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Frequently asked questions
Quick answers about ordering, apps, devices and support. Choose a topic or scroll down.
Ordering & subscription
How long does it take until I receive my account?
Usually within an hour, and at most within one day. Check your spam folder too, and add our email address to your trusted contacts.
I requested a trial or subscription but received no reply.
Check your spam folder first. Gmail and Hotmail in particular often put our replies there.
Is the free 24-hour trial different from a paid subscription?
No. The trial gives you exactly the same channels and quality. Request your trial here.
When can I extend my subscription?
Whenever you like. We add the extension to the end date of your current subscription, so you never lose days. Example: you have one month left and buy a year, then you get 13 months.
Am I tied to a contract?
No. Fast-Forward works prepaid: you buy access until a fixed end date, without a contract or direct debit. Once bought, a subscription cannot be cancelled or refunded, but you can switch to another streaming service. See Can I switch streaming provider?
On how many devices can I watch at the same time?
A standard subscription allows one stream at a time. You can install the app on several devices, but only watch on one at once. Contact us for multi-connection packages.
Can I switch streaming provider?
Yes. You can switch provider every 6 months. A yearly subscription can also be converted to one of the other streaming services we offer, as long as that service has the same price. Ask your Fast-Forward team member about the options.
Does Fast-Forward sell devices?
Yes. Our pre-configured boxes are in the shop, often bundled with a subscription.
Apps & devices
Which app should I use?
It depends on your device:
- Android TV, Google TV or an Android box: Fastmate V2
- Android phone or tablet: FastXtream or IBO Player Pro
- Samsung, LG, Apple TV, iPhone, iPad or Windows 11: IBO Player Pro
What is the difference between Fastmate and Fastmate V2?
Fastmate V2 is the newest version of our Android TV player, with a built-in VPN and recording to a USB drive. We recommend it for new installations. The original Fastmate keeps working with an existing licence.
Does Fast-Forward work on my smart TV?
Almost always. It depends on the system your TV runs. Our guides per TV brand help you find out: Samsung and LG use IBO Player Pro, TVs with Google TV or Android TV use Fastmate V2, and for other systems we recommend one of our boxes via HDMI.
Can I try IBO Player Pro before I buy a licence?
Yes. IBO Player Pro can be used free for 6 days after you install it.
Which boxes do you recommend?
The Homatics Box R 4K Plus, the Formuler Z12 Ultra and the Xsarius Sniper 3 are our top picks. We advise against cheap boxes that are not made for the European market: we give no support on them, and the picture is sometimes not displayed smoothly. See our shop.
Can I use a VPN?
Yes. Fastmate V2 has a built-in VPN, and for other apps on an Android box there is our FastVPN add-on. Other VPN services can work too, but we cannot guarantee a stable picture with them. We really recommend using a VPN to protect yourself.
Is there a programme guide (EPG)?
Yes. With your Xtream details, the programme guide loads automatically in Fastmate V2 and IBO Player Pro. You do not need to enter a separate link.
Where can I use Fast-Forward?
Anywhere in the world, as long as you have a fast and stable internet connection. Does your streaming service have a land lock, so it only works in certain countries? Then you can use our FastVPN app.
Problems
I received my details. How do I start watching?
You need an app to watch. Pick your device on our tutorials page and follow the steps. The most common mistakes are typos in the server, username or password, and an expired subscription.
A channel stutters or shows no picture. What now?
Send us the following information via email or the complaints form (you find the passcode in your confirmation email):
- Country
- Device and app
- Internet type (VDSL, fibre, cable) and speed
- The exact channel name, for example BBC1 FHD UK
- A short description of the problem
My account suddenly stopped working.
First check whether your subscription has expired: look for our renewal email, and check your spam folder too. If it has not expired, contact us by email and we check what is wrong.
Are there problems during big live sports events?
Generally not. During big events such as major matches or New Year's Eve, internet traffic is much higher everywhere, and a source can occasionally be disrupted by overload elsewhere on the network. That is when our backup streaming service comes in handy: you simply switch over and keep watching. Ask your Fast-Forward team member about it, and let us know if a problem occurs so we can check with the source.
Should I keep my login details private?
Yes. Treat your Xtream details like a password: do not share them and do not post them online. If you think someone else is using them, contact us and you get new details.
Contact & older devices
How can I contact Fast-Forward?
Not by phone. You can always reach us by email. Customers also receive our WhatsApp and Discord support links after purchase, with support every day from 08:00 to 21:00. For problems you can also use the complaints form.
I have a MAG, Formuler or Amiko box with a portal link.
MAC ID portals are no longer supported: every subscription now works with Xtream Codes. See our MAC ID page for what to do with your device.
Can I still use Kodi?
No. Kodi is no longer supported and our Kodi add-on is outdated. Use Fastmate V2 on a TV or box, or FastXtream or IBO Player Pro on a phone or tablet. See our Android page.
I have an Enigma2 receiver (Vu+, Zgemma, Dreambox).
Enigma2 is no longer actively supported. See our Enigma2 page for your options.
Question not listed?
Customers reach us by email, WhatsApp and Discord, every day from 08:00 to 21:00, in Dutch and English. Something not working? Use our complaints form.