Support
Something not working?
Email support@theiaplayer.com. Usually within 2 or 3 days.
Build a report in Theia
Open Settings > Report a problem. Theia builds the report and shows it to you first, with logins, addresses and channel names stripped out. Save it or copy it, then email it to support@theiaplayer.com. Sending it straight from the app is coming.
Or just write
Write to support@theiaplayer.com. Say which version of Theia you have (it’s in Settings, under About) and what you were doing when it went wrong.
Please never email playlist links, server addresses or passwords. I don’t need them, and I’d rather not have them in my inbox.
Before you write
A lot of playback problems come from the provider side. These are worth checking first:
- A stream spins and then fails. Your account may be at its connection limit. Close Theia on other devices, or check whether a TV box is still playing.
- Everything fails at once. The provider may be down. Try the same playlist in another app: if it fails there too, the fault isn’t in Theia.
- It works on another connection but not yours. Some internet providers block IPTV traffic. That’s a network problem rather than a Theia one, and your provider’s support can usually confirm it.
- Streams only play with a VPN. VPN setup has the steps for each service. How you use it has to follow the laws where you live and your provider’s terms.
- The guide is empty for some channels. Your guide link may not cover them. Theia’s match report in Settings shows which channels have guide data.
Requests and ideas
Ideas are welcome by email. I read all of them, and the most-asked-for things go to the top of the list.
Common questions
Does Theia come with channels?
No. Theia is a player, and it includes no channels, streams or playlists. You add a playlist link (M3U) or an Xtream Codes login from a service you already use. Buying Premium unlocks app features only.
What do I need to use it?
A PC running Windows 10 or 11, plus an M3U playlist link or Xtream Codes login. If your service gives you a guide link (XMLTV), add that too. Theia will match it to your channels.
Can you recommend a provider?
No. I don’t recommend, sell or partner with any provider, and I won’t answer that question in support. Theia works with whatever sources you already have the right to watch.
How does search find the game?
It reads the guide from your own sources, and if you leave it switched on, a public sports schedule. Team names and nicknames match, small typos are fine, and country prefixes like “US|” are ignored. Results only ever include channels in your own playlists.
Why does multiview need more connections?
Every tile is a separate stream, and providers count each stream as one connection. If your account allows two connections and a TV in another room is using one, you can fill one tile. Theia shows the number before you start, and the free preview (10 minutes a day) lets you check before buying Premium.
Is Premium a subscription?
No. Premium is one payment that covers three PCs at a time, with updates included. Remove from this PC in Settings > Premium clears the key from a machine so you can use it on another. It isn’t on sale during the beta.
How do I buy Premium, and do I need an account?
You buy Premium on theiaplayer.com once it’s on sale. You get a license key by email, and a license page you sign in to with a link sent to your email. Premium works on 3 PCs at a time. To move it to a different PC, choose Remove from this PC in Settings > Premium on the one you’re leaving. You never need an account to use the free version.
What happens to my provider password?
It’s encrypted with Windows’ built-in data protection and stored on your PC. It is never sent to me, never written to log files, and removed from anything you attach to a problem report.
Will there be a Mac, iPhone or TV version?
That’s the plan, and the waitlist decides the order. Pick the platforms you want when you sign up. Mac, Android TV, iPhone and iPad, and Apple TV are all on the list.
What's the difference between live rewind and catch-up?
Live rewind lets you pause a live channel and go back over what Theia is holding in memory. That buffer is a fixed amount of memory rather than a fixed number of minutes, so a high-bitrate channel gives you less of it. Catch-up plays shows that aired earlier, often days ago, and only works on channels where your provider offers it. Theia marks those channels with a small ring.
Can Theia use my VPN?
Yes. Use a WireGuard config or proxy from your VPN service for Theia only, add Theia to your VPN app’s split tunneling, or run the VPN for the whole PC. Steps for each service are in VPN setup. How you use it has to follow the laws where you live and your provider’s terms.
Who makes Theia?
One person. My name is Jeff, and Theia is a side project I build in the evenings. Problem reports and emails come straight to me.