THINGS TO TRY BEFORE SUBMITTING A HELP TICKET

1. MAKE SURE BILL IS PAID
Logout and hit Refresh DNS then Log back in (If you do not have a Refresh DNS button, delete the app and reinstall using Installation Instructions)
Click the 3 Dots in the top right hand corner of screen and click Refresh
Restart Fire Stick (In the main settings go to My Fire TV and select Restart)
Unplug from the WALL or Power Source for 30 seconds then try again.
Disconnect and reconnect to the modem or network. Or reset modem.

How do I access my back office?
- The website address is Click >Here!!<
  - Click the "Login" button at the top of screen
  - Enter email and password you created upon signup to log in
What if I don't remember my password?
- Go to website and click on Forgot Password?
- You will receive an email with instructions on how to reset.
What if I have an issue with my payment?
- Be sure to read the article on Payments
- IT IS VERY IMPORTANT to understand how payments work. Especially autopayments. (AUTO PAYMENTS ARE NOT AVAILABLE UNTIL FURTHER NOTICE)
  - Any overpayment will just be added to the following month.
  - PLEASE PLEASE PLEASE if you have an issue use the Contact Us or submit a Ticket and we will take care of it.
  - DO NOT CALL PAY PAL Calling or contacting Pay Pal will do nothing but put a payment on hold and make it harder for us to take care of the issue.
How do I find my username and password?
- Once logged into your account..
  - Click Services
  - Then My Services
  - Then Click on your product
  - Then Click JJMedia Service Details and you'll see your App username and password
What if I am having issues with my service
- Please read the article called TV Tips and Troubleshoots
- This article will show you how to handle most issues you come across
- DO NOT submit a ticket until you have tried everything mentioned in the article
  - We ask for 24 hours to respond to tickets so rather than wait just check the article

Base de Conhecimento