Support
Start with these checks for playback, loading and sign-in problems.
Getting started
1
Install Hala Player on your television and open it.
2
Add your playlist — an M3U address, or the Xtream server, username and password from your provider.
3
Let the catalogue load. The first download depends on your connection and provider; later visits use the saved catalogue.
When something is wrong
A channel or film will not play
Try another channel to check whether the problem affects one stream or the whole service. For Xtream sources, open Settings → Stream Format and try another stream format. If it still fails, check your connection and ask your provider whether the stream and subscription are working.
The catalogue takes a long time to load
The first load downloads your provider’s catalogue, which can be tens of megabytes. Progress is shown while it loads. Later visits use the television’s saved catalogue; loading time depends on the device and catalogue size.
It says the download was incomplete
The provider closed the connection part way through. Select the section again to retry. If it fails repeatedly, the provider is limiting how long it will spend sending — ask them, and tell them the catalogue is being cut off mid-transfer.
It will not accept my subscription details
Use the server address supplied for Xtream Codes, usually the host and port, with your username and password. Confirm the details in your provider’s panel. A failed login can mean mistyped details, an expired subscription or a provider outage; contact the provider if the same details fail there.
It says the licence reply could not be trusted
Your television reached something that answered instead of us — usually a DNS filter, a VPN or a router-level ad blocker. Turn those off for the television and reopen the app.
Still stuck?
Write to us with your device ID and what you saw on the screen. Include the television's make and model if you can — it usually explains the rest.
Email support