We are here to help.
Questions about playback, your account, billing, or filmmaking on PYLON.
Contact us
Email [email protected]. A human reads every message.
Privacy enquiries: [email protected].
Common questions
The sign-in email did not arrive
Check your spam or junk folder for a message from pylon.video. Sign-in links expire after 15 minutes, so if it has been longer, request a fresh link from the sign-in page and use the newest one. Double-check that the address you entered is the one you meant. If nothing arrives after a retry, email [email protected] from that address and we will check the delivery logs.
A film will not play
Refresh the page first: most playback hiccups clear on reload. Then check your connection and make sure your browser is a current version of Chrome, Safari, Firefox, or Edge. If you are on a VPN or a strict network filter, try without it. Still stuck: email us the error code shown on the player card and we will dig in.
How do I cancel my subscription?
Go to Account, then Subscription, then Cancel. Your plan stays active until the end of the period you have already paid for, and you will not be billed again. If you subscribed through the App Store, manage it in your Apple subscription settings instead.
I was charged but Premium is not showing
Payment confirmation usually lands within a minute. Give it a moment, then refresh the page or sign out and back in. If Premium is still missing, email [email protected] with the email address on your receipt and we will set it right.
How does the free tier work?
The free tier is ad-supported: create a free account, sign in, and watch the free slate, including the weekly free pick. Ad revenue is shared with the filmmakers too. Premium is $7.99 a month for ad-free viewing and premium releases.
Which devices and browsers are supported?
PYLON works in current versions of Chrome, Safari, Firefox, and Edge on desktop and mobile. The PYLON app for iPhone is on its way, with Android to follow. TV apps and casting are not available yet.
Help yourself
Account settings, data export, and account deletion live in the app under You. Terms, privacy, and platform policies are published on our legal page.