Support

Help with Timonation IPTV — how to reach us, what to include, and answers to the questions we hear most.

Get in touch

Email: support@timonation.app

We aim to reply:

• During TestFlight beta: within 48 hours.
• After App Store launch: within 24 hours on weekdays.

When emailing, please include:

• Your device (e.g. iPhone 15 Pro, iPad Pro 11”).
• Your OS version (e.g. iOS 26.2, iPadOS 26.2).
• App version (Settings → About → Version).
• A short description of what you were trying to do and what happened.
• For playback issues: Settings → Diagnostics → Export Diagnostics. The Export button opens the share sheet so you can save the text file, AirDrop it, or attach it to your support email.

What’s in a Diagnostics export?

The exported plain-text bundle contains two sections:

1. Stall log — up to the last 200 playback stall / recovery events. Includes the event type (detected, retry, recovered, gave up), the cause, the channel name (a user-supplied label), the attempt number, and the retry delay.
2. Request log — up to the last 50 network requests. Each line records the HTTP method, status code, duration, and a sanitized URL.

Sanitization is the load-bearing piece: every URL has its query string, user-info, fragment, and any path segment that looks like an opaque token (HMAC signatures, ≥32-char hex / base64 IDs) replaced with _redacted_ before logging. The export file does not contain:

• Your Xtream username or password.
• Bearer tokens or session cookies.
• Signed proxy URLs.
• Any analytics or telemetry payloads (we don’t have any).

You can preview the bundle on-device before sharing — the Diagnostics screen lists every line that will be exported. The bundle is generated only when you tap Export Diagnostics, and is never sent anywhere automatically. Use Clear Logs in the same screen to wipe it.

Frequently asked questions

What is Timonation IPTV?

A video player for IPTV streams supplied as M3U URLs or Xtream Codes credentials. We do not include any content. You bring your own legal playlists.

Where do I find a playlist?

That is something you need to obtain from a legal IPTV provider you have a subscription with, or from public sources you have the right to use. We cannot recommend providers.

How do I add a playlist?

Open the app → Playlists → “Add Playlist” → choose M3U URL or Xtream Codes, paste your details, and save.

Why did I get a “user already logged in” error from my provider?

Most providers limit how many devices can be active at once. If you get this error, the provider is rejecting your login. Try logging out on another device, or contact your provider.

Why does a channel stall during playback?

Stalls are usually caused by your network connection, the provider’s server load, or a stream’s bitrate exceeding what your connection can sustain. Try:

1. Settings → Player → Bitrate → choose Auto or a lower preset.
2. Pull-to-refresh on the channel list.
3. If the channel still won’t play, open another channel to confirm the issue is stream-specific.

If the problem persists, export Settings → Diagnostics and email us.

Can I pin my provider’s TLS certificate?

Yes — Add Playlist has an Advanced ▸ Certificate pin field where you can paste an SHA-256 fingerprint (lowercase hex, optionally sha256/-prefixed or colon-separated). When set, every connection to that playlist’s host is checked against the pin. A mismatch is shown as “Certificate fingerprint for host didn’t match the pin you set.” and the request is refused — there’s no silent fallback.

Pinning is off by default for compatibility. Only set it if your provider has published their fingerprint, or you already have it from a tool like openssl s_client. The pin survives upgrades because it’s stored on the playlist record.

Where are my credentials stored?

In the iOS / iPadOS Keychain — encrypted by the operating system, never written to UserDefaults or unencrypted files, and never part of the app’s iCloud sync data (only a playlist’s name and server URL sync there). If you have iCloud Keychain enabled, Apple syncs the Keychain item across your own devices end-to-end encrypted — so a synced playlist works on your other device — and we never see it. Turn off iCloud Keychain in iOS Settings if you’d rather they stay on one device.

Will you ever sell my data?

No. We don’t collect any in the first place. See the Privacy Policy.

Does the Pro tier work across all my devices?

Yes — the lifetime Pro purchase is Family Sharing eligible and works on iPhone and iPad when you are signed in to the same Apple ID.

How do I cancel?

You don’t — Pro is a one-time purchase, not a subscription.

How do I request a refund?

Refunds are handled by Apple, not by us. See Apple’s refund instructions.

Does this app work without internet?

You can browse your cached channel list offline, but you cannot play streams without an internet connection. Offline mode is read-only.

Can I play VOD movies and TV series?

Yes — when your Xtream Codes panel exposes on-demand endpoints, movies and TV series appear in the app alongside live channels, with resume and scrubbing support. M3U-only playlists provide live channels.

Reporting a security issue

If you believe you have found a security problem (credential leakage, an unintended network request, etc.), email support@timonation.app with details. We respond within 48 hours and will not pursue any reporter who acts in good faith and gives us a reasonable window to fix.

Reporting an App Review problem

If your concern is that the app facilitates piracy or violates an App Store guideline, please contact us first. The app is positioned strictly as a player for user-supplied playlists and we work hard to keep it that way.