Poppo Live's official Terms of Service and Recharge Agreement, both dated January 2026, say purchased coins can't be refunded. They also say coins and points are cleared if you don't log in for three consecutive months. Several rules that circulate online aren't in either document: a fixed 5,000-coin daily cap, a "day 14" chargeback ban, and a three-condition gift-scam rule. Both documents list one support address, contact@poppolive.com.
The short version
- Documents checked: the POPPO LIVE Recharge Agreement ("Latest updated: January, 2026") and the Terms of Service ("Last updated: January 2026"), both on poppo.com. We read them on 2026-11-10. Both name VSHOW PTE. LTD., a Singapore company, as the operator.
- Inactivity: the Terms (§12) clear "coins" or "points" if you "do not log in to POPPO LIVE for three consecutive months". The trigger is logging in, not spending.
- Daily cap: neither document gives a number. §3.2 of the Recharge Agreement only says Poppo may set policies "including but not limited to the transaction limit, transaction times, etc."
- Chargebacks: neither document uses the word "chargeback" or sets a 14-day deadline. What they do say is that accounts can be blocked for violations, and there's no refund when coins are frozen or removed for a violation (§4.5, §4.6).
- Gift-scam reports: neither document lists conditions for reporting gift scams.
- Refunds: "There is no refund available after any purchase" (Recharge Agreement §2.1).
- Short credit: if a processing error leaves you with fewer coins than you should have, Poppo says it will "promptly credit your POPPO LIVE account with the correct amount upon confirming the processing error" (§2.7).
- Support email: contact@poppolive.com. That's the only address in the Recharge Agreement (§10, §11), the Terms (§8, §14, §15) and the poppo.com footer.
Which documents this myth-check uses
Everything below comes from two pages on Poppo's official site, both read on 2026-11-10:
- Recharge Agreement at www.poppo.com/home/google_pay, headed "Latest updated: January, 2026". It opens by saying it sets out the rights and obligations of "VSHOW PTE. LTD., ... a Singapore company and its affiliated enterprises' products (hereinafter referred to as " POPPO LIVE " or " POPPO LIVE platform")" for recharging and spending. It has 11 numbered sections.
- Terms of Service at www.poppo.com/home/register, headed "Last updated: January 2026". It describes "VSHOW PTE. LTD., the company's product "POPPO LIVE"" and has 15 numbered sections.
Both documents say users must "be at least 18 years old and have full capacity to enter contracts under the laws of the jurisdiction in which you reside." On the App Store, "Poppo Live - Live Stream" (id1544908797) lists Vshow PTE. LTD. as seller and is rated 17+. Its latest version when we checked was 3.2.4, released 2026-11-09.
Copies of Poppo's terms also appear on other websites. This article quotes only the two pages on poppo.com.
Five rows comparing claims found online with what the official Poppo Live documents say: the inactivity rule (log-in based, three consecutive months), the daily cap (no number published), the chargeback "day 14" ban (no such clause), the gift-scam "3 conditions" (no such clause) and the support email (one address, contact@poppolive.com). Data: POPPO LIVE Recharge Agreement ("Latest updated: January, 2026") and Terms of Service ("Last updated: January 2026"), checked 2026-11-10. Chart by Buffget.
Myth 1: "Coins are cleared after 90 days unused"
What the claim says: some posts say unused coins disappear after 90 days, sometimes adding that the rule "started in January 2025". Others say coins "expire after 3 months" for unverified accounts and last longer for verified ones.
What the official text says: §12 of the Terms of Service, "Account information", reads in full:
"You can acquire "coins" through recharging (please consider this carefully as it is non-refundable, specific details can be found in the Recharge Agreement) or earn "points" through activities like live-streaming. In order to maintain user activity, if you do not log in to POPPO LIVE for three consecutive months, the "coins" or "points" will be cleared."
Verdict: partly wrong. There is a three-month rule, but it differs from the online version in three ways:
- It's based on logging in, not spending. The clause says "if you do not log in". Nothing in it requires you to spend coins to keep them.
- It's "three consecutive months", not "90 days". The two are close but not identical, and the Terms use the month wording.
- It covers both "coins" and "points". Hosts' earned points fall under the same sentence as purchased coins.
The current Terms don't mention a January 2025 start date. They also don't set different expiry periods for verified and unverified accounts. The only dated version on poppo.com is the one headed "Last updated: January 2026".
What this means in practice: if you hold a coin or point balance, log in at least once within any three-month window. The Terms don't say whether Poppo warns you before clearing a balance.
Myth 2: "There is a 5,000-coin daily spending cap"
What the claim says: posts describe a fixed limit of 5,000 coins per day, sometimes with a 10,000-coin weekly cap, on gifting or on spending toward wealth levels.
What the official text says: the only clause about transaction limits is §3.2 of the Recharge Agreement:
"POPPO LIVE has the right to set relevant policies related to the transaction from time to time based on the consideration of transaction security, including but not limited to the transaction limit, transaction times, etc. You understand and acknowledge that these policies may disrupt your experience and use of POPPO LIVE."
Verdict: no number in the official text. Poppo reserves the right to set limits and change them "from time to time". Neither document says 5,000 coins, or any other figure, per day or per week. Any limits that do exist would show up in the app, and the Agreement allows them to change.
A related clause, §2.3, says Poppo can "unilaterally change, adjust, suspend or terminate" the rules for buying coins with US dollars or other currencies, and that such changes "take effect automatically from the date of announcement".
Myth 3: "A chargeback means a permanent ban on day 14"
What the claim says: some posts describe a fixed timeline. A temporary suspension follows the chargeback, a lockdown comes within 5–7 days, and the account becomes permanently banned "after 14 days" with no appeal.
What the official text says: neither the Recharge Agreement nor the Terms contains the word "chargeback" or any 14-day rule (searched 2026-11-10). The clauses that cover account blocks and lost coins are in section 4 of the Recharge Agreement, "Suspension/Termination of Account":
- §4.5: "When users use POPPO LIVE platform, if they violate national laws and regulations, POPPO LIVE user agreement, this agreement or other POPPO LIVE platform management regulations, the POPPO LIVE platform has the right to temporarily or permanently block your account without prior notice to you."
- §4.6: "In the event that POPPO LIVE suspends or blocks your account or freezes or removes "coins" from your account due to your violation of this Agreement, there will be no refund of any value paid for the "coins"."
Verdict: not in the official text. The documents allow temporary or permanent blocks "without prior notice" when a user breaks the rules. They don't set a day-by-day timeline, they don't mention chargebacks, and they don't promise or rule out an appeal.
The refund clauses still apply in full: §2.1 ("There is no refund available after any purchase"), §2.4 and §2.6, quoted in the refund section below. The documents don't describe a specific penalty for disputing a charge with your bank or app store.
Myth 4: "Gift-scam reports need 3 conditions"
What the claim says: a claim online says Poppo only acts on a gift-scam report if three specific conditions are met.
What the official text says: neither document sets conditions for reporting a gift scam.
- The Terms (§4) prohibit users from impersonating others and from trying to "Defame, harass, abuse, threaten or defraud users of POPPO LIVE".
- The Terms say Poppo "takes no responsibility and assumes no liability for any User Content". The opening section adds that "POPPO LIVE shall not be held responsible for any events or incidents that occur outside of the platform between its users."
- The only reporting route the Terms name is for child-safety content, through the "HELP" feature (§6).
Verdict: not in the official text. The documents prohibit defrauding other users, but they don't set a three-condition test or any other checklist for reports.
Myth 5: "Support emails" other than contact@poppolive.com
What the claim says: addresses at several different domains and with different prefixes appear online as Poppo support contacts.
What the official text says: the official documents list one address.
- Recharge Agreement §10 (Dispute Resolution): "If you have any questions or complaints about the use of this Agreement, please contact our official via email at contact@poppolive.com".
- Recharge Agreement §11 (Contact information): "please send your inquiries via email to contact@poppolive.com".
- Terms §8 (Data access and deletion): data correction requests go "to contact@poppolive.com".
- Terms §14: "please contact our data protection officer via email at contact@poppolive.com".
- Terms §15: "please send your inquiries via email to contact@poppolive.com".
- poppo.com footer: "contact@poppolive.com" (checked 2026-11-10).
Verdict: the official documents list one address, contact@poppolive.com.
What the official documents do say about refunds
Several clauses of the Recharge Agreement deal with refunds, and they all point the same way.
- §2.1: "The "coins" are the virtual currency provided by the POPPO LIVE Team for your relevant consumption on POPPO LIVE. You can use "coins" to purchase various products or services on POPPO LIVE, such as virtual gifts. You can give virtual gifts to the hosts. However, "coins" cannot be exchanged for real currency. You should buy the corresponding amount of "coins" according to your actual needs. There is no refund available after any purchase."
- §2.4: "When using the recharge method, you must carefully confirm your account and select the relevant operation options with caution. POPPO LIVE will not provide any refunds or any form of compensation once "coins" have been purchased."
- §2.6: "After a successful recharge, you can freely use the "coins" added to your POPPO LIVE account. However, the platform will not provide any refund or reverse exchange services."
§12 of the Terms repeats the warning: recharging is "non-refundable, specific details can be found in the Recharge Agreement."
"No refund" is different from "wrong amount credited"
§2.7 covers processing errors, which is a separate matter from refunds:
"POPPO LIVE has the right to correct any processing or system errors which may result in an incorrect amount of "coins" being registered in your account. POPPO LIVE will notify you by platform message, SMS, telephone or other reasonable means before doing so. If you receive fewer "coins" than you should have, POPPO LIVE promptly credit your POPPO LIVE account with the correct amount upon confirming the processing error. If the error causes you to receive more "coins" than you should get, POPPO LIVE has the right to directly deduct the difference from your POPPO Live account regardless of the nature and reason of the error."
§3.1 says how to raise a problem: "If you have any objection to the record, you should immediately notify POPPO LIVE. If it is found that there is any error after verification by POPPO LIVE, it will be corrected; otherwise, you agree that the transaction record on POPPO LIVE will be the only effective basis for "coins" transaction."
So a short credit is corrected with coins after Poppo verifies it. Money is not refunded under these terms.
Google Pay and your account
§3.3 says "POPPO LIVE uses Google Pay to provide transaction services for the purchase of "coins"" and that Poppo "is not responsible for any errors, faults, or other issues arising from your use of Google Pay's services." §3.4 says you "should ensure that you are the holder of the Google Pay account".
§3.5 lists cases where Poppo isn't liable for failed purchases. They include "Your POPPO LIVE account is invalid, lost or blocked" and losses from "disclosing your password to others in any way whatsoever".
Account suspension, freezing and confiscation
Section 4 of the Recharge Agreement sets out when Poppo can act against an account. Here are the key clauses, quoted as published.
§4.1: "In case of any of the following circumstances, POPPO LIVE has the right to interrupt or terminate the network services provided to you under this Agreement at any time without notice to you:"
- "The personal data you provided is not true;"
- "You violate the purchase rules set forth in this Agreement;"
- "You violate the POPPO LIVE's activity rules when participating in activities, etc."
It continues: "Except for the situations mentioned in the preceding paragraph, POPPO LIVE reserves the right to interrupt or terminate part or all of the network recharge service at any time without prior notice to you. POPPO LIVE does not have to bear any responsibility to you or any third party for any loss caused by the interruption or termination of the recharge service."
§4.3: "If you use improper means (including but not limited to violating platform rules, exploiting system or rule vulnerabilities, using plug-ins or other cheating programs, etc.), directly or indirectly recharge your POPPO LIVE account, obtain / trade coins, virtual gifts and platform rewards, thereby infringing the interests of the POPPO LIVE platform or other users (whether or not you actually obtain improper interests),POPPO LIVE has the right to confiscate and freeze your improper income at any time, block your POPPO LIVE account and prohibit you from using various services."
§4.4: recharging must not be used for "any illegal and criminal activities". If it is, Poppo "has the right to terminate the Service", and serious cases go to judicial authorities.
§4.6: "In the event that POPPO LIVE suspends or blocks your account or freezes or removes "coins" from your account due to your violation of this Agreement, there will be no refund of any value paid for the "coins"."
§4.7: Poppo "has the right to share any information arising from any breaches of these terms and conditions with any law enforcement or judicial organization."
The Terms add a rule for hosts in §5, "Cash Rebate and Withdrawal Policy": "Our platform strictly prohibits any form of cash rebates. Users may only withdraw points earned through receiving gifts, tips from others, or participation in platform activities." Withdrawals used for "money laundering, fraud, gambling, or other unlawful activities" lead to the account's access being suspended immediately and the case reported to regulators.
Recharge Agreement §2.5 and §4.2: recharge channels (verbatim)
These two clauses are quoted exactly as published in the Recharge Agreement ("Latest updated: January, 2026"), as read on 2026-11-10, without commentary.
§2.5: "If you recharge in an illegal way or in a way that is not specified by POPPO LIVE, we do not guarantee the successful or correct completion of the recharge. If your rights and interests are damaged, we will not make any compensation. POPPO LIVE reserves the right to terminate your POPPO LIVE account qualification and your use of the various recharge services at any time if you are found to have recharged in any unauthorised manner."
§4.2: "If a user illegally uses Google store to recharge his Android mobile phone, or purchase "coins" through other channels not recognized by POPPO LIVE, POPPO LIVE has the right to freeze the account and impose penalties it accordingly, which may extend to the suspension or banning of the account, depending on the seriousness of the user's breach or illegality."
Fan Club: the official October 2025 changes
Poppo's News Center published "Fan Club Features Upgrade" on 2025/10/29 (poppo.com/home/news/detail?template=template-1, read 2026-11-10). It opens: "To provide a better experience, we're upgrading the Fan Club joining and light-upfeatures. New fan club privileges are also coming soon!"
- Joining: "After following the host, tap "Fan Club", click"Join the Fan Club", and pay the entry fee of 100 coins to join."
- Staying lit: "When your fan badge is lit up, sending gifts daily will keep it active."
- Freezing: "If no gifts are sent for 3 consecutive days, the badge will freeze and turn gray on the 4th day. Privileges will be disabled, and fan power points will stop increasing."
- Relighting: "When your fan status is frozen, you can reactivate it by paying 100 coins to restore your badge and privileges".
- Display: while active, "the Fan Club icon will display a number showing your Fan Level", and the Fan Club card shows a fan power ranking.
- Privileges: fan levels unlock "upgraded fan badges, floating screens, entrance effects, exclusive gifts, exclusive avatar frames, and more."
In short, gifting at least once every three days keeps the badge from freezing. If it freezes, relighting it costs 100 coins, the same as the entry fee. The post doesn't give the number of fan levels.
The same day, the News Center also listed "Fan Power Ranking", a global event that ran 24/10/2025–26/10/2025 (UTC+8) with "Totally 7,740,000 Points up for grabs globally". It also listed "Fan Club Challenge Plus++", which said "Host rewards are more than doubled — earn up to 4,200 points per day!"
What players report about coins after a ban
The following are player reports, not confirmed findings.
- App Store (US), review dated 2024-10-11, 1 star: the reviewer says Poppo "randomly banned my account because I requested for a refund."
- Complaint posted 2023-09-02: a user says they asked for a Google Play refund on 2,100 coins they thought hadn't arrived. The coins then arrived, the refund also went through, and the account was banned the next day.
- Complaint posted 2023-09-22: a host reports losing 10,000 points and being permanently banned.
- Complaint posted 2024-02-02: a user reports a permanent ban on an account that held a large balance, and asks for the account to be restored "with all my data and assets".
- Complaint posted 2026-02-12: a level-38 user reports a permanent ban "without known reason" and asks for a review.
The official documents don't explain the reasons for any individual ban. They do say what happens to the balance: under §4.6, coins frozen or removed because of a violation are not refunded. Under §4.5, a block can be temporary or permanent and can happen "without prior notice". The documents don't set an appeal timeline. For questions or complaints about the Agreement, they point to contact@poppolive.com (§10).
Disputes and governing law
Both documents use the same dispute clause, §10 in the Recharge Agreement and §14 in the Terms. A dispute "shall first be referred to mediation in Singapore, in accordance with the Singapore International Mediation Rules for the time being in force." If mediation fails, "the dispute shall be governed by the laws of Singapore and shall be subject to arbitration in Singapore administered by the Singapore International Arbitration Centre in accordance with the Singapore International Arbitration Rules."
Both documents also allow Poppo to change them. The Recharge Agreement (§9) and the Terms (§13) say that "In order for you to continue using POPPO LIVE, you must click "accept" on the new terms."
Quick reference: claim to clause
| Claim online | Official clause | What it actually says |
|---|---|---|
| Coins cleared after 90 days unused | Terms §12 | Cleared if you "do not log in to POPPO LIVE for three consecutive months" |
| 5,000-coin daily cap | Recharge Agreement §3.2 | Poppo may set "the transaction limit, transaction times, etc."; no number given |
| Chargeback = permanent ban on day 14 | None | No chargeback or 14-day clause; §4.5 allows blocks "without prior notice", §4.6 no refund on frozen or removed coins |
| Gift-scam reports need 3 conditions | None | Terms §4 prohibits defrauding users; no reporting conditions |
| Various support emails | Recharge Agreement §10/§11; Terms §8/§14/§15 | contact@poppolive.com |
| Refund after buying coins | Recharge Agreement §2.1, §2.4, §2.6 | "There is no refund available after any purchase." |
| Fewer coins credited than paid for | Recharge Agreement §2.7, §3.1 | Corrected "upon confirming the processing error" |
| Fan badge turned gray | Fan Club Features Upgrade (2025/10/29) | Frozen on day 4 after 3 days without gifts; 100 coins to relight |
FAQ
Do Poppo Live coins expire?
The Terms of Service (January 2026) say coins or points "will be cleared" if you don't log in for three consecutive months. They don't set an expiry date for an account that logs in regularly.
Can I get a refund for Poppo Live coins?
The Recharge Agreement (January 2026) says: "There is no refund available after any purchase." Separately, if a processing error gives you fewer coins than you should have, §2.7 says Poppo will credit the correct amount once it confirms the error.
Is there a daily spending limit?
The Recharge Agreement reserves the right to set "the transaction limit, transaction times, etc." from time to time, but it doesn't give a figure.
What happens to my coins if my account is banned?
§4.6 says that if Poppo suspends or blocks the account, or freezes or removes coins, because of a violation, "there will be no refund of any value paid for the "coins"."
What is Poppo Live's official email?
contact@poppolive.com, as listed in the Recharge Agreement, the Terms of Service and the poppo.com footer (checked 2026-11-10).
Why did my Fan Club badge turn gray?
According to Poppo's "Fan Club Features Upgrade" notice (2025/10/29), the badge freezes on the fourth day if you send no gifts for three consecutive days. Relighting it costs 100 coins.
Sources
- POPPO LIVE Recharge Agreement, "Latest updated: January, 2026", VSHOW PTE. LTD., https://www.poppo.com/home/google_pay (checked 2026-11-10)
- POPPO LIVE Terms of Service, "Last updated: January 2026", https://www.poppo.com/home/register (checked 2026-11-10)
- Poppo Live News Center: "Fan Club Features Upgrade" (2025/10/29), "Fan Power Ranking" (2025/10/29), "Fan Club Challenge Plus++" (2025/10/29), https://www.poppo.com/home/news (checked 2026-11-10)
- App Store: Poppo Live - Live Stream, id1544908797, version 3.2.4 released 2026-11-09, seller Vshow PTE. LTD., rated 17+ (iTunes lookup, checked 2026-11-10)
- App Store (US) customer review dated 2024-10-11 (user claim only)
- Player complaints, user claims only, dated 2023-09-02, 2023-09-22, 2024-02-02 and 2026-02-12: https://complain.biz/poppo-live/complaint/im-banned-from-pippo-live/ ; https://complain.biz/poppo-live/complaint/poppo-took-my-coins-and-permanently-banned-me/ ; https://complain.biz/poppo-live/complaint/account-banned-permanently-and-my-all-diamonds-also-taken/ ; https://complain.biz/poppo-live/complaint/20127756-dear-poppo-support-my-38-level-account-id-has-been-permanently-banned-i-believe-this-might-be-a-mistake-as-i-was-not-aware-of-any-policy-violation-please-review-my-account-and-unban-it-i-a/