GRAIN / Support
We’re here to help.
Help with Grain, questions and new ideas. Write to us and tell us what you need.
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Tell us whether you use Mac, Apple TV, iPhone or iPad, your system and Grain versions, what you tried to do and what happened. You may attach a screenshot with private details hidden. Do not send passwords, private playlists or playback URLs.
Before you get in touch
Does Grain include content?
No. It is a player. You need an account with a compatible, authorised provider. The demo catalogue is fictional and plays an Apple technical test video.
How do I connect my provider?
Enter the server, username and password on the welcome screen or in Settings. Grain supports Xtream-compatible connections; generic M3U import is not available yet. Use HTTPS if your provider offers it.
What if a video won’t play?
Check your connection and account status. Try another title and try again. The format must be compatible with Grain’s playback engines. Ask your provider about catalogue, subscription or availability issues.
How does iCloud work?
Use the same Apple Account and make sure iCloud is available. Grain syncs connections and your personal library, not videos or the full catalogue. Check the iCloud status in Grain Settings.
How do I delete my data?
You can manage profiles and delete connections in Grain. Removing a connection keeps its library so you can recover it when you add the account again. There is no complete deletion button yet. Contact support for guidance; Animetra cannot remotely erase your private library.
Is Grain available for Mac, Apple TV, iPhone and iPad?
Yes. Grain 1.1 is available on the App Store for Mac, Apple TV, iPhone and iPad. Download it for free, explore the demo and try it for seven days before you decide.
Does a child profile block content?
No. Profiles separate personal experiences, but do not yet include a PIN or parental controls.
Why can’t I see a trailer or cast?
Not every title has a trailer or metadata available. A trailer may take a few seconds to load; you can read the details or play the content while you wait. Also check your preview preference: you can pause, mute or turn previews off.
How do I bring back the menu and filters?
On Apple TV, press Up twice from the catalogue rows to return to the first row, then press Up again to reach Search & filters. On iPad, use the sidebar arrow or swipe from the left edge to open it; swipe left within the menu to close it. On Mac, scroll up or use Search and filters. On iPhone, use the bottom bar and More.
Can I view the quick guide again?
Yes. The guide appears when you first enter the catalogue and you can skip it. Open it from Settings to see it again. It explains navigation, detail pages, favourites and profiles with instructions for your device.