Support — Jelly Player

The fastest way: in-app tickets

Open Chat → New ticket inside Jelly Player. Describe the problem once, attach a screenshot if you have one, and a human replies — usually within 24 hours. You'll get a push notification and, if you've added an email, a copy in your inbox. Every ticket has an ID like #TK-0192 so nothing gets lost.

Why tickets and not live chat? Because a complete answer beats a fast "have you tried turning it off". Tickets let us check your report properly and reply with a real fix.

Quick fixes for common issues

My playlist won't load

Tap the playlist tile marked "Couldn't load · Tap to retry". If it still fails, the link itself is usually down or expired — paste it into a browser to check, and ask your provider for a fresh one. Jelly shows errors on the tile because there's no preview step.

A channel keeps buffering or freezing

Every channel lists its sources right under the player — tap another one. Healthy sources show a green dot. With Auto-switch on, Jelly jumps to the next healthy source after 3 seconds by itself. If all sources are down, the channel's provider is having a bad day, not your phone.

My sync code doesn't work

Codes look like JLY-XXXX and expire 10 minutes after being generated. Generate a fresh one on the other device (Settings → Connected devices → Share code) and type the last 4 characters. Both devices need to be online.

I paid but Premium isn't active

Open the paywall and tap Restore purchases — this re-checks your receipt with the App Store / Google Play. Make sure you're signed into the same store account you bought with. Still stuck? Send a ticket with your order ID from the store receipt email.

How do I cancel my subscription?

Subscriptions are managed entirely by the store: iOS — Settings → your name → Subscriptions; Android — Play Store → profile → Payments & subscriptions. Cancelling keeps Premium until the period you paid for ends.

Can you add channels / fix a channel's content?

No — Jelly doesn't provide any channels. Everything you watch comes from the playlist you added, so content questions belong with your playlist provider. We can only help with how the player behaves — the Terms explain why.

Before you write in

Include your app version (Settings → About) and device model.
For stream issues, tell us the channel name and which sources you tried.
Screenshots of error states help a lot — you can attach up to 3 per ticket.

No app installed yet, or can't open it? Email us at support@jellyplayer.app and we'll treat it like a ticket. What we keep from a ticket, and for how long, is in the Privacy Policy.