Support
Platonix customer support — help with your account, payments, live sessions and the apps. Browse the questions below or open a guide; you can also write to info@platonix.ch.
Frequently asked questions
How do I sign in?
Platonix has no passwords, and you don't need to sign up separately: the first time you sign in, we create your account. Enter your email (or, on the website and in the Android app, your phone number) and we send you a 6-digit code. You can also continue with Google or Apple. Codes expire after a few minutes, so request a new one if yours has.
I didn't receive my sign-in code.
Check your spam or promotions folder and that the email address is spelled correctly, then request a new code. Emails come from no-reply@platonix.ch.
How do I change my name or photo?
Web: open your profile and choose Edit profile. Apps: Profile › Edit profile. Your new name shows right away on web and in the apps.
How do I delete my account?
In the apps: Profile › Account & security › Delete account. On the web, or if you also want your data erased, send us a request using the form below (topic: Request account deletion) or write to dataprotection@platonix.ch.
Where can I get the Platonix app?
Download Platonix from the App Store (iPhone and iPad) or Google Play (Android). Or use it in any modern browser at www.platonix.ch. Your account, purchases and invoices are the same everywhere.
Which browsers are supported?
The latest versions of Chrome, Safari, Edge and Firefox. Live meetings work best in Chrome or Safari, with microphone and camera access allowed.
Something isn't working — how do I report it?
Use the form below with the topic “Report an app or website error”. Tell us what you did, what you expected and what happened; we automatically include your device and browser. You can send screenshots by replying to our confirmation email.
How do I become a creator on Platonix?
Apply using the form below with the topic “Become a content creator”. Tell us about yourself, your practice and what you'd like to offer; our team reviews every application and gets back to you.
I'm a creator and need help with an event, upload or payout.
Send us the details using the form below — include the event or video title — and we'll help. For an event that is about to start, call us during support hours.
When can I join a live event?
Doors open 5 minutes before the start. If the host hasn't started yet, you wait in the lobby — it brings you in automatically the moment the host starts, so you don't need to refresh.
Will others see or hear me when I join?
No. Everyone joins muted with the camera off. Turn on your mic or camera with the buttons at the bottom when you want to be heard or seen. In stage events the host decides who can speak — raise your hand to ask.
My microphone or camera doesn't work.
Allow microphone and camera access when your browser or phone asks. If you blocked it, the guide “Allow camera and microphone access” below shows how to turn it back on in Chrome, Safari, Edge, Firefox, iPhone and Android. On the website and in the Android app you can still watch and listen without the microphone; in the iPhone and iPad app the microphone must be allowed to join an open room.
I can't hear anyone.
Check your device volume, then make sure sound goes to the right place: on the website click Speaker in the meeting (works best in Chrome and Edge); in the iPhone app tap More › Audio output; in the Android app tap Audio. Headphones and Bluetooth are picked up automatically in the apps. Closing other apps that use audio (calls, music) often helps.
The video freezes or keeps reconnecting.
Live video needs a stable connection, such as Wi-Fi or a good 4G/5G signal. If the picture freezes, the session reconnects automatically. Turning your own camera off frees up bandwidth.
How can I pay?
On the website you pay on a secure Stripe checkout page with a card, Apple Pay, Google Pay, Link, PayPal, Klarna, TWINT, Bancontact or EPS (the options shown depend on your country). In the iOS and Android apps you pay in the app on Stripe's secure payment sheet. In India, payments are in INR through PhonePe (UPI, cards and net banking).
Which currency will I be charged in?
One currency, chosen from where you are — for example CHF in Switzerland, EUR in the euro area, INR in India, USD elsewhere. The price you see before paying is the price you are charged, converted at the current ECB exchange rate.
Is tax included in the price?
Tax is added on top of the price at checkout, based on your billing address — for example 8.1% VAT in Switzerland — and shown as its own line before you pay. Purchases in India include 18% IGST. Some creators pass the 10% platform fee on to the buyer; when they do, it is shown as a separate line too.
Where is my invoice?
We email it to you right after payment. You can also open it any time: on the web under Account › Purchases, and in the apps under Profile › Purchases — tap View, then download the PDF from the invoice page.
What will I see on my card statement?
PLATONIX, usually followed by a short name of what you bought, e.g. “PLATONIX* MORNING YOGA”.
My payment failed, or I think I was charged twice.
A failed payment is never charged — you can simply try again. We also protect against duplicate charges for the same purchase. If you still see two charges, contact us with your invoice number or the reference from your confirmation email and we will sort it out.
Can I cancel a ticket for a live event?
Yes — up to the event's cancellation deadline (usually 5 hours before it starts; the exact deadline is shown on your purchase) you can cancel it yourself under Purchases and get a full refund. For a repeating event the deadline is counted from the next session.
What if the event is cancelled by the host?
You get a full refund automatically — no need to ask. The same applies if Platonix cancels it, or if it is rescheduled so that you can no longer attend.
Can I get a refund for a video or a journey?
If you are a consumer in the EU, EEA, UK or a country with an equivalent right, you can withdraw within 14 days of purchase as long as you haven't started watching the video or the journey. Once you have started, the withdrawal right no longer applies to what you have consumed. Contact us with your invoice number.
How long does a refund take?
We reply to refund requests within 5 business days. Once issued, the money usually appears on your statement within 5–10 business days, depending on your bank. A refund removes access to the item.
Guides
- Become a creator and set up your channel — Turn on the creator tools, build your public channel and set your payout currency before you sell anything.
- Add managers to your channel — Invite people to help run your channel and switch between channels you manage.
- Get the Platonix app on iPhone and Android — Install the app, sign in with the same account and turn on notifications so you never miss a session.
- Sign up and sign in — Create your free account or sign in with a 6-digit code, Google or Apple. There is no password to remember.
- Find something to watch — Browse the homepage, search across videos, live events, journeys and channels, and pick up where you left off.
- Follow channels and get notified — Follow the creators you like and choose how we tell you about their new videos and live sessions.
- Talk to Memi, your AI companion — Ask Memi for a practice, a recommendation or an answer, by typing or speaking, on the web and in the apps.
- Ask a creator's AI or send a message — Get instant answers from a creator's AI assistant, or write to a creator or another member directly.
- How to schedule a live event — Create a one-off or repeating live session — open room, managed stage or broadcast — set the price and publish it.
- Set up a recurring event — Run the same session every day, week or month with one event page, one link and automatic reminders.
- Go live and end your event — Join your open room or stage as the host, let attendees in, record, and end the session for everyone.
- Host an open room or a stage — Record, manage who can speak and share, answer raised hands and end the session for everyone.
- Premiere a video as live — Play an uploaded video as a live broadcast at a set time, with live chat and reactions, without being there.
- Stream a broadcast with OBS — Get your server URL and stream key, configure OBS, go live and end the broadcast.
- Upload a video — Publish a recorded video or a short wellness byte — free or paid, now or on a release date.
- Manage your videos, events and journeys — Find everything you've made in one library, and archive, delete, restore or share it privately.
- Create a curated journey — Bundle your videos into a day-by-day programme that people join once, free or paid.
- Offer 1-on-1 sessions — Publish bookable time slots so people can book and pay for a private session with you.
- Pricing, fees and payouts — How prices, the 10% platform fee, tax, minimum prices and cancellation deadlines work when you sell on Platonix.
- See your analytics and sales — Track views, attendance and earnings for every event, video and journey.
- Find, book and join a live event — Register or buy a ticket, check your camera and microphone, and join from the lobby, on the web or in the app.
- Watch a live broadcast — Join a broadcast, chat and send reactions, go full screen or keep watching in a small window.
- Allow camera and microphone access — Let Platonix use your microphone and camera so you can speak and be seen, and fix it if you clicked Block.
- Choose your microphone, speaker and camera — Pick a headset, external webcam or Bluetooth device before you join or during a session, on the web and in the apps.
- Join a stage and speak — On a stage the host invites speakers up. Raise your hand, wait to be added, then turn on your mic and camera.
- Raise your hand and speak — Ask the host for a turn to speak in an open room or on a stage, and what happens when they approve.
- Pay for events, videos and journeys — Choose a payment method, see exactly what you pay, and find your receipts and invoices.
- Cancel a ticket and get a refund — Cancel a paid event ticket yourself before the deadline, and what happens when an event is cancelled.
- Edit your profile and notifications — Change your name and photo, choose when you get event reminders, and control emails and push notifications.
- Delete your account — Close your Platonix account from the app, or ask us to delete it from the website.
- Watch videos — Play, pause, skip, change quality and speed, keep watching in a small window, and like, save or share.
- Watch Bytes — Short vertical videos you swipe through, like and share.
- Follow a journey — Start a curated journey, watch one lesson a day and keep your progress across devices.