Help
The most common questions, answered honestly. If yours is missing: we read the addresses below ourselves.
Common questions
Zapello starts, but I cannot get in.
The beta is closed: without an unlocked account the app shows the waitlist screen. You can check your state any time in your account on this website — it shows the same thing the app does.
Where does Zapello get channels or films from?
It does not. Zapello is a player for access you already have — we supply no content, recommend none, and do not answer questions about providers.
My playlist does not show up on the TV.
The app syncs on launch. Close the app on the TV completely and open it again — it will fetch your account state. Both devices need to be signed in with the same email address.
What happens to my credentials?
They are encrypted on your device before they reach us; they are only readable on your signed-in devices. We keep the key apart from them in a hardened key service — and if you would rather we held nothing, switch on “Enhanced privacy”.
How many devices can I sign in?
Five at a time. You can see and manage them in your account — browser sign-ins do not count.
The app shows a code like ZP-2001. What does it mean?
Every code has its own page with plain language and next steps. Enter it below or go straight to zapello.app/en/e/ZP-2001.
Look up an error code
Is there a code like ZP-1234 on your screen? Each page explains what it means and what you can do.
Direct line
For problems and errors: support@zapello.app. For ideas, wishes and anything roadmap: info@zapello.app. We answer ourselves, usually within a day.
support@zapello.app
info@zapello.app