Support

The time it takes depends on the size of the experience and how many people are creating it at that time. When requests are queued, you will wait your turn before starting, and the screen will show your place in line. Once creation begins, the remaining time will be displayed.

You can navigate to other screens or close the window while waiting; the work will continue. You will be notified by notification and email when it is finished.

Developer and Studio plans are processed ahead in the queue.

Open the experience in the studio and tap Continue Creation to resume from where it stopped. AI limits used for a failed task will be automatically restored in full.

If the same problem keeps happening, tap Contact Support on the prompt screen. The error details will be submitted along with your request so it can be reviewed faster.

While fixing, the send button in the input field changes to a stop button. If you stop, the changes made up to that point are discarded and the experience remains as it was before fixing. The AI quota used up to that point cannot be refunded.

Requests that have not yet started and are waiting in line can be cancelled without using the quota. Tasks that are nearly finished cannot be stopped, and after they finish, you can revert to the previous version.

Select a previous version from above the preview in Studio, then tap Revert to return to that version. You can choose when there are 2 or more versions.

Alternatively, you can explain the problematic part to the AI and ask it to fix it again. For a published experience, players will see the existing version until you tap Update.

Open the experience in the studio, tap the title (or Settings in the ⋯ menu) at the top, then at the bottom tap Delete Experience, enter the title, and tap Permanently Delete.

A published experience must be switched to private before it can be deleted. Deleting it will also remove comments and save data, and this cannot be undone. Experiences with purchase records cannot be deleted.

In the studio, open the experience and tap Invite to invite a friend as a co-developer. Choose a friend you follow each other or send an invite link. The link is usable for 7 days.

Including the owner, up to 5 people can create together, and invited people can also edit, test, and publish. The AI quota is consumed from the person who sent the request. Only the owner can delete the experience and manage invitations.

What varies by plan is the AI quota and waiting order; the quality of the AI used for creation is the same across all plans.

Please write in detail the desired atmosphere, perspective, and control method of the screen, and attach reference images together. Rather than trying to complete it from the start, it works better to play the result and refine it little by little by fixing it.

In the fix conversation, you can also attach directly prepared images (PNG·JPG·WebP), sounds (MP3·OGG), and 3D models (GLB·glTF). Please only upload files for which you have the right to use.

In the experience settings in Studio, you can recreate the cover image at the top using AI or upload one directly. Directly uploaded images must be in PNG·JPG·WebP format and 5MB or less.

The cover also goes through automatic content review; if it does not pass, it will not be changed. Please try again with a different image. Recreating with AI will use your AI limit.

One play in Studio preview is saved separately as a test record and does not enter actual rankings or statistics. Pressing Reset Test Record below the preview lets you test again from the beginning, and the player's records are not deleted.

A finished experience is saved as private. Open the experience in Studio, try playing it directly, and press Publish in the upper right. It will be published immediately if it passes the automatic content review.

After publishing, you must press Update for changes to be reflected to players. You can switch back to private at any time using the same button.

When publishing or updating, Pogl Play Community Guidelines are followed to automatically check for sexual content, sexual exploitation/assault, gore expressions such as extreme physical mutilation or exposed organs, etc. This is not an automatic review that judges all items such as copyright or illegality.

If a problem is indicated, you can fix that part and try again, or request confirmation from the operations team via the guidance card. You can check the result on the same screen.

Up to 16 people can enter per server. The server capacity and participation method are set by opening the experience settings in the studio.

The join method can be set to join anytime, lock upon start, or choose only invited players. If only invited players are selected, only people who received the invite link and friends can join, and they will not be matched with strangers.

The remix button only appears on experiences where the creator has allowed remixing. Remixing creates a new experience copied from the original in my Studio, and the original remains unchanged.

I can change whether my experience allows remixing in the experience settings. Remixing uses AI limits just like creating a new experience.

On the creation screen in Studio, selecting an external AI will show instructions. By pasting the prompt into the agent and connecting the account, I can create and upload experiences using that agent.

Creating and uploading with an external AI does not use Pogl Play's AI limits.

The AI limit is refilled 7 days after the first use. Since it is based on time, not date, it is refilled at the same time as the first use. After it is refilled, a new 7-day period starts from the moment of the next first use.

You can check the exact quota and usage in the This Week's Limit on the Studio home screen. Unused quota does not roll over to the next cycle.

No. The created experiences and conversation content remain as they are, whether the quota is refilled or you use up the quota.

The AI quota decreases by the actual amount used per task. Larger and more complex requests use more, so the amount deducted varies per request.

Creating a new experience and remixing can only start if there is enough limit remaining for what is needed. Editing can start if there is any limit remaining.

They do not disappear. Edit requests sent while the quota is exhausted remain in a pending state and start automatically once the quota is refilled. You can pre-send up to 5 per experience.

If you run out of quota while creating, the content you were creating remains as it is, and you can continue creating from where you left off once the quota is refilled.

If you press this week's limit on the studio's first screen, you can see how to increase the limit. This week's extra use is an additional purchase that adds as much as the free limit for this period only, and the plan upgrade is a monthly subscription that increases the weekly limit to 2 times for Developer and 6 times for Studio.

Please check the pricing on the payment screen. You cannot buy AI quota with coins.

No. AI limits are used when creating or editing an experience, while coins are used to buy avatar items or items within an experience.

Recharging coins does not increase AI limits. Plus membership is a subscription that provides coins monthly and has no relation to AI limits.

Please try again or refresh the page. If the problem persists, try opening play.pogl.com in a different browser.

If you are using parental controls or site-blocking apps, poglusercontent.com may be blocked, preventing the experience from opening. Please allow that address.

If the problem occurs only in a specific experience, select the experience issue in the report on the experience screen and let us know. The report will be forwarded to the creator.

Tap Share on the experience screen to send a link; the person who opens the link will join the same server. You can join immediately even without an account.

If a friend you follow is playing, you can join directly from the Friends row in Explore.

For solo experiences, each person who opens the link plays separately. If the server is full, you can wait until a spot opens or join a different server.

Progress from playing without logging in remains only in that browser and will not carry over if you switch devices or browsers. If you sign up in the same browser, your progress up to that point will be transferred to your account.

If you log in with an existing account, progress made before logging in will not be merged. Some experiences do not support saving.

The browser inside the app may not handle login and progress saving properly, so it links to the default browser.

If it does not switch automatically, select Open in external browser from the menu in the upper right of the screen. You can continue playing as is, but progress may not be saved, and sign-up and login can only be done in the external browser.

Experiences featuring AI characters use AI credits. Free credits are shared across all experiences and are replenished 24 hours after first use.

If you do not want to wait, you can buy AI credits with coins from the guide window. Purchased credits remain on your account and can be used in all experiences. If you are not logged in, you will receive more free credits after logging in.

Yes. You are free to upload and promote play videos of experiences you have created to YouTube, TikTok, and similar platforms.

You can also post introductions or updates about your experience in the Free tab of the community. Please be careful not to include others' copyrighted works or personal information.

You can top up coins on the Coins screen, or subscribe to the Plus membership that provides coins monthly.

To receive it without payment, please invite friends. If a friend who joined through my invitation link plays, we will give 50 coins. It may not be paid for sub-accounts or mere sign-ups.

They are used to purchase avatar items, items in the experience shop, and AI credits for conversing with AI characters within experiences. Changing your ID also costs 500 coins (the first change is free).

Please confirm you are logged in to the account you paid with, then refresh the screen to recheck coin history or plan.

If it still does not reflect, please contact Payment·Subscription·Coins support with the payment date and amount, and the payment method (web or app). Do not send passwords or card numbers.

For duplicate or incorrect payments, please contact Payment·Subscription·Coins support with the payment date and amount. The operations team will check the payment status and usage history, then guide you on the processing method.

Coins already used and the remaining period of a subscription are not refundable except as provided by applicable law. For detailed criteria, please refer to the Terms of Service.

Subscriptions purchased on the web can be changed or canceled in subscription management. You can open subscription management from Plus Membership on the Coins screen for Plus membership, and from the Plans screen in Studio for Developer·Studio plans.

Subscriptions purchased in the app can be changed or canceled in the subscription menu of the store where you purchased (App Store or Google Play).

Even after cancellation, you can continue to use the service until the end of the period already paid.

When a player purchases an item with paid coins in your experience, a portion accumulates as revenue. The distribution rate is 50% for the Free plan and 70% for the Developer and Studio plans. If purchased with free coins received from ads, missions, etc., it accumulates calculated at 10% of the value of paid coins.

Accumulated revenue can be checked in Revenue on the first screen of Studio, and you can request a withdrawal once it reaches the minimum withdrawal amount. We will send a remittance guide to the email you registered with upon request.

If you signed up with email, please tap Password Reset on the login screen. The reset link received by email must be opened in the browser that made the request.

If you signed up with Google or Apple, please log in again with the same account. You cannot log in through browsers within apps like KakaoTalk or Instagram, so please open it in your default browser.

Please check that the email address you entered is correct and check your spam folder. If there is no email, you can tap Resend confirmation email on the sign-up screen.

If you have made multiple requests, please use the link from the most recent email you received.

You can change your ID in Profile Edit on your profile. The first change is free; every change after that costs 500 coins.

IDs must be 4–20 characters and consist of lowercase English letters, numbers, periods, and underscores. Your previous ID will not be available for others to use, and links that came to your old address will redirect to the new address.

You can request account deletion in the Danger Zone of Settings. After you request, the account will be fully deleted after 30 days; you can cancel this by logging in again before that. If you have an active subscription, you must cancel it first.

After deletion, any public experiences you published will become private, and coins, items, and records cannot be restored. Records related to payments and reports may be retained for the period necessary for applicable laws and processing.

In Settings > Notifications, you can turn app notifications and emails on or off by category. You can also turn off email notifications at once without logging in via the notification settings link at the bottom of the received email.

Essential notifications related to payments, settlements, and security cannot be turned off.

The language in Settings applies to the app and Studio screens. User-generated content such as experience titles or comments is displayed in the language it was written.

The language within an experience changes only if the creator has added translations. Creators can translate their experiences into other languages in Studio Translations.

You can report from the report option on the experience screen, and from the menu on profiles, comments, and posts. The operations team directly reviews safety-related reports and takes action if a violation of the Pogl Play Community Guidelines is confirmed. You will be notified of the handling result via notification.

For issues with the experience itself, such as it not working, please report it as an experience issue. It will be forwarded to the creator. You can also block a user from their profile if they are bothersome.

After logging in, a screen will be displayed informing you of the reason, duration, and restricted features. The restriction will be automatically lifted when the period ends.

If you have a objection to the action, you may file a objection once on that screen within 15 days from the date you received the notice. The operations team will respond within 15 days from the date they receive it, and you can check the response in your inquiries.

For matters that require your personal information such as payments or accounts, please select the type and enter the details in the inquiry submission. Login is required, and you can check the response in My Inquiries and Notifications.

Content that other users may also be curious about, such as how to use the service or desired features, can be posted in the Community's Q&A/Suggestions tab, and the operations team will respond.

For inquiries related to experiences, please include the experience link, the device used, and the situation where the problem occurred. To add more details to a submitted inquiry, open that inquiry in My Inquiries and leave a reply.

Please check your internet connection and try again in the security verification area.

If the problem persists, please check for ad blockers or browser security settings, or try again using a different up-to-date browser.