Please review these answers to the most commonly asked questions.
5. Games
1. Login & Accounts
How do I get my password?
Use the Forgot Password option on the login page and follow the instructions to reset your password. You will need access to the email address or other contact method associated with your account. If you do not receive the reset message, check your spam or junk folder. If you need further assistance, contact support@corp.mocospace.com. For your security, do not send us your password.
How do I change my password?
Sign in and open Settings from the Me menu. Find the password setting, enter the requested information and save your changes. Choose a unique password that you do not use on other services.
How do I change my personal information and settings?
Open Settings from the Me menu to update your profile information and available account, privacy and notification preferences. Some information may require assistance from customer support. See our Privacy Policy for information about privacy requests.
How do I cancel my account?
To permanently delete your account, open Account Settings from the Me menu and select Cancel Account. Follow the confirmation steps, which may include entering your current password. Deletion cannot be reversed. Your profile and associated content are removed from active systems immediately, though deleted information may remain in backups for up to seven days, as explained in our Privacy Policy.
Deleting your account automatically cancels any active VIP subscription associated with that account so that it will not renew. Any unused Moco Gold is forfeited, subject to applicable law. If you cannot access your account or need assistance with a privacy-related deletion request, email customer support; verification may be required.
Can I recover an account that I canceled?
No. A permanently deleted account cannot be restored. If you choose to return, you will need to create a new account.
Can I transfer my profile information to a new account?
No. MocoSpace does not transfer profile details, messages, game progress or other account information from one account to another. This does not affect any right you may have to request access to or a copy of your personal information under applicable privacy law; see our Privacy Policy.
What can I do about unwanted notifications?
If you have an account, open Notification Settings to manage available email, mobile and other alerts. If you are receiving notifications but do not have an account, contact customer support and identify the email address or telephone number receiving them so we can investigate. Do not send passwords or unnecessary sensitive information.
How do I change language?
Where language options are available, look for the English or Español selection on the website and choose your preferred language. Language availability may vary by device or feature.
Am I muted?
If your messages are not appearing to others, your account may be subject to a temporary messaging restriction for violating our Terms of Service or Content and Conduct Policy. A delivery issue or another user's privacy settings can also affect visibility. If you believe an enforcement restriction was applied in error, email customer support to request review. We may not be able to disclose confidential abuse-detection details.
2. Safety & Abuse
How do I report inappropriate content and behavior, or underage users?
Use the Report option on the relevant profile, photo, message or content wherever available. Include enough information to identify the account and explain the concern. You may also email support@corp.mocospace.com, including if you are not a member. MocoSpace is for adults aged 18 or older; reports of suspected underage accounts are reviewed and appropriate action is taken. See our Safety Policy and Content and Conduct Policy.
What can I do if another Moco user is harassing me?
Report the account or offending content and use the Ban feature on the user's profile to block unwanted interactions. You can also adjust Privacy Settings to restrict who may contact you, and use Ignore in chat rooms where available. For threats, stalking, sexual harassment, scams or serious safety concerns, contact customer support. We may remove content, restrict accounts, suspend users or permanently ban accounts following review. If you are in immediate danger, contact local emergency services. Knowingly false or abusive reports may themselves violate our rules.
How do I report a copyright violation?
If you own a copyright or are authorized to act for the owner, email a notice to copyrightagent@corp.mocospace.com. Include: your physical or electronic signature; identification of the copyrighted work; the location of the allegedly infringing material; your contact information; a statement that you have a good-faith belief the use is not authorized by the owner, its agent or the law; and a statement under penalty of perjury that the information is accurate and that you are authorized to act.
Notices can also be mailed to JNJ Mobile, Inc., Attn: Designated Copyright Agent, 6 Liberty Sq PMB 96493, Boston, MA 02109, USA. See the Terms of Service for further details. Please do not use copyright notices for ordinary harassment or privacy complaints.
How do I close my child's account?
MocoSpace is restricted to adults aged 18 or older. If you believe your child has an account, email support@corp.mocospace.com with the username or profile link and any other information that helps us locate the account. You do not need to obtain your child's password or access the account to report it. We will investigate and take appropriate action, including removing accounts that violate our age requirement. We may request reasonable information to evaluate the report while protecting account privacy.
3. Moco Gold & VIP
What is Moco Gold?
Moco Gold is virtual currency used for eligible MocoSpace features and game items. It is not cash, has no real-world monetary value, and cannot be redeemed for money. Available purchase methods and any opportunities to earn Gold are displayed in the relevant part of the Service and may vary. See our Terms of Service for conditions of use.
How do I see my current Moco Gold balance?
Sign in and view your Gold balance from the My Gold or account-related area of the Service. Available purchase options may also be shown there.
Can I transfer Moco Gold from one Moco account to another?
No. Moco Gold is tied to the account on which it was obtained and cannot be transferred to another account.
I am unable to purchase Gold, or purchased Gold and did not receive it. Who can I contact about payment problems?
Allow a little time for payment processing and check whether the purchase appears in your Gold balance. If it does not, contact customer support and include your username, approximate transaction date and time, amount, payment method and receipt or transaction reference, if available. Do not send your full card number, password or security code.
I earned Gold through an offer and did not receive it. Who can I contact?
If an offer or survey is available through a third-party partner, the partner may set eligibility requirements and processing times. Check the offer's terms and use any support or missing-reward option supplied by that partner. If you cannot identify the partner or locate support instructions, contact MocoSpace support with the offer name, completion date and any available reference information. Third-party rewards are subject to the applicable offer terms.
How do I cancel or refund my recent Moco Gold purchase? Does Moco Gold expire?
Moco Gold purchases are generally final and nonrefundable, except as required by applicable law or expressly stated otherwise. Gold does not expire while your account remains open, cannot be transferred to another account, and is forfeited upon account closure, subject to applicable law. If a charge was unauthorized or purchased Gold was not delivered, contact customer support for assistance. Nothing here limits mandatory payment dispute or refund rights.
How do I cancel my VIP subscription?
Sign in and open your account's subscription-management or billing settings to cancel your VIP subscription online. Cancellation prevents future renewal charges; access generally continues through the period already paid for, unless otherwise disclosed or required by law. Deleting your MocoSpace account also automatically cancels an associated active subscription. If you cannot access the cancellation option, contact customer support. See the Terms of Service for billing, trial and refund details.
4. Photos & Videos
What are the content guidelines for photos and videos?
MocoSpace does not permit pornography, nudity, simulated sexual activity, strongly sexualized content, child sexual exploitation, nonconsensual intimate imagery (including sexually explicit deepfakes), threats, hateful abuse, or content that violates another person's rights. Ordinary revealing clothing and ordinary nonsexual photographs involving minors are not automatically prohibited. Noncommercial discussion or depiction of lawful regulated products is not automatically prohibited, but unauthorized sales, solicitation and promotion may be restricted. You must have the necessary rights to share copyrighted or other protected material. For complete rules, see our Content and Conduct Policy.
5. Games
How do I report an issue with Street Wars?
For help with Street Wars, first check any help instructions or support options provided within the game. If the issue remains unresolved, contact customer support with your username, a description of the problem and any relevant transaction or error information.
How do I report in-game abuse?
Actions that are normal parts of gameplay, such as virtual stealing or fighting in a game designed around those activities, are not necessarily abuse. Harassment, threats, scams and other violations of our Content and Conduct Policy are not allowed. Report abusive profiles, messages or content using available reporting tools, or contact customer support with the relevant username, game and details. The Ban feature may not apply to all game interactions.
For additional information, see our Terms of Service, Privacy Policy, Safety Policy and Content and Conduct Policy.