InnoLive Customer Support
We accept inquiries about using the service, errors, accounts, and personal information.
Publication date: September 19, 2026
Operations team: Framework team
Inquiry email: contact@innolive.studio
Contact us
If you have a problem with login, face registration, video processing, YouTube connection or transmission, or account deletion, please contact us by email.
Please include the following to the extent you can confirm it. You do not need to send account information for inquiries that do not require account verification.
Inquiry type:
Feature where the problem occurred:
Date and time of occurrence:
Device and operating system:
InnoLive app version or browser used:
Error message and circumstances:
Steps to reproduce the problem:
Account email: include only for inquiries that require account verification
Do not send passwords, verification codes, authentication tokens, or broadcast stream keys. When attaching screenshots, please obscure personal information unrelated to the inquiry, such as faces, email addresses, and channel information.
If additional information is needed to confirm the content, the Operations Team will tell you the required items.
When the inquiry is resolved, the Operations Team destroys inquiry-related personal information it has retained, such as the email address, inquiry content, and attachments, without delay. Information that must be retained under law is retained separately, limited to the items and period required by that law.
Login and email verification
Please sign in with the login method you used when you signed up. Depending on the app and version, you may use email, Google, or Apple login.
If you do not see the verification email, check the email address you entered and your spam folder. If the verification code has expired, you need to request a new verification code. Repeating requests in a short time may temporarily restrict verification or login.
If the problem continues, tell us the login method you used and the error message. The password or verification code itself is not needed.
Viewing and deleting registered faces
You can check registered faces and request deletion of individual faces or all faces in the app at Settings > Face management.
If face registration fails, check that one person’s face is large enough in the registration area. Detection may fail because of dark lighting, a covered face, or large movement.
If a previously registered face is mosaicked again, check the registration list and re-register the faces you need. If the server’s AI process is restarted, feature values stored in memory may disappear and re-registration may be required.
If a deletion error occurs or the registration list differs from the processing result, send your account email, the time of occurrence, and the circumstances to customer support. You do not need to send original face photos first for confirmation.
Account deletion
You can request this in the app at Settings > Account settings > Delete account.
In the account-deletion process, the Operations Team ends the broadcast session, attempts to clean up external connections, and then deletes that account’s account, login, and broadcast-connection information and face-registration information.
If deletion cannot be completed in the app, please request it by customer-support email. We will separately tell you the information needed to verify the requester.
Uninstalling the app from the device or signing out alone does not delete the InnoLive account.
Are YouTube videos deleted as well?
Deleting an InnoLive account does not automatically delete existing videos posted to YouTube. Please delete videos or change visibility on YouTube.
If you have already revoked external connection permissions, InnoLive may not be able to clean up external broadcast resources. Even in that case, deletion of the account information InnoLive retains proceeds.
Is the pre-registration email deleted as well?
Pre-registration is managed separately from member accounts. If you need to cancel pre-registration and delete the email, please request it from customer support using the email address you applied with. You may also include a pre-registration cancellation request in an account-deletion inquiry.
YouTube connection and broadcasting
After checking the connected YouTube channel and broadcast permissions, check the broadcast title, description, visibility, and broadcast status. Broadcast preparation does not proceed until you confirm the YouTube transmission notice.
InnoLive uses YouTube API Services and uses the https://www.googleapis.com/auth/youtube permission for YouTube connections. This permission is used to create live broadcasts on your YouTube channel and manage their status.
You can revoke InnoLive’s access permissions on the Google account connection permission management page.
Google account connection permission management
If you revoke permissions, you cannot use YouTube integration and transmission features. If you need deletion of connection information remaining in InnoLive or confirmation of processing status, please contact customer support.
Restrictions based on YouTube account status, broadcast permissions, or policies must also be checked on YouTube.
For related policies, refer to the following documents.
Camera, microphone, and the web trial
Check camera and microphone access permissions in the device’s app permission settings or the browser’s site settings. The current web trial uses the camera only and does not request microphone audio.
When you finish the web trial, please press End trial. The browser stops the camera, closes the connection, and requests deletion of the trial session from the server.
Clearing the browser’s site data may reset the face-registration consent status stored on the device. That action alone does not delete the member account or registered faces on the server.
If you cannot connect even after allowing camera permission, check the network status and tell us the device and browser where the problem occurred and the error message.
When the processing result differs from what you expected
Please check My preview video and Server-processed video separately. Mosaic may not be applied to the original camera preview.
If a face that should be obscured is exposed in the server-processed video or the transmitted video, stop the broadcast and contact customer support. Face mosaic does not mean a feature that also obscures audio, clothing, or background.
When sending materials to confirm the problem, take care that other people’s faces and personal information are not included unnecessarily.
Personal information requests and withdrawal of consent
The personal information protection officer is Kwon Dae-hyeong, and personal-information inquiries are accepted at contact@innolive.studio.
You may request access to, correction or deletion of, suspension of processing of, and withdrawal of consent regarding personal information through the app’s management features or by customer-support email.
Please include the type of request and the account or information to be verified. If information is needed to verify the requester or agency authority, the Operations Team will tell you only the scope required.
If you withdraw consent to the processing of personal information required for a feature, that feature may no longer be provided.
Rights-infringement and security reports
If you believe your face was registered without consent, or that personal information, likeness, copyright, or similar rights have been infringed, please report it to customer support. Account misappropriation and security issues are also accepted through the same channel.
To the extent you can confirm it, tell us the date and time of occurrence, the address of the related broadcast or page, the timestamp of the relevant scene, the nature of the problem, and the measures you request. Do not send a copy of an ID, original face photos, or actual authentication information first.
The Operations Team confirms the report and reviews necessary measures regarding information InnoLive processes and use of the service. For measures regarding content posted to YouTube, you may also use YouTube’s report and deletion-request procedures.