Frequently asked questions
If your question is not here, ask it on the contact page — we would rather answer before you buy than refund afterwards.
Getting started
How quickly does my subscription activate?
Automatically, as soon as the payment clears - usually under two minutes. The activation panel is triggered by the payment itself, so there is no queue and no member of staff who has to be awake.
What exactly do I receive?
A server address, a username, a password, a ready-made M3U playlist link and an EPG link for the programme guide. They arrive by email and appear on the order tracking page at the same time.
Do I need a special Trex app?
No, and be wary of anyone who insists you install their own. Your line is a standard Xtream Codes account, which every established player app already supports. Use IPTV Smarters, TiviMate, VLC or whatever you prefer.
Can I use it in a different country from the one I signed up in?
Yes. The subscription is not locked to a location. The region you pick at checkout decides which channel groups are loaded, not where you are allowed to watch from.
Billing
Will I be charged again automatically?
No. Every order is a single payment for a fixed period. Nothing recurs, no card is stored on our side, and when the period ends the line simply stops until you choose to renew.
Why does my bank show a charge in EGP?
Prices are set in US dollars but our payment provider settles in Egyptian pounds. Your bank converts at its own rate, so the figure on your statement may look unfamiliar while the amount is the same.
Which payment methods do you take?
Visa and Mastercard through our provider's secure 3-D Secure page, plus the wallet options your bank supports there. Card details never pass through this website.
Can I pay for more than one device?
Yes - choose the number at checkout. Each device is a separate line so people can watch different things at the same time, and the price scales with the count.
Using the service
A channel is buffering. What should I try first?
Switch to one of the mirror hosts listed on your order tracking page, keeping the same username and password. Most buffering is one congested route rather than a problem with your account. If it persists on every host, tell us which channel and we will look at the source.
Can two people watch at once on one subscription?
Only if you bought two devices. A single line permits one stream at a time; a second simultaneous connection will disconnect the first.
Do you keep recordings or a catch-up service?
On-demand films and series are included on every plan. Catch-up availability varies by channel and by region, so ask us about a specific channel before buying if that is the reason you are subscribing.
What if I change my MAG box?
Send us the new MAC address with your order number and we will re-bind your existing line to it. There is no charge and your remaining time carries over.
Renewals & support
How do I renew?
Order again with the same email address and select renewal at checkout. We extend the line you already have, so your device keeps working with no reconfiguration.
What if I forget my credentials?
Use the order tracking page with your order number and the email address you signed up with. Both must match, which is what stops anyone else pulling up your details.
What languages does support speak?
English and Arabic. When you write in, include your order number - it lets us see your line, its region and its expiry date immediately instead of asking you questions you should not have to answer.
Do you offer reseller accounts?
Yes. If you want to sell subscriptions yourself rather than buy one, the reseller page explains how credits and panel access work.