Support

Getting started

The free version works with one source at a time. Premium removes that limit. A source can be:

• an M3U or M3U8 playlist link,
• an Xtream account (server address, username and password from your provider),
• an M3U file from the Files app,
• a home server or antenna that serves M3U and XMLTV.

Open the Sources tab and choose to add a source. Pick the source type, fill in the fields, and save. The first import runs in the background; on large lists it can take a little while.

Adding an M3U playlist

1. Choose “Playlist URL” as the source type.
2. Paste the M3U or M3U8 link from your provider or your own server, for example https://…/playlist.m3u.
3. Optionally add a guide (XMLTV) address. If the playlist names its own guide too, both are used together.
4. Save. A name is filled in for you if you leave it empty.

Adding an Xtream account

1. Choose “Xtream Account”.
2. Enter the panel address your provider gave you, including its port (for example http://…:8080), then your username and password.
3. Save. The password stays in the app’s protected library on your device (and, with iCloud sync on, encrypted in your own iCloud). It is never written to the channel catalog or to logs.

Adding a guide (XMLTV)

The guide address is optional. If your playlist or account already points to a guide, Guidevi uses it. Otherwise enter an XMLTV address in the “Guide (XMLTV) URL” field of the source.

If programmes appear earlier or later than they air, shift the guide’s clock in the source’s settings. The channel list and guide refresh at an interval you can set; background refresh runs while the app is open or when the system allows it. The EPG health indicator shows the match rate and the last and next refresh, and lets you refresh by hand.

Adding sources on Apple TV from your phone

1. On Apple TV, choose to add a source, then “Add from iPhone”.
2. Point your phone’s camera at the QR code on the TV. If the camera can’t read it, open the address shown on screen in your browser.
3. On the page that opens, enter the playlist address or Xtream account and choose “Send to Apple TV”.

Your phone and Apple TV must be on the same home network; guest networks are often separate. The code refreshes every few minutes, and the page closes after 15 minutes of inactivity. What you type goes straight to the Apple TV, not to the internet, but on your home network it travels unencrypted, so use this only at home.

Backup and restore

In Settings, “Create backup” writes your sources, favorites, group settings and watch progress to a single file. Passwords are included only if you switch that on, and then they sit in the file as plain text, so keep the file to yourself. Your parental-control PIN is never part of a backup.

To restore, choose “Restore from a Backup” when adding a source. Nothing on the device is deleted; for the same item, the newer one wins. Backup and restore are free.

Why isn’t this playing?

When a channel fails, Guidevi shows the likely cause in plain language, for example: wrong username or password, the source’s subscription has expired, the connection limit is full, the source can’t be reached, no internet connection, or an unsupported stream format. If one playback engine can’t handle a stream, the other may take over, and the panel tells you so. The stream info panel shows resolution, codec, bitrate and the engine in use.

Things to try:

• Check that the same account isn’t playing elsewhere. Many providers allow only a few simultaneous connections.
• Check your username, password and the server address with your provider.
• Try another channel from the same source to tell a single dead stream from a source-wide problem.
• Send a diagnostics log (below) if it keeps happening.

Guidevi only plays what your source delivers. If the source is down or the account has lapsed, only your provider can fix that.

Restoring purchases

Open the Premium screen and choose “Restore Purchases”. This matches your earlier purchases with the Apple Account you are signed in with.

I purchased but don’t see Premium

Work through these steps in order:

1. Restore Purchases on the Premium screen.
2. Check your Apple Account. On Apple TV you may be signed in with a different Apple Account, or using a different profile than the one that bought Premium.
3. Family Sharing. If the purchase was made by a family member, Premium is shared through your Family Sharing group. Ask the organizer to check that Family Sharing is on.
4. Check your internet connection, then close and reopen the app.
5. Still nothing? The same screen has a “contact support” button, or write to support@guidevi.com and we’ll check your purchase with you.

To cancel or manage a subscription, use your Apple Account settings (on iPhone and iPad: Settings, your name, Subscriptions; on Apple TV: Settings, Users & Accounts). If you bought the lifetime option while a subscription is active, remember to cancel the subscription separately.

iCloud sync (Premium)

With Premium, your sources, credentials, favorites, watch progress and synced settings travel between your devices through your own private iCloud database. Sign in to the same Apple Account and iCloud on each device. On a new device you may briefly see “Your library is coming from iCloud”; it usually takes a few seconds. Guidevi stores these library fields in CloudKit’s end-to-end encrypted fields; technical metadata such as record names is stored with Apple’s standard iCloud protection. Your parental-control PIN is not synced.

Without Premium, use the free backup file to move your data between devices.

Sending a diagnostics log

On iPhone and iPad, choose “Share Diagnostics Log” in Settings and attach the file to an email to support@guidevi.com. On Apple TV, choose “Get diagnostics report” (it is in Settings, in the stream info panel and in purchase help), scan the QR code and download the report on your phone, then attach it to your email.

The log masks addresses, usernames and passwords. It is never sent anywhere unless you send it.