Send a useful support request

Use the official support address

Email [email protected] for Odyssey app, account, profile, guide, source-management or purchase questions. Start with the outcome you wanted and the exact point where it failed.

Odyssey supplies no media. If a provider has removed a title or denied access to its account, describe that distinction clearly. A support request cannot grant media rights or restore a provider's missing file.

Include a short reproducible sequence

1. Identify the device and operating-system version.
2. Open Settings → About and record the Odyssey version; include the build number if displayed.
3. Name the screen and exact control you used.
4. Write the shortest sequence that reproduces the problem.
5. State what you expected, what happened instead and any visible error wording.
6. Include the approximate time and time zone, especially for intermittent failures.
7. For playback, include the source type, title and episode or edition, without private connection details.

Useful comparisons include “one title fails but another plays”, “local playback works but AirPlay fails”, or “the same profile differs on these two devices”. Say which tests you actually performed rather than describing a suspected cause as established fact.

Prepare a support summary when relevant

1. Open Settings → Sources → Provider Health.
2. Check the relevant source's status, last successful refresh and any last failure.
3. Choose Export Support Summary.
4. On iPhone, iPad or Mac, Copy Source Summary is also available.
5. Review the resulting information and attach or paste only the relevant material into your request.

On Apple TV, the export presents a support-summary view; the copy action is limited to the non-TV platform branches. Where Kids protection restricts settings, complete the appropriate owner approval. Ordinary adult troubleshooting does not require a routine owner-PIN step.

Treat diagnostics as a separate choice

Settings → Advanced → Open Diagnostics lets you inspect diagnostic information. Share remote diagnostics is an optional setting for remote submissions. It is not the same as composing an email, and you should not assume toggling it automatically creates a support conversation.

The interface says remote diagnostics filter credentials and complete stream URLs, but you should still review any screenshot or copied text you choose to share. Turning the setting off deletes queued uploads in the implemented flow; this guide makes no wider retention or response-time promise.

Leave credentials out

Do not email provider passwords, access tokens, management codes, payment details or complete private playlist and stream URLs. Redact them from screenshots as well as text. A code visible behind an error dialog is still visible to anyone receiving the image.

You can normally describe a source as “my Jellyfin server” or “my authorised Live TV provider” without exposing its address. If the host name itself contains private information, omit it until an appropriate support process establishes what is needed.

A concise playback report

Subject: Apple TV — one episode fails after source selection

“On my Apple TV, Odyssey [version and build] opens the detail page for [series, season and episode]. I choose Play, select the source named Home Library, and see ‘Stream unavailable’. This happened around 20:15 BST on [date]. Another episode from the same server plays. I have attached the relevant support summary with private details removed.”

This example separates the actual observation from an unproven explanation. For a layout or accessibility issue, replace the playback comparison with the affected screen, input method and focus behaviour.

After sending

Keep your original report and note any later change that affects the result. If you find a repeatable workaround, reply with the exact steps and their limits. Avoid sending repeated requests with conflicting device or profile details.

When will I receive a response? This guide does not establish a response-time guarantee.

Must I enable diagnostics? You can describe the issue and provide relevant details without enabling remote diagnostics. Choose the diagnostic option deliberately.