Get help with your SphynxPlay account, subscriptions, Soul Tokens, and technical issues.
I forgot my password.
Open the app → Profile → Log In → tap Forgot password? → enter your email → check your inbox for a reset link.
My login is failing.
Ensure you're using the correct email and password. If your account is new, check that you've confirmed your email address. Use "Forgot password?" to reset if unsure.
I want to change my email or display name.
Email support@sphynxplay.com — account detail changes require identity verification.
How do I cancel my Soul Pass subscription?
Subscriptions are managed by the App Store or Google Play — not by SphynxPlay directly.
Cancellation takes effect at the end of the current billing period. You retain access until then.
I was charged but my subscription isn't active.
Email support@sphynxplay.com with your account email and a screenshot of the charge. We'll resolve it within 2 business days.
My Soul Tokens are missing.
Soul Tokens are tied to your account. If you're logged in to the correct account and your balance looks wrong, email support@sphynxplay.com with your account email.
Can I get a refund on purchased Soul Tokens?
Soul Token purchases are processed by Apple or Google. Refund requests must be made directly through the store you purchased from. SphynxPlay cannot issue refunds for store purchases.
Video won't play / buffering constantly.
Check your internet connection. On mobile, switch from cellular to Wi-Fi. Close and reopen the app. If the problem persists, email support@sphynxplay.com with your device model and OS version.
Audio out of sync.
Close and reopen the player. If the issue continues, report it with the episode name and your device details.
To report a content violation: tap ⋯ on any content card → Report. Or email moderation@sphynxplay.com. All reports are reviewed within 24 hours on business days.
You can delete your account at any time. See the Account Deletion page for full details and instructions.
Creator applications, content submissions, and partnership enquiries: creators@sphynxplay.com