Troubleshooting

How to fix login issues?

Most login problems can be fixed by resetting your password from the sign-in page (click "Forgot password?", then "Send" to receive a verification code), updating the app, or clearing your browser cache. If you signed up with Google or Apple, sign in with the matching "Continue with Google" or "Continue with Apple" button instead of a password.

How to fix video playback issues?

Most playback problems are solved by updating your browser or app, switching to Chrome or Safari, clearing the cache, and restarting your device and home network. For paid movies, make sure you are signed in with the account used at purchase and that a rental has not expired.

How to fix live streaming issues?

Most live streaming problems are fixed on your side: refresh the page, switch to Chrome or Safari, update your browser and operating system, clear the cache, and restart your device and network. Note that going live requires a premium plan (Basic, Plus, or Pro).

Payment issues

Most payment problems fall into four groups: failed renewal attempts (the payment system retries three to four times, then stops the subscription), unknown or duplicate charges (trace them with the receipt email), unsupported cards or payment methods, and creator payout delays (processed by the payout provider over a few business days).

Contact Support

Reach Gan Jing World Customer Service through the feedback or help entry in the app or on the website, or through the Help Center at https://help.ganjingworld.com/hc/en-us/requests/new. Including your device type, operating system, whether the issue happens in the app or on the web, your browser, and screenshots or a screen recording will speed up the resolution.