Privacy Policy

When you create a MyTVGuide account, we collect:

• Your email address and, optionally, a display name.
• Subscription and billing status (plan, renewal date) — actual payment details (card numbers, etc.) are never stored by us; they're handled entirely by Stripe, our payment processor.
• Device identifiers for TVs/phones you link to your account, so we can enforce your plan's device limit.
• If you add a media source in the App: the playlist URL and credentials you provide, used only to load your channels and guide. They are kept in the App's private storage on your device. If the TV is linked to your account, they are included in its cloud backup (made when the TV is first linked, or when you choose Back Up to Cloud), sent over an encrypted (HTTPS) connection and stored in our cloud database (Google Firebase, which encrypts stored data at rest), where only your signed-in account can read them. They are not separately encrypted by the App.
• App preferences you set (theme, font size, language, etc.) and watch history/progress, so the App remembers where you left off — stored in our database and, for backup purposes, may also be synced from the App to your account.
• Support tickets and messages.What you write to us, our replies, the ticket's status, and which of your devices are linked to your account.
• Diagnostic reports, only when you choose Send channel diagnostics(called Send Diagnostics in older versions of the App). Technical information to help us find the cause of a problem: the App version, device model and device identifier; your Support ID and subscription state; your provider's server address (name and port, never your username or password) and a line ID, a one-way fingerprint of your provider username that lets us tell whether two reports come from the same provider line but cannot be turned back into the username; guide-download and connection results and error counts; and the picture and sound formats measured on your device. They also include the App's recent technical log lines, which can include the names of channels you played or previewed. When you send from the player, the report also includes the current channel's name and its picture and sound readings. Reports also include a summary of your favourite channels: each channel's name and stream number, whether it has guide data, its last play result and its measured picture and sound format. You are given a reference code so you can mention it in a support ticket.
• Provider check, saved for support: only if you choose “Attach to a support request”.A copy of a provider check is linked to your account so our support team can use it when you open a support request. It holds the provider's server name, counts and test results, never your provider username or password.
• Provider check results, only if you leave the box ticked.The App's “Check a provider” tool tests what a provider's service actually carries. If you choose to share the result, we receive the provider's hostname and the counts it reported — channels, films, series, how many channels claim a catch-up archive and how many delivered one — plus the App version. We never receive the username or password you typed, and the result is not linked to you, your account or your device. Untick the box and nothing is sent.

We do not sell your personal data. We do not monitor what you watch for advertising or profiling. Viewing-related information is stored only where this policy says so: watch history and progress, so the App can resume, and, when you choose to send them, diagnostic reports and support requests.

• To operate your account, subscription, and device list.
• To provide customer support when you contact us.
• To investigate and resolve problems you report, using the diagnostic reports and provider checks you choose to send.
• To send account-related email (billing receipts via Stripe, password resets via Firebase, and, where you've opted in, renewal reminders and product updates).
• To detect and prevent abuse of trial periods and device limits (for example, unusual device-registration patterns).

• Google Firebase (Authentication, Firestore database, Cloud Functions, Hosting) — our infrastructure provider.
• Stripe — payment processing and billing. Card details go directly to Stripe; we never see or store them.
• Resend — delivers account and support email, such as password resets, replies to your support tickets and notices before a ticket closes. We are moving email delivery to Resend from SendGrid (Twilio); until that move is complete, some of these emails may still be delivered by SendGrid. Support emails ask you to reply in your account portal; an email sent back to us is answered automatically with a pointer to the portal and is not added to your ticket. We do not sell client information to these or any other providers.
• Anthropic— only when our support staff ask for an AI analysis of a support request: the request's text and the diagnostic reports linked to it (which never include your provider username or password, and from which email addresses and account identifiers are removed first) are sent to Anthropic's Claude to summarise the evidence and draft a reply. A member of our staff reviews every draft; nothing is sent to you or changed on your account automatically. Under Anthropic's commercial terms, data sent through its API is not used to train its models by default.

Each of these providers has its own privacy policy governing how they handle data on our behalf.

You can export a copy of your account data or permanently delete your account at any time from your account portal (Profile → Export my data / Delete account). Deleting your account removes your profile, devices, media source records, and preferences, and cancels any active subscription. Some records (for example, billing history retained by Stripe, or logs kept for fraud prevention) may be retained as required by law or legitimate business need even after account deletion.

• Support tickets close automatically after 30 days without a new message from you or from our support team (we tell you 5 days before). A closed ticket, its messages and our internal notes about it are deleted 60 days after it closes, unless you reopen it by replying in the portal before then. Open tickets are not deleted. Deleting your account does not remove a ticket early; it follows these same periods.
• Diagnostic reports and provider checks saved for support are deleted automatically 90 days after they are sent, even if they are attached to a ticket; the ticket then shows that the report has expired.
• Anonymous provider-check results are not linked to you and cannot be retrieved or deleted per person.
• Our support staff use individual, restricted accounts. They can see your support tickets and the reports you send or attach, but not your payment details. Their access is logged.

MyTVGuide is not directed at children under 13, and we do not knowingly collect personal information from children under 13. We provide some parental and user controls that can be PIN-protected — please review our help files and documentation to set up and enforce your own rules. MyTVGuide assumes no responsibility or liability for how you manage and use these tools in your own environment.

Depending on where you live, you may have rights to access, correct, export, or delete your personal data, or to object to certain uses of it — including under GDPR (EEA/UK) and CCPA (California) where applicable. You can exercise most of these directly from your account portal: Profile → Export my data, Preferences → opt out of marketing emails, or Profile → Delete account to have your account and personal data removed entirely. You can also open a support ticket to request removal from any list or communication we maintain about you. We aim to action any such request within 30 days.

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the date at the top of this page.

Questions about this policy or your data: open a support ticket from your account portal.