Troubleshooting + FAQ, now one flow
Pick a support topic for guided checks, then search the FAQ section below for edge cases. If still unresolved, escalate directly to support.
Choose issue type
- App version
- iOS version
- One screenshot or short recording
Run this checklist
Most issues are resolved after these checks.
- Confirm email spelling.
- Reset password and retry.
- Disable VPN and switch network.
- Check spam/promotions folders.
- Wait 2-3 minutes then resend.
- Retry on cellular data.
- Switch to a stable Wi-Fi network.
- Lower playback quality.
- Restart app and clear background apps.
- Update to latest HTDOM build.
- Restart phone.
- Reinstall app if needed.
- Check free storage.
- Keep app foregrounded on Wi-Fi.
- Disable Low Power mode.
- Confirm title availability.
- Clear cache and retry.
- Sign out and sign in again.
- Open Apple subscription settings.
- Verify you use the same Apple ID.
- Try restore purchase in app.
- Use Apple refund request flow.
- Attach order ID to support email.
- State issue and timeframe clearly.
Search FAQ knowledge base
Merged FAQ section. Type a keyword to filter questions instantly.
Where do I manage VIP subscription?
If purchased via Apple, manage through App Store subscription settings.
Why is playback buffering?
Switch network, lower quality, restart app, and disable VPN during testing.
Can I watch offline?
For supported titles, keep enough storage and allow initial download to complete on Wi-Fi.
This version is unsupported. What should I do?
Contact support and provide your app version, iOS version, and screenshot for migration assistance.
How do I report UGC violations or appeal moderation?
Open the UGC Center to submit report and appeal forms.
How to unsubscribe from promotional emails?
Use email footer link or open Unsubscribe.
No matching result. Try fewer keywords or email support.