FAQ & Troubleshooting

Connection

Cannot connect to the host

1. Confirm the service on the computer is still running — shutdown, sleep, or closing the terminal interrupts it
2. Confirm the phone's network is fine; try switching Wi-Fi / mobile data
3. If you got access via sharing, confirm the authorization has not been revoked
4. Check whether the host count exceeds your plan limit

The page keeps spinning

Go back to the host list and re-enter; if still unresponsive, refresh the page.

Drops after a network switch

Switching between networks (Wi-Fi ↔ mobile data) rebuilds the connection — that is normal. Go back and re-enter.

Voice

Inaccurate speech recognition

• Slow down and pronounce the key words clearly
• Type paths, commands, and code instead
• Confirm the system granted microphone permission
• Confirm the network is fine (recognition needs connectivity)

No sound / read-aloud unavailable

• Check media volume (not ringtone volume)
• The system may have no usable speech engine:
  • iOS: Settings → Accessibility → Spoken Content
  • Android: Settings → Language & input → Text-to-speech
• If Bluetooth headphones act up, disconnect and reconnect

The voice button does nothing

Confirm you are on an agent chat page. Voice is not enabled on ordinary pages.

Subscription & payment

Paid for a subscription but it did not take effect

1. Wait a moment, pull down to refresh
2. Go to Plans & Subscription and tap Restore purchases
3. Confirm you signed in with the same store account
4. Still not working → contact WeChat customer service with the order number

Why cannot I cancel a subscription?

Subscriptions are managed by the app store. Cancelling renewal must be done on the store side:

• iOS: App Store → account → Subscriptions
• Android: Google Play → Subscriptions

Why cannot I buy a lower-tier plan?

While the current membership is still valid, the system does not allow buying a lower tier, to avoid double payment.

Paid for gems but they did not arrive

Wait a moment and refresh the balance; if still missing, contact customer service with the order number and a payment screenshot.

I want a refund

Submit refunds through the purchase channel (App Store / Google Play / WeChat). Questions? WeChat customer service can help.

Account

Forgot password

On the sign-in page tap "Reset password" and reset via email or phone.

Not receiving verification codes

• Check spam / SMS filters
• Confirm the email or phone number is correct
• Wait a moment and try again

Lost the 2FA authenticator

Sign in with the recovery codes saved when you enabled 2FA. If those are lost too, contact WeChat customer service.

How do I delete my account?

See the Delete Account page.

Still cannot solve it?

Reach us via Help & Support → WeChat customer service. To speed things up, include:

• Your account identifier (username / email / phone)
• When the problem happened
• Relevant screenshots or the order number