FAQ

Quick answers by topic. See the User Guide for details.

Connection

Cannot connect to my host

Check in order: the service on your computer is still running → your phone has network → the shared grant was not revoked → you are within your plan's host limit.

Disconnects after switching networks

Switching between Wi-Fi and mobile data rebuilds the connection. Go back to the host list and re-enter.

Page keeps spinning

Return to the host list and re-enter; refresh if it still does not respond.

Voice & Read-aloud

Speech recognition is inaccurate

Speak more slowly and enunciate keywords; type paths and commands instead.

No sound

Check the media volume (not ringtone), and make sure a speech engine is installed: iOS → Settings → Accessibility → Spoken Content; Android → Settings → Language & input → Text-to-speech.

Voice button does nothing

Make sure you are on the agent page — voice is not enabled on ordinary pages.

Subscription & Payment

Paid but subscription is not active

Wait and pull to refresh; open Subscription and tap Restore Purchases; make sure you are signed in with the same store account.

How to cancel

Subscriptions are managed by the store: iOS → App Store → Account → Subscriptions; Android → Google Play → Subscriptions.

Why can't I buy a lower tier?

While your current membership is still valid, lower tiers are blocked to avoid double payment.

I want a refund

Submit refunds through the purchase channel (App Store / Google Play / WeChat).

Account

Forgot password

Tap "Forgot password" on the sign-in page and reset via email or phone.

Not receiving verification codes

Check spam and SMS blocking; verify the address/number; retry shortly.

Lost my 2FA authenticator

How to delete my account

See Delete Account.

Still need help

Use "Settings → Help & Support → WeChat" in the app, or email whalelink@unicgames.com.