Help & Support – Akku

Akku is committed to providing prompt and transparent support to all users of our OTT platform. This page explains how you can reach us and how different types of queries are handled.

1. How to contact support

For any questions or issues related to Akku, you can contact:

• Email (primary support): genzphilam@gmail.com
• Phone support: 01205111905

Support hours and response times may vary, but all genuine queries are reviewed within a reasonable time frame.

2. Types of issues we help with

You can contact Akku Help & Support for:

• Account and login issues (sign‑up, login errors, password reset problems)
• Subscription and payment queries (plan activation, renewal, charge confirmation)
• App or website technical issues (crashes, buffering, playback errors, bugs)
• Content‑related queries (title not playing, language/audio issues, basic feedback)
• General questions about how to use the Akku platform

For any request related to data privacy, please clearly mention "Privacy/Data Request" in the email subject so that it can be routed appropriately.

3. Information to include in your request

To help resolve your issue faster, please share:

• Your registered email ID and/or mobile number
• Device details (mobile/TV/desktop, OS version, app version if applicable)
• Date and approximate time of the issue
• Relevant screenshots or error messages
• For payment issues: transaction ID, payment method, and amount paid

Incomplete details may delay resolution.

4. Payment, refund and cancellation support

If you have questions about charges, renewals, or cancellations:

• First, review the "Refund & Cancellation Policy" page on the Akku website.
• If you still need help, email genzphilam@gmail.com with your registered details and transaction information.

As per Akku's Refund & Cancellation Policy, subscription fees are generally non‑refundable once successfully paid and activated, except in specific cases such as verified technical/payment errors. Any confirmed adjustments or reversals, where applicable, will be processed in line with that policy.

5. Reporting abuse, illegal or sensitive content

If you believe any content on Akku is:

• Infringing, abusive, or illegal
• Inappropriate for the age rating shown
• Violating your rights or any third‑party rights

Please email genzphilam@gmail.com with:

• Title name and episode (if applicable)
• Time‑stamp or scene description
• Your concern in brief

Such reports are reviewed and, where required, escalated under applicable laws and internal policies.

6. Escalation

If you are not satisfied with the first‑level response or if your issue remains unresolved beyond a reasonable period, you may reply to the same email thread and clearly mention "Escalation" in the subject line. Your case will be reviewed at a higher level within Genz Philam Entertainment.