Managing My Account
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1. I cannot sign into my account. What can I do?
We're sorry you're experiencing this type of issue. You can check whether your device is connected to the internet successfully.
If it still does not work, please contact our customer support team and provide us your user ID and screenshot of error message. Our support team will answer you as soon as possible. Thank you
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2. Why Does My ViaChat Crash?
We're sorry for any inconvenience this caused.
Please try the following:
- Refresh the main website
- Make sure that you have an active internet connectionIf you continue to have problems, please contact us with your user id, screenshot or a recorded video. We will assist you as soon as possible.
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3. Why has my account been suspended (blocked)?
If your account is suspended, there is a good chance that something you did has violated our Community Guidelines.
Most commonly this is due to having been engaged in inappropriate activities during a conversation or while uploading photos.
Please note that excessive refund requests can also lead to accounts getting blocked once the refund is completed.
All account blocks are carefully reviewed and never taken lightly.
Payment
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1. What is the pricing of coins?
We currently provide a variety of coin packages with different discounts. Please choose the one most affordable to you.
We also recommend you to check the notifications regularly, as we sometimes offer discounts there from ViaChat Team.
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2. What can I do if I don't receive any coins after recharging?
We apologize if you purchased coins and they were not immediately added to your account.
Please contact our support team and share your user ID (the numbers found on your profile page), plus order number and the relevant billing details. Our support team will answer you as soon as possible. Thank you.
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3. Why can't I make any purchases?
We're sorry that you're experiencing this type of issue. Please refresh the shop first and make sure that you have an active internet connection.
If the above steps don't work, please contact our customer service directly with supplying us your user id and the screenshot of error message, our support team will answer you as soon as possible. Thank you.
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4. How can I get a refund?
- If you purchased coins through Google, please check the following link (Learn about Google Play refund policies) for more details because we can not refund you directly. Please note: Excessive refund requests can lead to your account being blocked.
- If you purchased coins from the third-party payment platform (the fast recharge link through our website), please report this transaction in your order history. Our relevant department will deal with it as soon as possible.
Please note: Once your refund request gets accepted, you will receive relevant amount to your bank account in 7-14 working days. In addition to this, we don't offer refunds for partially used coin purchases.