Contact us
Help us help you faster – please include
- The email address registered to your account (we will never ask for your password).
- Your device model and operating system version (for example "Pixel 8, Android 15" or "iPhone 15, iOS 18").
- The app version (Profile → Settings → About).
- What happened, what you expected, and a screenshot or screen recording if possible.
- For billing questions: the order number from your Google Play or Apple receipt email.
Quick links
- Delete my account and data
- Cancel a subscription or request a refund
- Report a problematic AI reply or content
- Privacy Policy · Terms of Service
Frequently asked questions
Account and sign-in
I can't sign in or I forgot my password
Tap Forgot password on the sign-in screen and follow the email we send (check your spam folder). If you originally signed up with Google or Apple, use the same sign-in button instead of a password. Still stuck? Contact [email protected].
How do I change my email, name or picture?
Go to Profile → Settings → Account to edit your details. If you can't change your email there, contact support from your registered address.
How do I delete my account?
Follow the steps on our Delete account page. You can do it in the app or request it by email.
Playback
A video won't play or keeps buffering
Check your connection and try switching between Wi-Fi and mobile data. Close and reopen the app, make sure you have the latest version from the store, and restart your device. If the problem continues, send us the title name, your device model and a screenshot.
A title isn't available in my country
Availability depends on licensing and can differ by country and over time. Titles may be added or removed.
I can't find subtitles or other audio languages
While a video plays, tap the screen and open the subtitles/audio menu. Not every title has every language.
AI features
The AI gave a wrong or inappropriate answer
AI can make mistakes. Please report the reply using the flag icon in the chat or email [email protected] with a screenshot. See our AI & Content Policy.
How do I delete my AI chat history or turn off personalization?
Go to Profile → Settings → Privacy. You can clear your AI history, clear watch and search history, and manage personalization.
What data does the AI use?
The AI uses the prompts you type and your in-app activity (such as what you watch and rate) to make recommendations. Details are in the Privacy Policy.
Subscriptions and billing
How do I cancel my subscription?
Subscriptions are managed in Google Play or your Apple ID, not inside MoYu TV. See the step-by-step guide on Subscriptions & Refunds.
I was charged but my premium features are missing
Open Profile → Settings → Restore purchases and make sure you're signed in to the same Google or Apple account used for the purchase. If it still doesn't unlock, email us the order number from your receipt.
Can I get a refund?
Refunds are handled by Google Play or Apple. Instructions are on Subscriptions & Refunds.