Payment

  • How to get membership?

    1. Mobile payment supports Google Pay/Apple Pay/Credit Card/Debit Card, and any specific payment method provided by Google/Apple store;
    2. PC browser and Android TV payment support Cardit/Debit card payment.
    Please visit our membership page from the home page after log in to your account, from there you can select the type of membership you would like to subscribe to.

  • What payment methods are supported for purchasing VIP membership?

    Hello, iQIYI currently supports Credit Card/Debit Card/Google Pay/ Apple Pay. More payment methods are under development, so stay tuned!

  • How to resolve payment issues such as payment failure or payment declined?

    1. Check that your payment information such as postal code, security code, expiration date are correct and your account balance is sufficient; 
    2. If you're still having trouble, it is recommended that you try make the payment through your mobile device, or submit your problems through the [Support and Help] - [Feedback] located at the footer and provide a screenshot of the issue.

  • How to redeem VIP membership activation code?

    Currently you can only redeem the VIP membership activation code on our website. Please visit https://www.iQ.com/vip/codekey and log in to your iQiyi account to redeem. You can redeem your VIP membership by enter the activation code. 
    Tip: The activation code contains 16 letters and/or numbers in the format of xxxx-xxxx-xxxx-xxxx-xxxx. When entering the code, please note that there is only number "0" and no letter "O" in the code; no need to enter the hyphen "-"; the code is case-sensitive.

  • Why it says my activation code has already been redeemed?

    Your activation code cannot be redeemed under the following circumstances: 
    1. The activation code has been redeemed: An activation code can only be redeemed once. If you have already entered the code, please check whether the membership has taken effect in the correct account;
    2. The activation code is expired: If your activation code is expired, it cannot be redeemed. It is recommended that you contact the provider of the activation code for further information.

  • What are the privileges of [Standard VIP Member] and [Premium VIP Member]? What are the differences?

     [Standard VIP Member]: 1. VIP exclusive contents; 2. Wide selection of content; 3. VIP skip ads; 4. Compete task to enjoy Advance Unlock; 5. 1080P HD Playback Resolution; 6. Dolby Sound; 7. Watch VIP content on TV; 8. Watch VIP content on two devices at the same time.

    [Premium VIP Member]: In addition to the privileges of [Standard VIP Member], Premium VIP Member also has the following privileges: 1. Watch the latest hit content in advance; 2. Watch pay-per-view content free or at a discounted price; 3. Watch VIP content on four devices at the same time.

    For more detailed VIP membership membership privileges, please visit the [VIP] page by clicking the top right icon on www.iQ.com, or download iQiyi APP on your mobile device. 

  • What if your VIP Membership does not display properly?

    1. Please check whether you have logged in with the correct membership account;
    2. Please check whether the payment transaction has completed successfully;
    3. If you use Google/Apple Pay, the activation time might have some delay time. Please wait for a moment and check it again later;
    4. If you are an iOS user, please check whether you have purhcased a membership without logging in; 

    If you are still unable to obtain membership privileges, please submit your issue on the devices that you used to purchase the membership and provide a screenshot of purchase record. Our customer service staff will check it for you according to the information you submitted.

  • Why is the membership expired?

    Please check if:
    1. The length of member rights and interests expires normally;
    2. Application for refund after buying a membership leads to the expiration;
    3.You log in the correct member account;
    4. Network delay leads to delay in the payment into your account, and it is recommended that you log in again after a while;
    If you do not meet the above conditions, it is recommended that you submit your problems in [Support and Help] - [Feedback] at the bottom of the web page, and the customer service personnel will reply to you by emails to handle them.

  • As a VIP member, what if you can't skip the advertisment after subscription?

    If the membership of your current account is activated normally, you can enjoy the Skip-The-Ads privilege automatically. If you still can see the advertisment before content playback, please check the following:
    Whether the membership is activated: Whether the login account is in good standing.
    The VIP membership privileges include skipping the advertisment that affect the playback experience. If the advertisment doesn't affect the playback experience, it is recommended that you watch the content normally.

  • Why can't I watch 1080P videos?

    1. Common users cannot watch 1080P videos, please check whether your account is normal. 
    2. Since some videos do not support 1080P, please send the episode name to contactus@qiyi.com. Afterwards, our customer service staff will query based on the information you have provided. 
    3. Since 1080P videos cannot be played at your current Internet speed, please switch to more stable network connection.

Automatic renewal

  • Why was I charged automatically?

    Since you selected the automatic renewal service when you became a member and did not cancel the service, the system will automatically charge you before the membership expires so that you can continue to enjoy the service.

  • How to cancel automatic renewal?

    1. Google Play: If you want to cancel the renewal, please manually manage your automatic renewal in Google Play-Menu-Subscription.
    2.  Apple users: If you want to cancel the renewal, please manually manage your automatic renewal in the iTunes/Apple ID-Subscription.
    3. Other payment method (PC website): If you want to cancel the automatic renewal, please log into your account at iq.com first. Click on the Profile Picture - My Account - Manage Subscription.
    Other payment methods(mobile phone): Please click VIP - VIP Renewal - Setting Icon on the right of VIP expiry date - Manage Automatic Renewal on the mobile terminal of iQIYI;
    4. If you purchased membership via a third-party platform, you need to contact such third party to cancel it.


    Please note that you need to cancel at least 24 hours before the renewal date or otherwise it will be renewed.

  • After automatic renewal, the page shows that my membership expires.

    1. Deduction failed: please check your account deduction information and verify whether the deduction is successful.
    2. Network delay results in a delay of activating VIP privileges, please wait for a moment for another login. 
    3. Please verify whether you log into a correct member account.
    If not applicable, please submit [Feedback] in the app. Afterwards, the customer service staff will reply to you by email.

  • Am I a member after I have cancelled automatic renewal?

    If you have successfully canceled the automatic renewal, the system will no longer automatically renew your membership after expiration. Your current membership services can be used normally until the VIP privileges expire.

  • On what devices can you access iQIYI?

    Apart from the website www.iq.com, you can also use iQIYI on mobile, TV and iPad, more ports for supported devices are under development!
    Mobile: You can search iQIYI to download the mobile version of the APP in APP Store/Google Play to use;
    TV: Open the iQIYI icon on the TV desktop or search iQIYI and download the TV version of the APP in APP Store (If you cannot find iQIYI TV APP on TV, we are very sorry that it might not be available on your TV/TV Box right now.);
    iPad: You can search iQIYI and download the APP in APP Store to use, it is the same version as the one on mobile.

  • How to link your email/mobile number to your account?

    To protect your account, it is recommended that you link your frequently used email or mobile number to your account. 
    You can link your email/mobile number through the following methods:
    1. iQIYI mobile user: Open the iQIYI APP on your mobile device, log in your account and click the [Personal Homepage] - [Settings] - [Account and Security] to
    manage your email and mobile number;
    2. iQIYI web brower user (iq.com): Visit https://www.iq.com/ on a computer, log in to your iQIYI account and click your [Profile] - [My Account] - [Account and Security] to manage
    your email and mobile number.

  • How to change linked email/mobile number?

    1. iQIYI mobile user: Open the iQIYI APP on your mobile device, log in your account and click the [Personal Homepage] - [Settings] - [Account and Security] to
    manage your email and mobile number;
    2. iQIYI web brower user (iq.com): Visit https://www.iq.com/ on a computer, log in to your iQIYI account and click your [Profile] - [My Account] - [Account and Security] to manage your email and mobile number.

  • How to cancel my account?

    1. Please note that your personal data, VIP privileges, etc. will be cancelled immediately and cannot be restored after your account is cancelled. If you don't use our app temporarily, please cancel the automatic renewal instead of account cancellation.
    2. If you need to cancel your account, please submit your request through [Feedback]. Afterwards, the customer service staff will reply to you by email.

  • Where can I find my UID?

    You can find your unique User ID after log in to your iQIYI APP through mibile device, and then click [Personal Homepage] - [Profile Picture]. Your "User ID" is located at the bottom of the page.

  • What should I do when I see error code [DASH-A00020] while playing a video?

    Please after correct your computer time to keep it consistent with your local time and restart your browser to try again. If the error still occured, please submit the feedback on the error
    reporting page and provide specific issue description and page screenshots. One of our customer service staffs will assist you via email according to the information you provide.

  • What should I do if the video prompts an error while playing?

    1. Network issues: Please try to clear the browser cache, refresh the page, restart the browser, and keep the network stable to try playing the movie again. If it still cannot be played, please
    submit the feedback on the page, and provide the specific title and
    number of episode where the error occurred;
    2. Plyaing error due to copyright restrictions: It is recommended that you submit feedback on the playback page and provide the specific title and the number of episode where the error occurred;
    3. Error code during playback: It is recommended that you submit feedback on the page where the playback error occurred, which will help us identify the cause of the error for you.

  • Why can't I find the videos that I have ever watched previously?

    1. Copyright restriction: Some content is temporarily unavailable due to copyright restriction. Please try watch other hit content first. 
    2. Content title issue: It is recommended that you use the full name or the full English name of the content to search in the menu-search bar at the top. 

     

     

  • What if the content takes too long to load?

    It is recommended that you try to clear the browser cache, refresh the page, and restart the browser with a stable network, then play the content again. If it still takes a long time to load, please submit feedback on the page and select [Playback Issue],
    and provide the specific title and the number of episode where the problem occured.

  • How to turn on/off speed playback?

    You can click the [1.0X] icon in the lower right corner of the player to set the desire playback speed. Currently we provide five
    playback speeds of 0.75X/1.0X/1.25X/1.5X/2.0X.

Subtitle

  • How to switch the subtitles?

    You can switch the subtitles to differnet language by selecting [Subtitle] in the lower right corner of the online player.

  • What if a video has no subtitles?

    Please make sure that whether there is the subtitle language you want by selecting [Subtitle] in the lower right corner of the player,if there is no a subtitle, it may be under production.
    If you select the appropriate subtitle but the movie does not display the subtitle, please submit the problem at the bottom of the page through [Support and Help] - [Feedback]. The customer service staff will reply to you by a email to solve the problem for you.

  • Why are some variety shows without subtitles?

    Regarding the missing subtitles for certain variety shows, we are working hard to solve this problem by making our AI translation unavailable. We apologize for the inconvenience, please watch other available content. And we encourage you to submit feedback in the app and provide the name of the variety show without subtitles, and we'll solve it as soon as possible.

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