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Account and billing problems can feel urgent, especially if you’re locked out or worried about an unexpected charge. This page walks you through the most common issues step by step so you can get back to streaming as quickly as possible. Most problems resolve in under five minutes without needing to contact support.
If your account has been suspended due to a Terms of Service violation, the self-service options on this page won’t restore access. Contact support.hitorino.tv directly to appeal.

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Resetting Your Password

If you’ve forgotten your password or your current one isn’t working, you can reset it from the login screen without any help from support.
1

Go to the login page

Navigate to hitorino.tv/login and click Forgot password? beneath the password field.
2

Enter your email address

Type the email address associated with your Hitorino account and click Send Reset Link. Check for a message from noreply@hitorino.tv — it arrives within two minutes.
3

Click the link in the email

Open the reset email and click Reset My Password. The link is valid for 60 minutes and can only be used once. If the link has expired, return to step 1 and request a new one.
4

Set your new password

Enter a new password that is at least 12 characters and includes a mix of uppercase letters, lowercase letters, numbers, and symbols. Confirm it and click Update Password.
5

Log in with your new password

You’ll be redirected to the login page automatically. Sign in with your email and new password. All active sessions on other devices will be signed out for security.
Can’t find the reset email? Check your Spam, Junk, or Promotions folder. Add noreply@hitorino.tv to your contacts to prevent future emails from being filtered.
If you signed up using Continue with Google or Continue with Apple, you don’t have a Hitorino password to reset. Use the same social login button you originally used to sign in.

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Email Verification Not Received

Hitorino sends a verification email immediately after registration. If yours never arrived, follow these steps.
1

Check your spam folder

Search your inbox for “Hitorino” or “verify your email”. Gmail users should also check the Promotions and Updates tabs.
2

Resend the verification email

Log in to your unverified account and go to Settings → Account → Email Verification. Click Resend Verification Email. Wait two minutes and check your inbox again.
3

Verify the email address is correct

On the same settings page, confirm the email address Hitorino has on file is spelled correctly. If it’s wrong, click Change Email, enter the correct address, and a new verification email will be sent automatically.
4

Allowlist Hitorino's sending domain

Ask your email provider or IT administrator to allowlist @hitorino.tv and the sending IP ranges. This is most common with corporate or school email accounts that have aggressive spam filtering.
Unverified accounts can browse Hitorino but cannot follow channels, post in chat, or subscribe to creators. Verification is required for those features.

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Subscription Not Activating

You completed a payment but your subscription benefits — ad-free viewing, subscriber badges, emotes — aren’t showing up yet.
Subscription activation is usually instant, but payment processors can take up to 5 minutes to confirm the transaction to Hitorino. Sign out of your account, wait five minutes, sign back in, and check your subscription status under Settings → Subscription.
Go to Settings → Billing → Payment History. If your most recent payment shows a status of Pending rather than Completed, your bank or card issuer hasn’t confirmed the transaction yet. This can take up to one business day with some international banks.If no payment appears at all, the transaction may have failed silently — proceed to the next step.
Go to Settings → Billing → Payment Methods. Confirm your card or PayPal account is listed and marked as Active. If your card expired or was replaced, add the new card and retry the subscription from Settings → Subscription → Manage Plan.
Hitorino sends an email notification if a payment fails. Search your inbox for “payment failed” or “action required” from billing@hitorino.tv. The email contains a direct link to update your payment method and retry the charge.
If payment completed (you can see the charge on your bank statement) but benefits still haven’t activated after 30 minutes, contact support. Include:
  • Your Hitorino username
  • The date and approximate time of the payment
  • The last four digits of the card charged
  • Your bank transaction ID or PayPal transaction number
Our billing team can manually activate your subscription while they investigate.

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Unexpected or Incorrect Billing Charges

Seeing a charge you don’t recognize or think is incorrect? Here’s how to investigate.
1

Review your billing history

Go to Settings → Billing → Payment History. Every charge Hitorino has made to your account is listed here with the date, amount, and subscription tier it corresponds to.
2

Check for subscription renewals

Hitorino subscriptions renew automatically on the same date each month or year. If you forgot to cancel before the renewal date, the charge is valid — but you can cancel immediately to prevent future renewals. Go to Settings → Subscription → Cancel Plan. Canceling stops future billing; your current subscription period remains active until it expires.
3

Check for multiple subscriptions

You may have subscribed to individual creators in addition to a Hitorino platform subscription. Each creator subscription appears as a separate charge. Review Settings → Subscription → Creator Subscriptions to see all active creator subs.
4

Request a refund

Hitorino offers refunds on platform subscription charges made within the last 7 days if you haven’t used the subscription benefits. Go to Settings → Billing → Request Refund and select the charge in question. Refunds process within 5–10 business days to your original payment method.Creator subscriptions follow the creator’s individual refund policy, which is listed on their channel page.
If you don’t recognize the charge at all and suspect fraud, contact your bank immediately to dispute the charge and request a new card. Then change your Hitorino password and enable two-factor authentication to secure your account.

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Account Locked

Hitorino temporarily locks accounts after several consecutive failed login attempts to protect against brute-force attacks.
1

Wait 30 minutes

Account lockouts expire automatically after 30 minutes. You don’t need to contact support — simply wait and try again.
2

Reset your password

If you’ve forgotten your password (which likely caused the lockouts), reset it now so you don’t trigger another lockout. Follow the steps in the Resetting Your Password section above.
3

Check for unauthorized access

If you didn’t cause the failed login attempts, someone else may be trying to access your account. After regaining access, go to Settings → Security → Active Sessions and click Sign Out All Devices. Then change your password and enable two-factor authentication immediately.
Hitorino will never lock your account indefinitely for failed login attempts alone. If you’re still locked out after 30 minutes and a successful password reset, contact support — there may be a different issue with your account status.

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Two-Factor Authentication (2FA) Recovery

If you’ve lost access to your 2FA device — your phone was stolen, reset, or the authenticator app was deleted — you can recover access using your backup codes.
When you enabled 2FA on Hitorino, you were shown 10 single-use backup codes. On the 2FA login screen, click Use a recovery code and enter one of those codes. Each code works once. After signing in, go to Settings → Security → Two-Factor Authentication and reconfigure 2FA with your new device.
If you didn’t save your backup codes, recovering your account requires identity verification by our support team. Submit a request at support.hitorino.tv with:
  • The email address on the account
  • Your Hitorino username
  • The approximate date you created the account
  • A government-issued photo ID matching the name on the account
Our team reviews identity verification requests within 2 business days.
After recovering access, set up 2FA again immediately:
  1. Go to Settings → Security → Two-Factor Authentication.
  2. Click Remove Current Device, then Set Up 2FA.
  3. Scan the QR code with your authenticator app (Google Authenticator, Authy, or 1Password all work).
  4. Save your new backup codes in a secure location — a password manager is ideal.
Store your backup codes in a password manager like 1Password, Bitwarden, or Dashlane. These apps encrypt your codes and sync them across devices, so losing your phone won’t lock you out of your account again.

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Still Need Help?

If none of the steps above resolved your issue, our support team is ready to assist.

Submit a Support Ticket

Go to support.hitorino.tv and open a ticket. Include your username, the email on the account, and a description of the issue. We respond within 24 hours, typically much sooner.

Billing Disputes

For urgent billing concerns — unauthorized charges or duplicate payments — email billing@hitorino.tv directly. Mark your subject line as URGENT and include your transaction ID for fastest resolution.