Get in touch
Talk to the Castonex support desk
Setup help, billing questions, channel enquiries or a line that needs moving to a different server node — the desk is staffed every day of the week.
Home/Contact
[email protected]
Replies typically inside one hour.
Fastest route for anything urgent — screenshots of the error screen speed things up considerably.
Hours
Seven days a week, across AEST and AEDT. Activation requests are handled outside business hours too.
Correspondence
Level 12, 200 Queen Street
Melbourne VIC 3000, Australia
Write to the desk
Describe the screen in front of you and name the hardware it is running on. Specifics shorten the conversation considerably, and the majority of enquiries close inside one reply.
Before you write
Three things that resolve most tickets instantly
Force-close the app
After a playlist change, IBO Player needs a full restart rather than a background refresh. Close it entirely and relaunch before anything else.
Check the MAC matches
If the channel list is empty, confirm the MAC address you used in the portal belongs to the device you are actually watching on. This is the single most common cause.
Read the relevant step
Our setup guide is written screen by screen, and the FAQ covers the connection and device questions we field most often.