If you have a question or a problem with the Nelio app, contact us in one of the ways below. Answers to common questions are on this page too.
1. Contact us
- Email: [email protected]
- Telegram: @nelio_admin
- In the app: Profile → Technical support.
In your message, give the phone number or email linked to your account, your device model and when the problem happened; a screenshot helps too. You can copy your profile ID in the Profile tab.
Never send your password, an SMS code or bank card details. Nelio staff never ask for them.
2. Account and signing in
- A verification code is valid for 3 minutes. If no code arrives, check the phone number and ask for a new code when the timer ends.
- If you forgot your password, tap “Forgot password?” on the sign-in screen.
- You change your name, language and notifications in Profile → Settings.
3. Devices
One account can be open on up to 3 devices at a time. When the limit is reached, the app asks which device to sign out when you sign in on a new one.
To see your devices and sign them out: Profile → Settings → Active devices.
4. Payments and subscription
You pay on the secure page of the Payme or Click payment system. Confirming a payment can take a few minutes; once it is confirmed, the subscription turns on by itself.
If you were charged but the subscription is still not active after a few minutes, write to [email protected] with the date and time of the payment, the amount, the payment system and (if you have it) the transaction number.
5. Watching
- Nelio does not work over a VPN or proxy. Turn off the VPN, proxy or an ad blocker that works as a VPN and try again.
- Some films and series are available only in certain regions.
- If a video does not open or keeps stopping, check your internet connection, update the app to the latest version and restart it.
6. Deleting your account and your data
You can delete your account in the app or without it, by email: Delete account.
How your data is processed: Privacy Policy. The rules for using the Service: Terms of Use.