SUPPORT
Something not working? Write to us.
One address, lantv@fastmail.com, and a person on the other end of it. Below: what to send so the first reply is a useful one, and the answers to the things that go wrong most often.
Writing to us
Where
Email lantv@fastmail.com. There is no ticket system and no chatbot — lantv is made by a very small team, and the reply comes from it.
How long
You get an answer within five working days, usually sooner. If something is broken rather than confusing, say so in the subject line and it gets looked at first.
What to send
The app has this built in: Help → Report a problem… gathers the version, your system, and what the app was doing, and shows you every line before anything is sent. Paste that in and we can usually skip a round of questions.
Try these first — they answer most of it
Setting it up
The step-by-step guide walks the whole thing with a picture of each screen: install, point it at a folder, start the server, let a device in, press play.
A device can’t find the address
Most televisions can’t look up the .local name — use the numbered address from the Server page on those. And check the device is on the same Wi-Fi as the computer: lantv never leaves your network, which also means it cannot reach a device that isn’t on it.
A film won’t play, or the tile says “Make playable”
That file is in a container browsers don’t open. Press it and lantv rewrites it into one they do, leaving your original untouched. What your machine can do live is measured, and it tells you before you press play rather than twenty minutes in.
Something lantv deliberately doesn’t do
No search, no remote access from outside the house, and metadata you fill in yourself. These are written up in plain words rather than buried — worth a look before reporting one as a fault.
Licences and purchases
Lost your key
It’s in the email from your purchase — search your inbox for “lantv”. If it’s truly gone, write to us from the address you bought with and we’ll resend it there.
Moving to a new computer
Self-serve, no need to ask: on the old machine open Help → Licence → release this key, and the seat is free again immediately.
Checking what a key covers
Paste it into the licence checker to see the edition, how many computers it’s active on, and how long updates keep arriving. Checking never uses up an activation.
Refunds and withdrawing
Ask within 30 days of purchase and you get your money back — no questions and no form. That promise sits on top of your legal right to withdraw, which it does not shorten. Either way one email does it, from the address you bought with.
To withdraw from a purchase or ask for a refund, this opens a message with everything already filled in — withdraw from a purchase. Sending it is all that is required — you do not have to give a reason, and nothing about your installation changes until we reply. The whole policy, with what happens after, lives on the refunds page.
Not support
Security problems go somewhere else
If you have found a vulnerability, please use the disclosure process rather than ordinary support mail — it reaches the right place faster and tells you what to expect.
There is no account to lose access to, and nothing to cancel.
The setup guide, what it doesn’t do, check a licence or report a vulnerability.