How do I change the language setting on my app?
You can easily access this feature by navigating to Profile > Language in the app and selecting your desired language.
You can change the language at any time. The subtitles will automatically switch to the language you selected.
The video keeps freezing!
It may be caused by a connection issue. You can check your Internet speed or try to set your device to airplane mode for a short period, then restart the app.
You can also try to reboot your Wi-Fi modem.
If the problem persists, please contact us via Profile> Feedback for more assistance.
I can't log into the App!
When the app doesn’t load, it’s usually due to a connection issue.
When there are several devices connected to the same Wi-Fi, it slows down the connection. Please check your network connection.
You can try to reboot your Wi-Fi modem or restart the App completely. Also, if there are too many devices connecting to the same Wi-Fi, it will overload and cause network issues.
The issue should be resolved this way, but if you are still having problems, you can collect this information and feedback to us for more assistance:
Your current location.
How long has it been since this happened?
Please take some screenshots of the issue for us to gain a better understanding.
My App keeps crashing!
App crashing is usually caused by memory leaks inside your device or some vital function failure in the App.
For memory leaks you can try to close some other Apps, or shut down some unnecessary process in your device.
Reboot your device might help in this kind of situation.
The issue should be resolved this way, but if you are still having issues, you can send us a message through Feedback for more assistance.
I Lost my purchase and progress after I login to Google/Apple/Facebook.
How can I get this back?
Our app will remind you to link your guest ID to a third-party account, such as Google/Apple/Facebook, for added security in order to backup your progress and purchases.
Please note that any information on your app prior to this link cannot be recovered if you are using only a guest account. To avoid any data loss in case of unforeseen circumstances or device changes,
we strongly recommend linking to a third-party account when starting the app.
If you have any further questions, please feel free to contact our Support team.
Why do ads show as not ready yet?
This could happen because sometimes the connection between our server and advertiser will be not stable.
Most of the time, we suggest you try again later, do not click Watch Ads frequently.
Furthermore, the ads are up to a third party. Our ad provider may set a limit depending on your country or the number of ads you have seen.
We keep communicate with third parties to optimize this module to improve the experience of watching Ads.
If this issue is not resolved, please contact us at Feedback Center.
Why am I getting so few ads?
Dear Valued User,
We understand your concern regarding the change in the number of ads available to unlock episodes for free.
Please note that the number of ads available to unlock episodes for free is part of a limited-time in-app benefit.
This availability may vary depending on the series, your viewing progress, and ongoing promotional periods.
These settings are dynamically adjusted and may change over time.
Moreover, we recommend giving our subscription service a try for access to even more shows. To subscribe, just go to Profile > Top Up or Subscribe and choose the plan that suits you best.
StoryReel adds new shows every week, giving you a constant stream of entertainment.
We truly appreciate your understanding and continued support. Please feel free to contact us if you have additional concerns via Feedback.
Why do Ads show Network Unavailable?
Sorry for the inconvenience. Please try to restart the app. Close the app from the background and reopen it.
If it then shows as Not Ready Yet, try it later, but please do not click too frequently. It may help. If it can't be solved, contact us via Feedback system.
Meanwhile, we have contacted our Ads sponsors developer team and will improve the Ads watching experience. Thank you for your understanding.
My episode record has been reset.
The episodes that have been unlocked won't lock again and won't charge again.
Please check if you unlock a different language version of one show, you will be charged again for same content but different subtitles.