Balance and top-ups

What your balance is for

Your balance is an advance on paid Hahoowa services. Depending on the features open to you, it is used for example for gifts and super-chats during lives, promoting your live, AI videos, subscriptions to creators, or promoting what you sell (listing boost, sponsoring, advertising). You spend it in the app and on the website alike.

It does not expire.
It cannot be converted into money and cannot be transferred to another member.
It is never used to pay for an item from another member: see Buy safely.
Prices are always shown in money, in your currency.

Where to see it

In the app: Account → Monetization → Balance & subscription. Your balance is shown in your display currency, which you can change in Account → Currency.

Earnings you receive as a creator are tracked separately, in Creator earnings.

Top up

Top-ups happen only in the app, as in-app purchases (App Store or Google Play): tap Top up, choose a pack and confirm. The payment is charged to your store account; Hahoowa never receives any card details.
On the web, nothing is sold: the website shows “Available in the app”, with links to the App Store and Google Play. You can still spend your balance there, for example on gifts during a live.
Payments are opening gradually: if the Top up button doesn’t appear in the app, top-ups aren’t open for you yet.
18 or older: topping up your balance and spending it (gifts, super chats, boosting a live, subscriptions and series, video orders, listing boosts, sponsoring and advertising) is for adults only. If your account has not confirmed your age yet, you are asked before your first top-up or your first spend, as when you go live. An account that said it is under 18 can neither top up nor spend: see Minors’ safety and minimum age.

Hahoowa Pro and Vitrine Pro subscriptions

They are taken out in the app, as in-app purchases, and changed or cancelled in your App Store or Google Play account. An old subscription paid by card no longer renews: it ends at the end of the period already paid, with no new charge.

An in-app purchase doesn’t show on your balance? Tap Restore purchases at the bottom of the “Balance & subscription” screen.

Refunds

Changed your mind? As long as you haven’t used any of a pack, you can ask the store to refund it: within 14 days if you live in the European Union, within 7 days if you live in Morocco. For a Google Play purchase, you can also write to us.
A service didn’t work (gift charged but not shown, double charge…): we credit your balance back.
When a store refunds a pack, its value is removed from your balance, which may become negative.
Unspent balance is not refunded in money and is lost if you delete your account: remember to use it first.

All the details: refund policy.

What others see of your gifts

By default, you support discreetly: other viewers see “A supporter” instead of your name and photo, and your arrival in a live is not announced.

Prefer to be named? Turn on Show my name in the gift sheet, or My name in lives in Settings → Privacy → Lives (on the website: Settings). A screen first tells you what everyone will see, even without an account: your name and photo with each gift, your place in the supporters ranking, your arrival in a live. You can go back to discreet whenever you want, in the same place; your past gifts become anonymous again, except animations already shown and screenshots others may have taken. You must be 18 or older to show your name.

What nobody but the host sees: the total you spend. The “Top supporters” ranking shows ranks, not amounts. A gift on screen shows which gift you sent, and its price is listed in the catalogue.

The host and the Hahoowa team always see you. Your written messages stay signed, and a super chat is public and signed: your name, your message and its amount ($1, $5, $25 or $100) are visible to all viewers, even if you support discreetly.

Watch out for scams

Hahoowa will never ask you to top up your balance to “unlock” a sale, a payment or earnings. Any such request is a scam: report it.

For a question about a top-up or a refund, see our refund policy or write to us.