If you are already chatting with Fin or the Mochi support team, you are in the right place. Keep your updates in this conversation. You do not need to open another chat or repeat your report. You can ask for a person at any time.
Fin can answer common questions and may ask a short follow-up to understand the affected item and what went wrong. When the team needs to review your case, we will carry the details and attempted steps forward. A screenshot is helpful, but you can describe the problem in words. If you cannot provide a detail or already tried a step, say so; you should not have to repeat it to get help.
Support hours
Daphne Tsai, our support lead, is available Monday–Friday, 9 a.m.–6 p.m. Pacific time. She may occasionally reply outside these hours, but late-night replies aren’t guaranteed. You can leave a message anytime.
Bug updates, rendering tips and the community
Join the Mochi TV Discord for the latest posted bug and issue updates, rendering tips, creator discussions and general community questions.
Joining Discord is optional. We can continue helping with your individual issue in your existing support conversation. Keep receipts, account details and payment information in private support rather than public community channels.
Start a support conversation
From outside chat, open Profile → Support in Mochi. Some app versions may call this Get Help. If this opens a conversation with Fin, Support is working: ask for a person there if you need human help.
Tell us what you were trying to do and what happened. A useful first message includes:
The affected series, episode, or scene, if this is a creation problem.
The exact error or a screenshot, and roughly when it happened.
We may also ask for your device and app version. You can find the app version in Profile → Settings → Version.
For a purchase issue, keep the store order ID or receipt ready. Hide unrelated purchases and payment details. Never send your password, sign-in code, or full card number.
Keep your support history together
If you already have a support conversation, add updates there. If you started in a Mochi Discord support ticket, continue in that ticket so the history stays together.
If you cannot open or send a message in any in-app support conversation, use the support ticket channel in the Mochi TV Discord. Mention that you cannot access in-app chat. A conversation already open with Fin does not require this workaround.
If a troubleshooting step has already failed, tell us here and pause repeated paid attempts. Screenshots are helpful when available, but a written description is enough to begin human review.