Help center.
Technical support for the Zila Media Player app — install, pairing, playback. Not for third-party content sources.
Getting started
The app is empty — where are the channels?
By design. Zilla is a media player; you add your own legal M3U, Xtream or local-file sources. Nothing is preinstalled.
Do you provide M3U lists or recommend providers?
No. We do not provide, recommend or support M3U lists or content providers.
How does the 3-day trial work?
Full features for 3 days from first launch on each device. After that, activate a license to keep playing.
What's a Device Key?
A unique 6-character identifier (like LLQ-9TN) shown on your TV's Profile screen. You use it together with the TV's MAC address to pair the TV with the web at /connect.
Pairing & cloud sync
Where do I find the MAC + Device Key?
On the TV: Settings → Profile. Both values are shown right at the top of the right column.
I typed both correctly but /connect says Wrong MAC or Device Key.
The TV needs to register with the cloud first. Open the app on your TV once with internet — it auto-registers in the background. Then retry /connect.
I got rate-limited.
After 5 failed attempts in 10 minutes, the cloud blocks new tries from your IP for 10 minutes. Wait then retry with the correct values.
Can I unbind a TV?
Yes. From the dashboard, click Switch TV to log out of that device. The TV stays registered; only your browser session ends.
Playback & sources
My provider's list/server doesn't work.
We don't manage third-party servers. Contact your provider. We help only with technical issues of the app itself.
Streams play in browser preview but not on TV.
Browser preview uses the cloud /api/proxy to dodge CORS; native TV builds fetch streams directly. If a stream is unplayable on native, it's usually a codec mismatch — try a different container or audio track from the player menu.
Some streams play with no sound.
Open the audio track menu in the player and switch tracks. AC3 / E-AC3 audio is decoded on most LG webOS TVs but not in Android WebView previews.
EPG is missing.
Your source needs to expose XMLTV or Xtream EPG. If yours doesn't, channels show without a guide — that's a source limitation, not an app bug.
Licenses & billing
Where's my license key after purchase?
Stripe emails it within seconds of payment. Check Spam if it doesn't arrive — sender is no-reply@stripe.com.
How do I move my license to another device?
From the dashboard, deactivate the old device first, then activate the same key on the new one. Activation count syncs in real time.
I want a refund.
Because you've already had a 3-day trial and explicitly waived the EU withdrawal right at checkout (Art. 16(m), Directive 2011/83/EU), refunds aren't available outside cases of fraud or duplicate charges. See /legal/refund.
Still stuck?
Email us with your TV model, app version (Settings → Profile), and a screenshot of what you're seeing. We'll help.