Support
ReelTori, by Alfafre Studios
Something not working, or a question about a payment? Most answers are below. If yours is not, email support@reeltori.com and a person will reply, usually within two working days.
Please include your Account ID in every email. It is at the bottom of the Profile page in the app (press and hold it to copy). ReelTori never asks for your name or email, so without it we cannot find your account.
Coins and payments
I paid but my coins or VIP did not arrive
Open the app, go to the coin store and tap Restore at the top. That asks Google Play for anything it is still holding for you. If nothing arrives, email us with your Account ID and the order number from your Google Play receipt (it starts with GPA.).
How do I get a refund?
Payments are taken by Google Play, so refunds are requested there: Google Play refunds. If something went wrong on our side, email us first and we will put it right.
Do coins expire?
Coins you pay for never expire. Bonus coins — the free ones from check-ins, tasks and ads — may expire; the app shows when.
VIP
How do I cancel VIP?
VIP renews through Google Play until you cancel it there: open the Play Store, tap your picture, then Payments & subscriptions → Subscriptions → ReelTori → Cancel. You keep VIP until the end of the time you have paid for.
Watching
An ad would not load, so I could not unlock the episode
Sometimes there is simply no ad available. Wait a minute and try again, check your connection, or use coins instead. There is also a daily limit on ads per person.
A video will not play
Check your connection and try again. If one particular episode never plays, email us the drama’s name and the episode number.
How do I get told when a new drama comes out?
On the New tab, tap Remind me on a Coming Soon drama, and keep New episode alerts switched on in Profile. We send one notification the day it is out.
Your account and data
I changed phones. Can I move my coins?
Your account lives with the app on your phone. Before you change phones, copy your Account ID from Profile and email it to us along with the new phone’s Account ID, and we will move your coins and VIP across.
How do I delete my account?
In the app: Profile → Settings → Delete my account. Or see Delete your account for every way to do it and what is kept.
What do you know about me?
Very little, on purpose. Our Privacy Policy lists everything.
Contact
support@reeltori.com
Alfafre Studios — Nigeria