Contact us
Email [email protected] with a short description of the problem, your Windows version and, if you can, the diagnostics file described below.
Never send us your playlist passwords or full playlist links. We will never ask you for them.
Many common questions are answered in the FAQ on the home page.
System requirements
- Windows 10 version 1809 or later, or Windows 11.
- A 64-bit (x64) PC.
- An internet connection and a playlist from a provider you subscribe to.
- The Microsoft WebView2 Runtime for trailers. It ships with Windows 11 and may need to be installed on Windows 10. Without it, a trailer opens on YouTube in your browser.
VelaStream is a Windows desktop app. It does not run on other platforms.
Quick fixes
My playlist will not load
- Check the server address, username and password. Watch for extra spaces when you paste them.
- Make sure your subscription is active and has not expired. Your provider can confirm this.
- If the playlist is an M3U link, open the link in a browser to check that it responds.
- If the provider's service is down, try again later.
The program guide is empty
- Not every provider includes a guide. If yours does, check the guide (XMLTV) address for the playlist.
- Run the sync again from Settings > Playlist & EPG Synchronization.
- Some channels have no guide data. That comes from the provider.
A channel will not play
- Try another channel. If only one channel fails, it is probably offline at the provider.
- If nothing plays, check your internet connection and whether the provider's own app plays the channel.
- If a playlist works in another app but not here, send us diagnostics (see below).
Playback stutters or freezes
- Close other apps that use a lot of bandwidth, such as downloads or video calls.
- Use a wired connection, or move closer to your Wi-Fi router.
- Check whether the same channel stutters in the provider's own app. If it does, the problem is on the provider's side.
Artwork does not show up
- Try turning the DNS-over-HTTPS image fallback on or off in Settings. Some networks block image hosts, and the fallback can help.
- Artwork from some hosts can be slow. Wait a moment and open the page again.
Sports or trailers do not load
- Sports data comes from ESPN and SofaScore. If a source does not respond, the app shows a data-unavailable message until it recovers.
- Trailers need the WebView2 Runtime. Without it, they open in your browser.
A reminder or scheduled recording did not happen
- Reminders and scheduled recordings only run while VelaStream is open. Keep the app running, and open it before the program starts.
Start again from scratch
- Use Settings > Danger Zone > Reset App. It deletes your settings, playlists and favorites, but not the recordings you saved. The Privacy Policy lists exactly what is deleted.
Export diagnostics
If you report a problem, export diagnostics first. Open Settings > About & Diagnostics, choose Export diagnostics, and save the zip file somewhere easy to find. Attach that file to your email.
The zip contains the app log and a short system report. It does not include settings, passwords, playlists or license data, and credentials and tokens in the log are masked. Please check the file before you send it.
Pro purchases and subscriptions
Pro is sold through the Microsoft Store version of VelaStream. Sideloaded builds stay on the Free plan.
- Restore Pro: open Settings, choose Upgrade to VelaStream Pro, and select Restore Purchases. Use the Microsoft account you bought Pro with.
- Manage or cancel a subscription: in the same view, choose Manage Subscription, or open account.microsoft.com/services. Canceling stops renewal.
- Refunds: request them through Microsoft Store. We cannot issue refunds directly.
What happens when Pro ends is described in the Terms of Use.