CinavaHelp & Support
Get help with playback, subtitles, casting, purchases, and privacy requests.
Email support
[SUPPORT_EMAIL]
- App: Cinava
- Package:
com.cinava.video - Developer name: [DEVELOPER_NAME]
- Organisation: [COMPANY_NAME]
- Website: www.cinavaplay.com
Include your device model, Android version, Cinava version, and a clear description of the issue. Never send passwords, verification codes, or full payment-card numbers.
Before you contact us
- Check that you are using the latest available Cinava version.
- Restart the app and try another local video to see whether the issue affects one file or all playback.
- For network playback or casting, check the source URL, your connection, and device compatibility.
Frequently asked questions
Where do I get videos to play?
Cinava is a media player, not a video library. Open media you own or have permission to access, from your device or a compatible source. Cinava does not provide movies or grant rights to third-party content.
A file will not open, or playback stutters.
Confirm that the file is complete and accessible, and that any required Android media permission is granted. Try another file and close other demanding apps. Format, codec, resolution, and hardware-decoding support depend on your device and the installed version. If the issue continues, describe the format and the error message to support; do not email a private video unless specifically needed and safe to share.
How do I fix missing or delayed subtitles?
Check that you selected the intended subtitle track or file. Where supported, use the subtitle timing controls to align the text with the dialogue. Include the subtitle format and the approximate delay when reporting a problem.
Why can I not cast to my TV?
Check that your phone and a compatible Chromecast or DLNA display are reachable on the same local network. Guest Wi-Fi, router isolation, or a VPN can prevent device discovery. Casting also depends on the media format and receiving device. Describe both devices and the network setup if you need assistance.
How do I manage a purchase or cancel a subscription?
For Google Play purchases, sign in to the Google account used to buy the subscription and open Google Play > Payments & subscriptions > Subscriptions. Select Cinava and follow the cancellation instructions. Uninstalling Cinava does not cancel a subscription. See Google Play subscription help and refund guidance. For purchase assistance, include the relevant order reference, but never send full payment-card details.
How can I request access to or deletion of my data?
Contact [SUPPORT_EMAIL] with the subject Data Deletion Request or Privacy Request. Include your app version and enough information to identify the relevant support or installation record. Do not send passwords or verification codes. We may need to verify your request and aim to process eligible requests within 7 business days after verification. Uninstalling the app does not automatically erase retained records or cancel a subscription. See the Privacy Policy.
What to include in a support request
- Your phone or tablet model and Android version.
- Your Cinava version and the steps that reproduce the issue.
- The exact error message and a screenshot with private information removed, if useful.
- For playback problems: the file format, codec or stream type, if known.
- For casting problems: the receiving device model and network setup.
Never send passwords, verification codes, full payment-card numbers, or private media unnecessarily.