> For the complete documentation index, see [llms.txt](https://docs.mochi.tv/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mochi.tv/community-and-updates/moderator-resources.md).

# Moderator resources

A quick reference for Mochi moderators: useful links, clear replies and complete support handoffs.

Use this page to find the right guide, answer common community questions and help someone reach Support with useful context. This is a public reference, not a place to store private reports or account information.

## Quick navigation

| What someone needs                                       | Share this guide                                                                                     |
| -------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- |
| A short answer to a common question                      | [Frequently asked questions](/get-started/frequently-asked-questions.md)                             |
| Help starting or finishing an episode                    | [Create your first episode](/get-started/create-your-first-episode.md)                               |
| Cast, character looks or scene setup                     | [Characters and scenes](/create-and-publish/characters-and-scenes.md)                                |
| Audio, speech or captions                                | [Music, speech and captions](/create-and-publish/music-speech-and-captions.md)                       |
| Publishing, sharing or downloads                         | [Publish, share and download](/create-and-publish/publish-share-and-download.md)                     |
| Render costs, balances or membership benefits            | [Gems, coins and VIP](/gems-vip-and-rewards/gems-coins-and-vip.md)                                   |
| A payment, cancellation or refund                        | [Purchases, cancellations and refunds](/gems-vip-and-rewards/purchases-cancellations-and-refunds.md) |
| Referrals, views, quests or creator rewards              | [Rewards and referrals](/gems-vip-and-rewards/rewards-and-referrals.md)                              |
| A stuck scene, repeated error or incorrect episode order | [Fix a creation problem](/help-and-account/fix-a-creation-problem.md)                                |
| Missing work, versions or a deleted series               | [Recover or remove saved work](/help-and-account/recover-or-remove-saved-work.md)                    |
| Content rules, reporting or an appeal                    | [Content guidelines](/create-and-publish/content-guidelines.md)                                      |
| Account help or a feature suggestion                     | [Account and support](/help-and-account/account-and-support.md)                                      |
| Sharing a series and connecting with viewers             | [Mochi Creators](/community-and-updates/mochi-creators.md)                                           |
| Published fixes and changes                              | [What's new](/community-and-updates/whats-new.md)                                                    |

## Help without sending someone in circles

1. **Read what they already shared.** Acknowledge the specific problem and reuse the details already available.
2. **Share one relevant answer or guide.** Link to the matching section where possible. Do not send the whole resource list as a troubleshooting reply.
3. **Ask for the missing context together.** Only request details that help the team investigate. A written description is enough if a screenshot is unavailable.
4. **Move unresolved cases to private Support.** If the documented step has already failed, or the issue needs account or technical review, help the person continue an existing conversation. Do not keep repeating the same step.

When a feature or control is unclear, say: “I don't want to give you the wrong steps. Please share the screen and what you're trying to do so Support can check.” Do not conclude that an action is impossible just because it is absent from a guide.

Miqi is a support assistant. Neither a moderator reply nor Miqi can build an episode, alter an account, repair a render or confirm a technical fix in chat. Use Coach inside a series for creative requests; route persistent technical failures to Support.

## Prepare a useful support handoff

Ask the person to send these details **privately** through **Profile → Support**. If that is inaccessible, use a private Mochi Discord support ticket.

* **Issue:** what they tried, what happened and what they expected.
* **Affected work:** series, episode or scene title, link or number.
* **Evidence:** exact error or diagnostic reference; optional screenshot or short recording.
* **Already tried:** include steps that failed so Support does not ask them to repeat them.
* **Device details:** platform and app/OS version when relevant; app version is under **Profile → Settings → Version**.
* **Existing conversation:** add the update there rather than opening duplicate tickets.

A report does not need every field before it can reach Support. Do not hold someone in an intake loop because they cannot provide a screenshot, app version or unavailable reference.

For a missing referral reward, ask for the referred friends' **Mochi usernames or profile links**. For a purchase, use a redacted receipt or order ID privately. Never ask for passwords, sign-in codes or full card numbers, and do not copy private receipts or account details into a public channel.

### Copyable handoff prompt

> Sorry you're running into this. Please add the affected series, episode or scene and what happened to your existing Support conversation. Include the exact error and anything you've already tried, if available. A written description is fine if you can't send a screenshot. If you don't have a conversation yet, open Profile → Support in Mochi so Daphne can review it.

## Protect the creator's work and spending

For missing work or repeated technical failures, ask the person to preserve the project and pause paid retries. Do not suggest deleting a series, resetting app data, reinstalling a guest account or buying/rendering again as a diagnostic step.

Episode order can be reviewed as a **technical correction request**; it is not an automatic “cannot.” The team must review the particular records before promising a correction.

Gem returns, goodwill grants and individual financial decisions are handled by authorized team members or the support lead. Moderators can gather context and link the relevant guidance, but should not promise a refund, free rerender, credit, account transfer or completion time.

## Handle content questions with the current guidelines

Use the [Content guidelines](/create-and-publish/content-guidelines.md) as the source for publishing standards and reporting. Do not invent additional restrictions or promise that a report, content label or purchased pack guarantees approval.

**Sexual or sexually suggestive content is not eligible for leaderboards or leaderboard rewards.** Publishing approval and reward eligibility are separate.

Only the team can decide individual submissions, ratings and appeals. Keep report evidence private, include the relevant link and timestamps, and do not repost harmful imagery publicly. If someone disagrees with a moderation outcome, direct them to the available appeal or Support route.

## Set expectations and share confirmed updates

Daphne handles human support **daily, 9 a.m.–6 p.m. Pacific**. We aim to resolve issues within **48 hours**, while some technical investigations take longer. This is not a guaranteed fix deadline; occasional replies outside these hours are not guaranteed.

Link [What's new](/community-and-updates/whats-new.md) when a published update is relevant. Match the issue and the update's scope before saying a fix applies. If the problem continues, keep the report open for review rather than telling the person it must already be fixed.

For a suggestion, capture the goal, obstacle and example in Support. Do not promise a release date or announce an unconfirmed upcoming feature.

## Keep answers current

Share these live GitBook links instead of copying long policies into Discord. Before reusing an older saved reply, open its linked guide and check it still matches. If a guide conflicts with the app or a confirmed team decision, flag the exact sentence and page for correction.