Help Center & Support — Araplay

Welcome to the Araplay Help Center. Here you will find quick answers and technical solutions to ensure a smooth and uninterrupted streaming experience.

1. Devices & Smart TV Activation

Q1: How do I activate the Araplay app on my Smart TV, Android TV, or Apple TV?

Activating your account on a TV screen is fast, secure, and eliminates the need to type complex passwords using your remote control. Simply follow these easy steps:

1. Open the Araplay app on your Smart TV (Samsung, LG), Android TV, or Apple TV.
2. Select "Log In". The screen will display two options simultaneously: a 5-digit activation code on one side and a large QR code on the other.
3. Open the camera on your smartphone (Android or iPhone) and scan the QR code on the TV screen.
4. The QR code will automatically launch a secure link in your mobile web browser (araplay.se/activate) with your activation code already pre-filled.
5. Confirm the activation on your mobile device. Your TV screen will instantly refresh and grant you full access within a few seconds.

(Note: If you prefer to do this manually, you can visit araplay.se/activate on any desktop or mobile browser and manually enter the 5-digit code displayed on your TV screen).

Q2: What happens if I switch my TV connection from Wi-Fi to a wired network cable (Ethernet)?

Nothing at all. Our activation system is built on temporary, dynamic server sessions (and does not lock your account to the device's physical MAC address). Your TV app will remain fully logged in and functional even if you switch between Wi-Fi and a wired connection, without requiring any re-activation.

2. Streaming Performance & Integrated Ads

Q3: Why am I seeing advertisements, and why can't I skip them?

Araplay delivers high-quality live TV channels and premium content completely free of charge to all viewers. To make this service possible, our platform is supported by an advanced digital video advertising system. These advertisements are a natural and necessary part of the broadcast, just like traditional linear television.

Q4: The stream freezes, loops, or shows a black screen when a commercial starts. How do I fix it?

We utilize an advanced technology called SSAI (Server-Side Ad Insertion), which means advertisements are stitched directly into the video stream from our servers to ensure the smoothest possible transition.

If the stream freezes during a commercial, it is not caused by an ad-blocker. Instead, it is due to a temporary drop in your local internet speed exactly when the stream switches between the live program and the ad content.

• Quick Fix: Simply press the "Back" button on your remote control to exit the channel, and then select the channel again. This action reboots the media player session and instantly re-establishes a stable connection with our streaming servers.

Q5: My stream keeps buffering or lagging. What should I do?

Buffering issues are almost always related to the stability of your local home network. Please try the following troubleshooting steps:

• Ensure that your internet connection speed is at least 10 Mbps to guarantee a stable live stream in HD quality.
• Unplug the power cable from your router and your streaming device (TV or mobile) for 30 seconds, then plug them back in to flush your network's temporary cache.
• For maximum stability on Smart TVs, Android TV, and Apple TV, we highly recommend connecting your device directly to your router using a physical network cable (Ethernet).

3. App Troubleshooting (Crashing or Freezing)

Q6: The Araplay app freezes or closes unexpectedly on my mobile device or TV.

• For Android & iPhone (iOS): Force-close the app from your recent apps background menu. Check the Google Play Store or Apple App Store to ensure you are running the latest version, or try a clean reinstallation.
• For Android TV & Apple TV Boxes: Go to your device Settings > Apps > Araplay and select "Clear Cache" (on Android TV). If you are using an Apple TV, double-click the TV/Home button on your remote, swipe up on the Araplay app window to force-close it, and then relaunch it.
• For Samsung & LG Smart TVs: Perform a "cold boot" of your television by holding down the Power button on your remote control for 5 seconds until the TV turns off and reboots with the manufacturer's logo. This entirely purges background memory (RAM) and clears processes that may have frozen.

4. Direct Contact & Escalation (Contact Us)

Q7: How can I contact customer support if the automated fixes do not help?

If our automated solutions do not resolve your technical issue, the dedicated support team at Araplay is ready to assist you through the following channels:

• Via Live Chat: Click the chat icon located at the bottom of your screen to launch an instant message session with our smart assistant. If further help is needed, you will be seamlessly transferred to a live Araplay support representative (subject to agent availability). Otherwise, you can leave an offline message, and we will reply via email.
• Via Email Support: You can reach us directly at support@araplay.se for any technical inquiries, account issues, or assistance. Our team reviews incoming support tickets continuously and will get back to you promptly.
• Via Phone Support: You can reach our technical support hotline directly at: 08-550 123 45.
  • Our AI-powered voice assistant is available on this number 24/7/365 to guide you through quick technical diagnostic steps.
  • If the voice assistant is unable to resolve the problem during regular business hours (Monday–Friday, 09:00 - 17:00), your call will be automatically transferred directly to one of Araplay's support technicians.
  • Outside of business hours, you can easily record your technical issue, account information, and callback number with the voice assistant. This will be automatically filed as a support ticket in our system, and an agent will call you back as soon as business hours resume.