Tu Latino TV questions, 32 clear answers
Everything about the service, choosing a plan, paying, your login, refunds and the most common problems. Internet speed and playlist questions are on the features page.
About Tu Latino TV
What do I get with a Tu Latino TV subscription?
The full package, whichever plan you choose. That means 27,000+ live channels — Mexican, US Hispanic and Latin American networks next to English-language US and international ones — and an on-demand library of 150,000+ movies, series and telenovelas. A TV guide comes with it, catch-up works on the channels that offer it, and football, boxing and UFC nights cost nothing extra. The only things that change between plans are the term (1 to 24 months) and how many screens can play together (1 to 5).
Are the channels in Spanish or English?
Both, and you can switch between them freely. Mexican and Latin American channels arrive exactly as they air in their home country — in Spanish. US and international channels keep their original language, and many add a Spanish audio track or subtitles whenever the broadcaster includes one. Movies and series on demand come original, dubbed or subtitled.
What does 99.9% uptime actually mean?
It is a figure for the whole network rather than for one hand-picked server. Viewers are spread over servers in several regions, and when one of them has a problem the others take over without you doing anything. A single channel can still go down at its source — we do not produce the feeds — but the service as a whole stays reachable on the busiest Sundays.
Is IPTV legal where I live?
That depends on your country, and we are not able to give legal advice about it. What we can say is that Tu Latino TV provides a streaming service and does not host, own or broadcast third-party content. If you are not sure about the rules where you live, please look them up before subscribing.
Can you add a channel that is missing?
Tell us which one. Requests go to the team that manages the lineup, and a channel several subscribers ask for has a real chance of being added — but there is no date or guarantee. So if one particular channel decides whether you buy, ask support first whether it is available right now.
Can I block adult channels for good?
Yes. Those categories are hidden when your line is created, and on request we remove them from your line altogether, so nobody at home can turn them back on from inside the app.
Choosing a plan
Do "devices" mean installations or screens watching?
Screens watching at the same moment. Install the app on the living-room TV, the bedroom Firestick and everyone's phone if you like — only simultaneous playback counts. A simple rule: count the people who usually watch different things at the same time in the evening, and pick that number.
Is a longer plan better value?
Per month, yes, by a wide margin: a 12-month plan costs far less per month than twelve single months, and 24 months lowers the monthly cost again. Keep in mind that the whole term is paid on day one; there are no monthly instalments.
Can I add a screen later?
Yes, at any point in your term. Write to support, pay only the difference for the months you have left, and we raise the limit on the line you already use. Same username, same password — no second subscription needed.
How can I test the service before buying?
Two options. The free trial costs nothing; our team checks each request and prepares one trial per person, in order of arrival. The 24-hour pass costs $1.99, is requested through its own page and runs on the servers paying customers use.
Is 4K only included on the bigger plans?
No. A one-screen, one-month plan gets exactly the same channels and the same picture quality as the largest plan. You only pay more for extra simultaneous screens or a longer term.
Payment
Why do you accept gift-card codes only?
Because it keeps your banking details out of our hands entirely. With a prepaid code there is no card number, account or billing address for us to store, lose or charge twice. The trade-off is a short trip to buy the card — a few minutes more than typing a card number.
Where do I buy the gift card?
Anywhere that sells it officially: big supermarkets, drugstores, corner shops, gas stations, or the brand's own website. The checkout page names the exact card and amount you need before you go and buy it. Please skip resold or discounted codes from marketplaces — a lot of them were redeemed before they were resold.
My code was rejected. What should I do?
Nothing is lost — your order stays open and you can enter a different code straight away. The usual reasons: someone already redeemed it, it isn't the card type the checkout asked for, or one character was typed wrong (O and 0 are the usual suspects). If the card is brand new and the right type, photograph the back and send it to support; we'll take it up with the processor.
My code has said "verifying" for a while.
Please wait and keep the page open. We check every code live with the card processor; it normally answers within seconds, but slow moments happen on their side. Entering the code a second time or starting a new order is what causes a single payment to land on two orders.
What currency are the prices in?
All prices are in US dollars. A gift card bought in pesos or another currency is converted by whoever issued it, at their exchange rate, so your final cost can be slightly above or below the number shown here.
Can I get an invoice?
Of course. The confirmation email already lists your order number, plan and the amount paid. For a formal invoice, reply with your order number and support will email it to you.
Your username, password and line
When does my line start working?
The minute your welcome email arrives — usually a few minutes after the code is approved. Inside are four details: username, password, server URL and an M3U link. No email after twenty minutes? Look in spam and promotions first, then write to support with your order number; the login is already created and we can send it again.
I deleted my welcome email. How do I recover my login?
Just ask support. We keep your username and password on your order, so deleting the email doesn't affect your line or your remaining time. Send us the order number, or the email address you bought with, and we resend everything.
Can I move my subscription to a new TV or phone?
Yes, whenever you want. Your subscription follows your login, not the hardware: install the app on the new device, sign in, done. MAG and Formuler boxes are the one exception, because we register them by MAC address — let support know before you replace one.
Can family in another city or country use my plan?
Yes. Plenty of our customers share one plan between their own home and their parents' house in another city or country — that is exactly what the multi-screen plans are for. The screen limit covers both homes together, though, so a two-screen plan means two streams in total, not two per house.
Does it work when I travel to Mexico or Latin America?
Yes. Your login works in any country and the whole catalogue goes with you. If playback is choppy on a trip, the cause is nearly always the hotel or airport network; using your phone as a hotspot usually fixes it.
How do I cancel my subscription?
You don't have to do anything. Plans are paid once for a fixed period and we never keep a card, so when the period ends the line simply stops unless you decide to buy again. There is no cancellation form and no notice to give.
Refunds
What is your refund policy in short?
Contact us within 48 hours of activation. If our support team cannot get the service working for you, we refund the full amount. The refund policy page lists the exceptions.
When can a refund be declined?
When the request arrives after the 48 hours; when the problem is clearly on your side — your internet or your device — and the checks we suggested were refused; or when the channel you wanted was never offered. Running a free trial first rules out all three.
How long does a refund take?
Most requests get a decision the same day. After approval, the money follows the payment processor's schedule, normally a few business days, and we email you once it has gone out.
Troubleshooting
Only one channel keeps freezing.
If every other channel plays fine, your connection is not the culprit — the problem sits with that one channel's source. Send us its name and the time it happened. In the meantime, check whether the same channel appears in another group: many popular Latin American channels have a second, backup feed.
All channels buffer, especially at night.
Evening-only buffering points to a crowded network, either inside your home or at your internet provider. Test it: connect a laptop or the TV to the router with a cable and open the same channel. Smooth on the cable means your Wi-Fi is the bottleneck — move to 5 GHz or add an Ethernet adapter. Still buffering on the cable? Send us the channel and the time.
The TV guide shows the wrong times.
When every listing is off by the same number of hours, the app is using the wrong time zone — common if you live in the US and watch channels from Mexico or South America. Change the time-zone setting inside the app; support can tell you where it is in your player.
The app closes when I open a big group.
Big groups hold thousands of channels, and older Firesticks or low-cost boxes don't have the memory to load them all. Build a favourites list and use that instead, and clear the app's cache from the device's application settings.
I entered my username and password and nothing plays.
Most of the time one character is wrong — passwords are case-sensitive, and on-screen keyboards make typos easy. Check the line on a computer: paste the M3U link into VLC. If it plays there, re-type the details on the TV slowly. If it doesn't play anywhere, contact support with your order number.
Some channels look less sharp.
Many Latin American networks broadcast in HD or Full HD, not 4K, and that is the quality you receive. If a channel that really is 4K keeps going soft, your app is reducing the bitrate because the connection dropped for a moment. The features page explains the 4K claim in detail.
Didn’t find your answer?
Message support before you buy — questions are answered with no obligation, day or night.