Support

Write to aerial@sevenlabs.pl. A person reads it.

To get an answer in one round trip, include: which device and OS version, whether the playlist is an M3U address or an Xtream Codes login, and what you saw (a message, a spinner, a black screen). Never send your password. Aerial has no account of its own, so there is nothing for us to look up on our side; everything we know comes from what you tell us.

Playlists and providers

Does Aerial come with any channels?

No. Aerial is a player. It ships with no channels, films, playlists or provider names, and we do not sell, recommend or have any relationship with IPTV services. You add your own M3U playlist address or Xtream Codes login, or open your own video files and stream addresses. The demo on the welcome screen shows every feature with generated content so you can see how the app works without a playlist.

My playlist will not load

• Check the address in your provider’s own instructions. For M3U it is usually a long URL ending in .m3u or .m3u8; for Xtream Codes it is a server address (with the port), a username and a password, entered in three separate fields.
• Try the address in Safari. If Safari cannot reach it either, the problem is at the provider or on your network.
• Most providers use http://, not https://. Aerial accepts both; the address must match what the provider gave you.
• If the provider’s account has expired or exceeded its connection limit, the playlist loads but every stream fails. Xtream account status, including expiry and connections, is shown in Settings.

A stream stops, stutters or shows a black screen

• Aerial reconnects a live stream that drops and automatically switches between the duplicate copies of a channel your playlist carries. If every copy fails, the channel is down at the source.
• The player’s options button (⋯, “Player options”) holds audio and subtitle tracks and delay, picture settings including deinterlacing, speed, and a Stream info toggle that shows what the stream is actually delivering. Buffering is set under Settings → Playback.
• Two engines are used: Apple’s for HLS and MP4, VLC’s for everything else, with automatic fallback. Picture in Picture is only available on Apple’s engine, which is why the button sometimes is not there.

The guide is empty

Programme data comes from your provider (Xtream) or from an XMLTV address you add to the playlist. If the provider supplies none, the guide stays empty; that is not something the app can fill in.

Some categories are hidden or locked

Categories that look like adult content are locked by default. Settings → Parental controls lets you set a PIN, unlock them, or change what is locked.

Trial, Pro and purchases

How does the free trial work?

Everything is free for seven days, counted from the first stream that actually plays, not from installation. After that, live TV from your playlist, your own files and stream addresses, the guide, channel management and iCloud sync stay free; provider video shows a small corner watermark. The trial runs once per Apple Account and follows you to a new device.

What does Aerial Pro include?

Aerial Pro is a single one-time purchase, not a subscription. It removes the watermark and unlocks more than one playlist, movies and series playback, catch-up, unlimited favourites, external subtitle files, multiview and AirPlay video-out. It applies on every device signed in to the same Apple Account.

I bought Pro and it is not unlocked on another device

Make sure the device is signed in to the same Apple Account, then tap Restore purchases in Settings. If the App Store is slow to confirm, wait a minute and try again.

Refunds

Purchases are made through Apple, so Apple handles refunds: go to reportaproblem.apple.com, sign in, and request one for the Aerial Pro purchase. We cannot issue refunds ourselves and never see your payment details.

iCloud sync

What syncs, and what does not?

With “Sync with iCloud” on, your playlists, favourites, resume positions, channel arrangement and settings follow you across your devices through your own private iCloud. Passwords are kept separately in the Keychain, so a new device may ask you to enter one again. Nothing is ever shared with other people, and Aerial has no server of its own.

How do I remove what Aerial put in iCloud?

Settings → iCloud → Remove Aerial’s data from iCloud. Turning the sync toggle off stops further changes from being written.

Privacy

Aerial collects nothing: no analytics, no accounts, no crash-reporting SDK. The full privacy policy explains what the app stores on your device and which servers it talks to (only the ones you configure).

Open-source components

Aerial includes VLCKit, licensed under the GNU LGPL 2.1 or later, as a separate, unmodified dynamic framework. The licence text, version and source location are in the app under Settings → About → Acknowledgements. Under the LGPL you may replace the framework inside the app with your own build; if you would like the exact source tag, binary and build instructions used for any released version, email aerial@sevenlabs.pl and we will provide them.