Tronix — Privacy Policy

Effective date: October 24, 2026

Applies to: the Tronix app (listed in app stores as "Tronix Media Player") on Android TV, Google TV, Fire TV, Android phones and tablets and iPhone, and the Tronix account services behind it.

Published at: https://hub.tronix.live/privacy

1. Who we are

The Tronix app ("the app") is provided by Snow Media Ent. LLC, 5605 Summer Cypress Dr., Bakersfield, CA 93313, USA ("we", "us"). We are responsible for the personal information described in this policy. Questions or requests: support@snowmediaent.com (privacy and legal). If you got your line from a provider that offers Tronix sign-in to its customers, you can also write to help@tronix.live, our help address for their customers.

2. What the app is

Tronix is a media player. Apart from a few sample channels (self-made test channels and openly licensed short films), the app does not host, offer, provide, sell or include any channels, films, series, sports or other content, and Tronix is not affiliated with any channel, network, league, studio or other content owner.

Everything else you watch comes from a subscription ("line") to a TV service that you obtained separately, from a provider you chose ("your provider"). You sign in with the username and password your provider gave you, either by entering your provider's name, if your provider offers Tronix sign-in, or by typing your service's server address. You can also sign in with a sign-in PIN your provider gave you, or add a playlist by its address. Your provider and its service are independent businesses: they are responsible for what they offer and for their own privacy practices, and we do not control them. Some providers offer Tronix to their customers and use our admin site (the "Hub") to support them; we call them "resellers". Section 5 says what a reseller can see.

3. Information we collect

3.1 Information you give us

• Sign-in details: your line username and password, and the provider you entered or the server address you typed.
  • They are sent to our server, which checks them with your provider's service to sign you in, and later uses them to keep your line's details (status and expiry date) up to date.
  • On our servers the password is stored only in encrypted form (AES-256-GCM). On your device it is stored in the app's private, encrypted storage and is never included in device backups.
• Sign-in PIN: a provider that offers Tronix sign-in can make a sign-in PIN for a customer by entering the customer's line (username and password) in the Hub. We keep that line only in encrypted form and send it to the customer's device only when the PIN is used to sign in. The PIN you enter is sent to our server, which uses it only to look up the line your provider set up for you; on your device the line is then stored as described above.
• Playlist address: if you add a playlist, its address and the address of its programme guide (if it has one) are kept only on your device, in the app's private, encrypted storage. They are never sent to our servers.
• Sample channels: if you open SAMPLE (or add the sample playlist), the app downloads the sample playlist from tronix.live (or hub.tronix.live) and plays its channels from our own demo server. Those requests carry the usual technical data (your IP address and your device's web request details) and no account data.
• Viewer profiles: profile names, an avatar, whether a profile is a Kids profile, and an optional profile PIN. PINs are stored only as a one-way, salted hash.
• Support requests: the subject and messages you send, and anything you choose to attach: a screenshot of the app's own screen, a short voice note, or a report from the Buffering Guide. If you give us an email address so we can reply, we keep it with your request.
• Sign-in help: if you use Help on the sign-in screen, the name, email address or phone number, line username and message you enter (never your password), the provider you entered, and the app version, device model and Android version. It is emailed to our help desk and kept so our staff (and your reseller, if you named one) can help you. Our replies, and any answers you send from the app, are kept with your request; if you gave an email address, our replies are also emailed to you, and your answers are emailed to our help desk. So that a reply can show on the sign-in screen, the app keeps a random reply code for your request, with the message you sent, in its private, encrypted storage; our servers keep only a one-way hash of the code.
• Channel reports: when you report a channel or mark it as down, the channel and the reason.
• My Devices & Services: if you fill it in (Settings › My account), the kinds of devices you own and the TV services you use, with the dates they end, so the app can remind you before a date passes.
• AI assistant (where available): the questions you type or speak to the assistant, and its answers. On a grown-up profile the assistant is also given your first name and your line's expiry date, so it can greet you and tell you when the line ends. When you ask it to play a channel, film or series, the app looks it up in your line's own lists on your device; those lists are not sent to us or to the AI provider. Answers are marked as AI-generated. If you report an answer, the reason you picked is kept with that answer so we can review it.
• Recordings: if you record a live channel, the recording is saved only on your device or on a USB drive you choose. We never receive your recordings.
• Reminders: if you set reminders for programmes, each one (the programme's name, its channel and its time, for the profile that set it) is kept only on your device; on Android the device's own notification scheduler gets the programme's name, the channel's name and the time, so it can remind you while the app is closed. We never receive your reminders.
• Messages to your devices: our staff can send a short message to the devices that use your line, for example to ask someone to switch to another line when all of its connections are in use. It appears on the device's screen until you press OK. We keep each message, which devices it was for, and whether each device received it, showed it and closed it. In the Google Play and Amazon Appstore versions, a message that offers something for sale, mentions a price or a payment, or contains a link or a phone number is not shown.
• Tronix Premium account: if you create a Tronix Premium account (in the app or on our website, tronix.live), your email address and the password you choose. The password is stored only as a one-way hash; nobody at Tronix can see it. We keep which plan the account has, when it started and ends and how it was bought, and the devices signed in to it (device model, which app, when each was last used), so the account can be used on the number of devices its plan allows. You can sign a device out at any time.
• Purchases: we never receive your payment card details. For a plan bought in the app, Google Play or the Amazon Appstore handles the payment and we receive the store's record of the purchase (which product, its status, its dates and the price the store showed you). For a plan bought on our website, our payment processor, Stripe, handles the payment and we receive which plan was bought, the amount, the processor's fee and its reference numbers for the payment. We keep a record of each purchase, renewal and refund so our staff can account for them; it shows your email address only in a shortened form (for example j***@g***.com).

3.2 Information created when you use the app

• Account identifier: when you first sign in, we create an account linked to your line so your settings follow you. It uses an internal identifier, not your email address.
• Viewing activity: your recently watched channels, films and episodes, where you stopped (resume position), and your favorites. With "Continue watching on all my devices" turned on (the default), this is saved to your account; turned off, it stays only on your device.
• App usage and diagnostics: a random ID created for this installation of the app, the app version, device type and model, the Android version and the version of the device's web engine (Android System WebView), the provider name you signed in with, which features you use, the names of the channels and titles you play and for how long, search terms you enter in the app, and crash reports (error messages and technical details, with sign-in details and addresses removed). We do not include your email address or password in usage data.
• Your devices and the lines on them: for each installation of the app, the random installation ID, the app version, the device type and model and the Android version, when it was first and last used, the account signed in on it, and the line usernames saved in the app on that device, with the name of each line's server (never passwords). The app sends this when it starts and when you come back to it. It is kept apart from usage data and is used so our support staff and your reseller can see which of your devices have Tronix, whether they are up to date, and whether the app is still installed. The app also sends a random code made for this installation, kept encrypted on your device; we store only a one-way hash of it, so that no one else can report or check in as your device.
• While the app is open: about every 30 seconds the app checks with our server for messages sent to your device (section 3.1, "Messages to your devices"). Each check carries this installation's random ID and code, the server name and username of the line it is playing from or using (never the password), and whether it is playing live TV, a film or a series; for live TV also the channel's name, unless the channel or its category is for adults. We keep only the latest check for each installation and delete it within 10 minutes after the app stops checking (when you close the app or switch the device off). The app does not check while it is in the background.
• Line status: your line's expiry date, connection limit and trial status, as reported by your provider's service, so the app can tell you before the line ends.
• IP address: your IP address is used to deliver the service and to protect it from abuse (for example, too many sign-in attempts). We store it only in a salted, one-way hashed form, for a short time.
• The one-time unlock (app store versions only): when you buy it, or restore it, the app store gives the app a purchase record (Google Play: a purchase token and order number; Amazon: a receipt ID and your Amazon user ID). We send it to our server, which checks it with that store, keeps it with your account to know the unlock is yours (and to take it back if the store refunds it), and never shows it to anyone. We never see your card or payment details: the store handles the payment.
• AI cost records: for each AI answer, translation or voice clip, we record which kind of call it was, how much the AI provider charged for it (tokens, characters or seconds of audio) and, if you signed in through a reseller, which reseller — never what you asked. These are billing records.

3.3 Features that connect to other services

• Your provider's service: to sign you in and to list and play what your subscription includes, the app connects directly to your provider's servers and sends them your line username and password, as that service requires. Some services do not use encryption, so this connection may not be encrypted. Those servers also see your device's IP address.
• Pictures: channel logos, posters and other pictures are loaded directly from the addresses they come with (mostly addresses your provider's service gives); those image servers see your device's IP address.
• Cast photos: film and show pages may load cast photos from TMDB's image servers (image.tmdb.org). No viewer data is sent beyond a normal image request (which, like any picture, shows your device's IP address). To find the cast, the app sends our server only the title's TMDB number and the app's language; our server asks TMDB for the cast and keeps the answer for up to 30 days. Nothing about you goes to TMDB.
• Speed test and buffering checks: the speed test, and the quick check the app runs when a stream keeps loading, download and upload test data to Cloudflare's public speed-test servers, which see your device's IP address. The results stay on your device unless you send them in a support request.
• Other video players: if you choose another video player in Live TV Settings, the app gives it the stream's address, which includes your line's login; that player may keep it in its own history. Kids profiles always use the Tronix player.
• Trailers: when you choose Trailer on a film's or a series' page, the app opens that trailer, or a search for the title's name and year, in the video app on your device or in your web browser. That app or website receives the trailer's video or the title's name and year (never your login) and handles it under its own privacy policy. Kids profiles have no Trailer button.
• Alerts and notifications: our team can post alerts (a title and a message, for example a service notice), which the app shows on its Home screen and, if you allow notifications, as notifications on your device, also while the app is closed. To get them, the app reads them from our server, in the background every few minutes; this check sends no personal information, and alerts contain none. Closing an alert is remembered only on your device.
• Trakt (optional, part of the full version): if you connect your own Trakt account in Settings › Trakt, the app sends Trakt, directly from your device, the films and episodes you watch in Movies and Series and how far you got in each (identified by the title's public catalogue numbers when the app has them, else by its name and year), and reads your Trakt watch history and watchlist to mark what you have watched and to show the watchlist's titles your service has. Live TV is never sent. You approve the connection on Trakt's own website, so the app never sees your Trakt password. Trakt receives this only while your account is connected and handles it under its own privacy policy. The connection's sign-in keys are kept encrypted on your device and never reach our servers; our server only gives the app the public identifier of the Tronix app at Trakt. To stop it, disconnect in Settings › Trakt (the app also tells Trakt to end the connection when you sign out, or when you delete the profile that connected it). The watched marks the app added from your Trakt history become part of the profile's own watch history and stay after you disconnect, like any other (Clear watch history removes them). Kids profiles never send anything to Trakt.

3.4 Information we do not collect

We do not collect your location, contacts, photos or files, camera, SMS, call log, the list of apps on your device, your advertising ID, or your payment card details. The app shows no advertising and contains no advertising or third-party analytics tools. The app store versions contain the store's own purchase library (Google Play's billing library in the Google Play version, Amazon's Appstore SDK in the Amazon version), which the store uses under its own privacy policy to process the purchase. A plan bought on our website is paid on Stripe's own payment page, under Stripe's privacy policy. We do not sell your personal information and do not share it for targeted advertising.

3.5 Microphone

The app uses the microphone only while you press the voice or record-voice-note button. On most Android TV and Google TV devices and on phones, speech is processed by your device's own speech service. On devices without one (for example Fire TV), a short audio clip is sent to our speech-to-text provider (see section 5) to turn it into text and is not kept by us. Voice notes you attach to a support request are stored with that request.

3.6 Information your reseller adds about you

If you got your line from a reseller that uses the Hub, the reseller may keep a customer record about you there: for example your name, how to reach you (email address or phone number), the lines and services you have with them, and their own notes and records of your account with them. Your reseller decides what goes into it and is responsible for it. We store it for them, link it to your line so they and our support staff can help you, and use it for nothing else (section 5 says who sees it). Deleting your data (section 7) removes the record created for your account; a record your reseller keeps for their own business stays with them, so ask your reseller to delete it.

3.7 Support requests sent on to a provider's own support system

The Hub's main administrator, a provider that offers Tronix sign-in to its customers, can connect its own support system (for example a ticket system on its website) to the Hub. When one is connected and switched on for the version of the app you use, each support request you send, and each message you add to it, is also sent to that system, so its staff can answer you there. What is sent: the subject and the message text (as written, and translated into English), your account's display name (or "Tronix viewer"), a reference that identifies you only to that system and can't be turned back into your account, our identifiers for the request and the message, and their times. Your email address, line username, password, provider and device details are never sent. The details the app adds to a request for our staff (the line username and server on a channel or Buffering Guide report, a Buffering Guide report's device details, the contact email on a request sent without signing in) are left out of what is sent. Replies written in that system come back to your request in the app like any other reply; in the Google Play, Amazon Appstore and iPhone versions, lines of such a reply that offer something for sale, mention a price or a payment, or contain a link or a phone number are left out. That system is run by that administrator, under its own privacy practices.

For each connection we keep, so our staff can run and check it: the administrator's setup instructions and the assistant's answers in the Hub, the setup itself, the results of test runs (made with a sample request, never yours), and a record of each request or message sent on or received (our identifiers and whether it went through, never its text) for 90 days.

3.8 The iPhone app

The Tronix app for iPhone is a smaller version of the app. It has no in-app purchases, no AI assistant and no voice features, and it never uses the microphone. When you sign in on an iPhone, your line is checked with your provider's service, but your line password is never stored on our servers. Everything else in this policy applies to the iPhone app as written, except what it says about purchases, the assistant and the microphone.

4. How we use information

• To sign you in to your provider's service and play what your subscription includes.
• To provide the features you use: profiles, favorites, continue watching, suggestions based on what you watched, reminders before your line or a service you listed ends, support, and the AI assistant.
• To send your support requests and channel reports to your reseller, if you have one, so they can help you, and to the support system the Hub's main administrator connects, when there is one (section 3.7).
• To show you the alerts our team posts (section 3.3).
• To show you the messages our staff send to the devices on your line, and to let them see which of your line's devices are in use, for example when your line has more devices than connections (sections 3.1 and 3.2).
• To let our support staff see which lines were renewed, are about to end or have ended, so they can help with them (section 5).
• To give you the one-time unlock you bought, and to take it back if the store refunds it.
• To keep the service secure, prevent abuse and fix problems (diagnostics and crash reports).
• To review AI answers that you report, and to keep the AI assistant's use and cost within limits.
• To understand, in aggregate, how the app is used so we can improve it.
• To comply with the law.

5. Who we share information with

• Your reseller. If you signed in through a reseller, or with a server address on a server a reseller uses, that reseller can see your line username, line status and expiry, which of their customers use the app (and on which devices, with the app version on each), what you list in My Devices & Services, the support requests and channel reports you send, and the customer record they keep about you (section 3.6). Resellers cannot see your password. They also see counts of how their customers use the app: the channels, films and series played most (how many plays, on how many devices) and, for each customer's line or device, how many sessions, plays and minutes in the app; never which channels or titles that customer played.
• Our staff. Our support staff see what a reseller sees, for every account. When needed to help with your account, our administrators can view a line's password in the Hub; this needs a staff sign-in and shows one line at a time. Our administrators can also see which of your line's devices have the app open now and whether each is playing live TV, a film or a series, and send messages to them (sections 3.1 and 3.2); the name of the channel playing is shown only to our developer. Resellers see none of this. Our administrators and our developer can also see Tronix Premium accounts (email address, plan and devices) to help with them, and the purchase records described in section 3.1.
• The service you sign in to. Your username and password are sent to your provider's servers to sign you in and play streams (section 3.3).
• A connected support system. When the Hub's main administrator has connected its own support system, it receives your support requests and messages as described in section 3.7.
• Another video player you choose receives the stream's address (section 3.3).
• Trakt, if you connect it, receives the films and episodes you watch and how far you got, straight from your device and only while it is connected (section 3.3).
• Service providers that work for us, only as needed to run the app:
  • Supabase — hosting of our database, accounts and server functions.
  • OpenAI — generates the assistant's answers from your question (and, on a grown-up profile, your first name and line expiry date), translates support messages between your language and English, and helps the Hub's main administrator set up a connected support system (it receives the administrator's instructions, never your requests).
  • Perplexity — looks up current information when your question needs it; it receives the text of your question only.
  • ElevenLabs — speech-to-text for voice input on devices without a speech service, and spoken replies from the assistant.
  • Resend — sends service emails, for example profile PIN reset codes when you have given us an email, notices of new support and sign-in help requests to our help desk, our replies to a sign-in help request when you gave an email address, and a Tronix Premium account's welcome and password-reset emails.
  • A team chat service our staff use — may receive a notice of each new support request (its subject, the first lines of the message and the email address you gave, if any) so our staff see it quickly, and a daily summary of the lines whose status changed (renewed, about to end or ended): each line's username, the name of its server and the date and, for a line about to end, the name and email address in your reseller's customer record (section 3.6), if there is one.
  • Cloudflare — the public speed-test servers the speed test uses (section 3.3), and hosting of the Hub.
  • TMDB (The Movie Database) — the cast names, characters and photos on film and show pages. Our server sends it only a title's TMDB number; the photos are loaded from its image servers (section 3.3).
  • Google Play / Amazon Appstore — process the payment for Tronix Premium plans and the one-time unlock in the app store versions, and confirm purchases and renewals to our server.
  • Stripe — processes the payment for a plan bought on our website. It receives your email address and the plan, and handles your card details under its own privacy policy.
• Kids profiles: AI assistant questions from Kids profiles are answered in a restricted kids mode and are never sent to Perplexity.
• Legal reasons: if required by law, or to protect the rights and safety of users and us.
• Business transfer: if our business is merged or sold, this information may transfer under this policy.

6. How long we keep information

Information on your device is removed when you sign out or uninstall the app, except the names and server addresses of the providers the app has found, which stay until you uninstall so you can still sign in when our servers can't be reached, and the reply codes of sign-in help requests with the messages sent, kept for 60 days so a reply can still show on the sign-in screen. Live TV rewind buffers are temporary and are wiped when you leave the app. A Trakt connection, and the copies of your Trakt history and watchlist the app keeps to mark titles, stay on your device until you disconnect it, delete the profile or sign out; watched marks already added from Trakt are kept like the rest of your watch history (above). What Trakt itself keeps is up to Trakt.

7. Your choices and rights

• Delete your data in the app: on a grown-up profile, open Settings › My account › Delete my data. This deletes your account, profiles, favorites, watch history, line sign-in records (and the list of devices your line was used on, and the messages sent to them), support requests, AI conversations and AI usage logs from our servers, and signs you out. It does not cancel your subscription with your provider — contact your provider for that. If you sign in again later, a new, empty account is created.
• Delete your data without the app: see https://hub.tronix.live/delete-account, or email support@snowmediaent.com (or help@tronix.live, if you got your line from a provider that offers Tronix sign-in) with your provider's name (or the server address you used) and your line username. Never send your password. We may confirm the request with you or your reseller before deleting, and we complete requests within 30 days.
• Delete a Tronix Premium account: in the app, open Settings › Tronix Premium › Delete account (it asks for your password); or go to https://hub.tronix.live/delete-account and sign in there; or email info@tronix.live. This deletes the account, its plan and its devices, and stops any renewal of a plan bought on our website. A plan bought through Google Play or the Amazon Appstore is a subscription with that store: cancel it in the store's subscription settings, because deleting the account does not cancel it. Purchase records stay, without the link to your account (section 6).
• Trakt: in Settings › Trakt, Disconnect stops the app from sending anything to Trakt and removes the connection from your device. Your history stays on Trakt, where you can manage or delete it; the watched marks already added here stay until you use Clear watch history.
• Continue watching: turn "Continue watching on all my devices" off in Settings to keep viewing history on your device only, or use Clear watch history.
• Access or correction: email support@snowmediaent.com.
• Depending on where you live (for example the EU/UK or California), you may have additional rights, including to access, correct, delete or port your information and to object to certain uses. We do not sell or "share" personal information as those terms are defined under California law.

8. Children

Tronix is intended for adults and is not directed to children under 13. Kids profiles are a parental-control feature that the adult account holder creates and manages; they limit what can be watched, never use other video players, and use a restricted AI mode. For a Kids profile we keep the profile name, avatar, and its viewing progress and favorites. Its AI questions are not saved as conversations, but, like every AI request, they are kept with their answers in the AI usage logs for 90 days (section 6), and app usage data is collected as for any profile (section 3.2). If you believe a child has given us personal information, contact support@snowmediaent.com and we will delete it.

9. Security

We use encryption in transit (HTTPS) for everything the app sends to our servers, encrypt stored line passwords, hash PINs and IP addresses, limit staff and reseller access to what they need, and protect the app against tampering. Streams and channel lists come from your provider's service, which may not use encryption (section 3.3). No system is perfectly secure; please keep your line password private.

10. International transfers

Our service providers may process information in the United States and other countries. Where required, we rely on appropriate safeguards for these transfers.

11. Changes to this policy

We will post any changes on this page and update the effective date. Significant changes will also be shown in the app.

12. Contact

Snow Media Ent. LLC · 5605 Summer Cypress Dr., Bakersfield, CA 93313, USA · support@snowmediaent.com · https://hub.tronix.live/privacy

Customers of a provider that offers Tronix sign-in can also write to help@tronix.live. For a Tronix Premium account, write to info@tronix.live.