FAQ

I'm on the home screen of the Surge app but it will not load live, series, or movies. What do I do?

Force stop your app and restart. Go to your firestick home screen, settings, manage all applications, down to Surge, force stop. Then restart app.

Still having an issue after that. On surge app in bottom left corner tap settings (the gear icon on the bottom left side of the screen). Add new playlist. Use your same login. Your login can be found in your email by searching " get surge login ."

How do I make my payment?

You can make your payment directly on our sit by choosing the number of connections and number of months that you would like.. All payments are self pay and there is no auto draft. Use the same email address when making your payment every time. Your email address is what ties to your account. If a payment is made using a different email address and a username and password is created for that address - we can not move the time over. You will have to add the new login information to your Surge app.

I sent customer service an email and no one responded. Why?

To keep the service cost down to a reasonable amount and then pass those savings to our customers - Our customer service is is available Monday through Friday from 9am to 8pm CT. We are closed on weekends and all major U.S. holidays. Any email sent over the weekend will be responded to on the following business day. Most questions that require an immediate answer such as trouble shooting can be found on this page.

I can't remember my username and password to add it back to the Get Surge app.

Search in your email that was used for signup for the subject line "Get Surge Login".

What devices are supported?

Currently ONLY the Amazon Fire stick and also all android devices. More devices will be added in the future.

When will I receive my account information?

You will receive your account within 4 hours between 9 am and 8pm CT Monday through Friday. Please check your junk and spam folders.

What speed internet do I need?

Internet speed of 30 MBPS is recommended for smooth streaming.

Can I watch on multiple devices?

Yes with the purchase of multiple connections. If you attempt to watch the service on more than the number of connections (at the same time) being paid for it will cause repeated buffering. Also, it possibly can lead to your service being terminated.

It seems like I keep running into buffering. Why?

We typically do not see buffering with our service. If you are using a VPN, it will slow down your internet speed which effects streaming service. Also, if there are multiple connections to your WIFI understand its pulling in multiple ways. We would suggest once a week or so resetting your router. How? unplug for 30 seconds and plug right back in.

How do I cancel?

All accounts are self pay. When your time purchased comes to a close your account will automatically disconnect.

Can I get a refund?

No refunds including for poor internet connection. There are no contracts or hidden fees therefore you cancel at anytime. When your service becomes active - its active for the time period that is initially selected by you. There are absolutely no refunds on any package purchases. A trial is also available if you would like to test the service before purchasing a full subscription. All payments are self made and not automated.

How can I change packages/ number on connections?

When your service becomes active - its active for the time period that is initially selected by you. If you decide that you would like to increase or decrease the number of connections that you have - send an email to support@getsurgetv.com with the requested package that you would like to change to. Please note that it will go into effect when your current package is complete. If you want it to go into effect immediately - you will be billed for the full amount of the package that you would like to change to. We are unable to just "charge the difference."

Can I use on Roku?

At this time Surge TV is not available for Roku.

Sometime my stream seems to buffer and at other times it does not - why does that happen?

During peak usage times (think “internet rush hour”), there might be excess data competing for limited bandwidth on the local network infrastructure. Thus, network congestion can cause bandwidth usage problems. These problems lead to high latency, a.k.a. slowdown. That unfortunately is not within our control. Also if you are paying for 1 device and attempting to use on more than number of devices you are paying for - it will cause buffering.

I see a can't connect server error when I type in my username and password on the app. My service will not connect - What can I do?

That may occur with certain internet providers and also if you have a WI-FI extender. First and foremost- double check you are typing your username and password exactly as it was sent to you. The username and password are both case sensitive.

If your VPN that you currently have is not compatible with Get Surge TV- turn it off- and then attempt to log on.

This is Internet Protocol Television. We mention this to remind consumers that there is a difference between it and cable. Occasionally you may run into a minor technical issue based off of it being IPTV and relying on servers. That is part of the reason you are able to pay less than you would with cable. However typically issues are resolved quickly.

We can control our service however we cant control the consumers internet connection, internet provider, or their android device. We can and absolutely will attempt to troubleshoot with you if needed. If we log in using your credentials and are unable to duplicate an issue than unfortunately it may be an issue we can't resolve for you. We will try.

On firesticks try to keep at least half of your storage space free and available for Get Surge TV. It would be better to use a stick strictly dedicated to IPTV.

My EPG will not load - what do I do?

On your Get Surge IPTV home screen click on settings (the gear icon on the bottom left side of the screen). After that is selected now press EPG. Click refresh EPG. You will see a green check mark when it has been downloaded.