Crunchyroll FAQs

General FAQ

What is Crunchyroll Games?

Crunchyroll Games is Crunchyroll's own game publishing label, and our goal is to bring amazing anime-based mobile games to -- not only our users -- but to all anime and video game fans to enjoy.

Why did Crunchyroll launch Crunchyroll Games?

We know video games are a natural part of the anime ecosystem and fit well within our existing offerings, such as video, manga, and merchandise. To connect our community to each other and the content they love, we are providing a full slate of 360-degree anime experiences for both our users and anime fans in general.

What type of games will Crunchyroll Games offer?

Our current focus is on anime-based or anime-inspired titles on mobile devices. With that said, we are keeping our eye on a variety of options and opportunities, across many genres and platforms.

Where will the games be available?

This will vary depending on the Crunchyroll Games title. Many of our games are currently available internationally.

Will we launch other games?

Our goal is to build Crunchyroll Games into a strong, trusted gaming label with a continuous slate of new titles. Through our partnerships with leading developers in mobile gaming, we will continue to grow Crunchyroll Games and keep bringing engaging, interactive anime-based and anime-inspired games to fans globally.

How many games will we bring to the West?

Were working hard to bring the best games we can to Western audiences. Follow us on social media ( Twitter, Facebook, Instagram ) or subscribe to our newsletter forall the latest updates on upcoming games -- we will provide announcements on new titles when we have more information.

Will we work with other game studios?

We are open to collaborating with any studio that has a proven track record for building great anime games focused on player experience.

Title-Specific FAQ

Mob Psycho 100: Psychic Battle

For technical issues regarding Mob Psycho 100: Psychic Battle you can ask here: [email protected]

RWBY: Crystal Match

For technical issues regarding RWBY: Crystal Match you can ask here: [email protected]

Bungo Stray Dogs: Tales of the Lost

For technical issues regarding Bungo Stray Dogs you can ask here:

[email protected]

DanMachi - MEMORIA FREESE

Is Crunchyroll Games still the publisher for DanMachi - MEMORIA FREESE?

While we had an incredible time working on "DanMachi: Memoria Freese" over the last year, Crunchyroll Games will no longer be publishing the title starting June 25, 2019. That said, well continue to work alongside GREE as a strategic partner.

VRV is an exciting new video experience bringing the best of anime, animation, gaming, comedy, fantasy, and technology to fans in one unified environment.

How will this affect Crunchyroll?Crunchyroll will also be available as a channel on VRV in addition to its current standalone service. Its like how you can subscribe to HBO GO, or add HBO onto your cable package.What devices will VRV be made available on?VRV is available on iOS phones/iPads, Android devices (including Android TV), Fire TV, Apple TV, XBOX One, PS4, Chromecast, newer Roku devices and on the Web. We are working to make VRV apps formore devices. We can't give out dates, but watch for new announcements!nts!Isa free version be available? Yes. VRV hasboth a free subscription where users can view ad-supported content, and a paid premium subscription where all content is ad-free. What channels areavailable on VRV?

VRV Premium includes:

Boomerang

Cartoon Hangover

Crunchyroll

HIDIVE

MONDO

NickSplat

Rooster Teeth

VRV Select

Will any content be exclusive to VRV?Yes. VRV will feature some content that is exclusive to our platform, for example Cartoon Hangover, MONDO, and VRV Select are channels containing content found exclusively on VRV. All other content that is given to VRV exclusively will be determined by each individual content provider. Why can't I access the VRV site? is only available in the US at this time.

If I subscribe to VRV do I still have to pay for Crunchyroll.com membership?No. If you are a VRV premium member then all you have to do is link your Crunchyroll.com account here.There is no need to pay twice, so be sure to cancel at Crunchyroll.com if you are paying on VRV.For more information on VRV Account linking go here.

For more details, also check out the full Site News post on Crunchyroll.

If you are attempting to create a new account but are receiving an error stating:

"incorrect login information"

It is most likely because the username you are selecting is already taken. Please select another username and see if that clears it up. Remember to make the username as unique as possible. If the issue persists, send us a help ticket and we'll do our best to assist.

If you have ever had another account which used PayPal as a payment method you will not be able to add it to a new account until you first follow these steps:

1) Log into your PayPal account

2) Delete the billing agreement with Crunchyroll in PayPal's settings

Doing this will free up this PayPal account to be used on a different Crunchyroll account.

If you are still having issues after this, as a troubleshooting technique please first try to add PayPal as a payment method using a mobile device. Any issues beyond that will require a help ticket. Please be sure to include the email address on the PayPal account you are attempting to use.

Why am I seeing a new video player on Crunchyroll?

Were always trying to improve the Crunchyroll experience, and as part of that, we are introducing our new video player on desktop. We are always looking for ways to update and improve our service, and as such we still have more features planned for our player, so stay tuned!

Whats the point of a new video player?

The new Crunchyroll player will have much better performance, making it that much easier and faster to watch your favorite anime. Also, many users have been asking for a video player that uses HTML5 technology, which our new player does.

Is this available to everyone?

Yes, this is available to everyone, regardless of subscription status or geographic region.

How do I change the subtitle language / turn off subtitles?

You can change your subtitle language by selecting the language at the bottom of the screen, or by changing your preferred language in your account settings. You may also completely turn off subtitles by using the subtitle selector within the player.

What do I do if I find any bugs / something doesnt work / I want to provide feedback about the player?

For the above concerns, please first visit our web browser support page. If this does not assist you please contact us directly with your details.

Im a free user, am I supposed to be able to watch videos in HD?

Yes! Resolution will be based on bandwidth, but we are excited to provide HD video for all users on desktop, starting with this new player.

Whycan'tI turn off autoplay / why does autoplay take me out of fullscreen / why doesnt autoplay work on my browser?

Some autoplay functionality may not be available on the new player at this time, but we are working on continuous improvements to the player and you should expect to see these addressed shortly!

Whycan'tI take a clean screenshot anymore?

The player controls, including the large play button when paused, will fade away if you move your mouse away from the screen or leave the mouse inactive for a few seconds.

How do I see the playtime when skipping around within a video?When you drag the playhead across the timeline you will be able to see the current time in the bottom left corner of the player.

What are some of the hotkeys available with the new player?f - toggle fullscreen modem - toggle mutespace - toggle pauseleft arrow - back 5 secondsright arrow - forward 5 seconds

Some features from the old player are missing. What happened?

We are still working on new features and will continue to roll them out as soon as they are available. Please stay tuned!

If you have a request that is not listed above,please contact us directly with your feedback.

If you are experiencing problems where you only see a black screen, a blank screen, or your videos are halting and stuttering, here are a few basic troubleshooting steps you can try:

Try turning off any adblocker programs as some may have detrimental effects.

Try running the browser in incognito and see if that fixes any issues. If it does, it may mean one of your extensions is conflicting with video playback.

Try another browser.

If you're running on Windows 10, have you tried our Win 10 App ?

Make sure your browser is currently up to date.

Current Supported Browser versions

Browser

Supported versions

Chrome

69+

Chrome (Android)

55+

Safari

10+

Safari (iOS)

10+

Firefox

60+

Edge

15+

If you have additional questions/feedback about the new video player. Please check out our New Video Player FAQ.

Getting to the right servers:

Because the servers for various devices are all located in different parts of the country sometimes it's a matter of pointing to the right DNS server.

Youll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide ( https://store.opendns.com/setup ). I'd try this first, as their servers are only in the USA and Europe. If this doesn't seem to help, you can try Google's Public DNS ( https://developers.google.com/speed/public-dns ).

This DNS change seems to work well with ongoingvideoproblems.

If you run into further trouble, just let us know what DNS you are using when youcontact us.

Crunchyroll may be charging a tax on your bill as required in your jurisdiction. This means were required to collect taxes which we must remit on our users behalf to the appropriate Departments of Revenue in each state, county, or city that has passed an internet tax on.

This tax is automatically collected on your monthly charge. The amount depends on what your state or region requires.

For more information about online taxes please see your local tax authorities' websites.

How is the tax amount determined?:

Taxes are determined by your local city/county/state based on your billing address. The tax is applied at the time of your billing based on the laws governing your area at that time. The amount may be subject to change as local tax requirements change. Please remember to keep your billing address updated.

Do our advertised prices include sales tax?

No, advertised pricing does not include sales tax. If sales tax applies for your location it will be an additional charge.

How do I see how much tax I was charged?

The tax will be listed as a separate line item on your monthly bill. See below:

Overview

Crunchyroll Digital Drops is the new home for Crunchyroll fans to engage with anime stickers, digital figures and rare e-memorabilia from across the Crunchyroll universe. With new content dropping regularly, join anime fans on the chase to find rare, covetable digital drops from many of your favorite anime series.

Collect stickers, gifs, character art, memorable scenes and other types of memorabilia in digital form. Each collectible is guaranteed unique and limited by the number of packs available - so get in early for a chance to score the most valuable items!

Trade with friends to complete your collection, climb the leaderboard to show off your rare items, and build out your ultimate collectors shelf. Now for the first time ever anime fans can collect, trade, and share superfun anime digital collectibles, with an easy keyboard integration that lets you add you anime images right into your text messages.

So stop reading, and start collecting!

Digital Drops Deep Dive

What are Digital Drops?

You have made your desks, shelves, and bedrooms happy with pins, plushies, and figurines from all your favorite anime - and now technology has evolved to let us finally create collector-worthy items in the digital space. So rejoice Crunchyrollers, as we drop new sets of digital collectibles so you can load up your smartphones and computers with the worlds best digital anime memorabilia!

What Actually Makes Them Collectible?

The proprietary digital goods platform that Crunchyroll Digital Drops is built on, contains the most sophisticated digital goods technology that exists. Each item created is limited in production, individually unique, permanent, trackable, and transparent. That means you can smile over stickers, trade scene cards with friends, showcase coveted memorabilia, and relish in the very best of anime digital collectibles - knowing that these items are yours to keep - just like your physical collectibles!

What are Digital Collectibles?

The digital collectibles will take a variety of forms - from gifs and animated stickers, to scene cards, character sketches, and autographed memorabilia. Stay tuned as new types of collectibles are dropped!

Rarity

There are 4 collectible rarities: Common, Uncommon, Rare, and Super Rare. The higher the rarity, the more difficult it is to get!

Collectibles Found

This refers to how many instances of that collectible that have found by the community.

Unique Print Numbers

Each collectible is unique and individually numbered. If you own multiple instances of a single collectible, each one will have a different print number. As collectibles are sorted into mystery packs, there is a non-linear nature to the collectibles that are found - meaning the first person to receive a certain collectible may not necessarily receive the first print.

Leaderboards

Leaderboards display the current status for who owns the most rare (lowest number prints) of a certain collectible.

Buying and Trading Digital Collectibles

How do I Redeem a QR Code for a Digital Drop?

Attending an event or purchased an item with a QR code for redemption?! Nice! Open up your camera app and scan the QR code. If the Crunchyroll Digital Drops app is already downloaded and you are logged in, you will be brought directly to the redemption page and a code will automatically load. Just click Redeem and redeem the code for your Digital Drop! If youdon'thave the app downloaded yet, you will be prompted to download the app and once you login first.

How do I Buy a Digital Collectible?

Digital collectibles are sold in app through packs. A pack can be purchased through In App Purchase, and will give fans a certain number of collectibles from within a specific set. A set is a thematic grouping from one anime series. Each collectible will have a certain probability of being included in any given pack.

I Need A Specific Collectible To Complete My Set, How Do I Get It?

Packs:

You can keep trying your luck by buying packs from the set that contains the collectible youre after!

Trade:

You can see if the collectible you want is available for trade. To see if there is one available, either search for that collectible in the Trade tab under giving, or scroll down on the collectible detail page to see trade activity and simply click View Trades to see all trades listed with that collectible.

How do I make a Trade or List my Item for Trade?

Click the Trade tab at the bottom navigation pane of the app. There you can search or browse listings and see recent Trade activity. To list your own item for sale, simply click Create Post and select either Seeking or Giving. Select which item you are seeking from the community or post an item from your inventory that would like to put up for Trade.

If someone makes you an offer you will get a notification with the offer details, and you can choose to accept or reject the offer.

How Long Do Trades Last and How Long Do I Have to Accept Offers?

Trade postingsdon'texpire, which also means youdon'thave any time limit to accept an offer. Its up to you if you want to hold out longer and see if a better offer comes in!

How Do I Make A Trade With A Specific Person?

There are three ways to initiate a direct trade:

QR Code

You can share your personal QR code with a friend by going to your account screen (click on your avatar image on the upper right). In your account screen, you will see your personal QR code. Have your friend grab their phone, scan your code, and be magically directed to your Profile page. Once on your page, they can click Trade to initiate a Trade post.

Search

You can search for a persons username in the search navigation in the upper left. This will take you to their profile page where you can then initiate a trade by clicking the Trade button.

Clicking on Username

Throughout the app the owners of the most valuable prints or the most number of Collectibles within a Set are visible on leaderboards. By clicking on a Username in one of these places, you will be taken to that users profile page. Simply click the trade button to initiate the Trade dialogue flow.

Collections, Profile, And Social

How do I showcase my awesome collection or see other peoples collections?

Nice job completing Sets and adding lots of fun collectibles to your digital shelves! Go ahead, show off your collection and brag to friends. You can view your collection by clicking the Collection tab at the bottom of the app. Once there you can share a screenshot of your collections with friends outside the app via social, text, or email. If you want to show off to your friends in app, simply share your profile name (visible in your Settings, if you click the button in the upper right-hand corner of the app).

Your friends can search for your profile by typing your username into the Search, which is in the upper left hand corner. You can also view peoples collections by clicking on their username directly, if you see it in the app through leaderboards or Trade posts.

Can I Customize my Collection?

We know how important it is to be able to customize your collectible showcase and are working on additional features to let you show off your collection. Stay tuned as new customization features are launched!

How do I use items in my Collection as stickers in text messages?

Share directly from your Collection:

In the Crunchyroll Digital Drop app, click on an item from within your collection and then click on the chat icon on the bottom right.

Just select the app you would like to share the sticker in and the sticker automatically be pasted.

Note: On Android you may be asked for additional permission to access your media files on your device in order to utilize stickers in external apps.

Use Stickers in iMessage on iOS:

When typing a message, little app icon bubbles will be visible above the keyboard in a navigation bar. These are the various applications that have sticker capabilities. Simply swipe along this navigation bar until you see the app icon for Crunchyroll Digital Drops.

Click on the Crunchyroll Digital Drops icon to pull up your sticker collection, and scroll down to find the sticker you want to use. Tap the sticker to copy, and then tap paste to insert into your text message.

Use Stickers with Gboard on Android:

Your collectibles can be used as stickers within Gboard - just be sure you have Gboard installed!

From within your Gboard, click the sticker icon in the Gboard menu bar.

Scroll to find the app icon for Crunchyroll Digital Drops. Click the icon and your collectibles will appear as stickers below. Scroll down to view your entire collection.

Select the sticker you want to use to send it in your message!

Other Issues

My sticker is missing; what should I do?

Its possible you may have traded a sticker from your collection or perhaps you received a different sticker than expected from purchasing a pack. We are happy to look up your account history and tell you what happened. Please contact us for additional support and include the sticker description, purchase or trade date and any other information that may help us solve your problem.

How do I correct a trade?

Trades occur instantly between two users and we are unable to retrieve your items as they are now in someone elses inventory. If the trade was made accidentally, you can propose to swap the items back by initiating a direct trade with that user.

Can trades be made through the Rare Bits platform?

No. In order to trade Crunchyroll digital collectibles with other users, this must occur within the Crunchyroll Digital Drops mobile app.

Do I need a special wallet in order to make trades?

Nope. This is all facilitated natively within the app.

Is there anyway for me to move my stickers to personal/cold storage for safety?

If you would like to transfer your digital goods to a personal digital wallet, go to Rarebits.io and log in with your Crunchyroll credentials. Click on your account in the upper right and then select the transfer option to transfer your items to your personal Ethereum wallet or storage solution of choice.

Can the stickers or the record of transactions/trades be tampered with by hackers?

The Rare Bits digital goods platform has been built from the ground up and is the most sophisticated digital goods engine that we know of. Weve taken security measures to ensure that our goods and users are protected from attacks, but if you would rather use a different security protocol, you are free to move your goods to your own wallet, as mentioned above.

Note: Accidentally having dubbed content selected (which differs from your language settings) WILL cause various video/connectivity errors. See below

Some series do have dubbed seasons available in other languages. In order to watch content dubbed in these other languages you will need to check your language settings and make sure your preferred language matches the dubbed language. You can find the language options at the bottom of your screen when logging in on web. On other devices you will find it in your account settings.

If you attempt to view content dubbed in another language without changing your preferred language you may receive the following connectivity errors:

On PS4 you will receive a message stating:"Unable to access online features. Please check your network settings and try again"To fix: Please scroll to the correct season/episode.

On Xboxyou may receive one of the following:A message stating: "Video Unavailable"No message, the video just refuses to loadTo fix:Please scroll to the correct season/episode.

On Android and iOS you may receive the following messages:"We're currently preparing this show for your device. Please check back later!""Unable to load video"

To fix: Use the season selector pictured here:

If any of these issues crop up, be sure to check both your language preference as well as the season you are attempting to view.

All videos work except one specific video/series.

Please first check if the season for the show you are attempting to view is dubbed in another language. In order to view these International Dubs you will have to make sure the dubbed language matches your preferred language in your settings. (If you are attempting to view English dubs, make sure your preferred language is set to English)

PLEASE NOTE:This issue may commonly occur on series such as Mob Pyscho 100, Konosuba, Re:Zero, and any other series with international dubs. For more information click here.

If it's just one video then you should contact us to tell us the specific video you had trouble with, as well as what device you are watching on, so we can check the encoding of the video.

No videos work. They won't play at all.

If you are on a console:On your console, clear yourCACHE, and then delete theAPP DATA (in that order) before uninstalling, deactivating/unlinking your device from the My Devices page, and reinstalling the Crunchyroll app.Mobile users: Please see the Android or IOS section of our Knowledge Base. If you are on a computer using a browser:Make sure your browser is up to date. See supported browser versions here.Disable any browser extensions (or try incognito mode). Try more than one browser.

Most videos play but stop and start or jump to the next episode.

There are three more areas that can have issues when streaming videos. You will need to check your network connection (usually your WiFi), make sure you are connecting to the right servers and, if probably still arise, try lowering quality settings.

WiFiYour device needs a stable connection. All you can do to resolve this is to make sure your connection is as stable as can be and try again. A common issue is other people streaming video on the same home wifi.Getting to the right servers:Because the servers for various devices are all located in different parts of the country, sometimes it's a matter of pointing to the right DNS server.Changing your router's DNS should resolve this. Youll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide ( https://store.opendns.com/setup/#/ ). You should try this first, if in the USA and Europe. If this doesn't seem to help, you can try Google's Public DNS ( https://developers.google.com/speed/public-dns ).

Lowering Quality SettingsVideo quality should be set to "auto" by default, however sometimes an unstable connection may still cause hiccups in the quality selection and cause lengthy buffering times. On mobile devices this may cause the video to stop and say "This video is taking a while to load...". Try setting the quality to a low setting and see if that alleviates the buffering/loading issues.

The new video player on web browsers is missing features/not working properly.

Our new video player has just rolled out and new features are already on their way. If you have any questions about the player, please see our New Video Player FAQ.

To find costs and differences between plans check out the Plan Comparison page here. For your convenience, this subscription will automatically renew, but you may cancel your renewal at any time.

We are excited to announce that the Crunchyroll Outreach program, which was temporarily on hold, is now back open for public libraries and school libraries!

If you have a library sponsored anime club that meets regularly, please email [email protected] from an email address ending in .gov, org, or .edu. so we can provide you with more info. We do not have approval to support non library sites at this time. This is for libraries only.

Before emailing create a free Crunchyroll account. An existing account is fine. Make sure the associated email with the account is a .gov, .edu, or .org type email address. Do not enter a credit card number. Make sure it's a free account. (limit one per organization)

Please let us know:

The name of the library/organization:

Librarian name:

Name of the club:

The size of your group:

How often you meet:

We will provide you with more watching info and premium access once the request is approved.

If you are having an issue with a specific episode or series:

Please first check that the show you are attempting to view is not dubbed in another language. Using the season selector should show you if you are attempting to view the base series (English Sub) or an international Dub.

https://developers.google.com/speed/public-dns

For additional info go here: https://help.crunchyroll.com/hc/en-us/articles/360023672192

If you are intentionally attempting to view an International Dub and it is not working you will have to make sure the dubbed language matches your preferred language in your settings. (If you are trying to watch English dubs, make sure your preferred language is set to English)

If issues with a specific episode or series continues, please write in and let us know.

If you get a message that says "Sorry, this video cannot be played", this means that either:

Your device has an unstable connection. All you can do to resolve this is to make sure your connection is as stable as can be and try again.

If the problem occurs even when you are on a stable WiFi connection, your device may be unable to decode the video. See if the problem is with more than just one video. If it's just one then you should contact usto tell us the specific video you had trouble with, as well as what Android device you are using, so we can look into it.

If the issue is with all videos then we will need to troubleshoot the app. On your device, clear your cache and delete the app data before uninstalling, unlinking and deactivating your device from your account settings ( https://www.crunchyroll.com/acct/?action=devices ), and reinstalling the Crunchyroll app. You need to perform all steps before reinstalling.

The last troubleshooting step has to do with connecting with our servers. Because the servers for various devices are all located in different parts of the country, sometimes it's a matter of pointing to the right DNS server. Changing your router's DNS should resolve this. Youll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide ( https://store.opendns.com/setup ). You should trythis first, ifin the USA and Europe. If this doesn't seem to help, you can try Google's Public DNS ().

If you get a message stating "We're currently preparing this show for your device. Please check back later!", it may mean:

The show you are attempting to view is currently being uploaded/encoded. While it may be available for some devices, other devices may be behind by just a few minutes.

If you are not a Premium Member and it asks you to upgrade in order to watch, that means that the video is only available to Premium Members at this time.

If you are having an issue with a specific episode or series:

Please first check that the show you are attempting to view is not dubbed in another language. Using the season selector should show you if you are attempting to view the base series (English Sub) or an international Dub.

https://developers.google.com/speed/public-dns

For additional info go here: https://help.crunchyroll.com/hc/en-us/articles/360023672192

If you are intentionally attempting to view an International Dub and it is not working you will have to make sure the dubbed language matches your preferred language in your settings. (If you are trying to watch English dubs, make sure your preferred language is set to English)

If issues with a specific episode or series continues, please write in and let us know.

All videos are having issues:

Your device has an unstable connection. All you can do to resolve this is to make sure your connection is as stable aspossibleand try again.

If the problem occurs even when you are on a stable wificonnection, your device may be unable to decode the video. When this happens, you should contact usto tell us the specific video you had trouble with, as well as what device you are using, so we can look into it. Check if other videos work to see if it's only that particular one, or all videos across the board.

There are two areas that can have issues when streaming videos--the app and getting to the servers.

-Getting the app all set:

On your device, clear your cache and delete the app data before uninstalling, unlinking and deactivating your device from your account settings ( https://www.crunchyroll.com/acct/?action=devices ), and reinstalling the Crunchyroll app.

-Getting to the right servers:

Because the servers for various devices are all located in different parts of the country, sometimes it's a matter of pointing to the right DNS server.

Changing your router's DNS should resolve this. Youll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide ( https://store.opendns.com/setup ). You should trythis first, ifin the USA and Europe. If this doesn't seem to help, you can try Google's Public DNS ().

If you get a message stating "We're currently preparing this show for your device. Please check back later!", it may mean:

The show you are attempting to view is currently being uploaded/encoded. While it may be available for some devices, other devices may be behind by just a few minutes.

If the item page no longer exists, chances are we have sold out and are not taking any new orders for the product. Please do not worry as you have reserved your item if you already pre-ordered. When the item ships out, you will receive an e-mail with tracking information.

If the item has not shipped out, please contact customer service and select 'Store' as the problem category. In your message, you mayrequest an item/order cancellation. Please be sure to include your order number with the request and the item/s you wish to cancel. Mostorders can be canceled prior to shipping with the exception of Daily Deal and Mystery Bundle items.

1. If the item has not shipped out, please contact customer service to request an address change and select 'Store' as the problem category. Please be sure to include the new shipping address in the message.

2. If the item has already shipped out, please contact customer service to let them know you have moved. Please be sure to fill out a Change of Address form with the post office so all mail and packages are forwarded to you. If the package is sent back to us, we may be able to re-ship it if the address is in the United States.

Crunchyroll Store Policy

30-Day Return Policy

You may return most goods within 30 days of the delivery date for a full refund of the purchase price. The shipping cost will not be refunded unless you were sent a wrong or damaged item.We do not accept returns for digital goods, mystery bundles, or opened DVDs and Blu-rays. Products must be returned in good condition with original packaging.

Please contact us using the email form on http://www.crunchyroll.com/help?topic=contact and select 'Store' as the problem category.

Shipping expenses for shipping the product back to Crunchyroll are the responsibility of the owner. Crunchyroll cannot be held responsible for any damage that occurs during the return shipment.

Note: 3rd Party Vendors may have different return policies.

When returning a product, please note the following:

Sales on Daily Deal products and Digital items are final. You cannot return or exchange these products.

All packages being sent to Crunchyroll must have the order number written on the label or inside the box.

Please allow 3-5 business days from receipt of the return package for your refund to be processed.

Crunchyroll reserves the right to charge a restocking fee of up to 20% on all return (non-warranty) products that are returned. (Needs to be published as part of Store policy)

Mystery Bundles/Deals

One per customer. (In the event we allow more than one per customer, you may receive duplicates.) If the same deal is featured at a different time, you may get duplicates.

No exchanges or modification are available for bundles or individual items within the bundle.

All sales are FINAL.

Digital Products

If you have any issues downloading the product or redeeming your license key, please contact [email protected].

All sales are FINAL.

Pre-order Policy

For pre-order transactions, Crunchyroll collects payment at time of transaction.

Pre-order delivery dates are best estimations and are subject to change at the discretion of the manufacturer.

Cancellation Policy

We reserve the right to refuse or cancel an order for any reason including but not limited to quantity limitations available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our credit and fraud avoidance department.

Damaged Item/Warranty Policy

In the event that your purchase was damaged upon receipt, please contact us immediately with your order information and photos of the damaged product. Our Customer Support team will contact you to resolve your issue.

If the damaged item is from a 3P vendor, Customer Support will contact the vendor.

In the event that you wish to return your warranty product, Crunchyroll will provide you with a pre-paid shipping label.

International customers must return warranty products at their own expense, but Crunchyroll will reimburse you up to 30 USD once we have received the return shipment and verified that it is a valid warranty claim.

Replacement is subject to availability of items. In the event that the damaged item is out of stock, we reserve the right to issue a full refund instead.

Lost Packages

If a package is shown as delivered in tracking but not received, please contact the carrier and notify us via http://www.crunchyroll.com/help?topic=contact. If it is determined that the package is lost due to mis-delivery by the carrier, Crunchyroll will replace your order based on our warranty policy.

Please note that customers are responsible for ensuring that their shipping address is correct. Crunchyroll cannot be held responsible for undelivered packages that are lost or sent back due to incomplete or incorrect addresses. Customers must notify Crunchyroll of any address changes before their package ships.

In the event that a package is returned to us, the customer must pay an additional shipping fee in order for the package to be sent out again.

Sales Tax

Sales tax is applied for all California residents.

Gifts

If you are ordering a gift for someone, please note that your items will not be wrapped. You may enter a short note during the checkout process, which will appear on the packing slip inside the package. For international shipments, the declared value of the item may appear on the customs forms. For pre-orders, keep in mind that the estimated arrival date may change at any time.

Shipping Costs

We provide you with shipping costs at the time of checkout. Each item may ship separately from different vendors.

International Shipping Policy

Most items ship from the United States. Shipping rates vary depending on the delivery address, size, and weight of your order. You are responsible for making sure the item can be lawfully imported to your country. Your packages may be subject to customs and import fees in your country. You are responsible for these charges.

Your shipment may also take longer than the estimated delivery times. International shipments may be subject to customs clearance procedures, which can cause unexpected delays.

Delivery Times

Shipping times vary according to the vendor. Once your order is placed in our system, the vendor is immediately notified. Vendors typically take 24-48 hours to process your order. The delivery time after processing varies based on the vendor's available shipping methods. We are working on providing you with accurate shipping times. Currently, we are seeing delivery times anywhere from 3 days to 2 weeks within the US. If the item is backordered, it typically will take up to 3 weeks for you to receive the item.

Once an item is shipped, tracking numbers will be provided for USPS, UPS, and FedEx shipped items. In special circumstances, tracking numbers may not be available. Japan Post does not provide tracking information. Shipment dates and tracking information are provided by the vendor.

For international orders (outside the US), your shipment may take longer. International shipments may be subject to customs clearance procedures, which can cause unexpected delays.

We do NOT accept returns for cosmetic damages on the products packaging due to shipping.

CRUNCHYROLL STORE QUESTIONS

Where is my package?

If your package has shipped out, you should have received an e-mail notification with tracking. Check your Spam folder if you believe your item has shipped but did not get a notification.

When will my package ship?

Please log into your Crunchyroll Store account:

https://store.crunchyroll.com

and click on the 'My Account' icon on the top right side of the screen and select'Order History'. Select the order number for the item/s you are inquiring about to check the estimated shipdate. When your package ships you will receive an e-mail with the tracking number.

Tracking your package:

While most often shipments are USPS or FedEx, on occasion our shippers must use DHL, UPS, or Asendia.

Past EstimatedShip Date:

We may not have received the shipment yet. There can sometimes be delays from the manufacturer or overseas shipping. We are currently waiting for these items to arrive at our warehouse from our vendor. Once they do arrive, we will ship them out, and you'll receive a confirmation and tracking email.

You can check for anupdated estimated ship date in your 'Order History'. Simply Log In to your Crunchyroll Store account andselect 'Order History' under 'My Account' to view your orders - located on the top right side of the screen. Select the orderyou are inquiring about and then select the item.

If an updated estimated ship date is not shown you can also try checking to see if your item is on the Delayed Items List forum post that we update monthly:

Delayed Items List

Sorry that our PlayStation 4app is giving you trouble! Here are a few basic tips that can help get Crunchyroll running for you again:

For starters, please completely back out of the Crunchyroll app by pressing the PSbutton on your controller, and selecting CLOSE APPLICATION.If that does not work, restart your PlayStation 4, then restart the Crunchyroll app.

Select SETTINGS, then NETWORK, then TEST INTERNET CONNECTION, and check to ensure your PS4has a stable connection.

Ensure that your PlayStation 4 consoleand Crunchyroll app are updated to their most current versions.

If these steps don't help, uninstall your Crunchyroll app by going to TV/VIDEO, highlighting the app, pressing OPTIONS on your controller, then selecting DELETE. Then head on over to your Crunchyroll account settings ( https://www.crunchyroll.com/acct/?action=devices ) and unlink and deactivate your PS4. Reinstall the app by downloading it from the PlayStation Store.

If you are receiving a message stating"Unable to access online features. Please check your network settings and try again" or other connectivity errors:

It may be that you are attempting to view a season that is dubbed in another language. Please make sure the season you have selected is either the base season (The English subbed version) or is dubbed in English. Then make sure your preferred language is set to English. If you are attempting to view a season that was dubbed in another language you will first need to switch your preferred language to match the dubs.

Changing your DNS:

Because the servers for various devices are all located in different parts of the country sometimes it's a matter of pointing to the right DNS server. So let's see if updating your **Playstation 4**'s DNS settings will help.

##### [OpenDNS Servers:](https://use.opendns.com/) Primary: **208.67.222.222**Secondary: **208.67.220.220**

##### [Google Public DNS Servers:](https://developers.google.com/speed/public-dns) Primary: **8.8.8.8**Secondary: **8.8.4.4**

##### From Your PS4:1. Go to _Settings_2. Go to _Network_3. Go to _Set Up Internet Connection_ * Choose the appropriate network connection method * Select _Custom_ * IP Address Settings: Automatic * DHCP Host Name: Do Not Specify * DNS Settings: Manual * Primary & Secondary DNS: **_See Above_** * MTU Settings: Automatic * Proxy Server: Do Not Use5. Save, turn off, and disconnect your PS4 for at least 30 seconds before restarting.

This DNS change seems to work well with ongoing video problems.

If you're having trouble unsubscribing from automated emails, you have a few options.

At the bottom of each automated email (like Daily Deals or the Newsletter), you will get a unique link specific to your email. Click on that link and you'll be unsubscribed.

To unsubscribe through your own account, follow these steps:

Click "Profile" in the upper right corner of any Crunchyroll page

Choose "Settings"

Choose "Email Subscriptions"

Select the subscriptions you would like to unsubscribe from. When you check or uncheck a box, wait a moment until you see the "Changes Saved" notification on the top banner. Depending on how busy it is, it may take up to a minute for changes to be registered.

If for any reason you are still receiving emails after completing these steps, we'd love to assist you. Please write in a help ticket and be sure to include the your email address as it exists in the mail headers from a recent mailing. To find this information you will need to inspect the emails details.

In Gmail for example, this could be found by opening the email and clicking the small down arrow in the header where it says "to me". Please copy and paste your email from the drop down that appears. This will make sure we're looking for the correct version of your email address. (accounting for any "." or "+" additions that may or may not be there)

If your Xbox One is crashing or timing out before you're able to watch any videos, you should delete the app, delete the related user data, and clear your app cache before reinstalling.

If the video just remains on a black screen, please make sure that the season being selected is the base season (The English subbed version) or the English dubbed version. Then make sure your preferred language is set to English. If you are attempting to view a season dubbed in another language, please check your language settings to make sure your preferred language matches.

Because the servers for various devices are all located in different parts of the country sometimes it's a matter of pointing to the right DNS server. So let's see if updating your **Xbox One**'s DNS settings will help.

##### [OpenDNS Servers:](https://use.opendns.com/) Primary: **208.67.222.222**Secondary: **208.67.220.220**

##### [Google Public DNS Servers:](https://developers.google.com/speed/public-dns) Primary: **8.8.8.8**Secondary: **8.8.4.4**

##### From your Xbox One: 1. Go to the _Dashboard_2. Press the _Options_ button on the controller3. Go to _Network_4. Go to _Advanced Settings_5. Go to _DNS settings_6. Select _Manual_7. Enter _Primary DNS_ 8. Enter _Secondary DNS_9. Save and Restart your XBOX One

This DNS change seems to work well with ongoing video problems.

If after that you are still having an issue, your Xboxcould be running lowon memory.

It's possible your Crunchyroll video Queue has grown too big, and this is affecting the app's memory. Go to your Queue and remove a few titles from the list. Try just the first and last. If that doesn't work, then remove more. Shortening your Queueshould resolve the issue.

What do I do if I think someone else is logging into my account?

If you believe someone else is logging into your account, please make sure you immediately change your password. You should then visit the " My devices " page within your account settings and remove any unknown devices.

What do I do if someone changed my email address?

Write in a help ticket so we can return your account to you as soon as possible.

How can someone get access to my account? How do I prevent this from happening?

Most commonly accounts are compromised because the same password is being used on multiple sites. Once there has been a data breach on one site and the password information is leaked, fraudsters will then try that email/password combination on many other sites. A good resource to be aware of is haveibeenpwned.com. This site will list many publicly known data breaches and let you know if your email address was part of any of them.

If you would like to do your best to prevent your account from being taken over please make sure to at least do the following:

1) Create a password that is both strong and unique.2) If you log in (to any site) using a public computer/device, make sure to log out afterward.3) Do not give out your password.

If you are not sure if your password is unique you may want to consider using a password manager like LastPass or 1Password.

What is the Super Fan Pack?

The Super Fan Pack is a curated membership bundle that includes everything on Crunchyroll and VRV, with access to many other subscription services and discounts.

How can I sign up for the Super Fan Pack?

The Super Fan Pack is available for first-time premium users asthey'resigning up in the US on web and Android. Current and previous Premium and Premium+ subscribers cannot upgrade to the Super Fan Pack yet. Were working on increasing the availability and will share more information in the future. Please note, that on the web youll need to make sure youre logged out before clicking on the Try Free button on the top of the page.

What subscription services will be included in the Super Fan Pack?

With your Super Fan Pack subscription, you will always get everything on Crunchyroll and VRV. The other subscription services you will have access to at launch will include ANiUTa and Utomik.

When will I get access to those subscription services?

ANiUTa and Utomik services will be available to all Super Fan Pack subscribers by 11/02/2018.

Who are ANiUTa and Utomik and what do they offer?

ANiUTa

The world's first anime song streaming service, ANiUTa, offers more than 12,000 songs available for streaming in the US. You can stream full songs at 320 kilobits per second and store up to 1,000 songs in a library. With songs from current shows like Attack on Titan Season 3, Steins;Gate 0, and The Ancient Magus' Bride, plus hot classics like Fairy Tail, Ghost in the Shell: Stand Alone Complex, and One Punch Man, theres something for every anime fans ears!

Utomik

Utomik brings a library of 800+ hand-picked games that grows every week. You get instant access to a deeply diverse collection so there's something for every kind of gamer. They have partnerships with 100+ publishers and developers such as Idea Factory Intl, SEGA, Warner Bros. Games, Aksys Games, and Curve Digital! Start playing after downloading a small part. No installations, no patching, no distractions! Start playing after downloading only a small part, the rest downloads as you play with no lag or buffering. Play what you want, when you want!

Are there other non-subscription service partners included in the Super Fan Pack?

Yes, were also launching the Super Fan Pack with support from MunchPak and Right Stuf Anime, each of whom will be providing discounts to Super Fan Pack subscribers. Well be providing more details about the discounts soon.

Who are MunchPak and Right Stuf Anime and what do they offer?

MunchPak

MunchPak delivers snacks from around the world direct to consumer. With 3 different sizes, over 60 different countries, and 15 ways to customize a MunchPak anyone can travel the world from the comfort of their home.

Right Stuf Anime

One of the industry's original pioneers, Right Stuf Anime celebrated their 31st Birthday this year and operates one of the trade's most recognized Internet storefronts. With over 25,000 products, its one of the premier North American specialty retailers in the anime and manga marketplace. Right Stuf also publishes its own anime titles under video production label Nozomi Entertainment, and handles production/distribution for several firms, including Sunrise, Inc. for their Gundam Franchise, Aniplex of America, PonyCan USA, and Eleven Arts, amongst others.

Will more partners be included in the Super Fan Pack?

Our goal is to build the Super Fan Pack into a premium, highly valued subscription bundle thats sustainable and flexible. With that said, our core focus right now is ANiUTa, Utomik, MunchPak, and Right Stuf Anime. Through these partnerships, were doing everything we can to ensure the Super Fan Pack is the best value in the marketplace for anime, games, music, and more.

How much will the Super Fan Pack cost?

The Super Fan Pack is $14.99/month.

How is the $100+ value of the Super Fan Pack being calculated?

The value of the Super Fan Pack is determined by the sum of all of VRVs channels at their la carte prices, savings from Right Stuf Animes discount, savings from exercised commerce purchases via free shipping and discounted items, your free swag bag, complete access to ANiUTa and Utomik, and variable costs on your MunchPak plan, which are dependent on the number of items in your box. Given the MunchPak offer is only good for your first box, the $100/mo value is unlikely outside of the month of your MunchPak box redemption. A more consistent and likely average value/mo is $70.

Does this mean the Crunchyroll Premium+ plan is going away?

Crunchyroll Premium+ members subscriptions remain the same. If there will be any changes to our subscription plans, we will notify all new and existing users.

Why does it say VRV is not available to me?

VRV is only available within the United States at this moment. We are working to make VRV more available soon! If you are in the US, make sure you have linked your accounts.

To link follow these easy steps:

Go to the user icon on the top right and select Link Crunchyroll.

On the Link Crunchyroll page, click on the blue Link icon.

Enter your Crunchyroll credentials and approve account linking. linking.

How do I redeem my free swag bag?

After you have been signed up for three consecutive payment cycles, meaning you have been subscribed to the Super Fan Pack for three months and have made three successful payments of $14.99, you will receive an email from Crunchyroll with your unique URL. This URL will direct you to the swag bag product page on the Crunchyroll Store. If you are already logged in with your Super Fan Pack email address and password you can continue through the checkout flow and redeem your swag bag. If youre not logged in you will need to first log in using your Super Fan Pack email address and password before you can complete the checkout flow and redeem your swag bag.

How do I access ANiUTa?

After you have started your Super Fan Pack free trial go to either the iTunes or Google Play stores and download the ANiUTa app. Onceyou'vedownloaded the ANiUTa app, open the app and tap on Other ID Login, select Crunchyroll ID, and log in using your Super Fan Pack email address and password.

How do I access Utomik?

After you have started your Super Fan Pack free trial go to https://gaming.utomik.com/crunchyroll and sign in using your Super Fan Pack email address and password.

How do I get my free snack pack from MunchPak?

After your free trial has ended and you have converted to a paying subscriber of the Super Fan Pack, you will receive an email from Crunchyroll with your unique coupon URL to redeem your free snack box from MunchPak. Clicking on your unique coupon URL will take you to MunchPaks website, where you will be presented with a number of snack box options. Your free snack box is applied automatically at checkout.

How do I redeem my Right Stuf Anime coupon?

After your free trial has ended and you have converted to a paying subscriber of the Super Fan Pack, you will receive an email from Crunchyroll with your unique coupon code to get up to 10% off your Right Stuf Anime purchase. You can apply your coupon code during your checkout on Right Stuf Animes website.

Why is J-Novel Club not part of the Super Fan Pack?

In coordination with J-Novel Club, the company was announced as an initial launch partner in the Super Fan Pack during Crunchyroll Expo 2018. However, after further discussions, J-Novel Club has decided not to continue its participation in the Super Fan Pack.

iTunes users skip to the IOS section below.

You can easily cancel your renewal at any time after the first 24 hours. Just log in and then click here. You can do it online, any time of day, with no cancellation fees. However, there are no refunds for partial subscriptions. If you run into any trouble after canceling, please contact us right away and let us know what issue you are having.

Not using the account, does not change the trial conditions stated at sign up. With a free trial, you must cancel before the trial period ends, to avoid being charged.

Please be aware that Free Trials cancel immediately. With a paid subscription, you can disable recurring payments on your Premium Membership instead of canceling immediately, and then enjoy the remaining paid time on your account.

Go to your account billing page to cancel or click here if you are logged in:

http://www.crunchyroll.com/acct?action=status

Account Page

(If you don't see a cancel button on the account page then you're not logged in with a premium account) *Please see the Locate Membership article*

That's all there is to it.

Android Cancellations

To cancel your membership or trial, simply follow the same steps to cancel your account as listed above.

iOS Cancellations

If you purchased a Premium Membership subscription through iTunes, to cancel you need to follow this link for management instructions: http://support.apple.com/kb/ht4098

In rare cases, if you are trying to cancel your premium membership you may receive an error stating:

"You may not cancel your membership at this time"

This happens because there is currently a pending transaction on your account. Typically charges take only a few moments to go through. However, on occasion there is the possibility the charge may need to be reattempted. Depending on the reasons for the reattempt, this process could extend the "pending transaction" period by as much as a few days. If you receive this message, please be sure to send us a help ticket and we will get you taken care of.

Still need help?

If the above steps are not working for you, then let us know what error you are seeing. The following Contact link will allow you to contact our Customer Service team. Please also provide the following information with your request:

The amount charged

The date of the transaction

If you are being billed from a credit card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

If you are being billed through PayPal:

The primary email of your PayPal account

You can contactus directly with the above info by clicking here.

In rare cases, if you are trying to cancel your premium membership you may receive an error stating:

"You may not cancel your membership at this time"

This happens because there is currently a pending transaction on your account. Typically charges take only a few moments to go through. However, on occasion there is the possibility the charge may need to be reattempted. Depending on the reasons for the reattempt, this process could extend the "pending transaction" period by as much as a few days. If you receive this message, please be sure to send us a help ticket and we will get you taken care of.

We have had an ongoing partnership with Funimation these last two years to bring Funimations line-up of anime to millions of Crunchyroll users. Unfortunately, Funimation has decided to go their separate way, and this partnership will be winding down on Friday, November 9th.

For our Crunchyroll community, this means that youll still be able to access the biggest anime library in the world, with the exception of select catalog titles that had been provided by Funimation under certain circumstances. That list is currently being determined, and we will share impacted titles here as soon as possible. Titles licensed together through the partnership will continue to be available on Crunchyroll, and no changes to simulcasts are anticipated for the fall season.

As demonstrated by our record year of new anime announcements, Crunchyroll is more committed than ever to continue bringing you the best and latest series from Japan, as well as expanding our catalog of classics. Weve just launched a strong fall season -- with the likes of JoJos Bizarre Adventure, That Time I Got Reincarnated as a Slime, and Sword Art Online Alicization, just to name a few -- and also plan to bring more dubbed anime to you.

Thank you for your continued support. Were honored to be your favorite place for anime and will continue to do our best in delivering you more A+seasons for years to come.

The majority of our content has Japanese voice acting with English subtitles. Here are some shows that we do have English dubs for:

5 Centimeters per Second

Anisava

Blue Exorcist

Blue Submarine No. 6

Cardcaptor Sakura

Digimon Adventure

Digimon Adventure 02

Digimon Frontier

Digimon Tamers

Digimon Xros Wars - The Young Hunters Who Leapt Through Time

DNA^2

Dragon Half

Durarara!!

Fate/Zero

Fist of the North Star: The Movie

Flame of Recca

Free! Iwatobi Swim Club

Fullmetal Alchemist: Brotherhood

Fushigi Yugi (TV series)

Fushigi Yugi (OVA)

Fushigi Yugi Eikoden

Future Card Buddyfight

Ghost Stories

Gintama Season 3

Golden Boy

GTO - The Animation

Holy Knight

Jin Roh

Kite

Lady Death

Lily C.A.T.

Lupin the Third Part 2

Mizu no Kotoba

Mobile Suit Gundam: Iron Blooded Orphans

Mobile Suit Gundam UNICORN RE:0096

Princess Nine

Puella Magi Madoka Magica

Rurouni Kenshin

RWBY

Samurai Pizza Cats

Sherlock Hound

Shingu: Secret of the Stellar Wars

Slam Dunk

Space Pirate Mito

Sword Art Online (First Season)

Tenjho Tenge

Toradora!

Valerian & Laureline

Zatch Bell!

We're working to provide more--the best way to get more dubbed shows is to watch the dubbed shows that we have and share them with your friends!

If your Android app shows an error stating "There was a problem starting the app" and will not get past the initial loading screen or it crashes upon opening it, there are a few solutions to try.

Example error:

Check that your Crunchyroll app is up to date. Please visit the Play Store and make sure you currently have the latest version of the app.

Check that your device's firmware is up to date. You will have to go to settings -> About device -> Check for software updates.We currently support Android 4.4 and up.

Clear the Crunchyroll cache and app data on your device.On your device, clear your cache and delete the app data for the Crunchyroll app. The method used to do this may be slightly different depending on your device so if you are unsure how to do this, please look up "How to clear app data" for your Android version.

Fully uninstalling and reinstalling the Crunchyroll app.Only try this after attempting all other solutions. After reinstalling, please also reset your device.

By default, the video player will select the AUTO quality. This means that it will always raise your quality to the highest standard your internet connection is capable of reliably streaming at that time. If anything causes your connection to slow down (or speed up!) the video player will automatically make adjustments during playback. This reduces the amount of buffering and increases the amount of anime you watch!

We do however still give you the option to select your own quality. You can do so by selecting the settings button within the player and clicking the tab next to the AUTO quality. The qualities provided are:

240p: The lowest video quality available that all users have access to. Generally only used as a last resort when internet connections are most unstable or limited. Also good if you are really interested in keeping data usage low.

360p: A low range quality available for limited or unstable connections. Gives breathing room for those with limited speeds or older computers.

480p: This is the same resolution that you would find on DVD, though it's highly compressed in order for most people to stream the videos while using minimal internet resources. The downside to this is that you need a fairly fast computer in order to decode the video.

720p: This is the second-highest quality that we offer, but it's only available for select Simulcast titles. This is also provided in a highly compressed format, but you still may need an above-average internet connection to view it (depending on where you are from) and a fast computer to decode the video without stuttering.

1080p: This is the highest quality that we offer and is only recommended for people with a high-end computer and a fast internet connection. Trying to run this on a lower-end computer may cause the video playback to stutter a lot, cause your computer to slow down in general, and may even crash your web browser. Please make sure your computer can handle 1080p videos before loading one.

We accept purchases through the use of a credit card (Visa, Mastercard, American Express, and Discover), as well as iTunes and PayPal. If none of these payment options are available to you, please check back frequently; we are exploring other payment methods.

Unfortunately, every anime is different, and publishers can change their minds at any time. As soon as new seasons or series are announced, we share the info via Crunchyroll News. For further details, check on our forums and talk with fans of your favorite shows as well!

If you find a spelling or grammatical error, an error in translation, or have a concern regarding the content of subtitles, you can contact us through the link below--be sure to select "Subtitles" in the drop-down menu.

Customer Service does not have phone support yet, but we do have email support through the service links that you can use to contact us. If you did not find a helparticle for your specific issue, then there is a good chance that your question may be covered in our forum, so be sure to go there and see what answers are available from the awesome team of moderators and great community.

If your question has anything to do with money, billing or a paid service please see the appropriate article on this KB first. If it is necessary to write in and receive further assistance, always include:

The amount charged

The date of the transaction

If you are being billed from a credit card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

If you are being billed through PayPal:

The primary email of your PayPal account

For all TECHNICAL issues (e.g. videos not displaying properly, app crashes, bugs etc...), please include as much information on the problem as possible. For best results, please also include the device you are using as well as OS version.

You can contact us directly with the above info by clicking here. Requests with the correct info are resolved the quickest.

If you are experiencing problems where you only see a black screen, or your videos are halting and stuttering, here are a few basic troubleshooting steps you can try:

Getting the app all set:

On your device, clear your cache and delete the app data before uninstalling, unlinking and deactivating your device from your account settings( https://www.crunchyroll.com/acct/?action=devices ), and reinstalling the Crunchyroll app.

Getting to the right servers:

Because the servers for various devices are all located in different parts of the country sometimes it's a matter of pointing to the right DNS server.

Youll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide ( https://store.opendns.com/setup ). I'd try this first, as their servers are only in the USA and Europe. If this doesn't seem to help, you can try Google's Public DNS ( https://developers.google.com/speed/public-dns ).

This DNS change seems to work well with ongoingvideoproblems.

If you run into further trouble, please don't hesitate to contact us at [email protected] and we'll help you personally.

Sorry that our Wii U app is giving you trouble! Here are a few basic tips that can help get Crunchyroll running for you again:

For starters, please completely back out of the Crunchyroll app by pressing the HOME button on your Wii U Gamepad, and selecting "close program." If that does not work, restart your Wii U, then restart the Crunchyroll app.

Select SYSTEM SETTINGS, then INTERNET, then CONNECT TO THE INTERNET, then CONNECTIONS and check to ensure your Wii U has a stable connection.

Uninstall the Crunchyroll app, unlink and deactivate your Wii U from your account settings ( https://www.crunchyroll.com/acct/?action=devices ), ensure you're device is up-to-date, and reinstall the Crunchyroll app.

Crunchyroll-branded gift cards are available at Best Buy and GameStop, and you can redeem them on VRV! Redeem your gift card here.

Don't forget to link your Crunchyroll account to your VRV account --as VRV Premium member you can also have all the benefits of Crunchyroll Premium, and continue to use Crunchyroll as a premium member on all supported devices.

What is account linking?

Account Linking allows you to link yourPremium status between the two services if you are a Premium member already on one of the services. The linking feature is currently only available for Crunchyroll, but do keep an eye out for future announcements as VRV continues to grow.

Example: If you subscribe to the VRV Premium and link your VRV account to your Crunchyroll.com account, the link will share the premium you are paying for on VRV with Crunchyroll.com. This will give you 100% the same benefits on Crunchyroll.com as if you signed up there directly. No need to pay twice!

Linking Questions:

If I link my Premium VRV account to a Crunchyroll.com account, what are the benefits?

We're glad you asked! You will have ALL the same premium member benefits on Crunchyroll.com as you would if you subscribed through Crunchyroll.com directly. That includes ad-free access on the site/app, discounts on the Crunchyroll store, access to simulcasts as they come out, access to the Manga app and anything else a premium member would receive. You are, after all, a premium Crunchyroll member :)

I linked my Crunchyroll.com account to a VRV account, butI'mstill being billed monthly through Paypal.

The accounts are linked so you will have premium access in both places. Youdon'tneed to pay for Premium twice. If you signed up for the VRV premium you should cancel your Crunchyroll Paypal subscription through Paypal so youre not charged twice.

I linked my Crunchyroll.com account to a VRV account, butI'mstill being billed monthly through iTunes.

The accounts are linked so you will have premium access in both places. Youdon'tneed to pay for Premium twice. If you signed up for the VRV premium you should cancel your Crunchyroll iTunes subscription through iTunes so youre not charged twice.

I linked my Crunchyroll.com account to a VRV account, but I received an error.

Please send us the error so we can check it out. If it's just missing the Premium status, then go to your VRV app and close and reopen the app. That will force an update.

I linked my Crunchyroll.com Premium+ account to a VRV account--what am I supposed to get on VRV?

Through VRV you will get all the Crunchyroll channel access. You will still be able to get your Plus benefits on CR including the CR store shipping discounts.

I am unable to link my Premium Crunchyroll.com account to my VRV account.

Please send us the error so we can check it out. If it's just missing the Premium status, then go to your VRV app and close and reopen the app. That will force an update.

I have multiple VRV accounts, can I link them to one Crunchyroll.com account?

No. Only one Crunchyroll account is authorized to be linked to a VRV account.

Why am I being charged twice after I linked VRV to Crunchyroll.com?

You need to cancel one of the services. Linking the accounts mean if you pay for Premium on one service, you will share that Premium with the other service. If both services, VRV and Crunchyroll.com, are subscribed to premium, you should cancel the billing on one of the services.

Why am I still getting billed after linking my Crunchyroll.com account?

Its possible you have more than one CR account. Please verify that you have linked the correct account, and that you have canceled the billing for the service you know longer want to bill through.

How do I link accounts?

Please note that linking accounts only affects Premium memberships. You will need a Premium membership from Crunchyroll.com or VRV. Heres how you link your Premium Crunchyroll.com account to VRV and vice versa:

If you already have a Crunchyroll Premium account from Crunchyrolls standalone service:

Step 1: Go to VRV.co

Step 2: Create an account

Step 3: Click "Account" in the upper-right corner

Step 4: Select "Link Accounts"

Step 5: Follow the steps to link your Crunchyroll account to VRV!

If you already have VRV Premium or a Crunchyroll a la carte account on VRV:

Step 1: Go to VRV.co

Step 2:Click "Account" in the upper-right corner

Step 3: Select "Link Accounts"

Step 4: Follow the steps to link your Crunchyroll account to VRV!

Will linking my account transfer my username, watchlists, etc.?

No, Account Linking only confirms your Premium status between the Crunchyroll channel on VRV and Crunchyroll.com.

I want VRV Premium! Should I cancel my Premium membership on Crunchyroll.com after linking my account?

Yes! If you buy The Combo Pack you also get Crunchyroll.com Premium access. Please cancel your Crunchyroll.com membership so youdon'tget charged twice. No need for second charge!

I linked my Crunchyroll.com account to VRV and upgraded to VRV Premium and I am being billed twice now. Why?

Crunchyroll Premium and VRV PRemium are two different offers. To enjoy the whole VRV Premium offering, you will have to cancel your Crunchyroll membership. You will still be able to enjoy all your member benefits.

If I still had time left on my Crunchyroll account will that be moved to VRV?

No. The billing systems are separate. Account Linking only confirms your Premium status across Crunchyroll on VRV and the standalone Crunchyroll service. It does not transfer remaining time after you cancel. If you have prepaid time on Crunchyroll, a gift subscription, or are on a longer subscription plan, you might want to wait till that time is ending to get maximum value out of your plan before switching to a bundle deal.

You may be paying throughCredit Cardor PayPal. Please skip to the appropriate section to correctly cancel through your type of payment method.

PayPal Cancellation:

1. Please Log into PayPal.com

2. Find the last Crunchyroll charge and select the charge.

3. When the charge information is pulled up, please select the 'Manage Crunchyroll Payments' option.

4. A Billing Details window will pop up. Next to 'Status' you will see both 'Active' and 'Cancel'. Please select 'Cancel' if you wish to stop your recurring Crunchyroll payments through PayPal.

5. Select 'Yes' for the Cancel Confirmation to stop recurring payments.

6. Description status on the 'Billing Details' page will now show as cancelled.

Credit Card Cancellation:

You can easily cancel your renewal at any timeafter the first 24 hours. Just log in andgo to the account page. You can do it online, any time of day, with no cancellation fees. However, there are no refunds for partial subscriptions. If you run into any trouble after canceling, please contact us right away and let us know what issue you are having.

Not using the account, does not change the trial conditions stated at sign up. With a free trial, you must cancel before the trial period ends, to avoid being charged.

Please be aware that Free Trials cancel immediately. With a paid subscription, you can disable recurring payments on your Premium Membership instead of canceling immediately, and then enjoy the remaining paid time on your account.

Go to your account billing page to cancel or just click here if you are already logged in:

http://www.crunchyroll.com/acct?action=status

Account Page

(If you don't see a cancel button on the account page then you're not logged in with a premium account) *Please see the Locate Membership article before contacting us*

That's all there is to it.

Still need help?

If the above steps are not working for you, then contact us to let us know what error you are seeing. The following Contact link will allow you to contact our Customer Service team. Please also provide the following information with your request:

The amount charged: ___The date of the transactions: ___

and

If you are being billed from a Credit Card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

or

If you are being billed through PayPal:

The primary email of your PayPal account and full name

If you are having trouble with the cancellation steps, you can contactus directly with the above info by clicking here.

You may be paying throughCredit Card, PayPal, or iTunes. Please skip to the appropriate section to correctly cancel through your type of payment method.

PayPal Cancellation:

1. Please Log into PayPal.com

2. Find the last Crunchyroll charge and select the charge.

3. When the charge information is pulled up, please select the 'Manage Crunchyroll Payments' option.

4. A Billing Details window will pop up. Next to 'Status' you will see both 'Active' and 'Cancel'. Please select 'Cancel' if you wish to stop your recurring Crunchyroll payments through PayPal.

5. Select 'Yes' for the Cancel Confirmation to stop recurring payments.

6. Description status on the 'Billing Details' page will now show as cancelled.

iTunes Cancellation:

If you purchased a Premium Membership subscription through iTunes, to cancel you need to follow this link to cancel: http://support.apple.com/kb/ht4098

Credit Card Cancellation:

You can easily cancel your renewal at any timeafter the first 24 hours. Just log in andgo to the account page. You can do it online, any time of day, with no cancellation fees. However, there are no refunds for partial subscriptions. If you run into any trouble after canceling, please contact us right away and let us know what issue you are having.

Not using the account, does not change the trial conditions stated at sign up. With a free trial, you must cancel before the trial period ends, to avoid being charged.

Please be aware that Free Trials cancel immediately. With a paid subscription, you can disable recurring payments on your Premium Membership instead of canceling immediately, and then enjoy the remaining paid time on your account.

Go to your account billing page to cancel or just click here if you are already logged in:

http://www.crunchyroll.com/acct?action=status

Account Page

(If you don't see a cancel button on the account page then you're not logged in with a premium account) *Please see the Locate Membership article before contacting us.*

That's all there is to it.

Still need help?

If the above steps are not working for you, then contact us to let us know what error you are seeing. The following Contact link will allow you to contact our Customer Service team. Please also provide the following information with your request:

The amount charged: ___The date of the transactions: ___

and

If you are being billed from a Credit Card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

or

If you are being billed through PayPal:

The primary email of your PayPal account and full name

If you are having trouble with the cancellation steps, you can contactus directly with the above info by clicking here.

You can easily cancel your renewal at any timeafter the first 24 hours. You can do it online, any time of day, with no cancellation fees. However, there are no refunds for partial subscriptions. If you run into any trouble after cancelling, please contact us right away and let us know what issue you are having.

Not using the account does not change the trial conditions stated at sign up. With a free trial, you must cancel before the trial period ends to avoid being charged.

Please be aware that Free Trials cancel immediately. With a paid subscription you can disable recurring payments on your Premium Membership instead of canceling immediately and then enjoy the remaining paid time on your account.

You may be paying throughCredit Card, PayPal, or iTunes. Please skip to the appropriate section to correctly cancel through your type of payment method.

PayPal Cancellation:

1. Please Log into PayPal.com

2. Find the last Crunchyroll charge and select the charge.

3. When the charge information is pulled up, please select the 'Manage Crunchyroll Payments' option.

4. A Billing Details window will pop up. Next to 'Status' you will see both 'Active' and 'Cancel'. Please select 'Cancel' if you wish to stop your recurring Crunchyroll payments through PayPal.

5. Select 'Yes' for the Cancel Confirmation to stop recurring payments.

6. Description status on the 'Billing Details' page will now show as cancelled.

iTunes Cancellation:

If you purchased a Premium Membership subscription through iTunes, to cancel you need to follow this link to cancel: http://support.apple.com/kb/ht4098

Credit Card Cancellation:

Go to your account billing page to cancel or just click here if you are already logged in:

http://www.crunchyroll.com/acct?action=status

Account Page

(If you don't see a cancel button on the account page then you're not logged in with a premium account) *Please see the Locate Membership article before contacting us.*

That's all there is to it.

Still need help?

If the above steps are not working for you, then contact us to let us know what error you are seeing. The following Contact link will allow you to contact our Customer Service team. Please also provide the following information with your request:

The amount charged: ___The date of the transactions: ___

and

If you are being billed from a Credit Card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

or

If you are being billed through PayPal:

The primary email of your PayPal account and full name

If you are having trouble with the cancellation steps, you can contactus directly with the above info by clicking here.

We apologize, but we are no longer supporting or updating our apps for the Xbox 360 and the original Wii. As we're implementing new technology for our systems, these platforms are not be able to support these changes. Please feel free to contact us if you have any questions or concerns.

Unfortunately, due to updates, we no longer support tvOS 9. The latest version of our Apple TV app has a bunch of new features specifically built for tvOS 10. We apologize for any inconvenience this may cause.

There are a few things that could have happened here.

We didn't receive payment for the order. Make sure the payment was actually sent by looking at your billing statements. If we didn't receive the money, your membership subscription will automatically cancel within 10-30 days at which point you'll need to purchase a new subscription.

You may have accidentally created more than one account on sign up. You are not logged in to the account with Premium Membership. Check your Order Status page. If you don't see any recent purchases, you most likely have a different account with an active Premium Membership subscription. If you are unable to locate the account, please contact us so that we may locate the account for you.

An error occurred that caused your membership to deactivate. If you can verify that the money for the membership was withdrawn from your account and that you didn't cancel your membership, you will need to contact us so that we can manually fix this error.

The following link will allow you to contact our Customer Service team. For faster service please includethe following information in your request:

The amount charged

The date of the transaction

If you are being billed from a credit card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

If you are being billed through PayPal:

The primary email of your PayPal account

If possible, the Paypal transaction ID for the specific charge

You can contact us directly with the above info by clicking here.

Good news for FireTV owners--Crunchyroll is now available on your FireTV device!

Can I use voice search with my Echo on the Crunchyroll app?

Unfortunately, voice search is not supported at this time.

What if I'm a new member?

You won't be able to sign up directly through the FireTV app--you're welcome to sign up for a free membership here !

Do I need a Premium Membership to watch Crunchyroll on my FireTV?

Nope! If you're a Free Member, you're able to watch ad-supported anime and drama with your FireTV. If you're a Premium Member, all you need to do is log in to enjoy your Premium benefits.

Crunchyroll gift cards are here! Here are the answers to some questions you may have:

Where can I get a Crunchyroll gift card?

Gift cards are available at your local GameStop store.

How do Crunchyroll gift cards work?

Unfortunately, CR gift cards do not work directly on Crunchyroll.You can redeem the card on VRV, which adds a balance to your VRV account.

Do Crunchyroll gift cards work with VRV?

They do! Basically, Crunchyroll gift cards must be redeemed on VRV, which you can then use as credit towards purchasing Premium on any channel through VRV, including Crunchyroll.

Can I get a refund on any purchases made with my gift card?

Sorry, we can't do refunds on gift card purchases. Gift cards will have to be refunded from the store they were purchased from, and can ONLY be refunded if they have not been redeemed on VRV. Once redeemed, a gift card CANNOT be refunded.

How long is the gift card's balance valid?

Gift cards normally don't have an expiration date, but please check the card itself in case it's a special promotion--those DO have expiration dates! Once a gift card is redeemed, the balance on your account does not have an expiration date.

What happens if my balance can't cover the cost of a subscription?

You'll receive an email letting you know you require either a credit card or another gift card to refill your balance. You will have a grace period of five days before your Premium access is canceled.

Canadian Free User Changes

What are the changes?

Older titles will be available exclusively to Premium subscribers. Non-premium users, will still have access to all currently airing titles, so the newest anime can still be enjoyed for free, the same as it is now. Each new episode of a currently airing title will be available to all members, but after a13-week period, it will be available to Premium subscribers only.

Why are we making changes?

Over the past 5 years we have adding many library titles while simulcasting 50 shows every season. Weve also expanded the free streaming service across mobile and living room devices, including Apple TV, PlayStation and Xbox consoles. We want to be be able to continue building the best collection of anime, even with the increasing cost of content and fluctuations in the Canadian exchange rates.

Who will the changes effect?

These changes only effect non-Premium members in the Canadian region. Premium members will see no changes.

When will the changes take effect?

February 1, 2016

We charge every 30 days. It's not on a specific date of the month, it's just a cycle of 30 days. A double payment may happen for one of the following reasons.

You have 2 recurring membership subscriptions. You can be charged twice if you have 2 accounts that both have a recurring subscription. When this happens, you'll need to cancel the subscription on 1 of these accounts and continue using the other account.

We didn't receive your previous payment on time. When you use a card as your payment method and we don't receive payment immediately because of a funding issue, our system automatically retries the purchase a few times over the course of a 30 day period. If the payment is received within this period of time, your membership remains active and continues to automatically renew once your current month expires. The same thing happens when you pay through Paypal. This is your bank just catching you up from having missed the previous payment.

There was a system error that caused you to be charged twice.This is more likely to happen with iTunes subscriptions. To make changes to an iTunes account please click here:

You can verify whether or not you were charged twice by locating the last 3 entries for Crunchyroll on your bank statement. If you were only charged 3 times within the last 90 days, then you were not charged twice. If you see more than three charges, please contact us with the below info and we can provide further assistance.

The following "Contact us" link will allow you to contact our Customer Service team. Please provide the following information with your request:

The amount charged

The date of the transaction

If you are being billed from a credit card:

Your full name as it appears on your credit card

The brand of your credit card (e.g. Visa)

The last 4 digits of your credit card number

The expiration date of your credit card

The billing zip code of your credit card

If you are being billed through PayPal:

Provide the full name on the payapl account

The primary email of your PayPal account

If you might have used other email addresses please include those when you click the link below.

You can contact us directly with the above info by clicking here.

If you have ordered an item from the Crunchyroll store, you may have received a tracking number. While most often shipments are USPS, on occasion, our shippers must use FedEx, DHL, UPS Mail Innovations, or Asendia.

Please try your tracking number onall 5 of the following carriers: USPS.com, FedEx.com, DHLglobalmail.com, UPSmailinnovations.com, and Asendiausa.com.

Examples:USPS: tracking number starts on '94'FedEx: tracking number starts on '62', sometimes on '99'UPS: tracking number starts on '9274'DHL: tracking number starts on '9374'

You can also try using an all in one package tracking site that can track packages across regions:www.17track.net

This article explains how to disable AdBlock and Adbock Plus for individual domains, for example, Crunchyroll.com, using Chrome or Safari.

AdBlock and Adblock Plus are browser extensions that perform similar functions, butthey'refrom different organizations and are not related to each other. Other ad blocking extensions and browsers behave similarly, so if youre using one of them you should be able to figure out how to disable ad blocking by following this general approach.

Note that if you follow these instructions youll only be disabling ad blocking for one domain, or website. Youre not removing the extension or disabling it for other sites. Youre just turning it off while youre with us. For instructions on how to uninstall an ad blocker entirely, please refer to the documentation for the extension itself.

Disabling a blocker for a single domain is very simple process. We illustrate how to do it here, using Adblock Plus on Chrome. See below for considerations about other extensions and browsers.

EXAMPLE ONE: Adblock Plus on Chrome

Step 1: Locate the Adblock Plus icon on the Safari toolbar.

It looks like a stop sign with the letters ABP in its center, and is generally found to the right of the address bar.

You may see a number inside a small square below and to the right of the stop sign. This indicates the number of ads being blocked on the site. In this example, that number is 2.

Step 2: Click on the icon and select Enabled on this site.

When you click on this item the wording will change from Enabled to Disabled. That tells you that Adblock Plus is now disabled.

To see the effect, either refresh the page, or open a new tab and go to Crunchyroll.com. You will now see our advertisement as background.

Note that the number of ads blocked is now zero. Thats it, youre done!

EXAMPLE TWO: AdBlock on Chrome

Step 1: Locate the AdBlock icon on the Chrome toolbar.

It looks like a stop sign with the the image of a raised hand, palm facing you, in its center, and is generally found to the right of the address bar.

You may see a number inside a small square below and to the right of the stop sign. This indicates the number of ads being blocked on the site. In this example, that number is 1.

Step 2: Click on the icon and select Dont run on pages on this domain.

Step 3: Confirm your choice

When you click on Dont run on pages in this domain, another menu will appear.

To confirm your choice, click on the button labeled Exclude.

You will notice that the image of the hand in the stop sign has changed from a raised palm to a thumbs up, and the signs color has changed to green, indicating that that domain has been approved to show ads.

Note that the number of ads blocked is now zero, so the square has gone away. Thats it, youre done!

EXAMPLE THREE: Adblock Plus on Safari

Step 1: Locate the Adblock Plus icon on the Safari toolbar.

It looks like a stop sign with the letters ABP in its center, and is generally found to the left of the address bar.

You may see a number inside a small circle above and to the right of the stop sign. This indicates the number of ads being blocked on the site. In this example, that number is 1.

Step 2: Click on the icon and select Enabled on this site.

When you click on this item the wording will change from Enabled to Disabled. That tells you that Adblock Plus is now disabled.

To see the effect, either refresh the page, or open a new tab and go to Crunchyroll.com. You will now see our advertisement as background.

Note that the number of ads blocked is now zero. Thats it, youre done!