FAQ
TREX OTT Reseller FAQ
What you are buying, how credits behave, what can and cannot be branded, and who supports whom.
Are you a viewer rather than a reseller? Questions about plans, devices and setup are answered on the TREX TV FAQ. This page is for people running a reseller account.
Buying in
What am I actually buying?
Credits, plus access to a reseller panel. One credit activates one subscription month for one of your customers. You create and manage those customers yourself — see the panel.
Can I see the panel before paying?
Yes. The simulator is the real interface with no login and no sales call in front of it. Account-sensitive functions are disabled; the workflows are not.
What do credits cost?
The pack table on the reseller panel page is the price list. The Starter pack has an online checkout; larger packs are invoiced by sales.
How much will I earn?
We are not going to tell you, because we cannot know. Your margin is your selling price minus the credit cost, and your selling price depends on your market. Earlier versions of this site carried a return-multiple claim; it has been withdrawn because there was nothing behind it.
Is there a minimum term or a contract for the panel?
You buy credits; there is no separate subscription to the panel. Anything beyond that is whatever you agree with sales, in writing.
Running the account
How do credits get deducted?
At creation, for the full term. A twelve-month line costs twelve credits the moment you create it, not one a month. Connections do not multiply the cost — see how credits work.
What happens if I run out of credits?
Existing lines keep running to their expiry. You cannot create or renew until you top up, which is why running to zero at month end loses customers. Request credits from inside the panel.
Should I terminate a customer who has not paid?
No — suspend. Suspension is reversible in one click and keeps their credentials; termination is permanent and not credit-refunded. See the account lifecycle.
Can I create resellers under me?
Yes. Sub-reseller accounts and credit allocation are built into the panel. Vet people first — there is no undo on a credit a sub-reseller has spent.
Do trials cost credits?
No. A trial runs for 24 hours and costs 0 credits. It is on the rate card on the reseller panel page. Use them to close a sale, not as a free tier.
Branding and automation
Can I use my own domain?
Yes — custom DNS comes with the panel. Set it up before you issue credentials to customers, because changing it later forces every one of them to reconfigure.
Can I get an app with my own name on it?
For Android, Android TV and Fire TV, yes — see white-label apps. For iPhone, iPad, Apple TV, Samsung and LG, no, and neither can anyone else: those platforms block the distribution route.
Does the WHMCS module cost extra?
It is distributed from inside the panel to accounts with API access. Confirm commercial terms with sales rather than assuming.
Can I use the API without WHMCS?
Yes. Ask sales for the current specification rather than working from an old copy.
Support and reliability
Who supports my customers?
You do. You are their supplier of record. If one contacts us directly we point them back to you rather than changing anything — see support escalation.
What uptime do you guarantee?
Nothing is guaranteed by this website. There is no published uptime percentage because we do not retain the measurement history that would justify one. If you need an uptime commitment for your own contracts, raise it with sales — see service status and maintenance.
How do I report a fault?
Reproduce it, establish whether it affects one customer or all of them, then send the channel name, the time, the line username, the device and player, and whether a second network shows the same. Never send a password or an API key.
Will I be told about maintenance?
For planned, customer-visible work, yes, through the reseller channels. Emergency work cannot be announced in advance.