Help & Support

Support Center

Browse the frequently asked questions below, or reach out to our team directly. We usually respond within 24 hours.

Contact Us

Have a question that isn't answered here? Email our support team directly, from the address registered to your Quuque account when possible:

support@quuque.com

Frequently Asked Questions

How do I earn Points as a creator?
You earn Points when viewers reward your videos or replies with a tip, when someone accesses your paid Coaching Class, or when a viewer pays to ask you a question. A share goes to Quuque as a platform fee, and the rest is credited to you as Points.
What is the difference between Coins, Gems, and Points?
Coins are a viewer-side currency you purchase and can only exchange for Gems — Coins are never spent directly on anything else. Gems are used to reward videos and replies, access or configure Coaching Classes, and buy tier gift items. Neither Coins nor Gems can be withdrawn. Points are separate: they are what a creator earns when their content is rewarded with Gems, and are not purchasable directly.
How do I access a creator's Coaching Class?
Open any video and switch to the Coaching Class tab below it. Free classes are open to any authenticated user. Paid classes ask you to spend Gems once to unlock full access.
How do I get a refund for a paid question?
If the creator deletes your paid question before answering it, your Gems are automatically refunded. If you believe you are owed a refund for another reason, please contact our support team at support@quuque.com.
What video formats are supported for upload?
Quuque supports MP4 (H.264/AAC) video files. Sparks must be portrait (9:16) and up to 3 minutes. Lounge videos are landscape (16:9) and up to 60 minutes. Videos are automatically transcoded to HLS adaptive bitrate after upload.
How do I apply for KYP (creator verification)?
Professional verification (KYP) is not active yet. This section will be updated with the application steps once it becomes available.
My video is stuck on "Processing" — what should I do?
Video transcoding usually takes 1–5 minutes depending on length. If it has been more than 30 minutes, please try re-uploading or contact support@quuque.com with your video title and upload time.
How do I report inappropriate content?
Tap the three-dot menu (⋮) on any video or comment, then tap "Report". Choose the most relevant reason. Our moderation team reviews all reports within 24 hours.

Safety & Community

Our full community standards are available inside the app under Profile → Help & Support → Community Guidelines. If you need to block or restrict another user, this can be done from that user's profile page in the app.

Account & Billing