FAQ

TV APP

How to watch GagaOOLala on your TV

To watch GagaOOLala on your TV, you need a device compatible with the GagaOOLala app. The GagaOOLala app is available on:

Streaming media players

Android TV (Latest Version: 241014001 (1.2.0))
Roku (Latest Version: 1.8)
Amazon Fire TV/Stick (4k Max only) (Latest Version: 1.2.0)

Smart TVs

LG TV (Latest Version: 1.2.0)
[ WEE TV ] webOSTV 23, webOSTV 7.0
[ TV ] webOSTV 23, webOSTV 24, webOSTV 25, webOSTV 7.0
[ Projector ] webOSTV 7.0
[ Monitor TV ] webOSTV 23, webOSTV 24, webOSTV 7.0
[ Commercial TV ] webOSTV 23
Samsung TV (Latest Version: v1.1.0)
2024: 24TV_STANDARD3, 24TV_STANDARD2, 24TV_STANDARD1, 24TV_PREMIUM6, 24TV_PREMIUM5, 24TV_PREMIUM4, 24TV_PREMIUM2, 24TV_PREMIUM1, 24TV_BASIC3, 24TV_BASIC2
2023: 23TV_STANDARD1, 23TV_PREMIUM5, 23TV_PREMIUM4, 23TV_PREMIUM3, 23TV_PREMIUM2, 23TV_PREMIUM1, 23TV_BASIC3, 23TV_BASIC2, 23TV_BASIC1_LIC2, 23TV_BASIC1_LIC, 23TV_BASIC1
2022: 22TV_STANDARD1, 22TV_PREMIUM5, 22TV_PREMIUM4, 22TV_PREMIUM3, 22TV_PREMIUM2, 22TV_PREMIUM1, 22TV_BASIC3, 22TV_BASIC1
2021: 21TV_STANDARD1, 21TV_PREMIUM3, 21TV_PREMIUM2, 21TV_PREMIUM1, 21TV_BASIC4_LIC, 21TV_BASIC1
2020: 20TV_STANDARD, 20TV_PREMIUM, 20TV_BASIC2, 20TV_BASIC1

NOTE:

If your TV has an app store, search for “GagaOOLala” to see if the app is available.
If you're not sure how to update the GagaOOLala app on your TV, check your owner's manual or contact the manufacturer of your TV.

How to sign in to GagaOOLala on TV

Open gagaoolala.com/pair on your mobile device or scan the QR code
Sign in to your GagaOOLala account on your mobile browser
Enter the 6-digit Verification Code on mobile your browser

Can't sign in to GagaOOLala on TV device

Please go to the GagaOOLala website and sign out of your GagaOOLala account first, and then go to gagaoolala.com/pair to sign in again.

Account

Membership

■General Membership
Complete access to the free section. Watch LGBT content anytime.

■VIP Membership
Enjoy our full catalogue of LGBT content, exclusive weekly updates and VIP events. You can cancel your subscription at any time.

Subscribe a GagaOOLala Membership Account

Users can subscribe through emails or Facebook accounts. Membership will be activated after information of the membership is completed.

I forgot my password.

Click the Forgotten your password button at the login screen and enter your email address. A new password will be sent to your mailbox. If you haven’t received the email, please contact customer service at +886-2-2377-9901 or service@gagaoolala.com.

※ Passwords are unable to rediscover for users who use Google, Facebook and Apple accounts to subscribe.

How do I change my password?

※ Passwords are unable to change for users who use Google, Facebook and Apple ID accounts to subscribe.

What should I do if I forgot the password to my account registered with Google, Facebook, or Apple ID?

Since your account was registered via Google, Facebook and Apple, we cannot retrieve your password for you. Please use the methods provided by Google, Facebook, or Apple to retrieve your password to their website and sign in to GagaOOLala with it.

Please refer to the following links:

Google：https://www.facebook.com/help/213395615347144
Facebook：https://support.google.com/accounts/answer/41078?co=GENIE.Platform%3DDesktop&hl=zh-Hant
Apple ID：https://support.apple.com/zh-tw/HT201487

Log Out

■ Web: Click on the account username on the upper-left corner, then click on “Log Out” on the bottom after entering the webpage.

■ iOS/Android: Click on the menu of the upper-left corner of the app, then click on “Log Out” on the bottom of the webpage.

Someone is using my account without my permission.

Please contact customer service at +886-2-2377-9901 or service@gagaoolala.com or through our Facebook fan page as soon as possible.

I did not receive my verification code.

Verification codes are typically sent within minutes. If you don’t see a mail in your inbox, please check the spam folder. If you still can’t find it, try adding noreply@mg.gagaoolala.com as a contact to your address book, and request for a verification code again at the GagaOOLala website or APP. If you have left the verification page, please sign in again and the system will redirect you.

I have received a code, but I left the verification page.

If you have left the page, please sign in again. You will be redirected to the verification page again.

The verification code is invalid.

This verification code is valid for 7 days only. If you would like us to send a new one, please go to the GagaOOLala website or APP.

I would like to unsubscribe from the mailing list

Scroll down to the bottom of the EDM newsletter, and click “unsubscribe from this list”.

Register problems

If you have trouble registering, please try the following methods:
■ Manually fill in your email instead of letting it be autofilled
■ Try using a different internet browser
■ Try registering via the iOS or Android app

Register problems with Apple ID

If you have trouble registering with Apple ID on the iOS app, please try the following methods:
■ Use a computer browser to register with your Apple ID. Once successful, you will be able to sign in via the app.
■Try using other methods to register, such as a regular Email

Cannot login with Google

You might need to turn off “Chrome’s Lite Mode”or update to the latest version of the App. After that, try logging in again.

Cannot login with Apple ID

If you cannot login with your Apple ID, please check if your iOS version meets Apple’s requirements for signing in with Apple ID.

Please refer to the instructions provided by Apple:
https://support.apple.com/en-us/HT210318

Service

Can I preview the content before subscribing?

Yes, we provide trailers for every film and TV series.

Can I download videos?

Currently, we exclusively provide online streaming service.

Can I sign in with one account and play videos on multiple devices?

You can sign in on multiple devices but play videos on one device only.

How about the resolution of the movies?

Our highest resolution is HD (1080p).

No subtitles during viewing?

GagaOOLala provides both Chinese and English subtitles which automatically appear in the content. It might not appear due to different devices and manual setting is required.

If you use PCs or laptops, please click on the setting button (with a gear pattern) on the lower-right part of the webpage and choose Chinese/English subtitles; if you use mobile devices, please click on the setting button (with a gear pattern) in the built-in player (not a browser player) in your mobile devices after the content is loaded and choose Chinese/English subtitles; If you use apps, please click on the CC button after the content is loaded and choose Chinese/English subtitles.

Note: suggested browsers with mobile devices: iOS (iPhone/iPad): Safari；Android (Phone/Tablet): Chrome Browser.

IP switches cause replay?

Be sure to use the same internet when viewing. If switches happens in the meantime (Wi-Fi to 4G for instance), a different IP will intrigue the protection mechanism, and the content will need to be reloaded to continue to play.

Can I watch all the titles? Why does the page say: “This title is not available in your current region or it has not been released yet. Sorry for the inconvenience” ?

Since each title is licensed for different regions and under limited conditions, some titles may be unavailable at unlicensed regions. It is also possible that the title is not yet released. We usually specify the release date in the description on the page.

Which subtitle languages do you have?

All videos on GagaOOLala have Chinese and English subtitles. Certain films will have Thai, Indonesian, Spanish, or Portuguese subtitles, and some will have subtitles of the original language. Please check the description on the page.

Suggested streaming requirements

Windows: Chrome
Mac OS: Safari or Chrome
iOS (iPhone/iPad): Safari; Android (Phone/Tablet): Chrome
iOS or Android App: Please make sure that you have updated the GagaOOLala app to the latest version

How do I fast forward?

Both the APP and browser version support playback speed adjustment.
On the browser, click on the gear icon on the control bar> Speed; on the APP, tap the gear icon on the top right corner> Speed. Set speed to faster.

Technical Issues (Desktop)

Streaming requirements: Suggested browsers are the latest versions of Chrome, Safari, and Mozilla Firefox
I cannot connect to the server.: 1.Check your internet connection.
2.If you are using a workplace/dormitory network, please contact your MIS to change the Firewall settings.
3.Firewall settings or anti-virus programs on your computer may also be the cause. Please turn them off and try again.
Playback is choppy: Please follow the instructions below for troubleshooting:
Make sure your internet speed is normal.
The internet speed in a workplace/dormitory network (Wi-Fi) may vary due to shared bandwidths. You can download a speed-test app at www.speedtest.com to find out. Please contact your ISP if connection speed is low.
For sufficient system memory, closing other apps not in use or running in the background is advised.
Firewall settings or anti-virus software on your computer may also be the cause. Please turn them off and try again.
Can I access GagaOOLala on Mac?: You can access GagaOOLala as long as you are using Safari/Chrome/Mozilla Firefox.

Technical Issues (Mobile Devices)

Streaming requirements: The GagaOOLala App is suggested for mobile devices. The suggested browsers for the web page version are Safari for iOS (iPhone/iPad), and Chrome for Android (Phone/Tablet). Please make sure that your software is up to date.
Do you have an App for iOS/Android?: Yes, search and download “GagaOOLala - Find Your Story” on App Store or Google Play. Please make sure that your App is updated to the latest version before using it.
Delete the App means cancelling subscriptions within the subscription cycle?: Your subscription needs to be cancelled manually or reach to the end of a billing cycle to come to end. Deleting the App doesn't mean the subscription has been cancelled. You can still reinstall the App after deleting it.

Payment Methods

Payment Methods

The regular monthly fee is NT$250 (about US$7.99) and the special offer price is NT$199 (about US$6.99). The fee is charged in Taiwanese Dollars. The exchange rate depends on your credit card bank. Payment through credit card and convenience stores are available. For detailed information about subscription fees and valid viewing periods, please, refer to your preferred payment method instructions.

※GagaOOLala accepts VISA, MasterCard and JCB cards. Convenience store payment is available in Taiwan only.

How do I redeem or use my voucher/promo code?

Please go to the GagaOOLala promo code redeem page to redeem your code.
https://www.gagaoolala.com/en/user/promocode-redeem
For eligibility and redeeming methods, please refer to the attached instructions where you obtained your code.
You will have to wait for one minute should you enter your code incorrectly more than 10 times with the same account.
Note for Vouchers (paid codes): If you are already subscribed through iOS, Android, or Paypal, the code would not work. You will have to cancel your subscription first to redeem your code. Credit card and convenience store subscriptions are not subject to such limits.
Note for promo codes: Each account can only redeem one trial code per month. If you have previously subscribed through iOS, Android, or PayPal, the code would not work. Credit card and convenience store subscriptions are not subject to such limits.

Pay by Credit Cards

Valid Periods and Payment Cycles

A monthly fee of NT$199 will be charged automatically to your card each month. If your credit card uses a non-NTD currency, you will be charged according to your bank exchange rate. Your viewing period starts from the moment you subscribe. If you do not unsubscribe you will be charged automatically for the following month on the day your fee is due.

※For example, if a user subscribed on November 5th, 2017, the service would be due on December 4th, 2017, and the fee charge for the following month would be occur on December 5th, 2017.

Fail to Pay with Credit Cards

Possible reasons:

Inactivated cards
Card numbers and expiring dates misplaced
Expired cards
Overreaching balances
Bank system failures
Rejection of billings and automatic monthly payments by the bank
If the authorization is still not successful, please contact your bank.

Pay by VISA Debit Card

VISA debit cards with online payment activated are valid for subscriptions.

Change Credit Card Information

Log in on the homepage of GagaOOLala website, click on Account Username on the corner, enter the page and choose “Change” to change.

1 Dollar Certification Fee from Credit Card Payments

If the original subscribed credit card is changed, the system would need to certify the subscription and charge for 1 dollar. It would be refunded to the original credit card account after two days.

Cancellation of GagaOOLala Subscriptions

Log in on the homepage of GagaOOLala website, click on Account Username on the corner, enter the page and choose “Cancel” to cancel.

Cancellations within Subscription Periods

The shortest subscription period available is one month. Cancellations within the subscription period of one month will still be charged as one month.

※For example, if a user purchased the service on May 15, 2020; if unsubscribing on June 1, 2020, the service will still be available until the billing cycle ends on June 14, 2020.

Pay Through Convenient Stores

Valid Periods and Payment Cycles

Fees are charged in advance with convenience store payments. The longer the period, the higher the discount:
Single month plan : NTD $199 ｜ 30 days
3 months plan (10% off) : NTD $537 ｜ 90 days
6 months plan (17% off) : NTD $999 ｜180 days
12 months plan(25% off): NTD $1799｜360 days

※Convenience store payments are Taiwan only

Proceed Payments Through Convenient Stores

Enter the subscription payment webpage and confirm to choose “Convenient Code Payment.”
Order information and payment instructions will be presented on the webpage and sent to your email address in the mean time.
Convenient codes and payment expiring dates will be provided on order information. Please complete the payment before the expiring date. The code will be invalid after the expiring date, and the order will be cancelled automatically. Please proceed the ordering steps again if you wish to subscribe.

Convenient Stores to Collect Payments

7-11 ibon
FamilyMart FamiPort
OK Mart OK-go
Hi-Life Life-ET

Instructions of Convenient Store Payment Methods

7-11 ibon Payment Procedure Picture
FamilyMart FamiPort Procedure Picture
OK Mart OK-go Payment Procedure Picture
Hi-Life Life-ET Payment Procedure Picture

Validation After Payments

Subscriptions will be valid 20 minutes after completions of payments. You can enter your member account to see if your status has been upgraded to a paying member. If it is not updated yet, please log out and log in again. Please contact our customer service at +886(2)2377-9901 or email to service@gagaoolala.com if the upgrade is not successful.

Cancellation of the Subscription of GagaOOLala

Subscribers that selected convenience store as their payment method cannot cancel their subscription. Please, verify you can access GagaOOLala before placing your payment.

Google Play Subscriptions

Valid Periods and Payment Cycles

A monthly fee of NT$250 will be charged automatically to your card each month. If your credit card uses a non-NTD currency, you will be charged according to your bank exchange rate. Your viewing period starts from the moment you subscribe. If you do not unsubscribe, you will be charged automatically for the following month on the day your fee is due.

※For example, if a user subscribed on November 5th, 2017, the service would be due on December 4th, 2017, and the fee charge for the following month would be occur on December 5th, 2017.

Use Google Play Subscription Services

App software with payment upgrade on Android system has to be certified by Google Inc. to subscribe in “Purchase in App” and become paying members after completing procedures.

Cancel and Re-Subscribe GagaOOLala Service

On your Android phone or tablet, open the Google Play Store .
Check if you're signed in to the correct Google Account.
Tap Menu Subscriptions.
Select the subscription you want to cancel or re-subscribe.
Tap Cancel subscription or re-subscribe.
Follow the instructions.

Cancellations of Subscriptions within Payment Cycles

Cancellations within the subscription period of one month will still be charged as one month. You need to proceed “Cancel Subscription” 72 hours before the due date (charging day) to prevent from being charged for the upcoming month.

※For example, if a user purchased the service on November 5th, 2017, the service would be due on December 4th, 2017, and the automatic payment day for the following month would occur on December 5th, 2017.

I unsubscribed before the renewal date, why did Google still bill me?

Google Play requests payment 72 hours before the service ends.If you would like to cancel your subscription, please do so 72 hours before the billing date.

App Store Subscriptions

Valid Periods and Payment Cycles

※For example, if a user subscribed on November 5th, 2017, the service would be due on December 4th, 2017, and the fee charge for the following month would be occur on December 5th, 2017.

Use App Store Subscription Services

App software with payment upgrade on iOS system has to be certified by Apple Inc. to subscribe in “Purchase in App” and become paying members after completing procedures.

Cancel and Re-Subscribe GagaOOLala Service

Choose “Setting” on an iOS device.
Enter “Setting” and click on “Apple ID, Cloud, iTunes and App Store.”
Click on “iTunes and App Store.”
Click on “Apple ID” on top on the screen.
Click on “Check Apple ID” on the pop-up. (You may need to enter a password.)
Select GagaOOLala in “Subscribed Items” to cancel or re-subscribe.
※ If you are still charged but can’t see subscribed items in iTunes, please confirm that you log in with the right Apple ID.

Cancellations of Subscriptions within Payment Cycles

I unsubscribed before the renewal date, why did Apple still bill me?

App Store requests payment 72 hours before the service ends.If you would like to cancel your subscription, please do so 72 hours before the billing date.

How do I change the credit card I’m using for App Store?

Please use the methods provided by App Store to edit your credit card info.
Please refer to the following link: https://support.apple.com/en-us/HT201266

PayPal Subscriptions

How is the period and billing cycle calculated?

PayPal bills a monthly fee of USD 6.99. If your PayPal account does not use USD, then the fees will be calculated according to the exchange rate of your bank. The billing cycle begins on the day of subscription, and the fees will be automatically billed via PayPal every month until you cancel your subscription.

※Example: A user subscribed on May 15, 2020. The service will be available until June 14, 2020, and the next automatic billing will happen on June 15, 2020.

How do I cancel my GagaOOLala subscription?

Please log in to the GagaOOLala website. Go to the membership page, and choose “cancel subscription”.

What will happen if I cancel my subscription during a billing cycle?

The shortest subscription period available is one month. A period less than that would be considered as one month.

※Example: A user subscribed on May 15, 2020; if they unsubscribe on June 1, 2020, the service will still be available until the billing cycle ends on June 14, 2020.

How do I change the credit card I use for PayPal?

Since you are paying through PayPal, you can only change credit cards by using the methods provided by PayPal.

Please refer to the following link:
https://www.paypal.com/us/smarthelp/article/how-do-i-link,-remove,-or-change-a-credit-card-or-prepaid-card-faq1457

Invoice

Issuing E-Invoice

An E-Invoice will be issued when you select credit card or convenience store payment to subscribe to GagaOOLala. There are three different methods for you to receive it. Donation is also available.

If you choose to subscribe through the App Store, you will receive an electronic invoice issued by Apple.

E-Invoice Carriers

Three carriers are provided for you to place E-Invoice. They are Pay2Go carriers, natural person certificate barcodes, mobile carrier Barcodes.

Pay2Go Carrier
GagaOOLala confirms numbers and notifies winners.
Natural Person Certificate Barcode
Enter a 16 digit combination of English letters and numbers.
Applying from a household office that is in charge of this matter is required when selecting this carrier. (
Application method)
Mobile Carrier Barcode
Enter a 8 digit combination of English letters and numbers.
Applying a mobile carrier barcode from the “Electronic Invoice Integration Service Platform” of Ministry of Finance is required when selecting this carrier. (
Application method)

E-Invoice Winner Notification

If you select Pay2Go Carrier, GagaOOLala will confirm numbers and notify winners. We will mail the invoice on paper to you afterward. Please confirm the subscribed information of your membership is correct. If any delay or missing caused by incorrect information occurs, please understand that we will not mail a replacement.