Pember Support

Questions about your account, a purchase or a show? Email support@pember.tv. Include the email address on your Pember account, your device, and a screenshot if something looks wrong. Never send us your password.

How Pember works

Do I need an account to watch?
No. The first episodes of every series are free to watch without an account. You need a free account to unlock later episodes.

How do I unlock the next episode?
Sign in and open a locked episode. You can wait for it to unlock for free (the timer shows when), use crystals to unlock it right away, or subscribe to Pember Pro to watch every episode without waiting.

Your account

I didn't get my confirmation email.
Check your spam or promotions folder. Confirmation links expire, so always use the newest one. To get a new link, sign up again in the app with the same email address.

I forgot my password.
In the Pember app, go to Sign In, enter your email address and tap Forgot password? We'll email you a link. Open it on any device to choose a new password at pember.tv, then sign in to the app with it. For your security, a reset signs you out of Pember on every device.

How do I delete my account?
In the app, go to Profile → Settings → Delete Account. You can also ask us to delete it by email. See pember.tv/delete-account for what is deleted and what we keep.

Pember Pro

What does Pember Pro include?
Every published episode, with no wait timers, while your subscription is active. Pember Pro is billed weekly and does not include crystals.

How do I cancel Pember Pro?
On your iPhone, open Settings → your name → Subscriptions → Pember, then tap Cancel Subscription. You can also go to apps.apple.com/account/subscriptions. You keep Pro until the end of the week you have paid for. Deleting the app or your Pember account does not cancel the subscription.

How do I get a refund?
Apple handles all App Store payments and refunds, so we can't issue them ourselves. Request a refund at reportaproblem.apple.com.

I paid, but I don't have Pro or my crystals.
Make sure you are signed in to the same Pember account you used to buy. Then open the Crystals screen or the Pember Pro screen and tap Restore Purchases. If it is still missing, email us with your Apple order ID. You can find it in your Apple receipt email or at reportaproblem.apple.com.

Crystals

What are crystals?
Crystals are Pember's in-app currency. You use them to unlock the next episode of a series without waiting. The cost is shown before you unlock.

Why didn't Restore Purchases bring back my crystals?
Crystals are saved to your Pember account, not your Apple ID. Sign in to the account you bought them with and your balance will be there. Restoring never adds the same crystals twice.

Can I get cash back for crystals?
No. Crystals have no cash value and can't be transferred. Refunds for crystal packs go through Apple, as described above.

Watching

An episode won't play.
Check your internet connection, update Pember to the latest version, and close and reopen the app. If it still won't play, email us the series and episode.

Safety and privacy

How do I report a comment or a user?
Email support@pember.tv with the username and a screenshot. We review every report and remove content that breaks our rules: pember.tv/terms#rules

How do I make a privacy request?
Email privacy@pember.tv to access, correct, export or delete your data, or to opt out of ad measurement. Your options are explained at pember.tv/privacy#your-choices

How do I report a copyright issue?
Follow the steps at pember.tv/terms#copyright

Contact

Hanabi Studio LLC
Support: support@pember.tv
Privacy: privacy@pember.tv