> 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/gems-vip-and-rewards/purchases-cancellations-and-refunds.md).

# Purchases, cancellations and refunds

Get help with payments, subscriptions and refunds.

<picture><source srcset="https://571556974-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FPsp7eymNfhl80pDuaWQC%2Fuploads%2FOPbXDcBzHNESSaKy1o5S%2Fmochi-purchases-cancellations-and-refunds-header.png?alt=media" media="(prefers-color-scheme: dark)"><img src="https://571556974-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FPsp7eymNfhl80pDuaWQC%2Fuploads%2FRSn9OhUuXLdtXIcFEUlA%2Fmochi-light-icons-9.png?alt=media" alt="Purchases, cancellations and refunds — Mochi Help Center"></picture>

Manage a purchase or subscription through the provider that billed you.

## I paid, but my Gems or coins are missing

1. Check the product on your receipt: **Gems, coins and VIP are different purchases**.
2. Confirm you’re viewing the Mochi account used for the purchase.
3. If you have no unsaved edits, close and reopen Mochi once, then check your balance.

Don’t purchase the same item again to recover it. If the balance is still missing or the store blocks the purchase, contact [Support](/help-and-account/account-and-support.md#contact-mochi-support) with the order ID or a redacted receipt.

If you already supplied a receipt or order ID in your support conversation, keep the update there rather than sending it again. A purchase that was credited earlier and a new purchase blocked by the store are different issues.

If you purchased as a guest, keep the original device and app data intact.

## I bought VIP, but I still cannot watch

Check the benefits listed for the plan on your receipt. **VIP memberships are being reworked**, so use the terms for the plan you bought.

If an included benefit is unavailable, reopen the app once. For a persistent access problem or **Subscription Linked to Another Account** message, have Support review the original purchase rather than buying again.

An included Gem allowance, a separately purchased Gem pack and paid viewing access are different benefits. Support can check the actual plan and any earlier agreement. Turning renewal off is separate from the expiry of an already-paid membership period; use the paid-through date for your plan.

## Cancel my Mochi subscription

Deleting the app or your Mochi account doesn’t cancel a store subscription.

* **Apple:** open **Settings → your name → Subscriptions → Mochi → Cancel Subscription**. [Apple’s instructions](https://support.apple.com/118428).
* **Google Play:** open **Payments & subscriptions → Subscriptions → Mochi**, then cancel. Use the Google account that made the purchase. [Google’s instructions](https://support.google.com/googleplay/answer/7018481).

If Mochi isn’t listed, check your receipt to identify the billing provider and store account. A one-time Gem pack won’t appear as a recurring subscription.

## Request a refund or report a Gem charge

For money paid through a store, use [Apple’s refund process](https://reportaproblem.apple.com/) or [Google Play’s refund guidance](https://support.google.com/googleplay/answer/2479637). Eligibility depends on the purchase and provider.

For an unexpected in-app Gem charge, include the affected scene and action in your existing support conversation. A new render uses generation resources even when you’re revising the same scene; it isn’t automatically free.

## A store refund left a negative Gem balance

Contact Support for review. Don’t buy another Gem pack just to clear the negative balance, and don’t repurchase a missing pack while the original purchase is being reviewed. A store refund and an in-app Gem return are different actions.