If SuperLive charged your card while you were sending a gift, Auto-Refill is the likely cause. Its Terms of Service say Auto-Refill buys the nearest coin bundle that covers your shortfall, with no extra confirmation. You can turn it off in Settings, but charges that already went through aren't refunded.
The short version
- What triggers it: Auto-Refill runs "at the exact moment you attempt an in-app action (such as sending a virtual Gift) and your existing Coin balance is insufficient" (Terms of Service §7.a.ii, checked 2026-11-10).
- What it buys: the system works out your coin shortfall and charges your saved payment details for "the nearest available pre-defined Coin bundle that successfully covers that deficit". The Terms add that "the exact transaction amount may vary depending on the specific Gift or action attempted".
- No per-purchase confirmation: once Auto-Refill is on, the Terms say SuperLive can charge you "without requiring further manual entry or confirmation for each individual transaction" (§7.a.i).
- How to stop it: disable Auto-Refill in the app's "Settings" menu. Turning it off "will immediately deactivate future automated billing for insufficient balances" (§7.a.iii).
- Past charges stay: turning it off "does not affect, cancel, or entitle you to a refund for any automated purchases that were successfully processed prior to the deactivation" (§7.a.iii).
- Coin purchases are normally final: "all purchases of Coins and Gifts are final and non-refundable" unless the law or the Agreement says otherwise (§6). SuperLive "may, at our sole discretion, consider refunds" for duplicate transactions, unauthorized charges, technical errors, or coins that were never credited.
- Be careful with chargebacks: if you file a bad-faith dispute or chargeback with your bank, the Terms let SuperLive suspend or terminate your account, restrict your device and "forfeit any remaining Coins, Diamonds, or virtual balances" (§7.a).
- Where refund requests go: help@superlivellc.com (§13).
Where these rules come from
This article relies on SuperLive's own pages. App-store reviews appear only as examples of questions users keep asking, never as proof of how the system works.
| Source | What I used it for | Checked |
|---|---|---|
| SuperLive Terms of Service, superlivellc.com/terms (Mobitech Marketing Software Limited and Unicode Group LTD). The page doesn't show a "last updated" date. | §3 account deletion; §6 virtual items and refunds; §6.a subscriptions; §7 and §7.a payment terms, Auto-Refill and chargebacks; §9 termination; §13 refund policy and contact | 2026-11-10 |
| SuperLive Tips for Safety, superlivellc.com/tips-for-safety | Keeping your financial information private | 2026-11-10 |
| Google Play Help, "Learn about Google Play refund policies" | How refunds work when you paid through Google Play billing | 2026-11-10 |
| Apple Support, "Request a refund for apps or content that you bought from Apple" (published 2026-09-17) | How refunds work when Apple billed you | 2026-11-10 |
| Public reviews on the SuperLive Google Play listing, with replies from "Superlive Tech" | Examples of the charge complaints users keep raising, and what the developer told them | 2026-11-10 |
The Terms page shows no revision date, so the quotes below reflect the text as it read on 2026-11-10 (UTC+8). Section 12 says SuperLive amends the Agreement "from time to time", so check the live page before you rely on any wording in a dispute.
What Auto-Refill is, in SuperLive's own words
Auto-Refill sits under §7.a of the Terms, "Recurring Charges & Auto-Refill". The section opens with a general warning in capitals:
"YOUR FILED PAYMENT DETAILS MAY BE AUTOMATICALLY CHARGED FOR YOUR FUTURE PURCHASES, AUTO-REFILLS, OR FOR ANY RECURRING SUBSCRIPTIONS WHICH YOU HAVE AUTHORIZED."
Three numbered clauses follow. Between them they explain why a card charge can show up when you thought you were only sending a gift.
Clause i: how you authorize it
Auto-Refill can be switched on in two ways: "By enabling the Auto-Refill feature within the platform, or by explicitly opting-in during your transaction." Either way, you give SuperLive and its payment processors permission to charge your saved payment details "without requiring further manual entry or confirmation for each individual transaction."
The second route, opting in during a transaction, is the one people tend to miss. You don't need to have visited a settings screen. The Terms treat agreeing during a purchase flow as authorization too. If you don't remember turning Auto-Refill on, your first step is still to look at the setting (see the steps below), not to assume it's off.
Clause ii: when it fires and what it charges
This is the core of most "unexpected charge" cases:
"The Auto-Refill feature is triggered at the exact moment you attempt an in-app action (such as sending a virtual Gift) and your existing Coin balance is insufficient to complete that action. Upon being triggered, the system will automatically identify the immediate Coin deficit required for the transaction and charge your Filed Payment Details for the nearest available pre-defined Coin bundle that successfully covers that deficit."
A few things follow from this wording:
- The trigger is an action, not a schedule. Auto-Refill isn't a monthly plan. It runs when you try to spend more coins than you have, for example by tapping a gift.
- It buys a whole bundle, not the exact shortfall. It picks the nearest pre-defined bundle that covers the deficit. If you're a little short on an expensive gift, the bundle can cost more than the coins you were missing.
- The amount isn't fixed. The Terms say "the exact transaction amount may vary depending on the specific Gift or action attempted". Two Auto-Refill charges on the same day can be for different amounts.
- The system chooses the bundle. You "authorize the system to automatically select and purchase the appropriate bundle on your behalf."
Auto-Refill only fires when you try to send a gift without enough coins and the feature is on; the system then buys the nearest bundle that covers the shortfall. Source: SuperLive Terms of Services §7.a.ii, checked 2026-11-10. Chart by Buffget.
Clause iii: turning it off, and what that doesn't undo
"You retain the right to disable, enable, or modify your Auto-Refill preferences at any time. This can be done directly through the "Settings" menu within the SuperLive platform. Disabling Auto-Refill will immediately deactivate future automated billing for insufficient balances; however, it does not affect, cancel, or entitle you to a refund for any automated purchases that were successfully processed prior to the deactivation."
Two points matter here. The switch works right away for future charges, so turn it off first, before you email anyone. And turning it off doesn't count as a refund request. Past Auto-Refill purchases go through the separate refund rules covered below.
A worked example (no real prices)
To show how "nearest bundle that covers the deficit" plays out, here's a hypothetical. The numbers are made up and aren't SuperLive's actual bundles or gift prices. The app shows real prices at the point of purchase (§6).
| Step | What happens |
|---|---|
| Your balance | You have B coins. |
| You tap a gift | The gift costs G coins, and G is more than B. |
| Auto-Refill is on | The system works out the shortfall: G − B coins. |
| Bundle selection | It picks the smallest pre-defined bundle that covers G − B. That bundle may hold many more coins than the shortfall. |
| Charge | Your saved payment method is charged that bundle's price, with no extra confirmation screen required by the Terms. |
| Result | The gift is sent, and your leftover balance is the bundle's coins minus the shortfall. |
The coins from an Auto-Refill bundle aren't lost. Under §6, "Once your purchase has been completed, your user account will be credited with Coins." Whatever is left after the gift stays in your balance. What feels unexpected is usually the size and timing of the charge, not missing coins.
What users keep asking: "Why was I charged without a confirmation?"
Public reviews on SuperLive's Google Play listing keep coming back to charges people say they didn't expect. Here are a few, with the developer's public replies. They're individual accounts and don't prove how any single charge happened. Some describe purchase prompts rather than Auto-Refill. They're included because the question is common and the developer's replies point to the same route: contact support with your transaction details.
| Review date (UTC+8) | What the user described | Developer reply (date, UTC+8) |
|---|---|---|
| 2026-09-12 | "the buttons for the offers are misleading. a big continue button that charges you and a hidden button to decline." (27 people found it helpful) | 2026-10-08: the "feedback on the coin offer design has been shared with our product team." |
| 2026-09-16 | A welcome prompt with a big "Continue" button that charged them, and "very small text underneath saying 'continue without'". (28 found it helpful) | 2026-10-14: "That purchase prompt design is genuinely misleading… Please contact support immediately with your transaction details so a live agent can personally process your refund." |
| 2026-10-10 | "you click on one buy coins option and instead of asking for a confirmation it automatically uses one of your saved cards." | 2026-10-26: "Contact our support team immediately with your transaction details so a live agent can personally investigate and process a refund for the unexpected charge." |
| 2026-10-14 | Pop-ups after subscribing to someone: "they all charged me… a total of $40." | 2026-10-26: the user should contact support "with your transaction details" for an investigation. |
| 2026-10-17 | Two payments taken after buying a "limited time deal". | 2026-10-30: "contact our support team right away with your bank statement and purchase details so a live agent can look into both payments." |
These reviews mix up two things. One is Auto-Refill, which the Terms describe as charging with no per-transaction confirmation once it's authorized. The other is one-tap purchase prompts, which are offers you accept by tapping a button. Working out which one hit you matters, because it changes what you write in the refund request (see the table further down).
In none of these replies did the developer say to dispute the charge with a bank. In a 2026-10-02 (UTC+8) reply to a user who planned to file a fraud claim with their bank, it asked them to "contact our support team immediately with your payment details before filing a bank dispute." That fits the chargeback clause in §7.a, covered below.
Not every surprise charge is Auto-Refill
Before you write to support, work out what kind of charge you're looking at. The Terms treat these cases differently.
| What you see | Likely cause | Which rule applies |
|---|---|---|
| A charge right when you sent a gift, for a bundle you didn't pick | Auto-Refill | §7.a: no refund for processed Auto-Refills just because you turned the feature off. A refund is possible only under the §6 or §13 exceptions. |
| The same amount charged twice at the same moment | Duplicate transaction | §6 lists "duplicate transactions" as an exceptional case SuperLive may consider. |
| A charge you, or anyone you share the device with, didn't make | Unauthorized charge | §6 lists "unauthorized charges". §13 allows refunds where "the purchase was fraudulently made". |
| You paid but the coins never appeared | Credit failure | §6 lists cases "where Coins were not properly credited to your account". §13 covers "a technical issue with the purchase". |
| A recurring charge on the same date each cycle | A subscription, not Auto-Refill | §6.a: subscriptions renew automatically "until canceled", and cancellation and refunds are governed by the "Money-Back Policy displayed on the purchase screen". |
| Coins vanishing from your balance with no card charge | Spending inside the app, such as a per-minute room | No new payment was made. Check your in-app spending history. |
Subscriptions are a separate system
§6.a says SuperLive "may offer recurring subscription plans" in "monthly (1 month, including 1-Day Trial), 3-month, 6-month, and annual (1-year)" periods. They "automatically renew at the end of each billing cycle until canceled". The Terms point to a separate "Money-Back Policy displayed on the purchase screen at the time of your transaction" for cancellation and refund rules, including the "Social Engagement Guarantee". Subscription fees "are generally non-refundable and non-exchangeable", though SuperLive may consider refunds for "duplicate transactions, unauthorized charges, billing errors, technical issues affecting access to the Subscription, or where a Subscription service was not properly provided."
If your charge recurs on a regular date and isn't tied to a gift, read the Money-Back Policy that was shown when you subscribed. Auto-Refill settings won't stop a subscription renewal.
Coins draining without a card charge
A 2026-07-23 (UTC+8) review described another kind of surprise. In a per-minute premium room, "some people open and they didn't know or see the per minute option and they're coins are gone by automatically". In its 2026-10-19 (UTC+8) reply, the developer agreed that "a clearer warning before joining would make a huge difference" and said the feedback had been escalated. That isn't a payment problem. It's coins being spent. But if your balance runs out that way and Auto-Refill is on, your next gift can trigger a card charge. That's one more reason to keep Auto-Refill off unless you want it.
Step by step: stop the charges and build your case
Step 1: turn off Auto-Refill now
Open SuperLive, go to the "Settings" menu and disable Auto-Refill. That's the location §7.a.iii gives. Turning it off "will immediately deactivate future automated billing for insufficient balances". Do this before anything else so no new charges pile up while you wait for a reply.
Step 2: check for an active subscription
If any of the charges recur on a schedule, find the subscription and cancel it under the Money-Back Policy shown on the purchase screen (§6.a.ii). Auto-Refill and subscriptions are separate, so stopping one doesn't stop the other.
Step 3: collect every receipt
For each charge, write down:
- the date and time, and your time zone,
- the amount and currency,
- who billed you: SuperLive's payment processor, Google Play or Apple (your bank statement or email receipt shows this),
- any transaction or order ID,
- what you were doing in the app at that moment, such as sending a gift, opening an offer or joining a room.
The developer's replies quoted above ask for exactly this: "transaction details", "payment receipt and transaction ID", or "bank statement and purchase details".
Step 4: note your SuperLive User ID
Support needs to find your account. Your User ID is on your profile page. Tap the "profile" icon at the bottom right of the app.
Step 5: put each charge in the right category
Use the table above. Be honest. If you turned Auto-Refill on and it worked as described, say so, and don't call it "unauthorized" (the chargeback section explains why). If the charge is a duplicate, never credited, or wasn't made by you, say that clearly and give the evidence.
Step 6: email help@superlivellc.com
§13 says: "To submit a refund request, you can reach help@superlivellc.com." §7 also gives the same address for purchase problems. Send one email covering all the charges, not one email per charge.
What the refund rules actually allow
Three parts of the Terms cover refunds. Read them together.
§6: coins and gifts are final, with exceptions
"Except where required by applicable law or expressly stated otherwise in this Agreement, all purchases of Coins and Gifts are final and non-refundable. Coins and Gifts are virtual items intended solely for use within the Superlive platform and have no monetary value outside the platform."
"We may, at our sole discretion, consider refunds in exceptional circumstances, including duplicate transactions, unauthorized charges, technical errors, or where Coins were not properly credited to your account."
The default answer is no refund. The exceptions are at SuperLive's discretion ("may… consider"), and they cover specific situations: duplicates, unauthorized charges, technical errors and coins that were never credited. §6 also says coins "cannot be exchanged for cash" and "cannot be converted into, redeemed for, or exchanged for cash or any other monetary value". Don't ask SuperLive to "cash out" an unwanted balance.
§7.a.iii: turning off Auto-Refill doesn't undo past charges
As quoted above, disabling Auto-Refill "does not affect, cancel, or entitle you to a refund" for purchases already processed. In practice, "I've turned it off, now refund me" isn't a ground for a refund under the Terms. A charge that falls into one of the §6 or §13 exceptions can still be raised.
§13: the refund policy section
"Purchases are not refundable except where the purchaser experienced a technical issue with the purchase, the purchase was fraudulently made, or where otherwise mandated by law."
That gives you three grounds: a technical issue, fraud, or a legal requirement where you live. If consumer law in your country gives you rights over unexpected or unconfirmed digital charges, §6 and §13 both keep those rights alongside the Terms ("except where required by applicable law" and "where otherwise mandated by law").
What this means for a typical Auto-Refill charge
| Your situation | What the Terms say |
|---|---|
| You turned Auto-Refill on, it charged for a bundle while you were gifting, and you now regret it | Final and non-refundable (§6). Turning it off doesn't create a refund right (§7.a.iii). |
| The same Auto-Refill bundle was charged twice for one gift | "Duplicate transactions" can be considered (§6). |
| Someone else used your account or device and triggered it | "Unauthorized charges" can be considered (§6). "The purchase was fraudulently made" is a §13 ground. Remember that §1 and §3 make you responsible for keeping your account and password safe. |
| You were charged but the coins never appeared | "Where Coins were not properly credited" (§6) and "a technical issue with the purchase" (§13). |
| Local consumer law entitles you to a refund | Both §6 and §13 defer to applicable law. |
A refund email you can adapt
Keep it factual and short. One clear email with receipts attached usually gets further than several angry ones.
To: help@superlivellc.com
Subject: Refund request – [duplicate / unauthorized / not credited] charge – User ID [your ID]Hello SuperLive Support,
My SuperLive User ID is [ID]. I'm asking you to review the following charge(s):
1. [date, time, time zone] – [amount, currency] – billed by [processor / Google Play / Apple] – transaction ID [ID] – what I was doing: [e.g. sending a gift in a live room].
Reason: [e.g. this charge was taken twice for one gift / I did not make this purchase / I was charged but no coins were credited]. This falls under the exceptional circumstances in §6 of your Terms of Service ([duplicate transaction / unauthorized charge / coins not properly credited]).
I disabled Auto-Refill in Settings on [date]. I have attached my receipt(s) and a screenshot of my coin balance and spending history.
Please confirm you've received this request and let me know the next steps.
Thank you,
[Name]
If Google Play or Apple billed you
Your receipt shows who actually took the payment. If it came from an app store's billing system, that store's refund rules apply too.
Google Play billing
Google Play Help (checked 2026-11-10) says Google "may give refunds for some purchases made through Google Play's billing system" and that policies differ "depending on what you bought, when and how you paid, and where you're located." It also says:
- "The developer can help with purchase issues and can process refunds pursuant to its policies and applicable laws… contacting the app developer directly is often the quickest way to resolve the issue." That's the email to help@superlivellc.com above.
- If you find a purchase "that you didn't make and that wasn't made by anyone you know, report unauthorized charges within 120 days of the transaction."
- If a friend or family member accidentally made the purchase with your account, "request a refund instead."
- "If you give your account or payment details to someone else, appear to be abusing our policies, or don't protect your account with authentication, we usually can't issue a refund."
Apple billing
Apple Support's refund page (published 2026-09-17) says to sign in to reportaproblem.apple.com, choose "I'd like to", then "Request a refund", pick a reason and the item, and submit. Apple says to wait "24 to 48 hours for an update on your request", and that refund eligibility "might vary by country or region."
Asking a store for a refund through its own refund tool is different from filing a chargeback with your bank. The next section explains why that matters on SuperLive.
Why a chargeback can cost you your whole account
The last part of §7.a deals with disputes. First, you agree not to report a payment method as "fraudulent, lost, or stolen", or a charge as "unauthorized", unless you have "a good faith reason to believe" it really is. Then:
"In the event that you submit a dispute or chargeback report to your financial institution in bad faith, Mobitech and Unicode reserves the right to immediately suspend or permanently terminate your SuperLive account, restrict your device access, and forfeit any remaining Coins, Diamonds, or virtual balances without any refund or liability to you."
§9 adds that SuperLive can terminate your license and block access, including where it believes you "fraudulently use or misuse the Services", and that this "includes the ability to terminate or to suspend your access to any purchased products or services."
What this means for you:
- A real fraud report is different. The clause targets bad-faith disputes. If your card was actually stolen or someone you don't know made the charge, that's a good-faith reason, and your bank's fraud process exists for exactly that.
- Disputing an Auto-Refill you set up yourself is risky. If you enabled Auto-Refill or opted in during a purchase, and it charged exactly as §7.a.ii describes, calling the charge "unauthorized" goes against the authorization the Terms say you gave. You could lose the account, its remaining coins and any Diamonds.
- Streamers have more at stake. The forfeiture covers "Diamonds", which SuperLive users earn and can withdraw under §6. If you earn on SuperLive, a disputed charge can put your earnings at risk too.
- Try support first. The developer's 2026-10-02 (UTC+8) review reply asked a user to contact support "before filing a bank dispute". Emailing help@superlivellc.com first also leaves a record of your attempt to resolve the charge.
Unrecognized charge: report it as unauthorized in good faith. Auto-Refill or a prompt you tapped: turn off Auto-Refill, email help@superlivellc.com with receipts, and use the app store refund tool if it billed you. A bad-faith chargeback can lead to account termination and forfeited Coins and Diamonds (§7.a). Chart by Buffget.
Don't delete your account while a refund is open
Some users delete the app or the account in frustration. §3 of the Terms says account deletion goes through help@superlivellc.com, and "Once you choose to delete your account, you will not be able to reactivate your account or retrieve any of the content or information you have added." If a refund is still open, deleting the account can make it harder for support to find your purchase history and coin balance. Wait until the request is closed.
How to avoid surprise charges from now on
Keep Auto-Refill off unless you really want it
Auto-Refill trades control for convenience. With it off, an insufficient balance stops at the normal purchase screen, where you choose whether to buy and which bundle.
Read every purchase prompt before you tap
Several reviews quoted above describe large "Continue" buttons that charged them, with the decline option in "very small text". The developer called one such prompt "genuinely misleading" in its 2026-10-14 (UTC+8) reply. Until the design changes, look for the decline or "continue without" option before you tap the main button on any offer.
Know what's on file
§7.a ties automatic charges to your "Filed Payment Details". Know which card or store account the app can bill, and check your statements after a session where you sent gifts.
Top up a fixed amount when you want coins
If you'd rather buy coins on purpose than let a bundle be picked at gifting time, top up a set amount before a stream and then spend only what's in your balance. One option is a SuperLive coin top-up by User ID: you choose the denomination, enter your User ID, check out, and the coins are credited to your account. Check your User ID carefully before you pay. Digital top-ups can't be pulled back once they're credited.
That doesn't replace turning off Auto-Refill. If Auto-Refill stays on and your balance runs short during a gift, §7.a.ii still applies.
Never share payment details with other users
SuperLive's Tips for Safety page warns: "if another community member tries to get your financial information, then it could be a fraud or scam. Under no circumstances should you provide your financial information to another SUPERLIVE app user." A stranger with your card details can create charges that look like the ones in this article.
Keep minors off the account
§1 says you may only use the service "if you are 18 years or older", and §6 says coins and gifts are for users aged 18 or the local age of majority. If a child in your home can open the app on a device with saved payment details, a charge that looks like Auto-Refill can happen to an account you're responsible for (§3).
FAQ
What is SuperLive Auto-Refill?
It's a feature that charges your saved payment details automatically when you try to send a gift or take another paid action without enough coins. It buys "the nearest available pre-defined Coin bundle that successfully covers that deficit" (Terms §7.a.ii).
How do I turn off Auto-Refill on SuperLive?
Through the "Settings" menu in the app. The Terms say disabling it "will immediately deactivate future automated billing for insufficient balances" (§7.a.iii).
Why didn't SuperLive ask me to confirm the charge?
Once Auto-Refill is authorized, the Terms let SuperLive charge "without requiring further manual entry or confirmation for each individual transaction" (§7.a.i). You can authorize it in Settings or by "explicitly opting-in during your transaction".
Why are my Auto-Refill charges different amounts?
The bundle depends on the shortfall, and the shortfall depends on the gift. The Terms say "the exact transaction amount may vary depending on the specific Gift or action attempted" (§7.a.ii).
Can I get a refund for an Auto-Refill charge?
Not just because you've turned Auto-Refill off. §7.a.iii says that doesn't entitle you to a refund for purchases already processed. Under §6, SuperLive "may, at our sole discretion, consider refunds" for duplicate transactions, unauthorized charges, technical errors or coins that weren't credited. Under §13, refunds are possible for technical issues, fraud, or where the law requires them. Send requests to help@superlivellc.com.
Will I lose the coins from an Auto-Refill bundle?
No. §6 says your account "will be credited with Coins" once a purchase is completed. Coins left over after the gift stay in your balance.
Is it safe to do a chargeback with my bank?
Only file one if you have a real, good-faith reason, such as a stolen card. §7.a says a bad-faith dispute or chargeback can lead SuperLive to "suspend or permanently terminate your SuperLive account, restrict your device access, and forfeit any remaining Coins, Diamonds, or virtual balances without any refund."
Does turning off Auto-Refill cancel my SuperLive subscription?
No. Subscriptions are covered by §6.a and renew "until canceled" under the Money-Back Policy shown on the purchase screen. Cancel the subscription separately.
I paid through Google Play. Who do I ask?
Google Play Help says contacting the developer "is often the quickest way" and that the developer "can process refunds". For purchases you didn't make, Google says to report unauthorized charges within 120 days of the transaction.
Should I delete my account to stop the charges?
No. Turn off Auto-Refill in Settings instead. Deleting your account through help@superlivellc.com can't be undone (§3), and it can complicate an open refund request.
Sources
- SuperLive (Mobitech Marketing Software Limited and Unicode Group LTD): Terms of Services. https://www.superlivellc.com/terms (no revision date shown; checked 2026-11-10). Sections used: §1, §3, §6, §6.a, §7, §7.a, §9, §12, §13.
- SuperLive: Tips for Safety. https://www.superlivellc.com/tips-for-safety (checked 2026-11-10)
- Google Play Help: Learn about Google Play refund policies. https://support.google.com/googleplay/answer/2479637 (checked 2026-11-10)
- Apple Support: Request a refund for apps or content that you bought from Apple. https://support.apple.com/en-us/118223 (published 2026-09-17, checked 2026-11-10)
- Google Play: SuperLive listing and public user reviews with "Superlive Tech" developer replies. https://play.google.com/store/apps/details?id=com.superlive.liveapp (reviews dated 2026-07-23 to 2026-10-17 UTC+8, replies dated 2026-10-02 to 2026-10-30 UTC+8; checked 2026-11-10). Used only as examples of questions users keep asking.