EverBrite Studios

FAQ

Payment & Purchase Issues

Why haven’t I received what I purchased?

Due to network issues or problems related to your Google/Apple account, there may be a delay in processing your payment. Please wait 10-30 minutes to see if the order has arrived.

If you have not received your order after 30 minutes, please check your other Accounts:
Ensure that you did not place the order in a different account. Check your Guest account or any other third-party accounts. On the login page, accounts you’ve already linked will show “Continue with xx,” while unlinked accounts will show “Sign in with xx.”

Note: The bonus for recharging will be shown in the Bonus History.

If you still haven’t received the coins, please send us a purchase receipt including the order number (either from the Google Play or App Store) via Profile > Feedback.
You can find your receipt here:

Google: https://pay.google.com/
iOS: App store → Apple ID → purchase history

We will look into the matter and retrieve the purchased coins for you.

What payment methods are accepted?

We accept payments through:

  • Google Play Store payment methods
  • Apple App Store payment methods
  • Our Website: Major credit/debit cards and PayPal (select regions)

The available payment methods may vary by region.

Why won’t it let me pay for anything?

For iOS Users: If you’re unable to make purchases, the most common reason is “no authorization for In-app purchases.” Try these steps:

  1. Go to Settings
  2. Tap Screen Time
  3. Select Content & Privacy Restrictions
  4. Tap iTunes & App Store Purchases
  5. Find In-app Purchases and set to “Allow”

For Android Users: If you can’t make purchases, try these solutions:

  1. Check Google Play Store settings:
    • Open Google Play Store
    • Go to Settings
    • Tap Authentication
    • Ensure purchase authentication is properly set
  2. Verify your payment method:
    • Open Google Play Store
    • Go to Payments & subscriptions
    • Check if your payment method is valid and up to date

General Tips for Both Platforms:

  • Make sure you have a stable internet connection
  • Verify your account is in good standing
  • Check if you have any pending payments
  • Ensure your device’s date and time are set correctly

Note: If you are underage, please ensure your guardian is aware of and approves any purchases.

If these steps don’t resolve the issue, please contact us through Profile > Feedback for additional support.

How do I cancel my subscription?

You can cancel your subscription in your App Store or Google Play account under the subscription tab. Follow the instructions below for your device:

For iOS users:

  1. Go to the “Settings” app on your device
  2. Tap on your Apple ID at the top of the screen
  3. Find Subscriptions and select the app
  4. Tap on “Cancel Subscription” and follow the prompts to confirm the cancellation

For Android users: Please note, you will need to cancel through the Google Play Store settings on your device.

  1. Open the Google Play Store app
  2. Tap on the profile icon on top right to check that you’re signed in to the correct Google account
  3. Tap on Payments & Subscriptions and select the subscription you want to cancel

Important Notes:

You can reactivate your subscription at any time by following the same steps and selecting a subscription plan

Canceling your subscription will stop automatic renewal

You’ll continue to have access to subscription features until the end of your current billing period

No refunds are provided for partial subscription periods

Why is my VIP subscription not activated?

Please check if you purchased the VIP Subscription in your other account. Follow these steps:

  1. Check Other Accounts:
    • Look in your Guest account
    • Check any other third-party accounts
    • On the login page:
      • Accounts you’ve already linked will show “Continue with xx”
      • Unlinked accounts will show “Sign in with xx”
  2. If You Can’t Find Your Subscription: Please send us a purchase receipt including the order number (either from the Google Play or App Store) via Profile > Feedback. You can find your receipt here:

Note: Make sure you’re logged into the same account you used to make the purchase. VIP benefits are tied to the specific account used during purchase.

My payment is being declined on Google Play. What should I do?

If your Google Play payment is being declined, try these solutions:

  1. Check Your Card Details:
    • Verify all card information is correct
    • Ensure card hasn’t expired
    • Confirm billing address is correct
  2. Update Payment Settings:
    • Open Google Play Store
    • Go to Payment methods
    • Remove and re-add your card
    • Make sure country and currency settings match your card’s billing information
  3. Try Alternative Solutions:
    • Use a different payment method
    • Check if your bank is blocking the transaction
    • Ensure you have sufficient funds
    • Contact your bank if issues persist

Note: Some banks may require additional verification for Google Play purchases. Check your bank’s notification system or app for any pending authorizations.

Why am I getting a “Wrong Country” error when trying to make a payment on Google Play?

This error typically occurs when there’s a mismatch between your account location and current location. Here’s how to resolve it:

  1. Check Your Google Play Country Setting:
    • Open Google Play Store
    • Go to Profile > Settings
    • Select “General”
    • Navigate to “Account and device preferences”
    • Check your country setting
  2. Common Causes:
    • Recent travel to a different country
    • Using a VPN service
    • Incorrect billing address
    • Recent account changes
  3. Troubleshooting Steps:
    • Turn off any VPN services
    • Clear Google Play Store cache:
      • Go to Settings > Apps > Google Play Store
      • Select “Storage & cache”
      • Tap “Clear cache”
    • Try using a different network connection
    • Ensure your billing address matches your current country

Note: If you’ve recently moved to a different country, you may need to wait 1 year before you can change your Google Play country setting.

Coins & Rewards

Where can I see the Reward Coins I received from my recharge?

The reward coins from recharging can be found in the Reward Coins History. Here’s how to check:

  1. Go to Profile
  2. Tap the gold coin pattern below your photo
  3. Check your:
    • Reward Coins History
    • Episodes Unlocked History

In the Reward Coins History, you can view:

  • When you received the reward coins
  • The expiring date of the reward coins

Note: Keep track of expiration dates to ensure you use your reward coins before they expire.

How do I use the reward coins to unlock episodes?

Reward coins can be used to unlock episodes directly without any conversion. Here’s what you need to know:

  1. How to Earn Reward Coins:
    • Complete tasks in Earn Free Rewards
    • Watch Ads
    • Other promotional activities
  2. Using Reward Coins:
    • Navigate to the episode you want to unlock
    • Reward coins will be automatically applied
    • No conversion to regular coins needed
  3. Checking Your Reward Coins:
    • Go to Profile
    • Tap the gold coin pattern below your photo
    • View your:
      • Reward Coins History
      • Episodes Unlocked History
    • Check details like:
      • When you received the coins
      • Expiration dates of reward coins

Note: Make sure to use your reward coins before they expire. The expiration date can be found in your Reward Coins History.

I have enough coins/reward coins, why can’t I unlock episodes?

Some episodes offer bulk unlocking options. Here’s how to properly unlock episodes:

  1. Understanding Unlock Options:
    • When you tap “Unlock Now,” you’ll see multiple options
    • Options may include:
      • Weekly VIP
      • Buy Coins
      • Watch ads
  2. To Unlock a Single Episode:
    • Tap “Unlock Now”
    • Look for the last option in the menu
    • Select the single episode option
    • Tap “Unlock Now” again to confirm

Note: Make sure to carefully review the unlocking options before confirming your selection. Different options may require different amounts of coins/reward coins.

Why did my coins disappear?

There are two main reasons your coins might seem to have disappeared:

  1. Auto-Unlock Feature: You may have auto-unlock turned on, which automatically uses coins to unlock new episodes. To check your auto-unlock spending:
    • Go to Profile > Select My Wallet > Tap Detail > View “Episodes Unlocked” or “Episodes on Auto-unlock”
    To turn off auto-unlocking:
    1. Open the app
    2. Tap Profile in the bottom right corner
    3. Tap either:
      • The coin icon/figure, or
      • My Wallet Detail
    4. Tap “Episodes on auto-unlock”
    5. Select your target and disable auto-unlock
  2. Expired Reward Coins: Remember that reward coins have expiration dates. To check your reward coins history:
    • Go to Profile
    • Tap the gold coin pattern below your photo (or tap Detail next to My Wallet)
    • View:
      • Reward Coins History
      • Episodes Unlocked History
    • Check:
      • When you received the coins
      • Expiration dates of reward coins

Need More Help? If you still can’t locate your coins or have additional concerns, please contact us via Profile > Feedback.

What is a Reward Coin?

Reward Coins are a special type of currency in our app. Here are the key things to know:

  1. Basic Information:
    • Equal in value to regular coins (1 Coin = 1 Reward Coin)
    • Can be used to unlock episodes just like regular coins
    • Have expiration dates
  2. How to Earn Them:
    • Complete tasks in the app
    • Receive top-up bonuses
    • Special promotions and events
  3. Important Notes:
    • Reward Coins will expire (check expiration dates in Reward Coins History)
    • They are used first when unlocking content
    • They work exactly like regular coins for purchases
How do I turn off Auto Unlock?

Auto-unlock automatically unlocks new episodes using your coins. Here’s how to disable it:

  1. Access Settings:
    • Tap Profile on the bottom right corner
    • Tap either:
      • The coin icon/figure, or
      • My Wallet Detail
  2. Disable Auto Unlock:
    • Tap “Episodes on Auto-unlock”
    • Choose your target
    • Toggle off auto-unlock for selected content

Need Help? If you’re having trouble managing auto-unlock settings, please contact us via Profile > Feedback.

Note: Turning off auto-unlock will prevent automatic coin spending on new episodes, giving you more control over your coin usage.

Episode Access

Why are there always some episodes that don’t have the option to unlock by watching ads?

Important: Some episodes can only be unlocked using coins or reward coins. You need to use coins/reward coins to unlock at least 5 episodes in one show.

Here are your options for accessing episodes:

  1. Using Coins:
    • Purchase coins from the store
    • First-time buyers get special bonuses
    • Additional reward coins for subsequent purchases
  2. Using Reward Coins (Free): You can earn reward coins through:
    1. Daily Tasks:
      • Open the app homepage
      • Click the “Gift-Box” icon in top right corner
      • Complete daily check-in
      • Watch ads tasks
    2. Other Methods:
      • Special events
      • Promotional activities
      • Limited-time offers
  3. Watching Ads:
    • Available for certain episodes
    • Great way to earn reward coins
    • May have daily limits

Need Help? If you’re having trouble with a specific episode, please:

  1. Take a screenshot of the episode
  2. Note the episode name
  3. Contact us via Profile > Feedback

Our customer support team will assist you as soon as possible.

Why can’t I skip episodes?

Episode access follows a sequential unlocking system. Here’s how it works:

  1. Already Unlocked Episodes:
    • You can freely access any previously unlocked episode
    • Navigate back and forth between unlocked episodes
    • No restrictions on viewing order
  2. New Episodes:
    • Must be unlocked in sequential order
    • Cannot skip ahead to later episodes
    • Need to unlock episodes one by one
  3. Bulk Unlocking:
    • Some shows offer bulk unlocking options
    • Check the “Unlock Now” feature on your favorite shows
    • May offer discounts for bulk purchases

Note: This sequential unlocking system ensures you can enjoy the story as intended while still having flexibility with previously unlocked content.

Account and App Features

What’s the reset time of Daily Check-In and Watch Ads?

Reset times vary depending on the type of reward:

  1. Regular Rewards Page Events:
    • Resets at midnight in your local time zone
    • Includes:
      • Daily check-in rewards
      • General watch ads rewards
      • Daily tasks
  2. Episode Unlock Ads:
    • The 5 ads per show limit follows a different schedule
    • Reset time is based on the countdown shown on the ad page
    • Not tied to your local midnight reset
    • Check the countdown timer on the ad page for exact timing

Note: Make sure to complete your daily tasks before local midnight to maximize your rewards, but remember that episode unlock ads follow their own separate timer.

How do I change the language setting on my app?

Changing the language in the app is a simple process:

  1. Access Language Settings:
    • Go to Profile
    • Select Language
  2. Select Your Preferred Language:
    • Choose from available languages
    • Changes can be made at any time

Note: When you change the language, subtitles will automatically switch to your selected language.

Why does the video keep freezing?

Video freezing is usually related to connection issues. Here’s how to fix it:

  1. Check Your Internet Connection:
    • Test your Internet speed
    • Make sure you have a stable connection
    • Try switching between Wi-Fi and mobile data
  2. Quick Fixes:
    • Enable airplane mode for a few seconds, then disable it
    • Restart the app
    • Reboot your Wi-Fi modem
  3. Additional Steps:
    • Clear app cache
    • Ensure you have enough storage space
    • Check if your app is up to date

Still Having Issues? If the problem persists, please contact us via Help > Feedback for additional assistance.

Why can’t I log into the App?

Login issues are typically related to connection problems. Here’s how to resolve them:

  1. Check Your Network:
    • Ensure you have a stable internet connection
    • Consider how many devices are sharing your Wi-Fi
    • Note that too many connected devices can overload the network
  2. Try These Solutions:
    • Reboot your Wi-Fi modem
    • Restart the app completely
    • Switch to mobile data temporarily
    • Try connecting to a different Wi-Fi network
  3. Still Having Problems? If issues persist, please collect the following information and contact us via Feedback:
    • Your current location
    • How long the problem has been occurring
    • Screenshots of the issue
    • What error messages you’re seeing (if any)

Tips to Prevent Login Issues:

Consider using a different network during peak usage times

Keep your app updated to the latest version

Maintain sufficient storage space on your device

Why does my App keep crashing?

App crashes typically occur due to memory issues or app function failures. Here’s how to fix them:

  1. Free Up Device Memory:
    • Close other running apps
    • Shut down unnecessary background processes
    • Clear your device’s RAM/memory
  2. Quick Solutions:
    • Reboot your device
    • Force stop the app
    • Clear app cache
  3. Additional Steps:
    • Ensure your app is up to date
    • Check if your device has enough storage space
    • Reinstall the app if problems persist

Still Having Issues? If the app continues to crash after trying these solutions, please contact us through Profile > Feedback for additional assistance.

I Lost my purchase and progress after I login to Google/Apple/Facebook/Twitter. How can I get this back?

Important Security Notice: Our app will remind you to link your guest ID to a third-party account (Google/Apple/Facebook/Twitter) for security and backup purposes.

  1. Key Things to Know:
    • Data from unlinked guest accounts cannot be recovered
    • Purchases and progress are tied to your linked account
    • We strongly recommend linking to a third-party account when starting the game
  2. Best Practices:
    • Link your account as soon as possible
    • Choose a reliable third-party platform
    • Keep your login credentials secure
    • Don’t switch between multiple accounts
  3. Account Linking Benefits:
    • Secure backup of all progress
    • Protection of purchases
    • Easy recovery if you change devices
    • Access to additional features

Need Help? If you’re experiencing issues with account linking or data recovery, please contact our Support team through the app.

Prevention Tips:

Complete the account linking process when prompted

Don’t delete the app before linking your account

Screenshot your Guest ID for reference

Keep purchase receipts

Still need help? Contact Us.