Customer Support Center

How can we help you today?

Find step-by-step guides, answers to common questions, and ways to reach our team.

Our team is currently in a different timezone — use this page for instant help 24/7
Troubleshooting Steps

Try these in order before reaching out. Most issues are resolved within these steps.

Start Here — Try These First (All Devices)
1
Restart your Device/TV
Firestick: Hold the inner circle + Play/Pause on the remote for 3-5 seconds.
Onn: Home button → Settings → System → Restart.
2
Reset your Device AND TV
Unplug both your device and TV from power for 1 full minute, then plug both back in.
3
Reset your Modem/Router
Push the reset button on the back of the modem, or unplug it for 1 full minute.
4
Uninstall and Reinstall the App
See the How-To Guides tab for device-specific steps.
Specific Issues

Tap a card to expand the steps.

🔇
No Sound on Channels
Fix audio by switching Player Type in GenPlay settings.
Tap to see steps →
🔄
Restart Firestick
See exactly which buttons to hold on your Firestick remote.
Tap to see steps →
No Sound on Channels
1
Open the GenPlay App
2
Select the 3 lines (menu icon) at the top of the screen
3
Select Settings
4
Select Player Type
5
Switch to App Player
Restart Firestick
1
Locate the inner circle button (large center button) on your remote
2
Locate the Play/Pause button below it
3
Hold both buttons simultaneously for 3-5 seconds until the Firestick restarts
Error Messages

Find your error below and follow the steps to resolve it.

Unrecognizable Media Format Error ▾
First, restart your device and try again. If the issue persists, note the channel number and the problem and send it to us — we'll report it to tech support on your behalf.
Wrong Credentials Error ▾
Confirm you are entering the exact username and password we sent you. Common mistakes:
  • Do not enter your email address
  • Do not enter your WiFi password
If you've forgotten your credentials, contact us via the Contact Us tab.
Wrong Service ID Error ▾
The Service ID is always 600. Do not enter your username, password, or email address in the Service ID field. Just enter: 600.
News Update Banner / Notification on Homepage ▾
This is a generic message and it does not go away after updating. We cannot verify which version of the app you are running. You can delete and re-download the app at any time to make sure you have the newest version.
App Keeps Closing When I Try to Open It ▾
This is usually a storage issue. When there is not enough space on your device, app files cannot download properly and will lock you out.
  1. Delete unused apps on your device to free up storage space
  2. Restart the device
  3. Try opening the app again
Why Am I Being Asked to Enter a PIN Every Time I Open the App? ▾
This happens because the profile was set up with a PIN/lock enabled. To disable it:
  1. Go to the profile selection screen (the start page)
  2. Select Edit (pencil icon) under the profile
  3. Go to Lock Account with Parental Control and toggle it OFF, then select Submit
  4. If that does not work, delete the profile and create a new one with the desired settings
Cloud Server Error ▾
This means our servers are temporarily down. We are working to restore service as quickly as possible. This does not happen frequently and service is usually restored quickly. Please note: no refunds or credits are issued for brief outages, as this is outside our control.
TV Guide Is Not Working / Channel Will Not Load from Guide ▾
Please let us know the guide is down. In the meantime:
  1. Open the app homepage
  2. Select the Menu on the left
  3. Select Channels
  4. Browse and select your programming from there until the guide is restored
TV Guide Is Blank ▾
Usually a quick fix: back out of the app 1-2 times and go back in. The guide should reload and populate normally.
How-To Guides

Step-by-step instructions for common tasks. Tap a card to expand.

📲
Reinstall Techno Media Player
Firestick and Onn/Android TV via the app store.
Tap to see steps →
🗑
Uninstall GenPlay — Onn
Remove GenPlay and/or Downloader App from an Onn device.
Tap to see steps →
🗑
Uninstall GenPlay — Firestick
Remove the GenPlay app from your Amazon Firestick.
Tap to see steps →
📱
Add App to Mobile / Tablet
Phones, tablets, iPads, and laptops. Service ID is always 600.
Tap to see steps →
❤
How to Favorite a Channel
Save channels and movies to your GenPlay home page.
Tap to see steps →
🖥
Remove a Device from Account
Manage which devices are logged into your account.
Tap to see steps →
Reinstall Techno Media Player
Uninstall the current app first, then restart your device before reinstalling.
1
Uninstall the current Techno Media Player app
2
Restart the device
3
Open your device's app store
Firestick → Firestick App Store  |  Onn/Android TV → Google Play Store
4
Search for Techno Media Player
5
Download and install from the app store
6
Log in with your same username and password
Uninstall GenPlay — Onn
1
Select the Home button on the remote
2
Select Quick Settings
3
Select Settings
4
Select Apps
5
Select See All Apps
6
Select GenPlay and/or Downloader App
7
Select Uninstall on the right
Uninstall GenPlay — Firestick
1
Select Home on the remote
2
Select Settings
3
Select Apps
4
Select Manage Applications
5
Scroll to GenPlay and select Uninstall
Add App to Mobile / Tablet
Service ID is always 600 — do not enter your username, password, or email in the Service ID field.
1
Go to the App Store on your device
2
Search for Techno Media Player
3
Download and install the app
4
Enter your credentials to log in
Service ID is 600
How to Favorite a Channel or Movie
1
Navigate to the channel or movie you want to save
2
Press UP on the black circular button on the remote
3
Scroll up to the heart icon and select it — the channel/movie is now favorited
4
All favorited channels and movies will appear on your home page
Remove a Device from Account
1
Go to the GenPlay / TMP Home Screen
2
Scroll to the Menu Bar on the left
3
Select Personal
4
Select Settings
5
Select Devices and remove any you do not want logged in
6
Repeat on all profiles
Sports & PPV

Can't find your game or event? Here's how to track it down.

How to Find a Specific Game
1
Google the game to find the channel and broadcast time
Example search: "Spurs game tonight channel" — look for the network (CBS, ABC, ESPN, FS1, etc.) and the scheduled time.
2
Open the app and go to the Menu on the left
3
Select Search and type in the channel name
Examples: CBS, ABC, ESPN, FS1, NBC, TNT, etc.
4
Select the channel from the available options
There are at least 20 versions of each major network (ABC, NBC, FOX, CBS) — try a few if one is not working.
PPV Events
1
At the scheduled broadcast time, go to channels in the 700s
2
Check each channel in the 700s for the event you are looking for
3
Be patient — some PPV events do not appear until the exact start time
We do not know in advance whether a specific PPV event will be available. Check the 700s at the scheduled broadcast time.
We do not have access to Amazon Prime, Netflix, or YouTube exclusive games. These are platform-exclusive and are not available through our service.
Reporting Issues

Know when to troubleshoot on your own vs. when to reach out.

Occasional Freezing — This Is Normal
i
Occasional freezing a couple of times a week is normal. Simply switch to another channel and switch right back — that should fix it immediately.
When to Report an Issue

If you are experiencing any of the following persistently, it's worth escalating to us.

Issues Worth Reporting
•
Constant / persistent freezing
•
No sound on a channel
•
No picture on a channel
•
Content repeating or looping
•
A channel, movie, or series episode is completely unwatchable
•
Unrecognizable Media Format Error
Steps Before Reporting
1
First, try the Troubleshooting steps in the Troubleshoot tab to see if the issue can be resolved on your end.
2
If the issue persists, go to the Contact Us tab and send us the channel number and a description of the problem.
3
We will report it to the developers on your behalf.
Frequently Asked Questions

Tap a question to expand the answer.

My picture is freezing or buffering — what do I do? ▾
Occasional freezing a couple of times a week is normal — just switch channels and switch back. For persistent freezing:
  1. Restart your device and TV (unplug both for 1 minute)
  2. Reset your modem/router (unplug for 60 seconds)
  3. Uninstall and reinstall the app
  4. If it continues, report the channel number to us via the Contact Us tab
I forgot my username or password — what do I do? ▾
Reach out to us via the Contact Us tab and we will get your credentials sorted out as quickly as possible.
What is the Service ID when logging in? ▾
The Service ID is always 600. Use this on any device when logging into the Techno Media Player app.
How many devices can I use at the same time? ▾
You can have up to 5 devices per subscription — this includes TVs, Onn devices, Firesticks, phones, tablets, laptops, etc. All devices must be used within the same household/IP address. If you need to remove an old device to free up a slot, see "Remove a Device from Account" in the How-To Guides tab.
Which app should I download? ▾
Download Techno Media Player from your device's app store. Search exactly: "Techno Media Player".
What is the best device to use? ▾
We recommend the Onn 4K Streaming Device ($25 at Walmart). See the Best Devices tab for links and tips on how to find it when it's in stock.
Do you carry Amazon Prime, Netflix, or YouTube exclusive games? ▾
No — we do not have access to Amazon Prime, Netflix, or YouTube exclusive content. These are platform-exclusive and are not available through our service.
How long will it take to get a response to my question? ▾
Our team is currently operating in a different timezone (12-hour difference). We respond as quickly as possible — most questions are answered within 24 hours. This support page is available 24/7 for the most common issues.
Billing & Payments

Update your card on file or manage your subscription.

Update Your Payment Method

Use the link below to update the card on your account.

Do not use Apple Pay. Please enter a standard debit or credit card number only.
Update Card → bit.ly/updatetvcard

Billing Question?

For billing issues not covered here, reach out via the Contact Us tab and include your account username.

Best Devices for the App

Our top recommendations for the best streaming experience.

#1 Recommended — Onn 4K Streaming Device

$25 at Walmart

This is the device we recommend for the best app performance. It is very popular and frequently goes out of stock. You can sign up for restock notifications directly on the Walmart product page.

Tip: Check first thing in the morning — that is the best time to catch a restock. Also check your local Walmart stores for in-store inventory.

View on Walmart →

Onn 4K Pro Streaming Device

$40 at Walmart

The upgraded version also performs well with the app.

View on Walmart →
Maximize Any Device
1
Delete unused apps on the device to free up storage space
2
Restart the device after clearing space
i
When there is not enough storage, app files cannot download properly — this is one of the most common causes of crashes and freezing.
Contact Us

Our team is currently 12 hours away — we will respond as soon as possible. For instant help, check the other tabs first.

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