Before sending
- Confirm if one customer, one ISP, one region, or all customers are affected.
- Test one alternate app or device if possible.
- Note the exact channel name, event, and time issue started.
- Capture speed test result and app error screen.
Issue Guides
IPTV Reseller Troubleshooting Guides for MartCarto Support
Use these MartCarto issue checklists before escalation for stream buffering, reseller panel login errors, missing credits, M3U or Xtream Codes login issues, EPG problems, device setup, and regional channel requests.
Escalation Order
- Check the status page for known maintenance.
- Run the matching checklist below.
- Send screenshots, region, device, customer count, and timing.
- Use WhatsApp for active outages and email for trackable records.
Internal Links
Find the Right MartCarto IPTV Support Guide
Each guide below is written for a specific IPTV reseller support intent. Start with the section closest to your problem, collect the requested evidence, then send the prepared report through the MartCarto report form.
Streams
IPTV Stream Buffering, Freezing, or Outage Support
Use this when an IPTV channel freezes, routing fails, customers report black screen, or a live event creates peak pressure on a regional stream package.
Send with report
- Region and ISP.
- Device and app version.
- Line count affected.
- Screenshot or short screen recording.
Dashboard
IPTV Reseller Panel Login, Line Creation, or Bouquet Setup
Use this when the MartCarto reseller dashboard fails, panel login is blocked, line creation breaks, expiry dates are wrong, or bouquet assignments do not apply.
Access
Include login URL, account email, error text, browser, and whether two-factor or password reset was attempted.
Lines
Include line username, expiry date, bouquet, connection limit, and whether the line was new or renewed.
DNS or route
Include region, server URL, current DNS setting, and whether a route switch was already tested.
Orders
IPTV Credits, Payment, Refund, or Order Delivery Support
Use this for missing IPTV reseller credits, order confirmation, refund or credit adjustment, and reseller package mismatch claims.
| Case | Required evidence | Target path |
|---|---|---|
| Credits not added | Order ID, payment proof, panel email, expected package, purchase time. | Email support@martcarto.shop |
| Refund or credit adjustment | Issue timeline, screenshots, outage proof, transaction ID, affected service. | Email with subject "Refund review" |
| Wrong package | Package promised, package received, screenshots from offer and panel. | WhatsApp for quick correction, email for record |
| Pricing question | Country, target credit volume, old or new customer status. | General support |
Device Setup
M3U, Xtream Codes, EPG, IPTV App, or Device Setup Support
Use this when an IPTV subscription works in one app but not another, EPG fails, playlist loads slowly, or an app rejects M3U or Xtream Codes credentials.
M3U
- Check if the link opens only on the intended customer device.
- Send app name, app version, and loading error.
- Do not paste full private playlist URLs in public screenshots.
Xtream Codes
- Send server URL, masked username, app name, and error.
- Confirm line is not expired and connection limit is not exceeded.
- Try one known supported app before escalation.
EPG
- Send affected country package and app.
- Note whether guide is empty, wrong timezone, or wrong channel map.
- Include screenshot from channel list and guide screen.
Regions
IPTV Channel, Bouquet, and Regional Package Requests
Use this for UK, Europe, France, Germany, Netherlands, Arabic, Turkish, Polish, Asian, or custom IPTV package requests, missing channel reports, language requests, or quality changes.
Region package request
Send the target country, customer language, must-have categories, device type, and whether adult content should be excluded.
Missing channel report
Send channel name, country, bouquet, screenshot, and whether the channel is absent, offline, low quality, or wrong audio.
FAQ
IPTV Troubleshooting FAQ
Answers for common MartCarto reseller support searches.
Why does an IPTV stream buffer for one customer but not others?
It can be caused by ISP throttling, device performance, app settings, local connection quality, or a regional route. Send the customer region, ISP, device, app, and affected channel to support.
What should I check before reporting a reseller panel login issue?
Confirm the panel URL, account email, password reset status, browser, network, and exact error message. Include a screenshot with private details masked.
What evidence is needed for missing IPTV credits?
Send the order ID, payment proof, panel account email, expected credit package, purchase time, and screenshot of the current panel credit balance.