How Can We Help You?

How many devices can I use at the same time?

It depends on your plan. Check the Pricing page to see the connection limit for each plan. You can install MoonCast on as many devices as you want — the limit only applies to simultaneous streams.

Do I need a VPN?

No. MoonCast works without a VPN. If your internet provider throttles streaming traffic, a VPN may help improve stability — but it is not required.

I didn't receive my login details

Check your spam or junk folder first — automated emails sometimes land there. If you paid by Bitcoin or USDC, wait up to 30 minutes for blockchain confirmation. If it's been longer than that, contact support with your payment confirmation or transaction ID and we'll resend your credentials immediately.

My subscription expired

Renew at any time on the Pricing page. Once payment is confirmed your account reactivates instantly and your credentials stay the same — no need to reconfigure your app.

I entered the wrong username or password

Your credentials are case-sensitive. Copy and paste them directly from your welcome email rather than typing manually. If the credentials are correct and you still can't log in, contact support and we'll reset your account right away.

My account says "invalid"

This usually means your subscription has expired, your credentials were entered incorrectly, or your account was flagged for too many simultaneous connections. Check your subscription status first. If your plan is active and you're still seeing this error, contact support with your username.

Too many connections error

This happens when more devices are streaming at the same time than your plan allows. Close the stream on one device before opening it on another. If you need more simultaneous connections, upgrade your plan on the Pricing page.

Can I change my device?

Yes. Your credentials work on any supported device. Install your IPTV app on the new device, enter the same username and password, and you're ready. No need to contact support to switch devices.

Live TV is buffering

Check your internet speed first — you need at least 10 Mbps for HD streams. If your speed is fine, switch to a wired ethernet connection instead of Wi-Fi. You can also try a different stream quality in your app settings. If buffering continues on multiple channels, contact support — we may be able to assign you to a faster server.

Channels are not loading

Refresh your channel list inside the app. If a specific channel won't load, it may be experiencing a temporary broadcast issue — wait 10–15 minutes and try again. If multiple channels are down, contact support with your username so we can check your account.

VOD is not working

Check your internet speed first — VOD content requires a stable connection. If speed is fine, try clearing the app cache and restarting. If specific titles won't load, contact support with the title name and we'll investigate.

Black screen when I open a channel

This is usually a codec issue. Go to your app settings and switch the player between software and hardware decoding. If that doesn't fix it, try a different IPTV app. Still getting a black screen? Contact support with your device model and app name.

Error 403

Error 403 means your account is not authorised to access that stream. This usually happens when your subscription has expired or when too many connections are active at once. Check your subscription status and make sure you're within your connection limit. Contact support if your account is active and you're still seeing this error.

The app keeps crashing

Clear the app cache first — go to your device Settings, find the app, and select Clear Cache. If it still crashes, uninstall completely and reinstall the latest version. If the problem continues, contact support with your device model and app name.

Stream stops after a few minutes

This is almost always a connection issue. Check that your internet is stable, switch to ethernet if possible, and disable any battery-saving or sleep settings on your device that may be cutting the connection. If it keeps happening, contact support.

How do I renew my subscription?

Go to the Pricing page and complete a new payment. Your account reactivates instantly and your existing credentials stay the same — no need to reconfigure anything.

My payment was not confirmed

PayPal payments confirm instantly. Bitcoin and USDC require blockchain confirmation — usually 10 to 30 minutes. If it has been more than an hour with no confirmation, contact support with your transaction ID or PayPal reference number.

I paid but my account was not activated

Check your email including spam for your credentials. If payment was confirmed but you received nothing after 30 minutes, contact support with your payment confirmation. We'll activate your account manually right away.

My crypto payment is still pending

Bitcoin transactions need at least one blockchain confirmation. During high network traffic this can take up to 60 minutes. You can check your transaction status on any blockchain explorer using your transaction ID (TXID). Contact support if it's been more than 2 hours.

How do I upgrade my plan?

Contact support and let us know which plan you'd like to move to. We'll guide you through the process. Alternatively, wait until your current plan expires and subscribe to the higher plan on renewal.

Can I change my plan?

Yes. Contact support and we'll help you switch. Upgrades can be arranged at any time. Downgrades take effect at your next renewal date.

Are there hidden fees?

No. The price you see on the Pricing page is exactly what you pay. PPV events are included at no extra cost. There are no setup fees, no activation fees, and no automatic renewals without your action.

Does MoonCast show ads?

No. MoonCast is a subscription service. There are no ads, no pop-ups, and no sponsored content inside the service. You pay once and watch without interruption.

Is MoonCast secure?

Yes. Your account credentials are encrypted and your streaming connection is secure. We do not share your personal information with third parties. For full details see our Privacy Policy.

Do you store my payment details?

No. We do not store any payment information on our servers. PayPal payments are handled entirely by PayPal. Crypto payments go directly to our wallet. We never see or store your card details.

How can I contact support?

Via live chat or email through our Contact page. We typically respond within a few hours. For the fastest response, include your username and a short description of your issue in your first message.