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SUPPORT

Support.

Need a hand with PolarGate TV, the PolarGate app or anything else? Here is how to reach us, answers to common questions, and our company details.

Last updated · 17 OCTOBER 2026

01PolarGate TV

For anything about PolarGate TV, email hello@polargate.ai, the same address you see in the app, its terms and its privacy policy.

  • Cancel your subscription: on iPhone or iPad, in Settings > your name > Subscriptions; on Android, in Google Play > Payments & subscriptions > Subscriptions.
  • Refunds: the store you bought from handles them: Apple at reportaproblem.apple.com and Google in your Google Play order history.
  • Restore Purchases: on the app's subscription screen, it brings back a subscription paid with an Apple or Google account that isn't linked to your account yet.
  • One subscription per account: it belongs to your PolarGate TV account, not to the device, and works on every device you sign in to with it, Mac included.
  • Deleting your account does not cancel the subscription: cancel it in the store as well. If you come back with another account while it is still paid, Restore Purchases moves it to the new account. To delete it, see delete your PolarGate TV account.

Frequently asked questions

I paid and can't get in

Tap Restore Purchases on the subscription screen, signed in to the store with the Apple or Google account you paid with. If the app says the subscription belongs to another PolarGate TV account, sign in with that account. If you deleted your account and the subscription is still paid, Restore Purchases moves it to your new account. If you still can't get in, email hello@polargate.ai with the store and the date of the purchase.

How do I change plan?

In the app, in Account > Change Plan. Moving up to PolarGate TV + AI takes effect at once: if you are on the free trial, the trial ends and the new plan is charged that day; if not, what is left of your current plan is credited. Moving down to PolarGate TV takes effect when your current period renews.

How much can I use PolarGate AI?

PolarGate TV + AI includes up to 40 AI searches a day and 600 a month per account. Days and months are counted in UTC, so the daily limit resets at 00:00 UTC (2:00 in Madrid in summer, 1:00 in winter). When you reach it, the app tells you when you will have more.

Can I watch my downloads without a subscription?

Downloads come with the subscription. When it ends, what you downloaded can be watched offline until 3 days after it ends at the latest. After that the downloads stay on the device, and you can watch them again if you subscribe again or delete them in Account > Downloads.

02PolarGate app (console)

For help with the PolarGate app, email is the fastest route: hello@polargate.ai. We respond within 48 business hours.

When contacting support about the app, please include your device model, operating system version, the app version, and a short description of what happened. Screenshots help us resolve issues faster.

Frequently asked questions

How do I get help with the PolarGate app?

Email hello@polargate.ai with a short description of the issue, your device and OS version, the app version, and a screenshot if relevant. We aim to respond within 48 business hours.

I forgot my password: how do I reset it?

Use the forgot password option on the sign-in screen. You will receive a reset email. If it does not arrive within a few minutes, check your spam folder or contact support.

How do I delete my account and data?

You can delete your account and its data from your account settings inside the app. Deletion removes your account and the content you added. If you cannot access the app, email hello@polargate.ai and we will handle it for you.

How do I turn notifications on or off?

Push notifications are opt-in. You can enable or disable them from the app settings, or from your device notification settings for PolarGate at any time.

Is my content private?

Yes. The content you add to your brain is stored to power the app features for you, is not sold, and is not used for advertising. See our Privacy Policy for the full detail.

Which platforms is PolarGate available on?

PolarGate is available as a native app on iOS and Android. The app identifier is ai.polargate.console.

03Company details

  • General and business enquiries: the project brief, three minutes, answered in writing within 48 business hours
  • Studio: Polargate, an AI-native digital studio
  • Applications: PolarGate TV (ai.polargate.tv) and PolarGate (ai.polargate.console)
  • Registered office: Calle Electrónica 6, 28027 Madrid, Spain (POLARGATE, S.L. · CIF B24895005)
  • Coverage: Europe and the Americas · ES / EN / NL
  • Web: polargate.ai

For details on how we handle your data, see our Privacy Policy.

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AI-native digital studio for mid-market companies

POLARGATE, S.L. · CIF B24895005
Calle Electrónica 6, 28027 Madrid, Spain