Help inside the app
Every device has a Help page in its settings. It holds two things: Search the manual, which finds the parts of this manual that contain your words, and Ask Joker, the help assistant, who answers a question in your own words from this manual. Joker is also behind the round button in the corner of every page of this manual and of the account panel (more).
Where it is
Section titled “Where it is”| Device | Where |
|---|---|
| Phone and tablet | Settings → Help, in the System group between Appearance and About & legal. Its line says Ask a question and get the answer from the manual |
| Android TV, Fire TV, Apple TV, LG and Samsung TVs | Settings → Help, in the System group of the settings list |
| Windows and the Mac | Settings → Help, as on a television |
A kids profile has no Help page.
Search the manual
Section titled “Search the manual”Search the manual is at the top of the Help page (Words to look for, for example: time offset). The parts of the manual that match show as you type, with the page, the heading and the words you typed marked in the text. It forgives a typo and finds a word from its first letters.
- On a phone or tablet, tap a result to read that part right there, with Open the full page and Back to results.
- On a television, Windows and the Mac, OK on a result opens it in a panel at the side, with a QR code for the full page, and the results stay under it.
It needs no account, no Premium and no AI, and it works without a connection: the app carries a copy of the manual and updates it now and then. When nothing matches: Nothing in the manual matches these words. Try other words or ask a question.
Asking Joker
Section titled “Asking Joker”- On a phone or tablet, type into Ask Joker (For example: the guide times are one hour off) and press Ask. The chat opens on its own screen with the field at the bottom and New chat at the top.
- On a television, Windows and the Mac, select Ask Joker, press OK, type on the on-screen keyboard and finish it. The question goes off as soon as the keyboard closes, and Looking for the answer… shows while it is on its way. The newest answer sits right under the field.
Ask more about this under an answer asks a follow-up, and Joker keeps the earlier questions and answers of the chat in mind, such as “and on Fire TV?” after a question about recording. New chat starts over. The chat stays only on the device, while the Help page is open.
A question can be up to 500 characters long, in any language. You do not need Premium, but the device needs an internet connection.
What comes back
Section titled “What comes back”A short answer. Usually you get a few sentences, or numbered steps, written in your language and only from what this manual says. The names of screens and settings stay in English, as in this manual. Under the answer are links to the parts of the manual it comes from.
The part of the manual itself. When a short answer cannot be written, you get the section of the manual that fits best: the page’s name, the section’s heading and its text, with Open the full page. When the app is in another language than English, a line under the box says You can ask in any language. Answers come from the English manual for now.
Maybe one of these. When the question could fit several places, you get up to three pages of the manual to choose from, sometimes with a short answer above them.
The manual does not cover this yet. When nothing here answers it: Write to us and we will answer. If it is an idea for the app, say so: we read every one. with Talk to a person and Browse the manual.
Under the newest answer there is always Talk to a person too, see below.
What Joker can do for you
Section titled “What Joker can do for you”Besides answering, Joker can make a change for you. It never changes anything by itself: it shows a card under its answer that says exactly what it will do, and nothing happens until you press Apply. It does one thing per answer.
Change a setting
Section titled “Change a setting”Joker sees the settings of the device you ask on and of your account. Ask, for example, why the guide is empty, to make the subtitles bigger or to set the live buffer to 20 seconds, and when a setting is the answer the card shows it as setting: now → new, with Apply. After that it says Changed: setting is now value, with Undo to put it back.
It does not touch passwords, keys, profiles, the PIN, the app language or your playlists, and it only offers settings this device has.
Hide or show categories and channels by name
Section titled “Hide or show categories and channels by name”Ask, for example, to hide every category starting with “AR |”, or every channel whose name contains “XXX”, only in Live TV, Movies or Series if you say so. Joker looks up the names on this device first, and the card says what it found: Categories to hide: 3, the text it matched (Names starting with “AR |”), the playlists and the profile it applies to, and the first matching names. Apply hides them for the profile you are in, and Undo shows them again. Showing hidden ones works the same way.
One request handles up to 2,000 channels. Beyond that the card says More than 2000 channels match. Hide their categories instead. When nothing matches, it says Nothing matches the text you gave. Hidden categories and channels are managed as usual in Categories and Channels.
Start a new profile
Section titled “Start a new profile”Ask, for example, to add a kids profile for Ola. The card shows New profile: Ola with Adult or Kids, and Open opens the usual profile editor with the name and kind filled in. You finish it there, PIN included: Joker never sets a PIN. Profiles are added from a profile that manages the others, and the usual limit on the number of profiles applies, see Profiles.
In the account panel
Section titled “In the account panel”Joker in the account panel sees the shared settings and the settings of each of your devices, and its card says which device a change is for, so you can change a setting of one TV from your computer. Hiding channels by name works only in the app on your devices: the panel says so.
Suggested questions
Section titled “Suggested questions”Joker greets you with Joker here. What can I sort out for you? and a few questions to start with: How do I start?, How do I add my playlist?, Why is the TV guide empty? and, on a phone or tablet, How do I watch on my TV?. Choose one and Joker answers it. The last one, Talk to a person, opens the message to our support team.
- On a phone or tablet they show under the greeting until you ask your first question.
- On a television, Windows and the Mac they stay under the Ask Joker field, next to New chat.
Thumbs up or down
Section titled “Thumbs up or down”Under an answer, the thumbs up (Helpful) and the thumbs down (Not helpful) tell us whether it helped. The app then says Thanks for the feedback. On a phone or tablet tap a thumb; on a television select it and press OK.
Talk to a person
Section titled “Talk to a person”When Joker cannot help, hand the chat to our support team. Talk to a person is among the suggested questions and under the newest answer. It opens a form with Send this chat to our support team. We reply by email.:
- Your email: the address we reply to. When the device is signed in, the email of your account is already filled in; a television says The email of your account is filled in.
- Anything else we should know?: what you tried and what happened, up to 1000 characters. It can stay empty when you already asked Joker something.
- Send to support. When it went out: Sent. We will reply to and your address.
The message carries your last few questions and Joker’s answers, your note, the app’s version, the platform and the app language. If something is missing the form says Enter an email address we can reply to. or Write a few words about the problem. Without a connection: The message could not be sent. Check the connection and try again.
On a television, Windows and the Mac the form opens at the side. Under Send to support a QR code says Typing is hard? Scan to write the email on your phone: scan it and your phone’s email app opens with the chat already in the message.
Opening the links
Section titled “Opening the links”| Device | A link to the manual |
|---|---|
| Phone and tablet | Tap it. It opens in the phone’s browser |
| Television | Each link is a QR code, the first one with Scan to read the full page on your phone. Scan it and read the page on your phone |
| Windows and the Mac | The QR code is there too, and selecting the row opens the page in your browser |
Report a bug by email
Section titled “Report a bug by email”To report a bug with an email of your own, use Report a bug in Settings → About & legal on a phone, or Settings → About on a television and a computer. It opens an email to support with the app’s version, the platform and the update id already filled in, so you only describe what happened. It needs an email app on the device: a phone without one says No email app is available on this device, and a television without one says Email is not available on this TV. Then use Talk to a person above, or write from another device, see Reporting a problem for the address and what to include.
When it does not answer
Section titled “When it does not answer”- Too many questions right now. Try again in a while. Each account can ask 30 questions an hour, and devices that are not signed in share one hourly limit. Wait, or sign in.
- Sign in to ask Joker. Searching the manual works without an account. At times Joker answers only signed-in devices. Sign in, or use Search the manual.
- You have asked all of today’s questions. Search the manual or ask again tomorrow. At times each account has a number of questions a day.
- The answer could not be fetched. Check the connection and try again. The device could not reach the help service. Check the internet connection and ask again.
What happens to your question
Section titled “What happens to your question”The question goes to IPTV Deck’s own service, which finds the parts of this manual that fit and has an AI model write the short answer from them, see the privacy policy. Questions the manual answered clearly are not kept. A question it could not answer well is kept for up to 90 days, with the result but without your account, your device or your address, to find what the manual is missing. Do not type passwords, playlist links or other private details into the box.
In the account panel
Section titled “In the account panel”In the account panel in your browser, Joker is the round button in the bottom-right corner of every page, as in this manual. It opens a chat window with New chat and a close button in its header; the Escape key closes it too, and the chat stays while you move between pages. Links in its answers open the manual in a new tab. The panel’s Help page has Open Joker and Search the manual, which opens the search page of this manual.
Your version and update id
Section titled “Your version and update id”Support often asks which version you run. It is not on the Help page:
- Phone and tablet: at the bottom of Settings → About & legal: Version, then update with the last six characters of the update id and when it was published. The same screen has Community, Report a bug and Contact support.
- Television and computer: Settings → About, on the row IPTV Deck for TV (Version, then the update), followed by the update check and Report a bug.
More in Updates.
