Support

1) My user does not exist - or I cannot log in?

If you have typed the correct username and you get the message that your user doesn't exist, you are probably on the wrong site. MovieStarPlanet has different sites for each country. Make sure you are on the right site (see a list of countries here).

2) I forgot my password?

If you forgot your password, please click the "Forgot password" button where you log in-and your password will be sent to your provided email address. If you don't have an email associated with your user, you will need to contact Support. Please remember to send along a receipt for purchase of StarCoins or VIP membership to show us that this is in fact your user profile.

3) How do I change my password?

Click on the "Settings" icon in the top right corner to change your password.

4) How do I change my email?

Click on the "Settings" icon in the top right corner to change your email.

5) How do I change my name or my age?

You can't change your username or your age on MovieStarPlanet. If you type the wrong age, delete the user and open a new one. If your username is your real name, please contact Support.

6) How do I avoid recurring payments?

To disable recurring payments, please click on the VIP/StarCoins logo, then go to "my payments" and disable recurring payments here.

7) Someone else has access to my user

If you didn't keep your password safe, someone might have gained access to your user profile. Please click the "Forgot password" button where you log in-and your password will be sent to you. Then change it right away. If this does not work, please send either the receipt for StarCoins or VIP membership to Support - remember to include your username.

8) How do I delete my account?

Go to "Help" (the question mark [?]) in the top right corner, click on "My User" and select "Delete account". Note: You can't get a deleted user back and all StarCoins associated with the account will be lost.

9) How do I get my deleted user back?

Unfortunately, once deleted you cannot get your user back.

10) I can't make a payment with a credit card?

Please make sure that your browser allows pop-up windows, and then try again. You may also want to try clearing the cache and Internet history. Remember to always ask a parent or guardian before making any online payment.

Note: A prepaid card may not work.

11) The site doesn't load properly - or I can't play as I normally do?

Please ensure that you have the latest version of Adobe Flash Player on the computer: http://get.adobe.com/flashplayer/otherversions/

You will also need to have the newest edition of the browser you're using e.g. Internet Explorer, Fire Fox, Chrome, Safari.

12) Some items are missing from my user?

Try to go to your Room, click "Edit my Room", and then you should find your items in the "Item list". If a Pet is missing, you may want to check the Pet Hotel.

13) I got a lock number?

This means your computer (IP address) has been banned from MovieStarPlanet. If you believe this has occurred in error, please send the lock number to Support along with a brief description of why you believe this lock is a mistake. Remember to include your username.