{"id":904,"date":"2026-01-14T19:07:32","date_gmt":"2026-01-14T18:07:32","guid":{"rendered":"https:\/\/www.elportalo.com\/support-en\/"},"modified":"2026-10-23T01:21:19","modified_gmt":"2026-10-22T23:21:19","slug":"support","status":"publish","type":"page","link":"https:\/\/www.elportalo.com\/en\/support\/","title":{"rendered":"SUPPORT"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; fullwidth=&#8221;on&#8221; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_fullwidth_code _builder_version=&#8221;4.27.8&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<style>.epo{--bg:#050507;--bg2:#0b0b0f;--panel:rgba(255,255,255,.05);--panel2:rgba(255,255,255,.08);--border:rgba(255,255,255,.12);--border2:rgba(255,255,255,.22);--text:#fff;--muted:rgba(255,255,255,.82);--muted2:rgba(255,255,255,.58);--red:#b51212;--red2:#ff2a2a;--shadow:0 32px 90px 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var(--red2);border-width:0 2px 2px 0;transform:rotate(45deg)}.epo-notice{display:flex;gap:22px;align-items:flex-start;padding:32px;border-radius:var(--r);background:linear-gradient(140deg,rgba(181,18,18,.22) 0%,rgba(255,255,255,.04) 60%);border:1px solid rgba(255,42,42,.34)}.epo-notice__ico{flex:0 0 auto;width:52px;height:52px;border-radius:16px;display:flex;align-items:center;justify-content:center;background:rgba(255,42,42,.18);border:1px solid rgba(255,42,42,.4);font-size:24px}.epo-notice p:last-child{margin-bottom:0}.epo-grp{font-size:13px;font-weight:800;letter-spacing:.12em;text-transform:uppercase;color:var(--red2);margin:34px 0 14px}.epo-faq{display:grid;gap:12px;max-width:980px}.epo-q{background:var(--panel);border:1px solid var(--border);border-radius:18px;padding:0 26px}.epo-q[open]{border-color:rgba(255,42,42,.42);background:var(--panel2)}.epo-q summary{list-style:none;cursor:pointer;padding:20px 40px 20px 0;position:relative;font-size:17px;font-weight:800;line-height:1.45}.epo-q summary::-webkit-details-marker{display:none}.epo-q summary::after{content:\"\";position:absolute;right:4px;top:27px;width:10px;height:10px;border:solid var(--red2);border-width:0 2px 2px 0;transform:rotate(45deg);transition:transform .2s ease}.epo-q[open] summary::after{transform:rotate(-135deg);top:31px}.epo-q__a{padding:0 0 22px}.epo-q__a p{margin:0 0 12px;font-size:16px}.epo-q__a p:last-child{margin:0}.epo-q__a a,.epo-link{color:var(--red2);font-weight:700;text-decoration:underline;text-underline-offset:3px}.epo-hero{position:relative;overflow:hidden;background:var(--bg)}.epo-hero__bg{position:absolute;inset:0;background-image:url(\"https:\/\/mle0lyppdcdz.i.optimole.com\/cb:aajL.dc9\/w:auto\/h:auto\/q:mauto\/f:best\/https:\/\/www.elportalo.com\/wp-content\/uploads\/2026\/01\/Streamer-Header.jpg\");background-size:cover;background-position:center 25%;opacity:.3}.epo-hero__veil{position:absolute;inset:0;background:linear-gradient(180deg,rgba(5,5,7,.66) 0%,rgba(5,5,7,.9) 60%,var(--bg) 100%)}.epo-hero__inner{position:relative;z-index:2;padding:88px 0 70px}.epo-rv{opacity:0;transform:translateY(22px);transition:opacity .7s ease,transform .7s ease}.epo-rv.is-in{opacity:1;transform:none}@media (prefers-reduced-motion:reduce){.epo-rv{opacity:1;transform:none;transition:none}}@media (max-width:1100px){.epo-grid--4{grid-template-columns:repeat(2,minmax(0,1fr))}}@media (max-width:780px){.epo-sec{padding:64px 0}.epo-hero__inner{padding:64px 0 50px}.epo-grid--2,.epo-grid--4{grid-template-columns:1fr}.epo-btn{width:100%}.epo-wrap{padding:0 18px}.epo-notice{flex-direction:column;gap:16px;padding:26px}}<\/style>\n<div class=\"epo\">\n<section class=\"epo-hero\">\n<div class=\"epo-hero__bg\"><\/div>\n<div class=\"epo-hero__veil\"><\/div>\n<div class=\"epo-hero__inner\">\n<div class=\"epo-wrap\">\n<div class=\"epo-rv\"><span class=\"epo-kicker\">Help &#038; support<\/span><\/p>\n<h1 class=\"epo-h1\">elPortalO <span class=\"epo-accent\">support<\/span> \u2013 get your answers here.<\/h1>\n<pee class=\"epo-lead\">We answer the most common questions about account, coins, download and safety right here. If yours isn&#8217;t covered, write to us \u2014 in English or German, without an anonymous ticket system.<\/pee>\n<div class=\"epo-btns\"><a class=\"epo-btn epo-btn--primary\" href=\"#request\">Send a support request<\/a><a class=\"epo-btn epo-btn--ghost\" href=\"#faq\">Go to the FAQ<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec epo-sec--tight\">\n<div class=\"epo-wrap\">\n<div class=\"epo-notice epo-rv\">\n<div class=\"epo-notice__ico\">\u26a1<\/div>\n<div>\n<h2 class=\"epo-h2\" style=\"font-size:clamp(22px,2.4vw,32px);margin-bottom:12px\">The fastest way is directly in the app.<\/h2>\n<pee>Through the support function in the elPortalO app you get faster and more targeted answers than by email \u2014 your account, your ID and your activity are already there. Use email if you currently can&#8217;t access the app.<\/pee><\/div>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec epo-sec--alt\">\n<div class=\"epo-wrap\">\n<div class=\"epo-head epo-rv\"><span class=\"epo-kicker\">Quick help<\/span><\/p>\n<h2 class=\"epo-h2\">The most common topics at a click.<\/h2>\n<\/div>\n<div class=\"epo-grid epo-grid--4 epo-rv\"><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/verification-safety\/\"><span class=\"epo-ico\">\ud83d\udc64<\/span><\/p>\n<h3 class=\"epo-h3\">Account &#038; verification<\/h3>\n<pee>Problems with signing in, verification or changes to your profile.<\/pee><b>Verification &#038; safety \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/coins\/\"><span class=\"epo-ico\">\ud83d\udcb0<\/span><\/p>\n<h3 class=\"epo-h3\">Coins &#038; payments<\/h3>\n<pee>Questions about coin purchases, top-ups, orders or refunds.<\/pee><b>To the coin shop \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/community-guidelines\/\"><span class=\"epo-ico\">\ud83d\udee1<\/span><\/p>\n<h3 class=\"epo-h3\">Rules &#038; safety<\/h3>\n<pee>Community guidelines, reports and safe use of the platform.<\/pee><b>Community guidelines \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/download\/\"><span class=\"epo-ico\">\ud83d\udcf1<\/span><\/p>\n<h3 class=\"epo-h3\">App &#038; download<\/h3>\n<pee>Installation, updates and the official store links for iOS and Android.<\/pee><b>To the download \u2192<\/b><\/a><\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec\" id=\"faq\">\n<div class=\"epo-wrap\">\n<div class=\"epo-head epo-rv\"><span class=\"epo-kicker\">Frequently asked questions<\/span><\/p>\n<h2 class=\"epo-h2\">Answers sorted by topic.<\/h2>\n<pee class=\"epo-lead\">Click a question \u2014 the answer unfolds right below. Most things can be sorted out in under a minute.<\/pee><\/div>\n<div class=\"epo-faq epo-rv\">\n<div class=\"epo-grp\">General<\/div>\n<details class=\"epo-q\" open>\n<summary>What is elPortalO?<\/summary>\n<div class=\"epo-q__a\"><pee>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 <a href=\"https:\/\/www.elportalo.com\/en\/about\/\">About us<\/a>.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>Is it free to use?<\/summary>\n<div class=\"epo-q__a\"><pee>Yes. Downloading, signing up and watching streams are free. Only coins cost money \u2014 and you buy them voluntarily if you want to support creators.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>How do I become a streamer myself?<\/summary>\n<div class=\"epo-q__a\"><pee>In five steps: download the app, set up your profile, verify, join an agency and go live. All the details are on <a href=\"https:\/\/www.elportalo.com\/en\/streamer\/\">Become a streamer<\/a>.<\/pee><\/div>\n<\/details>\n<div class=\"epo-grp\">App &#038; download<\/div>\n<details class=\"epo-q\">\n<summary>Where do I get the elPortalO app?<\/summary>\n<div class=\"epo-q__a\"><pee>Only through the official stores: the <a href=\"https:\/\/apps.apple.com\/app\/elportalo\/id6778539297\" target=\"_blank\" rel=\"noopener\">Apple App Store<\/a> and <a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.elportalo.live.video.chat\" target=\"_blank\" rel=\"noopener\">Google Play<\/a>. You&#8217;ll find both links together on the <a href=\"https:\/\/www.elportalo.com\/en\/download\/\">download page<\/a>.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>The app won&#8217;t start or crashes \u2014 what should I do?<\/summary>\n<div class=\"epo-q__a\"><pee>First check whether an update is available in the store and restart your device once. If that doesn&#8217;t help, write to us with your device, operating system version and the time the problem occurred \u2014 ideally with a screenshot.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>May I install an APK from the internet?<\/summary>\n<div class=\"epo-q__a\"><pee>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.<\/pee><\/div>\n<\/details>\n<div class=\"epo-grp\">Coins &#038; payments<\/div>\n<details class=\"epo-q\">\n<summary>My coins haven&#8217;t arrived \u2014 what now?<\/summary>\n<div class=\"epo-q__a\"><pee>Coins are credited automatically once payment is complete. If something is still missing, write to us with your <strong>elPortalO ID and the order number<\/strong>. That lets us match the case directly.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>I entered the wrong ID.<\/summary>\n<div class=\"epo-q__a\"><pee>Coins go to the verified ID entered at checkout. In that case, get in touch as early as possible with your order number \u2014 we&#8217;ll look into it.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>Can I get a refund?<\/summary>\n<div class=\"epo-q__a\"><pee>Cancellations, refunds and payment problems are reviewed individually. Coins that have already been loaded are not reversed automatically. Details are in the <a href=\"https:\/\/www.elportalo.com\/en\/refund-policy\/\">refund policy<\/a>.<\/pee><\/div>\n<\/details>\n<div class=\"epo-grp\">Account, rules &#038; safety<\/div>\n<details class=\"epo-q\">\n<summary>Why do I have to verify?<\/summary>\n<div class=\"epo-q__a\"><pee>Verification makes sure there is a real person behind every creator. That protects you, your community and the platform. More under <a href=\"https:\/\/www.elportalo.com\/en\/verification-safety\/\">Verification &#038; safety<\/a>.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>Which rules apply on elPortalO?<\/summary>\n<div class=\"epo-q__a\"><pee>Our <a href=\"https:\/\/www.elportalo.com\/en\/community-guidelines\/\">community guidelines<\/a> and the <a href=\"https:\/\/www.elportalo.com\/en\/terms-of-use\/\">terms of use<\/a> apply. The binding handbooks for hosts, agencies and coin dealers are in the <a href=\"https:\/\/www.elportalo.com\/en\/info\/\">info area<\/a>.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>How do I report a violation or a problem in a stream?<\/summary>\n<div class=\"epo-q__a\"><pee>Use the report function directly in the app \u2014 that way the report reaches us with all the technical details. For anything else you can also contact us by email.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>How do I delete my elPortalO account?<\/summary>\n<div class=\"epo-q__a\"><pee>You can delete your account yourself in the app at any time: <strong>Profile \u2192 Settings \u2192 Delete account<\/strong>. If you no longer have access to the app, send your request through the <a href=\"https:\/\/www.elportalo.com\/en\/contact\/\">contact page<\/a> \u2014 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 <a href=\"https:\/\/www.elportalo.com\/en\/privacy-policy\/\">privacy policy<\/a>.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>Can I block another user?<\/summary>\n<div class=\"epo-q__a\"><pee>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&#8217;t replace a report \u2014 for a rule violation please also report the case so we can review it.<\/pee><\/div>\n<\/details>\n<details class=\"epo-q\">\n<summary>What data do you store about me?<\/summary>\n<div class=\"epo-q__a\"><pee>Which data we process, for what purpose, on what legal basis and for how long is set out in full in the <a href=\"https:\/\/www.elportalo.com\/en\/privacy-policy\/\">privacy policy<\/a>. You have the right to access, rectification, erasure, restriction and data portability at any time. An informal message through the <a href=\"https:\/\/www.elportalo.com\/en\/contact\/\">contact page<\/a> is enough.<\/pee><\/div>\n<\/details>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec epo-sec--alt\">\n<div class=\"epo-wrap\">\n<div class=\"epo-grid epo-grid--2 epo-rv\" style=\"align-items:start;gap:40px\">\n<div><span class=\"epo-kicker\">Before you send<\/span><\/p>\n<h2 class=\"epo-h2\">So we can help you quickly.<\/h2>\n<pee>The more precise your request, the faster the solution. This information saves you and us a whole round of follow-up questions.<\/pee><\/div>\n<div class=\"epo-card\" style=\"padding:32px\">\n<h3 class=\"epo-h3\" style=\"margin-bottom:12px\">Please include:<\/h3>\n<ul class=\"epo-list\">\n<li>Your elPortalO ID and username<\/li>\n<li>Device and operating system (e.g. iPhone 14, iOS 17)<\/li>\n<li>Date and time the problem occurred<\/li>\n<li>A screenshot, if you have one<\/li>\n<li>For coins and payments: order number or transaction details<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec\" id=\"request\">\n<div class=\"epo-wrap\">\n<div class=\"epo-notice epo-rv\">\n<div class=\"epo-notice__ico\">\u2709\ufe0f<\/div>\n<div><span class=\"epo-kicker\">Support request<\/span><\/p>\n<h2 class=\"epo-h2\" style=\"font-size:clamp(24px,2.6vw,36px);margin-bottom:12px\">Write to us.<\/h2>\n<pee>Describe your issue as precisely as possible \u2014 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&#8217;ve looked into your case.<\/pee>\n<div class=\"epo-btns\" style=\"margin-top:20px\"><a class=\"epo-btn epo-btn--primary\" href=\"mailto:info@elportalo.com?subject=elPortalO%20support%20request\">Email info@elportalo.com<\/a><a class=\"epo-btn epo-btn--ghost\" href=\"https:\/\/www.elportalo.com\/en\/contact\/\">Contact page<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<section class=\"epo-sec epo-sec--alt\">\n<div class=\"epo-wrap\">\n<div class=\"epo-head epo-rv\"><span class=\"epo-kicker\">More places to look<\/span><\/p>\n<h2 class=\"epo-h2\">Where else you&#8217;ll find answers.<\/h2>\n<\/div>\n<div class=\"epo-grid epo-grid--4 epo-rv\"><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/info\/\"><span class=\"epo-ico\">\ud83d\udcd8<\/span><\/p>\n<h3 class=\"epo-h3\">Handbooks<\/h3>\n<pee>General handbook, host handbook, coin dealer handbook and target overview.<\/pee><b>Info area \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/news-blog\/\"><span class=\"epo-ico\">\ud83d\udcf0<\/span><\/p>\n<h3 class=\"epo-h3\">News &#038; updates<\/h3>\n<pee>What has changed in the app, new features and current campaigns.<\/pee><b>To the news \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/contact\/\"><span class=\"epo-ico\">\ud83e\udd1d<\/span><\/p>\n<h3 class=\"epo-h3\">Contact<\/h3>\n<pee>Press, collaborations and everything that doesn&#8217;t belong in support.<\/pee><b>Contact page \u2192<\/b><\/a><a class=\"epo-card\" href=\"https:\/\/www.elportalo.com\/en\/agency\/\"><span class=\"epo-ico\">\ud83c\udfc6<\/span><\/p>\n<h3 class=\"epo-h3\">Agency topics<\/h3>\n<pee>Questions about opening an agency, requirements and applying.<\/pee><b>To the agency page \u2192<\/b><\/a><\/div>\n<\/div>\n<\/section>\n<\/div>\n<p><script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@type\":\"FAQPage\",\"inLanguage\":\"en\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"Is elPortalO free to use?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Yes. Downloading, signing up and watching streams are free. Only coins cost money, and you buy them voluntarily if you want to support creators.\"}},{\"@type\":\"Question\",\"name\":\"Where do I get the elPortalO app?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Only through the official stores: the Apple App Store and Google Play.\"}},{\"@type\":\"Question\",\"name\":\"May I install an APK of elPortalO from the internet?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"No. APK files from third-party sites are not from elPortalO, receive no updates and can put your data at risk.\"}},{\"@type\":\"Question\",\"name\":\"My coins haven't arrived \u2014 what now?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Coins are credited automatically once payment is complete. If something is still missing, contact support with your elPortalO ID and the order number.\"}},{\"@type\":\"Question\",\"name\":\"How do I delete my elPortalO account?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"In the app under Profile, Settings, Delete account. If you no longer have access to the app, send a request with your elPortalO ID and the registered email address.\"}},{\"@type\":\"Question\",\"name\":\"Can I block another user on elPortalO?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Yes. 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