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Frequently Asked Questions

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Popular Questions
Is your website secure? Is my data shared?

Our site is now fully secured, your login information and your personal information are encrypted between your connection and our servers as shown by the small padlock appearing on the majority of web browsers address bar to the left: 

Wakanim in HTTPS

No banking information is transmitted to our servers, everything is sent to diretly renown payment providers so that all your data is safe and secure.

 

The security of your data is very important to us, therefore no personal information will be transmitted to any third parties.


If you have any doubts about a message received from us or other, please type the address of the site directly in your browser in order to avoid any phishing or impersonation attempt. 

 

 

I have issues watching an episode as a subscriber or via my collection, what do I do?

The issue can be complex and caused by multiple reasons. It could come from:

- Your internet connection 
- The connection between our servers and your Internet access provider 
- The processor or the memory available on your device 
- One of our servers which could be overloaded.



As a first step, we can advise you to take the following actions:

- Update your browser to have the latest version

- Test with Google Chrome, Firefox or Safari. The website is optimized for these browsers

- Verify that your bandwidth is sufficient (no excessive loading on the same connection)

- Completely clear the cache and delete the cookies

- If you have an antivirus, verify that the antivirus does not block the Wakanim video player

- Check whether you have installed an extensions / plug in that could interfere. If so, deactivate them and try to play the video after deactivating the extensions

- Deactivate your adblocker if it is installed.

 

If you have an Android device and you are a subscriber : 

Please install the application and verify if the videos have the same issues. 
If this is the case, tap repeatedly on the Wakanim Logo in your User menu, 
this should make 
a diagnostic page appear. Then click on Launch and when the test is complete, click on Send.

 

 

If it still does not work after these different actions, please contact us on the contact form with as much information as possible: 

- Device used (PC, MAC, Mobile Application / Tablet, XBOX One, ...)

- City / country of connection

- Wifi, 4G or cable?

- Provide a screenshot of the following site: http://cloudharmony.com/speedtest-for-azure:akamai

- Internet access provider

- Connection type

- Test carried out on the Android application (yes / no)

- The details returned from http://supportdetails.com/

I have issues watching an episode as a free user, what can I do?

The issue can be complex and the cause can be from multiple reasons. It could come from:

- Your internet connection 
- The connection between our servers and your Internet access provider 
- The processor or your memory available on your device 
- One of our servers which could be overloaded.



As a first step, we can advise you to take the following actions:

- Update your browser to have the latest version

- Test with Google Chrome, Firefox or Safari. The website is optimized for these browsers

- Verify that your bandwidth is sufficient (no excessive loading on the same connection)

- Completely clear the cache and delete the cookies

- If you have an antivirus, verify that the antivirus does not block the Wakanim video

- Check whether you have installed an extensions / plug in that could interfere. If so, deactivate them and try to play the video after deactivating the extensions

- Deactivate your adblocker if it is installed.

 

 

It can be difficult to answer all users directly so if it still does not work after these different actions, please post a message on the forum or get in touch with us through the contact form by providing us with a maximum of information, this will allow us to group the requests: 

- Device used (PC, MAC, Mobile Application / Tablet, XBOX One, ...)

- City / country of connection

- Wifi, 4G or cable?

- Provide a screenshot of the following site: http://cloudharmony.com/speedtest-for-azure:akamai

- Internet access provider

- Connection type

- Test carried out on the Android application (yes / no)

- The details returned from http://supportdetails.com/

I would like to change my username or email

You can modify your email directly from your user menu.

On the other hand, changing the username or nickname requires a manual check for availability.


You can contact us by providing: 
- Your current username 
- Your current email address
 
- Your desired username

I do not have sound in the Apple or Android applications

Please make sure your device is not in silent mode,

If the problem persists, please contact us.

How do I cancel my subscription? Is the subscription recurring?

Cancellation of your subscription can be made at anytime directly from your user menu by clicking on "My subscriptions": 


Once on the subscription page, you will be able to cancel the ongoing one. 
Your subscription will remain active until its expiration date.

You will be able to renew your subscription once you are no longer benefiting from your subscription's advantages. In other words, once the expiration date of the cancelled subscription has passed.

 

The subscription is recurring and will be renewed automatically on its anniversary date. 

Billing issues
What are the available payment methods?

We authorize several payment methods depending on the type of purchase:
-Credit(s) purchase:  

You can buy credits that will be immediately usable on our platform. 
After you have received your credits, you will be able to buy episodes or whole seasons directly. 
We accept most common credit cards and you can also pay with your Paypal account.

Credits can't be used to pay for a subscription. They can only be used to purchase episodes or seasons.

 

- Subscription purchase:

You can purchase a subscription by using your credit card or Paypal account. 

You will be charged each month on the day of the subscription's anniversary. If such day does not occur during a given month, the fee will be collected the last day of that month instead.

Please be aware that our site is fully secured and that your personal data will not be transmitted to a third party. 

We do not store or receive your personal information on our servers, this information is sent directly to payment service providers. 

I was charged multiple times, what do I do?

Despite the checks and controls that are set up, it may happen that several subscriptions are created at the same time. 

Generally, it is caused by a technical issue or a payment provider that is taking too long to contact us. 

This can happen when we have not received your payment on time. Our system then retries several times before considering the payment as terminated. During this period, your account is "without subscription", that is why it is possible to create a new subscription at that time. 
In this scenario, our system will continue its attempts to process the original subscription and you will now have two subscriptions in progress. 
If this happens, please contact our support team as soon as possible.


When you want to re-subscribe because there has been a payment problem, please make sure that you do not have an active subscription, otherwise it will have to be canceled.

 

To resolve a duplicate subscription issue, please contact support (via the "contact us" form at the bottom of the site) and provide the following information:

- Your email used on Wakanim

- Your username on Wakanim

- The payment method used. If applicable, your Paypal email (without your password!)

- The date of payment

- Your first and last name

Technical issues
The video player is not loading on the website, what do I do?

Generally, if the video player does not load it could be caused from one or more extensions installed on your computer.

Please note that all installed extensions (adblock, ghostery, noscript) are disabled for the Wakanim site. 
They can sometimes cause conflict with the player and prevent it from being loaded. Our website and our video player are optimized for Google Chrome, Firefox and Safari; we invite you to test these browsers first before contacting us.

You can also test the following actions:

- Empty the cache completely and remove cookies

- If you have an antivirus, verify that the antivirus does not block the video player from Wakan

Why am i not able to play videos in HD(720p) quality on my Android phone?

Your episodes on Wakanim are protected by digital rights or DRM services.

For this, video files are encrypted through solutions like WideVine DRM on Android. On Android the most secure level of Widevine solution is "Level 1", which is required to watch videos in HD (720p +).
If your device does not support the Widevine L1 security level, playback problems could be encountered for HD video on your Android device, regardless of its power or screen resolution.

To find out the level of DRM security supported by your device, you can use "DRM Info" application.

In the application, you will find "Security level", if it is indicated L1, you should be able to access the content in HD without problem.
If not, we can not guarantee that your device will be compatible.

Using a Linux distribution, how can i play DRM protected videos on my browser?

To play DRM-protected videos on your Linux distribution, you can use the following solutions:

- Use the Firefox ESR (Extended Support Release) browser.
- Use the Chromium browser and install the widevine extension as following:

wget https://dl.google.com/widevine-cdm/1.4.8.1008-linux-x64.zip
unzip 1.4.8.1008-linux-x64.zip
sudo mkdir /usr/lib/chromium
sudo mv libwidevinecdm.so /usr/lib/chromium
sudo chmod 644 /usr/lib/chromium/libwidevinecdm.so

The video stops or does not start, and I get this error message: Error 240000

This error is caused by a buggy version of the Widevine plugin of your browser, to correct just update it, the new version corrects this issue and you will be able to watch your episodes again without interruptions.

For Chrome: Use the url: chrome: // components /, make sure you have a version greater than or equal to 1.4.9 of Widevine Content Decryption Module by updating it.

For Firefox: Use the url: about: addons, select the tab plugins and make sure you have a version greater than or equal to 1.4.9 of Widevine Content Decryption Module by updating it.

For Opera: Use the url: opera: // components, make sure you have a version greater than or equal to 1.4.9 of Widevine Content Decryption Module by updating it.

Subscription related questions
How does the subscription work?

By subscribing to our services, you will gain access to our whole catalog! 

Apart from a few exceptions (for which we do not have the broadcasting rights for subscriptions), most series will be accessible with the Wakanim subscription.

We accept most credit cards as well as Paypal accounts. 

When you subscribe, you will have access to all these advanced features:

- The watchlist, which allows you to keep track on the series you follow.

- The in-episode progress bar, which helps you find out where you left off.

- Access to most of our catalog in full HD.

- You help us improve our service and contribute to Japanese animation. As a legal initiative, we are contributing part of the proceeds to Japanese rights holders in addition to paying for the licenses.


Subscriptions are recurring and billed monthly.


Subscriptions can be cancelled at any time and without any penalties or commitments.

 

I paid for a subscription but my account is still not active

You paid a subscription and your account is not active yet?

It is possible that sometimes our payment provider takes a little more time before contacting us to validate the payment. We invite you to consult your online banking platform to verify if the amount has been charged.


If you arrive on a page telling you that a payment has been made,
 you do not need to make a new payment; try to logout and login again to see if your account has a now an active subscription. 

You can verify the status of your subscription by opening the user menu; if it is active, you will see "Subscription" written just below the image of your avatar. 


If your subscription still appears not to be active (even after waiting and loging back in), please contact us using the contact form available at the bottom of the site, our support team will help verify the status of your Wakanim account. 

Please note that it can take up to one full working day to have receive an answer, we thank you for your patience. 

In order to speed up your request do not forget to provide: 
- Your email used on Wakanim 
- Your username on Wakanim 
- The method of payment used. If applicable, your PayPal email (without your password!) 
- Date of payment 
- Your first and last name.

Is it possible to share my account with my family, my friends?

Access to accounts with subscriptions is limited to the same home and family.

We currently do not allow account sharing among friends so that we can continue redistributing the benefits to the different actors of Japanese animation and covering our expenses (employees, purchase of series, taxes, ...). 

The cost related to broadcasting videos is very high and if users share their accounts, we will no longer be able to ensure the reliability and quality of our service.

What are the available payment methods for subscriptions?

We authorize several methods of payment for your subscription:


You can subscribe via our partners by using a credit card or through your PayPal account
You will be billed your subscription fee each month on the day of your initial subscription. If such day does not occur during a given month, the billing day will then be the last day of that month instead.

Please note that our site is fully secured and that your personal data will not be transmitted to any third party for commercial purposes. 
We do not store or receive your payment data on our servers. This information is sent directly to renowned payment service providers.

Some series are unavailable with the subscription, how can I obtain access to them?

Some series are not accessible with the subscription as we do not have the rights to broadcast them as part of such an offer. 

This is generally the case when another service has the broadcasting rights for subscriptions. 

Each contractual negotiation with the rights holders is based on:

- Broadcasting media 
- Language and territories of diffusion 
- The mode of distribution (download, subscription, TV broadcast) 
- The period of exclusivity 
- The period of the rights.


Occasionally, some series may become unavailable. It is generally because we no longer own the broadcasting rights as the contract with the right holders was not renewed and the end of its term.


However, users who have purchased a series via the collection system still have the possibility to download it.

What is the free trial period? How does it work?

What’s the free trial and what does it give?

The free trial gives access to Wakanim’s VIP service and all its advantages, for free and for a period of 14 days.*

*Subject to change 

 

How do I start my free trial? Am I eligible?

To start your free trial simply go to https://www.wakanim.tv/offers, select your plan and click on “start my free trial”. Selecting any of the 3 plans will grant a 14-days free trial. 

You will then have to add a valid credit card as your payment method – for the time being paypal accounts are not accepted for the free trial. 

Every new subscriber (as of the launch of the feature on 13/09/2018) will be eligible to the free trial. 

The free trial period is limited to one per account and payment method. Once used, you will not be eligible for another one.

 

What happens after the trial period ends – after 14 days?

After the end of the free trial period, your paid subscription will begin, and you will be charged recurring fees in accordance to the plan you selected.  

Please note that you will not receive a notice when your free trial is about to end. 

 

Will I be charged before the trial period ends? 

No. 

 

Can I cancel my free trial? What happens when I do?

Absolutely. Just as it is the case for the subscription, you can cancel the free trial at any time.

You can do so by going to this page in the user menu:   

https://www.wakanim.tv/sc/v2/svod/managesubscriptions

Please note that by cancelling your free trial, you will immediately loose access to the advantages of the VIP subscription. 

Your account will revert to “free membership mode” and you will not be charged any recurring payments.

 

Can I choose to opt out of the free trial?

Yes. That option will be given to you during the subscription process. 

If you chose that option, your recurring payments will start right away.

Also note that if you decide to opt out of the free trial, you will not have the option of getting it again in the future. 

 

What are the new subscription plans? How do they work?

What are the different subscription plans and how do they work?

There are 3 different VIP subscription plans: 

-Monthly plan: 5 euros, billed monthly

-3-months plan: 13.99 euros, billed every 3 months*

-Yearly plan: 49.99 euros, billed every 12 months*

The recurrence of your payments will vary depending on the plan chosen. You will be billed each month with the monthly plan, every 3 months with the 3-months plan and every year with the yearly plan.

No matter the offer chosen, your first payment will occur at the time of your subscription (or at the end of your trial period). For example, if you go for the yearly plan, you will be immediately charged x euros and you will not have to make another payment before your next anniversary date, one year later.

You can see and compare our different plans here:

https://www.wakanim.tv/offers

*Please note that the prices for the 3-months/Yearly plans are offered for a limited time only and are thus subject to change. 

 

I’m already subscribed, to the original monthly VIP offer (5 euros/month), will there be any changes to my subscription?

No. Our monthly plan remains unchanged.

 

I’m already a subscriber and I would like to change my plan, is it possible?

This option will soon be made available, stay tuned for more details!

 

Are they any differences in the advantages given by the different plans? 

No. Other than the length of the billing cycle and the amount billed, the different plans offer the same advantages. Every subscriber enjoys the same VIP experience!

 

Do the payment methods accepted change depending on the plan? 

No. The payment methods accepted will be the same for every plan.

 

If I unsubscribe before the anniversary date of my subscription, what will happen?

Regardless of the plan chosen, if you if unsubscribe before the anniversary date of your subscription you will:

-Retain your VIP advantages till the end of your subscription time.

-Not be charged additional subscription fees.

-Loose your VIP advantages on the next anniversary of your subscription (which depends on the plan chosen and the moment of your initial subscription).

*However, if you put an end to your subscription during your trial period, you will immediately loose your VIP advantages. 

 

About Wakanim
Do you recruit? Is it possible to do an internship at Wakanim?

Wakanim is not recruiting at the moment.

Nevertheless, we are still looking for new enthusiasts who wish to contribute to Japanese animation as interns. 

Generally, we post job offers as well as internships offers on different social networks.
Do not hesitate to follow us to find out if an opportunity is available to you: 

On facebook:
https://www.facebook.com/WakanimNordic

On twitter: 
https://twitter.com/WakanimEU

In which countries is the Wakanim service available?

Wakanim is available in French in the most parts of the French-speaking world, which includes: Metropolitan France, DOM TOM, Benelux, Switzerland, Francophone African territories (Tunisia, Morocco, Algeria), Canada (Quebec).

 

Wakanim is available in English in Sweden, Norway, Iceland, Finland, and Denmark.

 

Wakanim is available in German in Germany, Switzerland, and Austria.


Wakanim is available in Russian in Albania, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Georgia, Hungary, Latvia, Lithuania,


We often have questions on how to access Wakanim from a country not covered by our service. 
Unfortunately, for now it is not possible. The contract terms are negotiated when purchasing broadcasting licenses and we can not provide a way to access the site from a country not covered by our licencing rights.

We're hoping to make Wakanim available in as many countries as possible, so more people can experience the joys of Japanese animation!

Users who have purchased episodes/series as part of their collection, will be able to access the purchased them as long as they have been downloaded beforehand and stored on the device brought outside of the countries covered by the specific Wakanim site used to make the purchase (French, English, German or Russian site).