FAQ

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 Facebook accounts to subscribe. Please select “Forget Passward” on Facebook to rediscover.

How do I change my password?

Log in and go to "My Account". Click "Personal Data” then "Reset Password".

※ Passwords are unable to change for users who use Facebook accounts to subscribe. Please select “Change Passward” on Facebook to rediscover.

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.

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.

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 (720p).

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.

Technical Issues (Desktop)

What are the browser software requirements?

Chrome, Safari, Mozilla Firefox, IE 11 or above.

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.

Firewall settings or anti-virus software on your computer may also be the cause. Please turn them off and try again.

Technical Issues (Mobile Devices)

Is the iOS/Android application available to download?

Yes, you can download the app on Google Play (Android) or the App Store (iOS)

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. 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, Master and JCB cards. Convenience store payment is available in Taiwan only.

Exchange and Use Promotional Code

1.Members with coupon codes can enter the codes in the coupon code exchange webpage to access.
2.Only one promotional code per account allowed each month.
3.To redeem your promotional code, please refer to the instructions received when obtaining the promotional code.

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. You also get 14 extra days the first month. 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:

  1. Inactivated cards
  2. Card numbers and expiring dates misplaced
  3. Expired cards
  4. Overreaching balances
  5. Bank system failures
  6. 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

Cancellations within the subscription period of one month will still be charged as one 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.

Pay Through Convenient Stores

Valid Periods and Payment Cycles

The payments are charged once at a time:
NT$199/30 Days
NT$398/60 Days + 7 Days
NT$597/90 Days + 14 Days

Proceed Payments Through Convenient Stores
  1. Enter the subscription payment webpage and confirm to choose “Convenient Code Payment.”
  2. Order information and payment instructions will be presented on the webpage and sent to your email address in the mean time.
  3. 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
  1. On your Android phone or tablet, open the Google Play Store .
  2. Check if you're signed in to the correct Google Account.
  3. Tap Menu Subscriptions.
  4. Select the subscription you want to cancel or re-subscribe.
  5. Tap Cancel subscription or re-subscribe.
  6. 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.

App Store 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 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
  1. Choose “Setting” on an iOS device.
  2. Enter “Setting” and click on “Apple ID, Cloud, iTunes and App Store.”
  3. Click on “iTunes and App Store.”
  4. Click on “Apple ID” on top on the screen.
  5. Click on “Check Apple ID” on the pop-up. (You may need to enter a password.)
  6. 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

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.

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.

  1. Pay2Go Carrier
    GagaOOLala confirms numbers and notifies winners.

  2. 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
    )

  3. 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.

We use cookies to operate this website and to improve its usability. Full details of what cookies are, why we use them and how you can manage them can be found by reading our Privacy Statement. Please note that by using this site you are consenting to the use of cookies.