Support & help centre

Need help with Zury Live? This page brings together every way to reach our support team, plus answers to the questions we receive most often. We reply in English, Portuguese, Spanish and Arabic.

1. How to contact us

Option A — inside the app (fastest)

Open the app and go to Profile → Support. There you can open a ticket with our team and follow the reply in My tickets. Because you are already signed in, we can see your account and answer faster.

Option B — by e-mail

Write to support@zurylive.com. To help us find your account, include your username in the app and, when the question is about a purchase, the order number from your purchase receipt. We answer every message we receive, normally within 2 business days.

2. Frequently asked questions

I did not receive the SMS code

Check that the country code and the phone number are correct, wait about a minute and use Resend code. If your phone is in airplane mode or with a weak signal, the message may be delayed. If the code still does not arrive, e-mail us with the phone number you are trying to use.

How do I get coins?

Go to Profile → Wallet and choose one of the coin packages. On iPhone and iPad the payment is processed by Apple through your App Store account. On Android it is processed by Google through your Google Play account. Coins are a virtual item used only inside the app to send gifts and take part in features; they have no cash value outside Zury Live.

I paid but my coins did not arrive

Close and reopen the app so the purchase can be restored. Credit is usually immediate. If the coins do not appear within a few minutes, contact us with the order number from your App Store receipt and we will locate the transaction and credit it manually.

How do I request a refund?

Purchases made on iPhone and iPad are billed by Apple, so refunds are requested directly from Apple at reportaproblem.apple.com. We cannot issue a refund on Apple's behalf, but we can investigate what happened with your purchase — write to us and we will help. On Android, purchases are billed by Google Play and refunds are requested directly from Google Play.

How do hosts receive their earnings?

Gifts you receive during live rooms are converted into points. In Profile → Host area you can follow your balance and request a withdrawal. Requests go through a security check before payment; if yours is taking longer than expected, contact us.

How do I report a user or abusive content?

Open the profile of the user and use the Report option, choosing the reason. You can also block the person so they can no longer contact you. For anything urgent, e-mail us with the username and, if possible, screenshots — reports of nudity, harassment, or content involving minors are reviewed as a priority and can lead to permanent suspension.

How do I block someone?

Go to Profile → Settings → Blocked users. From there you can block new users and unblock anyone you have blocked before.

The camera or the microphone does not work in a live

Zury Live needs camera and microphone permission to let you broadcast and speak. On iPhone and iPad, open Settings → Zury Live and turn Camera and Microphone on, then reopen the app; on Android the path is Settings → Apps → Zury Live → Permissions. Also check that the live host has given you a seat.

How do I delete my account?

While signed in, go to Profile → Settings → Account & Security → Delete account. The full procedure, including what is deleted and what we are required to keep, is on the Account & data deletion page.

3. Who we are

Zury Live is operated by BYTESTREAM PY E.A.S. UNIPERSONAL, a private-law legal entity registered under RUC No. 80157119-7, headquartered in Paraguay. Support channel: support@zurylive.com. See also our Terms of Service and our Privacy Policy.