Support
Answers to the common questions, and how to reach us if yours isn't here.
Email us at support@kittotv.com. We read every message. Please include your device (Apple TV model or Mac), the KittoTV version, and what happened.
Never send your password, or a full stream or playlist address. Those addresses usually contain your username and password. Describe the problem instead, or remove the login part before you send it.
Getting started
Does KittoTV come with channels?
No. KittoTV is only a player. It includes no channels, movies, series or subscriptions, and it doesn't recommend any provider. You need an IPTV service of your own.
How do I add my service?
Open Settings, choose Manage Sources, then add a source. You can sign in with your provider's server address, username and password (an Xtream-style account), or add a playlist address (an M3U file) with an optional guide address. Movies and series appear only for accounts that offer them.
Typing with the remote is slow. Is there a faster way?
On Apple TV, choose "Use Your Phone" when adding a source. It shows a QR code. Scan it and enter your details on your phone, on the same Wi-Fi network as the Apple TV. The page stops working after the source is added, after ten minutes, or when you close the screen.
Problems
A channel won't play, or says it was refused
Most of the time the provider is refusing the connection. Many providers allow only one or two streams at a time on an account, so check that no other device is using it. If a stream is refused, KittoTV does not retry on its own, to avoid using up your provider's connection limit. Try again after a minute, or ask your provider whether your account or the channel is active.
A movie or episode won't play
KittoTV plays most movies and series, including MKV files. Some files can't be played on Apple devices, such as certain Dolby Vision profile 5 or DTS-only files, and the app tells you why when that happens. AVI and WebM files aren't supported.
The guide is empty or wrong for some channels
The guide comes from your provider. Try Refresh Source in Settings. For a playlist source, add its guide (XMLTV) address if your provider gives one. Channels the provider doesn't match to guide data show no programs.
My sources didn't come back after the Apple TV was restarted or updated
Apple TV can clear an app's stored data. Your sources, favorites and progress come back from iCloud when iCloud sync is on, and the channel lists are downloaded again. If sync is off, they are lost, and you add your source again.
Trial and unlock
How does the trial work?
Everything is free for 14 days after you first get the app. After that you can keep using one source, with live TV and the guide. Movies, series, and more than one source need the one-time unlock. There is no subscription. Your data is never deleted when the trial ends.
I already bought it. How do I get it back on another device?
Sign in with the same Apple ID. The unlock is restored automatically. If it isn't, open Settings, choose Unlock KittoTV, and press Restore Purchase. Family Sharing is supported.
I need a refund
Purchases are handled by Apple, so refunds go through Apple. Visit reportaproblem.apple.com and choose the purchase.
Your data
What does KittoTV do with my information?
Very little. We collect nothing from the app. Read the privacy policy for the full details.
How do I turn off iCloud sync or remove a source?
Open Settings. Choose iCloud Sync and turn off "Sync with iCloud", or choose Manage Sources to remove a source from the device.
Privacy questions
Write to privacy@kittotv.com.