Help center

1. Open the app and choose to create an account.
2. Enter your email address and a password.
3. Open the verification message you receive, then go back to the app.

Verification is mandatory: until it is done, access stays blocked. The message comes from our prismstreamstudio.com domain; check your junk folder.

1. On the sign-in screen, choose “Continue with Google”.
2. Select the account to use.

Always use the same account: your subscription, favourites and history are attached to it.

1. On the sign-in screen, choose “Continue with Google”.
2. Sign-in opens in your default browser.
3. Confirm, then let the tab return to the app on its own.

If the app does not react after you confirm, close the tab and start the sign-in again. Always use the same account as on your other devices.

1. Open My playlists from your profile.
2. Tap Add, then choose M3U or Xtream Codes.
3. Give the source a name: this field is required.
4. Paste the address. For Xtream, add your username and your password.
5. Save: the catalogue is loaded, then cached.

Prism Stream Pro provides no playlist; your provider gives you these details. A free account keeps a single source, Premium allows as many as you want. Only online addresses are accepted, not a file stored on the device.

1. An M3U file is a plain list of links: no account, no expiry date, no built-in TV guide.
2. Xtream Codes additionally provides subscription validity, the TV guide, catch up, and Live, movies and series sorting.
3. If your provider offers both, prefer Xtream Codes.

Both formats can coexist, but only Premium allows several sources: a free account keeps a single one.

1. Open My playlists.
2. Flip the switch on the playlist concerned.
3. A playlist that is off is kept, but no longer feeds the catalogue.

Handy for setting an expired subscription aside without losing its credentials.

1. Open My playlists.
2. Use the pencil icon to rename, the bin to delete.
3. To delete several at once, press and hold one playlist, then select the others.

Renaming does not reload the content: channels and titles stay as they are. Deleting is irreversible and also removes the playlist from the cloud.

1. Open My playlists.
2. The Subscription validity block shows the expiry date and the days remaining.
3. The refresh button queries the server again.

This block only appears if at least one Xtream source returns a date. The information comes from your provider; a banner warns you as the deadline approaches, then once the subscription has expired.

1. Open Profile, then Language.
2. Choose System to follow your device, or a specific language.

Seven languages are available. Arabic is displayed right to left, menus included.

1. Open the Prism Stream Pro listing in the Microsoft Store.
2. Start the installation, then open the app from the Start menu.
3. Sign in with the account you use on your other devices.

Updates are then handled automatically by the Store.

1. Open the TV guide from the Live screen.
2. On a phone, two views follow one another: On now and Tonight. Tap a channel to unfold its full day.
3. On a tablet and on Windows, the horizontal grid shows several channels side by side.
4. Pick a day to go back up to ten days.

Browsing by date never goes past today: upcoming programmes are those of the current day. The guide depends on the EPG link supplied by your playlist, and stays cached so it appears instantly.

1. Open the TV guide, then choose a past day: the Catch up label marks the days available.
2. Select a finished programme to play it from the start.

Catch up requires an Xtream Codes source whose provider enables archiving, and stays limited to the number of days they allow: days outside that window appear greyed out. An M3U playlist cannot catch up.

1. Open the TV guide, then the channel concerned.
2. Choose a programme that has not started yet.
3. The reminder is set: a notification warns you before it starts.
4. Tap the programme again to remove the reminder.

Premium subscribers only: on a free account, the bell carries a padlock and leads to the subscription page. Reminders only cover the current day, as the guide does not go beyond today. Allow notifications when the system asks.

1. During playback, open the player settings.
2. Select Audio track, then Subtitles.
3. How subtitles look is set in the same place.

Only the tracks actually present in the stream are offered.

1. While a channel is playing, tap the headphone icon in the player bar.
2. The screen goes black and only the sound carries on.
3. To leave, hold the locked Exit button, then enter your code.

The mode is protected by a code so it does not stop by accident with the phone in your pocket. If no code exists, the app asks you to create one.

1. During playback, open the player settings.
2. Choose a duration: playback stops on its own when it runs out.

The timer is cancelled if you leave the player.

1. During playback, tap the picture-in-picture icon.
2. The video shrinks into a floating window and you hand control back to the system.
3. Touch the window to return to full screen.

The system can refuse the mode if the matching permission is turned off in the app settings.

1. During playback, click the picture-in-picture icon.
2. The window shrinks and stays above other applications.
3. Click the window to return to full screen.

The small window can be moved and resized like any other window.

1. Open Multiview from the Live screen.
2. Choose a channel for each view.

Every simultaneous stream must come from a playlist tied to a different account: one subscription usually allows a single connection at a time. Two to four streams, depending on the screen.

1. Turn Cast on from Profile, Cast / DLNA screen.
2. Check that the TV and the phone are on the same Wi-Fi network.
3. During playback, tap Cast to TV and choose the device.

Playback is still controlled from the app. Not every stream can be cast.

1. Open the Movies or Series tab: the Continue watching row gathers what you have started, with a progress bar under each thumbnail.
2. Start playback and it picks up where you stopped.

The row disappears when there is nothing to resume. Resuming is automatic on the device you use; from one device to another, it requires Cloud sync.

1. Posters, ratings and synopses come from an external database, matched automatically against the title in your playlist.
2. If the file name is unusual, the match fails and the entry stays empty.
3. Use Fix to attach it to the right title.

How well the match works depends entirely on the naming your provider uses.

1. Open the entry concerned.
2. Tap Fix, at the top right of the poster.
3. Search for the exact title, then confirm: poster, title and synopsis are updated.

The correction is kept for your account. The button does not appear on a Kids profile, as a free search could bring up unsuitable posters.

1. Open the movie or episode entry.
2. Tap Download, then choose the quality if several are offered.
3. On a series, Download season takes every missing episode at once.
4. Tapping during the transfer pauses it; follow progress from My downloads.

Tapping a title that is already downloaded offers to remove it. Downloading also depends on your playlist: some streams cannot be saved.

1. Files are placed in the Downloads folder, in a Prism Stream Pro subfolder.
2. Movies and series are filed in separate subfolders.

Deleting a file from File Explorer also removes it from My downloads.

1. Open My profiles from your account.
2. Tap Add a profile, give it a name and an avatar.
3. State whether it is a Kids profile: its catalogue will be restricted.
4. When the app opens, select the profile to use.

A free account has a single profile; Premium allows up to three. Each profile keeps its own history and favourites.

1. The catalogue is restricted: adult content does not appear.
2. Leaving the profile requires the parental code.
3. History and favourites stay specific to that profile.

Filtering relies on the categories supplied by your playlist. A badly categorised source can let content through.

1. Your subscription is billed by Google Play and tied to your Google account.
2. To cancel, open the Play Store, then the subscriptions section.
3. After reinstalling, use Restore purchases.

Uninstalling the app and deleting your account do not cancel the subscription.

1. Your subscription is taken out on our site and billed by our payment provider, Stripe.
2. To cancel or change your plan, write to us at contact@prismstreamstudio.com.
3. Your access stays valid until the end of the period already paid for.

No payment goes through the Microsoft Store: the app is distributed there, but billing happens on our site.

1. Sign in with the account you used for the purchase.
2. Open the subscription screen, then Restore purchases.

A purchase is tied to the account that made it: it is neither transferable nor restorable on another account.

1. Close and reopen the app: the status updates within a few seconds.
2. Check that you are signed in with the Google account used for the purchase.
3. Use Restore purchases from the subscription screen.
4. If nothing changes after a few minutes, write to us with the date and the amount.

It is almost always an account question: a purchase stays attached to the account used at the time of payment.

1. Close and reopen the app: the status updates within a few seconds.
2. Check that you are signed in with the account used for the payment on our site.
3. If nothing changes after a few minutes, write to us with the date and the amount.

A payment made on our site only activates access on the account entered when the order was placed.

1. The request goes to Google, from your Play Store purchase history.
2. Google applies its own refund policy and decides the outcome alone.

We have no control over Google Play refunds. Write to us if a request is wrongly refused and we can support your case.

1. Write to us at contact@prismstreamstudio.com, stating the date and the amount.
2. The refund is made to the original payment method.

A purchase on our site opens a fourteen-day right of withdrawal, which lapses as soon as Premium access is activated.

1. Open Cloud sync from your profile.
2. Turn the switch on.
3. Tap Sync now to force an immediate exchange.

Favourites, history and progress then follow your account. Without it, data stays local to the device.

1. Check that you are signed in with the same account as before.
2. Turn Cloud sync on, then force an exchange.

Without Cloud sync, favourites and history stay stored on the device and disappear with the app.

1. Open Profile, then Security, App lock group.
2. Turn on Lock with a code and set it.
3. Turn on Biometric unlock as well if you want to.

The code is hashed and cannot be recovered. After several wrong attempts, a delay kicks in.

1. Open Profile, then Security, Parental control group.
2. Turn it on and set a code.
3. Confirm: it will be asked for every time it is turned on or off.

The code cannot be removed while a Kids profile exists. Keep it safe: it is hashed and cannot be recovered.

1. Open Profile, then Security, then Two-factor authentication.
2. Scan the QR code with your authenticator app.
3. Enter the six-digit code to confirm.
4. Write down the recovery codes you are given.

A device already recognised will not ask for the code at every sign-in.

1. Each code works only once.
2. On the two-factor screen, enter a recovery code instead of the usual one.
3. Generate a new list from the Security screen once your codes run out.

Without these codes and without your authenticator app, access to the account cannot be restored. Keep them somewhere other than your phone.

1. Open Profile, then Security, Devices and activity group.
2. The list shows the first and the last sign-in for each one.
3. Remove any device you do not recognise.

A free account registers one device, Premium up to three. Removing a device forces it through two-factor authentication again.

1. Open Profile, then Security, then Change password.
2. You can also use Forgotten password on the sign-in screen.

Changing your password does not sign other devices out: remove them from Devices and activity if you need to.

1. Check your junk folder: the message comes from prismstreamstudio.com.
2. Check the address you entered — a single typo is enough to block the send.
3. Ask for it to be sent again from the sign-in screen.

Some email providers hold back first messages by several minutes.

1. Open Profile, then Security, then Delete account.
2. Or send the request by email from your account address.
3. Deletion is processed within thirty days and confirmed by email.

Deleting your account does not cancel an active subscription. Cancel that first.

1. Try another channel: if it works, the problem is with the stream, not the app.
2. Check your connection, especially on Wi-Fi far from the router.
3. Lower the quality if your playlist offers several.

A cut can also come from another device using the same subscription at the same moment.

1. Check your subscription validity in My playlists.
2. Refresh the playlist, then restart the app.
3. If a single playlist is the problem, turn it off to isolate the fault.

An unreachable server often returns a network error even though the subscription is valid. Try again later before writing to us.

1. Check that the playlist is actually on: its switch must be lit.
2. Check that the link or the credentials contain no stray spaces.
3. Open the M3U link in a browser: if it returns nothing, the source is at fault.

A playlist that is off is kept, but feeds neither Live, nor movies, nor series.

1. Check that notifications are allowed for the app in your system settings.
2. Turn off battery optimisation for the app if your phone applies one.
3. Set the reminder again once these settings are corrected.

Some manufacturers suspend background apps aggressively, which stops reminders from firing.

1. Note what you were doing when it closed.
2. Update the app: stability fixes are frequent.
3. If the problem persists, write to us stating your device and the version.

The version is shown at the bottom of the Profile screen.

1. Check that you have at least two playlists tied to different accounts.
2. One subscription usually allows a single simultaneous connection.
3. The number of views depends on your screen: two to four.

Adding the same subscription twice does not let you open two streams.

1. Prism Stream Pro is a player and nothing else.
2. The app does not provide, host, distribute or sell any content, channel or playlist.
3. It plays only the streams you supply yourself.

You are responsible for the rights, licences or subscriptions required in your jurisdiction.

1. Account data: email address, username, first name, surname, age, phone and an optional picture.
2. Technical data: device information, connection logs and preferences.
3. Your playlists and Xtream credentials serve only to play your streams; when synced, they are encrypted.

The detail is set out in the privacy policy. Your data is never sold on.