Support

Last updated: 5 August 2026

Write to support@mediasniff.com and a person will answer, normally within one business day. There is no ticket system to fight and no chatbot in the way.

Nothing appears in the popup

Media is detected when the browser actually requests it, so the usual fix is to press play first, then open the popup. If the page finished loading before the extension woke up, reload the page and play again.

If it still finds nothing, the site is probably building its stream URL in page scripts, which is deliberately hard to observe from outside. Media Sniffer does not carry per-site scrapers, so some sites simply will not work.

My download saved as .ts, not .mp4

That is the free output. A .ts file plays in VLC and most desktop players. Premium converts it to .mp4 without re-encoding, so the picture and sound are identical either way — only the container changes.

The file will not play, or will not seek

Try VLC first; it is far more forgiving than a browser or a phone gallery. If the file plays but refuses to seek, that is worth reporting — send us the site type and the stream kind shown on the row (HLS, DASH, video, audio) and we will look at it.

A stream fails part-way through

Most often this is the site's own CDN rejecting a request, or a stream that ended while it was being fetched. Retry once — the Download button becomes Retry after a failure. If it fails the same way twice, tell us which site and we will investigate.

Licence keys

• Lost your key? Write from the email address you paid with and we will re-send it. Keys are reissued free.
• Using more than one computer? That is fine. There is no activation limit and no per-device check — use your key on every browser you own.
• Key rejected? Paste the whole thing, including the MS1. prefix, with no line breaks or trailing spaces.
• Bought it but no key arrived? Keys are issued by hand, so allow a few hours. If it has been longer, write to us with your PayPal receipt and we will sort it out immediately.

Reporting a bug

Four things make a report actionable, and we can usually fix it from them alone:

• Your Chrome version and the extension version (shown at chrome://extensions).
• What kind of media the row said it was — HLS, DASH, video or audio.
• What you expected, and what happened instead.
• Anything logged under chrome://extensions → service worker.

Please do not send passwords, cookies, or account details. We never need them, and we would rather not have them.

What we cannot help with

Media Sniffer does not bypass DRM. Widevine, PlayReady, FairPlay and SAMPLE-AES streams are refused by name, whether or not you hold a licence, and that will not change — it is the line between a downloader and a circumvention tool. We also cannot add support for a specific site on request, and we do not record live streams, because a live stream has no ending to download to.

Please respect the terms of the sites you visit and the rights of creators.

Refunds

Fourteen days, any reason, no questions — see the refund policy. You do not need to contact support first.

Contact

support@mediasniff.com
Zenith Strategy Group LLC
15442 Ventura Blvd., Ste 201-2850
Sherman Oaks, California 91403, United States
+1 (406) 479-2053

Email is the fastest route and the only one that reaches us out of hours. The phone line is for billing matters; technical questions are far quicker to answer in writing.