Contact PandaLive

Email the team at [email protected]. That one address handles coin top-ups, account questions, privacy requests and anything else a button inside the site can't do. There is no form to fill in on this page; write from whichever email account you check most.

Please write in plain English if you can, though a short message in your own language is fine too. One topic per email helps: a top-up problem and a question about a rude profile are easier to handle as two separate messages than as one long one.

Use the warning-triangle icon at the top right of the room while you are still in it. A report made there goes in with the room it came from, which an email written an hour later cannot do. If you want to add a screenshot or the time it happened, email afterwards and mention the name on stream.

The same logic applies outside rooms. Reports made inside the site are tied to the right profile or room, so behaviour problems belong there, with Report on the person's profile. Email is for things about you or your account: coins that didn't arrive, a privacy request, or a login you can't get back into. The PandaLive safety tips page covers what counts as breaking the rules.

A few details make the difference between a reply that fixes things and a reply that asks you questions. Include as many of these as apply:

Most coin questions are really "where did my coins go?" and the answer is usually on the coins, gifts and VIP page: matches after the free ones, gifts in rooms and VIP all draw from the same wallet. If a top-up you paid for doesn't appear after a refresh, email us with the receipt reference.

The rules that apply to coins and to your account are set out in the terms of service.

You can ask what PandaLive holds about you, ask for something to be corrected, or ask for your data to be deleted. Send the request from an email you can reply from and include your display name, so the team can find the right account. The privacy policy explains what is collected in the first place.

Emails are answered in the order they arrive, and we don't publish a fixed reply time because it depends on what is being asked. A clear subject line such as "Top-up missing, 14 Oct" and the details listed above are the two things that speed up an answer most.

If the problem is happening right now, such as someone harassing you in a room, don't wait for an email: leave, block and report from the site, then write in afterwards if you want to add anything.

Camera or loading trouble is usually a browser permission or an old tab; the PandaLive app page has the fixes for each device. Questions about guests and accounts are answered on the PandaLive login page.