We help with the app. Your provider helps with your account.
SlothMate is a native macOS media player and organizer for your own legal IPTV, playlist, and personal media sources. It provides no content and cannot manage, renew, or refund a provider subscription.
The link opens your mail app with a short template. Describing what you clicked and what the app showed is enough. Never include your provider password, playlist link, or any credentials.
How we handle your email is described in the Privacy Policy.
- Helpful to include
- Your SlothMate version (About SlothMate in the menu bar, or About & Legal in the app) and macOS version (Apple menu, About This Mac).
- The kind of source: Xtream, M3U link, M3U file, or My Media.
- What you clicked, what the app showed, and how to reproduce it.
- Never include
- Passwords, playlist links, provider addresses, or anything from your Keychain.
Common questions
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A saved source will not open.
The Start screen names the reason: an expired or inactive account, a credentials problem, a connection problem, or a playlist or folder it could not read. It offers Edit saved source, Try again, and Delete source. Account and expiry questions can only be fixed by your provider. Read the troubleshooting guide
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My external drive's media disappeared.
Nothing was deleted. Reconnect the drive (or grant access again) from My Media or Settings, and your library, favorites, and playlists come right back. Read the My Media guide
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How do I cancel SlothMate Plus or ask for a refund?
SlothMate Plus is sold through Apple, so Apple handles billing, cancellations, and refund requests through your Apple Account. Cancelling keeps Plus until the end of the period you already paid for, and Restore Purchases in the app re-checks your purchases. Purchases, cancellations & refunds
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Can you refund or renew my IPTV or provider subscription?
No. SlothMate does not sell, bill, renew, or refund any provider subscription and cannot see those accounts. Contact the provider you pay. Read how payments are split
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Does SlothMate include channels or a subscription?
No. SlothMate provides no channels, movies, series, playlists, guide data, or media subscriptions, and it is not affiliated with any provider. You connect sources and files you are authorized to use. Read the Terms of Use
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I forgot the Family Guard PIN.
The PIN is stored only as a one-way digest and cannot be recovered. Forgetting the source profile removes its rules and PIN along with its other local data. Your sources and files themselves are untouched. Read the Family Guard guide
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Where is my data?
On your Mac. SlothMate has no account, no backend, and no cloud sync, and credentials stay in the macOS Keychain. The Privacy Policy lists everything the app keeps and what happens when you email us. Read the Privacy Policy
Guides: Getting started, Troubleshooting sources, SlothMate Plus, Family Guard. The Privacy Policy and Terms of Use are also readable inside the app under About & Legal.