elPortalO support – get your answers here.
We answer the most common questions about account, coins, download and safety right here. If yours isn't covered, write to us — in English or German, without an anonymous ticket system.
The fastest way is directly in the app.
Through the support function in the elPortalO app you get faster and more targeted answers than by email — your account, your ID and your activity are already there. Use email if you currently can't access the app.
The most common topics at a click.
Account & verification
Problems with signing in, verification or changes to your profile.
Verification & safety →💰Coins & payments
Questions about coin purchases, top-ups, orders or refunds.
To the coin shop →🛡Rules & safety
Community guidelines, reports and safe use of the platform.
Community guidelines →📱App & download
Installation, updates and the official store links for iOS and Android.
To the download →Answers sorted by topic.
Click a question — the answer unfolds right below. Most things can be sorted out in under a minute.
What is elPortalO?
elPortalO is a live streaming platform for video and audio streams. Viewers discover streams, chat in real time and support creators with coins. Creators go live straight from their smartphone, and agencies manage their own streamer teams. More under About us.
Is it free to use?
Yes. Downloading, signing up and watching streams are free. Only coins cost money — and you buy them voluntarily if you want to support creators.
How do I become a streamer myself?
In five steps: download the app, set up your profile, verify, join an agency and go live. All the details are on Become a streamer.
Where do I get the elPortalO app?
Only through the official stores: the Apple App Store and Google Play. You'll find both links together on the download page.
The app won't start or crashes — what should I do?
First check whether an update is available in the store and restart your device once. If that doesn't help, write to us with your device, operating system version and the time the problem occurred — ideally with a screenshot.
May I install an APK from the internet?
No. APK files from third-party sites are not from us, receive no updates and can put your data at risk. Please use only the official store links.
My coins haven't arrived — what now?
Coins are credited automatically once payment is complete. If something is still missing, write to us with your elPortalO ID and the order number. That lets us match the case directly.
I entered the wrong ID.
Coins go to the verified ID entered at checkout. In that case, get in touch as early as possible with your order number — we'll look into it.
Can I get a refund?
Cancellations, refunds and payment problems are reviewed individually. Coins that have already been loaded are not reversed automatically. Details are in the refund policy.
Why do I have to verify?
Verification makes sure there is a real person behind every creator. That protects you, your community and the platform. More under Verification & safety.
Which rules apply on elPortalO?
Our community guidelines and the terms of use apply. The binding handbooks for hosts, agencies and coin dealers are in the info area.
How do I report a violation or a problem in a stream?
Use the report function directly in the app — that way the report reaches us with all the technical details. For anything else you can also contact us by email.
How do I delete my elPortalO account?
You can delete your account yourself in the app at any time: Profile → Settings → Delete account. If you no longer have access to the app, send your request through the contact page — with your elPortalO ID and the email address on file, so we can match you. Deletion permanently removes your profile, your chat history and your coin balance. The only exceptions are data we are legally required to keep, such as payment records. Details are in the privacy policy.
Can I block another user?
Yes. You can block any account directly in the app. Blocked users can no longer message you, chat in your stream or invite you. You can undo a block at any time. Important: blocking doesn't replace a report — for a rule violation please also report the case so we can review it.
What data do you store about me?
Which data we process, for what purpose, on what legal basis and for how long is set out in full in the privacy policy. You have the right to access, rectification, erasure, restriction and data portability at any time. An informal message through the contact page is enough.
So we can help you quickly.
The more precise your request, the faster the solution. This information saves you and us a whole round of follow-up questions.
Please include:
- Your elPortalO ID and username
- Device and operating system (e.g. iPhone 14, iOS 17)
- Date and time the problem occurred
- A screenshot, if you have one
- For coins and payments: order number or transaction details
Write to us.
Describe your issue as precisely as possible — with your elPortalO ID, device, time and a screenshot if you have one. For coins, payments or refunds please also include the order number or transaction details. We reply in English or German once we've looked into your case.
Where else you'll find answers.
Handbooks
General handbook, host handbook, coin dealer handbook and target overview.
Info area →📰News & updates
What has changed in the app, new features and current campaigns.
To the news →🤝Contact
Press, collaborations and everything that doesn't belong in support.
Contact page →🏆Agency topics
Questions about opening an agency, requirements and applying.
To the agency page →
