Help & Support
Find answers to common questions or contact our support team
FAQ
Common questions answered
Contact Us
Get in touch with our team
Billing Help
Payment and charge questions
Frequently Asked Questions
💰 About Tokens
What are StreamHub Tokens?
StreamHub Tokens are digital currency used on the StreamHub entertainment platform. They allow you to unlock premium content, tip creators, and access exclusive features.
Do tokens expire?
No, tokens never expire. Once purchased, they remain in your account indefinitely until you choose to use them.
Can I transfer tokens to another user?
Tokens are non-transferable and can only be used by the account that purchased them. This helps prevent fraud and protects your purchase.
What's the exchange rate for tokens?
Token packages are priced in USD. Larger packages offer better value with bonus tokens. Check our main page for current pricing.
💳 Payments
What payment methods do you accept?
We accept:
- Credit cards (Visa, Mastercard, American Express)
- Debit cards
- PayPal
- Apple Pay
- Google Pay
Is my payment information secure?
Absolutely. All payments are processed by Stripe, a PCI-DSS Level 1 certified payment processor (the highest level of certification). We never store your full card details on our servers.
What will appear on my bank statement?
Your purchase will appear as "SH DIGITAL" on your bank or card statement. This is our billing descriptor for all transactions.
Why was my payment declined?
Payments may be declined for several reasons:
- Insufficient funds
- Card expired or invalid
- Bank security blocks (contact your bank)
- Incorrect card details entered
- International transaction restrictions
If your payment is declined, try a different payment method or contact your bank to authorize the transaction.
Can I get a refund?
All token purchases are final and non-refundable due to the instant digital delivery of tokens. By completing a purchase, you acknowledge this policy.
If you believe a charge was made in error or without your authorization, please contact your bank immediately and reach out to our support team.
🔧 Technical Issues
I paid but didn't receive my tokens
Token delivery is usually instant, but occasionally there may be a short delay. Please:
- Wait 5-10 minutes and check your account again
- Refresh your browser/app
- Check your email for a purchase confirmation
- If tokens still haven't arrived after 15 minutes, contact support with your transaction details
The website isn't loading properly
Try these troubleshooting steps:
- Clear your browser cache and cookies
- Try a different browser (Chrome, Firefox, Safari)
- Disable browser extensions that might interfere
- Check your internet connection
- Try again in a few minutes
Billing Information
Recognize a Charge?
All StreamHub Wallet purchases appear on your statement as:
This applies to all credit card, debit card, and PayPal transactions.
Don't recognize a charge?
If you see a charge from "SH DIGITAL" that you don't recognize:
- Check if anyone else with access to your payment method made the purchase
- Review your email for purchase confirmations from StreamHub Wallet
- Contact our support team with the charge date and amount
We take unauthorized charges seriously and will investigate promptly.
Contact Support
Response Time
We aim to respond to all inquiries within: