metaXsire

FAQ

1. Account & Login

Q1: I forgot my password. How can I recover it?

A: Please follow these steps:

  1. Tap "Forgot Password" on the login screen
  2. Enter the email address linked to your account and follow the instructions to reset your password

If your account is not linked to an email, please email service@metaxsire.com with:

  • Your APP username
  • A new email address you wish to link

We will link it and assist you in resetting your password.

Q2: I get "User not found" when logging in. What should I do?

A: This usually means the account information you entered is incorrect, or your account is not linked to an email.

Please check:

  • Your username for typos, capitalization, or extra spaces
  • Whether you are using the correct login method (email or username)

If the issue persists, email service@metaxsire.com with your username and a new email address to link. We will assist you in resetting your password.

Q3: How do I delete my account?

A: You can delete your account directly in the app:

  1. Go to Me
  2. Tap the profile icon in the top-left corner and select Delete Account
  3. Follow the on-screen instructions to confirm

Please note: Deleting your account is irreversible. The following data will be permanently removed:

  • XCoin balance
  • All unlocked or generated content
  • Personal profile and linked information

2. Toy Connection & Bluetooth

Q4: How do I connect my toy to the app?

A: Follow these steps:

  1. Power on the toy
  2. Enable Bluetooth on your phone
  3. Open the metaXsire app and tap "Connect Toy"

Q5: My toy won't connect to the app.

A: Please troubleshoot using the following steps:

  1. Ensure the toy is fully charged and powered on
  2. Enable Bluetooth, GPS, and nearby device permissions (Android users)
  3. Keep the toy close to your phone and disconnect other Bluetooth devices
  4. Restart both the toy and the app
  5. Verify your internet connection

If the toy appears in the app but fails to connect, please email service@metaxsire.com with:

  • A screen recording of the connection attempt
  • Your phone model
  • A photo of the toy

If the toy is not found in the app, possible reasons include:

  • The toy does not support Bluetooth (please check the product manual)
  • A hardware issue with the toy

As we are the app service provider, we recommend contacting the seller or platform where you purchased the toy for hardware-related support.

Q6: The app cannot find my toy.

A: Common causes include:

  • The toy does not support Bluetooth (please check the product manual)
  • A hardware issue with the toy

As we are the app service provider, we recommend contacting the seller or platform where you purchased the toy for hardware-related support.

Q7: What does error M02 mean?

A: Error M02 typically indicates a network connection issue.

Please check your Wi-Fi or mobile data connection, or try switching networks.

3. Subscription & Refund

Q8: What are the differences between subscription plans?

A: Different subscription plans offer different amounts of XCoins:

  • Starter: For beginners exploring the app
  • Premium: For light users
  • Pro: For moderate users
  • Pro Max: The most popular and cost-effective plan
  • Elite: For heavy users
  • Yearly: Best value for long-term users

For detailed XCoin amounts per plan, please visit: https://www.metaxsire.com/x-ticket

Q9: What is XCoin?

A: XCoin is the virtual currency (tokens) in the metaXsire app, used to unlock various AI interactive features (e.g., XGames, XFans, video generation).

How to use:

  • Go to a feature page that requires XCoins
  • Follow the prompts to use XCoins to unlock or generate content
  • Check your balance and transaction history under Me → My XCoin

Q10: How to check subscription status?

A: You can check your subscription status as follows:

  1. Log in to the app and go to Me
  2. Tap Manage Subscription
  3. Your current plan, next renewal date, and subscription status will be displayed

Q11: How do I cancel auto-renewal?

A: You can cancel it directly in the app:

  1. Go to Me → Manage Subscription
  2. Tap Unsubscribe and follow the prompts

For manual assistance, please email service@metaxsire.com with:

  • Your APP username
  • Payment method (e.g., PayPal, credit card)
  • Email linked to your payment account

We will process your request within 3 business days.

Q12: I paid but did not receive my XCoins.

A: First, check your transaction history under Me → My XCoin → Transactions.

If the XCoins are not credited, please email service@metaxsire.com with:

  • Your APP username
  • Payment screenshot
  • Payment platform details

We will verify and credit the XCoins accordingly.

Q13: Can I get a refund for used XCoins?

A: If your XCoins have been used, they are non-refundable as per the digital service policy.

If never used, you may apply for a refund. Please allow 5–10 business days for processing; your payment platform may deduct a handling fee.

To request a refund, email service@metaxsire.com with:

  • Your APP username
  • Payment method
  • Email linked to your payment account

4. Features

Q14: The XGames option is missing.

A: The XGames feature only appears after the toy is connected. Please connect your toy first and check again.

Q15: My generated videos or images are missing.

A: To protect your privacy, all user-generated content is stored only on your local device.

If you need to update the app, please follow the update prompt within the app. Do not uninstall and reinstall, as this may result in permanent data loss.

5. Privacy & Security

Q16: Do you store my works?

A: No. All user-generated content is stored locally on your device. We do not upload or store any personal creations.

Q17: Can I recover my works after uninstalling the app?

A: No, they cannot be recovered.

If you need to update the app, please do so via the in-app update prompt. Do not uninstall the app, as this will result in permanent data loss.

6. Amazon Review Campaign

Q18: How do I get a free premium by leaving an Amazon review?

A: Please follow these steps:

  1. Purchase the designated product on Amazon and leave a review that includes "metaXsire APP"
  2. Open the metaXsire app and go to "Review for free 12 months premium"
  3. Upload your review screenshot as instructed
  4. The system will automatically approve your submission, or a manual audit will be completed within 1–5 business days

Q19: I uploaded my review screenshot but it's still not approved. What should I do?

A: Please ensure:

  • Your review includes the phrase "metaXsire APP"
  • The screenshot you uploaded is clear and complete

If all requirements are met, please wait 1–5 business days for manual review. If the issue persists, contact us with your details.

7. Product Quality Issues

Q20: I have a quality issue with the product I purchased. What should I do?

A: If your toy has a hardware issue (e.g., won't power on, charging problem, missing parts), please contact the platform or seller where you made the purchase for after-sales support (return, exchange, or repair).

As the app service provider, we only offer software-related assistance and cannot handle hardware-related matters.

If you wish to report the issue to help us monitor and improve product quality, feel free to send product photos and purchase details to service@metaxsire.com.

8. Other Issues

Q21: The app crashes or freezes.

A: Please try the following:

  1. Uninstall and reinstall the app
  2. Ensure your device OS is compatible with the app
  3. If the issue persists, email service@metaxsire.com with your phone model and a screen recording — we will investigate as soon as possible

Q22: How do I contact customer support?

A: For faster assistance, please email service@metaxsire.com with the following information:

  • Your APP username
  • Phone model
  • Issue description + screenshot/screen recording
  • If related to subscriptions or payments, please include a payment receipt screenshot