> 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/get-started/frequently-asked-questions.md). # Frequently asked questions Quick answers about creating episodes, Gems, downloads, rewards and getting help. Start here for a quick answer, then open the linked guide for the full steps and current requirements. ## Creating and publishing ### How do I start my first episode? Open **Create → Start a new series**, describe your idea in the series' **Coach** chat, then review your script, cast and location before rendering. [Create your first episode](/get-started/create-your-first-episode.md) ### How many scenes do I need to finish an episode? Scene slots **1, 2 and 3** need completed renders. Extra scenes are optional. Use **Preview episode** to check the result, then choose **Finish episode**. A public series also needs a poster. [Finishing and publishing requirements](/create-and-publish/publish-share-and-download.md#my-series-will-not-publish-or-is-not-visible) ### Can Miqi make or edit an episode for me? Miqi explains support information from the help center. It cannot build your episode, edit your script or fix a render in this chat. Use **Coach** inside your series for creative requests. For a technical error, use Support; Coach is not a substitute for a technical investigation. [Coach and support](/get-started/create-your-first-episode.md#coach-and-support) ### Can I download my own episodes? Yes. Open your finished public or private episode in the full-screen player, pause to reveal the controls and tap **Download** beside player settings. Allow access to Photos if requested and wait for **Saved to your Photos**. You do not need to make a private episode public. **HD is an optional paid download upgrade** and does not upgrade in-app or shared playback. [Download your Mochi episodes](/create-and-publish/publish-share-and-download.md#download-your-mochi-episodes) ### Can I delete or restore a series? To delete, open **Create → Your series → select the series → ⋯ Series options → Delete series** and read the confirmation. To restore an eligible deleted series, open **Create → Recently deleted → Restore** within its displayed **30-day recovery window**. Not every deletion or discarded setup draft is recoverable. [Recover or remove saved work](/help-and-account/recover-or-remove-saved-work.md) ### Can the team help if my episodes are in the wrong order? Send Support the series and desired order using episode titles or numbers. The team can review it as a **technical correction request**. Do not delete or rerender episodes just to change their viewing order. Review does not guarantee every correction is possible. [Episode order help](/help-and-account/fix-a-creation-problem.md#episodes-are-in-the-wrong-viewing-order) ## Gems, purchases and rewards ### What is the difference between Gems, Coins and VIP? **Gems** pay for generation and other quoted creator actions. **Coins** unlock paid episodes and cannot be converted into Gems. **VIP** benefits depend on your plan; memberships are being reworked, so check the terms shown for your purchase. [Gems, coins and VIP](/gems-vip-and-rewards/gems-coins-and-vip.md) ### Why do rerenders cost Gems if the AI made a mistake? A rerender generates new video, even when you are correcting the same scene. Producing those frames still uses generation processing. AI results can vary and may contain mistakes. A 15-second scene render costs **30 Gems**, or **US$3 at the reference rate of 10 Gems per US$1**. Check the in-app quote and your local store price. Before paying again, check whether **Trim** or an available earlier take in **Versions** solves the problem. If you are reporting an unexpected charge or requesting a return, explain what happened and which scene is affected in your support conversation. A return is reviewed by the team, not guaranteed. [Generation costs and budgeting](/gems-vip-and-rewards/gems-coins-and-vip.md#what-is-free-and-what-uses-gems) · [Refunds and Gem charges](/gems-vip-and-rewards/purchases-cancellations-and-refunds.md#request-a-refund-or-report-a-gem-charge) ### What should I send if a purchase or reward is missing? For a **purchase**, identify the product and share the order ID or a redacted receipt privately. Do not purchase it again to recover the first payment. For a **referral**, provide the referred friend's **Mochi username or profile link** and what the claim screen shows. For a **quest or milestone**, identify the quest, series or scene and its claim status. If you already supplied these details, add updates to the same conversation. [Purchase help](/gems-vip-and-rewards/purchases-cancellations-and-refunds.md) · [Rewards and referrals](/gems-vip-and-rewards/rewards-and-referrals.md) ### Why are my public views different from my reward progress? Displayed views show total plays, while Gem rewards use eligible views. Reward progress may therefore be lower. Milestones track lifetime progress separately for each series; leaderboard rewards use eligible views for the relevant period. [How views count toward rewards](/gems-vip-and-rewards/rewards-and-referrals.md#public-views-milestones-and-leaderboard-views) ### Does “Earned this week” mean another payment is coming? No. It shows reward Gems **already credited during that week**, not Gems that will be paid again. A settled leaderboard prize is a separate reward with its own claim status. [Weekly Gem rewards and claims](/gems-vip-and-rewards/rewards-and-referrals.md#how-creator-leaderboards-and-weekly-gem-rewards-work) ### Do I earn Gems every time someone uses my community character? An **eligible paid cast** into another creator's series earns **3 Gems automatically**. The reward is per character and destination series, not per scene, episode or view. Reusing that character within the same series does not create another casting reward. Eligibility rules and daily limits apply. [Community character rewards](/gems-vip-and-rewards/rewards-and-referrals.md#how-community-character-gem-rewards-work) ## Problems, content and support ### What should I do if a render is stuck or saved work is missing? Check the actual scene or episode status and any error. Do not submit repeated paid retries, delete the project or reset app data to diagnose the problem. Preserve your work and send Support the affected series, episode or scene, expected versus actual result and anything already tried. [Fix a creation problem](/help-and-account/fix-a-creation-problem.md) · [Find earlier work](/help-and-account/recover-or-remove-saved-work.md) ### What content is allowed, and can suggestive content enter the leaderboard? Read the current **Content guidelines** for publishing and mature-content review. **Sexual or sexually suggestive content is not eligible for leaderboards or leaderboard rewards**, even if it is published or visible on a live board. A purchased pack or content warning does not override the guidelines. Individual submissions, ratings and appeals need team review. [Content guidelines](/create-and-publish/content-guidelines.md) ### How do I contact human support, and how long does it take? Open **Profile → Support** in Mochi. If you cannot access in-app support, use a private ticket in the Mochi Discord. Keep updates in an existing conversation where possible. Daphne handles human support **daily, 9 a.m.–6 p.m. Pacific**. We aim to resolve issues within **48 hours**; some technical investigations take longer. This is a resolution aim, not a guaranteed fix deadline. Occasional replies outside these hours are not guaranteed. [Account and support](/help-and-account/account-and-support.md) ### Where can I find updates, creator tips or suggest an improvement? Read [What's new](/community-and-updates/whats-new.md) for published updates and [Mochi Creators](/community-and-updates/mochi-creators.md) for sharing and audience-building guides. Join the [Mochi Discord](https://discord.gg/mochitv) for community discussion. To suggest an improvement, describe what you want to accomplish and what gets in the way through [Support](/help-and-account/account-and-support.md#suggest-a-feature-or-ask-about-a-missing-control). A suggestion is not a confirmed release commitment.