Giloo Documentary & Film｜More Than a Fan

Member Account Subscription & Billing Referral Code Watching Films Campus Plan Support Other Questions

What is Giloo?

Giloo, derived from the pronunciation of “record,” is Taiwan’s only online streaming platform focused on film festivals and social issues. It offers award-winning films, documentaries, dramas, classics, and art films from major international film festivals. As a subscriber, you can watch authorized films in your region without time or viewing limits. In addition to streaming, Giloo provides film reviews, viewing insights, and festival news, building a cultural community dedicated to film enthusiasts and cinematic knowledge.

What are the benefits of becoming a registered Giloo member?

By registering as a Giloo member, you can access periodically available free movies and enjoy various member functions, including redeeming viewing codes, managing your watchlist, leaving reviews and ratings, inviting friends, and receiving newsletters and app notifications curated by Giloo, featuring the latest domestic and international film information and first-hand updates on offline events.

What are the benefits of becoming a Giloo subscriber?

Paid Giloo subscribers enjoy multiple perks: unlimited viewing of movies available in your region, Full HD streaming, personalized notifications, cross-device viewing, offline downloads, and occasional free access to special screenings and events.

What subscription methods does Giloo support?

1) Via Giloo Website (desktop or mobile browser)

Recommended method for the best discounts and promotions

Accessible via desktop or mobile browsers; supports VISA, MasterCard, American Express, and major debit cards

Giloo periodically launches special promotions, such as bundled deals with National Geographic, TIDF Cinephile Passes, Lunar New Year offers, Buy-One-Get-One campaigns, and subscription collaborations with performing arts centers. Due to payment system limitations, these offers are available only for subscriptions purchased via the Giloo website.

2) Via iOS App (Apple)

Subscribe directly in the Giloo iOS App via Apple’s in-app purchase system

We recommend subscribing via the Giloo website on your Apple device browser; after subscribing, you can still use the app for viewing

3) Via Android App (Google Play)

Subscribe directly in the Giloo Android App via Google Play

We recommend subscribing via the Giloo website on your Android browser; after subscribing, you can still use the app for viewing

How to start the 14-day free trial?

First-time Giloo subscribers can enjoy a 14-day free trial of the platform. If you do not cancel within the 14-day trial, Giloo will automatically charge and renew your subscription at the end of the trial. If you cancel within 14 days, no payment will be required.

Note: Some promotional and bundled offers are not eligible for the 14-day free trial.

How do I check my transaction history?

Go to your Account Settings, select Subscriptions & Payments, and view all your transaction records.

How do I cancel my subscription?

Cancellation steps vary depending on how you subscribed. Please confirm your subscription method and follow the relevant instructions:

Canceling a subscription on the Giloo website

Go to Account Settings, select Subscriptions & Payments

Click Cancel Giloo Subscription (if this button is not visible, your subscription is already canceled)

Note: Even after canceling, you can continue to enjoy Giloo’s paid services until the end of your current billing period.

Canceling a subscription via iOS App (Apple)

On your iPhone or iPad, open Settings

Tap your name

Tap Subscriptions

Select Giloo

Tap Cancel Subscription (if this button is not visible, your subscription is already canceled)

Note: You can continue using your subscription benefits until the end of your current billing period

For details, see Apple’s official guide Cancel a subscription

For billing issues or refunds, refer to Apple’s guide Request a refund

Canceling a subscription via Android App (Google Play)

On your Android device, open the Google Play Store

Ensure you’re signed in to the correct Google account

Tap Menu → Subscriptions

Select Giloo

Tap Cancel Subscription

Follow the on-screen instructions

Note: You can continue using your subscription benefits until the end of your current billing period

For details, see Google’s guide Cancel or manage subscriptions

For billing issues or refunds, see Google Play refund information

What is single-movie rental?

Can all Giloo films be rented individually?

Due to licensing restrictions, only films listed in the Single Rental Section are available for individual rental.

Rental pricing and usage

Rental prices are shown on the page. After a successful rental, you can watch the film unlimited times for 7 days (168 hours). Tip: Please click the rent button only once to avoid duplicate charges.

Which devices can I use to watch Giloo films?

Desktop

You can watch using Google Chrome, Safari, Firefox, or Edge browsers. Giloo does not support Internet Explorer (IE). We recommend updating your browser for the best experience.

Mobile Devices

You can watch using the Giloo App:

iOS App Download

Android App Download

Giloo also supports mobile browsers (Chrome, Safari, Firefox, Edge) for viewing. Internet Explorer is not supported.

How do I cast to a TV or large screen?

Chromecast

Steps:

Connect your mobile device and TV to the same Wi-Fi network

Open the Giloo App (iOS or Android)

Play the movie you want to cast

Tap the “Cast” icon on the video player

Select your casting device

Note: You can control playback, audio, and subtitles from your mobile device. Casting is supported only via Chromecast, not screen mirroring.

Apple TV

Use AirPlay:

Connect your iPhone/iPad and Apple TV to the same Wi-Fi network

Open the Giloo App

Play your chosen movie

Tap the “AirPlay” icon on the video player

Select your Apple TV device

Note: Only Apple TV devices are supported (not built-in TV AirPlay). Ensure your device is awake and updated to the latest software version.

HDMI or DVI

You can also use an HDMI or DVI cable to connect directly to your TV, provided the adapter and TV support HDCP (High-bandwidth Digital Content Protection) to protect digital content during playback.

How do I redeem a viewing code?

Due to Apple and Google Play Store payment limitations, codes can only be redeemed on the Giloo website:

Click the top-right menu on the Giloo website

Select Redeem Code

Enter your code and submit

I’m already a subscriber. Can I still redeem a viewing code?

Website subscribers: You can redeem a code directly. The additional days will extend your current subscription (only for codes allowing full-site viewing).

Apple or Google Play subscribers: Due to payment system restrictions, you must cancel your subscription and wait for the current billing period to end before redeeming a code.

Member Account

How can I register for Giloo?

Click “Member Login” on the top right corner of the Giloo website and choose a registration method.

Giloo currently supports the following three registration methods:

Facebook

Apple ID (only available on iOS devices)

How do I log out?

Web Version

Open the menu on the top right corner of the Giloo website.

Select “Log out”.

App

Open the menu on the bottom right corner of the App.

Select “Log out”.

Forgot / Change Password

Forgot Password

On the login page, click “Forgot Password” and enter the email address you registered with.

Check your email inbox for the reset email and click the “Reset Password” button.

Enter a new password on the Giloo website and submit to complete the reset.

Change Password

Enter your new password in the “Update Password” field.

Click “Save” at the bottom of the page.

How do I change my nickname and profile picture?

Change Nickname

Enter your new nickname in the “Nickname” field.

Click “Save” at the bottom of the page.

Change Profile Picture

Click your profile picture and upload an image.

Click “Save” next to the profile picture.

How do I view my watchlist?

Click the “＋” icon on a film preview or film page to add it to your watchlist. To view your watchlist, go to your Personal Page.

How do I find my user ID?

Web Version

Your User ID will be shown in the User ID field, where you can also edit it.

App

Open the Giloo App, go to the menu at the bottom right, and select “Edit Account Info”.

Your User ID will be displayed in the “Username” field, where you can also edit it.

Subscription & Billing

I am currently a subscriber. How do I change my plan?

The process depends on your subscription method:

1) Website Subscription (via desktop or mobile browser):

Go to the Subscription Plans page and click “Subscribe Now”.

Select the plan you want and click “Next”.

The change takes effect immediately and the payment is charged. Remaining days from your original plan will be carried over, extending your next billing date.

2) iOS App Subscription (Apple):

On your iPhone or iPad, open the Settings app.

Tap your name.

Tap Subscriptions.

Tap Giloo.

Select the plan you want.

Tap Purchase.

Remaining days from your original plan will be carried over, extending your next billing date.

3) Android App Subscription (Google Play):

On your Android device, open the Google Play Store app.

Ensure you’re signed in with the correct Google account.

Tap Subscriptions in the menu.

Tap Giloo.

Tap Cancel Subscription.

After the current paid period ends, you can subscribe to a new plan.

Note: After cancellation, you can continue to use Giloo until the end of your paid subscription period.

For detailed instructions, see Google’s guide: Cancel, pause, or change a Google Play subscription.

For billing or refund issues, see: About Google Play refunds.

I am currently a subscriber. How do I purchase a special offer plan?

Giloo occasionally offers special promotions through offline events or partnerships, such as: National Theater & Concert Hall plans, National Geographic bundles, TIDF Cinephile Pass bundles, Lunar New Year promotions, Buy-One-Get-One offers, etc.

Website subscribers:

During the promotion period, go to the Subscription Plans page and click “Subscribe Now.”

Choose the promotional plan and click “Next.”

The new plan takes effect immediately and payment will be charged. Remaining days from your original plan will be carried over, extending your next billing date.

App subscribers (iOS/Android):

Due to payment system limitations, special offer plans are only available to website subscribers. We recommend switching to website subscriptions to enjoy more discounts.

Understanding your billing cycle

Giloo uses the date of your first payment as your billing date. If that date doesn’t exist in a given month (e.g., the 31st), billing will occur on the last day of the month. Depending on the payment system, it may take several days before the charge appears in your account.

Monthly plans: If your first payment is on 3/31, subsequent billing dates will be 4/30, 5/31, 6/30, etc.

Annual plans: If your first payment is on 2021/4/20, subsequent billing dates will be 2022/4/20, 2023/4/20, 2024/4/20, etc.

If you subscribed via Apple or Google Play, please refer to their official documents:

Apple

Google Play

Invoice-related questions

Electronic invoices

According to the Ministry of Finance’s “Guidelines for Electronic Invoices”, purchases made on the Giloo website will generate electronic invoices (two-part or three-part). Paper invoices will not be sent. Invoice numbers will be uploaded to the government platform. You can check them on the Ministry of Finance’s e-invoice platform or on Giloo’s Account Settings page.

How do I check my electronic invoices?

Go to Account Settings and select Subscription & Payment.

In the transaction history, click “Send” and enter your email address.

Check your inbox to receive the invoice.

How do I claim a winning invoice?

On the 28th of every odd month, Giloo will automatically check winning numbers (excluding voided, donated, or already claimed invoices) and notify winners via email.

According to regulations, consumers must use the original electronic invoice certificate to claim prizes. You can print the certificate at 7-ELEVEN ibon or FamilyMart FamiPort kiosks. See instructions here.

How do I set up an electronic carrier?

During checkout:

On the checkout page, select “Personal Carrier” under invoice type, then enter your carrier number.

In Account Settings:

Go to Account / Payment Settings and select Subscription & Payment.

Click “Edit Invoice Information.”

Select “Personal Carrier” and enter your carrier number.

How do I issue invoices with a company tax ID?

During checkout:

On the checkout page, select “Company Tax ID” under invoice type, then enter your number.

In Account Settings:

Go to Account / Payment Settings and select Subscription & Payment.

Click “Edit Invoice Information.”

Select “Company Tax ID” and enter your number.

Why does my card payment keep failing?

Possible reasons include:

Credit card limit exceeded (contact your bank to increase your limit)

Insufficient balance on debit card

Incorrect card number, CVV, or expiration date

Card expired

International transactions not enabled

Unstable internet connection

Issuing bank system busy or network congestion causing timeout

Card not yet activated (first-time use)

You can try:

Re-entering the information

Using a different card

Contacting your bank for details on why the transaction was declined

How do I check which credit card is currently linked?

Go to Account / Payment Settings, select Subscription & Payment, and you’ll see your linked card information.

How do I update my credit card information?

Go to Account Settings and select Subscription & Payment.

Click “Change Payment Info” and enter your new card details.

Why is my credit card bill higher than expected?

Cross-border transaction fee: Some issuing banks may charge an additional international transaction fee. This will appear separately on your credit card bill. For details, contact your bank.

Plan change: If you upgraded your subscription plan, your bill will reflect the new plan price.

Referral Code

Are there any eligibility requirements for the “invitee”?

Only users who have not yet linked a credit card are eligible to become invitees. Once the invitation is successful, they will receive 30 days of free viewing.

Are there any eligibility requirements for the “inviter”?

There are no restrictions for inviters. Whether paid or not, all registered Giloo members can invite friends. Once the invitation is successful, the inviter will receive a 30-day free viewing code.

How do I invite friends?

Share your referral link with friends. As long as they start a free trial using your link, both you and your friend will receive 30 days of free viewing!

Is there a limit to how many friends I can invite?

For each successful referral, you’ll receive a 30-day free viewing code, up to a maximum of 150 days.

If you invite 5 friends, you’ll also receive an exclusive gift designed by Giloo.

After successfully inviting a friend, how do I receive my 30-day free viewing code?

Once your friend successfully joins, the 30-day free viewing code will automatically appear in your Voucher Management under Account Settings.

If I’m currently in a subscription period, can I still redeem the 30-day code after inviting a friend?

This depends on the payment platform used:

Website: Current subscribers who redeem a 30-day code will have their subscription extended by 30 days, and the next billing date postponed.

iTunes / Google Play Store: Current subscribers cannot redeem immediately. They must first cancel their subscription on iTunes or Google Play Store, wait for the current paid period to end, and then redeem the 30-day code on the Giloo website.

How can I track the progress of my referrals?

Go to the Referral Page to view your current progress.

Once you’ve invited 5 friends, you’ll not only receive 150 days of free viewing codes but also a special exclusive Giloo gift.

Watching Films

Which devices can I use to watch Giloo films?

Computer

You can watch via browsers such as Google Chrome, Safari, Firefox, and Edge. Giloo does not support Internet Explorer (IE). (For best experience, please update your browser to the latest version.)

Mobile Devices

Watch via the Giloo App:

Download iOS App｜iPad iOS App

Download Android App

You can also watch via mobile browsers such as Google Chrome, Safari, Firefox, and Edge. Giloo does not support Internet Explorer (IE). (For best experience, please update your browser to the latest version.)

The video won’t play

If you’ve already checked the FAQ and the problem persists, please email [email protected] with the following information so we can assist you quickly:

A detailed description of the issue (e.g., black screen, play button not working, unresponsive player, etc.)

Film title

Device model and operating system (e.g., iPhone 12 / iOS 14.4.2)

Giloo App version or browser name and version (e.g., Giloo App v1.1.20 / Chrome v90.0.4430.93)

Full screenshot of speed test results from www.speedtest.net

Screenshot of any error messages

Information about any connected devices (e.g., Chromecast, HDMI, Apple TV, etc.)

Download / Offline Viewing

Can all films be downloaded?

Most films on Giloo support downloads. If the download icon appears on the film page in the App, it is available for offline viewing.

Can downloaded films be cast to a TV?

Due to digital rights protection requirements, downloaded films can only be viewed on the original device and cannot be cast to a TV or computer.

Can I download films on a computer?

No. For copyright protection, downloads are only available via the mobile or tablet App.

Subtitle Issues

How can I adjust subtitle size?

Currently, Giloo does not offer subtitle size adjustment. However, when using the web player, you can change browser zoom settings to adjust the subtitle size.

Are Chinese and English subtitles available?

All films on Giloo provide Chinese subtitles. English subtitles are not available for every film. If the film supports English subtitles, you can switch them on via the subtitle option in the player.

Can I watch Giloo films outside Taiwan?

Each film on Giloo has specific licensing restrictions. Availability depends on whether your region is included in the license.

Some films are Taiwan-only, while others are available internationally. After logging in, simply check the film’s playback page: if it shows “Available,” you can watch it.

Other functions (e.g., writing notes, supporting creators) are not restricted by region.

Campus Plan

Who is eligible?

The Campus Plan is only available to universities and colleges that have partnered with Giloo. Not all schools are included.

How do I activate the Campus Plan?

Go to the Campus Plan Verification Page and click “Login / Verify.”

Check your school email for the verification message and enter the code.

Once verified, you can enjoy the same benefits as paid subscribers.

How can I register for Giloo membership?

Currently, Giloo supports the following three methods:

Facebook

Apple ID (iOS only)

Can I verify student/teacher status via the Giloo App?

No. Due to Apple and Google Play billing limitations, the Campus Plan can only be verified via the Giloo website (desktop or mobile browser).

Once activated, can I use the Campus Plan on the App?

Yes. After verifying your account, simply log in to the Giloo App with the same account to watch films on mobile devices.

How do I confirm activation of the Campus Plan?

Click the Subscription & Payment tab to check your account status.

I’m already a subscriber. Can I still use the Campus Plan?

It depends on your subscription method:

Website subscribers: You can activate the Campus Plan directly. The free period will be added to your remaining subscription days, postponing the next billing date.

Apple / Google Play subscribers: You need to cancel your subscription first, wait until the current paid period ends, and then activate the Campus Plan.

I want my school to join the Campus Plan

Giloo offers exclusive plans for universities, departments, and libraries. If you’re interested, please contact [email protected] or fill out this Google Form. Our team will reach out to you.

Support

Once your support is successful, the payment will be charged immediately at the time of transaction.

How to check your support records?

Go to the Account Settings page and select Subscription & Payment to view all your transaction records on Giloo.

What if my credit card payment fails?

If your credit card payment fails, please make sure you entered the correct card number, expiration date, and CVC security code. You may also try the following steps:

Check your card’s credit limit or balance.
Verify whether your card has expired.
Contact your issuing bank to confirm any security restrictions.
Try another credit card. We accept Visa, Mastercard, American Express, and UnionPay.

Once your payment is successful, refunds are generally not available. Thank you for supporting the creators!

If you still have questions, please contact us.