FAQ & troubleshooting

Playback

A live stream won’t start or keeps buffering. Refresh the page and check your connection. Live plays at the single quality the creator broadcasts, so there’s no resolution setting to lower. On a distant or weak connection the player favours a stable picture over lowest latency.

An on-demand video keeps buffering. Lower the quality in the player’s settings (gear) menu, or check your connection.

The video is out of sync with chat. Live playback runs slightly behind real time; that’s normal. Refreshing resets it.

Are there subtitles? Not yet.

Why can’t I rewind a live stream? Live rewind is a platform-wide setting, and it isn’t enabled everywhere. Creators can’t turn it on for their own channel.

This video says “Subscribers only”. The creator has gated it to a subscription tier. See Subscriptions.

I’m asked to confirm I’m 18+. The content is marked mature. See Mature content & age.

Chat

My message didn’t appear. Either the channel has a word filter that rejected it, it’s being held for a moderator to review, or the channel has a chat delay on. See When a message doesn’t appear.

I can’t type in chat at all. The channel may be in subscriber-only, followers-only or emote-only mode — or you’ve been timed out, banned, or warned. A warning is cleared by acknowledging it.

I was banned from a channel by mistake. Channel bans are the creator’s decision, not the platform’s. Talk to that channel’s moderators — platform support can’t lift a channel ban.

Why is there no translate button? Inline translation has to be switched on platform-wide. Your personal translation settings do nothing until it is.

Payments & subscriptions

Which payment methods can I use? It depends on your region and the creator. Subscriptions support cards and wallets like Apple/Google Pay where available. Donations also support local methods such as MB WAY, Bizum, iDEAL, Bancontact, and EPS. See Subscriptions and Donations.

It says this creator can’t accept donations in their country. Payouts are only supported in some countries, and that’s about where the creator is, not you. Nothing was charged.

My subscription didn’t renew / my card was declined. Make sure your default payment method is a card that allows recurring charges (not a single-use virtual card), and that it isn’t expired.

Why can’t I remove a card? You can’t remove the default card while it’s paying for an active subscription. Set another card as default first.

How do I cancel a subscription? Account → Subscriptions → Cancel. You keep access until the end of the current period and can resume before then.

I don’t see Apple Pay / Google Pay. These need a supported browser and device with a card set up, on a secure (HTTPS) connection.

Where can I see what I’ve donated? My Donations in the top-bar menu. You can also set a monthly spending limit there — see Donations.

Account

I didn’t get a confirmation, magic-link or password-reset email. Check spam and wait a few minutes. Make sure you used the right email address.

I can’t change my date of birth. It’s set once. Contact support to have it corrected.

How often can I change my username? Every 60 days. Your old name is reserved for you for 180 days afterwards.

I got an email saying an administrator is resetting my 2FA and I didn’t ask for it. Click the cancel link in that email immediately, then change your password. See If an administrator resets your 2FA.

How do I get a copy of my data, or delete my account? Email [email protected] or open a ticket. See Your data & privacy.

Still need help?

Open a support ticket, or reach the community and staff on Discord.