FAQ

What Internet speed do i need?

The minimum bandwidth required for 1080p (HD) streaming is Stable 12 Mbps, while the minimum 4K (UHD) streaming bandwidth is Stable 25 Mbps

My box is Connected to HDMI and the screen is Blinking?

Simply go to Settings --> Display --> Screen resolution —> Display Mode —> 1080p50hz then you will get popup window then select OK

My Device goes to Sleep or Shutdown after sometime ?

For Cruze 4K & Cruze Hybrid 4K 5G Boxes -Go to Screen Saver then set “Put Device to Sleep” to NEVER.

For Cruze Hybrid 8K Boxes -Go to Settings --> Device Preferences --> Screen saver —> Put device to sleep --> Select Never then exit from Settings.

My box or channels not working properly ?

Simply restart your box fix most of problems.

How to Easy Factory Reset?

For Cruze 4K & Cruze Hybrid 4K 5G Boxes -Go to Settings --> Storage & Reset  --> Factory Data Rest.  (Wait 5-10 Minutes for reset)

For Cruze Hybrid 8K Boxes -Go to Settings --> Device Preferences --> Reset  --> Rest —> Erase everthing.  (Wait 1-3 Minutes for reset)

How to do OTA update?

For OTA update go to AllApps --> Update --> OTA Update

Do I get any warranty?

CruzeTV box comes with 1 year hardware warranty. For all warranty claims, the box will need to be sent to us for investigation and repair. We will repair or replace your box. Please allow for 5 working days for repair from when we receive the box. The customer will pay postage to us and we will take care of the return postage. Warranty for remote is for 1 month only.

What is your return policy?

RETURN POLICY No change of mind or returns are allowed as CruzeTV is covered with 1 year repair warranty on the set top box alone ( Not the remote ). Return / change of mind can be discussed on case by case basis by raising a ticket in our support section and a handling fee of $125 will be charged as handling and restocking fee for any returns that are approved. Any returns that are accepted will have a Return Authorisation Number (RAN) provided by the support team in your ticket. This needs to be provided to the customer service team to organise the return and refund, after the restocking and handling fees are deducted.

Note: If fault is in our product we will replace it with an alternative within the warranty period, if the fault is deemed to be outside factors such as internet service, modem, router or anything else that’s not in our control, we will inform you.

What is your return policy on Recharge?

Recharge is Prepaid once used, There is no refund on recharge.

What if i have recharged and my box is gone faulty after some time

Recharge is credit ONLY. When you recharge you can buy extended warranty for you device so you are covered. You can only buy extended warranty at time of recharge not after.