How can we help?
Email us at juan.support@torchmedia.ca. A real person reads every message, usually within one business day.
Contact support
Tell us your Discord username, your computer (Windows, macOS or Linux) and what happened. Screenshots help.
Email supportBilling
Questions about a charge? Include the date and amount from your Stripe receipt. Payments are non-refundable; see Cancellation.
Go to your accountHow to cancel your plan
- Go to your account and sign in with Discord.
- Under Your plan, choose Manage subscription.
- On the Stripe page that opens, choose Cancel subscription.
You keep your pass until the end of the period you’ve paid for, and you won’t be charged again. Changed your mind? Resume it from the same page before it ends.
Common questions
Juan won’t open on my Mac
Make sure you dragged Juan into Applications and opened it from there. If macOS says it can’t verify the app, right-click Juan, choose Open, and confirm.
Windows says it protected my PC
Choose More info, check the publisher, then Run anyway. Only run Juan installers downloaded from juan.torchmedia.ca.
I subscribed but games are still locked
Payment can take a minute to confirm. Check your account; if it shows Active, sign out of the launcher and back in. Still stuck? Email us.
A game crashes or won’t start
In the launcher, open the game’s page, uninstall it and install it again. If that doesn’t help, email us the game name and your platform.
How do I report a player or a review?
Open their profile or the review in the launcher and choose Report. You can also block them. Moderators review every report.
How do I get a copy of my data or delete my account?
Both are in your account: Export my data and Delete account. See the Privacy Policy for details.