GLWiz FAQ

What is GLWiZ?

GLWiZ is an IPTV service that enables customers to watch their favorite international programming in high quality. GLWiZ can be used on existing computers, televisions, and on a variety of other platforms without the need for satellite dish installation and restriction.

What is your contact information?

By phone: 1-866-236-2026 or 905-762-3570
By fax: 1-866-236-5884 or 905-709-1910
By e-mail:support@glwiz.com
By online chat: click on “Start Chat” in the contact us page: www.glwiz.com
Facebook: www.facebook.com/GLWiZ

What are the customer support hours of operation?

Our multilingual Customer Support Team is ready to assist you with your inquiries and concerns, 24 hours a day, 7 days a week, 365 days a year.

Do you offer customer support in my language?

Presently we offer support in English, French, Spanish, Farsi, Cantonese, Mandarin, plus many more languages.

What do I need to start using GLWiZ?

Depending on the platform you are watching GLWiZ on, the requirements may be different.

High-speed internet with minimum bandwidth speed of 2.0Mbps from our servers (you may test this on our home page)
A "Router" only if you already have a computer that is connected to the internet or wish to set up your box wireless
GLBox if you are looking to watch on your TV (all the necessary cables are sent with GLBox)
A television or computer
Smart Device The GLWiZ Application can be found on a variety of Smart Devices

Depending on the platform you are watching GLWiZ on, the requirements may be different.

What content do you provide with GLWiz subscription?

Television

Channels broadcasting in Iran
Persian channels broadcasted in North America and Europe
AKATAA Channels (Afghan, Kurdish ,Assyrian, Tajik, Azeri and Armenian)
Internet TV Link Channels **GLWiZ does not guarantee the quality or contents of these channels. They broadcast through links and may change/be removed at any time, without notice.

Radio Stations

Radio stations broadcasted in Iran, North America and Europe

What is VOD (Video On Demand)?

Video on Demand allows viewers to watch their favorite movies and TV shows at times convenient to them.

With VOD:

Watch programming at your leisure
Vast selection of programming to choose from
Pause, resume, rewind, fast forward and restart at your discretion
Customize your selections & only watch what you want
Over 600 Farsi TV Series, available 24-hours after they air in Iran.

Can I watch GLWiZ on my SmartTV?

The GLWiZ application is available on the following devices: Samsung Smart TVs and Samsung Blu-ray Players with Smart HUB, LG Smart TVs, Android Smart TVs and Android Smart TV boxes with Google Play store.

Am I eligible for a 30-day free trial on my Smart Device?

All Smart Devices that have access to our GLWiZ Application will be eligible for a 30-day free trial.

I live in an apartment. Can I use GLWiZ?

Absolutely! GLWiZ is not restricted by satellite dish limitations. No cables or outside installation required. If you have high speed internet, you can use GLWiZ. From a house to a condo, downtown or in the suburbs, even in rural areas – you can use GLWiZ anywhere.

What are the available payment methods?

Credit Card – VISA, VISA Debit, MasterCard, MasterCard Debit
Cheque – only accepted from North American customers – allow 1 week for processing
Money Order – processed on day of receipt

Is there any commitment or contract involved?

No, none whatsoever- there is no contract, and no commitment. You only pay for the time period you purchase. Monthly subscriptions can be cancelled any time prior to the start of the next billing cycle. Smart TV Subscriptions always have an auto-recharge feature active. Pre-paid subscriptions are non-refundable, but once they expire, there is no commitment to renew if they are not set for auto recharge.

How do I update my credit card information?

To change or update your profile, please contact our Customer Service Department at 1-866-236-2026. You can update your information online by visiting www.glwiz.com, logging into your account and clicking on the “My Profile” link.

Can I transfer my GLBox to someone else?

Yes you can. But please make sure you update the account profile with the correct owner information. You can do this online, by visiting www.glwiz.com logging into your account and clicking on the “My Profile” link, or by contacting our Customer Service Department at 1-866-236-2026. This is especially important for our subscription users who have pre-authorized monthly credit card payments.

I am moving. Can I take my GLBox with me?

Yes, of course you can. You can use your GLBox anywhere with high-speed internet access - for best quality service, make sure you have a minimum download speed of 2.0Mbps. Don’t forget to update your profile online at www.glwiz.com, or through Customer Service at 1-866-236-2026.

I have 1 GLBox. Can I watch GLWiZ programs on more than one television in my house?

No. Your GLBox is programmed to transmit content, to one television. Although you can connect more than one TV to the GLBox, the programming will be the same on all TVs. If you wish to watch different programs on different TV sets, you will need to purchase more than one GLBox. Sometimes certain businesses such as restaurants show programs on multiple TV sets. This is possible through one GLBox that is connected to multiple TVs. However all TV sets will be showing the exact same program. If you wish to watch different programs on multiple screens, you will need multiple GLBoxes, each with its own internet connection and subscription.

I have two Smart TVs at home, how can I use the GLWiZ Application on both?

You will have to purchase a separate subscription for each Smart TV you plan on using the GLWiZ Application on. All your Smart TVs can be under one account and paid for with one credit card, however each TV needs its own subscription.

Can the GLBox record the programs I want?

The recording feature is only available on the GLBoxHD-200 and GLBoxHD-400. Both boxes have an internal memory limit; however, you can always expand the memory with an external memory drive.

What is My Favorite Channels?

You can select the channels you watch the most, and get to them faster by adding them to the “My Favorite Channels” list.

My TV is quite old, and I don’t have enough connections/inputs on the back. Any suggestions?

Here are a couple options you should try. If your TV does not have RCA connections RED, WHITE, YELLOW ports, but has the round TV CABLE (COAXIAL) connection you need to get an "RF Modulator", available at most electronic stores. If your TV has RCA connections, but it is already in use by another device, you need an A/V switch, also known as an Audio/Video Selector, to expand the number of RCA connections.

What level of picture and sound quality should I expect?

The quality you receive depends entirely on the bandwidth you have available through your internet provider. If you find that your picture is freezing during viewing, this is most probably due to a sudden drop in your available bandwidth. GLWiZ monitors and automatically adjusts the bandwidth, to ensure uninterrupted service. We broadcast the highest quality possible for the channels we offer. Many international channels may not adhere to the quality standards that we are used to; as a result, some channels may not exhibit high quality picture; we cannot increase the quality of the signal we receive. For the highest quality service, we require a minimum 2 mbps speed from our servers. Remember, the higher the bandwidth, the better the quality.

What are the contents of GLBox package?

GLWiZ SmartBox
Remote Control (2 x CR2032 batteries included)
RCA Cables
Power cord
RJ-45 (Ethernet) cable
User Manual
HDMI cable

Will this service be available in my area?

This service is available anywhere in the world through as long as there is a high speed internet connection with bandwidth speed of 2.0 megabits or higher.

Can I use YouTube or Netflix on my GLSmartBox?

Our GLSmartBox has access to a variety of internet Apps like YouTube and Netflix that can be used. You will require a separate subscription for premium Apps that require one.

I forgot my password. What should I do?

Visit Sign In Page, enter the email address you registered with and click "Submit". We will send your password to the email address provided in your profile.

How do I change my password?

You may change your password by logging into your account and going to My Profile. There you will find an option to change your password.

I've asked to have my password e-mailed to me. Why haven't I received it yet?

No problem! Simply contact Customer Service and one of our Customer Service Representatives will look into the status of your request, and if necessary, reset your password manually, and email it to you.

What is my profile?

My Profile is the information about your GLWiZ service. While you are logged in to your account, you can view your transaction history, and your GLWiZ service information. You can also update your profile details, like address and credit card information.

How can I order the GLBox?

There are three ways to do this:

ONLINE – visit www.glwiz.com, select your desired package and click on “Order Now”
BY PHONE – Call our Customer Service Department at 1-866-236-2026
THROUGH A RESELLER – Locate your nearest Reseller by visiting www.glwiz.com and clicking on “Worldwide Resellers”

How do I receive the box after I place an order?

Your GLBox will be shipped to you via UPS (United Parcel Service). A tracking number will be emailed to you, once the package is shipped.
We also have a pickup location in Toronto, Canada. Please note that pick-ups will take 24 hours to process, and must be arranged in advance.

How much does shipping cost?

Prices vary, depending on region and service.

How long does it take for my GLBox to arrive?

It takes 24 hours to process your order and ship your GLBox. Standard shipping takes 5-7 business days. Overnight delivery is also available, at an extra cost. A tracking number will be emailed to you, once the package is shipped.

What are Customs and Duty Fees? Why should I pay for this?

Every country charges the recipient of an internationally purchased product, a customs tariff, based on the importer’s Border Agency calculation and the recipient is required to pay this surcharge. Rates vary depending on country. Your local border agency will be able to provide you with more information about the charge amount.

Please note that you MUST pay this when requested by the Border Agency of your country, when you are being delivered the GLBox. Also, note that these fees are entirely separate from the shipping charges and are not the responsibility of GLWiZ.

How can I get a token code for my new Smart Device so that I can start the free trial?

Please visit the “Order Now” section of the website, select “Register” under the Smart TV section, register an email address, you will be sent an email from the website with a verification number, please enter the verification number on the website (Not the TV), then select the type of device you want to get the token code for, finally enter the token code on your TV screen and enjoy the free month of service.

Is there a difference between the free trial service versus the paid subscription?

No, the service is exactly the same whether on free-trial or on a subscription. The free trial period is meant to help you test the service and see if it works well for you.

What subscription plans do you offer?

Subscription plans differ depending on the package and platform you select. For more details, go to www.glwiz.com, select your package and go to the order now page to view all available options.

What does the term “the life of the box” mean?

In the case of unlimited subscriptions, if in the future your GLBox’s life expires, so does your subscription. You cannot transfer your subscription from one box to another, as each subscription is specific to the box it was initially purchased for/associated with. An extended 3 year warranty is available for purchase when ordering your GLBox.

How can I pay for my monthly subscriptions?

The monthly subscription fee will be automatically charged to the Credit Card that you provided at the time of purchase. Please note that we do not provide our customers with monthly statements. You can review all transactions from your profile page after you log in.

Can I cancel my GLBox subscription at any time?

Yes, you can cancel your subscription without being committed to any condition or paying any extra fees or penalties. Please note we do not refund unused prepaid subscriptions. Please review our terms and conditions for more details.

How do I cancel my GLBox subscription with GLWiZ?

Just send a “cancellation request” to us. You can do this online, by accessing the “Contact us” page on our website, or by calling our Customer Service Department at 1-866-236-2026. If you wish to continue the service until your next billing date, you must specify that at the time of your request, otherwise, your account will be cancelled IMMEDIATELY. We can also keep your account “dormant”, should you wish to halt the service for a period of time, and reactivate at a later date. A $20 USD reactivation fee is charged for this service.

If I cancel my GLBox service, and want to renew my account at a later date, can I use my prior account information?

Yes. You can suspend your account anytime and reactivate it later. However, your account will be subject to a $20 USD reactivation fee.

How do I renew my subscription for the GLBox?

Renewing your GLBox subscription can be done in any one of the following ways:

Expired Subscription (Pre-paid account):

Visit our Renew/Extend Subscription page and renew your subscription by adding your Customer ID and the MAC Address of your GLBox, and selecting your desired subscription term.
You can also call Customer Service at 1-866-236-2026 and renew your subscription, by providing the required information over the phone.
***There is no reactivation fee charged for expired accounts.

Blocked Subscription:

Call Customer Service at 1-866-236-2026 and renew your subscription by providing the required information over the phone.
***A $20 USD reactivation fee will apply.

In both cases, once the payment is processed, your GLBox is automatically recharged.

How can I pay for my GLWiZ Subscription on my Smart Device?

The GLWiZ Subscription can be monthly, 6-month, or a yearly package. All of these subscriptions are automatically charged to the credit card on file.

How can I cancel my GLWiZ subscription on my Smart Device?

You can cancel the subscription on your GLWiZ Smart Device by contacting customer support before the subscription has renewed for a new monthly, 6-months, or yearly term.

I have recently changed my Smart Device, but I had a subscription package on my old one, how can I transfer my subscription to my new device?

You can transfer the remaining time from your old device to your new device by registering the new device under the same account. For some devices, this would require you to purchase a minimum subscription of one month before the device is registered. Once the new device is registered under the same account as the old device, we transfer the subscription time between them.

How can I not sign up for the automatic renewal of my subscription for the GLWiZ App?

Once you have registered and paid for a GLWiZ App Subscription, you need to contact our customer support department and inform us about your decision to not have auto-recharge.

How can I install GLBox? Is it complicated?

Connecting the setup box is very simple - for detailed instructions, refer to the manual that came with your package. Don’t forget that our knowledgeable Customer Service Representatives are here to assist you with your questions. If in doubt, please call Customer Service at 1-866-236-2026.

Is my GLSmartBox wireless compatible?

Yes it is. Please note you would need a wireless router as well.

Will the website service work on any computer platform?

Yes, it will work on all computers using the Windows 98, ME, 2000, XP, Vista Operating Systems, as well as Apples/Macs.

If you are unable to watch GLWiZ on your computer, please call customer service at 1-866-236-2026.

Why do I have frequent/unpredictable freezing or interruption in the service?

Internet bandwidth speed is the most important factor in getting smooth and functional/reliable service. GLWiZ strives to provide customers with the best service available, however if your internet provider is incapable of providing you with a stable and sufficient bandwidth speed, the picture and sound are likely to be interrupted and freezing may occur.

What is the bandwidth limit, and why is it strongly recommended to turn off the GLBox when not in use?

The nature of IPTV (i.e. GLWiZ) is such that while you are watching this type of service, bandwidth is being consumed. Your internet provider usually has a monthly bandwidth limitation on your connection per month. You can keep your GLBox plugged into a power outlet; however, we recommend you to turn off the unit when you are not watching the channels. Note that this limit is set by your internet provider not GLWiZ and GLWiZ is not responsible for any additional fees charged to the customer by the Internet Service Provider for increased bandwidth consumption.

What Video and Audio ports does GLSmartBox have?

Currently GLSmartBox supports RCA Video and Audio connections, and HDMI connection.

How do I enter my GLSmartBox setup?

You may enter your box setup by pressing the Main Menu on the remote, select Settings and go into Set-Up.

I can no longer find the GLWiZ Application on my Smart Device, what can I do?

The GLWiZ Application may be deleted from your Smart Device if your device has undergone a software update or has been reset to factory settings. You simply need to re-download the App from the appropriate App Store on the device.

The GLWiZ Application does not open fully, gets stuck in the loading page on my Smart Device, what can I do?

Whenever the GLWiZ Application gets stuck on the initial loading page, it means that the App does not have a valid connection to the internet. You should double-check the internet connection in your home and on the Smart Device.

I have downloaded the GLWiZ Application on my Smart Device, but the Application is free-to-use and does not allow me to upgrade to premium, what is the issue?

It is likely that your Smart Device has a software version that is meant for mobile devices and handheld devices. The software needs to be compatible with our premium App.

What is the return policy for GLBox?

If you wish to return the product for any reason, please check section 5 of the Terms and Conditions outlined in our LEGAL page.

What is the return policy for accessories?

Accessories can be returned 30 days after date of purchase in perfect resalable condition. We do not accept accessories after 30 days.

What is the cancellation policy for web subscriptions?

Subscriptions for web-viewing are charged on a monthly basis. If you wish to cancel your subscription, a refund will be issued for unused full months only.

How long does it take to receive my refund after returning the GLBox?

Refunds are processed after we receive your box, and may take up to 10 business days.

What is the manufacturer warranty on the GLBox?

The warranty covers both the hardware and software, for a period of one year from the first connection date. As long as you have not intentionally damaged the hardware, or manipulated the software, the unit will be covered under warranty for one full year. Please refer to the Terms and Conditions of GLWiZ for further details.

What if my GLBox is defective?

If you think your box is defective, please contact customer service at 1-866-236-2026, and ask for technical assistance. If the troubleshooting process does not resolve the problem, the technical support representative will inform you of your options, and help you to initiate the return/exchange procedure.