TurtleTVI cannot join a party
Ask the host for the current session code or invitation and check that the party is still active. In Chrome, enter the seven-character code in the TurtleTV popup. On mobile, open the invitation with TurtleTV installed. Check your connection and try leaving and joining again.
If the video opens but will not play, sign in to the streaming service and confirm the title is available to you. Joining TurtleTV does not replace that service's subscription. For a first test, choose a YouTube video that both people can open.
Playback is blank or out of sync
- Confirm the video plays normally before joining a party. Resolve the streaming site's error or login prompt first.
- Keep the correct party tab open and let the host control play, pause, and seeking. Give buffering a moment to settle.
- Check your token balance. If it is exhausted, open Watch Tokens and use an available reward or eligible refill, then resume.
- Refresh the watch page and rejoin. Make sure the extension has site access for YouTube or Netflix.
If the sidebar disappears in a native video-only fullscreen mode, exit that mode and use the site's player fullscreen control. For Netflix ad-supported playback, see the current synchronization limitation.
My microphone is not working
The host must have eligible Premium or Lifetime access and enable voice for the room. Turn on your microphone in TurtleTV and approve the browser or device permission. Check that the correct input device is selected and that you are not muted by the operating system.
If you previously denied access, change the microphone permission in your browser or device settings, then try again. Use headphones to reduce echo. Use different TurtleTV accounts for two participants: signing into the same voice room twice with the same account can replace the earlier connection.
Tokens or Premium look wrong
Check which TurtleTV account is signed in on each device. Refresh the token balance after completing a reward, refill, or purchase. If the website shows an account mismatch, use the account associated with the extension. Do not repeatedly purchase while a confirmation is pending.
For a reward that finished but failed to confirm, use Confirm token if shown. “Ads currently unavailable” means an ad cannot currently be offered. A Premium refill may have a cooldown or already be full. The token guide explains each case.
An email sign-in link fails
Open the link in the same browser and Chrome profile that requested it. A link opened in a different browser may not have the information needed to finish sign-in. Request a fresh link if the earlier one expired or was already used. Never share the link or its contents with anyone.
Manage or cancel a subscription
The account that billed you controls the subscription. The extension's Manage subscription action opens the applicable provider; landing on Apple after buying in the iOS app is expected.
- Apple: use your Apple Account's subscriptions. See Apple's cancellation instructions.
- Google Play: use Subscriptions in Google Play, signed into the Google Account used for purchase. See Google's cancellation instructions.
- Web: use the billing portal reached from Manage subscription, or contact us if you cannot access it.
If a subscription is missing, check your receipt to identify the provider and account. Uninstalling TurtleTV does not cancel renewal. Lifetime access has no recurring subscription to cancel. Refund questions follow the purchase provider's process and applicable consumer rights.
Contact support
Email turtletv.app@gmail.com with your device, operating system, TurtleTV version, streaming service, and the steps that led to the issue. A screenshot of the error can help—hide personal information first.
For a purchase problem, include the purchase provider and an order reference if available. Do not include passwords, sign-in links, full payment-card details, private video links, or an active party invitation. For privacy requests, see your privacy choices.
You can also join the TurtleTV community on Discord. Keep account and purchase details out of public channels.