Live chat
The fastest way to reach us, right here on this page.
Typical reply: a few minutes
Crystal TV Support
Support 7 days a week
Every day 10:00–23:00 GMT
Real people, quick answers. Start a chat or pick the channel you prefer.
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Contact us
Choose any channel. The same team answers on all of them.
Telegram
Write to our support bot: @CrystalTV_supportbot
Typical reply: within 15 minutes
Open TelegramQuick help
Tap your problem to start a live chat with our team.
Device setup guides
Step-by-step help for every device we support.
Buffering or video not playing?
Try these steps in order. Most problems are solved by the second one.
- Restart the app: close it completely, then open it again.
- Restart your router and your device: unplug both for 30 seconds, then plug them back in.
- Run a speed test on the same device and compare the result with the minimum speeds below.
- Use a network cable instead of Wi-Fi if you can, or move your router closer to the device.
- Lower the video quality in the app's settings.
- Update the app to the latest version.
Account & billing
Which plans do you offer?
Ask us on live chat or Telegram for current plans and prices. We'll help you choose the right one.
When does my subscription renew?
Send us your account email on any channel and we'll tell you your exact renewal date.
How many devices can watch at the same time?
It depends on your plan: [PLACEHOLDER: number of screens per plan]. Need more screens? Ask us about upgrading.
How do I reset my password?
Contact us from the email address or phone number linked to your account and we'll help you set a new password. We will never ask for your current password.
How do I cancel?
Send us a message on any channel with your account email and we'll confirm the cancellation. [PLACEHOLDER: what happens to access after cancelling]
Can I get a refund?
[PLACEHOLDER: refund policy]
Do I have a 14-day right of withdrawal?
If you live in the EU or Norway, you generally have 14 days to withdraw from an online subscription without giving a reason. For streaming, this right only ends early if you explicitly agreed, when you started watching, that the service could begin before the 14 days were over and confirmed that you would then lose your right of withdrawal. To withdraw, send us a clear message on any channel.
What to send us
Include these in your first message and we can fix things faster:
- The email address of your Crystal TV account
- Your device and its model (for example Samsung QE55Q80)
- The app version (shown in the app's settings or info screen)
- A screenshot or photo of the error
- A speed-test result
We will never ask for your password.
Crystal TV support will never ask for your password, card details or verification codes. If someone does, it isn't us. Don't share anything and let us know right away.