Stuck on a question.
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Real human support in plain language. Most questions answered below. If not, the form at the bottom hits a real inbox.
💳 Billing & subscriptions
Manage plan, change card, get a receipt, cancel, refunds.
▶ Playback & streaming
Buffering, quality, captions, casting, multiple screens.
👤 Your account
Reset password, change email, profiles, parental PIN, devices.
📺 Devices & apps
Roku, Fire TV, Apple TV, Samsung, LG, iPhone, Android, web.
⬇ Downloads & offline
Save shows to your phone for flights and subway rides.
🔴 TIVI 24 Live
How the always-on channel works, programming, Live Restart.
Billing & subscriptions
How do I cancel my subscription?
From your account page, click "Manage billing" → "Cancel plan". You keep access through the end of your paid period. No partial refunds for unused days.
Can I switch from monthly to yearly?
Yes — from account → manage billing → "Change plan". The new plan kicks in immediately and you're credited a prorated amount for the unused portion of the old plan.
Do you offer free trials?
TIVI+ Plus and Family come with a 7-day free trial. We charge on day 8 unless you cancel.
I was double-charged. Help.
Email support@tivi.film with the transaction date and last four of the card. We'll refund the duplicate within 3 business days.
I have a coupon code. Where do I enter it?
On the pricing page, after picking a plan, the next screen has a "Have a code?" field. Or apply post-signup from account → billing.
Playback & streaming
Why is the video buffering?
Most common: slow Wi-Fi. Try wired Ethernet, restart your router, or drop streaming quality in account → streaming. If the issue is only on TIVI, email us — we'll check our CDN status.
Can I cast to my Chromecast / AirPlay?
Yes. Chromecast is the cast icon in the player. AirPlay is the standard iOS share menu. Roku/Fire TV/Apple TV users — use the native TIVI app instead.
How many people can stream at once?
Basic: 1 stream. TIVI+ Plus: 4 streams. TIVI+ Family: 6 streams. We track active sessions — if you hit the cap, the player lets you kick the oldest device.
How do I turn on subtitles?
In the player, click the CC button. Captions are available in English on every TIVI Original. Spanish, Haitian Creole, and French roll out through 2026.
Your account
I forgot my password.
Use the reset form. We email you a 6-digit code; you set a new password right after.
How do I add a kids profile?
Account → "Who's watching" → Add Profile → "Kids" toggle. You can require a PIN to switch out of the kids profile.
Can I download my data?
Yes. Account → Privacy → "Export my data". You get a JSON file with everything we have on you, sent to your email within 24 hours.
How do I delete my account?
Account → Privacy → "Delete account". Identifiable data is hard-deleted within 30 days. Aggregated stats may persist.
Devices & apps
Which devices does TIVI work on?
Web, iPhone/iPad, Android, Roku, Amazon Fire TV, Apple TV, Samsung Tizen, LG webOS. Vizio SmartCast is coming.
How do I sign in on my Roku / Fire TV / Apple TV?
Open TIVI on TV. You'll see a 6-character code. Visit tivi.film/connect on your phone, sign in, enter the code.
Downloads & offline
Which plans get offline downloads?
TIVI+ Plus and Family. Basic doesn't include downloads. Files expire 30 days after first download.
TIVI 24 Live
What's TIVI 24?
Our always-on linear channel. Originals premiere live at 9 PM ET, followed by Behind the Block, then a curated drama/comedy block.
Can I rewind TIVI 24?
TIVI+ Plus and up: yes. Tap "From the start" — we rewind up to 4 hours.
Still stuck? Holler.
Average response time 4 hours. We don't outsource. A real human reads every email.