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Get in Touch with TVRegal
Questions about a plan, an activation, IBO Player, or the reseller programme? Our Ottawa-based desk answers around the clock in English and French. Most WhatsApp messages get a reply inside five minutes.
Three ways to reach us
Pick whichever suits the question. WhatsApp is best for anything urgent, email for anything you want in writing.
Best for billing questions, reseller enquiries and anything needing a paper trail. Replies within a few hours.
[email protected]Office
Our support and billing operation, serving every province and territory.
Ottawa, Ontario
Send us a message
Fill in the form and we will come straight back to you. Only your name, email and message are needed — everything else is optional.
When we are available
| WhatsApp support | 24 hours a day, 7 days a week — typical reply under 5 minutes |
|---|---|
| Email support | 24 hours a day — typical reply within 4 hours |
| New activations | Processed automatically, around the clock |
| Billing & reseller desk | Monday to Saturday, 9:00–21:00 ET |
| Languages | English and French |
What to include so we can help on the first reply
Support tickets get resolved fastest when the first message already contains what we need. If you are reporting a problem rather than asking a general question, include as much of the following as you can.
The email on your account
It is how we locate your line. Without it we cannot look anything up, and that costs a round trip.
Your device and app version
Tell us the exact device — "Samsung TU8000" rather than "my TV" — and the IBO Player version from Settings, Application Info.
The specific channel or title
If one stream misbehaves, name it. "Sports channels are bad" is much harder to act on than "TSN 4 freezes every few minutes".
When it happens
Constantly, only in the evening, or only after the device has been on for hours? The pattern usually identifies the cause on its own.
What you already tried
Especially whether you have switched the decoder in Settings, Live TV Player — that single step resolves a large share of playback reports.
Your connection type
Wired Ethernet or Wi-Fi, and roughly what speed. Most "buffering" reports turn out to be Wi-Fi contention rather than the stream.
Who you are actually talking to
TVRegal support is run from our Ottawa office by people who use the product daily, not an outsourced ticket queue reading from a script. The same team handles activations, technical issues and billing, so nothing gets passed sideways. If your question is technical, it reaches someone who has installed IBO Player on every platform in the setup guide; if it is commercial, it reaches someone who can actually adjust your account. We answer in English and French, and we are staffed through evenings and weekends because that is when televisions are switched on. Before writing, it is worth checking the FAQ and the pricing page — between them they answer most first-contact questions in under a minute.
Before you write
A good share of incoming questions are already answered in writing — these three pages solve most of them in under a minute.
Setting up IBO Player
Illustrated, device-by-device installation instructions for Smart TVs, Fire Stick, Android, iOS, Windows and Mac.
Plans and prices
All five plans in Canadian dollars, what each includes, and the effective monthly cost of every term.
Common questions
Activation times, device limits, refunds, travelling abroad, buffering fixes and support hours.