Support
Here are the most common STBAir questions for activation, portals, billing, and device details.
Frequently Asked Questions
How does the 1-week free trial work?
STBAir includes a 1-week free trial for new devices. During the trial, you can use the app and connect your portal normally. When the trial ends, custom portal access is blocked until you activate a paid plan.
How do I activate STBAir with a license code?
Purchase the plan that fits you on our Pricing page. After checkout, your license code will be available in your Account Dashboard. Then open the activation screen inside the app, enter the code, and submit it to unlock portal access based on your plan.
Why is STBAir showing only the Demo Portal?
This usually means the device is not active, the trial has ended, or the app could not confirm the device status. If your app is already active, open the Portal screen and reconnect the portal you want to use. If local data was cleared, add the portal again or select it from the saved portal list and connect it from there.
How do I add or edit a portal?
You can add or edit a portal from inside the app or by using the QR setup flow. Enter the portal name and portal URL carefully. If the portal is already saved, you can edit it and reconnect from the Portal screen.
What does “Set as default and connect after submit” mean?
When this option is checked, STBAir saves the portal, marks it as your default portal, and switches the app to that portal after submit. If it is not checked, the portal is only saved and will not connect automatically.
How do I find my Virtual MAC or Device ID?
Open the STBAir app and check the main screen or settings area. Your Virtual MAC and Device ID may be requested by support to help identify the device correctly and review activation or portal issues.
Why is my portal not connecting?
The most common reasons are an incorrect portal URL, provider-side access issues, expired service, or the device not being registered on the provider side. First confirm the portal URL is correct. If you recently changed or updated the MAC address, ask your provider to reset, reboot, or clear the previous MAC on their side so the new MAC can connect properly.
How do I transfer my license to another device?
If your plan allows transfers, you can move the license from one device to another. Transfer limits depend on the plan you purchased. If you reach the transfer limit, contact support before trying again.
Can I transfer my license from Roku to FireStick or from one platform to another?
Yes. Your license can work across platforms, including Roku, FireStick, and other supported devices, as long as your plan still has available transfer limit. If no transfers are left on the license, contact support before moving it to another platform.
Where can I find my invoice or billing details?
Your billing details and available invoices can be found in your Account Dashboard. If you cannot find your invoice, contact support with your purchase email and we can help locate it.
Reseller Panel
We are preparing a reseller panel where you can update your client's portal and MAC address, ask them to restart the app, and let STBAir load the default portal in two simple steps.
If you want to become a reseller partner, leave your details and our team will contact you.
Still need help?
If you can't find the answer you're looking for, send us a message and we'll help you from there.