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Support

We're a small team — we read every message and typically reply within 24–48 hours.

Contact us

The fastest way to reach us is by email. Please include your account email, the platform you were watching (Netflix, Prime Video, YouTube, JioHotstar, or Crunchyroll), and a short description of the issue. Screenshots or a screen recording help a lot.

Quick fixes

Most issues are resolved by one of these steps. Try them in order before emailing us.

  1. Reload the streaming tab. Netflix, Prime, and YouTube sometimes detach the video element on navigation. A hard refresh (Cmd/Ctrl+Shift+R) re-attaches the SyncCouch sync engine.
  2. Reload the extension. Visit chrome://extensions, find SyncCouch, and click the reload icon. This fixes most “Invalid or expired token” or stuck-connection errors.
  3. Sign out and back in. Open the SyncCouch popup, click “Log out,” then sign in again. This refreshes your authentication session.
  4. Check that both of you have the extension installed. SyncCouch requires the Chrome extension on both sides of the room. There is no zero-install option for partners.
  5. Confirm you're on a supported page. Rooms only work on the watch pages of Netflix, Prime Video, YouTube, JioHotstar, and Crunchyroll — not homepages or browse pages.

Frequently asked questions

Do both people need a subscription to the streaming service?

Yes. SyncCouch does not stream or share video — it only syncs playback. Each person streams from their own account on Netflix, Prime, YouTube, JioHotstar, or Crunchyroll.

Does my partner need to install the extension too?

Yes. Both partners need the SyncCouch Chrome extension installed and signed in for the room to work.

Why does playback drift out of sync?

Small drifts (under 1–2 seconds) are corrected automatically. Larger drifts are usually caused by network hiccups, ads on one side, or different video quality settings. A quick pause/play on either side re-syncs the room.

The sidebar won't open or is cut off.

Try toggling the sidebar from the SyncCouch popup. If it still misbehaves, reload the streaming tab. Known platform-specific layout issues are being actively worked on.

How do I delete my account and data?

Email privacy@synccouch.com from the address associated with your account. We will delete your account and all associated data within 30 days.

Which browsers are supported?

The SyncCouch extension is built for Chromium-based browsers (Chrome, Edge, Brave, Arc). Firefox and Safari are not supported at this time.

Reporting a bug

When reporting a bug, the following details help us reproduce and fix it quickly:

  • Streaming platform and the specific title you were watching
  • Browser and version (e.g. Chrome 126 on macOS 14.5)
  • SyncCouch extension version (visible at chrome://extensions)
  • Exact steps to reproduce, and what you expected vs. what happened
  • If possible, a screenshot of the DevTools console (Option+Cmd+J on Mac, Ctrl+Shift+J on Windows) with the error

Send the report to bugs@synccouch.com.

More information