Last updated: August 27, 2026
Choose the right support path
Existing customers: reply through the verified support conversation or contact channel used for your order. This helps support locate the correct account and avoids impersonation links.
Refund review
Read eligibility information before requesting an order review through your verified support conversation.
Read Refund Policy →Terms and privacy
Review the rules and data practices that apply to the website and service.
Read Terms →What to include in a support message
- Your order reference or the contact identifier used for the order.
- The device model and operating system.
- The IPTV player name and version.
- The exact error message or a screenshot with sensitive details hidden.
- Whether live TV, VOD, EPG, or the entire login is affected.
- The troubleshooting steps already completed.
Protect your information: never send a full payment-card number, crypto recovery phrase, unrelated account password, or identification document unless a verified and lawful process specifically requires it.
Business and policy enquiries
Reseller applications
Review responsibilities and prepare your business details before applying.
Reseller Program →Affiliate applications
Describe your audience, channels, and intended promotion method.
Affiliate Program →Privacy requests
State the right or information you are asking about and provide enough detail to locate the relevant record.
Privacy Policy →Response and verification
Response times vary with request volume, complexity, time zone, and whether technical investigation is needed. Sending the same request repeatedly across several channels can slow verification.
For account-specific actions, support may ask for reasonable information to confirm that the requester is connected with the order. Kemo SAT will not ask for a card PIN or crypto recovery phrase.
Contact questions
What information helps resolve a playback problem?
Include the device, player name and version, exact error, affected content type, connection type, and troubleshooting already completed. Hide credentials and payment information in screenshots.
Where should I ask for a refund?
Read the Refund Policy first, then contact support with the order reference, purchase date, plan, issue, and troubleshooting outcome.
How do I apply for the reseller or affiliate program?
Open the matching program page, review the responsibilities, and send the requested business or audience information through the contact route.
Will support ask for my payment password or recovery phrase?
No legitimate support process should require your card PIN, online-banking password, unrelated account password, or crypto-wallet recovery phrase.
Need help from Kemo SAT?
Use the official contact routes for order, setup, account, privacy, refund, reseller, or affiliate questions.