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MY STREAMS PLAYER Support

Help with installation, provider setup, the seven-day trial, lifetime licence activation and playback troubleshooting.

Important: MY STREAMS PLAYER is a media player only. It does not include television channels, films, series, streams, subscriptions or provider accounts. You must use details from a provider or source that you are legally entitled to access.

Quick support

Email support@mystreamsplayer.com.

Include your Device ID, app version, device model, a description of the problem and a screenshot where possible.

Licence price

£9.99 one-time lifetime activation for one compatible Android or Fire TV device.

An eligible device receives a seven-day trial before purchase.

Payment security

Payments are completed securely through Stripe. We do not receive or store your full card details.

Getting started

  1. Download and install MY STREAMS PLAYER on your Android or Fire TV device.
  2. Open the app and note the licence status and Device ID.
  3. Select ADD PROVIDER or enter your provider portal URL, username and password.
  4. Select LOGIN / LOAD ALL PLAYLISTS.
  5. Use the seven-day trial to confirm the app and your provider work correctly.
  6. Buy the lifetime licence in the app when ready.

Installing on Firestick

  1. Allow installation from unknown apps for the downloader or browser you use.
  2. Download the correct APK from the download page.
  3. Open the downloaded APK and select Install.
  4. After installation, open MY STREAMS PLAYER from Your Apps & Channels.

When updating, install the newer APK over the existing app. Do not uninstall first unless support specifically asks you to, because uninstalling removes local provider settings and favourites.

Installing on Android phone or tablet

  1. Download the APK using the device browser.
  2. Allow the browser to install unknown apps when Android prompts you.
  3. Open the APK, select Install, then launch the app.

Adding a provider

You normally need three details from your own provider:

Enter them exactly as supplied. MY STREAMS PLAYER cannot create, replace or recover third-party provider credentials.

Seven-day trial

The trial is controlled by the MY STREAMS PLAYER licence server. It is linked to the recognised device. Clearing app data, reinstalling the app or generating a different visible Device ID does not create a second trial on the same recognised device.

Buying the lifetime licence

Firestick / Android TV

  1. Select BUY LIFETIME LICENCE — £9.99.
  2. A secure QR code appears in the app.
  3. Scan the QR code with your phone camera.
  4. Complete Stripe Checkout on your phone.
  5. The TV app checks the licence automatically and displays LICENCE ACTIVATED.

You can also select OPEN IN SILK if you prefer to complete payment using the Firestick browser.

Android phone or tablet

Select BUY LIFETIME LICENCE — £9.99. Stripe Checkout opens on the device. Return to the app after payment and select REFRESH LICENCE if activation is not shown immediately.

Refreshing a licence

Open PROVIDERS & LICENCE and select REFRESH LICENCE. Make sure the device is connected to the internet. A successful paid licence displays LICENCE ACTIVATED.

Refunds and repurchasing

See the Refund Policy. A completed refund deactivates paid access and does not restart the original trial. The same device can purchase a new licence again unless it is suspended for a payment dispute, fraud or abuse review.

Changing or replacing a device

A licence is sold for one device. For a genuine replacement or device failure, contact support with the old Device ID, the new Device ID and the payment email address. Transfers are reviewed manually and may require verification.

Common troubleshooting

The provider will not load

Check the portal URL, username and password for typing errors. Confirm the provider service is online and that the account has not expired. Try UPDATE ALL PLAYLISTS in Settings.

A channel, movie or episode will not play

Try another item to determine whether the issue affects one stream or the whole provider. Check internet speed, restart the app and try the alternative player engine in Settings where available.

Playback continues after leaving the app

Update to the latest version. Current versions stop ExoPlayer and LibVLC when the app is sent to the background. Restart the Firestick if an older process remains active.

The licence is not updating after payment

Wait a few seconds, return to PROVIDERS & LICENCE and select REFRESH LICENCE. Confirm the Device ID matches the device used to start Checkout.

I cleared app data and the Device ID changed

This is expected. The licence server uses a protected hashed device fingerprint to recognise the same device and restore its existing licence state.

Firestick says “App not installed”

Make sure there is enough free storage, remove an incomplete older download, restart the Firestick and for a compatible Fire OS Firestick, use the 32-bit APK and download it again. An update must use the same app signing certificate as the installed version. See our 32-bit vs 64-bit Firestick guide if you are unsure.

Contact support

Email: support@mystreamsplayer.com

Please include:

Email support