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Try resetting your password via the login page — we'll send a reset link to your registered email. If you signed up with Google or Apple SSO and no longer have access to that account, email support@vivamoplay.comwith your username and we'll help verify your identity manually.

No. Once a charm is stamped into your collection — whether from a bundle or from Discover — it's yours to keep, permanently. There's no expiry and nothing that returns it to circulation. Every charm you hold counts toward completing its collection.

This is rare but can happen if there's a network issue during checkout. First, try refreshing your collection page — your discovered charms may already be there. If not, email support@vivamoplay.comwith your username and the approximate time of purchase and we'll investigate and resolve within 1 business day.

Every charm has a fixed spot in our catalog, waiting to be found. The very first player ever to turn one up — usually from a bundle — is recorded as its discoverer, forever. Lots of people can go on to hold the same charm, but only one person ever discovered it, and that credit carries their username for good.

Go to Settings → Account → Delete account. This starts a 30-day soft-delete period. After 30 days your account, collection, and personal data are permanently deleted, except records we're legally required to retain (e.g. transaction history for tax purposes). See our Privacy Policy for full details.

Reach our brand team at brand@vivamoplay.com. Please include your publication name, the topic you're covering, and your deadline. We aim to respond to press enquiries within 3 business days, and within 1 business day for urgent requests.