How can we
help?

On the login screen, tap Forgot password and enter the email tied to your account. We'll send a reset link that's valid for one hour. If you don't see it, check spam — the sender is no-reply@albus.games.

Go to Profile → Settings → Privacy & visibility → Delete account. We'll send a confirmation email; once you confirm, your account enters a 14-day grace period during which you can change your mind. After that, your data is permanently deleted, except for records we must keep by law (e.g. transaction history). See our Privacy Policy for details.

Wait a couple of minutes, then tap Resend on the verification screen. Still nothing? Add no-reply@albus.games to your contacts and try again. If your email provider keeps blocking us, write to hello@albus.games.

Force-quit the app and reopen — most missing-Coin issues resolve themselves once the wallet syncs. Still missing after 15 minutes? Email billing@albus.games with your transaction ID (Apple) or order number (Google). We'll usually reconcile it within a few hours.

Coin purchases are generally final, but we honor refund rights required by your local consumer law. Mobile refunds go through Apple or Google directly (we don't process them). Web purchases via Stripe — write to billing@albus.games within 14 days of purchase. See our Terms for the full picture.

Gifts are atomic — either they post or they don't. If your Coins were debited but the streamer never saw the gift overlay, that's a bug. Email billing@albus.games with the stream URL, the time of the gift, and the recipient's username, and we'll trace it.

First, check your network — WebRTC is sensitive to packet loss. If you're on Wi-Fi, try moving closer to the router or switching to wired. Albus also falls back to HLS if WebRTC fails, but with higher latency. If disconnects keep happening on a stable network, send us a bug report from Settings → Help with logs attached.

VODs are stored for 48 hours after a stream ends, then automatically deleted. We keep this short by design to respect privacy. If you want a longer-term copy, you can download your VOD from your profile while it's still available.

Yes. Use slow mode, follower-only chat, blocklists, and per-stream timeouts from the chat overlay. You can also delegate moderation to up to five trusted friends.

Tap the three-dot menu on a user's profile, stream, message, or VOD and choose Report. Reports are anonymous to the reported user. For urgent safety issues, email trust@albus.games with a link. See our Community Guidelines for what's reportable.

Yes. Reply to the suspension email or write to appeals@albus.games within 30 days. A different team member will review your case and reply within 14 days.

Doxxing is a serious violation. Report the content immediately and email trust@albus.games with the link. We prioritize these cases. If you're in immediate physical danger, please contact local emergency services first.

Go to Settings → Privacy & visibility → Download my data, or email privacy@albus.games. We'll send a machine-readable export within 30 days. EEA, UK, and California residents have additional rights — see our Privacy Policy.

No. We don't sell personal information, and we don't share it for cross-context behavioral advertising. The full list of who we share data with is in our Privacy Policy.

Make sure you're on the latest app version, then restart your phone (yes, really — clears WebView memory leaks). If it persists, send a bug report from Settings → Help → Report a bug. Logs are attached automatically and we triage them daily.

Albus games are WebGL bundles. Some older devices can't run certain games — the app will tell you if that's the case. If a game suddenly stopped working after an update, email hello@albus.games with your device model and the game name.