FAQ

No. Duplex Play is a media player. It does not and never will include any content of any kind; We are not responsible for the content uploaded to the app.

2 - Do you sell IPTV playlists or IPTV subscriptions?

No. We do not sell playlists or IPTV subscriptions. Please do not contact us about IPTV subscriptions!

3- What are the supported platforms?

Duplex Play is available for the following platforms:

LG webOS

Samsung Tizen 2015 and up

android

Android TVs

amazon fire tv

Windows PC

Xbox one

4 - Some videos work on my phone or PC, but not on TV. What are the reasons?

Mostly it's an audio/video codecs issue. Please note: some TVs do not support all audio/video codecs required to play all broadcasts.

5 - How to protect my playlist?

You can protect your playlists in the following ways:

When entering a playlist, put a PIN on the playlist. In this way, no one can see or modify it.

Remember the PIN as for security reasons it cannot be retrieved.

You can also lock your entire device to prevent anyone from adding or removing playlists without your permission.

Open Duplex IPTV

open settings

Open security settings

Activate [Lock Playlists]

Remember to Unlock Playlists when modifying playlists.

6 - I can't login, I get [Device Locked] error, how to fix?

This means you have disabled login on your device. To enable login again, follow these steps:

Open the app on your device

open settings

Open security settings

Turn off [Lock Playlists]

7- The purchase was successfully made through Mercado Pago and my application was not activated, what now?

- Make sure you entered the codes correctly, open the app and click [ACTIVATION]

- The DEVICE ID codes consist of 12 digits and the DEVICE KEY 5 digits or more.

8 - Duplicate activations or the application has been previously activated, how to resolve.

It is not possible to cancel the activation, the process is automatic and irreversible, the license will not be lost, or will be accumulated or will remain in "Processing" status until a new code is sent by the customer.

9- Can I transfer an activation to another application?

You can transfer activation from one device to another (ONE TIME) using the following steps:

First, you need to have the current activation key/ID.

Read next (item 10) on where to find your Activation ID/Key

Open the app on the new device

Open [Activation] from the home screen

Open [Transfer Activation]

Enter the Activation ID and Activation Key of the currently activated device and click [Transfer Activation]

After the transfer of activation, the current device will be deactivated and will have a status of (expired) and the new device will be active keeping the term of the same license.

Important: After transferring activation, the new device will have valid activation. So you need to keep the new device activation ID/key.

In case of transferring the activation license to another application, or formatting the Computer, Cell Phone, or Television and the application changes the activation codes, we do not offer any type of additional guarantee.

10 - If I uninstall the app, do I need to buy another activation after reinstalling?

No. But first you need to write down the ID and ACTIVATION KEY for transferring, before uninstalling the application.

Note that:

ACTIVATION ID and KEY is different from Device ID and DEVICE KEY (DEVICE ID and DEVICE KEY)

Here are the steps to locate your Transfer ID:

Open the app on the activated device

Open [ Activation / Activation ] from the home screen

Open [Activation ID]

Write down the [Activation ID] and [Activation KEY] better take a picture of the screen.

Important: Do not provide Activation ID to anyone. It's your activation license

Important: In some devices, Duplexplay is no longer available, do not uninstall the application, as it will not be possible to reinstall it.

11 - I have a payment problem, what should I do?

The whole process is safe and done directly by Mercado Pago, some situations that may occur:

- PIX is released immediately.

- Card can be analyzed by Mercado Pago and it can take up to 6 hours to be released.

- Maybe you selected the payment as Debit, only credit is accepted.

- Entered incorrect data or wrong security code, or blocked card.

- Your card does not have enough limit, try another card or another payment method.

- Boletos take up to 2 days to clear the payment, payment in the lottery within 1 hour.

12 - Do you have any other communication channels?