Service is not playing
Check for a wider incident before changing your app or device.
Kensat Help Centre
Find the right fix in a few taps.
Check the service, choose your device or problem, and follow the short steps. If it still does not work, send Kensat the details needed to help you quickly.
K
Current service statusAll systems operational
View full status
Kensat services are currently operating normally.
Kensat Help Centre
What do you need help with?
Start with the option that best matches what you see on screen.
Check service status
Install or set up an app
Choose the correct guide for your screen or TV box.
MAC address or Device Key
Take a clear photo showing both codes. The encrypted photo is sent to Kensat for review.
Account, expiry or renewal
Use your private account link or ask Kensat to identify the correct username.
Add or change a device
Use the Request Centre or ask Kensat to link the correct subscription.
Something else
Send your reference, device, app and screenshot in one support request.
Compatibility
Open the guide for your device
Each guide contains the correct app route, installation steps and activation instructions.
How it works
Try these quick fixes
Use the checklist that matches your issue. Stop when the service works again.
01Nothing loads+
- Check the Kensat status first.
- Confirm another app or website works on the same device.
- Fully close and reopen the player.
- Restart the device and router.
- If an incident is shown, do not reinstall or change devices while Kensat investigates.
02Picture freezes or buffers+
- Try one other channel or film.
- Pause other heavy internet use.
- Restart the router and device.
- If it continues, note the time and content and send a screenshot.
03Activation screen or expired message+
- Do not delete the app.
- Open Fast Connect on your phone.
- Take a clear photo or choose a screenshot showing the complete MAC address and Device Key.
- Check that the preview is sharp, then send it securely.
04Login, account or renewal issue+
- Open the private customer link sent by Kensat.
- Check the service username and paid-subscription expiry.
- Request renewal for the exact username.
- If the link is missing, send your customer reference and WhatsApp number.
05New or changed device+
- Do not reuse activation details from another device.
- Use the Request Centre and choose Add device.
- Include the new device type and app.
- Wait for Kensat to confirm before removing the old setup.
WhatsApp support
Still need help?
Send these details once so Kensat can identify the correct account and device without asking the same questions again.
- Customer or trial reference
- Device name and type
- App name
- Screenshot of the message
- What you already tried