Both channels are answered by the same team.

Which days is support available?

Seven days a week, on both e-mail and WhatsApp.

Which languages can I write in?

English or French. Write in the one you prefer and the reply comes back in the same language.

Can I ask questions before I order?

Yes, and we encourage it. Devices, players, languages, extra screens, durations and payment are all fair questions before you pay.

What should I include in my first message?

Your order e-mail if you are a customer, your device and player, what you see on screen, what you already tried, and a photo of any error message.

Should I send my password so you can check my account?

No. Never send your password or card details. The e-mail address you used at checkout is enough for us to find your access.

How do I get more than one screen at the same time?

Each pack includes 1 simultaneous connection. Write to support with the number of screens and devices; we explain the conditions and the price before anything changes.

Can you tell me if a specific language is in the catalogue?

Yes. The catalogue includes French-language and international content; for any specific language, ask us before ordering and we will answer for your exact request.

My access e-mail has not arrived. What should I do?

Check spam, promotions and filtered folders, and confirm the address you entered at checkout. If it is still missing, write to us with that e-mail address and the pack you ordered.

Can you sell or reset a player app licence?

No. We are independent from app publishers. Install players from your device’s official app store and check any licence price on the app’s official website; we can still help you set the player up.

Write to us