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In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online.
HELP DESK

NEED TO TALK TO SOMEONE? WE'RE HERE TO HELP.

Concord, North Carolna

"Transferring expertise...Globally!"

FAQs

Q: Who can I call about commission checks?
A: You can call Customer Service at 949-988-9000.

Q: How do I know if or when my check will be sent to me? 
A: Checks are sent out two weeks after the following Sunday the transaction has occurred.

For example: If you make a sale on a Wednesday, your check will be mailed two weeks after the pay period ends (pay period ends Sunday).

Q. Where may I find a copy or the PDF file of the Compensation Plan? 
A: You can find a copy of the compensation on plan in your back office under "Online Library.”

 

Q: Can I just give you my credit card over the phone and buy a BTVi3 right now? 
A: Yes! How many would you like? 

Q: Can I buy BTVi3's in bulk?
A: Yes bulk orders can be made through an administrative staff member.

Q: How do I change payment info for my monthly auto-ship? 
A: First log into your back office. If you hover over shopping cart a hover menu pops up. Choose auto ship management. Click edit auto ship and you can make any necessary changes from there. 

Q: Can I use multiple credit cards? 
A: Yes, You need to call in to make the purchase with an administrative staff member. 

 

Q: How can I check if my products have already been shipped out to me? 
A:  Please log into your back office and look up your personal order history by hovering over the shopping cart tab and order history. From there click on view summary. If your order has shipped, there will be tracking information under shipping method and tracking information.

Q: How long does it take to receive an order? 
A: Shipping and handling times may vary but most orders are usually received in 3-5 business days. 

Q: Can Legacy Direct make International Shipments to other countries? If so, which countries? 
A: We will ship to all 50 states in the USA and to Canada. (Duties and/or taxes paid when package arrives at country of destination's port are to be paid by the receiving party) 

Q: How can I check if my products have already been shipped out to me? 
A:  Please log into your back office and look up your personal order history by hovering over the shopping cart tab and click on order history. From there click on view summary. If your order has shipped, there will be tracking information under shipping method and tracking information. 

 

Q: What is the BTVi3? 
A: The BTVi3 is a media player that allows users to play and view most videos, music, such as podcasts from the Internet, and all common digital media files from local and network storage media. 

Q: Will 1 BTVi3 work for the whole house? 
A: Each TV needs to be connected to it's own BTVi3.   

Q: What do I do if my BTVi3 screen is just black? 
A: If your BTVi3 screen is black please force quit the application by holding down the home button for 3 seconds and clicking on Force Quit. From there please restart the BTVi3 app. If the problem persists we can walk you through a Factory data reset of your BTVi3 by calling 949-988-9000. 

Q: What do I do if my BTVi3 app or other Apps are missing? 
A: If the BTVi3 app is missing we will send you an email on how to reinstall the BTVi3 app. If any other app is missing outside of that then you can re-download them via the Google Play Store. 

Q: Please help me set up my BTVi3/BLocal Antenna? 
A: To set up a BTVi3 correctly all you need to do is make sure the HDMI cable is connected correctly to your TV, the BTVi3 is connected to a power source and it is connected to the internet via Ethernet or Wi-Fi.   To connect your Blocal please make sure that the coaxial cable is plugged into your tv, it is connected to a power source via usb cable and that the antenna is properly placed for optimal signal.  

Q: Why does my BTVi3 say 'BTVi3 not Responding' and shuts down occasionally? 
A: Occasionally the BTVi3 media player will crash which is absolutely normal for all electronic devices. As long as the issue does NOT persist consistently it is fine if it happens occasionally. Outside of that please call Customer Service at 949-988-9000.

Q: What should I do if my BTVi3 won't update and keeps saying Updater Failed? 
A: Please call Customer Service so we can help you perform a factory data reset. Once your BTVi3 has restarted then you can re-download the update. If your BTVi3 app is missing please make sure to have the instructions necessary to reinstall sent to you. 

Q: My BTVi3 keeps on Buffering? 
A: Your BTVi3 will usually buffer because of a slow internet connection. After performing a speed test on your BTVi3 either call your Internet Service Provider to upgrade your internet package or if the speed is adequate please choose another stream to work with as the bandwidth on that specific file might be not enough to enjoy the content being streamed. 

Q: No Streams or Content are available on my BTVi3? 
A: If streams are not available for the item you are trying to stream it is simply either not available, or it is not found on the internet at the time. If it is currently not available check back in a few days to see if there is an available stream. 

Q: My BTVi3 is getting too hot! 
A: If your BTVi3 is too hot we suggest that you keep the room in which the BTVi3 is in at working temperature or purchase a Bcool which will keep your BTVi3 running with proper circulation.  

Q: Why can't I watch anything on my BTVi3? 
A: Please go into the app "updater" within the apps folder and click "Download". Please allow 10-20 minutes depending on your internet connection for the download to successfully install on your BTVi3. Once you see "Installation successfully completed" you will be able to use the BTVi3 app to enjoy your desired content. 

Q: How do you have all of this content? 
A: We do not host nor own any content available on the BTVi3 outside of our exclusive media. Anything you may come across that does not have our logos or branding is owned and developed by third party developers.  

Q: My BTVi3 is connected to the internet but it won't load anything. What's going on? 
A: Verify the internet connection. Verify if by Ethernet or Wi-Fi. If Ethernet is connected make sure Ethernet is securely connected to both ports on Ethernet port on router and BTVi3 and that the Ethernet option is turned on in the BTVi3. If Wi-Fi make sure that Wi-Fi is on, selected and under the network name it says 'connected'. If using WIFI make sure Ethernet is off(vise versa)(only one can be on at a time). If all of this is correct your BTV is having an issue, please call to be shown how to perform a factory data reset. If the problem persists please send in the unit. 

Q: What does it mean when it says Script Failed/Error? 
A: If you get that sort of error please continue down the list of available sources to find a good link. That can mean a couple of different things. It usually will mean that the file you were trying to access has been moved, modified or deleted. All of this is done at the owner of the files discretion as we do not own or host any of the content that is accessed outside of our exclusive media.  

Q: My internet is good but the stream keeps freezing. What's going on? 
A: Keep choosing a different stream till you find one that doesn't have a buffering issue. (There is one of 2 issues happening here. Either the bandwidth is getting "bottle necked" at the hosts end or the users end. If the user has reliable internet then its most likely happening on the hosts end. Choose a different source to fix the problem.) 

Q: Can I use my BTVi3 in another room? 
A: You can unplug the BTVi3 and set it up in another room; but we highly recommend having one BTVi3 per TV in your home, RV or apartment. 

Q: Can I see local channels on my BTVi3? 
A: You can access local channels through our product Blocal which will give you free access to local channels in your area.                  

Q: Will this work out of the country? 
A: Yes! As long as the BTVi3 is connected to the internet and is receiving a minimum connection of 10 Mbps you can access the content anywhere in the world. 

Q: How strong of an Internet connection do I need? 
A: We suggest a minimum internet connection of 10 Mbps. The ideal connection is 20+ Mpbs to ensure optimal user experience. 

Q: Can I use my own game controller? 
A: There a game controllers that are compatible with our system but we suggest that you use the approved model(s) available to assure performance. 

Q: How do you set up the PX4TV? 
A: You can call Customer Service at 949-988-9000 

 
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