Support
Customer Support
What to send in your first message, what we can help with, and what sits outside our control.
Getting a useful answer quickly
Support is a conversation on WhatsApp, not a ticket queue. There is no account to create before you can ask something and no reference number to quote. What makes the difference to how fast a problem is solved is how much we know from your first message.
“It is not working” tells us nothing we can act on. “Tidemark channels buffer every ten seconds on my Firestick since yesterday evening, but they play fine on my phone over mobile data” tells us almost everything, and usually gets a specific answer rather than a list of things to try.
What to include in your first message
- The device you are using — for example “Fire TV Stick 4K” rather than “my TV box”.
- The player app and, if you can find it, its version number.
- Exactly what you see: the channel or title, and any error text on screen.
- When it happened, and whether it happens every time or only sometimes.
- Whether the same thing occurs on another network, such as a phone on mobile data.
Illustrative image representing our support desk, not a photograph of a specific employee.
Working with support