What are you seeing?
Choose the symptom that matches your guide. Each answer gives the most likely cause and the first thing to try.
Choose a symptom above to see the most likely cause and what to try first.
Guide not loaded, or no guide source
Wait for the first download, then check how you logged in
On a large lineup the first guide download can take a few minutes, so give it time before changing anything. If it is still empty, update or reload the guide in the app. If you added your account as an M3U link, that is the likely cause: a plain M3U link does not bring a guide with it in most apps. Switch to an Xtream Codes login, which loads the guide with the channels. The M3U vs Xtream Codes chooser shows which your app needs.
Channel IDs do not match
The guide has no entry the app can match to those channels
Players match each channel to the guide using a channel ID, and fall back to comparing channel names, which is less reliable. If the IDs do not line up for some channels, those channels show nothing while the rest work. Update the guide once to rule out a stale copy. If the same channels stay blank, note their names and contact support, because the fix is on the guide or channel-list side. Some apps also let you map a channel to a guide entry by hand, and one source reports that TiviMate limits this to Premium.
Time zone or offset
Fix the device clock first, then the app’s offset
Guide data carries its own time zone, and your app converts it to your local time using the device’s clock or its own offset setting. If either is wrong, every show shifts by the same amount. Set the device’s date and time to automatic, put the app’s guide offset back to 0, and check again. If times are still off, change the offset in whole hours until they match what is really on.
Refresh, then check the channel
It means the app has no guide entry for that channel right now
If it appears on every channel, treat it like an empty guide: wait for the download, then update the guide and check your login type. If it appears on only some, it is a channel matching problem. If it appears only late at night or for a far-off day, the guide data may simply not extend that far.
Stale or damaged guide data
Refresh the guide, and clear it if a refresh does not help
Run a guide update first. If the app has an option to clear the guide data, use it and then update again, because the saved copy may be damaged. Then check that your trial or order has not expired, since an expired account can look like a broken guide, and update the app itself if a newer version is available.
Too much guide data for the device
Keep fewer days of guide data and update less often
A large lineup means a large guide, and low-memory devices struggle with it. In apps that offer it, reduce the number of days of guide data kept and update the guide only when the app starts. The TiviMate guide covers these options.
Use Xtream Codes instead
A plain M3U playlist lists channels only
An M3U playlist is a list of channels. The guide is a separate file that the app must be told about. The simplest fix is to add the account again as an Xtream Codes login, which brings the guide with it. If your app only accepts M3U, ask support whether there is a guide address to add.
Check that device
Each app keeps its own copy of the guide
A fix on one device does not carry over. On the device with the problem, check the date, time, and time zone, the login type, and whether the guide has finished updating. Then compare it with the working device to see which setting differs.
Wrong channel match
The channel is matched to the wrong guide entry
This happens when a channel is linked to a guide entry for a similar channel, such as a different region or the standard-definition version. Update the guide once, then send support the channel name and what the guide shows.
Contact support
Send us these details and we will look
Tell support the app and version, your device model, whether you logged in with Xtream Codes or an M3U link, one channel that is wrong, what the guide shows for it, and the time it shows against the real time. That is usually enough to tell whether the problem is on your device or on the guide side.